Customer Privacy R.I.P. - CRMAdvocate: 6/14/2012

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My Take: Customer Privacy R.I.P.
Gary Lemke, Chief Customer Advocate (June 14, 2012)

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Thoughts about the collision of data and trust (also see what privacy? and the loyalty/creep line) were predictable. That ship has sailed.

We have moved away from the notion of separating and guarding individual pieces of data to protect privacy. Now the prevailing goal seems to be to collect and combine nearly as much personal information as possible in the quest for profit.

But the question is not about if the ship has sailed. It's more about where the ship is sailing to.

These days, health insurance providers are collecting more information to determine risk when quoting costs on a more individual basis. The auto insurance people are encouraging customers to install devices that collect driving data - distance, speed, acceleration, etc.

It's as if one can feel the satellite tracking on the back of their neck. Where is customer data heading in your organization?

What's your take?

Gary Lemke

Other CRMAdvocate "Takes"

06.13.12 The Collision of Data and Trust 06.12.12 The Loyalty/Creep Line 06.11.12 Privacy? What Privacy? 06.08.12 Change Without Innovation 06.07.12 Innovative Soil 06.05.12 When is Change Innovative? 06.04.12 A Chameleon-Like Word 06.01.12 Do Your CX Practices Kill Empathy? more "takes"

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