Post by shiyabul on Aug 19, 2024 11:27:51 GMT
The problem is that mistakes happen. They always will; no matter how good a company is at what it does. So, brands need a contingency plan for those times when things don’t go right. Building customer trust in the brand is that contingency plan. The Trouble with Trust One of the driving forces behind the trend described above is a lack of trust between consumers and brands in the current market.
Havas Group’s Meaningful Brands Report found that https://lastdatabase.com/ cynicism about brands’ intentions is at an all-time high, with only % of brands being viewed as trustworthy. The same survey found that % of respondents said they have little faith that any brands will deliver on their promises, and only % think companies are transparent. With this context, it’s not hard to see why customers are so quick to abandon brands that miss the mark.
Without trust, customers can’t give brands the benefit of the doubt. When trust between parties breaks down, one late delivery, a failed service call, or a single faulty product holds weight because the customer doesn’t believe the brand’s intentions were to deliver in the first place. Business leaders must understand that perfecting the customer experience (CX) isn’t just about being perfect.