Customers.com

Patricia Seybold

CEO

Patricia Seybold Group

Consultant in customer-led innovation and customer experience for over 30 years. Yikes!

Author of several books on said topics.

Interested in hearing stories about customer-centric stuff, great new products and services, citizens in action, kids who are transforming their worlds, any new customer-centric initiatives, crowdsourced and open sourced services.

Latest interest: customer ecosystems: how do we design and nurture entire multi-party/multi-stakeholder ecosystems that are aligned around the things that customers care the most about?

Articles authored by Patricia Seybold

What does AI Think its Good For in Customer Service? June 15, 2023
The Evolution of African Rural University January 5, 2023
Identifying the RIGHT Customers for CABs November 15, 2022
Top 12 CX Issues for Business Customers August 8, 2020
Secret to Successful Customer Engagements November 15, 2019
10 Requirements for Personal Information in Health & Fitness Apps and Patient Portals September 11, 2019
Digital Transformation at Sears Holdings July 16, 2015
Malaysia Airlines May 12, 2015
Zopa: Peer-to-Peer Lender Celebrates 10 Years March 20, 2015
Co-Designing Health & Care with a Community January 29, 2015
Designing Solutions for Aging in Place December 5, 2014
How Good Is Apple Pay’s Ecosystem? October 31, 2014
How Apple Pay Stacks Up October 11, 2014
Building an Innovation Culture September 25, 2014
A Community Fights for Its Right to Healthcare August 22, 2014
The CaringBridge Customer Ecosystem August 8, 2014
Apple/IBM Enterprise MobileFirst Partnership July 24, 2014
Ten Steps that May Save (or Improve) Your Life July 10, 2014
How Amazon’s Fire Phone Enhances Its Customer Ecosystem June 27, 2014
The Customer Revolution Is Coming Back! June 12, 2014
Customer Journey Mapping May 23, 2014
Can a Contest Improve the “Production of Health”? May 9, 2014
Culture Nurtures Innovation at Luck Stone April 25, 2014
25 Years of Training Young Innovators April 10, 2014
Leading an “Issues and Vision” Discussion with CAB Participants April 2, 2014
IBM’s MobileFirst “Customer Cloud” Strategy March 28, 2014
Where Are Your Clouds? Location Matters! March 7, 2014
Priorities for Microsoft’s New CEO February 14, 2014
Why Chaos Is Important for Innovation January 17, 2014
Cloud Computing in 2015 December 13, 2013
How Valuable and Sustainable Is Twitter’s Customer Ecosystem? November 22, 2013
Why the Healthcare.gov Insurance Exchange Bombed November 7, 2013
Why “Pay with Amazon” Is a Big Deal October 25, 2013
Four Reasons Why Customers Prefer Twitter for Customer Service September 19, 2013
Lumosity Harnesses 45 Million Brains September 6, 2013
Have We Consented to Government Surveillance? August 1, 2013
Doug Engelbart’s Design for High Performance Innovative Organizations July 17, 2013
DuckDuckGo Respects Our Privacy June 28, 2013
Customer Co-Design for Elder Independence June 13, 2013
Tackling a Wicked Problem: Water Issues! May 30, 2013
How to Address “Wicked Problems” May 23, 2013
Turn Customer Co-Design Insights into Action May 10, 2013
Boston Globe Masters Social Media in a Crisis April 25, 2013
Will Klarna Become a Major Player? March 14, 2013
Why Alaska Airlines Considers Mobile Development a Core Competency February 21, 2013
What Makes Amazon Tick? February 7, 2013
Amazon Takes on Apple in Digital Music January 24, 2013
Amazon’s Next Moves January 3, 2013
VOC: Using Customers’ Interviews to Inform Decision-Making December 13, 2012
Shopping Smarter with Mobile Devices Changes the Face of Holiday Shopping November 29, 2012
Profile of Lead Users in Systems Architecture November 8, 2012
Creating Customer Advisory Boards that Your Customers Will Love! October 25, 2012
BuzzCar—Peer-to-Peer Car Rental October 11, 2012
Innovative Approaches to Big Issues September 27, 2012
The Mobile E-Wallet Customer Ecosystem September 14, 2012
