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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
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This month, Dean Kamen and Woodie Flowers’ amazing global organization celebrates its 25th anniversary. I highly recommend that you take your kids or grandkids and make the pilgrimage to St. Louis for the FIRST world championships on April 23-26th, 2014.... Continue reading
Posted 5 days ago at Outside Innovation
This week, we’re celebrating innovation and innovative ways to be innovative. To that end, I’d like to recommend these particular articles: Why Chaos Is Important for Innovation How an Organization, Group, or Individual Can Foster Innovation by Patricia Seybold Jan.... Continue reading
Posted 6 days ago at Outside Innovation
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For those of you in the Boston/New England area, you have an opportunity to experience firsthand what a FIRST challenge looks like and to experience its gracious professionalism first-hand. The 2014 New England FIRST Robotics Competition Region Championship (Qualifying Championship)... Continue reading
Posted Apr 11, 2014 at Outside Innovation
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What if you had a Customer Advisory Board meeting in which PowerPoint presentations were banned? What if your executives and product managers spent most of the first day listening deeply to their customers talk among themselves about how they do... Continue reading
Posted Apr 4, 2014 at Outside Innovation
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We all walk around with the cloud in our pockets. Our mobile devices are our connection to the cloud. Computing resources, networking resources, storage, content, applications, and even business processes now run using cloud computing. That means that the actual... Continue reading
Posted Apr 2, 2014 at Outside Innovation
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Many of the articles we write and many of the consulting, training, and mentoring projects we do involve improving customer experience and/or designing new and/or improved products, services, and business models. Like all consultants, we have a set of methods... Continue reading
Posted Mar 21, 2014 at Outside Innovation
Both consumer and business customers rely heavily on Web self-service channels when they have a problem. Recent surveys of customers engaged in self-service activities have surfaced some interesting results. Here are a few of the highlights: Many customers have more... Continue reading
Posted Mar 15, 2014 at Outside Innovation
Edward Snowden has mobilized the Tech and UX communities to improve and to rescue the Internet. This is a watershed event. It’s an irresistible and catalyzing challenge that I believe WILL produce results. This week, Snowden threw down a gauntlet:... Continue reading
Posted Mar 14, 2014 at Outside Innovation
With this week’s report, the 4Q2013 Customer Service Update, Mitchell Kramer completes his tenth year of quarterly updates on the leading suppliers and products in customer service. That’s a pretty impressive accomplishment! What other analyst firm do you know that... Continue reading
Posted Mar 10, 2014 at Outside Innovation
“Best of” Customer Cloud Articles We’ve been writing a lot recently about “Customer Clouds.” It’s a term we coined. And it’s a movement we’re fully behind. Most of you rely on us for thought leadership around customer-impacting technology trends. This... Continue reading
Posted Mar 7, 2014 at Outside Innovation
“Why do companies invest in business process design if they don’t focus first on the processes that impact customer experience?,” Andrew Spanyi asked when we met by phone. Andrew Spanyi is a business process design, operational leadership, and performance management... Continue reading
Posted Feb 28, 2014 at Outside Innovation
I don’t believe I’ve met Satya Nadella, Microsoft’s new CEO. But I do know Bill Gates, Steve Ballmer, and John Thompson (the chairman of the board). I like the new management team. I’ve been disinterested in anything Microsoft does for... Continue reading
Posted Feb 14, 2014 at Outside Innovation
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Here are our best recent articles to help you get your customers more engaged in your customer impacting projects this year: Four Things that Will Doom Your Customer-Centric Initiatives Setting Expectations for Customer Engagements What Customer Co-Design Options Fit Your... Continue reading
Posted Feb 7, 2014 at Outside Innovation
We’d like you to raise the bar for your Customer Advisory Boards in 2014. If you already have ongoing CABs, it’s time to morph them into strategic think tanks for your internal lean start up activities. If you don’t have... Continue reading
Posted Jan 31, 2014 at Outside Innovation
I fell in love with Blair McHaney this week. His description about how he uses daily customer surveys at his fitness clubs to make operational changes in real time won him a gold star in my book. But what really... Continue reading
Posted Jan 23, 2014 at Outside Innovation
If there’s one thing your organization could do in 2014 that would make the biggest difference to its success, it’s this: Move your Customer Advisory/Advocacy leader out of Marketing and/or Sales. Have Customer Advocacy and Customer Advisory Boards report to... Continue reading
Posted Jan 20, 2014 at Outside Innovation
I read a book this fall and came back to over the holidays and decided to share it with you. There are tons of books about innovation, including mine. But I found Ori Brafman’s book, The Chaos Imperative: How Chance... Continue reading
Posted Jan 17, 2014 at Outside Innovation
Gift delivery issues plagued last-minute online shoppers this holiday season (and some not-so-last-minute shoppers). As Ronni Marshak explains, the 2013 holiday season created a perfect storm of anomalies that blew apart even the best designed fulfillment and delivery systems. Design... Continue reading
Posted Jan 13, 2014 at Outside Innovation
Wearable technology created the biggest buzz at the Consumer Electronics Show—from cameras, to ear buds, to glasses, to jackets, to shoes and socks—all with sensors that gather info and stream info to and from the wearer in real time. (For... Continue reading
Posted Jan 11, 2014 at Outside Innovation
To kick off the New Year, we offer you our best articles from last year. In fact, in order to make it easy for you to read these, we’ve removed the “paywall” for all of them for 30 days. We... Continue reading
Posted Jan 3, 2014 at Outside Innovation
We wish you a wonderful holiday, and we hope that you’ll take some much deserved personal “down time” over this holiday period. Of course, it’s a wonderful time to spend with family and friends. But it’s also a good time... Continue reading
Posted Dec 21, 2013 at Outside Innovation
Ronni Marshak’s article this week takes pointers from some very small companies she discovered while completing her holiday shopping online. What do small companies do to gain our enthusiasm and loyalty that large companies ignore? It’s about the personal touch,... Continue reading
Posted Dec 20, 2013 at Outside Innovation
As I was writing my prediction about the future of cloud computing this week, my computer died. Luckily, I back everything up using both Apple Time Machine and Dropbox, so I wasn't concerned about losing my data. As I drove... Continue reading
Posted Dec 14, 2013 at Outside Innovation
Jeff Bezos pulled off an amazing PR coup last week. Bezos seduced the 60 Minutes TV program into giving him a coveted feature spot on the Sunday evening before Cyber Monday—the biggest online shopping day of the year. He promised... Continue reading
Posted Dec 5, 2013 at Outside Innovation
By Patricia Seybold Like any customer ecosystem, the entire multi-billion dollar ecosystem that is based on Twitter is critically dependent on one thing: keeping its end-users happy and coming back for more. We’ve identified four customer-critical activities for which customers... Continue reading
Posted Dec 4, 2013 at Outside Innovation