Copyright 2012 Doc Searls

All rights reserved

Printed in the United States of America

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No part of this publication may be reproduced, stored in or introduced into a retrieval system, or transmitted, in any form, or by any means (electronic, mechanical, photocopying, recording, or otherwise), without the prior permission of the publisher. Requests for permission should be directed to [email protected], or mailed to Permissions, Harvard Business School Publishing, 60 Harvard Way, Boston, Massachusetts 02163.

Library of Congress Cataloging-in-Publication Data

Searls, Doc.

The intention economy : when customers take charge / Doc Searls.

 p. cm.

Includes bibliographical references.

ISBN 978-1-4221-5852-4 (alk. paper)

1. Customer relations. 2. Customer service. 3. Consumers’ preferences. 4. New products. I. Title.

HF5415.5.S448 2012

658.8’342--dc23

2011053277