Who Are the Key Players in Mobile E-Wallets in the U.S.? September 6, 2012
Will Amazon.com Emerge as a Viable Gaming Platform? August 16, 2012
Alaska Airlines’ Evolves Its Mobile Strategy August 3, 2012
Are You Tracking Your Customers’ Locations on Their Mobile Phones? July 19, 2012
When Do You Need an App for That? July 6, 2012
Managing Customer Innovation at Alaska Airlines May 31, 2012
How to Innovate Business Models May 3, 2012
When and How to Embed Customer Co-Design into Your Projects April 19, 2012
Facebook’s Timeline: Seductive and Dangerous? March 22, 2012
Unintended Risks of Using Facebook March 8, 2012
How Does Google’s Privacy Policy Affect You? February 23, 2012
What's Your Customer Cloud Strategy? February 9, 2012
Local Motors: Open Source Car Design and Local Manufacturing January 26, 2012
The Next Big Thing: Customer Ecosystems January 12, 2012
What Stands in the Way of Successful Customer-Centric Projects? January 5, 2012
Turning Protests Into Realizable Visions December 1, 2011
Build Community Around "My Stuff" November 10, 2011
Manage My Stuff and Coordinate Around Our Stuff October 20, 2011
Developing Applications to Improve Customer Experience October 13, 2011
How To Monitor Your Return on Customer Experience September 29, 2011
Customer (and Partner) Segment Advocates September 13, 2011
Key Role: SVP of Cross-Channel Customer Experience (or Equivalent) July 28, 2011
Why Customer Experience Shouldn't Report to Marketing July 28, 2011
Optimizing the Airline Passenger Experience July 14, 2011
Why Apple's iCloud Service Will Be Successful June 30, 2011
How to Think About Your Customer Experience and User Experience Design Strategy June 23, 2011
A Best Practice Example of Applying UX Principles to Product Design and Development June 16, 2011
Living and Working in "the Cloud" June 2, 2011
Is User-Centered Design the Missing Link? April 28, 2011
Nature's Scitable: Going Mobile March 31, 2011
How to Transform the Quality of Life in African Rural Communities March 17, 2011
Why the Huffington Post Is Successful February 17, 2011
Why Quora Is Useful (and Addictive) February 3, 2011
Designing/Refining Your Mobile Strategy December 23, 2010
Accidental Billionaires? November 11, 2010
Facebook Tries to Clean Up Its Privacy Act October 14, 2010
Customers.com Handbook September 16, 2010
What Can Damage Apple's Amazing Customer Experience and Brand? June 17, 2010
Pandora: Delivering Personalized Internet Radio June 10, 2010
How to Approach Customer Experience Management May 27, 2010
AIP UniPHY: Creating a Professional Social Network March 4, 2010
What Happened in the Music Industry Will Happen To You March 1, 2010
Five Steps to Success in Designing a Customer-Centric Business February 4, 2010
How Custom Product Design Can Spawn Customer-Centric Ecosystems January 7, 2010
Innovation in Education: School Children Improve Their Families' Livelihoods November 25, 2009
Google Android vs. Apple iPhone October 30, 2009
Local Motors October 23, 2009
Nature Reinvents Textbooks October 1, 2009
Want Customer-Contributed Content? September 1, 2009
How Citrix Evolved Its Online Community of Customer Advisors August 6, 2009
Who "Owns" Your Medical Records July 8, 2009
How Visionary Customer-Centric Execs Keep Innovation Alive June 18, 2009
Google Wave June 11, 2009
How Customer-Centric Visionaries Make Information Valuable June 2, 2009
Green Engineering: Cutting Energy Consumption in the Tropics May 7, 2009
Business Week's Business Exchange April 29, 2009
Why Twitter Rules and What to Do About It April 13, 2009
Green Infrastructure March 20, 2009
Smart Transportation: Mobility-on-Demand March 12, 2009
How Keds Uses Zazzle's Customization January 8, 2009
CustoMax: Platform & Ecosystem for Custom-Tailored Apparel January 8, 2009
Smart Customization Comes of Age January 8, 2009
Mars Direct: Customized Candy Combats Commoditization January 8, 2009
