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In Wake Of T-Mobile And Experian Data Breach, John Legere Did What All CEOs Should Do After A Hack

This article is more than 8 years old.

The personal information of millions of T-Mobile customers was exposed in a hack and then John Legere stepped up.

On Thursday, T-mobile issued a statement penned by Legere, which said that approximately 15 million people may have had their personal information exposed following a data breach at Experian , the company that processes T-Mobile's credit applications. The press release outlined that while the investigation into the breach is still ongoing, it appears to have affected applicants who were required to get a credit check for either service or financing between September 1, 2013 and September 16, 2015.

Then Legere got on Twitter . Promptly following the issuance of the company statement, the T-Mobile CEO sent out a tweet that read, "One of our vendors, Experian, experiences a data breach. See what we're doing about it," and included a link to the company's initial announcement. But Legere's engagement didn't stop there. He then proceeded to answer questions from T-Mobile customers in response to his Tweet. See below for examples of a few of these exchanges.


While the Twitter conversation was soon taken over by a T-Mobile Help Twitter account and an Experian account also entered the fray, Legere continued to provide further updates and respond to customers' concerns throughout the night in the wake of the breach.

These handful of tweets sent by Legere address what everyone potentially affected by a massive data breach yearns for—answers, personal interaction and attention. At a time when there seems to be a new data breach announced every other day, these hacks have started to lack the surprise factor they once carried but this does not mean that customers are not disappointed when they happen. The best thing a company can do after an attack is act like they care. This isn't to say that T-Mobile and Legere are handling this attack perfectly, but seeing a CEO of a giant corporation get on social media and interact with customers is certainly refreshing.