Components

Target Corporation: Predictive Analytics and Customer Privacy
Belock, B., Fasheh, F., McKeever, A., and O’Rourke, J. S. (Editor)
February 2, 2018
SKU:
BUS-004080 Region:
North America
Topic:
Strategy & General Management, Human Resources & Organizational Behavior
Length:
12 pages
Keywords:
Conflict Management, crisis management, customer communication, customer relations, employee relations, privacy, retail, Technology
Copyrighted by:
Notre Dame
Student Price:
$4.00 (€3.72)
Average rating:
0
A father complains about pregnancy related coupons addressed to his teenage daughter. Target’s predictive analytics had determined his daughter was pregnant and targeted her as a customer before she broke the news to her father. Target must react in the face of a largely publicized article about the incident.
Learning Outcomes:
- To raise awareness about how companies use analytics tools to serve their customers;
- To highlight possible conflicts when companies use predictive analytics to increase their revenues and potential profit margins;
- To encourage discussion about a customer’s right to privacy and a company’s right to collect information about its customers;
- To encourage analysis of how companies and customers can mutually benefit from using predictive analytics to increase customer satisfaction and retention.