In the past few months, I’ve been writing and speaking about how trust fits into the customer experience. Trust is earned, and once earned, it results in a customer who has confidence to keep doing business with you. I created a metric, the Customer Confidence Score (CCS), to measure how much a customer trusts you. So, let’s say the customer gives you a 10 on a scale of 1-10. Why do they give you that perfect score? Here are ten reasons why:
