Good morning, Marketer, and are you keeping your customers’ trust?
That’s an important question in these times made sensitive by profound crises in public health and politics. I was speaking with Richard Jones, CMO of Cheetah Digital, a market-centric engagement platform: “There is a dichotomy going on now between adtech on the one side — and how sophisticated it can be with tracking and targeting, and making the case that more personalized ads are better for people — and on the other side this complete distrust of platforms such as Facebook and Google, and adtech in general as an ecosystem.”
Brand marketers, Jones told me, are stuck in the middle, needing to reach people at scale with personalized messages without “rubbing people up the wrong way.” Sure, the “don’t be creepy” message has been around for a while, but I think the current distrust does go deeper than that.
It’s too easy to blame Facebook for everything — adtech in general has done a poor job of explaining what it was doing with consumer data. But certainly, the perception that Facebook is both a voracious consumer of personal data and (fairly or unfairly) a magnet for scandal hasn’t helped. Not only content and cadence, but tone, are going to be key components of trustworthy messaging for a long time to come.
Kim Davis
Editorial Director