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Can You Help with Malaysia Airlines' Marketing Challenge? by Patricia Seybold in MarketingMalaysia 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 was shot down over Ukraine. The airline has provided a ...
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Why Managing Cashflow is a Killer App by Patricia Seybold in InnovationDealing 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 matter how affluent the customers are. They may still have ...
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News from Nepal (via Facebook) by Patricia Seybold in Social MediaI 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. Alex Ulin and Max Silverman arrived in Katmandhu a few days before the earthquake hit. Luckily, they were not injured in ...
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7 Tips for Re-Designing Your Customer Experience as Your Customers Change by Patricia Seybold in Customer Experience“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 product marketing exec. “They used to be in their twenties; ...
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Angie’s List Needs to Get Its Act Together by Ronni Marshak in Customer ExperienceI’ve been an Angie’s List customer for a few months now. I joined because I was moving, and I knew that I would need advice and recommendations on a lot of services and contractors that would help with the move and with renovating my new home. And, for the most ...
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OPEN LETTER TO IBM Watson Health: Is It Too Late for Patients to Drive This Initiative? by Patricia Seybold in InnovationI’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 improve the lives of patients and their caregiver partners. However, ...
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The Peer-to-Peer Economy Is Growing by Patricia Seybold in InnovationI 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 2015 Uber, the world’s largest taxi company, owns no vehicles; ...
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Have you seen John Oliver's Interview with Edward Snowden? by Patricia Seybold in Online, Mobile & ITIf you haven't seen it yet, please view John Oliver's Interview with Edward Snowden. It's both hilarious and important! Comic Oliver points out that Americans might actually get the point the Ed Snowden tried to make if they realized that their sexting is routinely monitored by their government without their ...
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Privacy vs. the Value of Aggregated Data by Patricia Seybold in Online, Mobile & ITI am reading (and planning to review) Bruce Schneier's book, entitled: David and Goliath: The Hidden Battles to Collect Your Data and Control your World. I received this email from Bruce (I subscribe to these).. and once you get thru the marketing hype, I believe he is raising an important question. ...
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Unexpected Excellent Service by Ronni Marshak in Customer ExperienceYesterday, I received an email stating that “Your System Mechanic (SM) license will expire on April 08, 2015, and is set to automatically renew so you don't have any interruptions with your service.” That would be great except I don’t have that computer anymore, nor the software. I must have ...
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Peer-to-Peer Lending for Retirement Savings? by Patricia Seybold in InnovationI’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 P2P lending both to consumers and to small businesses will ...
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Patty Seybold Honored on International Women’s Day in Uganda by Ronni Marshak in InnovationOn 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 Rural Development and Training programme. The award ceremony kicked off a week of ...
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It’s 2015: Do You Know What Your Customers Are Trying to Do? by Patricia Seybold in Customer ExperienceHere’s a variation on the old parental refrain: “It’s 10 pm, do you know what your children are doing?” Do YOU know what your different types of customers are trying to accomplish? How do your products and/or services help them do that better, faster, cheaper? What are the contexts in ...
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Is U.S. Government Surveillance Wreaking Havoc with U.S. Tech Firms’ Cloud Solutions? by Patricia Seybold in Online, Mobile & ITAustralian banks are saying "Hell No, we won't go!" to the use of American companies' cloud-based solutions. David Tanis, Manager of Information Systems and Frontline Analytics for Commonwealth Bank of Australia was quoted during a Gartner Information Management Summit in Sydney on February 25, 2015, as saying: “The policy needs ...
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Patty’s Pioneer, Peter Horne, Exposes Lenovo Security Risk by Patricia Seybold in Online, Mobile & ITThings have been buzzing on our private email listserv over the past two months. Peter Horne, one of the most active members of Patty’s Pioneers*, began discussing a troubling problem he had found on a Lenovo computer he purchased in Sydney, Australia in early January, 2015. Pete quickly discovered malware ...
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What Are You Complaining About? by Ronni Marshak in Customer ExperienceIt’s snowing again! I live just south of Boston, and, guess what, it’s snowing…again. I’m sick of it! Just look at the view from the front door of my new house in suburbia! Did I move here for this? For weeks, now, it seems that practically everyone in the Boston ...
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Anthem Hack: Will It Slow the Spread of Patient Portals? by Patricia Seybold in Online, Mobile & ITWhy 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 security numbers and birthdates, as well as full names. Our ...
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Bank of America Prepares Customers for an Outage in Service by Ronni Marshak in Customer ExperienceTwo days ago, I received a message from Bank of America (where I am a customer). The email subject was, “We are making updates to better serve you.” Rather than a marketing piece touting their latest and greatest, the email, reprinted below, was simply a notification that, which the bank ...
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Comcast Continues to Insult Customers by Patricia Seybold in Customer ExperienceThe 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 established that leads its customer service reps to the kind ...
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Why Not Let Customers Help Create Your Success Metrics? by Patricia Seybold in InnovationWe 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 having, we can often guess at the firm’s compensation structure ...
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