Originally published on Forbes in Feb 2025. This article has been republished here.
Cyber Breach Protection: 20 Ways To Secure Your Clients’ Trust
With the levels of cyberthreats becoming more sophisticated in our digital market, business leaders may find it even more difficult to attract and retain loyal clients and customers if they can’t guarantee their ability to protect potential consumers from unexpected hacks resulting from information sharing.
To help companies curb this possible risk that can weaken any long-term business relationship, 20 Forbes Business Development Council members each share how biz dev leaders can maintain customer trust in an era of increasing scrutiny on data privacy and ethical practices.
1. Provide Succinct, Direct And Transparent Communication
Once customer trust is earned, it is maintained through effective communication and consistent actions. Trust is not automatic in today’s world, especially in terms of data privacy and ethical practices. Communications need to be succinct, direct and transparent. Business development leaders need to put themselves in the customer’s shoes and anticipate their questions and concerns. – Kimberlee Herndon, PROTECS
2. Set Clear Expectations
Establishing trust in quality customer experiences starts with business leaders setting clear expectations through transparent communication. Customer trust is then maintained by consistently meeting or surpassing those expectations. – Branden Abushanab, Prop Firm Match
3. Establish Governance On Data Privacy And Ethical Practices
Business development leaders can maintain customer trust by being transparent and open in the design of their production or service processes and systems with customers. Also ensure that, internally, there is established governance on data privacy and ethical practices which is clearly understood and imbibed by employees. This will help to build authenticity and trust with customers. – Onyinye Ikenna-Emeka, MTN NIGERIA COMM PLC
4. Give Customers Control Of How Their Data Is Used
In today’s world of heightened data privacy concerns, business development leaders need to focus on transparency, security and ethics. It’s about being clear on how data is used, giving customers control and ensuring strong security. Following the rules and fostering a culture of integrity both help build loyalty. Staying ahead of the curve on privacy laws shows you mean what you say. – Paul Marcantonio, Ecommpay
5. Explain The Next Steps In The Event Of A Data Compromise
Individuals are rightfully doubtful about most organizations’ ability to protect their data when breaches frequent headlines, privacy terms are dense and simplicity is rare. To create organizational trust, it is critical to communicate with consumers clearly and concisely, set proper expectations of personal data security, and be transparent about the next steps in the event of a compromise. – Daniel Root, Barco ClickShare
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6. Consistently Deliver On The Promises Made To Customers
Prioritize transparency, integrity and proactive communication to maintain customer trust. You have to engage with customers regularly to make them aware of how their data is used and give them the power to have control over their information. Trust is not just about compliance. Companies have to consistently deliver on promises and be accountable to the people who rely on their business. – Sanjay Annadate, LatentView Analytics
7. Inform Your Customers At Every Step
Trust is built through transparency. At Energy CX, we keep customers informed at every step—the good, the bad and the ugly. By openly sharing updates and ensuring they understand how their data is handled, we create lasting trust. Honest communication is the foundation of ethical business practices. – Nathan Rice, Energy CX
8. Keep Your Customers’ Best Interests In Mind
Communicate with customers authentically and transparently, and do it consistently. When customers know that you are acting with their best interests in mind, it will instill and grow their trust in your business. Commit to frequent and honest customer communication, with the customer’s experience and interests at the forefront. – Hayden Stafford, Seismic
9. Let Customers Know How The Company Is Protecting Them
Customer trust is earned through transparency. There is no way around that. This is especially true when leveraging data usage and implementing security measures. Communicate how data is collected, stored and used, and ensure compliance with relevant regulations. Customers want safety when interacting with your company. Ensure they are protected and share how they are protected. – Scotty Elliott, AmeriLife
10. Avoid Any Dishonesty About Client Data Collection
Business development leaders must prioritize transparency and responsible data use, especially in the direct mail industry. Be upfront about data collection, obtain consent and champion data privacy to build trust with customers. – Maria Youth, PATH2RESPONSE
11. Offer Regular Employee Training On Data Privacy
Business development leaders can maintain customer trust by prioritizing transparency, embedding robust data security measures into product and customer journey design and providing regular employee training on data privacy. Proactively addressing risks, openly communicating efforts and demonstrating ethical practices are essential to building and safeguarding trust. – Anna Jankowska, RTB House
12. Create And Share Specific Messaging Beyond Privacy And Terms
Artificial intelligence is progressing at a rate that’s genuinely unfathomable to understand. As a result, a human-first approach and ethical data use around privacy and how data is collected and analyzed are essential. Customers need to know it in messaging, beyond referring to privacy and terms policies. – Wayne Elsey, The Funds2Orgs Group
13. Audit And Analyze Results
Trust is developed through intent and actions. In business parlance, intent could be reflected through transparently communicating the policies, systems and controls implemented for data privacy and ethics, and also by communicating any gaps and how they will be addressed. Actions are reflected by demonstrating how those policies are implemented on-ground (e.g., any audits and their results). – Bindesh Pandey, Comviva Technologies Limited
14. Be Ready To Discuss Your Company’s Policies, Strategies And Credentials
Data privacy is a major concern, especially in industries with sensitive data like finance, insurance and healthcare. Vendors have to convey that they’re serious about protecting all data that they process. As many customers’ main point of contact, business development leaders need to know their company’s cybersecurity posture, risk mitigation strategies and security certifications. – Raviraj Hegde, Donorbox
15. Say What You Can And Can’t Do
Trust is established through transparency. This is the time to be honest and transparent. Say what you can and, more importantly, can’t do. Be upfront and the trust will grow. Even if a mistake is made, there will be space to fix it. – Sam Lawrence, JLL
16. Make Ethical Data Practices Your Brand’s Core
Business development leaders can maintain customer trust by prioritizing transparency, ethical data practices and proactive communication. By making ethical data practices a core part of their brand, businesses can strengthen long-term relationships despite increasing scrutiny. Also, transparency and clear communication go a long way in building trust with customers. – Aziz Jafri, Reckitt
17. Cultivate A Culture Of Trust Within Your Sales Team
Business leaders should cultivate a culture of trust within their sales team, which then extends to customers. Meanwhile, IT must ensure the team remains consistently educated on privacy laws and compliance standards, keeping them top of mind. – Pradeepa Kolli, LHH (The Adecco Group)
18. Design Visuals And Interactive FAQs To Help Consumers Understand
Adopt proactive compliance strategies. Conduct regular audits and leverage tools to identify and address compliance gaps. Provide regular training to ensure all employees understand compliance and ethical practices. Encourage employees to use clear, concise visuals and interactive FAQs in marketing materials to ensure consumer understanding of privacy information. – William DeCourcy, AmeriLife
19. Make Your Data Privacy Protocols Easily Accessible
In my opinion, two things are critical if you want to gain and maintain trust. The first aspect is proactive policy sharing of your ethical practices and data privacy protocols as soon as the customer or prospect starts engaging with you. The second is to make it easy for them to locate vital information, like with a summary or TLDR-type section. Think of this as it relates to the customer experience. – Mustansir Paliwala, Zomara Group
20. Stick To Your Privacy And Security Policy
Create an unwavering and easy-to-understand privacy and security policy and advertise it. What’s more, stick to it. It’s not that difficult with all the easy-to-use tools out there and it could make just the difference you were looking for. – Brandon Batchelor, ReadyCloud
