John Phillips
John Phillips March 20, 2024 Digital Trust

Trustworthy Communication for Customers

How can organizations effectively authenticate themselves to customers in every interaction across all communication channels to enhance trust, prevent fraud, and improve the customer experience?

Scammers exploit under-informed and over-trusting relationships. Organisation communication that is not authenticated cannot be proven to come from the organisation. This means the recipient can’t tell legitimate communication from scams. This means your customers can’t tell if it you or a scammer reaching out to them.

Improving consumer trust in the organisation will result in better relationships and increased use of commercial products and services.

Customer authentication is essential but not sufficient on its own. Organisation authentication enables mutual trust and reduces customer (and Organisation) risk.

We take simple steps to identify actionable answers to the question: “In what way(s) can we authenticate ourselves to our customers in every communication on every channel?” 

The result is identified treatments and tactics, ranging from the simple, immediate, to the more complex and long term. 

Importantly, addressing this issue not only enables a very positive marketing message, but the actions that can be taken will bring the customer into a closer and more trustworthy relationship with the organisation. 

A true win-win.

Here’s our 1 minute video on Trustworthy Communication for Customers:

About the Author
John Phillips
John Phillips John believes that there are better models for digital trust for people, organisations, and things on a global scale. He sees verifiable credentials, trustworthy communication, and trustworthy identifiers as a disruptive force for change for good, and wants to be a catalyst for that change, helping people and organisations navigate their way to a better future.

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