More than any other issue, customers are concerned about their privacy. Recent laws like GDPR and the CCPA indicate that consumers want to be in control of their data because they don’t trust how companies are handling it. Research shows that 79% of consumers are concerned about data security and privacy issues, and multiple surveys have found it to be the biggest cause for concern for consumers, especially as the number and severity of data breaches increases. That means it should also be top of mind for companies and that they need to continually re-evaluate and update their data privacy policies and strategies.
Trust is fragile and must be protected. Once it is lost, it’s hard to get back. These stories show how companies can lose trust and the efforts they must go to in order to get it back.
Much of customer experience today takes place online. How a company operates through its app and website plays a huge role in customer relationships and perceptions. The best companies create safe and convenient ways for customers to shop and get the information they need. Here are three stories from the week that showcase the importance of digital customer experience.
Data is crucial in customer experience—how you measure it, protect it and analyze it plays a huge role in how customers perceive your brand. This week we saw three different applications of data in customer experience and how understanding and protecting data can create a better picture of customer expectations.
If you’re heading to CES this week, you won’t see Apple products on display, but you’ll still see the brand’s presence in an unlikely location. Apple usually doesn’t participate in CES, but this year it’s making its voice heard with a powerful message of privacy: “What happens on your iPhone, stays on your iPhone.” The message is painted on the side of a 13-story building overlooking the CES convention center.