I help SMBs grow revenue by delivering exceptional customer experiences | CX & Service Design Consultant | MBA
Business is built on trust.🤝 But is your business actively building trust through its customer experience? Henry Cloud shares five elements of trust in his book Trust: When to Give It, When to Withhold It, How to Earn It, and How to Fix It When It Gets Broken. In the book, Cloud identifies five essential elements of trust: understanding, motivation, ability, character, and track record (Cloud, 2023). Here are questions you can ask about trust and your customer experience: 𝗨𝗻𝗱𝗲𝗿𝘀𝘁𝗮𝗻𝗱𝗶𝗻𝗴: Does your service experience demonstrate that you understand and anticipate customers' needs throughout their journey? 𝗠𝗼𝘁𝗶𝘃𝗮𝘁𝗶𝗼𝗻: Is it clear that your company’s motive is to solve a genuine problem for the customer, or are your value propositions disconnected from their real needs? 𝗔𝗯𝗶𝗹𝗶𝘁𝘆: Has your company developed and invested in its core competencies to consistently deliver both the customer experience and a quality product? 𝗖𝗵𝗮𝗿𝗮𝗰𝘁𝗲𝗿: Does your business reward character and integrity, or does it encourage taking shortcuts and valuing profit over people? 𝗧𝗿𝗮𝗰𝗸 𝗥𝗲𝗰𝗼𝗿𝗱: Are you striving for continuous improvement in your people, products, and processes? Trust is the foundation of customer loyalty, and it is built through intentional, long-term effort. Reference: Cloud, H., Dr. (2023). Trust: When to Give It, When to Withhold It, How to Earn It, and How to Fix It When It Gets Broken. Worthy Publishing. #CustomerExperience #CX #CustomerLoyalty #ServiceDesign #BusinessGrowth #CustomerJourney #ContinuousImprovement #Leadership
