Table Stakes
Promises are made to be broken
With Amalia Goux
Show notes
The conversation explores the importance of a company's customer promise and the impact of trust friction on customer experience. It delves into the distinction between brand slogans and customer promises, the process of building a customer promise, and the balance between global brand consistency and local cultural relevance.
Takeaways
- Trust friction is the most dangerous friction in any business.
- A customer promise is a contract, not just a claim or slogan.
Chapters
- 00:00 The Danger of Trust Friction
- 18:25 Building a Customer Promise
- 27:22 Balancing Global Consistency and Local Relevance
