Trust is a driver of loyalty but do we always know the best way of quantifying how much customers trust us?
Stephen Hampshire gives an overview of this complex topic. He'll start by giving you an introduction to the theory and practice of understanding Trust and then will look at how to measure it - including some ideas on what to include on your questionnaire to capture a Trust score.
Client Manager @ TLF Research
After 23 years in customer insight, Stephen's view is different to most. He believes that creating great customer experiences is simple (though rarely easy). Insight comes from asking customers the right questions, and listening to what they say. Building a customer-focused culture is more important than improving your processes. Proving the ROI of customer experience is easier than you've been told.
Stephen stays abreast of the latest thinking in customer insight and analysis so that you don't have to. He combines straightforward reviews of cutting-edge techniques with real life stories to engage with his audience, leaving them inspired to make change.
Outside of work he’s also a keen photographer, craft beer buff, and probably owns too many stringed instruments.
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