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    Donald Trump diary reveals exact time he will arrive in Scotland

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    System must work to protect public as report finds chances missed with Southport killer

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    NHS in Scotland ‘stuck in analogue age’ as health boards shell out millions on pagers

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    Scottish Labour MP to vote against welfare reforms despite Keir Starmer climbdown

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    Buy British buses to save 400 Scottish jobs at Alexander Dennis, says MP

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    Scots fear crime is rising in their local area as SNP Government accused of ‘hollowing out’ police

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    Senior member of Anas Sarwar’s shadow cabinet ‘opposed’ to Labour welfare cuts bill

    How the Scottish MPs voted in the assisted dying debate

    How the Scottish MPs voted in the assisted dying debate

    Former Labour MP calls for party to ditch ‘rigged’ voting system

    Former Labour MP calls for party to ditch ‘rigged’ voting system

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      Bank of England hikes interest rates to 1.25%

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      Hiring activity in Scotland slows amid steep decline in staff availability

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      Kieran Tierney genius exposes ‘sloppy’ Ajax as Celtic earn rival acclaim despite Como Cup hammering

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      Andrej Bacanin makes Celtic transfer intentions clear amid Rangers claim as direct link with Lennon Miller emerges

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      Exact cost of Rangers injury crisis revealed as payments to crocked stars double that of Celtic

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      Conor Coady in Diogo Jota tribute as old Wolves pal celebrates an ‘incredible person’

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      Brendan Rodgers described me as huge Celtic coup after 24 clubs wanted me – now I have retired aged just 28

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      The Rangers transfers Russell Martin needs revealed as AEK set Dessers deadline and Shankland a no-brainer

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      Celtic on brink of four new signings as Benjamin Nygren lands staggering transfer claim and Balikwisha stays cool

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      I see cracks in Celtic with transfer fears over four starters so maybe this Rangers claim is a myth – Hugh Keevins

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        People on highest PIP could see payments rise to nearly £800 each month from next April

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        Schoolgirl achieved something incredible and made everyone proud

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        Teacher who drank alcohol in ‘mini-rave’ lesson and swore at pupils is struck off

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        Nicola Sturgeon agrees to TV special as ex-SNP leader to be grilled on ‘striking revelations’ in new book

        Nicola Sturgeon agrees to TV special as ex-SNP leader to be grilled on ‘striking revelations’ in new book

        Donald Trump diary reveals exact time he will arrive in Scotland

        Donald Trump diary reveals exact time he will arrive in Scotland

        Scots ‘forced to wait years’ for hernia operations as NHS struggles to meet demand

        Scots ‘forced to wait years’ for hernia operations as NHS struggles to meet demand

        System must work to protect public as report finds chances missed with Southport killer

        System must work to protect public as report finds chances missed with Southport killer

        NHS in Scotland ‘stuck in analogue age’ as health boards shell out millions on pagers

        NHS in Scotland ‘stuck in analogue age’ as health boards shell out millions on pagers

        Scottish Labour MP to vote against welfare reforms despite Keir Starmer climbdown

        Scottish Labour MP to vote against welfare reforms despite Keir Starmer climbdown

        Buy British buses to save 400 Scottish jobs at Alexander Dennis, says MP

        Buy British buses to save 400 Scottish jobs at Alexander Dennis, says MP

        Scots fear crime is rising in their local area as SNP Government accused of ‘hollowing out’ police

        Scots fear crime is rising in their local area as SNP Government accused of ‘hollowing out’ police

        Senior member of Anas Sarwar’s shadow cabinet ‘opposed’ to Labour welfare cuts bill

        Senior member of Anas Sarwar’s shadow cabinet ‘opposed’ to Labour welfare cuts bill

        How the Scottish MPs voted in the assisted dying debate

        How the Scottish MPs voted in the assisted dying debate

        Former Labour MP calls for party to ditch ‘rigged’ voting system

        Former Labour MP calls for party to ditch ‘rigged’ voting system

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        Labour’s £14bn ‘fixation’ with new nuclear power ‘won’t cut bills or help climate’

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          Salesforce boss Marc Benioff joins Weev.

