Insights
How retailers can build customer trust with the right kind of cybersecurity
4 min read
£300 million in profit.
That was the cost to a leading UK retailer following a ransomware attack in 2025.
An eye-watering amount of money by anyone’s standards, and arguably reason enough on its own to make cybersecurity a priority for retailers everywhere.
But inflated costs and deflated profits aren’t the only dangers when it comes to a data breach. There’s something even more important at risk, something even harder to gain back: customer trust.
Let’s explore why it matters so much, how a data breach can affect it and how the right cybersecurity approach can protect it.
The real cost of a data breach
Losing money in the short term is one thing. But once you lose the trust of your customers it can take months or years to get your reputation back.
And with people becoming increasingly savvy about their data and how it’s used, a significant cyber attack could cause lasting – if not permanent – damage to how they view your company.
A study by Vercara found that 75% of consumers are willing to sever ties with a brand after a cybersecurity breach.
And according to PwC’s ‘Voice of the Consumer’ report last year, protecting customer data is the most important point when it comes to building trust in a brand.
For retailers, then, cybersecurity is not just an IT issue – it’s as critical to your brand and your reputation as any piece of PR, marketing or advertising.
But the way cyber criminals operate is evolving all the time. And more traditional methods of keeping attacks at bay, which rely on protecting the perimeter of your network, are no longer fit for purpose.
Instead, you need a modern, adaptive approach that reduces vulnerability without adding complexity.
The benefits of zero trust
Zero trust architecture is based on one simple principle: never trust, always verify.
That means continuous validation of all your users and devices, which significantly reduces the potential surface for an attacker to breach your network.
In essence: nobody is trusted until your security platform can determine otherwise.
Whether someone is logging in from a store, the street or your head office, they’re treated exactly the same way. So your devices, data and apps have the same level of protection wherever they happen to be.
‘The idea of not trusting people by default might seem like overkill. But it’s an absolute must for effective cybersecurity in a retail environment where employees work across stores, warehouses, offices and remote locations.’
Ian Bunning, Senior Product Manager
A zero trust approach can help you:
- Reduce ransomware risks
- Simplify regulatory compliance
- Enhance operational visibility
All of these are vital for retail resilience in 2025 and beyond.
Making security a boardroom issue
Leading retailers are switching up their security priorities to safeguard customer data, meet compliance demands and strengthen operational resilience.
Their focus is on preventing unauthorised access to sensitive customer and employee data, mitigating evolving cyber threats and fostering a culture of continuous security improvement.
These market challenges underscore the importance of partnering with a technology provider that understands these operational and reputational risks at a granular level.
One that has retail pedigree and experience and can deliver comprehensive security frameworks tailored to the real-world demands of this sector to help you stay ahead of constantly evolving threats.
But most importantly: cybersecurity isn’t just an IT issue – it’s a board-level priority that underpins every part of your business, from operations to customer engagement.
Because something as important as customer trust – the thing that’s really at stake when it comes to a breach – should not be confined to a single department.
Next steps: turning cybersecurity into customer confidence
Cybersecurity in retail today is about much more than technology – it’s about preserving trust, sustaining operations and protecting brand value over time.
By integrating approaches like zero trust and partnering with experienced providers who understand retail’s unique challenges, you can build the right foundation. One that defends against breaches but also drives customer loyalty and operational confidence, not just now but in years to come.
Any retailer’s business strategy should have cybersecurity considerations at its heart. It’s not just about protecting data – it’s about preserving and growing that all-important customer trust.
Get that right and your bottom line will inevitably feel the benefit.
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