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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-maki...
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