Smart organizations know that trust is
an animated, always-in-motion dimension of all relationships. Here’s why.
As humans, our concept of value perpetually changes. Apples are less valuable after you have two
dozen in the pantry than when you had none.
Loud music is less valuable when you are past fifty than when you were
fifteen. Making a difference gets more
valuable with maturity; making the team less valuable.
If trust is nomadic, it suggests the pursuit
of trust building needs to include some mechanism for updating the
proposition. Think about
expectations. Every service experience
we have alters our expectations for future service. If customer expectations are part of what
trust is made of, and those expectations are in perpetual motion, service
providers must find ways to stay current.
Wise organizations use a myriad of ways to get customer feedback. They perpetually work to look at service
through customers’ eyes.
What are ways you can update what you
know about your customers’ ever-changing expectations?
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