The Daily Standup The trust experience | Megan Burns
8 snips
May 27, 2025 Trust takes center stage in B2B relationships, influencing customer loyalty and experiences. The conversation dives into the difference between personal and organizational trust, emphasizing the four pillars that support customer relationships. It highlights the Ben Franklin effect, where small interactions enhance trust. Consistency is deemed more important than spectacular moments, advocating for reliable service. Ultimately, trust emerges as the ultimate currency in business, shaping recommendations and long-term success.
AI Snips
Chapters
Transcript
Episode notes
Trust Influences Recommendation Willingess
- Trust significantly impacts a customer's willingness to recommend a company.
- Asking how an experience changes trust shifts focus to the customer's perspective.
Trust Beyond Individuals to Organizations
- Trust must extend beyond individuals to the whole organization.
- Over-reliance on personal trust is risky due to employee turnover.
Trust Issues in Digital Healthcare
- A digital dermatology clinic highlighted how trust issues create friction in customer journeys.
- Customers question technology reliability, provider authenticity, and data security constantly.