Best Practices Include Prevention, Detection, Response
Cybersecurity is the practice of protecting systems, networks, and data from unauthorized access, use, disclosure, disruption, modification, or destruction. Brand management is the process of creating, developing, maintaining, and building relationships at scale. Trust is an important part of that equation.
Few things can cripple a brand faster than a data breach. If customer data is stolen, customers are less likely to do business with that company again. To protect their customers and their brands, companies need to implement robust cybersecurity measures, including:
- Use strong passwords and multi-factor authentication;
- Keep software up to date;
- Train employees on cybersecurity best practices; and
- Have a plan in place to respond to cyber attacks.
Companies should communicate their commitment to cybersecurity to their customers through its website, marketing materials, social media, and other channels.
Best practices in cybersecurity include:
- Protect customer data: Companies should implement strong security measures to protect customer data, such as encryption and access control. This will help to prevent cybercriminals from stealing or misusing customer data;
- Protect intellectual property: Companies should also protect their intellectual property, such as trade secrets and trademarks, from cyber theft. Firewalls and intrusion detection systems can help;
- Prevent brand impersonation: Cybercriminals often create fake websites and social media accounts that impersonate legitimate brands. This can be used to trick customers into revealing their personal information or making fraudulent purchases. Companies can prevent brand impersonation by monitoring the internet for fake websites and social media accounts, and by taking legal action against those who create and use them; and
- Respond to cyber attacks quickly and effectively: When a cyber attack does occur, companies should respond quickly and effectively to minimize the damage to their brand. This includes notifying affected customers and taking steps to prevent the attack from happening again.
By taking these steps, companies can protect their brands from the risks posed by cyber attacks. The trend is nothing new, but cyber attacks are becoming more complex and more costly. Staying one step ahead of the threat is now a critical part of brand management and survival.
“Cybersecurity is now a boardroom conversation,” said Gary Chandler, CEO of Crossbow Communications. “Prevention is the most important investment, but detection and response capabilities must be in place to defend your digital assets and your operations. In some cases, a data breach can put lives at stake, so we are now operating in the age of cybersecurity disclosure and liability.”
Chandler is referring to the fact the the U.S. Security and Exchange Commission (SEC) began enforcing a new regulation that requires publicly-traded companies to disclose cyber breaches in the past and in real time. They also must disclose what they are doing to prevent cyber attacks today (without divulging critical cyber secrets).
Last month, the Japanese government announced that suspected Chinese hackers breached Japan’s cybersecurity agency and potentially accessed sensitive data stored on its networks for nine months before being discovered.
MGM recently shut down some of its systems after a sophisticated breach and its inability to contain the attack. The company notified affected customers and offered them free credit monitoring and identity theft protection. The MGM breach is a reminder that even the largest and most secure companies are not immune to cyber attacks. It is important for all companies to take steps to protect their systems and data from cyber attacks.
Here are some specific steps that companies can take to protect themselves from cyber attacks:
- Use strong passwords and multi-factor authentication;
- Keep software up to date;
- Train employees on cybersecurity best practices;
- Have a plan in place to respond to cyber attacks;
- Use social media to educate customers about the risks of cyber attacks and how to protect themselves. Share tips on how to create strong passwords, how to spot phishing emails, and how to keep software up to date;
- Partner with cybersecurity experts: Companies can partner with cybersecurity experts to get help with implementing and maintaining cybersecurity measures. Cybersecurity experts can help companies identify their security risks and to develop a plan to mitigate those risks; and
- Get cybersecurity certification to demonstrate your commitment. Cybersecurity certification shows customers that a company has taken steps to protect its systems and data from cyber attacks.
Customer experience (CX) and cybersecurity are closely related. CX is the sum of all the interactions a customer has with a brand, from the first time they learn about it to the last time they use or interact with it.
Cybersecurity is the practice of protecting systems, networks, and data from unauthorized access, use, disclosure, disruption, modification, or destruction. Cybersecurity can impact CX in a number of ways. For example, a cyber attack can:
- Disrupt customer access to products and services: If a company’s website is hacked or its systems are taken down by a ransomware attack, customers may not be able to access the products and services they need.
- Expose customer data: If a company’s customer database is hacked, customer data such as names, addresses, and credit card numbers could be exposed. This could lead to identity theft and other financial losses for customers.
- Damage a company’s reputation: A cyber attack can damage a company’s reputation and make customers less likely to trust the company with their data.
On the other hand, cybersecurity can also improve CX. For example, a company that takes steps to protect its customers’ data can demonstrate to customers that it is a trustworthy company. Additionally, a company that can quickly and effectively recover from a cyber attack can minimize the disruption to customer service. Best practices include:
- Implement strong security measures: Companies should implement strong security measures to protect their systems and data from cyber attacks. This includes things like using strong passwords, multi-factor authentication, and firewalls;
- Educate customers about cybersecurity: Companies should educate customers about cybersecurity best practices. This can be done through blog posts, social media, and other channels; and
- Be transparent about cyber attacks: If a company does experience a cyberattack, it should be transparent with customers about what happened and what steps are being taken to mitigate the impact.
By taking these steps, companies can use cybersecurity to protect their customers and improve CX. Here are some specific examples of how companies have used cybersecurity to improve the customer experience:
- Google: Google is known for its commitment to cybersecurity. The company invests heavily in security research and development. Google also provides a number of security features to its users, such as two-factor authentication and encryption.
- Microsoft: Microsoft is another company that is known for its commitment to cybersecurity. The company offers a variety of security solutions for businesses and consumers. Microsoft also has a dedicated security team that works to protect the company’s products and services from cyber attacks.
- Amazon: Amazon is known for its customer-centric approach. The company takes a number of steps to protect its customers’ data, such as using encryption and multi-factor authentication. Amazon also has a dedicated security team that works to protect the company’s systems and data from cyber attacks.
These are just a few examples of how companies have used cybersecurity to improve CX. By focusing on cybersecurity, companies can build trust with their customers and create a more positive customer experience.
