In The Rise Of The Chief Customer Officer, Paul Hagen of Forrester begins, Over the past five years Forrester Research has observed an increase in the number of companies with a single executive leading customer experience efforts across a business unit or an entire company. These individuals often serve as top executives, with the mandate and power to design, [Read More →]
Ting rings the opening bell
February 10, 2012 — Doc SearlsHere, according to the ProjectVRM wiki, are the ideal characteristics of VRM tools: VRM tools are personal. As with hammers, wallets, cars and mobile phones, people use them as individuals,. They are social only in secondary ways. VRM tools help customers express intent. These include preferences, policies, terms and means of engagement, authorizations, requests and [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 →]
A visit to the advertising echo chamber
September 11, 2011 — Doc SearlsTwo days ago, eMarketer Digital Intelligence ran a post titled Age, Gender Affect Whether Consumers Will ‘Like’ an Ad. Here are the first few paragraphs: Older consumers are more likely to click on a Facebook ad, while younger consumers, who are more comfortable with interacting with brands on Facebook, are more likely to click “like.” This information can [Read More →]
VRM comes to (and from) Chile
January 7, 2011 — Doc SearlsVRM.cl is a new VRM effort in Chile. The site is in Spanish, but I’m having no trouble reading it translated by Google Chrome (a major advantage of that browser). It’s new, and they’re on Twitter as well, through @VRM_cl. I also added them to the blogroll on the right. We welcome them aboard the [Read More →]
Stuff going on
January 4, 2011 — Doc SearlsLoose beginnings: Yesterday Thomas Ruddy, who lives in Switzerland and words for the government there, gave me a variant on the old “On the Internet nobody knows you’re a dog” line. It was this: “On the Internet, every vendor knows you’re a dog.” And treats you like one, because that’s the way the system is rigged. [Read More →]
1 to Every
December 11, 2010 — Doc SearlsI have here at my left elbow an original 1993 edition of The One to One Future, by Don Peppers and Martha Rogers — the inaugural book in the authors’ 1 to 1 series, and one that had no small influence on The Cluetrain Manifesto, written six years later by Chris Locke, Rick Levine, David [Read More →]
Awake at the wheels
November 24, 2010 — Doc SearlsA year ago, at VRooM Boston 2009, Ben Rubin, founder and CTO of Zeo — the hot new sleep fitness company — visited questions about who owns and controlled personal data. Was the sleep data you produce as a customer entirely Zeo’s? Was it yours? Both? Neither? What right should anybody have to use it, [Read More →]
#vrm on twitter- Now the irrepressible ePatient Dave issues an RfP for treatment of his skin cancer http://t.co/tZq2G7sz #CtrlShift #VRM HT Doc
- need your lips on my neck!! #vrm
- Icchh Loana est moche #Vrm
- RT @dsearls: Congrats to @TingFTW (http://t.co/e64tIOVW, the new mobile phone company), now live. My #VRM take: http://t.co/tfXiaYG6
- Congrats to @TingFTW (http://t.co/e64tIOVW, the new mobile phone company), now live. My #VRM take: http://t.co/tfXiaYG6