Good data should not come at the cost of Goodwill
CVS recently ran an experiment that's generating a lot of buzz online. Unfortunately, it's not the kind of customer reaction retailer likes to get.
The drugstore giant chose the week of July 12 to deviate from its usual offer of special coupons or promotions in printed circulars. They were betting that what they gained in data insight for the week would be worth the price of alienating some customers.
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