Net Neutrality & Internet Service Providers

Betraying Customers' Trust Through Contradiction

Some internet service providers are offering net neutrality in light of a bill removing internet privacy protections for customers.

The bill is not well received by the public, but advertisers seem to welcome the freedom the bill gives to access customer information for target marketing. With the invasion of privacy the bill allows to private citizens, internet providers have already begun trying to cash in on the opportunity.

While the removal of internet protections were up for discussion, some internet providers lobbied for protections removal. For internet service providers, the removal of the protections can allow for revenue increase on both sides of the spectrum: a) charge the customer extra for internet protection and to protect the customer's information (with terms & conditions, of course); b) charge marketers for access to customer information.

And there seems to be no way out for the customer since life seems to revolve around the internet. So win, win...right?

Although functioning in life means being able to access the internet doesn’t mean internet providers choosing to profit off of this unfortunate loss of internet protections for customers won’t come with backlash. There are clear violations that may be addressed at a later time once the bill takes full effect.

Customers will have and can find options to secure internet service without forfeiting their rights to privacy and protection while bypassing some of the larger internet service providers that tend to monopolize the market.

If an internet service provider supported the removal of internet protection, and tries to claim it supports net neutrality, the contradiction alone puts the service provider at risk of losing customers' trust. Customer trust lays the reputable foundation brands rest on in the market. But when customers feel betrayed and violated, companies cannot rest on their laurels.

In the era of hashtag boycotts “#grabyourwallet” via social media and public outcries in the form of protests, customers know they are the breath of life for making and ending brands in the market.

The removal of internet protections is risky and customers do recognize which companies support or denounce the bill that demolished net neutrality.

In the interest of business, it's always best to consider how the customer experience will be impacted against the bottom line.