In this episode, I talk with my friend and former colleague, Elena Garvey about the importance of Trust to customer expeirence. We cover the two general models for customers to trust companies they do business with, strategies for buildng trust, and for maintaining and restoring trust when it is threatend.

Emotion matters most to CX perceptions, and Trust is a foundational emotion in customer experience.

Links:

Elena Garvey

Tylenol Poison Pill Scandal

The Power Of Trust book

Using Good Friction To Build Trust

Full transcripts for all episodes are available at the accompanying CX Patterns Newsletter.

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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