The Impact of Cyber Security on Customer Feedback

Cyber security has become an increasingly important issue for businesses of all sizes, sectors, and geographies in recent years. Digital transformation has allowed companies to take operations into the cloud, scale their services to accommodate changing customer purchasing behaviors, and improve their experiences.However, this pivotal transformation has also made firms exponentially more vulnerable to cyber attacks, data breaches, and other security risks. With transactions and interactions moving into the digital space, companies must take vital steps to safeguard customer data and information using tools like Web Authentication, or WebAuthn.

Failing to do so can have a profound impact on their reputations.A successful cyber attack exposes a company’s failure to preserve sensitive data, leading to a loss of trust and reputation, not to mention hefty regulatory fines for firms operating in strict industries. The IDC recently found that 80% of consumers in developed countries will defect from a business if their information is compromised following a security breach. Therefore, it’s hardly surprising why large numbers of businesses cease trading following a breach.In this article, we'll explore how a company's cyber security posture can influence consumer perceptions and buying behaviors.The Risks of Poor Cyber Security for Customer FeedbackCustomers in this day and age are aware of cyber threats and are, rightfully, concerned about how their data is handled by the brands they follow. When interacting with your brand, you must provide reassurance that all customer data is handled with integrity.Should a company suffer a major data breach, it can seriously alter customers’ perceptions about - and faith in - the brand. Likely, large numbers of customers would simply stop engaging with a brand altogether if their data was compromised and fell into the hands of a bad actor.Word travels quickly, and affected customers may share their poor experiences and feedback about a company’s lack of security practices with friends, family, and followers on social media. In turn, this can knock the brand’s image down a notch with increased publicity about its inability to handle data. Previously loyal customers may look to take their business elsewhere if their faith in a brand has been tarnished. The lost business and costs incurred to recover from an attack, as well as falling stock prices, can also affect a company’s bottom line.These disastrous outcomes fundamentally prove how vital proper data security and safeguarding is for customers.Factors That Damage Brand CredibilityWhen looking at how cyber security affects credibility with customers, there are a few key factors that can amplify or reduce the impact.If an attack appears to be calculated - i.e. initiated by a malicious actor seeking to ruin a brand or send a political message - it can be particularly damaging to customer trust if they’re caught in the crossfire.From the outset, customers will expect all information they share with a brand to be protected with the utmost integrity. Should this information be leaked in a breach or in an attack that disables key systems or services for an extended period, confidence and trust in a business will be eroded more quickly.In terms of responsiveness, companies should endeavor to communicate openly and transparently with customers and take proactive steps to mitigate the incident. Slow or opaque responses only add fuel to the proverbial fire concerning accountability and urgency. Even if trusted brands with solid reputations were to suffer a cyber attack, they are not entirely immune from scrutiny, even if an attack isn’t hugely disruptive.Demonstrating Commitment and Care Through Security PracticesWhile ensuring 100% resilience from cyber attacks is difficult, companies can demonstrate a commitment to upholding security and making it a priority.This starts at the top, with leaders and directors implementing cohesive and structured cyber incident response plans. Whether this involves bolstering teams with sufficient threat detection and containment tools or entrusting this to a reputable third-party security firm, it is critical to outline how any company can detect, contain, and recover from attacks. Edits: Whether this involves bolstering teams with sufficient threat detection and containment tools or entrusting this to a reputable third-party security firm, it is critical to outline how any company can detect, contain, and recover from attacks, all while considering the use of cheap proxy solutions for enhanced security and anonymity during cyber defense efforts.Being transparent about these provisions to protect data will also prove useful in demonstrating how you protect customer interests. Upskill teams in relevant practices and tools to spot anomalies and suspicious activity, and enforce stronger password policies and multi-factor authentication. Validate all requests for access with stronger security steps to prevent data from falling into the wrong hands. Offer customers FAQs and round-the-clock support to address concerns following an incident, notifying them promptly if data is at risk.For startups, obtaining certificates like ISO 27001 or PCI DSS shows that you are complying with recognized bodies’ recommendations about security.Maintaining Trust Through TransparencyBeing transparent in communications is key to maintaining customer trust and feedback after a cyber security incident. The goal is to be open, honest, and accountable to begin rebuilding trust.As a guide, consider the following should you suffer an incident:Provide swift, clear updates on what happened, what information was compromised, and how the business is responding.Avoid overstating, obscuring or downplaying the severity of the incident and focus on the facts.Share the steps you're taking to improve security going forward, whether that's staff training, new systems, or third-party audits.Thank customers for their support and feedback during the response process. Recognize the role they play in strengthening your systems.Monitor customer opinions across different channels and look to address any emerging concerns or misinformation.Consider offering affected customers compensation or incentives as a goodwill gesture.Transparency in Cyber Security Will Go a Long Way in Preserving Customer TrustWith data breaches and cyber attacks now more commonplace than ever, customers are increasingly selective about which brands they trust with their personal information.Companies that make data ethics a priority - through transparency, consensual data sharing, strong privacy policies, and responsible data use - are often rewarded with greater long-term customer loyalty. Additionally, adopting a robust cyber security governance framework that aligns with customer values on data protection is both ethically responsible and smart business in the digital age.The companies that are best equipped to thrive in the long run will see security as a core enabler of their relationships with customers rather than something reminiscent of a ‘tick-box exercise’. Strong cyber security brings many advantages beyond just risk reduction; it builds customer trust, enables sales growth and innovation, attracts top talent, and elevates standards across the marketplace.Forward-thinking companies now recognize security as a core strategic capability that enables better customer experiences. When combined with transparency, it becomes a competitive differentiator compared to brands that view it as an afterthought or not something to take seriously.