Does your data breach CX match your brand promise?
Data breaches are inevitable, but a well-handled response can transform a crisis into an opportunity to reinforce a brand’s commitment to its customers, argues Lauren Clancy, client partner (cyber and technology) at Porter Novelli Australia.
What do you say to 50,000 loyal customers after you’ve lost their credit card details?
If you don’t know, you’re facing a rolling crisis, especially if you are a consumer-facing brand that talks a big game on customer care.
Our extensive experience and research in data breach response shows that if your CX in a crisis is vastly different from your CX when you’re trying to sell something, you’re going to break a fundamental brand promise with your customers.
