"That may not be creepy, but it's annoying. But what is creepy is having a conversation with someone about purchasing something or planning a trip, never even visiting a company's website, but the next thing you know, you start receiving ads related to that conversation. How is that possible? (The answer is in this article!) Whether or not your phone or smart device is listening isn't the real issue."
"It's really simple. When the customer doesn't understand how a company "knows" or how it got the information, it can be perceived as creepy, if not downright intrusive. If you read the "fine print" in the terms and conditions on Facebook, Google and many other websites, you'll learn that they use your behavior to decide what information to feed you."
"They do not say, "Because you searched for" or "Based on your recent activity. ..." Instead, they are specific and say, "Because you watched Stranger Things. ..." Netflix customers don't mind the recommendations and personalization strategy because it makes them feel like Netflix knows them, versus how much they know about them. That subtle difference helps customers feel recognized, not monitored (or creepy)."
Customers often encounter targeted ads after brief web interactions or conversations, producing annoyance or a sense of being monitored. The real harm comes when customers cannot understand how companies obtained information; that lack of transparency triggers perceptions of creepiness and intrusion. Clear, specific explanations about data sources and recommendation reasons reduce discomfort, as exemplified by Netflix's approach of citing concrete viewing history rather than vague activity-based claims. No definitive proof exists that phone or smart device microphones are actively listening to conversations, but the customer perception of being watched can erode trust more rapidly than poor service.
Read at Forbes
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