'

What Is the Future of Data Sharing?

Понравилась презентация – покажи это...





Слайд 0

What Is the Future of Data Sharing? CONSUMER MINDSETS AND THE POWER OF BRANDS Matthew Quint and David Rogers October 2015


Слайд 1

Columbia Business School’s Center on Global Brand Leadership creates, gathers, and shares insights on how to build and manage strong brands. Aimia is a data-driven marketing and loyalty analytics company. We provide our clients with the customer insights they need to make smarter business decisions and build relevant, rewarding, and longterm one-to-one relationships, evolving the value exchange to the mutual benefit of both our clients and consumers. Combining the research and intellectual capital of academia's foremost thinkers on branding with real-world business cases, we show how all elements of an organization — from marketing and communications to supply chain and operations — can affect brands and their relationships with stakeholders. Aimia partners with groups of companies (coalitions) and individual companies to help generate, collect, and analyze customer data and build actionable insights. The Center fosters a community of researchers, alumni, students, and business leaders to advance new knowledge, promote widespread learning, and serve as a forum to address the many challenges of brand building, brand management, and strategic marketing. We do this through our own coalition loyalty programs such as Aeroplan in Canada and Nectar in the UK, and through provision of loyalty strategy, program development, implementation, and management services underpinned by leading products and technology platforms such as the Aimia Loyalty Platform and Smart Button, and through our analytics and insights business, including Intelligent Shopper Solutions. The Center on Global Brand Leadership was founded in 1999 at Columbia Business School under the direction of Professor Bernd Schmitt, a world authority on marketing and branding. The Center has global partnerships with leading business schools — in China, Germany, Korea, Spain, and Singapore — providing an unmatched resource for researchers and practitioners. In other markets, we own stakes in loyalty programs such as Club Premier in Mexico, Air Miles Middle East, and Think Big, a partnership with Air Asia and Tune Group. Our clients are diverse, and we have industry-leading expertise in the fast-moving consumer goods, retail, financial services, and travel and airline industries globally to deliver against their unique needs. Aimia has been a sponsor of the Center on Global Brand Leadership since 2012. Columbia Business School's Center on Global Brand Leadership and Aimia collaborate to provide primary research and gather insights on consumer behavior. WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 2


Слайд 2

Table of Contents Who and What We Studied Findings 1. People Are Concerned about How Their Personal Data Is Handled 2. Consumers Are More Savvy than We Think 3. Brand Trust Does Influence Consumers to Share Data 4. Offers Have Impact and Should Be Used Strategically 5. Future Trends Strategic Recommendations Appendix: Authors, Acknowledgments, and Methodology WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 3


Слайд 3

Who and What We Studied


Слайд 4

Understanding how and why consumers are willing to share data Every day we face many moments where we choose whether or not to share a piece of personal information with a company, from using a credit card or cash to buy lunch, to allowing location services on an app for easier directions, to browsing the web in private mode. The goal of the research was to go beyond generalized attitudes and examine: • How consumers think about specific types of personal data (e.g. sharing their name vs. their purchase history), The massive gathering of consumers’ personal data has led the World Economic Forum to research its potential as a new asset class. Companies see great potential in mining this data to better understand and reach both their existing and prospective customers, and consumers have shown a desire to exchange data to receive more personalized experiences from companies. But at the same time, consumers are concerned that they are losing control over their personal data. Consumers understand that sharing data is a necessary part of doing business with many companies (e.g. opening a bank account), but they are making decisions about what they will share in exchange for getting back something of value. To better understand these complex consumer decisions, the Center on Global Brand Leadership at Columbia Business School, in conjunction with Aimia, surveyed over 8,000 consumers in five countries — the US, Canada, the UK, France, and India — to examine their attitudes towards personal data sharing and privacy. • How they share data with different industries (e.g. retail vs. telecommunications companies), and • How a trusted relationship with a brand might impact a person’s decision to share data. In addition, the research examined what kinds of benefits a company might use to drive people to share their data. Alongside an appraisal of traditional loyalty offers (e.g. discounts, rewards points, and exclusive invitations), consumers were also asked to consider new kinds of value that companies are beginning to offer—security, recommendation tools, and even societal benefits. Together, these benefits revealed the emerging opportunity for companies to create new value with consumer data. WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 5


Слайд 5

Who we asked: 8,000+ survey respondents 2,004 2,111 Across four generations: 2,036 Millennials: born 1984 to 2002 Generation X: born 1964 to 1983 Baby Boomers: born 1943 to 1963 1,007 Silent Generation: born 1925 until 1942 1,002 WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 6


Слайд 6

What we asked about: • General attitudes towards personal data and privacy • How consumers think about specific types of personal data • Opinions about privacy, comfort, and brand trust in six industries: Financial services | Retail | Telecommunications | Airlines | E-commerce | Web services • What influences consumers’ willingness to share data WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 7