          What is a virtual office and why you need one in Central London – Your Company Formations Ltd

          What is a virtual office and why you need one in Central London – Your Company Formations Ltd

          Inflation rises again to new 40-year high

          Inflation rises again to new 40-year high

          Bank of England hikes interest rates to 1.25%

          Bank of England hikes interest rates to 1.25%

          Hiring activity in Scotland slows amid steep decline in staff availability

          Hiring activity in Scotland slows amid steep decline in staff availability

          Scottish retail footfall growth ‘worst in UK compared to pre-pandemic’

          Scottish retail footfall growth ‘worst in UK compared to pre-pandemic’

        • Sports
          Prince William’s firm five-word statement to Chloe Kelly about Euros goal uncovered by lip reader

          Prince William’s firm five-word statement to Chloe Kelly about Euros goal uncovered by lip reader

          Kieran Tierney genius exposes ‘sloppy’ Ajax as Celtic earn rival acclaim despite Como Cup hammering

          Kieran Tierney genius exposes ‘sloppy’ Ajax as Celtic earn rival acclaim despite Como Cup hammering

          Andrej Bacanin makes Celtic transfer intentions clear amid Rangers claim as direct link with Lennon Miller emerges

          Andrej Bacanin makes Celtic transfer intentions clear amid Rangers claim as direct link with Lennon Miller emerges

          Rangers strongest XI for Panathinaikos as Thelo Aasgaard injury blow opens door for Euro history-maker

          Rangers strongest XI for Panathinaikos as Thelo Aasgaard injury blow opens door for Euro history-maker

          Celtic could ‘renew interest’ in Evan Ferguson as transfer hijack follows Yamada hint and Ambrosino U turn

          Celtic could ‘renew interest’ in Evan Ferguson as transfer hijack follows Yamada hint and Ambrosino U turn

          Exact cost of Rangers injury crisis revealed as payments to crocked stars double that of Celtic

          Exact cost of Rangers injury crisis revealed as payments to crocked stars double that of Celtic

          Conor Coady in Diogo Jota tribute as old Wolves pal celebrates an ‘incredible person’

          Conor Coady in Diogo Jota tribute as old Wolves pal celebrates an ‘incredible person’

          Brendan Rodgers described me as huge Celtic coup after 24 clubs wanted me – now I have retired aged just 28

          Brendan Rodgers described me as huge Celtic coup after 24 clubs wanted me – now I have retired aged just 28

          Ange Postecoglou to LAFC has direct Celtic link as MLS heavy hitters plot ambitious manager move

          Ange Postecoglou to LAFC has direct Celtic link as MLS heavy hitters plot ambitious manager move

          The Rangers transfers Russell Martin needs revealed as AEK set Dessers deadline and Shankland a no-brainer

          The Rangers transfers Russell Martin needs revealed as AEK set Dessers deadline and Shankland a no-brainer

          Celtic on brink of four new signings as Benjamin Nygren lands staggering transfer claim and Balikwisha stays cool

          Celtic on brink of four new signings as Benjamin Nygren lands staggering transfer claim and Balikwisha stays cool

          I see cracks in Celtic with transfer fears over four starters so maybe this Rangers claim is a myth – Hugh Keevins

          I see cracks in Celtic with transfer fears over four starters so maybe this Rangers claim is a myth – Hugh Keevins

          Trending Tags

          • Technology
            Apple fans rush to buy MacBook for only £99 after 54% price slash

            Apple fans rush to buy MacBook for only £99 after 54% price slash

            Lego Game Boy unveiled with pre-orders now live – but some point out ‘disappointing’ flaw

            Lego Game Boy unveiled with pre-orders now live – but some point out ‘disappointing’ flaw

