Consumer Experience and Trust

Probably mostly because trust contains many components.  Both long and short term aspects.    Both experience and influencer based.

Why is CX Not Impacting Trust?
By Gautam Mahajan  

CustomerThink has conducted a study on CX and its relevance. They find that the CX index and the CSat index has not gone up in the last few years, but the CX spend has.

The question is if CX is so important, and if so much work and money is going into it, why is CX Index not improving?

Trust is declining in business…
Take the example of trust. One aspect of doing business is trust. And business trust is going down or is low, in spite of CX efforts. Is trust an experience? It certainly is impacted by experience.

What people are finding is that buyers distrust sellers’ information. The buyers experience ranks 7th out of the 15 items studied as being a reliable source of information. Buyers rely on product demos, user reviews, vendor websites, free trials etc.

We can argue some of these are experience based, but they may well not be.  ....  "