We live our lives on promises. From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting for a promise to be kept. From “Scout’s honor” to “I do” to “the whole truth and nothing but the truth,” we seek cues that allay our worries. Lifeguards, the bus schedule, and the spotlessness of a hospital room are all obvious artifacts of promises waiting to be kept.
Today’s customers are more powerful than ever and they are more fickle than they have ever been. They will leave a provider at the drop of a hat!! One of the key elements in any customer relationship is trust. Can your customers feel trust as they interact with every area of your organization? Customers base the majority of their decision on where to continue to spend their hard-earned dollars on the customer service experiences they encounter. Trust is a critical component of this experience. Recent research shows 97% of customers say that customer service is very important or somewhat important in their choice of and loyalty to a brand! And 76% of customers say that the level of customer service is the true test of how much an organization values them!
Trust is the emotion that propels customers to the other side of the gap between their expectation and their experience. Making trust the centerpiece of your customers’ journey can catapult a service provider into a position of distinction in the eyes of customers. The manner in which the organization manages customer trust drives every other component of the service encounter. What are ways you can ensure your customers will always trust their journey with your service experience?
Be sure to check out Chip’s recent great post: https://leadchangegroup.com/are-you-a-ruthful-leader/