Consistency builds trust, deepens relationships, exposes customer challenges, and sparks innovation. Inconsistency results in confusion and distrust.
One way to be consistent is by communicating openly, honestly and with complete transparency.
Far too often, companies are only transparent when owning up to a negative action or righting a wrong so customers don’t run for the door. Time and again, this approach has proven to be ineffective. Customer retention is achieved only if a company has a history of putting the customer first, through both the good and the bad.