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TJX Loses Customers and Their Information

Jonathan Richardson March 30th, 2007

As I give regular presentations on how to prevent identity theft, I expect to be ahead of the curve on understanding how to safeguard against ID thieves. But even if I didn’t know a single thing about it, I’d still laugh at the statement from a recent TJX press release regarding the company’s loss of what turns out to be 45 million credit and debit card numbers.

In standard quasi-apology form, the company states it regrets the inconvenience and that “TJX will also provide information for customers on its website, www.tjx.com, including tips on preventing credit and debit card fraud and other steps customers may take to protect their personal information.” I’d suggest that first on the list should be “Don’t buy anything from a TJX company unless you’re using cash, because it’s our fault your information was compromised in 2003 – 2006.”

If I sound bitter, it’s because I am. I was one of TJ’s lucky customers that received a letter from my bank stating my account could be compromised. I will never shop at TJ Maxx again, even with cash.

There is more to a shopping experience than just the storefront. Customer experience starts at the store but carries through to actions made by nearly every employee within an organization. As communicators, we should remember to regularly consult with other departments within our organization to be prepared for this type of negative situation. When practicing for a crisis, ask other employees what’s being done to prevent that crisis from ever happening. In TJX’s case, the fact that the company was storing certain consumer information, which may have run contrary to VISA’s Payment Card Industry Data Security Standards, should have raised a warning flag about possible issues regarding network intrusions.

So goodbye TJ Maxx. I’ll miss your great deals and wide selection, but I’m just not down with any brand that suggests a credit check after every purchase.

Customer Relations , Public Relations , Business , PR
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Social Media Presentation 3-13-07

Jonathan Richardson March 14th, 2007

As promised, here’s a link to the presentation I gave March 13 in your class. You can also watch the videos that would not cooperate by clicking here for the Kryptonite lock video or here for commentary from PR Week news editor Keith O’Brian.
If you’re interested in learning more about social media, I’ve included some links to quality information at the bottom of this post. I wish each of you much success as you graduate and move into the world, and feel free to contact me if you have questions or comments. After all, it’s all about the conversation.

Media Shift guide to RSS

Influence 2.0 [PDF]

Shift Communications PR 2.0 Essentials

Public Relations , Education , Social Media , Presentations
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U.S. State Department Embracing Social Media

Jonathan Richardson February 25th, 2007

The U.S. government is using social media tools and tactics in an attempt to maintain a voice outside U.S. borders.

Karen Hughes, Under Secretary for Public Diplomacy and Public Affairs at the State Department, has hired Arabic-speaking bloggers to monitor international blogs and post comments in an effort to correct misconceptions and refute propaganda. She’s also giving exchange students video cameras to record their experiences in America and post them to YouTube. Hughes herself is participating by recording State Department trips to other countries.