Personalisation – Customer Service of the 21st Century

April 29, 2013

eBay Inc’s Public Policy lab today welcomed the release of a report by the Centre for Internet Safety, based at the University of Canberra titled: Personalisation: managing consumer choice and privacy”

The Centre’s paper release coincides with Privacy Awareness Week, celebrated across the Asia Pacific region, held from 28 April to 4 May 2013, to promote awareness of privacy issues and the importance of the protection of personal information. eBay and Paypal are proud partners of Privacy Awareness Week.

The Centre’s paper explores the rapid growth of technology and the increasing consumer demands of personalisation, while addressing privacy concerns.

A 2012 Accenture survey found 75% of online shoppers prefer retailers that use personal information to improve their shopping experience. The same survey found 61% would trade privacy for personally relevant offers.

The paper makes reference to Global CEO of eBay Inc., John Donahoe, who indicated to an analysts meeting in March 2013:

"There’s going to be an enormous jump around giving a consumer a more engaging, personalized experience...We are absolutely focused on innovating and experimenting -- it’s a natural place for eBay to thrive.”

The Centre’s paper concludes If done right, personalisation will be the “Customer service” of the 21st Century.”