tag:blogger.com,1999:blog-4391522908329730957.post6751967169771371451..comments2008-07-30T05:01:49.561-04:00Manu Namboodirihttp://www.blogger.com/profile/16254830889604237082noreply@blogger.comBlogger1125tag:blogger.com,1999:blog-4391522908329730957.post-45606515666979170412008-07-30T05:01:49.561-04:002008-07-30T05:01:49.561-04:00Thanks for the reference Manu. I think we're really both agreed. One of the points I was trying to make was that even when management want to 'do the right thing' (and in the case I mention in the article they did - they are one of the most customer-centric organisations I know and indeed world-renowned for that)they don't possess the skills to do that or have been conditioned away from following their gut instinct. I also agree that in areas like security breach those corporations who do look after the victims are rewarded in the longer term. I know of examples of this - one of my clients even tracked majority positive calls into its call center because of the way it had handled its breach.Jonathan Armstrongwww.eversheds.comnoreply@blogger.com