10 Genuinely Interesting Things We Learnt This Quarter....

1. The M&S Password Problem was Easily Avoidable

What Went Wrong in Their Cyber Breach, And How We’d Have Done It Differently 

The recent Marks & Spencer cyber incident is a stark reminder of how even well-established brands can fall victim to avoidable security flaws. At the heart of the breach was a failure in basic cybersecurity: poor password management practices that left systems vulnerable to exploitation. 

Reports indicate that M&S failed to enforce strong password policies across key user accounts, relied heavily on single-factor authentication, and lacked real-time alerting systems to flag unusual login behaviours. The result? Threat actors gained access using compromised credentials, likely harvested from previous data leaks or brute-force attempts, and moved laterally within systems before detection. 

This wasn’t a case of a sophisticated zero-day exploit; it was a breakdown in fundamentals. And that’s precisely what makes it so frustrating, because it was preventable. 

At Netmatters, we don’t just patch holes after the fact - we architect systems to anticipate and block threats before they happen. Here’s how we’d have done it differently: 

• Enforced Strong, Encrypted Password Policies: Passwords should be long, complex, and stored using robust hashing algorithms. We use industry-leading tools to ensure password strength and detect reuse across systems. 
• Multi-Factor Authentication (MFA) by Default: MFA isn’t optional - it's mandatory. We implement adaptive MFA that considers user behaviour, location, and device trust levels to add layers of protection. 
• Continuous Threat Monitoring: Our systems don’t wait for anomalies to escalate. We monitor authentication logs in real time, using machine learning to flag deviations and immediately trigger containment protocols. 

Cybersecurity isn’t a one-time investment; it’s an ongoing strategy. The M&S breach shows what happens when that mindset is missing. We believe in building resilient systems from the ground up because the best time to stop a breach is before it ever begins. 

2. The Lifetime Value of Clients is the Most Important Metric 

Great Digital Marketing Focuses on Lifetime Value - Not Just First Conversions

 
Too many digital marketing strategies are built around short-term wins - chasing clicks, leads, or one-off purchases. But real growth comes from understanding and maximising the lifetime value of a client. When you shift your focus to long-term relationships, your marketing becomes smarter, more sustainable, and far more profitable. That means investing in retention, upselling, loyalty, and experience, not just acquisition. It's not about the cheapest lead, it’s about the most valuable customer over time.  

Our Digital Marketing Director, Jim Palmer, is always up for a chat, let us know if you’d like to book some time with him.  

3. If You Don’t Answer Quickly, You Don’t Care

Quick Call Answering Isn’t Just Polite, It’s Crucial for Customer Trust 

Every unanswered call is a missed opportunity, and every second a caller waits chips away at their confidence in your service. Industry best practice sets the benchmark: calls should be answered within 20 seconds. To meet this, businesses need well-designed call queues, the right staffing levels, and a focus on responsiveness. Fast, efficient call handling shows customers they matter and sets the tone for a positive interaction. In today’s world of instant expectations, those first few seconds can make or break a relationship.

Our telecoms team have some quick wins for optimal phone system set up, get in touch if you want to learn more.  

4. Implementing AI is a Bad Idea, Without a Problem to Solve.

AI Without Purpose Is Just Hype. Let the Problem Lead, Not the Tech

AI can be a powerful tool, but only when it’s solving a real business problem. Too often, companies rush to adopt AI just to keep up with trends, without a clear use case in mind. The result? Time, energy, and resources wasted on flashy experiments that don’t move the needle. AI should never be the starting point, it should be part of the solution. The Netmatters approach is to identify the pain points, bottlenecks, or inefficiencies in your business first, then explore whether AI is the right tool to address them. When tech follows purpose, the results are meaningful. When it leads without direction, it’s just noise. 

Want to hear more about what we’re doing? Just let us know!  

5. Equality in the Workplace Doesn’t Just Happen

True Equality, Diversity & Inclusion Takes Intentional Effort, Not Assumptions 

Claiming to be a meritocracy doesn’t absolve businesses from addressing equality, diversity, and inclusion. In fact, it can mask the real, often unconscious barriers that still exist. Bias, whether systemic or unconscious, can shape everything from hiring to promotion, impacting who thrives and who doesn’t. To create a truly fair and high-performing workplace, businesses need to actively examine their culture, processes, and assumptions. EDI isn’t about box-ticking, it’s about making your organisation a place where everyone has a genuine opportunity to succeed.  

6. Inconsistent Marketing is Very Wasteful

Inconsistent Marketing Risks Losing Clients Already Considering You 

Most potential clients don’t make decisions overnight, they move through a longer, more considered buying journey than you might expect. By the time someone reaches out, they’ve often been quietly researching, comparing, and building trust over weeks or even months. That’s why switching marketing efforts on and off is risky - it interrupts the journey for those already moving toward you. Consistent marketing keeps your brand visible and credible, ensuring you’re top of mind when they’re finally ready to make contact. Inconsistent presence means missed opportunities that were already in motion. 

7. Staff will Leave if Their Job is Boring or Easy

Failing to Automate Mundane Tasks Drains Morale and Drives Talent Away 

When teams are stuck doing repetitive, low-value work, it doesn’t just waste time, it wears people down. Monotonous tasks sap motivation, stifle creativity, and lead to disengagement. Over time, that takes a toll on morale and increases staff turnover. Automation isn’t just about efficiency; it’s about creating a workplace where people feel their time and talents are valued. By eliminating the boring stuff, businesses unlock not only productivity gains but also a more motivated, fulfilled, and loyal team. 

Honestly, we could talk about automation all day – speak to us to hear how much time we’re already saving per month by automating tasks.  

8. AI is Going to Make Custom Software the Right Choice for More Businesses

AI Is Slashing Development Costs, Making Bespoke Solutions More Competitive Than Ever 

Thanks to advances in AI, the game has changed for custom software development. What used to require months of manual coding and high costs can now be accelerated and streamlined, without sacrificing quality. This means businesses can access tailored, scalable solutions at a fraction of the traditional price. As AI reduces development time and overhead, bespoke software is becoming not only viable but often more cost-effective than off-the-shelf alternatives. The result? More power, flexibility, and value, custom-built for your business.

Have you been holding off on exploring this, thinking the cost would be too prohibitive? Our Business Consultancy experts would love to tell you about how easy it is to get started.

9. Prescribed Workflow Helps Staff Feel Satisfied

Structured Workflows Boost Focus, Performance, and Crucially Job Satisfaction 

When staff know exactly how to approach their day, everything changes. At Netmatters, we know defined workflows give teams a clear path forward, reducing mental clutter and eliminating the stress of juggling too many priorities at once. With a methodical process in place, employees can focus on one task at a time, feel more in control, and ultimately perform better. It's not just about efficiency, it’s about creating an environment where people thrive. We have found that, empowered by structure, staff become more productive and more fulfilled in their roles. 

10. Fear Cripples Businesses

Delaying Investment Hurt Businesses More Than the Employer NI Increase Itself 

The rise in employer National Insurance contributions wasn’t exactly welcome, but the real damage came from the months of uncertainty beforehand. Many businesses hit the brakes on recruitment, training, and growth plans, waiting for clarity. Ironically, this hesitation proved more costly than the increase itself. In hindsight, the disruption caused by not investing in the future outpaced the financial impact of the policy change. It's a reminder that the fear of change can be more damaging than the change itself. 

Our Managing Director, James, is always up for a conversation. If you’d like to book some time with him let us know.  

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