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Microsoft Reboot: Pretty Impressive by Patricia Seybold in Online, Mobile & ITLast month I pointed out how far Microsoft had dropped on the relevancy radar for both business and consumer customers. I chronicled a few of my reasons for suspecting that Microsoft's reboot attempts might actually work. On October 6th, Microsoft held its major Device Event in NYC. The showmanship rivalled ...
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Can We Provide Secure Internet Access for All by 2020? by Patricia Seybold in Online, Mobile & ITHow will the ALL the World's Citizens gain Affordable, Secure Internet Access by 2020? Bono and Mark Zuckerberg partnered in a well-timed Op Ed that was published in the Sunday New York Times on September 27th. It is titled: To Unite the Earth; Connect It. Their call to action coincided ...
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Can Microsoft Regain Relevancy? by Patricia Seybold in Online, Mobile & ITI never think about Microsoft any more. I'm not alone. But I think that's about to change and I'm puzzled about what Microsoft is doing differently that is bringing it back on to my radar. A year and a half ago, I wrote an Open Letter to CEO Satya Nadella ...
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Will Apple CX Continue to Wow? by Patricia Seybold in Customer ExperienceThere's no doubt that Apple knows how to stage an announcement. It's always great theater! There were probably more people watching the September 9th 2015 Apple product announcements than typically watch a major sporting event. But instead of "goofing off," an Apple product announcement is construed by most bosses as ...
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Co-Designing a Community Center by Patricia Seybold in InnovationOn Saturday, August 29th, we held the Grand Opening of our new Community Center here in Boothbay Harbor, Maine. It was a fantastic event--about 300 people showed up to tour the new facility during the Open House. What makes this event significant is the way it was done, what it ...
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Wrong Customers in Your CABs? by Patricia Seybold in InnovationIt never ceases to amaze me how little most execs know about "a day in the life" of the people who rely on their products and services to get things done. Somebody or some group in the company is usually steeped in end-user research, but that research is "presented" to ...
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TEST--PIX Only by Patricia Seybold in OtherA customer support site that uses Zendesk " src="/media/uploads/forum-blog-images-2015/aru_graduation_nov_2015_-resty_and_flavia-lower_res_(1)_big.jpg" alt="Resty Namubiru and Flavia Nambooze Graduates" width="460" height="388" />
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Will Xiaomi Stop the iPhone in China? by Patricia Seybold in Online, Mobile & ITThere's a "new" smartphone that's gaining rapid marketshare and challenging Apple's global brand primacy: Xiaomi's ((pronounced Show-em) Mi. The privately-held Chinese manufacturer of Android-based smartphones and other electronics reported sales of 34.7 million smartphones in the first half of 2015, 33% more than for the same period last year. The ...
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How to Improve your B2B Customer Experience by Patricia Seybold in Customer ExperienceWhat are the Top 12 Things that Annoy Your Business Customers? Here are the current Moments of Truth that keep emerging as we work with business customers to co-design their ideal customer experiences in a wide variety of industries, with quite different products and services—from software to information, from analysis ...
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Amazon's Prime Day Experiment by Patricia Seybold in Online, Mobile & ITAmazon Prime Day, which celebrated the 20th anniversary of the Prime members’ program on July 15, 2015, has taken a lot of flack as a bad customer experience, based on negative tweets and members’ frustration about the quality, availability, and accessibility of the items featured in the sale. Prime Day ...
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Some Apple Blunders in Customer Experience by Ronni Marshak in Customer ExperienceYesterday, I spent over three hours on the phone with Apple Support—albeit, that was over three calls, each over an hour. The first thing to say is that the Apple Support agents are extremely nice and worked diligently to help me. The next thing is that there are some areas ...
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Can Sears Cross-Channel Experience Restore Profitability? by Patricia Seybold in MarketingWe seem to keep circling back to the retail icon, Sears. Sears has always interested me because I grew up with its "wish book" big color catalog which arrived every autumn. Like many American kids, I would pour over the toys pages and circle the ones I wanted Santa to ...
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Are we on the verge of a Global Financial Collapse? by Patricia Seybold in OtherFor the past several weeks, alarm bells have been going off in my head. I expected Greece to default on its debt, and I was concerned about the possibility of contagion. I am afraid that the game of monetary musical chairs that keeps the derivative economy moving, will crash to ...
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Should we be automating CX? by Patricia Seybold in Customer ExperienceMy husband and I have interesting dinner conversations. He truly believes that we're on the brink of a major financial collapse. He also believes that attempts to stimulate the U.S. economy are doomed to failure, because, as he puts it in one of his blog posts: "The jobs are gone ...
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8 DOs and DON'Ts for Customer Advisory Boards by Ronni Marshak in Innovation6 Things Customer Advisory Board Members Love to do: Network with their peers. What makes a Customer Advisory Group great is the value of the relationships that customers build with one another. You know you're on the right track if members call one another for advice in between meetings. Share ...
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US Citizens' (Small) Victory in Fight Against Govt. Search & Seizure by Patricia Seybold in Customer ExperienceThanks 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 US Patriot Act that authorized the mass collection and data mining of the phone records of US ...
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A Quiet (Customer) Revolution in US Healthcare by Patricia Seybold in Customer ExperienceAs many of you know, I'm involved in the customer-led design of a new integrated primary care system in my rural community in Maine. That's why I was so impressed by the documentary film, entitled the Quiet Revolution, that aired last month on our local Public Broadcasting System (PBS) channel. ...
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Disaster Planning: Put Yourself in the Shoes of the Victims' Families! by Patricia Seybold in Customer ExperienceHaving 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 Amtrak 188 in which 200+ passengers were injured: "After a major ...
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Will US Citizens Win Back their Right to be Secure Against Unreasonable Search & Seizure? by Patricia Seybold in Customer ExperienceThe Customer Revolution appears to be glimmering back to life in the U.S.A. I usually avoid touching on politics in my articles and posts for customer-centric execs, but when it comes to citizens' rights, these seem to me to be important to all of us who value the Voice of ...
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Your Great Suggestions for Malaysia Airlines by Patricia Seybold in MarketingLast week, 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 and major restructuring at the government-owned airline, we wondered out loud whether ...
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