Posts Tagged ‘customer trust’

When a company makes a promise to its customers (via its website, via marketing, via policies or contracts) AND fulfills it - it builds trust. Makes sense right? You make a promise and the customer hopes you will live up to it. When you do fulfill your promises, it satisfies the customers and it may even make them more loyal. Here are 2 examples of companies

I’m really enjoying Stephen M.R. Covey’s book, “The Speed of Trust.” Actually, I’m loving it. And it’s only $10 on amazon.com. You have to get a copy. I’m nearly done reading the book and especially like Covey’s outline of 13 elements or practices that build trust. He talks about how you can add or subtract from trust accounts that you have

You’ve heard the saying that how you recover from a mistake shows your character. This is very true when it comes to mistakes that your business that impact your customers. How you recover in this case means making good on promises, clear communication and earnest efforts to rebuild the relationship. The most recent example: JetBlue. To make a long

Here is a story a friend of mine recently told me about an awesome customer service experience that I wanted to share. Her story: I have two mortgages with the same company (GMAC). One's my primary mortgage and the other is a much smaller one for home improvement. Well, last month, I set them both up on payment through my online banking service. I made the

When you ask for personal information from customers - they will pause. What is running through their head are questions like: How will my information be used? How will my information be kept safe? Why do I need to provide this much detail? Am I going to be spammed later? This is the reality of living in a world where customer data is

Trust is key to any customer/business relationship. The two pieces of this key are: (1) how do you create trust; (2) how do you maintain it (not lose it). Let's focus on the second part here - keeping customer trust. Communicating too frequently with customers abuses this customer relationship. Then trust plummets. How does over-communication happen? (Note: Avoid these traps.) * Sometimes over-communication