The public is in an uproar over privacy. Are there things that we do as companies to exacerbate the situation? Here are a few things to consider.
The cover-up: this may be what consumers hate the most. The fact is that all companies make mistakes. Inevitably, some private data will leak out due to a new hack or cyber-attack. It may be revealed that the NSA has been intercepting data you have collected. Whatever it is that has your customers upset, just say you’re sorry. No one wants to hear, “we didn’t know,” or, “there’s no way we could have prevented…” No one cares about the excuses. Just apologize and move on. And if you make a major privacy error in judgment (remember the scandal with Instagram when the policy changed last year?), don’t be afraid to tell consumers they were right to be upset. Then change your policy back to one that is less controversial. Better, of course, would be to not adopt controversial policies in the first place.