Comments on: Thoughts on Trust http://blog.ciuksza.com/2010/04/thoughts-on-trust/ A conversation about entrepreneurship, generational issues, marketing, graphic design and Pittsburgh. Mon, 13 Jun 2011 17:13:17 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Albert Ciuksza Jr. http://blog.ciuksza.com/2010/04/thoughts-on-trust/comment-page-1/#comment-375 Albert Ciuksza Jr. Wed, 19 May 2010 17:51:46 +0000 http://blog.ciuksza.com/?p=253#comment-375 <p>First, thank you for your compliments.</p> <p>Second, I don't know how great we are at understanding trust, either as marketers or consumers. As marketers, we have yet to figure out what trust means to the customer, especially since the concept of trust is so individual. As consumers, there are so many things that impact what trust means when we're interacting with a company. For instance, how does a brand with low trust begin to gain trust (think banks)? How does a brand with high trust (Tiger Woods) blow it and can it ever be recovered?</p> <p>Third, your Sprint example -- should the company really care about your trust? On the surface, probably -- your trust will likely make you happier with their service and increase the likelihood that you'll stick around. However, you're signed on for two years and the only thing that REALLY matters to mobile providers is the closing argument, i.e. can they give you a good enough deal (or phone or service) to keep you around at the end of the contract? You like your new phone better, right? Would you then abandon Sprint today? For a $175 cancellation fee, I'd doubt it. Unfortunately, that type of policy bleeds into other companies to the point that no one trusts anyone. And that's what we need to fix.</p> First, thank you for your compliments.

Second, I don’t know how great we are at understanding trust, either as marketers or consumers. As marketers, we have yet to figure out what trust means to the customer, especially since the concept of trust is so individual. As consumers, there are so many things that impact what trust means when we’re interacting with a company. For instance, how does a brand with low trust begin to gain trust (think banks)? How does a brand with high trust (Tiger Woods) blow it and can it ever be recovered?

Third, your Sprint example — should the company really care about your trust? On the surface, probably — your trust will likely make you happier with their service and increase the likelihood that you’ll stick around. However, you’re signed on for two years and the only thing that REALLY matters to mobile providers is the closing argument, i.e. can they give you a good enough deal (or phone or service) to keep you around at the end of the contract? You like your new phone better, right? Would you then abandon Sprint today? For a $175 cancellation fee, I’d doubt it. Unfortunately, that type of policy bleeds into other companies to the point that no one trusts anyone. And that’s what we need to fix.

]]> By: Haseeb http://blog.ciuksza.com/2010/04/thoughts-on-trust/comment-page-1/#comment-374 Haseeb Wed, 19 May 2010 16:01:07 +0000 http://blog.ciuksza.com/?p=253#comment-374 First off, I must admit that I am very impressed by your blog in general. As someone who has had difficulty in scouring the internet for useful blogs, twitter posts or similar tools, this blog comes as a reawakening. The world as we know it is in transition and some fundamental deeply entrenched notions are  being challenged everyday because of the new dynamics in play. I think trust is a very important issue for me as a consumer and as a person. I think most humans have the ability to tell whether the other person is being genuine or not. In this age of information, consumers ,such as myself, are so aware that people should think twice before trying to mislead another. As an example, I went to the sprint store to have my phone fixed. I knew the phone had similar issues reported by countless sprint customers and that the hardware itself was reportedly buggy. The first response of the sales person would have been to have it immediately replaced, but he did not. He made me go through the repair shop process which obviously did no good and eventually my phone had to be replaced. That was a breach of trust for me because I knew what the sales person assumed I did not and he tried to apply the typical maneuvers to avoid a replacement. The new phone performs noticeably (and I mean noticeably) better than the one I gave in. No crashing, no memory leaks, no problems! It even looks slightly better and feels better as well. That has made me wonder .... First off, I must admit that I am very impressed by your blog in general. As someone who has had difficulty in scouring the internet for useful blogs, twitter posts or similar tools, this blog comes as a reawakening. The world as we know it is in transition and some fundamental deeply entrenched notions are  being challenged everyday because of the new dynamics in play. I think trust is a very important issue for me as a consumer and as a person. I think most humans have the ability to tell whether the other person is being genuine or not. In this age of information, consumers ,such as myself, are so aware that people should think twice before trying to mislead another. As an example, I went to the sprint store to have my phone fixed. I knew the phone had similar issues reported by countless sprint customers and that the hardware itself was reportedly buggy. The first response of the sales person would have been to have it immediately replaced, but he did not. He made me go through the repair shop process which obviously did no good and eventually my phone had to be replaced. That was a breach of trust for me because I knew what the sales person assumed I did not and he tried to apply the typical maneuvers to avoid a replacement. The new phone performs noticeably (and I mean noticeably) better than the one I gave in. No crashing, no memory leaks, no problems! It even looks slightly better and feels better as well. That has made me wonder ….

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