Driving a customer-focused incident response process

Effective communication during incident response is crucial in maintaining customer trust and minimizing negative impacts on businesses. A customer-centric approach involves making communication a mandatory part of the response process, involving someone close to customers, not waiting for all information before sending updates, learning from customers' needs, being flexible with communication methods, and ensuring transparency while handling sensitive incidents. Atlassian's recent outage serves as an example where poor communication led to lasting effects on their organization. By incorporating these tactics, businesses can foster trust and strengthen relationships with their customers during challenging times.