Privacy and Customer Experience: Showing your Customer you Care
Let’s quickly settle the debate
Privacy as a user experience is not something that many businesses have historically been particularly convinced about. Many might well admit that it scares them. A typical school of thought is that any increase to the levels of transparency or control afforded to customers would put increased strain on manual and operational resources and would require further investment in data discovery, all while driving increased scrutiny of processes, elevated numbers of Data Subject Access Requests and more opportunities to fail. With the first GDPR-related fines lower than initially feared – indeed some much lower than expected – it’s understandable as to why companies may be seen to have kicked the proverbial can down the road with respect to Privacy. However, expectations among consumers are not slowing, and businesses must find ways of addressing this change.
If it can be said that relevance equals revenue in marketing, then businesses should apply the same logic to Privacy – after all, the two are often very closely linked. Businesses increasingly seek to offer greater personalisation and relevance of products and services, knowing full well that customers are more likely to spend with businesses that do so. Privacy is inextricably tied to the customer experience, and represents an opportunity to demonstrate to customers your respect and understanding of them (and in this case, their data), using a logical and seamless experience to positively impact engagement, all while meeting your regulatory requirements. If so many of the best services are designed with UX at their core, why should Privacy be any different?
Regulation as the Framework for Personalised Privacy
You don’t need personal data to build a personal Privacy User Experience
If you want to learn more about how Trunomi’s Privacy Portal can help improve customer engagement and experiences, request a demo today at firstname.lastname@example.org.