Tag: Customer Trust

Most organisations collect data for perfectly reasonable reasons. To improve the service. To understand customers. To personalise experiences. To measure… read more Would You Still Collect the Data If You Could Not Use It?

Every organisation wants attention. Without attention, customers cannot discover a product. They cannot understand an offer. They cannot use a… read more Does Your Digital Service Respect Your Customer’s Attention?

Much of the digital economy has been built around a powerful assumption: Understanding people’s behaviour creates economic value. Observe more…. read more Creating Value Without Exploiting Behaviour

For much of the digital economy, the customer relationship has expanded far beyond the original transaction. Someone buys something. But… read more What If My Customer’s Behaviour Wasn’t Part of My Business Model

Every organisation makes promises. We will protect your data. We will respect your privacy. We will only use your information… read more Why Should I Have to Trust Your Promises?

Modern organisations are built around visibility. We monitor. We analyse. We track. We measure. We justify these activities as necessary… read more Why Do We Assume Organisations Need To See Everything?

Every time we interact online, a record is created. A login. A purchase. A search. A message. A click. Most… read more Why Does Every Digital Interaction Leave a Trail?

Every few weeks another organisation asks me to prove who I am. My bank knows. My employer knows. My insurer… read more Why Is My Identity Stored Everywhere Except With Me?

Every person knows this feeling. You book a holiday. You open a bank account. You use a mobile app. You… read more Why Am I Expected to Trust Everyone?