It’s been more than a week since the revelation that Bell Canada is gathering customer usage data with the intention of selling it for ads. I refrained from proclaiming it as the worst idea ever just to give it time to sink in, but yup, even with the benefit of sober second thought this is clearly one of those dumb moves that is either out of touch with what customers want or amazingly presumptuous about what the company can get away with.
In case you missed it, Bell has been sending out notices informing customers that, starting Nov. 16, it will be relaying new product offers based on their phone, internet and TV usage. As the Globe and Mail reports, this will include the monitoring and exploitation of:
Internet activity from both mobile devices and computers, including Web pages customers have visited and search terms they have entered; customers’ location; use of apps and other device features; television viewing habits; and “calling patterns.” Account information shared will include product use including type of device, payment patterns, language preferences, postal codes, and demographic information.
Customers will be able to opt out of receiving the ads, but not the data collection itself. Bell is painting the service as a win for consumers, since they’ll be able to receive ads that are more relevant to them. Hotels, for example, might be able to send ads to customers who are also frequent travelers. What Bell plans to do with the collected data on customers who have opted out, however, is a mystery. Read the rest of this entry »