Слайд 7

Highlights of what we found: Consumers understand which data are most sensitive, but they are willing to share it with companies in exchange for a product or service they value. • Over 75% of people are more willing to share various types of personal data with a brand they trust. • People rated their address, mobile phone number, name, and date of birth as the four most sensitive pieces of personal data. Traditional offers and new, data-enabled benefits can be used strategically to influence people to share various types of data. • But more than 70% of consumers will consider sharing that same data even when they are not required to. • Brand trust positively impacts consumers’ willingness to share data. 80% of consumers will share a non-required piece of data for rewards points, and a majority will share data for more experiential benefits like product recommendations or a tool to help them with complex decisions. WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 8


Слайд 8

Highlights of what we found (continued): Data-Sharing Mindsets There are four Data-Sharing Mindsets which can help predict certain attitudes towards data sharing. These mindsets demonstrate that some of the same consumers who take action to protect their data are still happy to share it for relevant offers and services. 43% DEFENDERS To maximize the potential of using consumer data to build meaningful relationships, it will be crucial for businesses to deploy relevant offers for consumers, to develop new types of value exchanges to benefit individuals and society, and simultaneously help individuals gain more control over their own data and provide greater transparency on how it is used. WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 9 24% SAVVY AND IN CONTROL 23% 10% RESIGNED HAPPY GO LUCKY


Слайд 9

CHAPTER 1 People are concerned about how their personal data is handled


Слайд 10

People want more information and control over their personal data 85% Want to know more information about the data companies collect 86% Want to exercise greater control over the data companies hold about them 80% Will only give data to a limited number of companies they trust 75% Are worried sharing data makes them targets for marketing campaigns 59% Have taken steps to limit companies from tracking and advertising to them 34% Have provided made-up personal details to avoid giving away personal data WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 11


Слайд 11

For most industries, few consumers are comfortable with how companies handle their data Q: For each of the following categories, how comfortable do you feel about a company in that category handling your personal data? 57% 22% Somewhat comfortable 46% 15% 43% Very comfortable 39% 14% 12% 32% 30% 12% 20% 35% Financial services 31% Telecom 29% 9% 21% Web services E-commerce 27% Retail Airlines WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 12


Слайд 12

Except in India, most consumers are not comfortable with how companies handle their data Q: For each of the following categories, how comfortable do you feel about a company in that category handling your personal data? Percent very or somewhat comfortable, averaged across all six categories 65% 45% 38% WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 13 35% 34%


Слайд 13

…and the differences in comfort among countries also depend on the industry Q. For each of the following categories, how comfortable do you feel about a company in that category handling your personal data? Percentages represent respondents that are very or somewhat comfortable Series1 US Series2 Canada Series3 UK Series4 France Series5 India 74% 68% 66% 62% 59% 61% 59% 58% 53% 49% 47% 43% 39% 36% 43% 45% 42% 37% 35% 37% 30% 35% 34% 33% 29% 28% 29% 24% 21% Financial1 services 2 Telecom 3 Retail 4 Airlines WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 14 5 Web services 21% 6 E-commerce


Слайд 14

Younger generations show greater comfort with how companies handle their data… Q: For each of the following categories, how comfortable do you feel about a company in that category handling your personal data? Percentages very or somewhat comfortable averaged across all six categories 51% Millennials 44% 35% Boomers Generation X 35% Silent Generation WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 15


Слайд 15

…and these generational differences in comfort are consistent across industries Q. For each of the following categories, how comfortable do you feel about a company in that category handling your personal data? Percentages represent respondents that are very or somewhat comfortable Series1 Millennials Series2 X Generation Series3 Boomers Series4 Silent Generation 65% 59% 53% 54% 52% 52% 51% 48% 41% 43% 45% 45% 43% 42% 37% 36% 35% 35% 32% 31% 25% 26% 23% 19% 1 Financial services 2 Telecom 3 Retail 4 Airlines WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 16 5 Web services 6 E-commerce


Слайд 16

CHAPTER 2 Consumers are more savvy than we think


Слайд 17

We asked consumers about their willingness to share specific data with different types of companies • Respondents were asked to rank various pieces of data, from those they feel are most sensitive to least sensitive. • In addition, respondents were asked to report which pieces of data they felt required to share when considering doing business in each of our six industries. Then they noted how they would consider sharing non-required data points — willing to share, unlikely to share, would never share. • The charts that follow show results in which all “required to share” responses have been removed, thus allowing an examination of sharing attitudes towards data points people felt were optional to share when considering purchasing a product or service. WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 18


Слайд 18

People are most sensitive about personal identifying information… Q. Please compare and rank the following types of personal data in terms of how sensitive you believe them to be, from the most sensitive to the least sensitive Percentages represent how often that data point was marked as one of the three most sensitive Address 58% Mobile phone 46% Name 45% Date of birth 42% Social network access 32% Email 23% Website history 21% Purchase history 17% Lifestyle info 17% WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 19


