Customer trust is hard to come by — individuals are no longer building relationships with every brand they interact with. Trust is earned, and customers value brands that work to not just serve their needs but engage with care, empathy and above all, transparency.
According to new research, customer trust is the one far-reaching trend that isn’t currently making headlines. Public trust in institutions, including banks, large technology companies and big business, is experiencing a downturn from just last year.
Customers are taking a critical look at the brands they interact with and taking stock of the organizations that honor their values. By aligning themselves with trustworthy organizations, customers can feel confident and secure in their personal data and purchasing decisions. However, in 2023, it has become more difficult to even pinpoint these organizations amid constant news of data breaches, unethical data sharing practices and marketing schemes.
Customers no longer know who to trust, which fosters a growing sense of skepticism that impacts not just wrongdoers, but businesses across all industries. The growing misuse of customer data has ultimately tainted customer perceptions of even leading brands, creating a critical need for safe and transparent data practices.
This how-to guide will uncover the top 6 opportunities for building customer trust in the digital age. It will unpack:
- New research on why customer trust is down
- Strategies for building trust through personalization
- Solutions for maximizing security in CX