P&G Says It’s ‘Not The Time’ To Pull Back On Marketing Spend (mediapost.com)

One of our clients challenged us this week to find a way to call out a product they had improved. The perception (and the truth) was that this particular product—in this particular niche industry—was indeed subpar for a while. And our client fixed it. Really, really well. What brand doesn’t slip now and then? From large, global corporations accused of being environmentally negligent, to the small online retailer that suffers an inventory issue, most businesses, at one time or another, experience the Unhappy Customer Moment. The good news? There is such an abundance of feedback channels and data now to provide immediate and rich information on how our customers are experiencing our products and our brands. The even better news? This information provides us with an extraordinary opportunity for change. To respond. To fix the problem. read more at: https://www.jschmid.com/blog/unhappy-customers-and-unexpected-opportunities/

The data privacy and cybersecurity risks of email correspondence are finally getting the attention they deserve. There’s a growing awareness that “phishing” – the digital exploit of sending emails that look and feel like real communications from known senders, but instead contain or link to a variety of harms – is the menace behind an estimated 90% of cybersecurity compromises. Now, consumers are learning that 70% of emails they receive are tracking them in some way, thanks to groundbreaking analysis from Princeton computer scientist Steven Englehardt, PhD, and his research team. This is a very big deal for the millions of consumers who want the option to receive paper notices from their service providers. And it should ring alarm bells at companies that are removing paper choice, charging fees or switching customers to electronic delivery without express consent. The mere act of opening an email often unknowingly shares the recipient’s email address, triggering unwanted interactions with numerous third parties, which in turn enables additional tracking across the web that can potentially link the email to online activities without consent. Third party data brokers are sophisticated in creating extensive behavioral profiles across devices and even offline channels, all linked to consumers’ email addresses. And to make matters worse, popular free email services such as Google’s Gmail scan messages to collect data on things like purchases, travel details, even what bills are coming due.

The ad industry and advocacy groups on Monday weighed in with the Federal Trade Commission on potential new privacy rules, with the ad industry voicing opposition to possible regulations, but consumer advocates contending that new rules are needed. “Advertising is the lifeblood of the American economy,” the Association of National Advertisers said in comments filed with the agency Monday. “The FTC should not presuppose that any kind of data-informed advertising is harmful without the administrative record necessary to support such a bold assertion.” The umbrella industry organization Privacy for America added that the FTC “should not cast itself as a quasi-legislature capable of regulating any activity it sees fit without a grounding in its congressionally granted authority.” “The more prudent path would be for the Commission to refrain from seeking broadly to regulate the entire U.S. data-supported economy while Congress is actively considering a comprehensive, preemptive standard,” writes Privacy for America, whose members include the American Association of Advertising Agencies, Association of National Advertisers, Digital Advertising Alliance, Interactive Advertising Bureau and Network Advertising Initiative.