Five Rules for Building Customer Trust — And Why Most Companies Break All of Them

Podcast: The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth · Colin Shaw, Beyond Philosophy LLC

Opublikowano: 2026-07-18

Episode Summary Trust is the foundation of every customer relationship. But here's the uncomfortable truth: most businesses assume they have it when they don't. PwC's latest research found that 90% of executives believe their customers trust them highly — yet only 30% of customers actually do. That's a 60-point gap. And it's growing. In this episode, Colin Shaw and Professor Ryan Hamilton from Emory University break down the five rules that are guaranteed to build genuine, lasting trust with your customers. These aren't theoretical — they're drawn from decades of real CX work, rooted in behavioural economics, and illustrated with...