Does Your Company Pass the $20 Trust Test?

Does Your Company Pass the $20 Trust Test?

Cowritten with Kate Feather Customer trust is a topic that we are seeing in more and more of our clients’ customer feedback data. We have learned that customers define trust in two ways: 1) The firm conviction in the reliability of an organization’s services and 2) The belief that they have your best interests in mind If we get trust right there are great benefits…

Read full post »

The Best Way to Encourage Customer Trust from the Inside Out

Company Folders Customer Centric

Cowritten with Kate Feather In order to deliver a good customer experience, a company must first be customer-centric. Last week I wrote on the nuances of customer service and customer-centricity in “Why Great Customer Service Isn’t Enough to Be Customer-Centric”. For those who are not reading my every post with rapt attention, I used the HARO (Help A Reporter Out) service to put out an…

Read full post »

Why Great Customer Service Isn’t Enough to Be Customer-Centric

Customer Service is Not Customer Centricity

Cowritten with Kate Feather I recently sent out a pitch on HARO (Help A Reporter Out). If you haven’t gotten on the HARO bandwagon, you’re missing out. It is a fantastic network of news sources with journalists and expert opinions. And everyone’s technically an expert in something. So pro-tip: you sign up, you benefit. Last week I wrote on a bad customer service example in…

Read full post »