Just recently, I made a short clip about how Grubhub is extracting lead-generation fees from unsuspecting restaurant owners by setting up a network of shadow websites (and phone numbers). Diners who thought they were ordering directly from restaurants were instead shuffled through the Grubhub toll booth. Click here to see how this works.
Now, Vice discovered yet another of Grubhub's toll booths. This time, the toll booth is set up on the Yelp superhighway. When a Yelp user clicks on the restaurant's phone number on its Yelp page, a pop-up shows up, with two options, one of which redirects the user to a shadow number owned by Grubhub. These numbers are not labelled "direct" and "Grubhub" but "general questions" and "deliveries and orders". So now both Yelp and Grubhub are making lead-generation money off the restaurant owner.
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This dispute is about causality! And because causality is tough to establish, it creates a gray zone of disagreement.
Ideally, the restaurant owner pays for orders caused by Grubhub's marketing activities. By cause, we mean the orders would not have materialized without Grubhub's marketing. In the examples we saw, it's highly unlikely that Grubhub did anything to cause those orders. That's because those diners thought they were ordering directly from the restaurants - they are quietly re-routed to the shadow websites and phone numbers set up by Grubhub, sometimes without even the restaurants' knowledge.
It is the secrecy that gives the game away. If Grubhub's causal value is clear, it can form open partnerships with the restaurants without resorting to trickery.
As I pointed out in the video, the majority of the digital marketing industry relies on similar tactics. Search engines do not typically send you directly to the webpage you clicked on - you are often rerouted through the search engine's server, so that the search engine can "track" the click and use the paper trail to receive lead-generation money. Anyone passing through this toll booth is counted as "causal" but in reality, many of these users would have found their way to the webpage even if the search engine didn't exist. (Consider going directly to Macys.com instead of typing Macys into a search engine.)
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This is a great example of how data, algorithms and software are silently running our lives, and often to the detriment of those who don't understand what's going on. Our video series is a small effort to help you stay in front of these data-driven technologies.
The more you know, the more you can leverage its power, and avoid its harms.
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