I’m listening and watching with fascination to Keith Scovell‘s Shopper Power videos. In these Keith describes progress being made in a VRM direction by retailers and their upstream suppliers, detailing efforts made by Starbucks, Hallmark, CVS, Tesco/Homeplus, Frito-Lay, Reese’s and other companies — all recognizing that customers’ range of control over interactions in retail environments [Read More →]
SOPA and Customer Commons
January 18, 2012 — Doc SearlsImagine that Customer Commons had been created a year ago. To guide that imagining, here is the copy that matters from the placeholder page: Customer Commons is about us. We are a community of customers. We are funded only by customers. We serve the interests and aspirations of customers. We are the 100% Customer Commons [Read More →]
Customers are personal, cont’d
January 17, 2012 — Doc SearlsThere are so many excellent comments and questions following my last post, Consumers are social, Customers are personal, that I decided it would make more sense to address them in a new post than in comments under that one. So here goes. Joshua Marsh, the CEO of Conversocial, writes, I’m interested in your comment that [Read More →]
Occupying the Internet
January 2, 2012 — Doc SearlsAs he so often does, Dave Winer nails it, this time with The Un-Internet. Some pull-quotes: At issue is this: Control. For whatever reason, the people who run the tech companies want it. But eventually the users take it. Either the companies learn how to take the lead from their users, or they will be [Read More →]
Will 2012 be the Year of VRM?
December 27, 2011 — Doc SearlsMark Sage of CustomerThink lists “You and your data” (and, notably, VRM) among “three key loyalty trends” he sees coming in 2012. Nice to see. The specifics: Consumers are also gaining more and more power with the UK government for example recently announcing that they plan to give consumers more control over their data by releasing it [Read More →]
GoDaddy VRooMed?
December 23, 2011 — Doc SearlsGoDaddy CEO Warren Adelman says “We listened to our customers. GoDaddy no longer supports SOPA.” (Here’s the GoDaddy blog post.) Lauren Weinstein says that’s not the same as opposing SOPA: “they’re the same ethically vacuous firm as always, with their public facade changing like a chameleon, blowing in the wind of Internet public opinion.” I still [Read More →]
Say howdy to Insidr and Glome
December 8, 2011 — Doc SearlsOne is Insidr, which is “rewriting the Rules of customer support” by giving you a way to “connect directly to real people who have worked in big companies and are willing to help when the company can’t or won’t.” You post a question, offer a bounty for an answer, and get an answer from an [Read More →]
A bar(code) too high?
November 9, 2011 — Doc SearlsTwo pieces in today’s Boston Globe worth checking out. Pun intended. First is “Some markets bagging self-checkout: Cite problems and variables with system,” by Peggy Hernandez. Second is “Scan on a mission: Stop & Shop’s new smartphone app works as a super-fast self-checkout,” by Jane Dornbusch. I’ve played quite a bit with self-check-out, and with [Read More →]
Time for a market climate change
November 2, 2011 — Doc SearlsVisting Customer Analytics in Detail, the Business Intelligence Blog begins, Customers are the heart of any business. One unshakable rule of Retail business is to “know your customer.” Goes without saying, but it’s good they say it. Then, In today’s business climate, this means using business intelligence (BI) software to analyze complex customer data. Really? [Read More →]
#vrm on twitter- Le concept de #VRM semble motiver les participants à #technoark2012 Le blog du projet sera ouvert très vite, on vous y attend pour avancer !
- #google #vrm #crm Google implementing real VRM. Something I only managed to dream... http://t.co/NhJFycSE
- .@windley congrats,excited to read new book "The Live Web",quick look inside intoxicating .@dsearls great forward #vrm http://t.co/qhzyi0lN
- Customers Are Prey http://t.co/SMK3KQA8 #VRM #identity #UDPO If you want to shift nature of your participation in market,there is but 1 door
- @GinoVanOssel @natalie_berg wont work,these retailers started this trend w/ "loss-leader" pricing in-store,now #VRM shoppers have leverage..