Re: [projectvrm] Disruption and consumer power

[Don Marti < >]

begin Katherine Warman Kern quotation of Sun, Jun 22, 2014 at 07:30:06AM 
-0400:

> Retailers should ask their sales people which mannequin outfits lure more 
> customers and a lot of other questions that then motivate the sales person 
> to actually pay attention to what customers are doing and have a 
> conversation with them.  
Yes, that's what a lot of the best companies do.
A good customer service operation can feed a lot of
information in both directions.  It's more typical,
though, to try to "de-skill" the front-line jobs
and carefully control communication by actual
customer-facing people, and then add on a social
media marketing operation in parallel.  

(I keep running my mouth about how privacy will
force _advertisers_ to spend on content with positive
extenalities instead of tracking with negative ones,
but maybe there's also a win for customer-facing
employees--the less that the creepy robot can learn
about the customers, the more information power that
the person working the register has, too.)

-- 
Don Marti                    
http://zgp.org/~dmarti/