Loyaty

The business problems only customers can solve

Customer Commons was created because there are many business and market problems that can only be solved from the customers’ side, under the customer’s control, and at scale, with #customertech. In the absence of solutions that customers control, both customers and businesses are forced to use business-side-only solutions that limit customer power to what can be done within each business’s silo, or to await regulatory help, usually crafted by captive regulators who can’t even imagine full customer agency. Here are…

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Discounts are free if your time has no value

“Love it or hate it, Black Friday is all about the deals,” AdAge says, in Target, Amazon, Poised to Win Black Friday. That love/hate conflict speaks to the mixed blessings (and curses) of tying a store’s — or a whole market’s — success to “deals” alone. The bargains, for both retailers and customers, can be Faustian. Exhibit A: Kmart. Back around the turn of the millennium, I attended a retail conference where two of the speakers were myself and Lee Scott, then…

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Personal vs. Personalized

In Worth The Deal? Groceries Get A Personalized Price, Ashley Gross on NPR says, Heather Kulper is one of those people who really wants to get a good deal. She’s a mom in a suburb north of Seattle who writes a blog about coupon clipping and saving money. On a recent shopping trip to Safeway, Kulper pulls up a special Safeway app on her phone called Just For U. It shows her deeper discounts on products that she’s likely to buy…

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Which companies love customers?

Not love to have them, but love interacting with them, knowing them, talking with them, learning from them, involving them in the business, and letting them take the lead sometimes. (And not just by using a “loyalty card” or some other gimmick.) In The Intention Economy, I give two examples, one offline and one on. The first is Trader Joe’s, whose retired President, Doug Rauch, told me that his main job at the store was talking with customers. That is,…

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This theme is focused towards providing a complete showcase of your portfolio, sporting a full-page design that will surely wow your visitors.

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