Most IT organizations wouldn't consider the software risk in their application portfolio a brand issue; that is, until they experience a tragedy or crisis such as application failure and customers start to worry. Most of the time IT organizations are able to calculate the cost to fix the problem and how it will affect their overall business. However, what often isn't taken into account is the long term effects on their brand and business going forward.
For instance, it’s been an incredibly difficult year for Malaysia Airlines, who are now struggling with a record decline in passengers and preparing to restructure after losing two aircraft in the span of five months. To be fair, Malaysia Airlines had little control over the tragedies that confronted them -- unlike some other crisis this year. I’m of course referring to the myriad headline-grabbing glitches and crashes we’ve seen from organizations such as Target, Facebook, American Airlines, Twitter, and Ebay. You can read more about the fallout from these bugs in an infographic we’ve compiled below.
Software Risk: Application Failure and Brand Loyalty
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The principal difference between Malaysia and the likes of Target and Ebay is that software companies have the software risk tools and processes available to them to prevent such tragedies, but prefer to deploy patchwork solutions to problems rather than address the underlying issues. That’s not going to make the software any better, and it certainly won’t restore the public’s trust in these organizations any time soon.
Until the software development industry admits it has a robustness and security issue, crashes and glitches that expose sensitive consumer data will only continue, and likely increase. You wouldn’t trust a mechanic who only used duct tape, so why trust a software developer who doesn’t use the all the tools at their disposal?