Слайд 19

… and yet personal identifying data is also what people are most willing to share Q. Please indicate how you would plan or expect to share the following types of your personal data in order to purchase products/services? Percentages averaged across all six industries Email 65% 24% 11% Name 65% 23% 12% Address 45% 35% 20% Date of birth 45% 34% 21% Mobile phone 35% Lifestyle info 30% Purchase history Website history Social network access 38% 37% 48% WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 20 Would never share 30% 44% 38% Not likely to share 28% 44% 19% 14% 27% 42% 26% Willing to share NOTE: All ‘required to share’ responses were removed


Слайд 20

People understand that not all data are the same • Consumers made distinctions between personal identifying information (PII) — including name, address, mobile phone, data of birth, and email — as compared to other types of information. • But consumers also clearly understand that sharing data, especially sensitive, personally-identifying information can help businesses create value for them. WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 21


Слайд 21

Different industries use data differently to create value for consumers • Financial services, airlines, and telecommunications firms are more likely to require that consumers provide PII data to sign up for a service, and also routinely use this data to provide additional value. For example, firms might use it to notify customers of fraudulent credit card activity or a delay in the departure time of a flight. • Retail, e-commerce, and web services, on the other hand, generate more willingness to share nonPII data such as hobbies, lifestyle, and social information to provide more interesting product offers, coupons, recommendations, or networked connections. In contrast, financial services, airlines, and telecommunications companies are not historically good at using non-PII data for added value. WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 22


Слайд 22

Consumers consider the industry when they choose to share different types of data Q. Please indicate how you would plan or expect to share the following types of your personal data in order to purchase products/services? Percentages represent respondents “willing to share” 80% Financial services Airlines 70% Telecom 60% FIN/AIR/TEL AVERAGE FIN/AIR/TEL AVERAGE 50% Web services Retail 40% E-commerce 30% WEB/RTL/ECOM AVERAGE 20% 10% 0% Social network access Website history urchase history Lifestyle info P Hobbies Mobile phone Date of birth Address WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 23 Name Email


Слайд 23

Consumers’ willingness to share personal data varies by country… Q : Please indicate how you would plan or expect to share the following types of your personal data in order to purchase products/services?” Percentages represent respondents “willing to share” averaged across all data points Percentage who are willing to share 48% 41% 38% WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 24 36% 33%


Слайд 24

…but these country differences vary depending on the data type Q. Please indicate how you would plan or expect to share the following types of your personal data in order to purchase products/services? Percentages represent respondents “willing to share” US Series2 Canada Series5 71% 71% 67% 62% UK Series3 France Series4 India Series1 71% 64%65% 65% 57% 51% 55% 54% 50% 46% 48% 46% 46% 45% 43% 40% 45% 40% 39% 37% 33% 36% 28% 32% 28%27% 25% 32% 30% 27% 27% 24% 19% 21% 20% 17% 13% 15% 12%12% 9% Name 1 Email 2 Address 3 Date of birth 4 Mobile phone 5 Lifestyle info 6 WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 25 Purchase history 7 Website history 8 Social 9 network access


Слайд 25

Generations only differ slightly in their willingness to share data… Q : Please indicate how you would plan or expect to share the following types of your personal data in order to purchase products/services? Percentages represent respondents “willing to share” averaged across all data points Percentage who are willing to share 43% Millennials 39% 35% Boomers Generation X 35% Silent Generation WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 26


Слайд 26

…but for some data types, the difference between generations is more pronounced Q. Please indicate how you would plan or expect to share the following types of your personal data in order to purchase products/services? Percentages represent respondents “willing to share” averaged across all industries Series1 Millennials 68% 65% 63%64% Series2 Generation X Series3 Boomers Series4 Silent Generation 66%67% 64% 62% 51% 46% 44% 42% 53% 53% 45% 42% 42% 37% 37% 32% 30% 32% 29% 26% 22%21% 22% 20% 23% 21% 16% 14% 20% 16% 10% Name 1 Email 2 Address 3 Date of Birth 4 Mobile Phone 5 WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 27 Lifestyle Info 6 Purchase History 7 Website History 8 8% Social Network 9 Access


Слайд 27

CHAPTER 3 Brand trust does influence consumers to share data


Слайд 28

We asked consumers about brands they trusted • People were asked to note, within an industry, a brand with which they have had a trusted relationship for at least 12 months. • They were provided a list of leading brands and were asked to write in the name of their trusted brand if it was not listed, or to note if there was no brand they trusted in that industry. • In some industries, there was a well distributed mix of trusted brands, in others just one or two brands dominated the category. WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 29


Слайд 29

Almost all people have at least one brand they trust in each industry Q. Select a company you have had a trusted relationship with for at least 12 months, or add the name of a company you trust in this category at the end of the list. I have a trusted brand in this category 89% 87% 84% 82% 71% 58% Financial services Telecom Retail E-commerce WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 30 Web services Airlines


Слайд 30

Top trusted financial services brands (in five countries) 13% Chase 12% Bank of America 10% Wells Fargo 17% RBC Royal Bank 16% TD Canada Trust 11% Desjardins 12% Lloyds Bank 11% Barclays 15% Crédit Agricole 14% La Banque Postale 13% Caisse D’Epargne 32% State Bank of India 19% ICICI Bank 14% HDFC Bank WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 31 9% NatWest and HSBC