Spreadshirt: Customers Want to Create Their Own Brands and Amplify Your Brand January 8, 2009
How Adidas Moved to Smart Customization & Personalized Coaching January 8, 2009
Are We Entering a Golden Age of IT? November 13, 2008
Rethinking CRM: Provide Customers the Information They Care about in a Seamless Fashion August 21, 2008
Using Lakes to Monitor the Health of the Planet August 7, 2008
What Are Visionary Customer-Centric Execs Thinking About? June 5, 2008
Making Team Innovation Work April 30, 2008
Customer Innovation Guide: Core Competency 5 April 3, 2008
CohesiveFT Makes It Easy to “Roll Your Own” Virtual Servers March 20, 2008
B2B Firms Are Adopting Web 2.0 January 31, 2008
How Should You Manage Customer and Partner Portals? December 6, 2007
Managing Customer Advisory Board Programs November 21, 2007
Partner Portals Should Be Combined with Customer Portals October 4, 2007
Customer Innovation Guide: Core Competency 4 August 30, 2007
Why CRM Is the Wrong Answer to the Wrong Question July 12, 2007
Customer Innovation Guide: Core Competency 3 July 12, 2007
IBM.com’s New Look: More Than a Face Lift June 28, 2007
What Customer-Centric Visionary Execs Are Doing in 2007 May 17, 2007
Outside In April 19, 2007
Customer Innovation Guide: Core Competency 2 April 12, 2007
Publishing 2.0/Libraries 2.0: Students are Shaping the Future of Academic Publishing March 29, 2007
Customer Innovation Guide: Core Competency 1 March 28, 2007
Digital Natives in the Classroom Are Propelling Us to School 2.0 March 21, 2007
Customer Co-Design in Rural Uganda March 8, 2007
How to Get From Product 2.0 to BIZ 3.0 February 15, 2007
Customer Innovation Guide: Taking the Fifth Step January 18, 2007
A Coordinated Game Plan for Business and IT Execs to Spur Outside Innovation January 11, 2007
Customer Innovation Guide: Taking the Fourth Step December 21, 2006
Customer Innovation Guide: Taking the Third Step November 22, 2006
Building Interactive Feedback into Your Products and Surrounding Services November 16, 2006
Customer Innovation Guide: Taking the Second Step November 9, 2006
Outside Innovation (hardcover) October 30, 2006
Move Over Portals; Prepare for Scenario Nets! October 20, 2006
Customer Innovation Guide: Identify and Study Lead Customers October 19, 2006
Customer Innovation Guide: Five Roles Your Customers Should Be Playing October 11, 2006
Outside Innovation at the BBC October 5, 2006
Landscape Forms’ Use of GE ColorXpress® Services Customer Innovation Center for a New Product Launch September 28, 2006
GE ColorXpress® Services September 21, 2006
Online Customer Communities Are Strategic September 14, 2006
Asterisk and Digium August 31, 2006
Customized, Built-to-Order Products August 10, 2006
Enabling Customer Co-Design August 10, 2006
Chief Customer Officer July 13, 2006
Give Customers Important Roles to Play in Shaping Your Business July 6, 2006
What Business Models Work in an Open Source World? June 29, 2006
Bathing Your Organization in Real-Time Customer Context June 22, 2006
Muji June 15, 2006
Staples June 8, 2006
What's on the Minds of Lead Customer-Centric Executives in 2006? May 25, 2006
Making Outside Innovation the “Path of Least Resistance” in Your Organization May 11, 2006
Mozilla Firefox April 20, 2006
Koko Fitness April 13, 2006
National Instruments April 6, 2006
Introduction to Outside Innovation March 30, 2006
Customer Scenario® Design: An Approach for Outside Innovation March 23, 2006
The History of Customer Scenario® Design March 23, 2006
Lego Mindstorms NXT March 16, 2006
Zopa Case Study: How Zopa Is Creating a New Financial Services Exchange February 23, 2006
Provide a 360-Degree View of the Customer Relationship January 25, 2006
Streamline Business Processes that Impact the Customer January 12, 2006
Own the Customer’s Total Experience December 22, 2005
Concerns of Customer Visionaries in Q4 2005 December 15, 2005
Customer Service Tool Kit November 14, 2005
