Trust services

We provide advisory consulting services to assist companies build and protect trust with customers so that they have the confidence to continue doing business with them.

Trust goes beyond fighting frauds and negative experiences (albeit such occurrences damage trust) and includes issues of brand perception derived through broad user experiences and engagement, as well as public perception.

The level of trust directly impacts acquisition of customers, the activity and retention of existing customers, customer contact rates to customer support and many other areas of business: trust impacts the bottom line.

We undertake initiatives such as:

• Research and analysis to identify customer trust issues
• Site audits to identify design changes that reduce bad user experiences
• Review and advice on policies, detection models and tools, and their enforcement
• Technological deterrents to site misuse and fraud
• Audits of customer support operations; and
• Advice on engaging methods to educate customers

We have extensive experience in devising business-wide strategies for consumer trust.