Слайд 31

Top trusted airline brands (in five countries) 17% Southwest 12% Delta 7% United and American Airlines 27% Air Canada 21% WestJet 6% Air Transat 18% British Airways 8% easyJet 5% RyanAir 33% Air France 7% easyJet 4% RyanAir 30% Air India 18% IndiGo WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 32 17% Jet Airways


Слайд 32

Top trusted telecommunications brands (in five countries) 28% AT&T 25% Verizon 9% 25% Bell 21% Rogers 16% Telus 16% O2 12% EE 10% Vodafone 30% Orange 29% Free 21% Airtel 34% Airtel 18% Vodafone 17% Idea WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 33 T-Mobile


Слайд 33

Top trusted retail brands (in five countries) 21% Walmart 12% Costco 21% Tesco 8% 12% 9% Kroger Shoppers Drug Mart 6% 10% Target and Costco Canadian Tire ASDA 9% Sainsbury’s 9% Intermarche´ 20% Carrefour 15% Auchan 33% Big Bazaar 11% Reliance Fresh WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 34 10% Tanishq


Слайд 34

Top trusted web services brands (in five countries) 31% Facebook 15% Google 15% 27% Facebook 22% Google 6% LinkedIn 31% Facebook 14% Google 4% LinkedIn 31% Facebook 22% Google 3% Twitter 47% Google 39% Facebook 6% LinkedIn WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 35 Yahoo


Слайд 35

Top trusted e-commerce brands (in five counties) 57% Amazon 6% 24% Amazon 11% Costco 42% Amazon 13% Ebay 8% Tesco 35% Amazon 12% Cdiscount 9% Fnac.com 46% Flipkart.com 13% Amazon 8% Snapdeal.com Walmart WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 36 6% Ebay 10% Ebay


Слайд 36

We asked if this trust influences consumers’ willingness to share data • After identifying a trusted brand, consumers were asked to consider what influence that trust would have on the specific data points that they previously noted they would be “willing to share” or “unlikely to share” with a firm in that industry. WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 37


Слайд 37

Brand trust strongly influences the level at which consumers are willing to share their data… Q: How does your relationship with [your trusted company] influence the likelihood that you would share the following pieces of data that you identified as being willing to share? Much more likely to share Somewhat more likely to share Email Name 44% Address 44% Date of birth Lifestyle info Purchase history Website history Social network access 85% 41% 84% 40% 82% 43% 39% Mobile phone 85% 40% 45% 41% 40% 49% 31% 50% 29% 51% 28% 51% 27% WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 38 81% 80% 79% 79% 78%


Слайд 38

…and even influences the data they say they are not likely to share Q: How does your relationship with [your trusted company] influence the likelihood that you would share the following pieces of data you indicated you would not be likely to share? Much more likely to share Somewhat more likely to share Name Email 12% Mobile phone 12% Purchase history 4% Social network access 4% 49% 37% 35% 29% 4% Website history 52% 40% 6% Lifestyle info 63% 43% 20% Date of birth 69% 48% 21% Address 70% 48% 22% 34% 30% 25% 24% 29% 28% WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 39


Слайд 39

Impact of brand trust on willingness to share varies by country, primarily for PII data types… Q: How does your relationship with [your trusted company] influence the likelihood that you would share the following pieces of data you indicated you would not be likely to share? Percentage of respondents that were “much more willing to share” averaged across all five PII data types Percentage "much more willing to share" 50% 46% 45% WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 40 38% 34%


Слайд 40

…but these country differences do vary depending on the data type Q: How does your relationship with [your trusted company] influence the likelihood that you would share the following pieces of data that you identified as being “willing to share”? Percentage of respondents “much more willing to share” Series3 US Series2 Canada Series5 UK Series4 France Series1 India 54% 50% 50% 50% 50% 49% 48% 49% 47% 47% 45% 42% 42% 42% 40% 40% 39% 37% 34% 31% 34% 33% 33% 31% 29% 29% 29% 27% 26% 23% 24% Social 1 network access 28% 30% 29% 27% 31% 34% 34% 35% 36% 35% 31% 30% 27% 25% 24% Website 2 history 34% 33% 38% 23% Purchase 3 history Lifestyle info 4 Hobbies 5 Mobile phone 6 WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 41 Date 7 birth of Address 8 Name 9 Email 10


Слайд 41

Brand trust matters more to older generations in ‘traditional’ industries, but has a higher impact for Millennials in new industries Q. How does your relationship with [your trusted company] influence the likelihood that you would share the following pieces of data? Percentage “much more likely to share” a data point they were generally “willing to share” in the industry Series1 Millennials Series2 X Generation Series3 Boomers Series4 Silent Generation 58% 40% 48% 46% 45% 38% 34% 36% 44% 38% 32% 40% 36% 37% 35% 29% 32% 36% 35% 35% 38% 27% 23% 1 Financial Services 2 Telecom 3 Retail 4 Airlines 5 Web Services 6 E-commerce 21st CENTURY 20th CENTURY WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 42 40%


