Reputation at risk as Forever 21 warns of possible cyber attack

16th Nov 2017

Responding to fashion retailer, Forever 21, warning of an unauthorised data breach, Jo Causon, CEO of the Institute of Customer Service, commented:

“A data breach will cause phenomenal damage to an organisation’s reputation. This is a lesson for Forever 21 that, as we move towards an AI led future, customer service agents must be skilled in the language of cyber crime, and should be confident in explaining any breaches to their customers, steps the individual needs to take, and steps the organisation needs to take.

“Our data shows that 73 per cent of people believe failing to provide this service is a breach of trust that any organisation will struggle to overcome. Trust is vital to any company’s financial stability, both for customer loyalty to maintain the bottom line, and garnering new business – and Forever 21 should act accordingly and efficiently.” 


Notes to editors:
For further information please contact:
Helen Glover or Mike Petrook (Institute press office) 
E: [email protected] or [email protected] 
T: 020 7260 2698 (Helen) or 020 7260 2631 (Mike) 

About The Institute of Customer Service 
The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers’ experience and their own business performance. The Institute is a membership body with a community of over 500 organisational members – from the private, public and third sectors – and over 4,000 individual memberships. For more information about The Institute of Customer Service go to

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