Privacy vs. Protection: What Type of Customer Experience Do Consumers Want?


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Congressman Ted Lieu (D-Los Angeles County) and author of  of the ENCRYPT ACT of 2016, said of statement regarding the APPLE court order:

“The terrorist attack in San Bernardino was horrific and the tragic loss of innocent lives demands a strong response.  I have several deep concerns, however, about the unprecedented court order that forces Apple to create software it does not have in order to provide a “back door” way to weaken its smartphone encryption system.

This FBI court order, by compelling a private sector company to write new software, is essentially making that company an arm of law-enforcement.   Private sector companies are not—and should not be—an arm of government or law enforcement.

This court order also begs the question: Where does this kind of coercion stop?  Can the government force Facebook to create software that provides analytic data on who is likely to be a criminal?  Can the government force Google to provide the names of all people who searched for the term ISIL?  Can the government force Amazon to write software that identifies who might be suspicious based on the books they ordered?

Forcing Apple to weaken its encryption system in this one case means the government can force Apple—or any other private sector company—to weaken encryption systems in all future cases.  This precedent-setting action will both weaken the privacy of Americans and hurt American businesses.  And how can the FBI ensure the software that it is forcing Apple to create won’t fall into the wrong hands?  Given the number of cyberbreaches in the federal government—including at the Department of Justice—the FBI cannot guarantee this back door software will not end up in the hands of hackers or other criminals.

The San Bernardino massacre was tragic but weakening our cyber security is not the answer – terrorism succeeds when it gets us to give up our liberties and change our way of life.  We can take common sense security measures without trampling on privacy rights.”

MY POV: As consumers we have to decide what is more important to our customer experience: privacy and / or protection. Is it possible to have both? It’s unfortunate that there exists in the world people who would mis-use information for evil.

Knowing that is so, what do you think companies like Apple or Google or Facebook should do? And how would their actions to allow the FBI to have the software they are requesting, affect your ability to trust that brand, to want to continue to buy from that brand and recommend the brand to others.

These are the things that make up customer lifetime value. Without CLTV, a company has no long-term value. These are not easy times or easy questions. It would be so much better if people with evil intent just knocked it off. Enough is enough. But that’s my point of view.

Republished with author's permission from original post.

Natalie Petouhoff, Ph.D.
Natalie L. Petouhoff, Ph.D., is VP in Service Cloud helping customers to understand the importance of Service Customer to the whole brand, including marketing, sales, engineering and guiding customers to disrupt what they have always done and transform the tools and processesagent's use to service customers and the overall customer experience. The author of four books, she often appears on TV to provide insight from more than 20 yrs of leadership experience. She helps companies to create their customer service strategies and calculate the ROI.


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