Слайд 42

Companies benefit most from brand trust when people are more comfortable with how the industry handles data, with one exception… Q. How does your relationship with [your trusted company] influence the likelihood that you would share the following pieces of data? Percentages reflect “much more likely to share” responses IMPACT OF BRAND ON PII DATA IMPACT OF BRAND ON NON-PII DATA REPORTED COMFORT IN INDUSTRY 48%-54% 28%-45% 57% 37%-50% 25%-35% 31% Retail 37%-46% 30%-37% 43% Telecom 37%-46% 23%-32% 46% Airlines 36%-42% 23%-30% 40% Web services 25%-35% 18%-29% 33% CATEGORY Financial services E-commerce WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 43


Слайд 43

…The Amazon Effect • The e-commerce category shows the most impactful influence of trust in what we call “The Amazon Effect.” • E-commerce is an outlier among the six industries because of its extremely strong category leader, Amazon. Even though people reported the lowest comfort with how e-commerce companies handle their personal data in comparison to other industries, the Amazon brand had such a strong positive impact that it led to a 6 to 19 percentage point boost in willingness to share PII data. WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 44


Слайд 44

CHAPTER 4 Offers are impactful, but should be used strategically


Слайд 45

We asked which offers would influence people to supply each of these, generally non-required, data points Q: Please indicate whether you would be willing to share each of the specific types of information in order to benefit from each of the following offers. [CHECK ALL THAT APPLY]  Email address  Mobile phone number  My purchase history  Social network permissions  My household income WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 46


Слайд 46

Offers do influence how people share these non-required data points Q: Please indicate whether you would be willing to share each of the specific types of information in order to benefit from each of the following offers. Willing to share any of the five data points Willing to share email only 80% Rewards from company Cash back 79% 77% Coupon for future 69% Location-based discounts 66% Coalition rewards 63% Special event invite 62% Less spam 61% Exclusive customer service 56% Recommendations 53% Tools for decision making 0% 10% 20% 30% 40% WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 47 50% 60% 70% 80% 90%


Слайд 47

We found that the influence of offers depended on two strategic dimensions The variety of offers can be viewed along two axes as follows: • How direct or indirect the offer is • How financial or experiential the offer is For example, can the offer be used immediately, is it valid within the store providing the offer, is it offering a specific value or something more general? For example, is the offer providing a mostly financial incentive or a more experiential incentive? We then mapped the 10 offer types by their influence on consumers’ willingness to share data. WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 48


Слайд 48

Strategic map of offer influence Q. Please indicate whether you would be willing to share each of the specific types of information in order to benefit from each of the following offers Percentage of responses with any of the five data types chosen FINANCIAL Rewards from a coalition ~70% Discounts based on location Cash back Rewards from the company ~80% Coupon for future purchase INDIRECT DIRECT Recommendations ~55% Tools to manage complex decisions Special event invitations ~60% Exclusive customer service EXPERIENTIAL WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 49 Fewer marketing messages


Слайд 49

Younger generations show a much higher interest in sharing non-email data types across all offers Q: Please indicate whether you would be willing to share each of the specific types of information in order to benefit from each of the following offers. Percentages represent the average across all 10 types of offers Millennials Generation X Boomers Silent Generation 53% 53% 52% 47% 39% 36% 27% 23% 22% 21% 18% 16% 12% 12% 11% 8% Email Mobile phone 13% 12% 10% 9% 6% Purchase history Household income WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 50 5% 4% 4% Social network access None


Слайд 50

The influence of offers on data sharing does also vary by country Q: Please indicate whether you would be willing to share each of the specific types of information in order to benefit from each of the following offers. Percentages represent the average across all 10 types of offers US 54% 55% Canada 52% UK France India 50% 45% 34% 34% 35% 31% 29% 21% 18% 16% 13% 13% 10% 12% 14% 16% 13% 11% 6% Email Mobile phone Purchase history 7% 9% Household income WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 51 13% 9% 5% 6% 11% 7% Social network access None


Слайд 51

The influence of offers varies by gender Women are roughly 10% more likely to share their email for all offers. Men are roughly 4% more likely to share non-email data points — particularly mobile phone, household income, and purchase history — for many offers. WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 52


Слайд 52

CHAPTER 5 Future Trends A. THE DATA-SHARING MINDSETS OF CONSUMERS B. NEW, DATA-ENABLED BENEFITS C. PERSONAL INFORMATION MANAGEMENT SYSTEMS


