The Psychology of Customer Trust

SummaryIn 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.TakeawaysTrust 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.TitlesThe Heart of Customer Experience: TrustUnderstanding Trust in Brand RelationshipsSound bites"Trust is behavior.""Trust is not a feeling.""Trust is the nervous system of your relationship."Keywordscustomer experience, trust, brand loyalty, relationship management, customer behavior