Project Management

How to Win Customer Loyalty Post-Data Breach?

Data breach is the unauthorized hacking of a secured database that is typically geared to logical or digital data on the internet. Such breaches are constantly happening and their severe impact on the number of records and consumers are hard to ignore.

In this article at Help Scout, Elizabeth Wellington shares significant proactive approaches to maintain security infrastructure and regain customer loyalty.

Series of Slip-Ups

Emails are one of the prime sources of a data breach. To prevent such human errors, creating explicit policies and procedures is the ideal approach. Create a ‘data breach response plan’ to subside the expected harm and prevent the future recurrence of the same crisis. The author suggests few essential measures to make a difference:

  1. Be aware of the complex regulations of ‘data breach notification laws’ that are formed to protect consumers across the globe. It is crucial to understand how the laws affect your data breach response plan. Always ensure that customers across different states need to comply with the state laws. Also, try to discuss these laws with your company attorney who understands data breach notification and the updates in legislation.
  2. Assess the source and scale of the data security breach by analyzing the hacker’s purpose and consequences of the breach. A simple rundown of data can answer your doubts pertaining to the severity of the breach. Be ready to redesign your security infrastructure to protect customer data.
  3. It is the ethical obligation of a company to honor their customer’s privacy rights. To do so, go beyond the regulations and present your customers with a clear assessment of the scenario. Let them know your strategy to fix the breach and keep your promise intact.

Drafting Breach Notification

It is the formal email sent by the company to alert the customers about the security breach. As you draft the email, consider your consumers as humans first and get the notification right. Here is the catch:

  1. As you write to your consumers, understand their helplessness to empathize. Sincerely apologize and take complete responsibility for the breach.
  2. Be transparent with your consumers and clearly guide them to check the status of their personal data. Direct them to more documentation that details the breach and the company’s in-depth response.
  3. To regain trust in your company, the customers need specifics about the strides you are making to update the present security infrastructure. Clearly define them steps you are taking for internal accountability while collaborating with the external experts to drive actionable change.
  4. Offer to pay for an identity protection plan to reduce the fallout for each customer.
  5. Be generous and extend gratitude to the loyal customers at the end of the email. Offer them discount on their next purchase or monthly service.

Click on the following link to read the uncut version:

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