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Building customer trust

In: Trust Matters

Author

Listed:
  • Sally Bibb
  • Jeremy Kourdi

Abstract

Trust is a business issue that fundamentally affects relationships with current and potential customers. It underpins such issues as innovation, benefiting and adding value for customers, enhancing loyalty, winning new business, building the long-term value of the business (and especially the brand) and serving customers. Without trust, all of these issues become much, much harder to achieve — if they can be achieved at all. Yet inspiring trust should not be a difficult issue; it simply requires us to live certain values that are often lacking in the commercial world. They are openness, honesty, consistency and a real regard for the needs of others.

Suggested Citation

  • Sally Bibb & Jeremy Kourdi, 2004. "Building customer trust," Palgrave Macmillan Books, in: Trust Matters, chapter 7, pages 87-105, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-50833-0_7
    DOI: 10.1057/9780230508330_7
    as

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