1. Assumed Trust What It Is, How to Keep and Build It and Why Your Organization Won’t Survive Without It Presenter: Andrew Sanderbeck

2. Let’s Discuss… What Assumed Trust is and why its important What Assumed Trust is and why its important Three Core Competencies of keeping a customers assumed trust Three Core Competencies of keeping a customers assumed trust Ways to lose, keep and build the trust of our customers Ways to lose, keep and build the trust of our customers “The Circle of Trust” and discuss why Assumed Trust is critical to the continued operation of your organization “The Circle of Trust” and discuss why Assumed Trust is critical to the continued operation of your organization

3. What is Assumed Trust?

4. “The trust that is given by a customer to a business. This level of trust starts at the beginning of the relationship. And it will grow or die based on the customer’s experience with your business.”

5. Discussion Question #1 What do your customers assume about your organization?

6. Their Assumptions May Be…

7. Instead of Judging Fairness…

8. Discussion Question #2 What do they “trust that will happen” in their experiences with you organization?

9. One of the Big Ones…

10. And…when there’s a problem

11. When we don’t, assumed trust is

12. Three Core Competencies of keeping a customers assumed trust #1 Great Service Matters When customers trust a business, 83% will recommend a trusted business to others and 82% will continue to use that business.

13. How would you want to be treated if you were a customer?

14. Consistency goes hand in hand with providing great service Your employees should provide equivalent levels of service Your employees should provide equivalent levels of service Equipped with the tools it needs, your employees should answers questions the same way Equipped with the tools it needs, your employees should answers questions the same way

15. Internal expectations lead to external results Stay the course with your products and services, rather than constantly shifting gears to try new tactics or initiatives. Stay the course with your products and services, rather than constantly shifting gears to try new tactics or initiatives. Create meaningful measurement to determine whether something is working. If it isn’t viable, put a plan in place to make changes. Create meaningful measurement to determine whether something is working. If it isn’t viable, put a plan in place to make changes.

16. Do we offer our customers a consistently pleasant experience?

17. Three Core Competencies of keeping a customers assumed trust #2 Transparency is Clear Transparency is another competency that affects trust. Many businesses have trouble coming to terms with what it really means.

18. The biggest challenge is the so- called fragility of trust; Trust is hard-won and easily lost

19. To build/keep trust, your customers need to believe three things about your business: 1. You have their best interests at heart 2. You are capable of delivering on your promises 3. You are honest and authentic

20. Three Core Competencies of keeping a customers assumed trust #3 Stay vigilant over time

21. Stay vigilant over time Building trust is not a one-time deal, you have to prove yourself every time the customer uses your product. Trust- building and maintenance take vigilance and sustained effort. Building trust is not a one-time deal, you have to prove yourself every time the customer uses your product. Trust- building and maintenance take vigilance and sustained effort.

22. A Case Study From Netflix: Don't Lose Your Customers' Trust

23. Ways to Lose a Customer’s Trust

24. Discussion Question #3 What other ways can we lost the trust of our customers?

25. How do you win trust?

26. Discussion Question #4 What is your organization doing to win the trust of your customers?

27. Keeping the trust Never let them down Consider things from their perspective Always justify their faith in you Go the extra mile to exceed their expectations

28. Two Things to Know

29. Polling Question #5 What sacrifices are we asking our customers to make?

30. The Circle of Trust

31. Polling Question I learned at least one thing today that I can immediately apply! Yes Yes No No

32. Thanks for Attending