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Posted: 12 January 2008

fascinating thought, but a worrying one too. Allegations may be without foundation and the typical court procedures are too slow to allow corrective action before real damage has been done. How can firms develop defences against such malicious attacks?

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John Stopford from stopford
john48

what you say is fine, but it still leaves open the wide range of firms that are perfectly OK, but not brilliant and not 'unassailable'. These firms can be extremely vulnerable to undeserved attack, so my original question still stands.
Posted: 10 December 2010 at 19:50
Wolfgang Grulke Totally agree!

What interests me about our world today is how 'openness and transparency' is starting to be positioned as a "danger to the state" and "anti-privacy". Perhaps it's just the constant battle between hierarchies and networks - between control and the much-maligned 'power of the swarm'.
Posted: 9 December 2010 at 11:47
William Pybus By not opening themselves to the attack in the first place. By being fair, transparent and open with their customers, treating complaints with respect and promptness. Then such attacks will have to be seen against a reputation that is (almost) unassailable.

If service etc levels drop, then they deserve what they get.
Posted: 9 December 2010 at 11:34
John Stopford Absolutley right to emphasise the positive. Indeed, the positive mentality will help establish a track record of trust that can help no end when there is a malicious attack. Your thoughts prompt another. I am beginning to suspect that it is is entirely possible that some competition will be generated by the malicious attack mode. This is an extension to what we have seen by the Russian and Chinese [alleged] cyber attacks on various foreign installations and nations. Or is this just too far-fetched?
John
Posted: 12 January 2008 at 20:48
Wolfgang Grulke The interesting thing is that by far the majority of the negative comments that consumers make online about product or service quality are absolutely genuine, heartfelt concerns. Companies simply don't open up connections for people who want to lodge a genuine complaint.

Try to complain to BT and see what happens. After three months I finally reached the Chairman's office and got resolution in 24 hours - but why does one have to go through that?

Malicious attacks are in fact extremely rare and easily spotted.

I would try to turn the corporate mentality around - not how can we protect ourselves from consumers, but how can we really connect with consumers, hear everything they are saying (usually in very human voices) and then respond to each and every one within 24 hours - not in corporate gobbledygook - but in very human voices!

A company that believes that rules and lawyers are the very last resort. Now that's the kind of company we all want to deal with!
Posted: 12 January 2008 at 18:25
 
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