An outline of the security issues – Customer’s expectations and the firm’s responsibilities
Large organizations are increasingly becoming the target of cybercriminals, and there have been increasing concerns due to rising malware threats and system vulnerabilities. The fictitious organization, Digital Diskus, has been the target of attackers, and therefore, customers have a certain level of security-related expectations from the organization. It is vital to ensure the privacy and protection of the sensitive information of the loyal customers so that the organization can ensure the complete protection of customers (Gasser et al., 1989).
List of customer’s expectations
Sudden malicious, along with non-malicious attacks, might cause uncertainty among customers. Moreover, the reputation of Digital Diskus would be at stake if it fails to fulfill the security needs if the customers. Therefore, identifying or listing those needs is a necessity.
- The customers want a certain level of control and hold on the digital identities while using online platforms (Grover, 2011)
- Using secure passwords is another need of the customers and this, in turn, would help the firm gain a little more confidence over them
- Minimum security standards and protocols should be maintained by the organization to reduce the incidents of breaches
- The firm should take active steps and make decisions after consulting with the customers
- Both the enterprise and the customers expect a basic level of security so that the number of fraudulent cases can be reduced
Identifying the data owner for reputation service
The owner of reputation services delivered by an enterprise might vary based on the requirements of the users. For instance, an organization can be regarded as the owner of the data, and the employees will be at the receiving end of the reputation service. The only criteria are to prioritize the immediate needs of the employees and then offer a customized product. Similarly, while selling a software product to any common customer, the software vendor can be regarded as the data owner. They simply need to establish trust with customers so that they can influence the customers to purchase the product. Customers or employees might have unique needs, and interest-based reputation services should be provided by the owner at all costs. The selling efforts will be successful only when the motive of the owner is directed towards meeting the wishes of customers rather than sole profit-making. It can be stated that the position of an “owner” of the data tends to vary according to the type of product purchasers.
Customer’s expectations regarding the type of protection while gaining access to reputation
The customers usually prefer customized reputation service, and they are likely to get attracted to those services that are valuable in the long run. The customers appreciate direct interactions because they receive the opportunity to highlight their needs and expectations. Again, a certain degree of privacy is expected from other customers. Remaining anonymous or hiding the real identity while assessing reputation is not preferred by the customers. Apart from that, they are more likely to appreciate the efforts of the organization. When organizations show a willingness to stay connected, they are more likely to gain the trust of customers. Connection, along with feedback efforts, can create an environment where customers feel safe (Moyano, Fernandez-Gago & Lopez, 2012). They also feel that their need for security has been fulfilled. The entire process would be advantageous for the enterprises because they will no longer need to make efforts to acquire customers again. They can continue to satisfy their existing customer base. Most importantly, customers expect constant reminders, and notifications in e-mails can be an effective way of staying in touch with customers. Customer prioritization would ultimately increase the revenue of the firm.