Brand loyalty is the ultimate goal of any organization. While analytics can help segment customers in terms of the likelihood of becoming advocates, without trust, consumers are not prepared to make a long-term commitment to any company in any sector, particularly within the technology space.
From digital assistants to targeted ads to online activity tracking, personal data beyond direct interactions between individuals and agents is flowing into organizations at record volumes. These insights can drive innovation and even CX improvements, but increasing consumer anxiety about potential exposure and data theft could drive customers away — eight out of 10 customers are concerned about how companies use their data.6
88% of consumers are willing to share personal information based on how much they trust a company.
Whether financial, emotional or physical, the effect could be devastating and permanently damage their relationship with your brand. Think about it — two out of three customers would blame your company rather than the hacker for any data breach incident.7
of consumers are willing to share personal information based on how much they trust a company.
Deliver peace of mind
With cyberattacks happening every 39 seconds,8 cybersecurity must be on the top of your list. Even with cyberattacks on the rise, 88% of consumers are willing to share personal information based on how much they trust a company.9
Customers rely on your brand to provide privacy and data security that delivers peace of mind, keeping them closer and remaining loyal.
The collection, storage and analysis of personal data can result in a competitive advantage, be it a better ROI on research and development or an optimized and in-tune customer experience. However, the same practices also carry a growing risk. There are several processes and protocols to safeguard your systems, but remember that transparency and regular communication with customers regarding data collection policies is just as crucial for preserving trust.
Things you can do:
1 - Establish a security and risk management protocol.
Rely on a professional team of cybersecurity experts who can proactively anticipate risks and preemptively respond to attacks on your customers' privacy.
2 - Set up training and certification.
Ensure every member of your security team is expertly trained and properly certified to handle all aspects of customer information, keeping all certificates up to date.
3 - Share best practices on security, privacy and fraud.
Offer resources and mandatory training to every member in your organization to proactively protect your brand against phishing, malware and other unauthorized attempts to reach your customers' data.
4 - Secure customer authentication.
With the use of security and fraud detection solutions, you can leverage speech analytics and biometric data to authenticate customers, enhance fraud detection and remove agent access to payment information.
6, 7, 9 - Forbes, “Why companies need to prioritize consumer privacy.”
8 - Security Magazine, “Hackers attack every 39 seconds.”