S16E11: The Three Components That Shape Customer Trust in Every Interaction
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S16E11: The Three Components That Shape Customer Trust in Every Interaction
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About this listen
Trust isn’t just about who you are—it’s also about what you do in every interaction with a customer. In this episode, I continue reading Chapter 10 of The Trust Premium, focusing on the three key components that shape trust in the moment: Positivity, Time, and Intimacy. I discuss why radical honesty (No-BS) and empathy are essential for building trust, how first impressions and consistent behavior impact trust over time, and the role of deeper, richer interactions in accelerating trust. I also explore why bad is stronger than good—how a single negative action can outweigh multiple positive ones, making trust much easier to lose than to build.
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In the spirit of reconciliation, Audible acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.