Trust-Centric Design: The New Frontier Of Customer Experience

Trust is crucial for brand success in today’s competitive marketplace. The most successful brands are those that aren’t just taking a human-centered approach to their customer experience, but a trust-centric one. According to a PwC survey, 92% of consumers feel that organizations have a responsibility to build trust, 46% spend more at companies they trust, and 40% no longer purchase from a company due to a lack of trust.

 

To earn that trust, brands need to actively listen to what their customers really need—not just what they think they need—and use what they've learned to inform the design of their customer experience accordingly.

Meeting All Customer Needs: A Blueprint for Trust

Trust is a precious commodity—difficult to earn, easy to lose, and absolutely essential for long-term success. This is true across industries, but particularly so in sectors where customers have high stakes and complex needs. While some brands focus on addressing specific pain points or offering niche solutions, the most successful companies are those that strive to meet all their customers’ needs in one comprehensive package.