Internet Changes Everything

New factor in customer loyalty breakdown

An interesting study, which uncovers "Overly aggressive marketing, especially telemarketing" as the biggest contributor (76%) towards damage to trust in an organisation. This is interesting and reflects those annoying calls at dinner time, from people who are expertly trained to not take "no" for an answer.

A close second at 49% is online security fears. While the first factor is an evolutionary one, online security has been an issue since day one, and refuses to budge. Either it is generational and will go away eventually, or it will have to be addressed by strong security measures, including biometrics and supported by new tools such as smart cards, and strong digital identities.

I believe the latter is what is required, because the next generation are likely to be more sceptical about security, because they understand the potential problems with current technology even more.

February 21, 2004 at 11:49 AM in @ My Views @ | Permalink | TrackBack (4) | Top of page | Blog Home