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Companies don’t define brands — people do.
But as emotionally driven beings, people can sometimes make mistakes — ones that directly influence business. Unfortunately, if these mistakes aren’t handled properly, trust, reputation, and brand are diminished.
But what builds brand trust, to begin with? And what can we do to create the loyalty and consistency that promotes brand forgiveness when that trust has been broken?
Back on today’s episode are Kurt Bartolich, Founder of BrandCertain, and Cory Scheer, Founder of Trust Centric Consulting. Kurt and Corey teamed up to explore the relationships between employees and companies, as well as brands and consumers.
Today Kurt and Corey break down the initial findings of The National Survey on Brand and Trust and what it means for your business. They share the data that defines precisely how vital trust is and how you can genuinely build it. They also explain how organizations are constantly interacting with trust (whether building or breaking it down and learning). They also share how to establish a foundation of trust and why you must build a brand from the inside out.
Join Kurt, Cory, and me to learn:
• Why trust is so important to customer experience
• What one of the best and easiest ways to build trust inside your organization is
• What three brand truths are backed up in the research data
• How and when brand forgiveness takes place
• Why consistency is the bedrock for loyalty
First Findings from The National Survey on Brand and Trust
Hear Episode 232 and any other episode of The Customer Experience Podcast in your favorite podcast app …
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We also embed the full conversation and make it searchable right here in these blog posts. The recording with Kurt Bartolich and Cory Scheer is right here …
Video Highlights: First Findings from The National Survey on Brand and Trust
Check out the top five video highlights from the discussion with Kurt Bartolich and Cory Scheer …
1. The Employee Trust Gap and Its Consequences
2. Active Listening to Build Employee Trust
3. Three Brand Principles Affirmed by Research
4. Humanizing Means Supporting the Whole Person
5. Loyalty, Consistency, and Trust
Links Related to This Conversation:
- Kurt Bartolich, Founder of BrandCertain
- Cory Scheer, Founder of Trust Centric Consulting
- National Survey on Brand and Trust
Other Episodes You’ll Enjoy:
- Episode 8 with Kurt Bartolich, “Take Care of Your Brand and It Will Take Care of You“
- Episode 44 with Cory Scheer, “The 3 Components of Trust for Better Customer Relationships“
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