Consumer trust, consumer experience and risk management

Consumer trust, consumer experience and risk management

Sep 25th, 2014

Consumer trust, consumer experience and risk management

A recent article by Michael Lowenstein indicates that customer trust is the connective tissue that holds customers, brands, and enterprises together; and, without trust, these connections would quickly dissolve.” Over the last few years Riskope have spent a lot of R&D funds and efforts to study the relationship between public perception of risksrisk assessments and crises developments, coming to the same conclusions. 

If trust is not built through at least:

  • transparent and rational risk assessments,
  • proper internal and external communication and

  • true dialogue between projects’ proponents, operational entities, governmental agencies and the public,  

then projects, operations, initiatives are inevitably rejected, boycotted; protests can even degenerate into violence.

 At Riskope we recognize that what drives customer trust works as well for good risk management and the resulting social licence to operate! Examples abound in Italy and the rest of Europe, and, of course, world-wide where poor communication has lead to significant difficulties.

 I invite you to read the excellent blogpost by Michael Lowenstein keeping in mind this parallelism between customer care, risk and crisis management and the need to foster and maintain your social license to operate. An integrated customer centric communication/experience plan can be fully integrated with risk/crisis assessment/management plans, yielding impressive ROI on smoother and more efficient operations, higher (internal/external) satisfaction and awareness and fostering/preserving you social license to operate.

 

Tagged with: , , , , , , , , , ,

Category: Consequences, Crisis management, Mitigations, Risk analysis, Risk management, Tolerance/Acceptability, Uncategorized

Leave a Reply

Your email address will not be published. Required fields are marked *

Riskope Blog latests posts

  • Landslides risk assessment and monitoring
  • 8-03-2023
  • During the first couple decades of our professional life we worked extensively with Landslides risk assessment and monitoring in the…
  • Read More
  • Societal risk acceptability in the Canadian House of Commons
  • 1-03-2023
  • We are very pleased to see the notion of societal risk acceptability in the Canadian House of Commons, emerge publicly…
  • Read More
  • Multi dimensional Consequences
  • 22-02-2023
  • Multi dimensional Consequences approaches take into consideration the varied losses that a failure can generate. Thus they allow for a…
  • Read More
  • Get in Touch
  • Learn more about our services by contacting us today
  • t +1 604-341-4485
  • +39 347-700-7420

Hosted and powered by WR London.