“Trust” As A Business Strategy for The New Customer Experience

The PORTER CUSTOMER INSTITUTE released for publication today on social platform LinkedIn CEO William Porter's latest article, "Trust" as a business strategy for The New Customer Experience? A brief excerpt of the article is included below.

Building trust and solving complex problems for today’s regulatory environment.

Thus, opens the homepage today for global accounting giant PricewaterhouseCoopers.

While my article several weeks ago in LinkedIn - “Trust: Lingua Franca for the Post COVID Customer Experience” - spoke to the general importance of “Trust” in uncertain times, for this piece today I want to focus entirely on “Trust as a company strategy” in the next few years. Especially if you’re in the “Professional Services” business.

So back to the opening lines. PwC is all about Trust. Managing Risk. Security. Reliability.

Is this what your organization is all about? Is known for? Could be known for?

Accounting firms. Attorneys. Physicians. Architects. Engineers. Consultants. All fall under the professional services category.

All professional services companies are ultimately in the “Trust business”. In future years, these organizations will evolve quickly as technologies like Artificial Intelligence ( AI ) and 5 G start taking over some of the most basic and labor-intensive aspects of their professions.

One good example would be “basic tax audit services” traditionally performed by Accounting firms. New software programs, new apps and AI will automate this function and several others, freeing up accounting professionals to concentrate on more complex and unique accounting and regulatory issues – plus it will elevate more experienced professionals to a higher value “consultative” role.

In future years, I also believe that these organizations will take a more direct role in effecting change.

Driving Growth. Profitability. Expanding Market Share.