Seduced by Information: Repelled by How It Is Managed

Hall, Robert, ABA Bank Marketing

"Logic can convince but only emotion can motivate"

--Jonathan Alter

OUR LOVE AFFAIR WITH INFORMATION IS KILLING OUR RELATIONSHIPS. Over the past two decades the implicit assumption has been that more information would strengthen our relationships. The reality is that our methods for collecting and using information are stifling the formation and development of our connections with employees and customers. Our quest for copious, efficient, low-cost and ever-accessible information is getting very expensive. It is time for chief marketing officers to reexamine how information--which can be so valuable and positive for relationship building--is being managed in a way that undermines the most sacred resource we have: our relationships with our customers and employees.

An example: I recently made an appointment to visit my allergy doctor whom I had not seen in several years. A couple of …

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Publication information: Article title: Seduced by Information: Repelled by How It Is Managed. Contributors: Hall, Robert - Author. Magazine title: ABA Bank Marketing. Volume: 43. Issue: 4 Publication date: May 2011. Page number: 12+. © 2009 Bank Marketing Assn. COPYRIGHT 2011 Gale Group.

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