Maintaining trust after a security breach
When a leading insurance brokerage experienced a data breach, its reputation was on the line—with clients, partners and employees.
Insight
Cybersecurity incidents can be shocking, even though they are all too common. Today, the true reputational risk is not that the event happened, rather, it’s how the impacted organization responds. No matter what data was compromised, providing timely, transparent, and empathetic communication can mitigate reputational damage and even strengthen trust in the long run.
Approach
With the full support of the ongoing legal strategy, ChangeMakers crafted a communications plan rooted in our reputation management expertise. We helped our client with thoughtfully tailored messaging and materials to both internal and external stakeholders, making sure we led with empathy and authenticity. We also provided ongoing counsel to keep the media strategy flexible as the situation developed—ensuring facts, progress updates, and concerns were addressed as disclosure progressed.
Results
Despite initial negative sentiment from the media, our attentive and transparent communication plan helped our client’s reputation rebound quickly to pre-breach levels. ChangeMakers’ data intelligence capabilities, combined with our experience, ensured the incident was a reputational blip—not a defining moment.