Marketing, customer satisfaction and loyalty
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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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