On this episode of the Customers First Podcast, I welcomed back Natalie Doyle Oldfield, founder of Success Through Trust and author of her newly released book, “Trusted: The Proven Path to Customer Loyalty and Business Growth.” Natalie’s expertise in trust-based relationships serves as a cornerstone for businesses aiming for customer satisfaction and deeper loyalty and growth.
We dive into the journey that led her to write her second book and the significant findings derived from her research into the essence of customer trust.
Natalie shares her passion for understanding the motivations behind consumer behaviour and the crucial role trust plays in whether businesses succeed or falter. We delve into the eight principles outlined in “Trusted,” starting with the necessity of deep listening imbued with empathy and compassion. It is about understanding and validating the other person’s experiences and perspectives, which is vital in any professional engagement.
As we unpack the subsequent principles, Natalie emphasizes the importance of clear, honest, and transparent communication. Our conversation also touches on behaviours that can erode trust, including inconsistency and dishonesty, and how leaders can operationalize trust-building practices within their teams.
As our dialogue unfolds, it becomes clear that genuine trust is the path to customer loyalty. Natalie urges listeners to recognize that relationships are at the heart of every successful business transaction, emphasizing that when individuals feel trusted and valued, they are likely to reciprocate that loyalty. Throughout this episode, it’s evident that trust is not just an abstract concept; it is a measurable and actionable factor that every business can aspire to enhance.
To fully grasp the depths of these principles and the practical insights shared, I encourage you to pick up a copy of Natalie’s book, “Trusted.” You’ll find a wealth of information and actionable steps to implement immediately to foster trust in your organization.
Timestamps:
5:12: Principles of Trust Unveiled
12:29: Communicating with Clarity
25:45: Commitment to Long-Term Relationships
31:14: Best Practices for Long-Term Success
Natalie’s Contact Information:
LinkedIn: @nataliedoyleoldfield
Website: https://www.successthroughtrust.com
Book Link: Trusted
Tacey’s Contact Information:
All Social Media: @taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!