Have you ever stopped to consider what lies at the heart of every business transaction? Beyond technology, uptime and pricing, there is something far more crucial at the core. It’s the silent commodity that’s bought and sold with every transaction: trust.Since 1997, I’ve consistently highlighted monitoring’s vital role to stakeholders, showing how it’s tied to revenue, reputation and reliability.
We place our faith in beauty brands, trusting that when we buy expensive face serums, we’re not smearing poison on our skin. We rely on the security of mobile banking, trusting that our money will transfer safely. It’s this deep-seated trust that has propelled brands like Microsoft, Apple, Tesla, Nordstrom, GAP and Costco to the pinnacle of success—they’re not just selling products or services. They’re offering the assurance that builds communities of loyal customers.
Remember, the consequences of a loss of trust might not initially seem related to the cause. Minimizing latency’s effect on trust is like ignoring how a passenger’s forced exit hurt United's shares. A good user experience, after all, is about respecting the customer’s time. A manager who cares about customer service in a physical store will help people in line quickly because their time matters. If he just stands there while people wait, they'll leave.