4 Tips for Building Trust with Customers in 2023

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As a C-suite leader, one of your essential tasks is to create and maintain a high level of trust with your customers. In the modern digital landscape, one of the most effective ways to accomplish this is through robust and transparent cybersecurity practices. Here’s why and how.

The Importance of Cybersecurity Communication

In recent years, data breaches have become an unfortunately common event. Organizations of all sizes, spanning all industries, find themselves in the headlines due to security compromises. 

As such, customers are increasingly concerned about their data’s safety. These concerns are entirely valid—after all, every transaction or interaction they have with your business carries an implicit promise: that their data will be handled with care, respect, and adequate protection.

Given the digital age we live in, a company’s cybersecurity stance is not just an IT issue—it’s a business imperative, and an essential part of a company’s brand reputation. Clear, consistent communication about your cybersecurity practices can reassure customers, improve your company’s reputation, and ultimately increase trust.

Emphasize Transparency

Communicating about cybersecurity doesn’t mean divulging specific details that could potentially empower malicious actors. Rather, it’s about letting your customers know that cybersecurity is a priority for your organization, and that you have a structured approach to protecting their data.

Transparency here might involve sharing information about certifications your company holds, like ISO 27001 or SOC 2, which demonstrate your adherence to recognized cybersecurity standards. Or, it could be about discussing your company’s commitment to regular audits, proactive threat detection, data encryption, secure backup procedures, and incident response plans.

Provide Frequent and Regular Updates

Just as the threats are constantly evolving, so should your cybersecurity practices. Frequent updates about how you’re adapting to new threats not only help customers feel safer but also demonstrate your proactive approach towards cybersecurity. 

Make use of your company’s blog, newsletters, and social media platforms to proactively communicate, share these updates and engage in discussions about cybersecurity.

Be Extra Responsive During an Incident

Even with the best practices in place, cybersecurity incidents can still occur. When they do, your response can significantly impact how your customers perceive your organization. 

If you’re transparent about what happened, what you’re doing to mitigate the issue, and how you’re preventing similar incidents in the future, you can actually strengthen trust, even in challenging times.

Educate Your Customers

One of the most effective ways of communicating your commitment to cybersecurity is by helping your customers not only understand the threat, but how they can protect themselves. 

Offering guidance on best practices, such as strong password policies, multi-factor authentication, and how to spot phishing attempts, not only protects your customers but also helps build a culture of shared responsibility towards cybersecurity. Use the intelligence your vCISO reveals about the active threats against your company to better inform your customer.

The Bottom Line

In a world where data breaches are increasingly common, communicating proactively and effectively about cybersecurity is a must do. 

But before you can communicate confidently, you need a plan to figure out what you should say and the reason why you feel called to say it; a communication plan. 

To create a communication plan you need to have specific objectives in mind, and actions that you can point to that support your claims about the action you’re taking. We can help. Let us create the cybersecurity program to reference and the communication plan to earn trust and persuade more customers to choose you.