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Do your customers trust you? Do they trust your brand and believe what that what you say about your own company and value proposition is true?

It’s a simple question but often a very difficult one to answer – but being able to answer it is imperative because trust is at the very heart of a successful relationship with your customers. It is also central to critical scores like NPS.

Our guest in this episode can help. Alan McNab has decades of experience working with customers in companies like Cisco, Motorola, NCR, and Arista,  implementing solutions and practices that drive customer delight, employee engagement, and operational excellence.

In this fascinating episode Alan talks about:

  • What it means to have true trust with your customers
  • The four key areas of your company that you need to analyse to truly know if you have trust with your customers
  • How to ‘recommit’ to customers after a serious breakdown in trust
  • Why it’s critical to manage and understand customer churn
  • The story of how he raised the Net Promoter Score (NPS) of a major US company (15,000 employees) from 8 to 68.

 

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