In today's fast-paced business world, delivering an outstanding customer experience is crucial for success. While many focus on "delighting" customers, the real key lies in building and maintaining trust. Customer loyalty, repeat business, enhanced value, lifetime customer worth, and referrals all hinge on one crucial factor – trust.
What customers truly value is more trust.
The common goal of "delighting customers" falls short in comparison to the impact of trust. Customers don't bother with complex offers or fine print. They seek simplicity and, most importantly, trustworthiness from your brand. They want to trust you and your offer.
And that goes beyond just doing the right thing; it includes the trust of where the purchase will lead them, its purpose in their lives, and how it affects them and their families. Therefore, we are talking about trust needs, as much we are talking about trust desires.
Customer experience design is all about building and managing more trust.
To create a great customer experience, it's crucial to know what customers need to trust you and what they'd love to trust you for. Shifting this perspective is powerful, and customers can clearly express these differences. These insights into customer trust preferences enable you to design a journey that builds the right trust at the right touchpoints, creating superior value that customers will instantly reflect back to you.
Boost your KPIs with TrustLogic®.
Customers respond to trust with loyalty, and this loyalty multiplies with each additional point of trust. By understanding what your customers trust you for in each of the distinct Six Buckets of Trust®, TrustLogic® helps you to achieve KPIs, fostering customer loyalty, and creating an experience that goes beyond satisfaction.
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