Meeting the Customer Experience Challenge November 3, 2005
Target the Right Customers October 20, 2005
Branded Customer Service September 29, 2005
Leading an “Issues and Vision” Discussion with Customers (and Partners) September 15, 2005
Why the Buzz About Google Talk? September 1, 2005
Democratizing Innovation August 18, 2005
Identifying Operational Customer Experience Metrics August 4, 2005
Are You Handling Content Management as a Customer-Critical Issue? July 21, 2005
Return on Customer July 21, 2005
In Google We Trust? July 7, 2005
Concerns of Customers.com Visionaries in Q2 2005 July 7, 2005
Selecting and Recruiting Customers for Customer Scenario® Mapping Sessions June 9, 2005
A Call for Accounting Transparency: The Value of Customers and Brands June 2, 2005
Nurturing Customer Loyalty in the B2B World May 26, 2005
Let Customers Co-Design Your Customer-Critical Initiatives May 26, 2005
SOA, All Over Again May 12, 2005
Establishing and Nurturing a Customer-Centric Culture May 5, 2005
How to Think About Content Management May 5, 2005
What Are Customer Experience Best Practices? April 28, 2005
Building Buy-In for Customer-Centric Initiatives April 21, 2005
Design Your Quality of Customer Experience (QCE) Scorecard March 24, 2005
Apple’s Lessons for the Rest of Us January 27, 2005
Customer Portals: Central to Your Customer Experience Strategy January 27, 2005
QCE Resolutions January 20, 2005
Cross-Channel Shopping Shines in the 2004 Holiday Season January 6, 2005
How the Blogging Community Accelerated Tsunami Relief January 6, 2005
Looking for Business Architects? November 23, 2004
Why It's Hard to Prioritize IT Initiatives around End-Customer Impacting Issues November 10, 2004
VP of Customer Intelligence November 4, 2004
Sr. IT Architect for Cross-Channel Customer Experience October 7, 2004
Banks Measure What Matters to Customers—and Improve Service September 23, 2004
Where Does Support Fit in Your Customers’ Lifecycles? Everywhere! July 29, 2004
HP Provides Cross-Channel Inventory Visibility July 1, 2004
Customer Scenario Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? (Part 2) June 17, 2004
Customer Scenario Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? (Part 1) June 3, 2004
Payment Strategies May 27, 2004
Project Avalanche April 15, 2004
Rethinking CRM April 1, 2004
How to Identify Business Patterns, Part 2 March 11, 2004
How to Identify Business Patterns, Part 1 March 4, 2004
Why Skype’s Peer-to-Peer Voice over IP Is Revolutionary February 5, 2004
Best Practices in Dealing with Consumers’ Cross-Channel Retail Behavior January 29, 2004
Designing a Customer-In CMR Environment January 22, 2004
Capturing Customer Requirements for Content Management December 24, 2003
Emerging Governance Structures for Tackling Information Management November 13, 2003
Making Progress in Cross-Channel Retail September 25, 2003
Gaining Adoption & ROI for Your Software Projects August 14, 2003
Granularity Rocks! July 17, 2003
Netflix.com Wins Patent on Business Methods July 10, 2003
Gathering Customers' Real Requirements July 3, 2003
Wanted: Information Architects! June 26, 2003
Beware of Business Process Management May 8, 2003
Support for Business Processes (Theirs and Ours) April 17, 2003
The Future of Marketing and Branding March 27, 2003
Understanding Your Next Generation Customers March 20, 2003
Supporting the Partner Channel March 13, 2003
How to Think about Portals February 27, 2003
The Network Effect February 27, 2003
Who Is Accessing Your Information? February 20, 2003
Protecting Your Digital Assets February 13, 2003
Understanding Digitization: Trends in Business Models February 6, 2003
How Should You Manage Content within Your Enterprise? January 30, 2003
Services on Our Mind January 16, 2003
Amazon.com: Retailers’ Friend or Foe? December 19, 2002
Lands’ End Brings the Softer Side to Sears December 13, 2002
A Better Way to Measure ROI November 21, 2002
