Episode #144
The Friction of Broken Trust
Trust isn’t built by what your company says. It’s built by what your team and customers experience every day. In the first episode of Where’s the Friction?, Culture of Convenience founder Jeff Kahler explores what it really takes to build trust in business, and why the biggest gaps between leadership’s intentions and the customer experience often go unnoticed. Drawing on lessons from building businesses in the restaurant and e-learning industries, Jeff shares why declaring a standard is only the beginning. The real test is whether that standard makes it all the way through your organization to the frontline employees and customers you serve. You’ll learn: • Why trust is built in the gap between what you promise and what you actually deliver • How leaders can get closer to the honest feedback they rarely hear in meetings • Why reducing friction starts with personally living the standards you expect from your team Great company culture isn’t a mission statement on the wall. Customer experience isn’t something you can simply delegate. And trust isn’t something a business gets to declare for itself. You have to earn it... one interaction at a time.
