Is Privacy Overrated?

Is Privacy Overrated?

Article published at eMarketer.com


JANUARY 12, 2007

Privacy... or better service? Privacy, better service. Better service!

When e-commerce began, many retailers were wary of infringing on consumers' privacy — and with good reason. Survey after survey showed that privacy and security concerns were the primary reasons many shoppers were hesitant to buy online.

But that was then.

Now the pendulum may be swinging the other way. When asked to balance their privacy concerns with the prospect of better customer service, many online customers are starting to lean toward service.

The new "Personalization Survey" from ChoiceStream shows that more consumers are now willing to trade privacy for personalization, to provide information about themselves to providers they trust in exchange for a better online experience.


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