Customer Issues: Single Sign-On November 14, 2002
How to Prioritize Your Roadmap Using Customer Experience & Value November 7, 2002
Common Pitfalls to Avoid in CRM October 24, 2002
The Next Big Thing: Adaptive Business Process Management October 10, 2002
Implementing & Refining IT Projects October 10, 2002
BPR for CRM? September 19, 2002
Why IT Architecture Is Important in the Selection of a CRM Solution August 29, 2002
What’s Your Portal Strategy? August 8, 2002
Who "Owns" the Customer in Your Company? July 18, 2002
Of Mergers and Brands May 16, 2002
Why Web Services Are Strategic May 2, 2002
On the Front Lines of the Customer Revolution: Part 3 April 25, 2002
On the Front Lines of the Customer Revolution: Part 2 April 18, 2002
On the Front Lines of the Customer Revolution: Part 1 April 11, 2002
The Five Waves of CRM March 7, 2002
Will Your Company Be Well-Positioned When the Economy Rebounds? February 28, 2002
Designing a Customer Flight Deck(SM) System - Customer Goals February 8, 2002
Designing a Customer Flight Deck(SM) System - Customer Segmentation January 31, 2002
Don’t Wait to Extend Your Enterprise! January 17, 2002
What to Look for in a Web Services Assembly Platform January 10, 2002
Defining Metadata November 15, 2001
What Comes After CRM? November 8, 2001
Designing a Customer Flight Deck(SM) Performance Management System October 25, 2001
Meta Customer Flight Deck(SM) August 23, 2001
Saving Customers’ Time: Master Customer Scenario® Design June 7, 2001
The Customer Revolution June 1, 2001
National Semiconductor Seduces Its Value Chain May 1, 1998
Focus Your Electronic Business Efforts on Saving Customers Time and Sparing Them Aggravation December 1, 1997
Doug Engelbart’s Design for Knowledge-Based Organizations—Part 2 March 25, 1992
Doug Engelbart’s Design for Knowledge-Based Organizations—Part 1 February 12, 1992

Forum posts by Patricia Seybold

What does AI Think it's Good for in Customer Service? June 16, 2023
THE PROS AND CONS OF USING GPT FOR CUSTOMER SERVICE Written by Chat GPT 3.5 (95%) June 15, 2023
African Rural University's Innovative Customer Ecosystem April 18, 2023
Who Invented Customer Scenario Mapping? March 25, 2023
Looking for Customer Innovation in 2023 January 20, 2023
Why is CX so Hard in Health Care? January 20, 2023
Customer Journey Mapping--Seybold Style January 16, 2023
Customer Experience Mapping with Patients January 3, 2023
Amazon+Whole Foods: Customer Win or Disaster? June 23, 2017
L.L. Bean: Maintaining Trust in Turbulent Times January 11, 2017
Trump's Tweets: Cyber-Bullying or Citizen-Direct Dialogue? December 10, 2016
GoFundMe Invests in Amazing Customer Service November 26, 2016
How Google Erased Anonymous Tracking & Nobody Noticed October 26, 2016
How Do Customers Feel about Corporate Tax Dodging? September 6, 2016
Eric Topol: Patients Should Own & Control their Medical Data July 28, 2016
Precision Medicine: IBM Watson Partners with VA on Cancer July 4, 2016
Precision Medicine: Formation & Evolution of US Genomic Data Commons July 4, 2016
Can Vets Help US Citizens Get Gun Control Enacted? June 18, 2016
Linked In + Microsoft: The End of Office Productivity June 17, 2016
Why Engage Community Members in the Design of a University Library? May 26, 2016
How Seniors are Designing Social Support Networks April 13, 2016
Has Twitter Forgotten its Customers? April 1, 2016
Why Apple vs. FBI Matters March 7, 2016
Don't Miss Your Chance to Shape the Future of Medicine February 25, 2016
Can US Ensure Privacy of EU Customers' Info? February 9, 2016
Will Patients Shape the Field of Precision Medicine? January 30, 2016
10 Ways to Harness Your Customers' Intelligence January 17, 2016
Pattys' Pioneers Predictions for 2016 January 16, 2016
Seven Things Your Customers Will Demand in 2016 January 4, 2016
New Energy for Climate Innovation December 22, 2015
Graduates Co-Designed their University & Validated its Curriculum December 3, 2015
