...But nor is the Lack of Communication from their Leaders
We all know computer and credit card fraud go hand all the way to illegal bank accounts and life styles- leaving a debacle of problems and debts for businesses, customers and banks. Soul destroying stuff, really – considering how much time, effort and cost goes into protecting businesses, brands and customers privacy. In short, we all pay somehow – whether it be in insurance, bank fees, rates, whatever!
So why is it that when we hear that reputable companies like Sony Playstation had their computer system hacked into we didn’t raise an eyebrow until we heard the rest of the story...that is that the hacking occurred last week but customers were not notified till now. One immediately wonders what sort of game are leaders playing here?
Surely, businesses who are entrusted with our private details for making purchases in the good times should be trusted to communicate immediately when things that concern us go wrong. Correct? Or am I playing Chance?
Leadership is no game – and leaders should stop playing at “keeping secrets” from their customers.
So here’s my question. If you were at the helm of an organisation who encountered this problem, would you try and protect your brand first then worry about the customers? Or, are your customers really your brand and therefore you need to protect them by informing them? What are your thoughts?
www.rickynowak.com
We all know computer and credit card fraud go hand all the way to illegal bank accounts and life styles- leaving a debacle of problems and debts for businesses, customers and banks. Soul destroying stuff, really – considering how much time, effort and cost goes into protecting businesses, brands and customers privacy. In short, we all pay somehow – whether it be in insurance, bank fees, rates, whatever!
So why is it that when we hear that reputable companies like Sony Playstation had their computer system hacked into we didn’t raise an eyebrow until we heard the rest of the story...that is that the hacking occurred last week but customers were not notified till now. One immediately wonders what sort of game are leaders playing here?
Surely, businesses who are entrusted with our private details for making purchases in the good times should be trusted to communicate immediately when things that concern us go wrong. Correct? Or am I playing Chance?
Leadership is no game – and leaders should stop playing at “keeping secrets” from their customers.
So here’s my question. If you were at the helm of an organisation who encountered this problem, would you try and protect your brand first then worry about the customers? Or, are your customers really your brand and therefore you need to protect them by informing them? What are your thoughts?
www.rickynowak.com
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