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Britton Manasco specializes in customer-focused initiatives that build business credibility and strengthen sales growth. His articles have appeared in Harvard Business Review; The New York Times; Sales and Marketing Management; CIO Magazine; 1to1 Magazine; and many other media outlets.
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This boundary spanning Industry Insider is designed to explore and assess how enterprises are capitalizing on customer insight to build powerful, profitable and enduring relationships. Customer Intelligence reveals the compelling strategies and practices behind today’s success stories – and provides a dynamic forum where thought leaders, business innovators and customer-focused executives can identify valuable opportunities. Drawing on the perspectives and experiences of leading lights in the customer intelligence community, we demonstrate how intelligent analysis and action is setting the stage for the next economy. Also, see our launch statement.
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March 24, 2004

The Privacy Paradox

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Posted by Britton

Information privacy is a source of tremendous ambivalence in the general public. Consumers tend to value the benefits that can be derived from giving up information about themselves, but – when surveyed and forced to put their opinions on record – they tend to state that they don’t want anyone to know anything. It’s kind of like screaming for more services from the government while, at the same time, voting for politicians who promise tax cuts.

A new Accenture study actually finds that 69% of participants – all business executives, not consumers interrupted during the dinner hour – would be willing to surrender personal information in exchange for discounts or monetary rewards. Information-hungry corporations, however, “should not confuse that willingness with indifference,” writes CIO Magazine’s Alison Bass. “American consumers care intensely about privacy, and once a company abuses their trust, regaining it won’t be easy.”

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