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Brand Management

• ConnectedN's Content Curation for Social Media Engagement

  Enabling Busy Subject Matter Experts to Deliver Valuable Content to Clients and Prospects

  by Susan McKittrick

  Content curation for social media engagement. Product review of ConnectedN, a content curation platform that enables professionals to easily engage in social media conversations by making timely comments on relevant third-party content.
  Mar. 24, 2011

  Technologies

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• Confessions of a Groupon Addict

  Great for Customers, but Merchants Beware!

  by Ronni Marshak

  Groupon, the fastest growing company ever, offers a great experience on daily discount deals to customers. However, merchants who don’t think through their Groupon marketing strategy carefully can have disastrous results.
  Nov. 4, 2010

  Strategies

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• What Can Damage Apple's Amazing Customer Experience and Brand?

  Network Congestion Will Be a Challenge Even to Steve Jobs

  by Patricia Seybold

  Apple always offers a great customer experience. Yet it has chosen partners who fall down on the job. And, as you can do more with Apple products, network congestion can make the experience less than ideal.
  Jun. 17, 2010

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• How to Approach Customer Experience Management

  An Overview of Patricia Seybold Group’s Recommended Game Plan

  by Patricia Seybold

  In this report, you’ll learn how the Patricia Seybold Group defines and approaches customer experience management.
  May. 27, 2010

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• The Adobe/Apple War

  Jon Seybold, Father of Desktop Publishing, Comments on the Apple/Adobe Feud

  by Jonathan Seybold

  The father of desktop publishing, Jonathan Seybold, offers his personal perspective on the early relationship between Adobe and Apple, starting in the late 1970s.
  Apr. 20, 2010

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• Google Android vs. Apple iPhone

  Whose Application Ecosystem Will Win?

  by Patricia Seybold

  Google Android vs. Apple iPhone: Which mobile phone platform and ecosystem will attract more customers and applications? What should your company’s strategy be?
  Oct. 30, 2009

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• Local Motors

  Reinventing the Car Industry from the Outside In

  by Patricia Seybold

  Local Motors is a new American car company with an innovative approach: get customers to design cars, manufacture them locally, and let customers help assemble their own cars Build-A-Bear style!
  Oct. 23, 2009

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• How Keds Uses Zazzle's Customization

  Best Practices from the MIT Smart Customization Seminar 2008

  by Patricia Seybold

  Keds is giving customers the ability to put their own designs on their sneakers by taking advantage of Zazzle.com. Zazzle is a customer-centric ecosystem that lets customers create their own designs to products and then buy or resell their creations.
  Jan. 8, 2009

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• Mars Direct: Customized Candy Combats Commoditization

  Best Practices from the MIT Smart Customization Seminar 2008

  by Patricia Seybold

  Learn how personalized M&Ms have led to a profitable new business model. Discover how Mars Direct became an innovative “personalized expressions” company within Mars. Mars Direct’s R&D Director, Dan Michael describes the journey to-date.
  Jan. 8, 2009

  Strategies

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• How Adidas Moved to Smart Customization & Personalized Coaching

  A Journey from Mass-Produced to Smart Customization

  by Patricia Seybold

  Adidas pioneered in custom footwear and was an early leader in mass-customization. This brief case study describes the history of customization at Adidas from removable studs to just-in-time personalized coaching.
  Jan. 8, 2009

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• Making Team Innovation Work

  Learning from FIRST How to Inspire Inventors and Build an Innovative Culture

  by Patricia Seybold

  FIRST’s annual world robotics championship inspires kids to work together while competing, and to come up with innovative solutions to difficult challenges. There are lessons to be learned on how to inspire adults to innovate and cooperate.
  Apr. 30, 2008

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• IBM.com’s New Look: More Than a Face Lift

  Using Service-Oriented Architecture to Provide an Adaptive Web Experience

  by Patricia Seybold

  In June 2007, IBM launched its next-generation Web site and the framework IBM will use to provide a unified online experience across all IBM’s Web properties. This new site architecture and approach embodies a number of best practices.
  Jun. 28, 2007

  Strategies

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• Customer Innovation Guide: Core Competency 1

  Mastering the First Core Competency: Incorporating Story-Telling into Your Organization's DNA

  by Patricia Seybold

  Innovation spreads by word of mouth. It’s the stories that everyone remembers. We recommend formalizing a managed process for capturing and sharing customer-related stories.
  Mar. 28, 2007

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• Building Interactive Feedback into Your Products and Surrounding Services

  How Koko Fitness Enables Four Kinds of Interactive Feedback

  by Patricia Seybold

  How could your company benefit from building data gathering and interactive feedback into the products and services you offer? Learn how from Koko Fitness.
  Nov. 16, 2006

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• Outside Innovation (hardcover)

  How Your Customers Will Co-Design Your Company's Future

  by Patricia Seybold

  Outside Innovation provides businesses large and small with the strategies they need to let customers co-design their futures and lead them to success.
  Oct. 30, 2006

  Strategies

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• Move Over Portals; Prepare for Scenario Nets!

  The Next E-Business Model: Task-Specific Cross-Company Workflows

  by Patricia Seybold

  We’ve invented a new e-business model. We call it Scenario Nets—interlinked Web sites that help you complete a complex task.
  Oct. 20, 2006

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• GE ColorXpress® Services

  Helping Customers Design Differentiated Products

  by Patricia Seybold

  By making it easy—and exciting—for customers to become part of the color design team, GE Plastics has created an innovative business that brings customers back time and time again.
  Sep. 21, 2006

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• Virtually Being There

  Royal Caribbean Cruises, Ltd. Creates an Online Onboard Experience

  by Ronni Marshak

  In an interview with Maria Polo Gonzalez, manager of e-marketing and distribution for Royal Caribbean Cruise Ltd., she describes how she and her team brought the onboard experience online.
  Sep. 7, 2006

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• Customized, Built-to-Order Products

  Solutions that Are Configured by Me and Built for Me

  by Patricia Seybold

  When you enable mass customization, you’re designing all of your product development and manufacturing processes from the customers’ point of view—from the outside in.
  Aug. 10, 2006

  Strategies

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• Give Customers Important Roles to Play in Shaping Your Business

  Natural Behaviors You Can Tap to Unleash Customer Innovation

  by Patricia Seybold

  Our research in customer innovation revealed that there are five distinct roles that passionate customers naturally adopt with respect to an organization whose products and services they care about.
  Jul. 6, 2006

  Strategies

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