10-QUESTION "TRUST HEALTH CHECK"

Use this free 10-question scorecard to identify your blind spots and take immediate action to earn and protect customer trust.

You’ll Learn:

• Whether you’re unknowingly losing trust

• Which simple changes deliver fast loyalty wins

• How to score your trust performance in minutes

Perfect For: Small business owners, founders, and service providers

Can Customers Trust Your Brand?

THE CX AUDIT CHEAT SHEET

You’ll Get:

• A breakdown of the 4 Trust Pillars with examples

• How to spot issues across the 5 stages of the customer journey

• The top 3 trust-breaking mistakes (and how to fix them)

Bonus: Includes a 5-minute action checklist to boost your CX this week

The One-Page CX Audit Cheat Sheet for Busy Founders

3 TRUST-BUILDING CX FIXES TO RETAIN MORE CUSTOMERS—FAST

What’s Inside:

• The right words to use when delivering bad news

• A quick huddle structure to keep your team aligned

• A follow-up message flow that turns one-time buyers into return clients

Great For: Founders, support teams, and anyone tired of losing good customers

Other Useful Resources to Transform Your Customer Journey

50 Customer Touchpoints

Recommended Reading: CX Booklist

Leading Calls_Conversations Toolkit

Sources

At Elrington Experience, we ground our strategies in proven research and industry expertise. Here are the resources that informed this content:

Reichheld, Frederick F., and David W. Kenny. "The hidden advantages of customer retention." Journal of Retail Banking 12.4 (1990): 19-24.

Lemmens, Aurélie, and Sunil Gupta. "Managing churn to maximize profits." Marketing Science 39.5 (2020): 956-973.

Poddar, Bharat, et al. "CEOs Need a Customer Experience Revolution—Not an Evolution." URL: https://www. bcg. com/publications/2021/customer-experience-as-a-business-imperative (2021).

Kumar, Vipin. Managing customers for profit: Strategies to increase profits and build loyalty. Prentice Hall Professional, 2008.

Yalçın, Nursel, and Utku Köse. "What is search engine optimization: SEO?." Procedia-Social and Behavioral Sciences 9 (2010): 487-493.

This will be updated as new sources are used.