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How Seniors are Designing Social Support Networks by Patricia Seybold in Customer CultureWhat's the best way to support your aging parents' desire for independence and your desire for their health and safety? This is a top-of-mind critical concern for many people around the world. What's heartening to me are the number of customer-driven initiatives that have sprung up all over the globe. ...
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10 Ways to Harness Your Customers' Intelligence by Patricia Seybold in Customer CultureBack in 2006, when I was just completing my book, Outside Innovation, I recall talking with Sean Belka, an SVP from Fidelity about my findings. One of the off-hand comments I made at the time galvanized Sean. I said something to the effect that the most profitable companies will be ...
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“Voice” of the Customer; the Art of the Conversation by Ronni Marshak in Customer CultureA few days ago, a friend posted a graphic on Facebook, which said: "My Internet was down for 5 minutes, so I went downstairs and spoke to my family. They seem like nice people." It made me laugh. But it also made me sad. Because it is too on-the-nose. It reminded ...
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Mayo Clinic Names E-Patient Dave as Visiting Professor by Patricia Seybold in Customer CultureMayo Clinic has named Dave deBronkart, e-Patient Dave, as its 2015 Visiting Professor. For more information about Dave and his advocacy of the empowered patient movement, and his role as co-chair—with his physician, Dr. Danny Sands—of the Society for Participatory Medicine, see my write ups about Dave and his work: ...
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Does Your Community Have a Right to Healthcare? by Patricia Seybold in Customer CultureGuess what? The Governor of Maine will soon be my neighbor! Paul LePage and I don’t see eye to eye on politics. He’s a Tea Party Republican. I’m a Liberal Democrat. But, when I met with him last summer to ask for his help to save our local hospital, he ...
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Must Read: E-Patient Dave’s Book on Patient Engagement by Patricia Seybold in Customer CultureMy favorite business model—and the one I believe is gradually becoming more pervasive—is a customer ecosystem. It’s a business network of suppliers, partners, regulators, who are all aligned to help customers meet their outcomes in the easiest, most cost effective manner. It’s not top down. It’s not bottom up. It’s ...
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Larry Ellison’s Priorities? Not His Customers! by Patricia Seybold in Customer CultureOn September 24th, Larry Ellison committed a major customer experience faux pas. He was an unexpected no show for his final keynote speech at Oracle OpenWorld, Oracle’s annual meeting of the faithful (developers and customers). Customers were left sitting for 45-minutes until an embarrassed Chairman of the Board admitted that ...
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Why Don’t Customers Count in Rural Healthcare? by Patricia Seybold in Customer CultureThe voters on the Boothbay, Maine peninsula where I live are engaged in their annual Spring rite of voting and town meetings to discuss and pass their budgets for the year. It’s a wonderful slice of Americana. As many of you know, I have been involved for over 10 months ...
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Building Customer Communities Is the Key to Creating Value by Rob Landry in Customer CultureInteresting article from Harvard Business Review on this subject that seems relevant to this community: http://blogs.hbr.org/cs/2013/02/building_customer_communities.html
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Design matters when seeking participation by Rob Landry in Customer CultureHere is museum director and visionary Nina K. Simon's presentation at TEDx Santa Cruz. One key takeaway: the way you design an experience (website, museum exhibit, whatever) has a dramatic effect on how people participate in that event. Food for thought for those of us designing customer experience interactions, especially ...
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Community Hospital Case Study in Progress: NEED HELP! by Patricia Seybold in Customer CultureIt’s one thing to facilitate customer co-design efforts for and with clients. It’s quite another thing to be in the midst of one that greatly impacts me, personally! For the next few months, I plan to chronicle my own rural community’s grass roots efforts to re-claim, revitalize, and re-invent our ...
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Watching Southwest Airlines Behind the Scenes by Patricia Seybold in Customer CultureA couple of years ago, Ronni Marshak and I had a unique opportunity to watch the inner workings at Southwest Airlines during one of its busiest and most stressful times. What I found truly amazing was the degree to which customer-centricity permeated ALL the operations of this organization. Everyone understood ...
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How Alaska Airlines Uses Comedy to Build a Distinctive Brand by Patricia Seybold in Customer CultureOne of the things I enjoy about flying Alaska Airlines is the safety pitch. Always quite funny! Here's a great video!
