The importance of Trust in the Customer Experience


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Trust is one of the key factors in a great customer experience.

Can your customers trust your organisation? Can they trust you that you won’t rip them off? Can they trust you to deliver the service you promise?

How is this trust established? Either from third party recommendations, personal past experience or even the first time dealings with the organisation. All three of these contexts are as important as each other in establishing trust and ensuring a future relationship between two parties. I came across this blog post from advertising legend Dave Trott who tells the story of an old man and a plumber, and how the same moral transpired with another advertising legend Nigel Bogle and his business.

Have a read, its a great story of building trust with customers, whether they are buying business from you now or in the future.

The Plumber and Nigel Bogle by Dave Trott

Flickr photo couresty of MoToMo

Republished with author's permission from original post.

Colin Shaw
Colin is an original pioneer of Customer Experience. LinkedIn has recognized Colin as one of the ‘World's Top 150 Business Influencers’ Colin is an official LinkedIn "Top Voice", with over 280,000 followers & 80,000 subscribed to his newsletter 'Why Customers Buy'. Colin's consulting company Beyond Philosophy, was recognized by the Financial Times as ‘one of the leading consultancies’. Colin is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 2% of podcasts.


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