{"id":14346,"date":"2019-02-27T15:10:25","date_gmt":"2019-02-27T15:10:25","guid":{"rendered":"https:\/\/rsoftsolution.com\/blog\/when-brands-violate-customer-trust-its-tough-to-win-it-back.html"},"modified":"2019-02-27T15:10:25","modified_gmt":"2019-02-27T15:10:25","slug":"when-brands-violate-customer-trust-its-tough-to-win-it-back","status":"publish","type":"post","link":"https:\/\/www.rbsitsoftwaresolution.in\/blog\/when-brands-violate-customer-trust-its-tough-to-win-it-back.html","title":{"rendered":"When brands violate customer trust, it\u2019s tough to win it back"},"content":{"rendered":"

Trust is a fundamental building block of any healthy relationship, whether that\u2019s between individuals or companies and customers. If you can\u2019t trust the company you are doing business with to do the right thing by you, it\u2019s hard to continue the relationship. Too often, we have seen this trust broken when it comes to data sharing.<\/p>\n

Last week, a Wall Street Journal article<\/a> revealed a practice of apps sharing highly personal data with Facebook without user knowledge, whether the user had a Facebook account or not. In a follow up article, the WSJ listed all 11 apps<\/a> in its study (five of which stopped sharing data after being contacted by the publication). These included ovulation and heart monitoring apps.<\/p>\n

Whatever the reason, if your users aren\u2019t aware that you are sharing their data\u00a0 in this fashion, and that would appear to be the case, then it\u2019s a gross violation of trust between user and brand. Marc Benioff, <\/a> co-CEO and co-founder at Salesforce has often stated, trust is one of the primary components of a healthy brand-customer relationship. If you mess that up, it\u2019s going to be very tough going for you as a business.<\/p>\n

In an interview in September<\/a> with Bloomberg\u2019s Emily Chang, Benioff had this to say about trust. \u201cEvery CEO needs to ask themselves what is the most important thing to you. What is the most important thing to your company? What is your highest value? I know our highest value at Salesforce is trust. Nothing is more important than the trust that we have that we have with our customers or employees or partners or our top executives,\u201d Benioff explained.<\/p>\n

He went onto say when companies misuse customer\u2019s data, they are breaking that trust and that could involve losing key personnel or customers. \u201cWhen you see top executives walking out. When you see customers questioning your privacy practices or how you\u2019re using or misusing their data or how you\u2019re misusing partnerships, you need to listen. You need to wake up. You need to [ask] what is going on. It\u2019s very serious,\u201d Benioff said<\/p>\n

If Benioff is right, and trust is the basis of all business relationships, then you\u2019re playing with fire when you abuse the trust by sharing data with third parties without your customer\u2019s knowledge, and sooner or later that\u2019s going to come back and bite you as a brand.<\/p>\n

Let\u2019s face it, people stop using apps for a variety of reasons that have nothing to do with something as fundamental as trust. It could just be buggy or slow, but when the app is sending data to another company without user knowledge, it\u2019s easy enough to just remove it from the phone and find another one that doesn\u2019t do that (or at least you hope it doesn\u2019t).<\/p>\n

For brands, perception is everything. If people begin to think you are not looking out for their best interests, or are putting profit over common sense protections, it becomes difficult to turn around those negative feelings, once they begin to harden.<\/p>\n

If the brand continues to abuse its users time and again, it will eventually have an impact on revenue and begin to hurt your relationship with your existing customer base, and your ability to attract new customers to your products and services.<\/p>\n

It seems like a risk that would be too big to take, yet we see brands take these risks time and again. If you don\u2019t want to go that route, it\u2019s pretty easy to prevent. Do right by your customers and they\u2019ll continue to believe in you \u2014 or don\u2019t, and watch what happens.<\/p>\n

\n

Your customer\u2019s online journey is only part of the story<\/a><\/p>\n<\/blockquote>\n

\n

Article source: http:\/\/feedproxy.google.com\/~r\/techcrunch\/social\/~3\/edWKNkFy3GM\/<\/p>","protected":false},"excerpt":{"rendered":"

Trust is a fundamental building block of any healthy relationship, whether that\u2019s between individuals or companies and customers. If you can\u2019t trust the company you are doing business with to <\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2}},"categories":[3],"tags":[10,7,14,15,6,12,11],"class_list":["post-14346","post","type-post","status-publish","format-standard","hentry","category-latest-update","tag-computer-news","tag-downloads","tag-microsoft-download-news","tag-networking-updates","tag-technology-update","tag-wordpress-plugin-download","tag-wordpress-theme-download"],"aioseo_notices":[],"aioseo_head":"\n\t\t\n\t\n\t\n\t\n\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t