Good morning: Is it okay to be surveilled?
Plus eight CX predictions for 2022.
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Good morning, Marketers, and when is it okay to be surveilled?
As our story about use cases for geofencing explains, location marketing has to be tightly bonded with a respect for privacy. In other words, it needs to be consent-based. But wait, why would I give some app the right to surveil me?
Well, there are lots of reasons of course. It could guide me to products and services I need, it could offer me discounts for purchases close at hand — it could save me a lot of trouble. What makes me less comfortable is the idea that it might keep a record of all my movements, and keep it indefinitely.
As usual, it all comes down to trust. Do I trust this brand? Does it appear to share my values? Do I want it in my life? Marketers need to ensure that the answer to all those questions is: “Yes.”
What we’re reading. CX advisor Adrian Swinscoe’s eight customer experience predictions for 2022. Number one, especially, which is right on the money.