If a tree falls in the Customer Care forest, does it make a sound and does anyone care?

Lexis Nexus sponsored a study by the Javelin Research firm recently regarding e-merchant security.  One of my conclusions from this study was that preventing fraud is good for business in many ways aside from the obvious.  Preventing fraud also results in increased customer loyalty and increased sales.  The supporting two data points discussed in the study concerned “large e-merchant firms” respective experience with antifraud efforts. These merchants believe their customers REWARD security efforts with increased loyalty and increased sales.

- 53% of large e-commerce merchants attribute increased customer loyalty to fraud reduction efforts.
- 69% of large e-commerce merchants believe fraud reduction efforts can increase sales.

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