We’ve all been there. In a café, at home on the sofa, on public transport – that telltale ping on our phone that indicates yet one more scam message.
On average, consumers receive 1133 scam messages a year; that’s the equivalent of 3 a day. And some of those messages are very convincing indeed. It’s a certainty that we all know someone who, if not caught out by a fraudulent message, has at least had a close shave.
For customers, those messages elicit a variety of reactions, even if they manage to avoid being taken in by the scam. Anger, frustration, anxiety – these are all common and understandable emotional responses to scam messages. All of which, as these findings show, are directed towards whichever organization the scammer is masquerading as. The result is – for a huge 45% of people – a loss of trust in that business.
If that organization is yours, then you have a serious problem on your hands. Customers expect the businesses that they deal with to protect them and keep them, their data and their finances safe. And if you’re authenticating customers in the same channels that the bad actors are using, then you’re not doing that.