TheCustomer QT

TheCustomer QT – February 2, 2021

In this week’s Customer QT – Apple is about to upset the apple cart. Facebook is taking it on the chin. Dialogue takes the spotlight. And free coffee.

Happy skimming.



Apple comes out swinging against Facebook over data privacy

Quick Take: “If a business is built on misleading users, on data exploitation, on choices that are no choices at all, then it does not deserve our praise. It deserves reform,”

Google spells out consequences of Apple’s privacy push

Quick Take: Apple is advocating its App Tracking Transparency (ATT) policy, which will require developers to ask for permission when they use personal data from other companies’ apps and websites for advertising purposes, even if they already have user consent.

Facebook to prompt users about personalized ads

Quick Take: The full-screen prompt will ask Facebook and Instagram users to allow their app and website activity to be used for personalized ads and to “support businesses that rely on ads to reach customers.”

59% Would Opt-In To Apple’s Privacy Tracking 

Quick Take: Some 65% of respondents agree with Apple’s new policy, but 23% said the company might be taking it too far. Another 12% aren’t sure what to make of it.



Create Dialogue, Not ‘Personalization’

Quick Take: The trouble is that creating personalized communications is easy, but creating personal dialogue is hard, and it is the area we see most underestimated or overlooked in marketing plans.

Quick Take: Expect to see even more customer-facing marketing automation capabilities. Microsoft reports that by 2025, up to 95% of customer interactions will be through AI-powered channels.



U.S. Publisher Not Subject To GDPR, UK Court Rules

Quick Take: Based on developments that preceded Brexit, this opinion on the territorial reach of GDPR is “of wide relevance to businesses, and not just to the publisher involved in this case.”

Customer data stolen in hack targeting UScellular

Quick Take: Details believed to have been stolen included customer names, addresses, PIN codes, cellphone numbers, service plans, usage details and billing statements. The company noted that sensitive information such as Social Security numbers and credit card information were masked in the CRM system.



1,984 Reasons To Check Out New Data Ethics Tool

Quick Take: GroupM Senior Vice President for Data Strategy and Partnerships Krystal Olivieri described it as an “ick” test, as in, would you find the use of this data icky if you were on the receiving end of a campaign using it to target you?

The “keys” to implementing data privacy policy

Quick Take: For Kirby, the right technology can allow an organisation to connect their data privacy policy to the value they provide the customer and bring transparency to the fore – a key element in engaging with any digital native, he says. But transitioning from treating a customer as an object to a subject is an onerous task for companies.

Forget user experience

Quick Take: Concretely, we need AI companies, data scientists, and designers that think and act citizen-first. We need citizen experience experts that bring the societal understanding into the core of product thinking, design, and development.



CMO Council Report

Quick Take: Nearly two thirds (65 percent) of marketers intend to increase marketing spend in 2021. Just 10 percent will reduce budgets and 24 percent expect no change.



Walmart Announces Expanded Vision

Quick Take: The retailer is now offering media activations on in-store TV walls and self-checkout screens with nearly 170,000 digital screens across 4,500+ stores. Many brand messages can be delivered with date, time and geographic specificity.



Dunkin’ is giving away free hot coffee every Monday in February

Quick Take: Yes, it’s exactly what it sounds like. Starting Monday, February 1 and every Monday after that, until February 22, Dunkin’ Perks members can enjoy a free medium hot coffee with any purchase.

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