Building the trust of customers with Don Peppers


Creating Customer Value, Building the trust of customers with Don Peppers, December 2008.

There are many methods for building the trust of customers, but which work the best? In this installment of our Creating Customer Value podcast series, Don Peppers discusses the effectiveness of customer testimonials and word of mouth. He provides tips for new companies looking to build the confidence and trust of new customers.


  Building the trust of customers with Don Peppers  

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Don Peppers
Don Peppers

Recognized for over a decade as a world-renowned expert, entrepreneur and thought leader on customer-focused relationship management strategies for business, Don Peppers is an acclaimed author, influential speaker and a founding partner of the customer-centered management consulting firm, Peppers & Rogers Group.

Fast forward to questions that interest you most.

  • 00:25 What are some strategies we can use for building our customer's trust in our product? I've heard that customer testimonials are effective; do you agree? Do you have any additional suggestions?

  • 05:42 As a new consultancy, what can we do to build customer confidence in our services, with no previous customers to vouch for us?

  • 08:35 My company is looking to make some major changes to our product that we feel will open us up to a wider customer base, however, we are concerned with alienating our current, loyal customer base. What can we do to retain the trust of our current customers during this transition?

      Related resources on customer trust  


This was first published in December 2008

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