With recent data leak incidents, customer trust in technology has declined. As per the 2018 Edelman Trust Barometer, users in 16 out of 28 countries are steadily losing faith in tech. Moreover, 64% of the respondents do not believe that IT does any good for society. How do companies leverage technology if their clients are against it? In this Business 2 Community article, Sean Caputo shares 3 tips by which companies can regain customer trust in technology.
Regaining Customer Trust in Technology
Lack of transparency is also costing companies trust issues. As per the 2018 Accenture Strategy Competitive Agility Index, 54% of companies encountered customer trust issues in recent years. They are also losing money and, worst, consumer loyalty. New technologies like AI, RPA, and blockchain can make the system more transparent. However, technology alone cannot solve trust issues. Following are the 3 ways companies can regain customer trust in technology:
- Using Technology That Garners Trust: Customer trust would increase if companies maintain transparency in their business dealings. Everyone wants to access reliable information, so you can use mobile apps to fulfill this customer demand. JetBlue and JustFly display all the flight information in details.
- Update as Per Data Guidelines: GDPR was implemented to look after customer privacy. Companies must abide by such laws to regain customer trust. Conduct training programs to let your employees know how to comply by these laws while using consumer data.
- Revamp Company Culture: Customer trust builds on your company culture and not the use of modern technology. IT executives and leaders should transform their vision into a more customer-centric IT strategy. This will filter down to the bottom. HCL Technologies has a booming culture that encourages employees to contribute their ideas through “ideapreneurship”. Instead of trading customer trust, companies must utilize technology to create an environment that values human emotions.
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