Imagine for a moment you run a package delivery business. Now picture what the most effortless customer experience might look like.
I’m willing to guess your vision includes a simple, mobile friendly online system for customers to schedule pickup, track delivery, and pay. Just push a button. Consider it done.
I’m also willing to guess your vision doesn’t include the customer inspecting every inch of your delivery van, then insisting to drive it. That’s your job, right?!
Yet this is what happens when trust is lacking in a business relationship. If your customers do not trust you, their experience will be far from effortless.