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Do you REALLY know what drives ORGANIZATIONAL & INDIVIDUAL Trust? Mark Slatin does!
Manage episode 482857238 series 3296019
josephmichelli에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 josephmichelli 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.
SUMMARY
In this conversation, Joseph Michelli and Mark Slatin explore the intricacies of customer experience (CX) and the pivotal role of trust in building effective relationships between organizations and their customers. Mark shares his journey in establishing Empowered CX and emphasizes the importance of trust as a dynamic and investable asset in both interpersonal and institutional contexts. They delve into the Trust Equation, discussing its components and how organizations can leverage technology to enhance trust and intimacy with customers. Mark also highlights his contributions to education in the CX field through his teaching at Michigan State University and the development of master classes aimed at empowering future CX professionals.
TAKEAWAYS
Mark Slatin founded Empowered CX to support CX leaders. Trust is essential for effective customer experience. The Trust Equation includes credibility, reliability, intimacy, and self-orientation. Intimacy in business is about creating psychological safety. Organizations can leverage technology to enhance customer relationships. Building trust requires understanding both interpersonal and institutional dynamics. CX leaders must focus on emotional connections, not just transactional outcomes. Education is crucial for the next generation of CX professionals. Master classes can help professionals improve their trust-building skills. The journey of customer experience is ongoing and requires continuous learning.
CONTACT MARK SLATIN
WEBSITE: https://www.empoweredcx.com/
LINKEDIN: https://www.linkedin.com/in/markslatin/
CONTACT JOSEPH MICHELLI
WEBSITE: https://josephmichelli.com/
46 에피소드
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