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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
The Customer Revolution Continues....U.S. Patriot Act Expires Thanks to courageous stands taken by Republican Senator Rand Paul and Democratic Senator Ron Wyden, and to an outpouring of calls and emails from American voters (thank you!), the three portions of the... Continue reading
Posted Jun 13, 2015 at Outside Innovation
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Having recently blogged about the branding issues associated with Malaysia Airlines' twin disasters in 2014, I was impressed by an article, Seeing Disaster through Consumers' Eyes, in the Philadelphia Inquirer about how the Pennsylvania disaster planners handled the derailment of... Continue reading
Posted Jun 4, 2015 at Outside Innovation
On May 15th 2015, we wrote about the fact that Malaysia Airlines had just rolled out a new social marketing platform when disaster struck twice: two major airline disasters within four months. Given the arrival of a new "turnaround" CEO... Continue reading
Posted May 25, 2015 at Outside Innovation
Dealing with Unexpected Expenses Over the last two decades, when working with financial services firms and their end-customers, we invariably encounter a common Customer Scenario: "I don't have enough money to pay for an unforeseen expense." Oddly enough, It doesn't... Continue reading
Posted May 25, 2015 at Outside Innovation
Malaysia Airlines and its passengers suffered two mysterious airplane disasters in 2014 which put the struggling airline in the spotlight. On March 8, 2014, Flight 370 disappeared completely, triggering an unprecedented international search effort. Then, on July 17th, Flight 17... Continue reading
Posted May 15, 2015 at Outside Innovation
I have a young friend on the ground in Katmandhu, Alex Ulin. Thanks to social media, her friends and family have been able to stay in touch with her. Max Silverman and Alex Ulin in Maine, just before their trip... Continue reading
Posted Apr 30, 2015 at Outside Innovation
Interacting with customers who use mobile devices as their most common tool, who search to find information dozens of times a day, and who expect immediate answers to questions and swift problem resolution via text messaging as well as phone... Continue reading
Posted Apr 30, 2015 at Outside Innovation
“We’re finding it challenging to adapt to our customers’ behaviors. They tweet, they chat, they text; they don’t want to go online and log a case,” one customer support exec recently complained. “Our best customers are first-time parents,” said a... Continue reading
Posted Apr 23, 2015 at Outside Innovation
I’m psyched about the launch of IBM’s Watson Health Business Unit. Now that I spend about 50% of my time in the healthcare world working on customer co-designed health and wellness initiatives, I’m very interested in technology advances that will... Continue reading
Posted Apr 17, 2015 at Outside Innovation
I received a thoughtful reader response from Jeff Conklin on my recent Zopa case study/update. Jeff wrote: “Your piece about Zopa (which I hadn’t heard of) is fascinating, and reminds me of a quote I saw on LinkedIn yesterday: ‘In... Continue reading
Posted Apr 9, 2015 at Outside Innovation
By Susan Aldrich As customers, we experience digital transformation all the time—perhaps almost every day. In the past decade alone, the ways we consume music, movies, photography, news, retail, and travel have changed utterly. We are on the cusp of... Continue reading
Posted Mar 26, 2015 at Outside Innovation
I’ve been following a fascinating development in the U.K. Budget process this month. It appears that Britain may be on the cusp of legitimizing P2P Lending as an investment vehicle for tax-exempt retirement savings. If this happens, it’s likely that... Continue reading
Posted Mar 20, 2015 at Outside Innovation
By Ronni Marshak On March 8, 2015, International Women’s Day, Patty Seybold was recognized as a “woman of distinction” for the work she has done since 2006 in support of the African Rural University for Women and of the Uganda... Continue reading
Posted Mar 12, 2015 at Outside Innovation
On February 25, 2015, David Tanis, Manager of Information Systems and Frontline Analytics for Commonwealth Bank of Australia was quoted during a Gartner Information Management Summit in Sydney as saying: “The policy needs to be clear," said Tanis. "We like... Continue reading
Posted Mar 5, 2015 at Outside Innovation
Why Medical Records Are Tempting Targets for Cyber Crooks The information that is collected and stored by healthcare providers and by health insurance companies includes incrdibly detailed information about our lives. In the U.S., insured patients are identified by social... Continue reading
Posted Feb 12, 2015 at Outside Innovation
The most recent Comcast customer experience debacle—changing a customer’s name to A**hole on their bill—has been widely tweeted and commented upon. Ronni Marshak digs deeper. What’s wrong with the culture that engenders these customer insults? What business processes has Comcast... Continue reading
Posted Feb 5, 2015 at Outside Innovation
We all know that you get what you measure. When we experience a dysfunctional organization, we know that we should be suspicious of the objectives that managers and employees are motivated to achieve. In fact, based on the experiences we’re... Continue reading
Posted Jan 29, 2015 at Outside Innovation
We predict that 2015 will be a great year for customer co-design initiatives. There are four converging trends that bode well for customer-centric executives: Mobile app development is a popular investment among top execs. Mobile apps are well-suited to customer... Continue reading
Posted Jan 23, 2015 at Outside Innovation
I was recently engaged to facilitate an “innovation discussion” between a client’s cross-functional innovation team and an insightful team of people from one of their customers. The session didn't meet my expectations. Don’t get me wrong; it was a valuable... Continue reading
Posted Jan 16, 2015 at Outside Innovation
Happy New Year from the Customers.com team! We believe that 2015 will be a year of grass roots activity and customer-led innovation. Consumers will continue to vote with their now meager wallets to buy the products they value and need... Continue reading
Posted Dec 31, 2014 at Outside Innovation
The best way I can think of to celebrate the holidays is to share with you this video highlighting the incredible adventurousness and creativity of our human race. Luc Bergeron, actor, director, and video editor, known as Zapatou, has compiled... Continue reading
Posted Dec 20, 2014 at Outside Innovation
Several people sent me the same article from this Sunday’s New York Times: Retirees Turn to Virtual Villages for Mutual Support. They all knew that I’m interested in, and working on, the creation of “virtual assisted living” solutions. The article... Continue reading
Posted Dec 5, 2014 at Outside Innovation
Often in a large company, the proverbial right hand doesn’t know what the left hand is doing. Each department creates policies to streamline business processes, improve consistency and quality, and preserve margins. The sales organization is anxious to drum up... Continue reading
Posted Nov 21, 2014 at Outside Innovation
By Patty Seybold At a recent TEDx, I encountered Zoe Weil (pronounced Zo While). She is a pioneer in what she calls “humane education” and “solutioning.” You can find more info on her Institute for Humane Education web site. She... Continue reading
Posted Nov 14, 2014 at Outside Innovation
We published our initial review of Apple Pay functionality on October 11th. Our conclusions are summarized in this Report Card: Customer’s Moments of Truth for Mobile E-Wallets Grade It’s not safe! Fear of theft of assets, account information getting into... Continue reading
Posted Nov 1, 2014 at Outside Innovation