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This week's session of Metanomics was focused on retail, and specifically featured two people who are doing quite well selling adult paraphernalia. Professor Robert Bloomfield quoted rule #34 of the Internet: "If it exists, there is porn of it." Certainly the adult entertainment industry is a major economic driver, and any examination of retail in a virtual environment would be incomplete without taking that into account.
You can view the event in its entirety via the links above, and I've done my best to summarize what was said below. When you're done, give us your thoughts in the Comments section.
Stroker Serpentine
His business is internationally known, partially due to lawsuits he filed against copyright infringers. His "Sexgen" bed has received several hundred thousand hits on Google, and he feels fairly confident that those hits aren't all coming from Second Life residents interested in his product line. He owns Eros Island among other locations around the grid, and earns well into a six-figure income USD from his products.
Stroker has 20 employees in real life. Some are paid in USD, some in Linden Dollars, but they are registered employees of the company earning regular paychecks. He also has 14 in world employees who are compensated in Linden Dollars or land.
For marketing he likes the new classifieds, but didn't like the old ones as they were heavily gamed. He sees most of his business coming from events and expansion of his in-world groups use of groups since they encourage interpersonal interactions based on his products. He believes that peer-to-peer marketing is the most powerful way to sell anything anywhere.
Stroker is cautious about new employees. He frequently has people sign contracts or non-disclosure agreements, and puts new scripters / representatives on a probationary period before determining how they might fit into his company. He sees customer service and customer interaction as cornerstones to his business, and so he watches for those things with his new employees.
To a large extent this has to do with the technical problems surrounding Second Life. With frequent lag and crashes there are big challenges in keeping customers happy, and customers in Second Life are much more impatient and demanding than in real life. They demand immediate results. "You can't script customer service," said Stroker, and put an accent on how important it is to reply to each customer in the face of a problem with, at the very least, a personal "we're working on it, thanks for your patience".
This, of course, was more in relation to Linden Lab's relationship with its customers than his relationship with Eros' customers. He feels that the JIRA is convoluted and complex, and blogs aren't doing the job for customer service since they push a single message rather than inviting interaction with the residents.
Stroker is far more interested in working in virtual worlds than on the web because they are focused on social interaction. Customers can develop a relationship with the product creators, and they can feel a sense of connection with the products themselves. This is all helped by the great sense of immersion that virtual worlds give that is completely missing from the experience of surfing a web page.
Temporal Mitra
His first business in Second Life, an escort club, wasn't turning a profit. While others out there seemed to be making it, he found that it was too easy to circumvent payment systems. Looking at the problems related to running these clubs he began to develop tools to help run them, and soon found that he was a much more successful tool maker. His "escort HUD", for instance, automates chat, tracks a client's whereabouts, hands out notecards, and even looks at an avatar's profile to see how likely they are to be a good client in the first place.
The Temporal Mall now displays a broad range of products that he and his staff have assembled, and he has observed that 50% of his sales come from people who have already purchased something else from him.
His employees are all paid a percentage of profits in Linden Dollars, the virtual currency of Second Life. They take care of their own taxes as independent contractors when they withdraw funds from Linden Lab.
While he comes up with the ideas for the products, his employees take care of the scripting, graphics and document creation. He also handles all of the marketing. Temporal uses in-world advertising companies for billboard ads and spends a lot on the Linden Classifieds to drive traffic to his stores.
Anonymity has been a problem for Temporal in the past. There were instances where he asked for a specific object to be created from a scripter, they would take his money, and then disappear. Some weeks later the idea would show up under someone else's name. Because of this experience he now divides projects up into small pieces and assigns them to individual scripters as a way of keeping things secure. He works with one other person who has access to all of the content, and he has the full details of that person's identity.
From a technical standpoint Temporal finds that Linden Lab is very slow to respond to any complaint, even when it comes to attacks from malicious users. As a result he tries to be self-reliant, but has noticed a direct negative correlation to his profits and the number of unplanned outages on the grid.
Still, he'd rather be here than trying to create products for sale on the web. This is where he sees the future of the Internet occurring. Business online will be avatar to avatar, not webpage to webpage.
New Grid, New VISA
When asked about legal jurisdiction with regards to adult content, Stroker was very forward about it. "Adult content is adult content," he said, whether it's a video, animation, or even a new skin for your avatar. This means that Linden Lab have quite a bit of content to account for, and it's extremely difficult for them to be sure of anyone's age under the current setup. He didn't see their future plans for "Identity Verification" as much of a step forward either: "Age verification is going to be an albatross for them."
It's for reasons like these that he has partnered with the Electric Sheep Company to create an entirely separate grid for adult content. This way they'll know that the client base has been properly age verified, they have payment info on file, and they're in compliance with the vast majority of international laws. They'll able to control content as well to keep things legal.
Stroker followed up these comments by also mentioning that he has been working with several European banks to create a VISA that will be able to offer merchant accounts to virtual businesses. These will be genuine VISA merchant accounts specifically tailored to accommodate micropayments; something Paypal has yet to find a solution for.
What did you think?
What questions would you have asked our guests? Is there anything you would like to add? Leave a comment below and join in the discussion!

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