Culture of Trust for Customer Experience Management

The absolute most important aspect of customer retention is culture. Culture is the way things are thought about, talked about, and done. If TRUST is the basis for any long-term relationship, then a culture of trust is essential to customer retention. Two great examples are Kimpton – a boutique hotel chain, and Cisco Systems. From the blog Customer Experience Optimization: Living Your Brand Promise, at http://customerexperience.vox.com (2:02).