trust is the backbone of customer experience | Blue Sky

trust is the backbone of customer experience

‘The most expensive thing in the world is trust. It can take years to earn and just a matter of seconds to lose’ – Yes, I did just open my latest blog with a Tupac quote. 

Whether or not Tupac came up with that quote I cannot be sure. At least it grabbed your attention, right?

Trust is built on consistency.

Tupac (or whoever originally quoted those words) makes a valid point – ‘years to earn and a matter of seconds to lose’.

Companies are now required to create a clear identity for their brand, to establish a deeper relationship with the customer. If the customer trusts a business, they will remain loyal. Experience tells me that loyalty results in repeat business and referral – and ultimately leads to success!

Websites such as TrustPilot are now being used by businesses to assess the reality of customer experience and help define strategies moving forward – a travel company I have recently worked with use it as their main customer metric.

This is exactly why every conversation which takes place is so important – if one negative review is seen it can turn a customer away for life, sometimes unjustly.

If I ever look to buy something online, I will always check the customer/user reviews.


As I trust the like-minded individuals, who will be purchasing similar items to myself and give an honest opinion. My view and experience may well be different, but in a conforming world, people like some reassurance that their experience is going to be a positive one.

I recently purchased a dinner jacket at short notice (how very suave) and went to the one shop that I knew would

  1. Have my size
  2. Providing an amazing customer service
  3. Have a delicatessen attached to a celebratory pie

I always pick this particular chain because I trust that all of the key points I mentioned above are included.

I know that for a cost-effective price I will get a good quality jacket with a smile from the assistant who will be very happy to help me with the sizing – it’s post-Christmas, and I am still yo-yoing  following dry January.

Trust is defined in many different ways.

Trust for me is the reassurance that I am going to have a positive experience and can rely on the other party to help provide that. I believe that to trust, you are required to be trustworthy to understand the fundamentals of a failed trust and the impact it can have.

Authenticity and transparency are vital metrics when developing a trust culture within your business, not just your personal life.

I trust in my colleagues because they hold strong values and I believe in their ability to do the job right; I trust in my friends because they are authentic and would help me at any given moment.

Engage with the view that you are going to have a good experience and trust will be built.

However, if you experience a poor interaction with a person or company, then you may not invest your time and effort in them again.

Trust can take years to earn, but maintaining it is worth its weight in gold.






Get in touch



Blue Sky - Experts in People Change. All rights reserved 2019.