USE SCIENCE TO BUILD TRUSTING RELATIONSHIPS AND REDUCE CHURN

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Using Science to Build Trusting Relationships and Reduce ChurnProduced byProduced byService Excellence Partnerswww.se-partners.com

Produced by

Produced byRelationship is a ProcessSources: Blieszner, R. & Roberto, K. A. (2003). Friendship across the lifespan: Reciprocity in individual and relational development. In F. R. Lang & K. L. Fingerman (Eds.), Growing together: Personal relationships across the lifespan (pp. 159-182). Cambridge, U.K.: Cambridge University Press.InitiationMaintenanceDissolutionProduced byLoyalty ResearchProductRelationshipMarketTrust Moderates LoyaltyAdapted from: Ruyter, K., Moorman, L., Lemmink, J. (2001) LoyaltyAffective commitment

Calculative commitmentTRUSTHighLowProduced byTrust FactorsAbility: competence, predictability and consistencyBenevolence: caring, goodwill, empathy and commitment to shared goals Integrity: fairness, objectivity, honesty and open communication

Source: Borum, R. (2010) Science of Interpersonal Trust. SelectedWorks of Randy Borum, University of South FloridaProduced byTrust Learning QuizLearning occurs in a single experience.TRUEFALSE

Produced byTrust Learning QuizFirst impressions linger.TRUEFALSE

Produced byTrust Learning QuizOnce a belief is formed, its easy to change.TRUEFALSE

Produced byTrust Over TimeLife Cycle TrustSource: Seeing is believing: Trustworthiness as a dynamic belief, Cognitive Psychology 61 (2010) 87105Luke J. Chang, et alInitial TrustProduced byCustomer Journey MappingRecognizeInvestigateDecidePurchaseCustomer LifecycleImplementLearnUseTerminateCustomer AcquisitionService DeliveryBusiness Process/UXProduced byA New Twist RecognizeInvestigateDecidePurchaseImplementLearnUseTerminateCustomer AcquisitionService DeliveryInitiationMaintenanceDissolu-tionProduced byMindful Customer Experience DesignRecognizeInvestigateDecidePurchaseImplementLearnUseTerminateCustomer AcquisitionService DeliveryInitiationMaintenanceDissolu-tionEffective and AffectiveProduced byGaining TrustFive Critical MomentsConnectionBuild relationships through commonalityPowerIncrease mastery, autonomy and choiceProofShow that you keep your promisesWow!Surprise and delightTruthShow character when the chips are downSee my blog post: http://se-partners.com/five-critical-moments-in-the-customer-experience/ Produced by

Produced byMoments of ConnectionAffectiveEffectiveI noticed you live in Denver. Whereabouts?

My sister lives there. So are you also a Broncos fan?

What got you into this industry?Can you tell me a little more about your business?

What problem are you trying to solve?

Whats important to you?Produced byCommunication CadenceSubscriptionRenewalPhoneE-mailPhonePhonePhoneE-mailE-mailE-mailWebinarWebinarPhoneE-mailPhonePhonePhoneE-mailE-mailE-mailWebinarWebinarABPhoneE-mailPhonePhonePhoneE-mailE-mailE-mailWebinarWebinarCProduced byFaces, Faces, Faces!

Photos in e-mails

Photos in sales and support chats

Web conferencing

Video help topics on YouTube

Video e-mailsProduced byThree Practical TakeawaysMoments of ConnectionMake training item #3 in your onboarding call agenda Front-load your cadenceAdd faceseverywhere!

Produced byMindful Customer Experience DesignRecognizeInvestigateDecidePurchaseCustomer LifecycleImplementLearnUseTerminateCustomer AcquisitionService DeliveryBusiness Process/UXCONNECTION, POWER, PROOF, WOW! TRUTH

Five Critical MomentsProduced byQuestions?

Ed PowersService Excellence Partnerswww.se-partners.comed@se-partners.com 970-235-0078Produced by

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