There is the classic scenario where a customer brings in a faulty device just a day out of warrantee. Or a clearly worn item is being returned for a refund. Both of these cases usually result in the person in the role of Customer Service failing to live up to the title of the position.
The way the brain determines whether something is true or false is key to our understanding why something that is false may appear to be true, why we can still be conned despite being educated, smart and successful and why search and marketing are now wading in that grey zone where facts and advertising hyperbole create an uneasy mix.
Remember the 80s? A time when a brand used to pay a six figure sum for some well-known actor to get on TV and tell us in 40 seconds or less how great the brand was?
News that “Bernard Madoff's victims will soon recoup another $252 million from the trustee unwinding the swindler's firm, boosting their total recovery to $9.72 billion.” raises the obvious question of how was it possible for him to dupe so many people for so long to such an extent?
Reality, as we know it, has become fragmented. That’s not necessarily a bad thing so stick with me for a moment. Something becomes fragmented when specific elements within it acquire sufficient weight to exist on their own forming, in the process, entire worlds as deep as the parent they split away from.
When it comes to generating trust in a digital video environment, we frequently take into account factors such as appearance, setup, form, style, expertise, knowledge, and subject matter, which are all important elements. But none of these will work quite the way you expect them to if there is an ingredient missing from the equation. That ingredient is engagement.
Narrative is story-telling. Whether that story-telling is used to develop an individual’s sense of self https://en.wikipedia.org/wiki/Narrative_identity or a brand’s identity https://goo.gl/GvtYtU the role is the same. It provides a set of attributes:
What if I were to tell you that everything you do can be improved upon by you? That you can learn to do everything better. Nothing can exist if the mind cannot think it. Because in order for us to actually see something, much less understand it, our brain has to understand the component parts that make it possible and then compute the way that they behave in relation to each other, everything that occurs within our heads is the result of semantic connections.
When there is sufficient contact between two or more entities, over time, what started out as a Deterrence Based Trust relationship that was carefully framed by boundaries and edged with potential punishment now becomes a more equitable and better balanced Knowledge Based Trust (KBT) one.