e-CRM: The Antidote for Do-Not-Track List
Privacy concerns continue to plague consumers’ minds. As savvy as we have become about making purchases offline, the average Internet user is still not aware of how surfing and downloading activities are tracked online. Privacy groups are raising the red flags, calling for a do-not-track list at the October FTC town hall meeting and marketers are responding to public backlash on aggressive tracking. AOL’s program to inform its users when and how they can opt out of behavioral targeting and Facebook’s apology over its Beacon program are just a couple of examples.
As a consumer who often purchases online and has several social networking profiles, I must admit I do pick and choose where to leave my information. I sometimes choose to re-enter my credit card information, rather than have the site save it for me. I also do not want to show the type of music I like to my whole entourage on Facebook. Yet, I do like it when Amazon recognizes me when I come back to the site in a frantic mode to buy something I should have ordered three days ago. I also appreciate that they have kept both my work and home addresses on file.
Not all tracking is bad – in fact, most of the time, it makes life easier for online consumers. Customization and relevant messaging are made possible with behavioral tracking. To many, the Internet is an amorphous, intangible space. The notion of being tracked down online should not be like sitting behind two-way mirrors. Marketers’ challenge is in educating consumers without closing the door to meaningful content delivery. Consumers will need to understand the basic benefits of behavioral tracking and be in control of their information. Those companies who deliver quality service and maintain authentic and meaningful relations with their customers will be granted access to their information.
