Marketing, customer satisfaction and loyalty
Satisfied customers will follow you everywhere
European GDPR statistics: evolution of the number of complaints per country
Nov29

European GDPR statistics: evolution of the number of complaints per country

How has the number of complaints about personal data changed since the GDPR came into force? We will answer this complex question with unique data, published for the first time. These data were collected directly from the data protection authorities of each European country. As no global studies were available, this data collection process took us nearly ten months. We will reveal the complaint rate in each country and the evolution,...

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Personalising customer relations: how to gain trust and data?
Nov25

Personalising customer relations: how to gain trust and data?

The recommendation algorithms promise marketers to achieve their Holy Grail: that of personalised relationships with all their customers at a reasonable price. Since the quality of customer relations is a decisive factor for customer satisfaction and loyalty, algorithmic recommendations, therefore, represent the promise of quality interactions with customers and meaningful marketing actions. However, large-scale customisation can only...

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GDPR : I’ve sent 20 requests on 26 May 2018. Here’s what I’ve learned.
Sep03

GDPR : I’ve sent 20 requests on 26 May 2018. Here’s what I’ve learned.

On 26 May 2018 I sent two dozens of requests to various companies to access my data and asked questions on algorithmic treatments, third-party data, … More than 2 months after this first mailshot it’s time to draw the first conclusions. I must say I’m positively surprized by the quality of the answers I got from most companies. Yet it appeared obvious that some companies don’t want to answer your questions and...

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GDPR : don’t be afraid. Nothing will change.
Jul30

GDPR : don’t be afraid. Nothing will change.

I was hoping something would change with the introduction of GDPR on May 25th. I was certainly not expecting that consumers would send a lot of requests to companies but I was hoping, at least, that bad practices would decrease under the pressure of the Data Protection Authority. I’m afraid I was wrong. Read also: 30 days to read privacy policies: consent fatigue will make GDPR ineffective Here’s a true story that shows...

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30 days to read privacy policies: consent fatigue will make GDPR ineffective
May24

30 days to read privacy policies: consent fatigue will make GDPR ineffective

It is said that the average American is subject to some 1500 privacy policies on a yearly basis which represent dozens of working days worth of reading. I did a little bit of research to find out where this come from and found out that the figure of 75 days worth of reading  often cited in the press is erroneous. I did the math and found 30.5 days. Find out more in this article about “consent fatigue”, the potential...

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GDPR : these 2 examples prove that US companies are not ready
Mar14

GDPR : these 2 examples prove that US companies are not ready

I gave a keynote speech in February in New-York about the need for US companies to adapt to GDPR. I my discussions with companies over the last 12 months I indeed found out that most companies hadn’t prepared sufficiently (or at all) for GDPR. For a vast majority of companies raising awareness is still a priority and my recent trip to New-York (for the FAT conference) made it clear to me that US companies are mostly unprepared...

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GDPR: what is consent and why it will impact customer satisfaction
Mar12

GDPR: what is consent and why it will impact customer satisfaction

I had a recent experience where one firm didn’t ask my consent and tried to nudge me into doing something that I was firmly opposed to. In today’s article I’d like to highlight the conditions for a valid consent. GDPR : how to collect a valid consent? There are 5 conditions to fulfil for having a valid consent : The customer’s act must be clear and affirmative Forget about policies that a customer implicitly...

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