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Bitcoin Hacked Again and Again by Patricia Seybold in InnovationLast week we joined the media frenzy that seemed to suddenly swirl around the odd digital currency known as Bitcoin. That same day, one of the top Bitcoin exchanges, Mt. Gox, suffered a denial of service attack, sending the value of Bitcoins down as investors began panic selling. Value of ...
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What You Should Know about the Bitcoin Revolution by Patricia Seybold in InnovationWhat would you do if you feared that your bank was going to confiscate the bulk of your savings? You'd remove your funds from that bank, wouldn't you? That's what's happening all over Europe (and in other parts of the world), triggered by the “haircut”that customers of Cypriot banks received ...
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The Art of Collaborating with Customers by Patricia Seybold in Customer CultureI just returned from two weeks in Uganda, visiting the campus of the African Rural University (ARU.ug.ac) for women in the western hinterlands (five hour drive from Kampala; half on non-paved roads). While I was there, I had the opportunity to engage with faculty, students, and staff in envisioning the ...
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Don't Mess with Your Customers' Money! by Patricia Seybold in Customer ExperienceTalk about customer unfriendly moves! The recent threat by Cyprus to tax savings' depositors on their savings—essentially removing money from their savings accounts—in order to bail out troubled banks is a TERRIBLE idea. Even worse is the contagion this idea has triggered around the world. Similar bills are being considered ...
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Re-Inspired by the Women of the African Rural University in Uganda by Patricia Seybold in InnovationJust finishing a 10-day trip to the African Rural University in Uganda. It's so refreshing to be at an institution that practices reflective conversations and collaborative design as their modus operandi! The women who graduate from this all-women University receive a Bachelor of Science in Technologies for Rural Transformation. I ...
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Is It Time to Take Your Kids to Live Abroad? by Patricia Seybold in OtherRecently, I met a neighbor in our rural Maine town who happily informed me that she was moving to Rome. She said, “I’m single again. My kids are off to college. It seemed like a great time for me to look for a job abroad.” While congratulating her on her ...
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Humorous Example of Metaphors Run Amuck by Patricia Seybold in InnovationThis is a GREAT complement to Peter Horne's Article New Metaphors Spur Innovation -- I received this as email humour but it's SO a propos I couldn't resist posting this..... If Bud Abbott and Lou Costello were alive today, their infamous sketch, 'Who's on First?' might have turned out something ...
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How to Design a Customer Ecosystem for Utilities--A lesson from the past by Patricia Seybold in Customer ServiceOver 20 years ago, one of our heroes, Tom Morgan, who was then the IT architect for Brooklyn Union Gas, put into place an amazingly customer- and ecosystem-friendly information system (using object-oriented programming on a mainframe!). It included a CRM module that was designed to provide all the information that ...
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Maybe Blackberry isn't Dead after all? by Patricia Seybold in Online, Mobile & ITI didn't even pay attention to the Blackberry 10 Launch. Despite the fact that I'm still a satisfied Crackberry user (since I LIVE in email) and I need a decent keyboard), like most people, I had written RIM/Blackberry off. Not necessarily for myself, but as a key player in the ...
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Facebook Search Graph Is Here: Fix Your Privacy Settings (Again!) by Patricia Seybold in Social MediaFacebook Graph Search joins Timeline and Newsfeed as a third “capability” in Facebook that most of us didn’t want and haven’t welcomed. The clue is in the name itself. No real person wants to search the “social graph.” Only robots spawned by marketers do. Facebook Graph Search lets applications and ...
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Amazon’s AutoRip: Will It Lure Customers Off iTunes? by Patricia Seybold in Online, Mobile & ITI think that Amazon’s AutoRip is brilliant, including the way the company just quietly started doing it, surprising and delighting most customers who suddenly discovered that they had a whole online music library of music they loved that they didn’t have to create or buy. Watching what happens with AutoRip ...
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Swipp: A More User-Friendly Answer for Social Search? by Patricia Seybold in Social MediaEnter Swipp.com. According to this article in Wired, Swipp was planning to remain in stealth mode a bit longer, but decided to launch early in response to Facebook Graph Search. Right now, it offers mobile apps that let you take pictures, comment, and find and discover things of interest. It’s ...
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Facebook's New Search "Graph" by Patricia Seybold in MarketingUh oh! Stand by... A lot of your seemingly unimportant Facebook posts and likes are about to be amplified as Facebook unveils its new social search capability. I haven't studied this in detail yet (not looking forward to what I'll probably find revealed about myself!). In the first round of ...
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Video: Patricia Seybold: Why Does Customer Experience Matter? by Patricia Seybold in Customer ExperienceTalking with a Reporter in Barcelona about Customer Experience -- and the Apple retail experience December, 2012
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What Technologies Did You Find Useful for Holiday Shopping? by Patricia Seybold in Online, Mobile & ITI did much of my holiday shopping in local stores and/or with local craftspeople. But I also did a fair amount online. It's just the easiest way to locate just about anything that anyone wants. What I didn't do this year was use my mobile phone for either browsing or ...
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How do we feel about "personalized pricing"? by Patricia Seybold in Online, Mobile & ITThe Wall Street Journal published a useful article, Websites Vary Prices, Deals Based on Users' Information. It talks about the ways in which Staples (and other e-tailers) use customers' IP addresses and location to provide pricing that differs by as much as 8%. The algorithm appears to be based on ...
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Pleasant Customer Experience in Online Shopping by Ronni Marshak in Customer ExperienceI do most of my holiday shopping online, and have become very close to the UPS delivery guy. Today, he delivered me 2 packages from Zazzle.com. (I've ordered a bunch of gifts from the site--this is the third year in a row.) I was delighted to receive a t-shirt I ...
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Why Big Data Matters by Patricia Seybold in Online, Mobile & ITI have been following trends in "Big Data" for some time now, although we haven't written much about it... There is SO much information being generated by sensors and behavior that is now being gathered and aggregrated and analyzed, it's hard to wrap our minds around it. Google search is ...
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I Thought I was the only one who found iTunes Hard to Use... by Patricia Seybold in Online, Mobile & ITBut then I saw this great article in Slate--- Won’t Someone Take iTunes Out Back and Shoot It? Apple's Horrible, Bloated Program Needs to Die This explains a lot...After reading this, I don't think I'll bother with the latest version of iTunes ...if Apple will let me keep using iTunes ...
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Welcome to the New and Improved Customers.com by Ronni Marshak in Online, Mobile & ITWelcome to the new and improved Customers.com website! We are very excited about the results of the two years of planning, development, and testing that we’ve done. The new site should help you navigate more easily to the exact content that you are looking for and information should be easier ...
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