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the customer of the e-age

the customer of the e-age. Stuart Henshall GBN Global Business Network March 9, 2000. The Empowered CoMsumer. Consider: Information belonging to communities of consumers will be the most important resource in the knowledge economy. Who will control the customer’s information assets?.

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the customer of the e-age

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  1. the customer of the e-age Stuart Henshall GBN Global Business Network March 9, 2000

  2. The Empowered CoMsumer Consider: Information belonging to communities of consumers will be the most important resource in the knowledge economy

  3. Who will control the customer’s information assets?

  4. From a Suppliers Pt of View E- marketing enabled • Direct • Scope / Scale • Transparent values / prices • 24/7 -- Real-time • Search / Finding • Multipliers • Info-mediaries • Rich info Reach Traditional marketing trade-off Richness

  5. Integrator (linear to market) P&G, Nestle, NZDB Orchestrater (Knowledge Strategies) Nike, Sara Lee Layer Player (horizontal resources) Temporary Employment Agency Market Manager (e.g. portal) Sabre, Autobytel, Marshall Industries Changing Forms Value Creation

  6. From a Consumer Pt of View Empowered CoMsumer E- marketing enabled Intangibles Aggregation Power • What happens if your consuming community takes charge? • Consumers’ control and aggregate rich sources of information in real-time. • Internet communications fueling massive new data sources. • Think consumer information accounts and infomarkets • Aggregation power driven by increasing computing power and declining cost of connectivity. • From singular to community aggregation. How is this space expanding? Reach Value of connectivity Mass Customization Traditional marketing trade-off Tangibles Richness Quality of Relationships

  7. Demand Driven Open / Facilitating Many to One C2B Many to Many C2C Explicit Transparency Tacit Trust Competing for Knowledge Competing for Attention End to End B2B One to Many B2C Closed/ Mediating Supply Driven New Space fueled by knowledge and global connectivity

  8. Both Buyers and Sellers now compete to use the same information Knowledge is the capacity to act. Who will control the information?

  9. Upcoming Source Data Explosion • Wireless • SMART things, things that think, SENSORS • Voice, voice activation • Wearable always on computing • Nano, manufacturing at the molecular level • Genomics and Bio-informatics

  10. What if consumers decide to band together and control their own personal information? Are you ready to freely give your customer their data record?

  11. CoMsumer Forces at Play www.addall.com www.dealtime.com www.botspot.com www.bizrate.com www.mercata.com www.ebay.com www.auctionwatch.com www.epinions.com www.paypal.com www.openfund.com Demand Driven Open Value Optimization Real-time Functions Are CoMsumers inventing the new functionalities and opportunities here? Aggregation Agents / Bots Navigators Info-mediaries Conversations Facilitated Co-creation Many to One C2B Many to Many C2C Explicit Transparency Tacit Trust Competing for Knowledge Competing for Attention Www.cybergold.com www.doubleclick.com www.freeride.com www.1to1.com www.personalization.com End to End B2B One to Many B2C Short-term attention is here, but how important is it? Where are the new models coming from? Yahoo Efficiencies Connectivity Processes Recipes Customization Datamines Collaborative Filters Amazon Dell Privacy / Permission Closed Supply Driven

  12. CoMsumer Forces at Play • How long before real dotcom enabled communities of consumers emerge / are empowered? • How quickly will your business be commoditized? • What is the role of transparency and trust? • At what point is data collection an invasion of privacy and permission withdrawn? • What is the impact of “real-time” on developing new consumer functionalities?

  13. Data-markets not Data-mines

  14. Facilitate Markets don’t Mediate Space

  15. Info-Markets If CoMsumers own their data then is this how they think about it? Blind Packets Negotiation without name Our Info Community Leverage Public My Data Private my eyes only Data for Sale My info for payment Private Private Public

  16. CoMsumer Challenges • Invest in creating new data-markets, rather than data mines. • Internet courtesy means seamlessly providing your customer with an electronic copy of the transaction deposited in their info-account. • Standards and formats for data exchange will grow in importance. • Real-time aggregation will enable the info record to be held by the consumer.

  17. Still a weak voice????? • www.lumeria.com • www.privaseek.com • www.privacybank.com • www.edentity.com • see also www.firstmonday.org March 2000 article on Linux.

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