Where trust leaks
See where trust leaves your customer journey
Five common uncertainty moments. Select each one to reveal the communication breakdown behind it — and what to do instead.
Where trust leaks
Five moments where your customer has to wonder
Follow the journey from uncertainty to clarity. Select a moment to see the communication breakdown behind it.
Use the arrow keys to move between the five moments, Enter or Space to reveal the communication breakdown, and Escape to hide it.
First contact — communication breakdown
No acknowledgment means the customer has to assume. Assumption becomes a second message, then a call, then doubt about the whole business.
Every time your customer has to wonder, trust is leaking.
Ready to stop the leaks?
Start with a Trust Leak Scan™ and turn these moments into a clear, prioritized improvement plan.