The Customer Corridor: Retailers must take time to rebuild trust with their customers in these uncertain times

摘要

RECENTLY, I came across something called the Edelman Trust Barometer, published by the public relations firm of the same name. I wasn't surprised to learn that across the globe, most people trust companies less this year than they did the year before.Imagine that! Leading companies from every sector of the economy have recklessly squandered their most precious asset, of customer experience measurement. Relationship measurements look at the whole relationship you have with customers. Transactional measurements are more narrow in scope, and as the name suggests they look at day-to-day encounters with customers. Both types of measurement will help you quantify how your customers perceive you relative to your competitors.