Слайд 53

CHAPTER 5 : FUTURE TRENDS A. The Data-Sharing Mindsets of Consumers


Слайд 54

We identified four ‘Data-Sharing Mindsets’ To examine how consumer attitudes and behaviors might be changing, we looked at two key attitudes to help profile different ways people perceive and act on sharing their personal data. Defensive attitude axis This categorized consumers according to whether or not they had: 1) made up personal details to avoid giving away real information, or 2) had taken steps to limit companies from tracking them online. Sharing attitude axis This categorized consumers according to their attitude towards being happy to share personal information to receive relevant offers and discounts. This permitted a segmentation of consumers into four Data-Sharing Mindsets. WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 55


Слайд 55

The Data-Sharing Mindsets of Consumers HIGH DEFENSIVE 43% 24% DEFENDERS SAVVY AND IN CONTROL NOT HAPPY TO SHARE HAPPY TO SHARE 23% 10% RESIGNED HAPPY GO LUCKY LOW DEFENSIVE WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 56


Слайд 56

What the Data-Sharing Mindsets indicate • These mindsets indicate that even though people may be concerned and want control of their information, that does not prohibit them from wanting to share data. 70% of respondents who have a positive attitude toward sharing data also take defensive actions with their data. • In addition, a majority of consumers are either happy about sharing data or display low defensive behavior. WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 57


Слайд 57

Each generation is divided differently among the Data-Sharing Mindsets Percentages show the portion of respondents within the generation with the Mindset indicated Millennials Generation X Boomers Silent Generation 48% 46% 41% 36% 34% 29% 26% 20% 18% 22% 24% 12% Savvy and In Control 10% Defender Resigned WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 58 11% 13% 10% Happy Go Lucky


Слайд 58

A consumer’s Sharing Mindset predicts their comfort with how businesses handle their data Q: For each of the following categories, how comfortable do you feel about a company in that category handling your personal data? Percentage of respondents reporting they would be very or somewhat comfortable Defender Resigned Happy Go Lucky Savvy and In Control 70% 66% 59% 61% 57% 59% 55% 52% 51% 50% 49% 48% 45% 42% 38% 37% 37% 33% 33% 32% 27% 22% Financial services Telecommunications Retail Airlines WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 59 Web services 23% 22% E-commerce


Слайд 59

Data-Sharing Mindsets also predict a consumer’s willingness to share all data types Q. Please indicate how you would plan or expect to share the following types of your personal data in order to purchase their products/services. Percentages represent averages of “willing to share” responses across all data points and industries Percentage willing to share 46% Happy Go Lucky 45% 35% Resigned Savvy and In Control 34% Defenders WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 60


Слайд 60

‘Savvy and In Control’ consumers are impacted most by brand trust Q. How does your relationship with [your trusted company] influence the likelihood that you would share the following pieces of data that you identified as being willing to share? Percentages represent respondents indicating they are "much more willing to share" averaged across all six industries Defender Resigned Happy Go Lucky 52% Savvy and In Control 51% 49% 46% 44% 44% 42% 39% 36% 40% 39% 38% 37% 36% 34% 34% 35% 39% 40% 38% 43% 42% 39% 39% 34% 32% 27% 27% 26% 25% 28% 26% 27% 23% 23% 21% 20% 17% Social network access 17% Website history 17% Purchase history Lifestyle information Hobbies Mobile phone WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 61 Date of birth Address Name Email


Слайд 61

Data-Sharing Mindsets also predict how much offers influence a consumer’s willingness to share data Q: Please indicate whether you would be willing to share each of the specific types of information in order to benefit from each of the following offers. Percentage of respondents that selected any of the five data types averaged across all 10 offers Defender Resigned Happy Go Lucky Savvy and In Control 58% 55% 51% 49% 35% 35% 24% 21% 20% 12% 12% 24% 20% 12% 19% 14% 13% 13% 6% Email Mobile phone Purchase history Household income WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 62 11% 11% 8% 5% 6% Social network None of these


Слайд 62

How the mindsets drive sharing • The sharing attitude axis is a strong driver of comfort with companies handling data, and a willingness to share a range of data types. • Those who are happy to share data do not report reduced comfort or willingness to share, even if they take defensive actions with their data. • Importantly, this means that an urge for control over one’s data does not preclude a consumer’s interest in sharing it as well. WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 63


Слайд 63

Data-Sharing Mindsets and the future • We wonder how the Data-Sharing Mindsets would have been divided five years ago. • Due to increasing attention drawn to data theft, loss, and monitoring, we would expect that many people with Happy Go Lucky or Resigned mindsets in the past would have become Savvy and In Control or Defenders. • We believe that in the future, more and more consumers will likely take defensive actions. Therefore, the key issue for companies will be driving a value proposition that keeps consumers happy and willing to share their personal data. WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 64


Слайд 64

How younger consumers will drive future relationships with marketers While we are wary of making predictions of generational attitudes into the future, we do believe that the impact of growing up in a hyper-connected society will remain as generations grow older. Given this, the much larger percentage of Millennials and Generation X members in the Savvy and In Control mindset should offer companies hope for building stronger consumer relationships over time. Those with a Savvy and In Control mindset: • Are the most influenced by brand trust, demonstrating that investing in brand building will continue to provide value. • Are more enticed than other mindsets by broader value propositions, indicating that companies can use the vast streams of data they collect to deliver greater, and potentially unique, consumer value. • Demonstrate that the desire for data control and an interest in sharing data are not mutually exclusive. WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 65


