Customers are becoming pretty disillusioned after the seemingly endless recession. The high unemployment, housing foreclsoures, the break-down of the credit markets, massive bailouts and the feeling that corporations in general have the system rigged to enjoy the riches when risk pays off is all proof of the failing economy.
Many companies and huge name brands are taking the bull by its horns and refocusing their marketing efforts to more subtle terrain which falls on the opposite pastures of driving retail sales through advertising deals and discounts. To attract and retain business they are mustering up their brand strength around winning, regaining or fostering a sense of trust on the part of the consumer. To accurately judge an organisations worth it is often advised they foster a level of 'trust' with those they come in contact with based on two core 'measures of worth' (no doubt there may but the two listed below establish the foundation of good service).
1. Under promise over deliver - with the main aim to promise only what you intend to deliver
2. Keeping your word once given as managing customers expectation(s) is key
The chain of impact on service quality and customer retention is well known and the direct link between customer retention and profitability is even more apparent (anyone own a club card?). Fostering trust is a huge factor in any relationship whether it's with a business or personal, we inherently trust people who follow the above 'measures of worth' and no matter how educated or important they appear without these principles their words fall on shaky terrain regardless of how educated or important they may seem.
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