Lisa Schwartz on Client Onboarding and the Trust Equation (Part 2 of 2)
How do you build trust when you're not face-to-face, and your work passes through layers before it reaches the end user?
In Part 2, Lisa Schwartz and I explored how trust forms in complex relationships, and why the little things we do echo throughout an organization.
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Originally aired June 12, 2025 as Episode 139 of The Trusted Guide Podcast (then The Delighted Customers Podcast).
What we cover
Building trust when intermediaries stand between you and your customers
How small moments set the tone for loyalty
Lessons in personalization, including from Lisa's days as a bartender
Trust travels
Trust isn't only built in big moments. It's carried through every handoff. Lisa's examples make that concrete.
Related episodes
About the guest
Lisa Schwartz is Chief Operating Officer of Mathematica and holds a PhD in developmental psychology.
If this conversation was useful, you'll find more like it in The Trusted Guide Newsletter: practical insights on trust, influence, and leading change.
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