Corporations occasionally abuse their ability to control every aspect of the customer experience. For example, a previous upgrade to Apple's operating system made it falsely appear that downloads were occurring more quickly. Additionally, personalizing the content that Internet users see can occasionally lead to inadvertent discrimination and political polarization. 

University of Minnesota - Twin Cities

In the past, consumers generally transacted with businesses face-to-face. However, consumers today almost always purchase products or services through a device, whether that be a kiosk, a laptop, or a smartphone. These devices enable corporations to store data on individual consumers' behavior and use that data to determine how best to get them to increase their consumption. Moreover, they can use the same devices to design every aspect of a consumer's experience. And because technology has become so ingrained into our day-to-day lives, corporations no longer need to wait for a consumer to enter a store to market to them. 

Consumer Mediation

Calo, Ryan, Digital Market Manipulation (August 15, 2013). 82 George Washington Law Review 995 (2014), University of Washington School of Law Research Paper No. 2013-27, Available at SSRN: https://ssrn.com/abstract=2309703 or http://dx.doi.org/10.2139/ssrn.2309703

Digital Market Manipulation

Consumer mediation can, in some cases, improve a customer's overall experience. Corporations can use data on customer interactions to better detect and prevent interpersonal fraud. Additionally, corporations can personalize and improve their services for individual consumers. 

Learn Before

Related