One size does not fit all stakeholders:
The need for a surgical approach

Identity verification providers rely on the ability to authenticate consumer status in specific populations, while protecting the privacy of the consumers and businesses the company serves. But when these practices come under scrutiny by customers and governing bodies, business operations were temporarily halted.

Balancing the concerns of multiple stakeholders is often a challenge, particularly on complex topics. Even if end users do not voice a specific concern about privacy and security, the institutions and organizations that represent them will have their own data and privacy standards they expect to be upheld. In these cases, companies must effectively communicate with both lay and technical audiences in a way that addresses concerns, while balancing education with empathy.

Understanding the sensitivity associated with privacy and security matters, we developed a proactive stakeholder campaign that engaged leadership concerned about the reputational risk to their organization, as well as the technical experts whose daily work is centered on matters related to data, privacy and cybersecurity. We engaged each institution directly and independently to ensure their concerns were addressed, thereby limiting additional business impact and reputational harm.

Our client not only limited the business and reputational impact to a small segment of customers, but quickly rebuilt trust with the organizations that paused their partnership, paving the way for enhanced collaboration and approved verification solutions going forward.