Слайд 65

CHAPTER 5 : FUTURE TRENDS B. New, Data-Enabled Benefits


Слайд 66

Businesses are beginning to explore non-traditional, data-enabled benefits • Netflix and Amazon, for example, spurred the use of aggregated customer data to improve an individual user experience through product recommendations. • Energy companies are looking to use and share data with their customers to help them be more efficient, save money, and improve society. • Services such as Mint and Billguard are compiling financial information and providing insights back to consumers in order to help them make better decisions and protect against fraudulent or inappropriate finance charges. • Apple is stressing to customers the steps it is taking to avoid keeping or sharing their data. WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 67


Слайд 67

Non-traditional benefits can influence people’s willingness to share non-required data Q: For each example of a data practice, please indicate how likely you would be to share non-required types of personal data if the company used such a practice Very likely to share Somewhat likely to share Security User experience Societal Insights 37% 27% 10% 30% 22% 8% 7% 47% 30% 17% 19% 26% WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 68


Слайд 68

The interest in non-traditional, dataenabled benefits varies by country Q: For each example of a data practice, please indicate how likely you would be to share non-required types of personal data if the company used such a practice. Percentage of respondents reporting they would be much more likely or somewhat more likely to share Percentage likely to share data 60% 33% 26% WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 69 26% 25%


Слайд 69

Younger generations show a higher interest in all types of non-traditional, data-enabled benefits Q: For each example of a data practice, please indicate how likely you would be to share non-required types of personal data if the company used such a practice. Percentage of respondents reporting they would be much more likely or somewhat more likely to share Percentage likely to share data 43% Millennials 33% 25% Boomers Generation X 25% Silent Generation WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 70


Слайд 70

Attitudes towards non-traditional, data-enabled benefits varies somewhat by gender Q. Please indicate whether you would be willing to share each of the specific types of information in order to benefit from each of the following offers Percentage of respondents reporting they would be much more likely or somewhat more likely to share, averaged across all five data-enabled benefits Percentage likely to share data 33% Men 29% Women WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 71


Слайд 71

‘Savvy and In Control’ mindsets show the greatest affinity towards data-enabled benefits Q: For each example of a data practice, please indicate how likely you would be to share non-required types of personal data if the company used such a practice. Percentage of respondents reporting they would be much more likely or somewhat more likely to share Defender Resigned Happy Go Lucky Savvy and In Control 54% 49% 46% 43% 40% 38% 33% 28% 32% 28% 22% Provide better customer experience 23% 20% Offer benefits to society 19% Shares insights based on all customers WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 72 18% 18% Help me learn more about myself


Слайд 72

CHAPTER 5 : FUTURE TRENDS C. Personal Information Management Systems (PIMS)


Слайд 73

A new service: your personal data manager • We also wanted to look at a new service that would benefit consumers as data collection becomes more prolific and of greater interest. • Various types of companies are exploring Personal Information Management Systems (PIMS) that would act as an intermediary service to store a consumer’s personal data and allow her to decide how to share different pieces of that data with companies. • PIMS would allow users to easily control (“turn on and off”) the data they share with different companies to enable a more explicit value exchange with these companies. WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 74


Слайд 74

Consumer attitudes towards PIMS Somewhat agree Strongly agree 56% 47% 23% 15% 33% 29% 8% 25% 8% 20% 25% 5% 33% 32% 21% Would be willing to consider Believe it would benefit society 15% Would only join if "my" brands are Would expect additional benefits Would share a wide range of data in system PIMS FEATURES PIMS CONCEPT WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 75 6% 19% Would accept offers from new companies


Слайд 75

Attitudes towards PIMS vary by gender Q. To what extent do you agree or disagree with the following statements about [the PIMS] concept? Percentage of respondents that strongly or somewhat agree Men Women 36% Consider PIMS 29% 32% 27% 23% See it as a benefit to society 27% 17% Give up a wider range of data WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 76 22% Accept offers from new companies


Слайд 76

Those with ‘Savvy and In Control’ mindsets show greater interest towards PIMS Defender Resigned Happy Go Lucky Savvy and In Control 66% 60% 59% 55% 52% 49% 47% 44% 40% 43% 41% 39% 36% 26% 34% 32% 27% 24% 23% 23% 18% 18% 14% 14% Willing to consider Believe it would benefit society Only join if "my" brands are in system Expect additional benefits Would share a wide range of data PIMS FEATURES PIMS CONCEPT WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 77 Would accept offers from new companies


