Is operational transparency conducive to building customer trust?

I found this presentation on Trust through Transparency by HBS’ Michael Norton very instructive.  According to Michael, operational transparency [or showing your work to your customers] can improve customer relationships:

“Think about all the places where you’re doing an enormous amount of work for your customers—and they have no idea that you’re doing it.”

About Arie Goldshlager

Customer Insight, Customer Strategy, and Innovation Consultant
This entry was posted in Customer Experience, Customer Insight, Customer Service. Bookmark the permalink.

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