The Secret to Building Trust with Customers (Part 3 of 3)
How do companies like Ritz-Carlton, Apple, and Starbucks earn their customers' trust?
Building on the Trust Equation from The Trusted Advisor, I explore how each of its four variables shows up in the customer experience, including a heartwarming story about a lost stuffed animal at a Ritz-Carlton resort.
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Originally aired September 7, 2023 as Episode 49 of The Trusted Guide Podcast (then The Delighted Customers Podcast).
What we cover
Credibility: professionalism and expertise in branding, communication, and online presence
Reliability: consistently delivering on promises
Intimacy: psychological safety, discretion, and personal connection
Self-orientation: putting the customer's interests ahead of your own
Trust is built in small moments
The lost stuffed animal story is a reminder that trust isn't built in a marketing campaign. It's built in moments when someone goes out of their way to care.
Related episodes
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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