Summary

In this conversation, João M N Pereira delves into the critical role of trust in customer experience. He emphasizes that trust is not merely a feeling or a brand promise, but rather a behavior that forms the foundation of customer relationships. Pereira highlights how companies often undermine trust in subtle ways, impacting their overall customer engagement and loyalty.

Takeaways

Trust is not a feeling.

Trust is behavior.

Trust is the nervous system of your relationship with customers.

Companies often break trust in small moments.

Building trust requires consistent behavior.

Trust is essential for brand loyalty.

Understanding trust can enhance customer experience.

Trust impacts customer engagement.

Brands need to be aware of trust dynamics.

Trust should be a core focus for businesses.

Titles

The Heart of Customer Experience: Trust

Understanding Trust in Brand Relationships

Sound bites

"Trust is behavior."

"Trust is not a feeling."

"Trust is the nervous system of your relationship."

Keywords

customer experience, trust, brand loyalty, relationship management, customer behavior