Слайд 77

CHAPTER 6 Strategic Recommendations


Слайд 78

Invest in building both data and customer trust Invest in Trust Treat Data as an Asset • Customer data is a key intangible asset for your business. • Do not assume customers will trust you with their data. • Plan for how you can build the value of this asset over time. • Invest in brand trust and reputation (via service, responsibility, transparency) if access to customer data is vital to your long-term business strategy (and it is!). • Recognize that firms in your industry may have to try harder to demonstrate their trustworthiness with customers’ data than other industries. • If you do need to offer customers rewards to motivate data sharing, look to offer them benefits that do not undermine the perceived value of your offering (e.g. upgrades and exclusives rather than cash back). WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 79


Слайд 79

Give customers value and control Understand that customer comfort differs Use the data customers give you to deliver more value to them • • • • Use data as a source of innovation to deliver new value and enhanced products and services for customers (not just as a way to increase the efficiency of your advertising spend). Plan for the expectation that some customers will be more willing than others to share data with you. • Try to wait to ask for more data from customers after you have established a trusted relationship. Do not ask for data unless you need it and can show the value you will provide to customers with it. Put customers in control Design customer experiences so that customers choose to share data as part of a value-adding experience; that way you don’t even need to explain or persuade how sharing data will benefit them. • Give customers options and tools for control of their own data. • Help your customers to be, and feel, more savvy about their data and how it is used. WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 80


Слайд 80

APPENDIX Authors, Acknowledgments, and Methodology


Слайд 81

Authors Matthew Quint (mq2120@columbia.edu) is the Director of Columbia Business School's Center on Global Brand Leadership, which creates, gathers, and shares insights on what it takes to build strong brands. In this role, Matthew researches, writes, and presents on a wide range of issues critical to successful brand building and management. He has particular expertise in marketing ROI, strategies for marketing in the digital age, and the development of creative and effective brand communications. David Rogers (david.rogers@columbia.edu) is a globally recognized leader on brands and digital business strategy, known for his pioneering model of customer networks. He is author of three books, most recently, The Network Is Your Customer: 5 Strategies to Thrive in a Digital Age, as well as the forthcoming, The Digital Transformation Playbook (2016). Matthew is the co-producer of the Center's acclaimed BRITE Conference series on brands, innovation, and technology, now in its 9th year, which brings together over 500 big thinkers in industry and academia to discuss how innovation and technology help build strong brands. He has worked with senior executives from various leading companies — including Aimia, Coach, Deloitte, Edelman, Lonza, and SAP — to conduct research, produce events, and promote knowledge sharing among branding and marketing leaders. At Columbia Business School, David teaches global executives as the faculty director of Executive Education programs on Digital Marketing Strategy. His recent research has focused on in-store mobile shoppers, big data, and digital marketing ROI. He is also the founder of the Center on Global Brand Leadership's acclaimed BRITE conference. David has consulted and developed executive programs for global companies such as Google, Toyota, Pernod Ricard, Visa, SAP, Lilly, Combiphar, IBM, China Eastern Airlines, Kohler, Saint-Gobain, and MacMillan, among many others. He has delivered strategic workshops for executives in hundreds of companies from 64 countries. David is a board member of the Marketing Hall of Fame, and is president-elect of the NY American Marketing Association. WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 82


Слайд 82

Acknowledgments Deep thanks go to Fatima LaHay and Annie Balant from Vision Critical for their project management and fielding of the survey. Crucial support, comments, and questions came from the Aimia Institute team (a sponsor of the Center on Global Brand Leadership) during the early days of survey development and in feedback on the data analysis. Thanks to Aaron Dauphinee, Martin Hayward, Michelle Stern, Nicola Waterman, and Laura Hewitt. Finally, special thanks go to Isadora Levy, a graduate student at Columbia Business School, who supported the data analysis, and Gabriela Torres Patiño and Allie Abodeely from the Center on Global Brand Leadership for their research and editing support. WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 83


Слайд 83

Methodology For the industry-specific sections — primarily the Findings sections 2 & 3 — each respondent was randomly provided two (of six) industries to consider. Comfort-related questions used a standard 5-point Likert Scale from Very Comfortable to Very Uncomfortable. Agreement-related questions used a standard 5-point Likert Scale from Strongly Agree to Strongly Disagree. The brand trust section used a 3-point scale: Much more likely to share, Somewhat more likely to share, No more likely to share. The data-enabled benefits section used a standard 5-point Likert Scale from Very Likely to Very Unlikely. A downloadable copy of this research report and a complete list of the survey questions can be obtained online at: gsb.columbia.edu/globalbrands or visit Aimia Institute at aimia.com. The online survey was designed by Columbia Business School and fielded by Vision Critical from February 3-11, 2015. A total of 8,160 respondents completed the survey: 2,004 from the United States; 2,036 from the United Kingdom; 2,111 from Canada; 1,007 from France, and 1,002 from India. Qualified respondents were age 18 or older, and resided in the US, UK, Canada, France, or India. The respondents were closely representative of the general population (not just the online population) of age 18+ respondents in each country, with the exception of India, where the respondents slightly over-indexed as younger and more affluent than the overall Indian population. WHAT IS THE FUTURE OF DATA SHARING? © 2015 Page 84


Слайд 84


Слайд 85


×

HTML:





Ссылка: