Secure your business

With big data comes great responsibility

Smarter Staff
Smarter Writer

This article has been written by the Smarter Business™ Staff Writers

Smarter Staff
Smarter Writer

This article has been written by the Smarter Business™ Staff Writers

As customers grasp just how much organisations value their data, trust becomes key to retaining their loyalty.

With big data comes great responsibility

Big companies are capturing ever more user data – petabytes of the stuff that end up stowed in the cloud. The question now is how leaders can cultivate trust amid widespread concern about prying and data loss.

First, get the basics right – ensure your terms-and-conditions are clear. “Most people never read them unless they are in plain English,” the chief executive of feedback-sharing platform Pay Compliment, David Perks, says.

Also ensure that your application architecture meets industry standards. This means having strong security and data encryption at every layer, from the user interface to the storage system.

Besides, you need responsible backup-and-recovery measures in place to prevent data loss. You might even want to empower clients with the ability to obtain and re-home their data, should they wish, Perks suggests.

According to the director of analytics and insights at digital agency Deepend, Dan Taylor, the key to reassuring your clients is transparency and being totally open about capturing data.

“Explain to your customers how data collection benefits them – your customers are smart, and many accept that contributing data generates a more streamlined experience,” he says.

The final tip comes from thought leader Rachel Botsman, an expert on trust and the collaborative economy, who advises avoiding cosmetic solutions. Establish a deep, close connection, Botsman says, because focusing on the efficiency of apps only gets you so far.

What people want is “human essence”, she says. “I’m more forgiving of someone I actually know and trust.” Botsman urges leaders to view dealings with clients not so much as a transaction but as a relationship or “emotional journey”.

In line, be open and positive – spell out your data capture methods, citing the advantages that disclosure brings, so clients buy into the bargain. Strive to connect with them personally, on a first-name basis, aiming at a sustained relationship.

This sort of effort is vital because, according to Botsman, today’s clued-in consumers have no time for sloppy service. If your organisation disappoints, be ready to make amends, she says, showing that leadership takes both guts and humility.

People want the human essence – I’m much more forgiving of someone I actually know and trust.

– Rachel Botsman, global thought leader

Idea in brief
  • Get the basics right – make terms and conditions clear
  • Be transparent – explain how data collection benefits customers
  • Establish a connection – build a sustained relationship

Ask your Telstra AE about how to use security and privacy strategies to protect customers and improve your business.

Related News

From smart citizens come smart cities
Liberate your workforce
Liberate your workforce
From smart citizens come smart cities

Tomorrow’s towns need technology and infrastructure, but most importantly, people. It takes a village to build a smart city.

State of the cloud: Making a case for hybrid cloud technology
Optimise your IT
Optimise your IT
State of the cloud: Making a case for hybrid cloud technology

Discover why Australian and New Zealand enterprises are adopting hybrid cloud technology at a rate 10 per cent higher than the global average.

Global connectivity in the Asian century
Reach global markets
Reach global markets
Global connectivity in the Asian century

The opportunity to embrace regional connectivity is well within reach, and digital is the key.

Virtually connected citizens: Meet Estonia’s e-residents
Create transformative innovation
Create transformative innovation
Virtually connected citizens: Meet Estonia’s e-residents

The future of citizenship and service delivery is here – and it’s all about virtual movement, says former Estonian government CIO Taavi Kotka.