Trust matters when it comes to customer experience. People line up at the Apple Store’s Genius Bar in part because they’ve come to trust that they will get a great customer experience. Whether you’re a B2B or B2C, how can you create trust with your customers? To find the answers, I spoke with Charles H. Green, CEO of Trusted Advisor Associates. He's the author of Trust-Based Selling: Using Customer Focus and Collaboration to Build Long-Term Relationships and The Trusted Advisor Fieldbook: A Comprehensive Toolkit for Leading with Trust. For Charles, you create trust by focusing on building a long-term relationship instead of focusing on the current transaction. Charles suggests that you engage in active listening to make your prospects and customers feel like you understand how they’re feeling.
The Customer Experience Podcast