Podcast ¦ CX Passport: The one with Customer Trust – Ilenia Vidili Customer Centricity Advisor E163

Summary

Elenia Vitali, a customer experience advocate, discusses the importance of customer centricity and how it can impact a business. She emphasizes the need for businesses to prioritize the customer perspective and incorporate it into all aspects of their operation. Elenia also highlights the significance of building trust with customers and offers strategies for earning customer trust.

Key Points

• Customer centricity involves looking at the world from the customer’s perspective and prioritizing their needs and expectations.
• Many businesses claim to deliver superior customer experiences, but customers often disagree.
• Customer centricity requires consistency, commitment, and care, rather than just delivering occasional memorable experiences.
• Start with small steps and prioritize addressing the biggest pain points for customers and the business.
• Earning customer trust involves competence, reliability, integrity, and empathy.
• Competence is the ability to perform tasks effectively and efficiently.
• Reliability is based on responsiveness and consistency of behavior over time.
• Integrity involves honesty, transparency, and ethical behavior.
• Empathy is the ability to understand and share the feelings of others.
• Transparency and honesty in the face of errors or mistakes can help maintain customer trust.
• Businesses should not neglect empathy and the human touch amid the rise of technology and AI.
• Customer trust is crucial for business success, as customers are more likely to buy from and continue engaging with brands they trust.

Key Statistics

• 80% of surveyed companies say they deliver superior customer experiences, but only 8% of customers agree (Bain and Company).
• 81% of customers refuse to buy from a brand they don’t trust, and 89% of customers expect to disengage from a brand that breaches their trust (Gartner).

Key Takeaways

• Customer centricity is about prioritizing the customer perspective and incorporating it into all aspects of a company’s operation.
• Start with small steps and prioritize addressing the biggest pain points for customers and the business.
• Consistency, commitment, and care are essential for becoming a customer centric business.
• Earning customer trust involves competence, reliability, integrity, and empathy.
• Competence means delivering high-quality products and demonstrating expertise in addressing customer needs.
• Reliability is based on responsiveness and consistency of behavior.
• Integrity involves honesty, transparency, and ethical behavior.
• Empathy is the ability to understand and share the feelings of others.
• Transparency and honesty can help maintain customer trust, even in the face of errors or mistakes.
• Don’t neglect empathy and the human touch in the age of technology and AI.
• Customer trust is crucial for business success and customer loyalty.
• 81% of customers refuse to buy from a brand they don’t trust.
• 89% of customers expect to disengage from a brand that breaches their trust.