Customer Trust: Why It Matters and How to Measure It

This week on The Modern Customer Podcast, Megan Burns—a Fortune 500 advisor and keynote speaker with over 20 years of experience—joins me to share how she’s helped companies like Microsoft, Dow, Workday, FedEx, Akamai, DHL, Verizon, and AT&T build customer-centric cultures and deliver exceptional experiences at scale.

Megan dives into the foundational role of trust in customer experience—and why it’s essential for building lasting relationships. She shares actionable strategies for simplifying complexity, breaking down silos, and fostering trust across organizations.

Megan also explains how companies can tackle the operational challenges that come with growth and align their teams to better meet customer needs. 

From measuring trust through transparency and reliability to creating a culture that prioritizes connection, this conversation is packed with practical insights. 

🎧 Tune in now to learn how to make trust the cornerstone of your customer experience strategy—and empower your teams to deliver it!

Key Highlights from the Conversation:

02:41 Customer Experience vs. Customer Trust

04:48 The Limits of Empathy 

08:12 Consistently Good, Strategically Amazing

11:43 Creating a Customer-Centric Culture

14:57 What Companies Fear About Customer Feedback

17:57 Why Trust Drives Growth

19:51 Measuring Customer Trust 

 

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

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