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Key Takeaways
Trust is built on credibility, reliability, intimacy, and self-orientation.
Building trust is essential for customer loyalty and retention.
Levels of loyalty include habitual loyalty, functional loyalty, and emotional loyalty.
Being a trusted guide is more effective than being a hero in customer interactions.
Demonstrating value is more important than demonstrating ROI in CX initiatives.
Value encompasses having a clear roadmap aligned with corporate goals and cultural values.
Billy Joel's actions at concerts, which focus on others, enhance his trustworthiness.
Key Statistics
95% of buying decisions are driven by emotion rather than pure logic.
Key Discussion Points
Trust is crucial for customer loyalty and retention.
Being a trusted guide is more effective than being a hero in customer interactions.
Demonstrating value and aligning with corporate goals is vital for CX initiatives.
Emotion significantly influences decision-ma...
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