303: How to Build Brand Trust in 2018

Jeannie shares expert tips for building brand trust through truly consistent customer experiences. Consistency and brand trust Brand trust is one of the cornerstones of customer satisfaction and loyalty. However, trust is hard to earn and easy to destroy. And you may know customers can trust you, but do they know? So, it’s imperative to think of ways to deliver an experience that earns trust for the long term. There are many building blocks to trust, but today we’re focusing on one of the most important ones: Consistency. But truly consistent customer experiences go well beyond consistently creating delight at a given touchpoint. In fact, those touchpoints need to be consistent with one another. “Consistency means living that promise on every channel, every time.” –Jeannie Walters Does your great shopping experience lead to a checkout that’s from another planet? Or does your personalized service end with a bill that’s anything but? “When it’s time to hand over the money, the experience can be a total let-down” –Jeannie Walters These are some of the things you should be looking at. But on this scale, it’s easy to overlook inconsistencies that loom within your customer journey. Can you find them? Join us today as Jeannie Walters outlines a few great ways to check your own customer journey for this kind of inconsistency. Is your experience truly reflecting brand trust to your customers? Listen in and find out! Related Content 360Connext® post, 3 Destructive Consistency Issues You Need to Overcome Now Customers That Stick® post, Is Your Customer Service Consistent? Episode 286: Anthony Iannarino, Commitments Are for Closers Episode 219: (Tip) Consistency Across Multiple Brands We're on C-Suite Radio! Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices