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Making Privacy Work Online

September 20, 1999
By CHRISTY HUDGINS-BONAFIELD

Here's a message for online businesses: Grow up, and do it quickly. Do it before governments fully appreciate the Animal House-type food fight under way at many sites. As customer relationship management flies out the window, everyone's getting smacked with a hefty dose of uncooked, unfiltered spam, and online customers are losing their privacy, not to mention their proverbial cookies.

If online businesses--both large and small--want to keep the regulatory cops at bay, it's time to drop the togas, clean up the spam and put a bit of integrity into online business. Three simple steps would help.

First, if online suppliers, merchants and publishers want to avoid privacy edicts, they need to state up front that customer information will be shared only with explicit permission. This "permission marketing" statement must be contractually binding and displayed on the home page--not relegated to some buried Trust-e statement. And it needs to be backed up with a painfully detailed description of how the site protects, stores and shares information.

Intel recently took a step in the right direction when it set out requirements that all its "Intel Inside" online advertising partners seek customer permission before sharing information. But there's still too much wiggle room in the Online Privacy Alliance guidelines mandated by Intel. Exceptions don't work. It doesn't take a genius to know that rules are defined by their loopholes.

If online merchants and suppliers want any real hope of nipping U.S. privacy legislation in the bud they need to address the darker fears we all have about sharing our every corporate action and personal whim.

Second, if it's true that about 80 percent of online businesses have a brick-and-mortar presence, it's time to afford online customers mainstream-styled respect. While there's a huge rush to stem the bloodletting caused by online competition, traditional businesses risk customer loyalty if they fail to put the full weight of their reputation behind their online presence. It makes sense to follow a few basic rules:

  • If your business doesn't have the kind of back-end integration it needs to assure on-time delivery, don't let marketing push your operation online prematurely.

  • Explicitly spell out customer-support channels online and adequately staff these organizations.

  • Build or buy software that lets your business integrate existing call and order centers with online CRM responsibilities.

  • Pay close attention to banner advertising so visitors don't think they're dealing with Travelocity when they're actually dealing with service from Cheap Tickets. (Travelocity now offers a disclaimer with links to its special discount partners.)

    Third, light a fire under lazy "mass marketers" who are too unimaginative or technology-shy to use the "targeted" marketing capabilities of today's e-commerce products.

    With personalization software such as BroadVision and marketing automation software such as Rubric, there's no reason to harass online customers with junk mail. When Rubric invited 50 people to buy from 50 Internet sites, here's what it found:

  • Goodness. Slightly more than half the sites asked visitors if they'd like to receive follow-up offers;

  • Laziness. Only two sites followed up with "personalized" offers, and one site offered a deal on dresses to a male customer (seems more like cross-dressing than cross-marketing);

  • Evil. One of the two sites with personalized replies kept sending offers after being asked to cease and desist; and

  • Indolence. Twenty of the 50 companies failed to reply to order-status inquiries.

    In a postage-free online world where traditional businesses are lapping up list-serv and marketing software, a strong commitment to customer privacy, service and relationships is needed. Without it, we can expect to see Europe's tight regulatory controls in the United States.

    Send your comments on this column to Christy Hudgins-Bonafield at cbonafield@nwc.com.



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