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Forked Tongues

I don't need to tell you that consumers are nuts. They demand better customer service, but complain about their privacy if you try to collect ...

By Andrew Kantor | Updated on August 31, 2001

I don’t need to tell you that consumers are nuts. They demand better customer service, but complain about their privacy if you try to collect the information you need to give that service.

A good number of these customers, I’m sure, have no qualms about filling out warranty registration cards for their new CD player-the ones that ask which hobbies they’re into and what kind of music they like. And many probably sign up for those supermarket discount cards, happily giving away disturbingly personal information. (“Mr. Jones, we’ve noticed you’ve bought four tubes of Preparation H this past month. Here’s a coupon for new Charmin with Aloe.”)

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