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Did Zappos communicate their security breach well?
From a customer service/ customer experience perspective, did Zappos communicate news of their security breach well? Why or why not?
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3 Answers
Zappos seems to be up front about the issue, not trying to obscure the facts, nor point fingers. The one thing I have not yet seen is when the breach was detected, compared to when they started notifying customers.
All indications appear that Zappos' reaction and notification to their customers is appropriate and responsible.
Zappos is a great example of how to do breach notification right.
In the email they sent out, they clarified what happened, gave a mea culpa, and provided clear tactical advice on what the customer needed to do.
I agree with Erik. The response appears to have been appropriate, although we have very few details about the breach.
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