What I’ve Learned from 5,000 Data Breaches
- How has the breach response landscape changed over the last year?
Over the last year, the biggest shift we’ve seen in the industry relates to the activities that occur well before a data breach. We’ve all seen the devastating consequences a botched response can have on brand reputation, customer retention and the bottom line. Today, more and more businesses are engaging with partners like Bryan Cave early on, and taking proactive steps to be ready to address their customers quickly and with care when a data breach does occur.
- After a breach, losing customer trust is a big concern for brands. What can companies do before and after a breach to ensure customer trust remains intact?
Companies should place excellent customer service as their guiding principle during response planning and execution. Taking the time to plan for an incident with the customer in mind will go a long way in preserving customer trust when a breach occurs. All communications to customers need to be clear and helpful to minimize confusion and anger. It is much easier to have clear communications when you think through the flow and complexities in advance of a…
