Corante

About this Author
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.
About this Blog
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.
In the Pipeline: Don't miss Derek Lowe's excellent commentary on drug discovery and the pharma industry in general at In the Pipeline

Customer Intelligence

« The Broken Model | Main | Membership has its Privileges »

June 23, 2004

Database Nation

Email This Entry

Posted by Britton

We are living in "database nation" and we are certainly enjoying its conveniences. Not only do we realize tremendous financial savings at the grocery checkout counter every time we swipe our loyalty cards, our loans and mortgages are easier to get and several points lower than they otherwise would be. right

"Just a few decades ago, applying for credit meant an in-person visit to a loan officer," writes Declan McCullagh in the most recent issue of Reason Magazine. "If the loan officer didn’t know you personally, he or she would contact your references and other creditors and eventually make a decision a few weeks later. If you had just moved to the community, you might be turned down or be approved for only a small loan. It was a slow, painful process that was hardly consumer-friendly."

Of course, privacy activists continue to fight the growing "social accountability mechanisms" that such convenience as instant credit and commerce demand. They want onerous new regulations placed on consumer information. McCullagh refers to the proposed "opt-in rule," which would force every company to demand unambiguous consent every time they use the information a customer has already given them.

McCullagh then shows how it might affect the MBNA Corporation, a major financial services company with more than 51 million customers. Its success is largely related to its "affinity" program, whereby it offered custom credit cards and other services through groups such as NASCAR, universities, baseball teams, etc. This has enabled the company to build a database of 800 million names.

Writing in the Duke Law Journal in February 2003, Indiana law professor Fred Cate and Georgetown business professor Michael Staten explain: "Mandatory opt-in requirements on MBNA’s operations would impair MBNA’s affinity group business model, raise account acquisition costs and lower profits, reduce the supply of credit and raise credit card prices, generate more offers to uninterested or unqualified consumers and raise the number of missed opportunities for qualified consumers, and impair efforts to prevent fraud and identity theft." Under an opt-in rule, recipients of new marketing offers offers would "be more risky and less profitable than MBNA’s target group reached under the current rules. As a result, MBNA’s delinquency and charge-off rates will rise, relative to its current experience, thereby imposing additional costs that will be passed along to all of MBNA’s customers."

As McCullagh sees it, new regulations like an "opt-in rule" would stifle the free exchange of information that drives dynamic economies. "An opt-in regime suffocates the economic activity that takes place when businesses use personal information to offer new products and tell customers about them without obtaining explicit permission in advance," he contends. "Because it assumes customers who have expressed no preference would object to a solicitation, it is more expensive than an opt-out approach."

Comments (0) + TrackBacks (0) | Category:



EMAIL THIS ENTRY TO A FRIEND

Email this entry to:

Your email address:

Message (optional):




RELATED ENTRIES
Triple Play
Kraft Crafts a Customer-Driven Innovation Plan
Zen and the Art of US Bank
The Voice of Truth
British Invasion: The Tesco Test
Marketing Malpractice?
Get Ready for Knowledge Process Outsourcing
Preventing Terror or Eroding Trust?