 OUR TAKE -
Trust Building
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Work while you have the light. You are responsible for the talent that has been entrusted to you.
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Henri-Frédéric Amiel
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Yesterday's discussion about limiting the liability in the court of customer opinion offers a perspective on the struggle many organizations face. When something goes wrong with the customer experience, many organizations struggle to decide between limiting legal liability and limiting "trust liability."
In other words, many frame the decision as choosing to either withhold information that may be used against them in a court of law or being forthright with information to customers in hopes of maintain a level of transparency and authenticity - two cornerstones of a trusting customer relationship. In the world we live in today, the fear of legal punishment and the persuasiveness of legal counsel often means limited and controlled information.
It's complicated, right? In the moment, it always seems more complicated than it really is. Many times it boils down to a simple situation like, "We messed up but we still want you, the customer, to like us." So we think we have 'wag the dog' and spin the story." The paradox is that organizations are likely to liked more if they would do less dog wagging - less acting like the lawyers. And more acting like customer advocates.
That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
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