What are the best ways to communicate with customers about security and privacy?

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Security and privacy are essential aspects of telecommunication services, especially in the digital age. Customers want to know that their personal and professional data is protected from unauthorized access, misuse, or breaches. How can you communicate with your customers about security and privacy in a clear, effective, and reassuring way? Here are some best practices to follow.

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1 Understand your customers' needs and expectations

Different customers may have different levels of awareness, concern, and preference when it comes to security and privacy. Some may be more tech-savvy and familiar with the latest standards and protocols, while others may be more cautious and skeptical about sharing their information. You need to understand your customers' needs and expectations and tailor your communication accordingly. For example, you can segment your customers based on their profiles, behaviors, or feedback, and use different channels, formats, and tones to deliver your messages.

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Dr. Shawn P. Murray

Advisor to the International Board of Directors
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Another consideration to keep in mind is the industry in which your customer is based in and that there may be more than one industry. Some industries are more highly regulated than others. Because the U.S. does not have an overarching privacy law, you may have to navigate multiple privacy laws throughout the various states. Some are much more complex than others. Communications with the client should be only on secure mediums. SMS is not one of those mediums!

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Sandeep Arora

VP, Telecom Industry Platform at Capgemini
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It starts with understanding these 2 customer expectations: 1. Customers need to know how their personal information is being collected, used, and shared with 3rd parties 2. They need be informed about the measures that are in place to protect their data from unauthorized access Handling privacy and security well contributes directly to building customer trust, and using plain language instead of confusing legal terms is generally a good idea to make the communication more easily understood.

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Antonio Perez Torroglosa

??? Ayudo a comerciales a duplicar sus ventas con mi método DTV ??? Ayudo a empresas a pagar menos por sus Telecomunicaciones
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No contar con un sistema de ciber seguridad puede significar el cierre de una empresa. Hay dos clases de clientes, los que tienen una percepción real del riesgo que supone no contar con servicios de ciber seguridad, y los que aún no saben a qué se enfrentan. El primero de los riesgos es sufrir un ciber ataque que bloquee el acceso a nuestros datos. Y el segundo, no cumplir con las leyes de privacidad que marque la ley. En el mercado hay soluciones económicas que pueden proteger de los ataques más comunes, pero la gran mayoría de PYMES desconocen su existencia. Igualmente, contar un plan de protección de datos que te haga cumplir con la ley no supone una gran inversión. En definitiva, el desconocimiento puede costar caro

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2 Educate your customers about security and privacy features and benefits

One of the best ways to communicate with your customers about security and privacy is to educate them about the features and benefits of your telecommunication services. You can explain how your services use encryption, authentication, authorization, and other mechanisms to safeguard your customers' data. You can also highlight how your services comply with relevant laws, regulations, and standards, such as GDPR, HIPAA, or PCI-DSS. You can use different methods to educate your customers, such as webinars, newsletters, blogs, videos, or FAQs.

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Antonio Perez Torroglosa

??? Ayudo a comerciales a duplicar sus ventas con mi método DTV ??? Ayudo a empresas a pagar menos por sus Telecomunicaciones
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Aquí es donde entramos en juego los comerciales, que generalmente somos quienes evangelizamos sobre estos temas. Y en este sentido, el primero que tiene que ser consciente de la importancia de esto es el propio comercial. Si está formado, domina el producto y conoce sus beneficios, lo ofrecerá de manera proactiva. Sin embargo, si simplemente es un producto más dentro de su portfolio, y no le da la importancia que realmente tiene, sus ventas serán residuales.

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3 Be transparent and honest about security and privacy policies and practices

Another important way to communicate with your customers about security and privacy is to be transparent and honest about your policies and practices. You should disclose what data you collect, how you use it, who you share it with, and how you store it. You should also inform your customers about their rights and choices regarding their data, such as how they can access, update, delete, or opt-out of certain data processing activities. You should make your policies and practices easy to find, read, and understand, and avoid using vague or misleading language.

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4 Engage your customers in security and privacy dialogues and feedback

A good communication strategy is not only one-way, but also two-way. You should engage your customers in security and privacy dialogues and feedback, and listen to their opinions, questions, and concerns. You can create opportunities for dialogue and feedback, such as surveys, polls, forums, or social media. You can also respond to your customers' inquiries, comments, or complaints in a timely and respectful manner. You should also acknowledge and appreciate your customers' input and suggestions, and use them to improve your security and privacy performance.

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Antonio Perez Torroglosa

??? Ayudo a comerciales a duplicar sus ventas con mi método DTV ??? Ayudo a empresas a pagar menos por sus Telecomunicaciones
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Una buena pregunta para iniciar esta conversación podría ser: - Imagina que pierdes el acceso a todos los datos de tu servidor, ?qué supondría eso para tu empresa? Así conseguimos poner al cliente en un estado mental capaz de tomar decisiones antes de que ocurran los problemas.

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5 Notify your customers about security and privacy updates and incidents

Finally, you should communicate with your customers about security and privacy updates and incidents. You should notify your customers about any changes or improvements to your security and privacy features, policies, or practices, and explain how they affect your customers. You should also notify your customers about any security or privacy incidents, such as data breaches, cyberattacks, or service disruptions, and explain how you are handling them. You should be proactive, accurate, and empathetic in your notifications, and provide your customers with guidance and support.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Antonio Perez Torroglosa

??? Ayudo a comerciales a duplicar sus ventas con mi método DTV ??? Ayudo a empresas a pagar menos por sus Telecomunicaciones
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Tenemos que tener en cuenta que a nivel general, los clientes no le dan la importancia necesaria a estos temas. Piensan que eso sólo pasa en la tele o a las grandes empresas. Pero están equivocados. Nosotros, como vendedores, tenemos que evangelizar con la seguridad. Somos los responsables de que nuestros clientes duerman tranquilos.

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What are the best ways to communicate with customers about security and privacy?

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3

4

5

6

1 Understand your customers' needs and expectations

2 Educate your customers about security and privacy features and benefits

3 Be transparent and honest about security and privacy policies and practices

4 Engage your customers in security and privacy dialogues and feedback

5 Notify your customers about security and privacy updates and incidents

6 Here’s what else to consider

Telecommunication Services

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What are the best ways to communicate with customers about security and privacy?

1

2

3

4

5

6

1 Understand your customers' needs and expectations

2 Educate your customers about security and privacy features and benefits

3 Be transparent and honest about security and privacy policies and practices

4 Engage your customers in security and privacy dialogues and feedback

5 Notify your customers about security and privacy updates and incidents

6 Here’s what else to consider

Telecommunication Services

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