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Customer Relationship Management: Getting It Right! by Judith W. Kincaid

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Chapter 22. Customer Privacy: Seize Your Opportunity

Customer privacy, once upon a time a topic of great interest and ever increasing importance is still around. California's state legislature came very close to passing a law to establish a no-phone zone, a “do not phone” list that anyone telemarketing to California residents would be required to use. It didn't quite pass—this time.

Privacy is still a huge political issue and a huge legal issue, but most important, it is a huge opportunity for you to build trust and loyalty with your customers and enhance your brand image! Like many of the things we've already discussed, the Internet hasn't created the privacy issue, but it has significantly raised its visibility and importance. Nothing illustrates ...

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