Posted by Fatemeh Khatibloo on January 18, 2012
Most marketers and customer intelligence (CI) pros tend to lump together most types of customer data. Sure, things like passwords and social security numbers are considered more "sensitive," but for the most part, the systems that protect all the data -- and the privacy policies that communicate their capture and governance -- are largely the same.
This model used to work just fine. But in an era where consumers are becoming increasingly aware of data capture, data breaches, and the value of personal data, it's not enough to treat all data (nor all customers) the same. In researching our latest report, "Personal Identity Management Success Starts With Customer Understanding," we found that:
- Individuals see different types of data differently -- they're most worried about what we consider individual identity data, and far less concerned about the capture and use of their behavioral data.
- Most consumers are willing to share their data in exchange for value. But, what they consider "valuable" is very age-dependent -- in other words, the same consumer isn't equally motivated by discounts and cash rewards.
So where does this leave you?
I encourage you to read the report in its entirety, and stay tuned for future consumer research around privacy, security, and personal data. I suspect that the move towards personal identity management is closer than we expect.
Search Forrester's Blogs
Forrester's CX Index
Predict how actions to improve CX will affect revenue performance.
Measure the customer experiences that matter most »
Forrester's Forum For Customer Experience Professionals
June 16-17, 2015 — New York »
Free On-Demand and Live Events
Latest events from Forrester analysts, online and in person »