[Posted by John Lovett]
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I'm curious to know how CI Professionals govern the collection and utilization of implicit Customer Intelligence. As a savvy consumer I'm cognizant of the fact that sites are amassing data on me – and I'm okay with that. Yet, I feel that sites are indebted to me for the information they collect. They should not only make me aware of their data usage practices, but also explicitly state the benefits (to consumers) of their actions. In my mind, this raises questions such as:
- Do you feel an obligation to inform customers about your data usage practices?
- Are the benefits of your Customer Intelligence efforts outward facing or for internal purposes only?
- Have you considered offering incentives to customers who offer additional personal information to enhance their experience?
What's your corporate stance on governance over Customer Intelligence?