            Panasonic dishes out £100 takeaway vouchers and 15% off ‘first class’ OLED TVs

            Panasonic dishes out £100 takeaway vouchers and 15% off ‘first class’ OLED TVs

            ‘Classy’ smartwatch that ‘performs as well as expensive brands’ now £50 in Amazon Prime deal

            ‘Classy’ smartwatch that ‘performs as well as expensive brands’ now £50 in Amazon Prime deal

            Argos offers free QLED TVs with one simple deal – how to get yours today

            Argos offers free QLED TVs with one simple deal – how to get yours today

          • Health
            Tesco recalls popular beauty and skincare product over nasty infection risk

            Tesco recalls popular beauty and skincare product over nasty infection risk

            ‘I used old-fashioned method to lose 4stone after microwave incident’

            ‘I used old-fashioned method to lose 4stone after microwave incident’

            Donald Trump medical condition diagnosed as US President suffers swollen legs

            Donald Trump medical condition diagnosed as US President suffers swollen legs

            Clinical microbiologist issues warning over hidden ‘droppings’ in bed sheets

            Clinical microbiologist issues warning over hidden ‘droppings’ in bed sheets

            Scientists just found a sugar switch that ‘protects your brain from Alzheimer’s’

            Scientists just found a sugar switch that ‘protects your brain from Alzheimer’s’

          • Entertainment
            Tesco shoppers ‘run’ to stores for ‘gorgeous’ £29.50 cardigan

            Tesco shoppers ‘run’ to stores for ‘gorgeous’ £29.50 cardigan

            Former DWP employee urges all parents to claim Child Benefit to boost State Pension payments

            Former DWP employee urges all parents to claim Child Benefit to boost State Pension payments

            DWP boss defends welfare reform changes after PIP plans put on hold

            DWP boss defends welfare reform changes after PIP plans put on hold

            People on highest PIP could see payments rise to nearly £800 each month from next April

            People on highest PIP could see payments rise to nearly £800 each month from next April

            Home Bargains’ ‘soft’ £30 coat looks ‘just like’ £175 Dryrobe version

            Home Bargains’ ‘soft’ £30 coat looks ‘just like’ £175 Dryrobe version

          • Life Style
          • Travel
          • Education
            Schoolgirl achieved something incredible and made everyone proud

            Schoolgirl achieved something incredible and made everyone proud

            Fury as Welsh Government rejects recommended 4.8% pay rise for teachers

            Fury as Welsh Government rejects recommended 4.8% pay rise for teachers

            Vocational skills to be offered at new secondary school in Swansea

            Vocational skills to be offered at new secondary school in Swansea

            Lecturer struck off after falling asleep, playing on his phone and describing students as ‘d*** heads’

            Lecturer struck off after falling asleep, playing on his phone and describing students as ‘d*** heads’

            Teacher who drank alcohol in ‘mini-rave’ lesson and swore at pupils is struck off

            Teacher who drank alcohol in ‘mini-rave’ lesson and swore at pupils is struck off

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          how can retailers regain customers’ trust after a hack? A marketing expert explains

          by BP Author
          May 21, 2025
          in World
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          Several big British retailers have been in the news recently – but not for buoyant sales or new product launches. Firms like Marks & Spencer and Co-op have been hacked, affecting online sales and the range of products available in-store, and forcing them to apologise to customers and other stakeholders. Luxury retailer Harrods also suffered a near-miss.

          M&S, a legacy retailer that has more than 1,000 stores across the UK, appears to have suffered the most significant damage from its cyberattack. Bank of America analysts estimated that the company has lost more than £40 million in weekly sales since the incident began over the Easter bank holiday weekend.

          As a precaution, the retailer was reported to have shut down many IT operations, effectively locking itself out of its core systems as it tried to address the incident.

          And then the situation worsened. M&S acknowledged that the personal data of customers, including names, dates of birth, telephone numbers, home and email addresses, and online order histories, had been stolen. However, the retailer insisted that the data theft did not include usable card, payment or login information.

