This article was based on the interview with Gary David by Mark Slatin for The Delighted Customers Podcast with Mark Slatin. Listen to the original episode here:
Trust is a crucial aspect of any relationship, whether it be personal or professional. In the podcast interview, Gary David, PhD emphasizes the importance of earning trust through social connection.
He discusses how being seen as a member of a group or tribe automatically increases trust, as individuals are more likely to trust someone who they perceive as being like them. This social accomplishment of trust is not just an individual feeling, but rather a collective effort to build connections and demonstrate alignment with others.
Gary also highlights the significance of critical thinking and developing analytic skills to generate insights that can lead to innovative ideas and solutions. By being able to think for oneself and not just be contrarian for the sake of it, individuals can establish credibility and trust with others. Trust, as Gary mentions, is a social accomplishment that requires demonstrating who we are, how we align with others, and how we are connected with those we seek to build trust with.
In the realm of customer experience, earning trust through social connection is equally important. By understanding the social identities of customers and aligning experiences with their values, beliefs, and preferences, companies can build strong relationships and drive loyalty. Building trust through social connection involves creating experiences that resonate with customers on a personal level, making them feel understood and valued.
Furthermore, Gary’s discussion on experience design and the intersection of arts, sciences, social sciences, and business highlights the importance of a holistic approach to building trust through social connection. By integrating various disciplines and perspectives, companies can create experiences that are not only innovative but also deeply engaging and meaningful to customers.
Delivering experiences that align with social identity is crucial for building strong relationships with customers, driving loyalty, and standing out in the market. By understanding the intersection of identity and customer loyalty, companies can build lasting connections and drive business success. Embracing sociological insights and leveraging social identity in customer experience strategies can help companies create meaningful and memorable experiences that resonate with their customers. Trust through social connection is not just a goal to strive for, but a fundamental aspect of building successful relationships in both personal and professional settings.
