Cover of The Speed of Trust

Monthly Mash and The Power of Trust

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.

Volume 26: December 2013

Thoughts on the Customer: The Power of Trust

Back in 2006, Stephen Covey’s eldest son released The Speed of Trust, a book that proposed the importance in business of not only trust but also of the speed at which it is established. Covey broke trust down into four “cores”:

  1. IntegrityCover of The Speed of Trust
  2. Intent
  3. Capability
  4. Result

The first two components define character; the last two define competence.

For customers to trust our organizations, we need all four components. Customers want to deal with organizations that have integrity and have a positive intent that is beneficial to both parties. Most customers understand that businesses must make a profit, but they want to know that it is being done above board and in a reasonably transparent way.

Likewise, customers need to know that organizations are not only capable of serving their needs but are able to execute on these capabilities to produce results.

Nothing is more powerful than having a customer trust both your organization and your team, and nothing matters more to customers than being able to have that trust in an organization.

The Month in Customer Service Blogging

A collection of the best posts about customer service and the customer experience we read this past month.

Someone Was Listening

Sometimes the most popular post from the previous month; sometimes just the one I liked best.

Statistics come from a variety of sources and can be interpreted many different ways. In the post 9 Customer Experience Statistics to Refocus Your Team, we share important statistics in three different customer experience categories: customer loyalty, customer effort, and social customer service. These statistics were chosen to help deepen your understanding of modern customers and to help you shine a new light on your customer experience.


By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.

    Find more about me on:
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