Responding to the Decline in Customer Loyalty | Accelerate Success with Lorraine Moore

There’s been a really interesting shift across the planet. Consumers are placing more trust in the Airbnb person who has a photo (that may not even be theirs) on a website, than they do in the Four Seasons, which is a world-renowned brand, offering four and five-star experiences.

People look at the Airbnb person who is renting out their second home or their apartment as someone who is like them, someone who’s just looking to do a few extra things to get by. When they look at the Four Seasons, the big bank, the insurance company, or their government, it’s with less trust and much more suspicion.

So what does that mean?

It means if you’re an independent business owner or you’re a small business owner, you may have a significant edge over large service providers because there is an inherently greater trust and confidence that you have integrity and that you will follow through on your commitments.

If you’re a large organization it means you need to think about how you are creating trusted relationships, emulating the smaller organizations so that you can establish trust and loyalty with your customers.

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