Enterprise Irregulars: Seven Lessons Learned In Customer Experience Strategies During A Data Breach (such as Target’s)

InsightaaS: R. "Ray" Wang — widely-respected IT analyst and CEO of Constellation Research — has published a piece in the excellent Enterprise Irregulars blog site highlighting lessons that should be learned from the recent Target data security breach. His "seven lessons" help to illustrate specific actions that can and should be taken in response to a breach, and his concluding observation - that the shift to digital business requires "a new level of authenticity" - helps to position these actions in a broader business framework. 

Every Brand Should Have A Plan For A Data Breach

The confluence of centralized personally identifiable information, reliance on digital channels, ease of hacking of magnetic stripes, and the application of the Willy Sutton rule ( a.k.a. you rob banks because that’s where the money is) improve the odds that many organizations will face a data breach.  The question is not whether one will happen, but more a question of when and to what extent.  How a brand addresses the customer experience component during a data breach will have significant impact that will subsume all other brand efforts up and until the data breach.

On December 19th, Target confirmed reports of a data breach affecting 40 million customers between November 27th and December 15th, 2013.  In conversation with over 30 customer experience professionals, many lessons have been learned from the recent Target breach and the largest breach with TJX (TJ Maxx and Marshall’s).  The following following seven approaches highlight pragmatic and effective strategies to responding and mitigating the damage:

  1. Begin by isolating and understanding the root cause of the breach. Understanding the root cause enables a realistic understanding of all the options...
  2. Catalyze a crisis command center. The command center should not be an after thought but part of the communications readiness training.  Prioritize key data. Put all your data sources to work.  Identify a protocol for decision making...

Read the entire post: http://www.enterpriseirregulars.com/70152/tuesdays-tip-seven-lessons-learned-customer-experience-strategies-data-breach-targets/

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