In the precious last few days of the holiday shopping season, Target, one of the biggest retail stores in the United States, was unable to concentrate its efforts on maximizing its revenue. Instead, it had to focus on entirely other issue — damage control.
As you may have heard, Target reported earlier this month that it had suffered a serious security breach. From Thanksgiving weekend until December 15, as many as 40 million accounts were compromised. So when Target should have enjoyed assisting last-minute shoppers up until Christmas Eve, it had to worry about its own security protocols and any potential fallout from the incident, namely a loss of customer loyalty.
A number of media pundits believe it will be a while before Target's customers feel comfortable shopping there again. Lauren Coleman-Lochner and Lindsey Rupp of Bloomberg News suggest that consumers may simply opt for retailers they deem "safer" instead of risking their information at their local Target.
Robert Passikoff, president of New York consulting firm Brand Keys, reiterated this point in a conversation with the news source.
"They've been doing everything that they can," he said. "Still, you're going to see, at the wrong time of year, people who are moving to other alternatives until some comfort level comes back."
For businesses to rebuild brand loyalty, they must ensure they have the right professionals ready to answer important questions at a moment's notice. If, for example, a company suffers a breach the magnitude of Target's and is unable to assist concerned customers right away, it will only suffer even more.
A 24 7 answering service can be there for your customers and help you retain loyal customers.