Current State of Encryption & Privacy December 2, 2015
Healthy Reactions to Terrorism November 23, 2015
European Customers' Data is No Longer Safe in US Companies' Systems November 9, 2015
Patterns from Patty's Pioneers Meeting in October 2015 November 3, 2015
Solu: Innovative Personal & Social Computing Ecosystem October 24, 2015
Microsoft Reboot: Pretty Impressive October 10, 2015
Can We Provide Secure Internet Access for All by 2020? September 28, 2015
Can Microsoft Regain Relevancy? September 20, 2015
Will Apple CX Continue to Wow? September 10, 2015
Co-Designing a Community Center August 30, 2015
Wrong Customers in Your CABs? August 24, 2015
TEST--PIX Only August 15, 2015
Will Xiaomi Stop the iPhone in China? August 15, 2015
How to Improve your B2B Customer Experience August 8, 2015
Amazon's Prime Day Experiment July 29, 2015
Can Sears Cross-Channel Experience Restore Profitability? July 16, 2015
Are we on the verge of a Global Financial Collapse? July 9, 2015
Should we be automating CX? June 26, 2015
US Citizens' (Small) Victory in Fight Against Govt. Search & Seizure June 13, 2015
A Quiet (Customer) Revolution in US Healthcare June 5, 2015
Disaster Planning: Put Yourself in the Shoes of the Victims' Families! June 3, 2015
Will US Citizens Win Back their Right to be Secure Against Unreasonable Search & Seizure? May 27, 2015
Your Great Suggestions for Malaysia Airlines May 22, 2015
Can You Help with Malaysia Airlines' Marketing Challenge? May 14, 2015
Why Managing Cashflow is a Killer App May 6, 2015
News from Nepal (via Facebook) April 30, 2015
7 Tips for Re-Designing Your Customer Experience as Your Customers Change April 23, 2015
OPEN LETTER TO IBM Watson Health: Is It Too Late for Patients to Drive This Initiative? April 16, 2015
The Peer-to-Peer Economy Is Growing April 9, 2015
Have you seen John Oliver's Interview with Edward Snowden? April 8, 2015
Privacy vs. the Value of Aggregated Data April 7, 2015
Peer-to-Peer Lending for Retirement Savings? March 20, 2015
It’s 2015: Do You Know What Your Customers Are Trying to Do? March 5, 2015
Is U.S. Government Surveillance Wreaking Havoc with U.S. Tech Firms’ Cloud Solutions? March 5, 2015
Patty’s Pioneer, Peter Horne, Exposes Lenovo Security Risk February 27, 2015
Anthem Hack: Will It Slow the Spread of Patient Portals? February 12, 2015
Comcast Continues to Insult Customers February 5, 2015
Why Not Let Customers Help Create Your Success Metrics? January 30, 2015
Mobile Apps: The Path of Least Resistance for Customer Co-Design January 22, 2015
Innovation: Creating vs. Problem Solving January 15, 2015
2015: Industries Ripe for Disruptive Innovations December 31, 2014
“Best of YouTube 2014” Video December 19, 2014
How to Create Senior-Friendly Services & Communities December 5, 2014
Do Your Policies Make Your Existing Customers Angry? November 21, 2014
Transforming Education to Create a Generation of Change-Makers November 14, 2014
How Viable Is the Apple Pay Ecosystem? October 31, 2014
IBM's BlueMix Mobile Development & Cloud Services October 25, 2014
New Community-Led Patient Empowerment Program October 24, 2014
Mayo Clinic Names E-Patient Dave as Visiting Professor October 23, 2014
Is the JP Morgan Chase Data Breach Related to Apple Pay? October 11, 2014
Does Apple Pay Address Consumers’ Showstoppers? October 11, 2014
Evaluating Current Mobile Payment Options October 2, 2014
PayPal Is Poised for Bigger Things October 2, 2014
How Innovative Is YOUR Culture? September 25, 2014
Apple Watch Will Boost Interest in Personal Health Records September 11, 2014
Apple's iCloud Security Woes September 4, 2014
Does Your Community Have a Right to Healthcare? August 22, 2014
CaringBridge: An Almost Perfect Customer Ecosystem August 8, 2014
Avoiding B2B One-Night Stands July 31, 2014
Can IBM Be a Major Player in the Apple Enterprise Ecosystem? July 24, 2014
