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How to Get Consumers to Forgive You for a Breach

The best response I’ve seen to a problem was the way Perrier handled ‘Benzene-gate‘. Disclose that there’s a problem, and keep the public informed as to what you’re doing about it…:

[…] Want consumers to have a forgiving attitude toward privacy breaches? Start with a great brand and be proactive. Those are key lessons from the latest “Consumer Attitudes Toward Data Privacy and Security Survey,” released today.

The survey, conducted by Janrain, which specializes in customer identity and access management, found that nearly half of a total 1,000 consumers say they’d be willing to forgive a data breach if the company was transparent about the event and response.


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Peter Glock
Over 30 years of designing, building and managing telecoms and IT services. Primarily working with large enterprise and professional services businesses in Asia, North America, continental Europe and the UK. Information security professional, secret physics nerd.

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