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

Customer Confidential: Untold Stories of Earned Growth

Innehåll tillhandahållet av Bain & Company, Rob Markey, Company partner, and Customer experience expert. Allt poddinnehåll inklusive avsnitt, grafik och podcastbeskrivningar laddas upp och tillhandahålls direkt av Bain & Company, Rob Markey, Company partner, and Customer experience expert eller deras podcastplattformspartner. Om du tror att någon använder ditt upphovsrättsskyddade verk utan din tillåtelse kan du följa processen som beskrivs här https://sv.player.fm/legal.

7M 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

234 episoder

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