Earn Customer Trust and Cultivate Lasting Relationships

Introduction

• Making and keeping your company's promises

1. Becoming a Trustworthy Business

• Exploring the definition of customer trust
• Addressing the trust deficit
• Examining how customer trust differs across industries
• Earning trust for business growth

2. Reliability and Competence: Hard Drivers to Win Customer Trust

• Earning customer trust through competence
• Exploring real-world examples to win trust through competence
• Earning customer trust through reliability
• Exploring real-world examples to win trust through reliability

3. Integrity and Empathy: Soft Drivers to Win Customer Trust

• Earning customer trust through integrity
• Exploring real-world examples to win trust through integrity
• Earning customer trust through empathy
• Exploring real-world examples to win trust through empathy

4. Maintain Trust with Technology and AI

• Customer data across the four trust drivers
• What makes AI trustworthy
• How businesses can restore trust with customers
• How to apologize when things go wrong

Conclusion

• Taking action toward earning trust with customers