          There are logical reasons why M&S may have opted for the cautious approach. It did not wish to create more panic and anxiety among customers. It preferred to tackle the issue covertly while the outcome was pending. It did not want to be seen as digitally incompetent. Of course, this reasoning is only speculative.

          That said, M&S’s approach to managing the incident has raised questions from a branding perspective.

          First, how long has the retailer been aware of the attack? And, more importantly, how long did it wait to share news of the data theft with its customers and the public?

          Research suggests that brands that are prompt and transparent in disclosing a hack, notifying the affected customers and communicating the potential implications for their privacy, are more likely to win consumer trust. It is better for brand image than those that opt for a “wait-and-see” or “drip-drip” approach.

          In 2016, US IT firm Yahoo was slapped with lawsuits after it announced a hack. The company’s stock price plunged amid fears that a data breach could derail its pending merger with Verizon Communications, set to be worth US$4.8 billion (£3.6 billion).

          But the lawsuits and the market’s adverse reaction were less about the data breach and more about Yahoo’s delayed actions. It involuntarily announced the data breach when the hacker attempted to sell the stolen user data online. Yahoo reportedly learned of the breach two years previously but did not warn its users and stakeholders. An internal review later found that the company had “failed to act sufficiently” on the knowledge it had.

          Bring in the marketers

          Second, does M&S need to do more than simply assure its customers that no usable payment or login information was stolen? Other personal data like date of birth, home and email addresses did get hacked, and are useful for criminals to commit identity theft.

          A prudent retailer will do more than follow the laws and regulations, it can take a more customer-centric, moralistic approach in protecting its customers’ welfare after a cyberattack. A study has highlighted the strategic value of involving marketers – either in-house or an external PR firm – in protecting consumer data and responding to breaches.

          The authors of the study stated that a marketer’s remit typically involves working with people from different backgrounds across all departments of a firm. This enables them to facilitate talks and negotiations between the relevant people, from company lawyers, tech experts, and security officers, to those overseeing investor relationships and the CEO managing the board relationship.

          Being focused on customer experience, even in times of deepening crisis, marketers instinctively think about the benefits and barriers experienced by consumers.

          Talking points between the company’s departments should focus on moral, as well as legal, options for protecting consumer data. Communications should consider the negative effect of the crisis on consumers, beyond the firm stressing its victimhood and seeking sympathy.

          Marketers can put the consumer’s point of view front and centre. They can highlight issues that others in the business may not consider, such as who drafts consumer communications, how messages are communicated and monitored, and how consumers can reach out to the brand to seek or offer help.

          At the end of the day, M&S has been the victim of a crime. Known as a “victim crisis”, a data breach is instigated exclusively by criminal actors. The way and pace at which M&S has communicated the data theft to its customers could potentially leave it open to criticism, however.

          The issue of when the retailer learned about the theft versus when it decided to share the information with its customers remains unclear. Also uncertain is how much personal data was taken, whether this includes any profiling data the retailer conducted on customers (things like their purchase frequency, coupon redemption and product choices). It should also share any plans it is devising to tackle potential identity thefts.

          shopfront of the original m&s store in kirkgate market in leeds

          M&S has come a long way since first opening up a stall at Kirkgate Market in Leeds in 1884.
          annaj77/Shutterstock

          M&S’s current crisis management activities could seem to be about preserving its bottom line while arguably the focus should be on caring for customers. As a legacy retailer which is nearly 141 years old, M&S can do better than following the typical “let me tell you” approach. This is where communication flows in one direction only and is pushed out on to the public, and is what M&S appears to have done in response to the attack.

          Instead, it should consider the more transparent “let’s work together” approach. This may promote better customer trust and brand image, allowing M&S to seek customer cooperation (things like reporting unusual emails or misinformation where a critical mass may identify a meaningful pattern). This could help to spot data breaches and criminal activities like identity theft and fraud.



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