Lean not mean: A user-first framework for surveillance marketing
During MarTech East, Duane Schulz outlined the need to reconcile the demands of commerce with privacy pressures and how lean surveillance marketing could help.
Data collection is rising in
This inevitably shines a spotlight on the tracking tools used in the martech and adtech ecosystems. These industries provide services that rely on tracking, with technology geared up to gather data, profile users, and improve ad targeting. At the root of the issue is the revenue model of the major platforms where advertising funds free access. With click-through-rates (CTR) declining and the use of ad blockers rising, there is increased pressure to extract more value from the remaining inventory of users. Countering that pressure is ongoing privacy regulation and competition from tech giants, such as Apple and Google, putting privacy at the core of their business.
Marketers clearly need to reconcile the demands of commerce with the privacy pressures in the market and, at the recent MarTech East Conference, Duane Schulz, Principal of Schulz Advisors LLC, presented the concept of lean surveillance marketing as a possible solution.
Lean surveillance marketing is based on a number of core principles, the most important of which is that marketers exist to serve their visitors. They must, therefore, use marketing technologies for the user, not against them, and consider how they can best use tech to improve customer experiences. This focus on the user will naturally lead to stronger customer relationships and increased brand value through trust.
Prioritize privacy experience design
The lean surveillance framework sets out practical actions marketers can take in five key areas to uphold its principles. One vital area is privacy experience design, with the framework recommending that marketers build privacy into the development of all customer interactions from web experiences and social to email and apps. Rather than letting privacy be a lawyer’s issue, steered by different priorities, marketers can take ownership of privacy and consent to bring it into the heart of customer experience.
Marketers can incorporate best practices from customer experience and human-centered design to create optimized consent experiences that fully explain the value exchange and provide real choices. These experiences should align with the brand’s voice and image, and fit seamlessly into customer interactions. This approach enables brands to build trust and earn the right to use customer information for legitimate purposes from the beginning, providing a competitive advantage as competitors lose data to lack of credibility, ad blocking, and opting-out.
Review data, tracking, diversion and content
In addition to privacy experience design, the lean surveillance framework sets out practices around data, tracking, diversion and content. It suggests marketers minimize data collection, gathering just the elements specifically needed to
Similarly, diversion tactics and dark patterns should be avoided. This includes practices such as making the accept button visually compelling and easy to see, while the decline button is barely visible. The framework suggests avoiding misdirection and experience hijacking, letting the user make their own choices and take control of their own journey.
Awareness of data collection is only increasing, putting more pressure on marketers to address tracking and other data-driven tactics. The practices outlined in the lean surveillance framework help marketers simplify their martech stack, get ahead of the privacy conversation and strengthen customer relationships through enhanced brand trust. While effective marketing depends largely on
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