Ep. 223: Mark Slatin | The Trust Equation: How to Build Intimate Customer Relationships

Customer Confidential: Untold Stories of Earned Growth

Nội dung được cung cấp bởi Bain & Company, Rob Markey, Company partner, and Customer experience expert. Tất cả nội dung podcast bao gồm các tập, đồ họa và mô tả podcast đều được Bain & Company, Rob Markey, Company partner, and Customer experience expert hoặc đối tác nền tảng podcast của họ tải lên và cung cấp trực tiếp. Nếu bạn cho rằng ai đó đang sử dụng tác phẩm có bản quyền của bạn mà không có sự cho phép của bạn, bạn có thể làm theo quy trình được nêu ở đây https://vi.player.fm/legal.

12M ago 32:05

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Host Rob Markey welcomes Mark Slatin, CEO of EmpoweredCX, to dissect the intricate dynamics of trust within customer experiences. Drawing insights from real-world examples, they explore the role of product and service quality in establishing trust, the impact of reliability and consistency in decision making, and the potential pitfalls of self-orientation. Delving deeper into the Trust Equation and explaining its different facets, Mark underscores the necessity of understanding the customer’s journey and perspective. They address the challenges of reliability, targeted marketing implications, customer vs. company centricity, the art of meaningful recommendations, and more. And they explore how to balance customer needs with shareholder expectations. Mark also provides an analytical perspective on the integral components of trust in a business landscape.

In this show, Rob and Mark discuss the Trust Equation, which you can learn more about here:

https://trustedadvisor.com/why-trust-matters/understanding-trust/understanding-the-trust-equation

https://modelthinkers.com/mental-model/trust-equation

Guest: Mark Slatin, CEO of EmpoweredCX

239 tập

#Business #Customer #Experience #Leadership #Loyalty #Netpromotersystem #Nps #Robmarkey #Service #Company partner #Rob Markey #Customer experience expert #MBA #Bain Companys #Promote #IT Management