Hannaford Bros. Cyber Security Lessons Learned

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Introduction
Virtually every business today uses at least one form of computer information technology. Business firms use computers to automate and assist in managing everything from operations, sales, finance, and logistics. Internal databases and intranets are used for internal controls and organizations are connected via the internet to conduct sales, marketing and many other communications and transactions. Electronic business, or e-business, is dominating modern markets and the business world. This new world of technological innovation has exponentially increased efficiency and globalized the world’s economies. Unfortunately criminals still exist and continue to exploit businesses, committing acts of theft, vandalism, and terror. E-business is not immune to criminal mischief and in fact can be quite vulnerable to sophisticated cyber criminals known as hackers. In early 2008 it was reported that the North East Supermarket mogul, Hannaford Bros. Company fell victim to a computer hacking attack that compromised approximately 4.2 million customer credit cards. This act created a financial nightmare for thousands of consumers and for the Hannaford Bros. grocery company. The incident was a black mark on Hannaford’s public image and a financial burden to their corporation. Cyber Security is a growing priority of today’s business leadership. Boon, Kurtz (2011) Hannaford Bros. Co.

Hannaford Bros. is an upscale North American grocery retail chain headquartered in Scarborough, Maine. Hannaford was founded in 1883 and now runs supermarkets throughout New England and upstate New York. Hannaford is owned by the American subsidiary of the Belgian Delhaize Group, Delhaize America, the parent company of Food Lion which operates over 1,500 stores on the East Coast, mostly in the Mid-Atlantic States. The Hannaford Bro. Website (2011), The Delhaize Group website (2011) Hannaford Bros. administers a comprehensive website for their grocery chain. The Hannaford website found at: http://www.hannaford.com/home.jsp offers customers a wide range of shopping and food related planning activities. Hannaford does not offer their grocery products for delivery on their website; rather they make all of their grocery and pharmacy products available for customers to browse and purchase for pick-up. Customers can easily navigate through categorized product lists with eye catching visual cues. Products can be places on a virtual shopping list that the customer can use in the store or purchase on-line to be picked up at their nearest local store. Coupons and sales discount promotions are also readily available and easy to find on the website. Hannaford also gives customer’s options and assistance for planning different types of parties and organizing shopping lists. The primary services provided by the website in addition to on-line browsing and ordering of groceries includes pharmacy prescription refills, ordering gift cards, special orders, and Redbox video rentals. Instead of promoting broad scale on-line shopping and delivery like other supermarkets and on-line retailers, Hannaford uses their website to draw people to their stores and make the shopping experience easier and more appealing. The Hannaford Bro. Website (2011) Hannaford Bros. displays numerous lines of communication on their website. Their contact information is found thorough a “contact us” tab on the home page. The Hannaford Corporate office address and several 1-800 customer service phone numbers are listed. There are also several online feedback forms for customers to give Hannaford feedback and ask questions about their products and services. Hannaford even offers the advice and expertise of nutritionist for customer questions and concerns. The Hannaford Bro. Website (2011) The Hannaford Bros. website is designed and maintained with meticulous detail. Hannaford Bros. online marketing strategy is simple; to give customers a warm and inviting way to make their shopping experience...
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