Managing Customer Consent
Consent management often takes a back seat in customer acquisition but is vital for maintaining customer trust and avoiding fines
What is the problem?
In a race for customer acquisition, managing consents is almost an afterthought. Until it becomes a big problem and requires a lot of resources to ‘fix’. We think of our solution as a kind of insurance policy that:
- Your company’s Customer Contact policies are observed. This is good for the Customer as the intensity of contact does not get out of hand.
- You do not experience a lot of opting out from communications. This is a business killer: you cannot put your message across, maybe there is uncertainty about what the Consumer has actually oped out of (specific messages, the message delivery channel, etc.)
- All of your touchpoints use the same consents and permissions.
Issues with the management of consents (and compliance) are not restricted to industry, company size or number of customers. Over time lack of attention may lead to various problems as it reduces marketable Customers and leads or fines if there are Consumer complaints.
How should you address this problem?
There are three key steps:
- It is important to see what ‘affirmative action’ consents are present. These are basically consumer choices (clicking on a consent box, typing a specific code that opts in/out, etc.)
- Create a series of scenarios to assess compliance with relevant policies.
- Finally maintain a data structure which can be used as the most current view of consents noting the system that has recorded it (and when).
Get in touch
Ready to upgrade your customer communication strategy today? Let's connect! Reach out to our expert team using the contact form below, and we'll be in touch to discuss how we can help your business thrive
Sydney, NSW, Australia