Enterprise Customers Forged the IBM & Apple Customer Ecosystem July 17, 2014
Must Read: E-Patient Dave’s Book on Patient Engagement July 10, 2014
Don’t Take Customers’ Most Valuable Asset: Their Time! July 7, 2014
Why I Love Apple’s Customer Service July 3, 2014
e-Patient Dave Speaking on Patient Engagement in Boothbay Harbor, ME July 1, 2014
Contemplating Amazon’s Fire Phone June 27, 2014
No More Unlawful Search of Mobile Phones in U.S.? June 27, 2014
Amazon’s New Fire Phone’s Mayday Service Will Raise the Bar for ALL Customer Service June 19, 2014
Will Customers Regain Control Over Their Lives? June 13, 2014
Amazon’s Faux Pas Comes at a Bad Time June 13, 2014
How to Use Customer Scenarios as a Sales Tool May 29, 2014
Customer Journey Mapping—Seybold Style May 24, 2014
Why the U.S. Government Thinks It Can Search Peoples’ Electronic Information in EU Data Centers May 22, 2014
The Way to Wellville: A Contest to “Produce Health” in the U.S. May 9, 2014
Featured Case Studies May 2, 2014
Using Customer Scenario Mapping at Appirio April 29, 2014
Using iPad & Apps to Transform Just-in-Time Delivery at Luck Stone April 25, 2014
FIRST: Celebrating 25 Years of Training Young Innovators April 14, 2014
Best of Our Innovation Articles April 12, 2014
See FIRST in Action April 11-12 in Boston! April 11, 2014
What’s the Problem with CABs? Too Little Listening; Too Many Presentations! April 4, 2014
Can IBM Deliver Customer Clouds? April 3, 2014
How We Co-Design Customer Co-Design March 20, 2014
Edward Snowden’s Call to Action March 13, 2014
What Matters Most in Customer Self-Service? March 13, 2014
Ten Years of Covering Customer Service Software Companies! March 6, 2014
Customer Clouds: The Next Big IT Battleground March 6, 2014
Customer Experience Priorities Should Drive Business Process Design February 27, 2014
Open Letter to Microsoft’s New CEO February 13, 2014
Best of Our Customer Co-Design Articles February 6, 2014
Do You Want Staid Customer Advisory Boards or Incubators for Innovation? January 30, 2014
Nina Web from Nuance: a Strong and Attractive Virtual Agent Offering January 30, 2014
Using Daily VOC to Improve Customer Experience January 23, 2014
How to Create the Conditions for Innovation January 17, 2014
Why CABs Shouldn’t Be Run by Marketing January 16, 2014
The Holiday Delivery Debacle: How Do You Recover Customers’ Trust When Your Entire Ecosystem Has Just Failed Them? January 11, 2014
Wearable Tech for Elders? January 10, 2014
Best of 2013 Customers.com Articles January 2, 2014
Seasons Greetings: Celebrate “Down Time” December 20, 2013
Sign Up Now for Your Free Consultation December 19, 2013
How to Treat Customers the Way a Small Company Does December 19, 2013
Customer Clouds Are Inevitable December 14, 2013
What's a Customer Cloud? December 9, 2013
Amazon’s Drones & Healthcare.gov December 5, 2013
What’s the Value of Twitter’s Ecosystem? November 25, 2013
What Could Destroy Twitter’s Customer Ecosystem? November 23, 2013
Stop Robocalls! November 15, 2013
Why the Healthcare.gov Debacle Happened November 8, 2013
Blackberry’s Fate? Why Not Ask the Customers? November 2, 2013
What’s the Secret to Great Customer Service? People Who Care November 1, 2013
Pay with Amazon from Your Mobile Phone? October 29, 2013
How a Finnish Journalist Tried to Save Nokia October 15, 2013
How We Lost Our Hospital October 11, 2013
How to Avoid the 4 Biggest Pitfalls in Customer Engagements September 30, 2013
Larry Ellison’s Priorities? Not His Customers! September 28, 2013
Is There Hidden Value in Twitter? September 20, 2013
When Mobile Phones Are Free….Where Will Most Innovation Come From? September 13, 2013
Video: Patricia Seybold: Customers.com September 8, 2013
Innovation Meets the Revolution September 8, 2013
Video: 1991 Engelbart/Seybold, Together We Can Get There September 8, 2013
Improve Your Brain by Playing Games? September 7, 2013
Good Profile of the People Edward Snowden Trusts with His Revelations August 31, 2013
