Breaching the trust thermocline

How to avoid a gradual erosion of trust by maintaining consistent communication, engagement, and managing expectations.

Hi,

I think about trust a lot; probably too much. I think about trust with my wife, my collaborators, and my customers all the time.

Maintaining trust with customers is a critical part of building a sustainable career. Customers don’t just invest their money in a brand. They also invest their time, energy, and emotional engagement in the products they create.

Often, customerss stick with companies for years, or even decades, building up a ton of trust with them. We often take that trust for granted, but it’s not given. We are constantly gaining and losing trust with our customers.

If that trust erodes too much, customers may walk away from our brand, leading to a collapse in sales, engagement, or even word-of-mouth recommendations.

This can happen suddenly, often without warning, but it doesn’t occur after one bad incident or overnight. In fact, it’s a gradual process, and understanding how to avoid breaching the trust thermocline can help entrepreneurs build and maintain long-term, loyal …