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Sears Installs Spyware
Gandalf_the_Beardy writes in with news that's been around a while but is getting more attention lately. Last month Benjamin Googins, a security researcher at CA, determined that Sears Holding Corp. installed ComScore spyware without adequate disclosure. Sears said, yes we tell people about tracking their browsing. On Jan. 1 spyware researcher Ben Edelman weighed in, noting that Sears' notice occurs on page 10 of a 54-page privacy statement, and twits Sears because its installation identifies the software as "VoiceFive" and later claims it's coming from a company called "TMRG, Inc." even though a packet sniffer confirms the software belongs to ComScore, adding "These confusing name-changes fit the trend among spyware vendors."
I would love to meet the decision maker that believes this is morally permissive act that can be "contracted" through an EULA.
This is a fairly obvious example of what has happened to the concept of "the customer" in the retail space. The old principle of serving the customer still applies, but the identification of the customer has changed. The customers of K-Mart Sears are no longer the people buying products in stores and use the Sears website; the new customer is the stockholder. The people who buy products and use the website are just commodities to be traded like anything else.
Installing spyware on website users? Why not, if the website users are just inventory to be controlled and traded.
This is true not only in retail, but in IT. Do you think the people who actually buy, say, operating systems, are the customers of the software companies that make them? Think again. Their customers are their stockholders too. The purchaser is just a commodity. Maybe companies which commoditize consumers need a wake-up call to remind them that consumers are still the real customers. A PR mess like this sends a bit of a reminder, but the only message that really hits home is one that impacts the EPS.
I worked for Sears for six days. I was in the electronics department, and didn't have a number so I couldn't ring up any sales myself.
Anyway, someone asked the manager for Sunday off, the manager said "sure, find someone to switch with you." The employee did one better and just switched his name on the board with someone else, without asking anyone.
So the person who has been switched realizes their now working six days in a row without being consulted, go to the manager, and the manager says "well so-and-so isn't working, so you need to find someone to cover." Somewhere I hear about this and mutter "isn't this the manager's job" and everyone just looks at me like I'm an idiot.
This snowballs. I show up, a trainee, during a heavily promoted sale, as the only "associate" (Can't I be a freakin' employee) working the electronics floor for four hours. I can't ring up sales. So I tell people the truth. I also tell them about other locations in the mall where they can find the product they're looking for. And you know what, about 30% came back to me later to buy the stuff when they knew I could ring up sales. One person even told the manager that I was the best employee he'd seen at that store and I bent over backwards to make him happy even if he didn't buy from me, and that if I wasn't there whenever he came in, he wouldn't buy from the store at all.
So now the manager was not happy with me because I made him and the other employees "look bad", to quote him.
I drove into work on that seventh day, and it was an absolute mad house. Big sale, horribly understocked (1 new computer, 3 floor models, about 25 people wanting them) and the manager starts telling me how he needs me on the floor.
So I look at the chaos that his scheduling and his lack of proper planning created, looked him in the eye, told him I quit, and walked out the door.
Shame I had to throw away that 3-cent commission on the big screen TV.
Those who believe the Internet is private,
find their privates are on the Internet.
CA's Benjamin Googins is being diplomatic, of course. If the guy in charge of the "community" was previously a senior VP at the spyware company, then he clearly has a vested interest in the continued success of comScore.
If this were happening in a government agency, there would rightly be cries of conflict of interest. So much for the "perfection" of the free market over the ebil gubbermint...
FWIW, I haven't stepped foot in a Sears in about 5 years, when I needed a spark plug socket, and I can't recall my last purchase before that. And I've rarely been in a K-Mart since they closed most of their Texas stores -- the ones in other states still suck just as hard as they did before the buyout, but it's hard to compare one strong vacuum against another.
Stressed? Me? Of course not. Stress is what a rubber band feels before it breaks, silly.
Quality products = better reputation = more customers = more profits. Even good customer service equates directly to more customers and more profits. It has nothing to do with caring about customers. I work for a large credit card company, that before it was bought out, had a horrible reputation and customers were leaving in droves. Then the first buyout occurred, and our call center advisors were told all about how they had to start being sympathetic to the customers and make good impressions. And lo! customers started coming back, once the customer service reputation improved.
While there are some /employees/ in the large corporations who actually care about the customers, the ones making the executive decisions literally care only insofar as it affects the bottom line. If it was more profitable to sell crappy products and give shit service, Sears would be first in line to start doing that.