Recent Important Articles about Surveillance August 31, 2013
Microsoft’s Next CEO? August 30, 2013
Using Customers’ Transactional Info to Deliver Great Customer Service August 30, 2013
How Not to Run a Customer Advisory Group August 15, 2013
Bezos Buys Washington Post August 9, 2013
Yeah! Red Sox Owner, John Henry, Just Bought the Boston Globe! August 4, 2013
Snowden & NSA Surveillance August 1, 2013
Learning from Revolutionaries: Doug Engelbart & John Seybold July 19, 2013
Peer2Peer Business Models July 13, 2013
Celebrate Our Independence and Demand the Consent of the Governed July 3, 2013
DuckDuckGo—A Private Alternative to Google June 21, 2013
A Pragmatic Solution for Eldercare in the US—Designed by Elders for Elders June 14, 2013
How Should the Disclosures about NSA Snooping Change Things? June 14, 2013
Tackling a Wicked Problem: California’s Water Supply June 4, 2013
What Are Wicked Problems, Why Are They Wicked, and How Do You Deal with Them? May 27, 2013
Why Privacy Is a Luxury in the Next Generation of Computing May 24, 2013
5 Habits for Customer-Centric Execs May 16, 2013
Breakthroughs in Bio-Computing May 16, 2013
Why Don’t Customers Count in Rural Healthcare? May 10, 2013
Citizens' Reactions to Boston Marathon Bombing: Good and Bad April 18, 2013
Students Co-Design African Rural University April 13, 2013
Bitcoin Hacked Again and Again April 11, 2013
What You Should Know about the Bitcoin Revolution April 4, 2013
The Art of Collaborating with Customers April 4, 2013
Don't Mess with Your Customers' Money! April 3, 2013
Re-Inspired by the Women of the African Rural University in Uganda March 28, 2013
Is It Time to Take Your Kids to Live Abroad? March 15, 2013
Humorous Example of Metaphors Run Amuck March 7, 2013
How to Design a Customer Ecosystem for Utilities--A lesson from the past February 12, 2013
Maybe Blackberry isn't Dead after all? January 31, 2013
Facebook Search Graph Is Here: Fix Your Privacy Settings (Again!) January 24, 2013
Amazon’s AutoRip: Will It Lure Customers Off iTunes? January 24, 2013
Swipp: A More User-Friendly Answer for Social Search? January 24, 2013
Facebook's New Search "Graph" January 17, 2013
Video: Patricia Seybold: Why Does Customer Experience Matter? December 31, 2012
What Technologies Did You Find Useful for Holiday Shopping? December 27, 2012
How do we feel about "personalized pricing"? December 23, 2012
Why Big Data Matters December 6, 2012
I Thought I was the only one who found iTunes Hard to Use... December 1, 2012
Amazing Video of Flying Robots! October 31, 2012
Video: Patricia Seybold at BIF-5 October 25, 2012
Any Reactions to New iPad Mini?? October 23, 2012
Attractive Business Model for Customer Innovation: Peers Inc. October 12, 2012
Community Hospital Case Study in Progress: NEED HELP! October 4, 2012
Patterns in Innovation: Bottoms Up Activism September 27, 2012
Apple vs. Amazon: How Will Consumer Electronics Impact Mobile E-Wallets? September 14, 2012
What Most People Want in an E-Wallet September 1, 2012
Will You Use an E-Wallet on Your Mobile Phone? If so, whose? August 31, 2012
How Alaska Airlines Evolved its Mobile Strategy August 3, 2012
SHOULD You Know Where Your Customers are? July 19, 2012
How to Excel in a Customer's Crisis June 28, 2012
Have You Seen these "Peggy" Videos? June 23, 2012
Watching Southwest Airlines Behind the Scenes May 26, 2012
Why Customer Experience Shouldn’t Report to Marketing May 13, 2012
How Alaska Airlines Uses Comedy to Build a Distinctive Brand May 13, 2012
How Alaska Airlines has Implemented its Mobile Strategy May 12, 2012
Mobile Phone Users: Know How to Protect Your Privacy April 30, 2012
Disconnect from being Tracked! March 29, 2012
How the Commonwealth of Massachusetts Redesigned its IT Practices to Put Residents First February 27, 2012

Comments made by Patricia Seybold

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