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Patty Seybold
Patty Seybold is a consultant, customer advocate and thought leader with 30 years of experience working with customer-centric business visionaries and technology pioneers in many industries to help these leaders transform their businesses to better meet and anticipate their customers' needs. Patricia Seybold is the CEO of the Patricia Seybold Group, a Boston-based consulting firm focused on customer-led innovation, customer experience transformation, customer-centric business and IT strategies and roadmaps, and in helping leaders shift their organizations' behavior to align around customers' outcomes and customers' key issues. Seybold is the author of three best-selling books, Outside Innovation (2006), Customers.com (1998), and The Customer Revolution (2001).
Interests: gardening on the coast of maine, walking in the woods with my dog, sailing our big catamaran, strategic conversations, great dinner parties!
Recent Activity
Mayo 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... Continue reading
Posted 5 hours ago at Outside Innovation
I had an eerie thought when I read about the massive data theft of customer information at JP Morgan Chase. Much was made about the fact that the theft did not include customers’ account information or credit card information. It... Continue reading
Posted Oct 11, 2014 at Outside Innovation
In the U.S., we’re still playing catch up in mobile payments. Elsewhere in the world, mobile payments are much more commonplace. Paying for things using stored value on mobile phones, texting funds to a friend or family member, or debiting... Continue reading
Posted Oct 3, 2014 at Outside Innovation
PayPal will be spun out of eBay in 2015. That’s welcome news for those of us who follow the mobile e-wallet space. Despite its strong presence as a payment service provider, PayPal’s strategy has been hindered by its relationship with... Continue reading
Posted Oct 2, 2014 at Outside Innovation
Each year I treat myself to quality time with a group of long-time clients. I call these folks (who are mostly men) “Patty’s Pioneers.” We’ve been hanging out together for over two decades. The group has evolved over time, with... Continue reading
Posted Sep 26, 2014 at Outside Innovation
In the northern hemisphere, early September is a natural time to take stock and to set priorities. As our kids go back to school, we adults find ourselves in the same mindset: excited about learning new things, accomplishing something important,... Continue reading
Posted Aug 28, 2014 at Outside Innovation
By Patty Seybold Guess 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... Continue reading
Posted Aug 22, 2014 at Outside Innovation
If you haven’t heard of CaringBridge.org, you should know about it. Eventually you, or someone in your family, will be dealing with a major health issue. CaringBridge provides the support infrastructure to deal with one of the most important, highly... Continue reading
Posted Aug 9, 2014 at Outside Innovation
We’ve all probably done this: a business that sells to business customers offers a special deal or promotion to attract new business or to liquidate inventory, and then is unable to convert those bargain hunters into loyal, repeat customers. For... Continue reading
Posted Jul 31, 2014 at Outside Innovation
As I mentioned last week, in my post, “Enterprise Customers Forged the Apple/IBM Ecosystem,” what tickled me about the exclusive worldwide partnership announced by IBM and Apple on 7/15/14 was that it was a great example of IBM’s running around... Continue reading
Posted Jul 24, 2014 at Outside Innovation
Customer-centric executives often have an uphill battle to instill customer-centricity into their corporate cultures and to nurture and maintain that culture. In working with customer-centric execs and wannabes over 30 years, we’ve found that the ones who succeed in maintaining... Continue reading
Posted Jul 18, 2014 at Outside Innovation
What I like about the new alliance between IBM and Apple for secure mobile apps is that it’s customer-driven. This is a great example of a customer ecosystem. IBM has historically been pretty good at recognizing and acknowledging their customers’... Continue reading
Posted Jul 17, 2014 at Outside Innovation
My 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... Continue reading
Posted Jul 11, 2014 at Outside Innovation
We predict that within 24 months there will be no more waiting on hold. No more phone queues. No more music or annoying ads. No more lectures about why we should have tried self-help via the Web (If I could... Continue reading
Posted Jul 7, 2014 at Outside Innovation
I live an hour and a half away from the nearest Apple Store, so I really value the ability to solve most problems that arise with my Apple products using Apple’s great phone support. Apple was the first company in... Continue reading
Posted Jul 3, 2014 at Outside Innovation
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I've managed to lure long-time friend and colleague, Dave deBronkart, an internationally acclaimed speaker on the patient’s role in healthcare to the Boothbay peninsula to speak on Thursday, July 17th at 6:30 p.m. at St. Columba’s Church, Emery Lane in... Continue reading
Posted Jul 2, 2014 at Outside Innovation
June 25, 2014 was historic for mobile phone users in the U.S. The U.S. Supreme Court ruled on the case Riley vs. California, that police may not search the “contents” of a cell phone of an arrested suspect without a... Continue reading
Posted Jun 27, 2014 at Outside Innovation
I haven’t gotten my hands on the new Amazon Fire Phone yet, so I can’t really comment on its most dramatic feature: what Jeff Bezos refers to as “Dynamic Perspective” – the 3D effect of its unique user interface. But,... Continue reading
Posted Jun 27, 2014 at Outside Innovation
What’s the biggest differentiator for Amazon’s new Fire Smartphone? It’s not the 3D “we know where you’re looking” user interface, IMHO. It’s the tight integration of Amazon’s Mayday instant chat with someone who can help you do things on your... Continue reading
Posted Jun 20, 2014 at Outside Innovation
This week Amazon announced Amazon Prime Music—1 million songs/tracks available for free for Amazon Prime users. The company also announced more seamless integration between listening and reading to e-books. You can be reading on one device, hop in your car... Continue reading
Posted Jun 14, 2014 at Outside Innovation
By Patty Seybold I began thinking last week about all the ways in which the world seems to be spiraling out of our control. No matter how “together” or successful people are, we all seem to be deeply troubled by... Continue reading
Posted Jun 13, 2014 at Outside Innovation
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MaineHealth Required to Provide 24x7 Urgent Care on the Boothbay Peninsula For those of you who have been following our saga of a healthcare system run amok and ignoring the needs of its customers on the coast of Maine, we... Continue reading
Posted May 29, 2014 at Outside Innovation
We’ve had a lot of demand for Customer Journey Mapping recently. Perhaps it’s the customer experience flavor du jour. But we’re happy that so many companies are paying renewed attention to the quality of the end-to-end customer experience they deliver.... Continue reading
Posted May 24, 2014 at Outside Innovation
Long-time client and friend, Donald Callahan, sent us his timely analysis of a U.S. Federal Court case involving Microsoft and the attempt of the U.S. government to obtain a customer’s email from Microsoft’s Data Center in Dublin. Donald’s full analysis... Continue reading
Posted May 23, 2014 at Outside Innovation
I have known and admired Esther Dyson for a long time. I’ve also been confronted with the urgent need to improve healthcare in my rural community. So I was intrigued to discover that Esther has created an organization (HICCup) dedicated... Continue reading
Posted May 10, 2014 at Outside Innovation