Zappos Marketing Does Some Fancy Footwork After Password Breach

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Mitch Wagner
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Yeah, Zappos customers might see fraudulent purchases showing up from Europe and assume the Zappos breach was the cause, when in fact they were unrelated. 

KarlHakkarainen
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I'd seen similar posts on Facebook about people claiming that purchases were made or attempted by bad guys in Europe. This may be a case of correlation vs. causation.

Joe Stanganelli
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Of course, part of security is not being a target in the first place.  Zappos, to that end, has far better PR going for it than Sony has had in the past couple of years.

(SECURITY TIP: Try to avoid suing hackers.)

Joe Stanganelli
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re: "Only the last four digits of the CC was exposed."

Interesting.  I didn't know that.  A friend of mine recently complain on Facebook about the breach because her credit card number was stolen and used to try to make a purchase.  (FWIW, her post didn't seem to have anything directly negative to say about Zappos though, or how it handled the situation.)

Perhaps her credit card info was compromised another way.



Joe Stanganelli
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Joe Stanganelli   1/27/2012 4:47:23 PM
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Thanks for this enlightening post, Karl.  I agree that Zappos did a much better job of handling this than Sony.  Goes to show why conventional wisdom can't be trusted for the sake of conventionality.

impactnow
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impactnow   1/23/2012 10:17:42 AM
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It was an interesting approach but in my opinion it provided more security than some of the letter have received saying we don't know whose account was compromised, you may want to change your password etc.

Ariella
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As the Zappos slogan is "powered by service," it was imperative for the company to live up to its branding to demonstrate its truth. I think it did a fairly good job of damage control in this instance.

Mitch Wagner
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Zappos is quite conscientious about customer service. That will be important to the company's future prosperity as consumers drive prices and profit margins downward. 

infinity
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Stories like this solidify the notion that good customer service is extremely important -- especially these days, when it is a rarity. I received one of those password reset emails from zappos and was disappointed upon reading the email, but at the same time, relieved that they acted quickly rather than waiting months before doing something about it (or brushing it under the rug, as some firms have done). 

 

 

KarlHakkarainen
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Only the last four diigits of the CC was exposed.

There's some question about the hash key, whether that was taken or not. If so, it might allow the bad guys to unscramble the passwords in the window between the time of the break-in and the great password reset. It seems unlikely that the key was stolen or that the crooks were able to unscramble anything. We would have heard about it from customers by now.

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