40 min listen
Ep. 223: Mark Slatin | The Trust Equation: How to Build Intimate Customer Relationships
Ep. 223: Mark Slatin | The Trust Equation: How to Build Intimate Customer Relationships
ratings:
Length:
32 minutes
Released:
Oct 26, 2023
Format:
Podcast episode
Description
Host Rob Markey welcomes Mark Slatin, CEO of EmpoweredCX, to dissect the intricate dynamics of trust within customer experiences. Drawing insights from real-world examples, they explore the role of product and service quality in establishing trust, the impact of reliability and consistency in decision making, and the potential pitfalls of self-orientation. Delving deeper into the Trust Equation and explaining its different facets, Mark underscores the necessity of understanding the customer’s journey and perspective. They address the challenges of reliability, targeted marketing implications, customer vs. company centricity, the art of meaningful recommendations, and more. And they explore how to balance customer needs with shareholder expectations. Mark also provides an analytical perspective on the integral components of trust in a business landscape. In this show, Rob and Mark discuss the Trust Equation, which you can learn more about here: https://trustedadvisor.com/why-trust-matters/understanding-trust/understanding-the-trust-equation https://modelthinkers.com/mental-model/trust-equation Guest: Mark Slatin, CEO of EmpoweredCX
Released:
Oct 26, 2023
Format:
Podcast episode
Titles in the series (100)
Ep. 7: Loyalty and the problem with pasta on a plane: Linda Verba of TD Bank and Brian Andrews, formerly of Intuit, continue their discussion of NPS and loyalty with Rob Markey. by Customer Confidential: Untold Stories of Earned Growth