Building trust vs exploiting user confusion

In which of these 2 scenarios, will a sales rep sell more blenders? a) She nails the demo, flawlessly blending a smoothie in front of potential customers b) Same exact pitch, but when she pours the smoothie, she spills it all over the table Dr. Richard Wiseman conducted this exact study. More people bought the blender when she made an absolute mess. This phenomenon is called the "other shoe effect." The underlying principle: We instinctively know people aren’t perfect. So when someone appears too polished in high-stakes moments—job interviews, pitches, first dates—part of our brain asks: “What are they hiding? When does the other shoe drop?” The longer someone appears flawless, the more suspicious we get. This creates a dangerous cycle: • You try to appear perfect in the first impression • The other person's brain gets increasingly distracted wondering about your hidden flaws • When your imperfection finally shows (and it will), it hits much harder than if you'd acknowledged it upfront I learned this the hard way. When I first wrote Captivate, I tried to sound like an academic. My editor called it out: “This doesn’t sound like you.” So I rewrote the intro to be me, very me in a vulnerable way: “Hi, I’m Vanessa. I’m a recovering awkward person.” That vulnerability built instant trust. By dropping my shoe early, I built trust immediately and let readers know they were in good company. This is also how I introduce myself in conversations, and I have noticed everyone laughs and relaxes when I say it. There are a couple situations where you can actively use this effect: • Job interviews: After sharing your strengths, say "One area I’m still growing in is public speaking—which is why this role excites me." • Investor pitches: After a strong open, confess: "One challenge we’re still working through is [X], and here’s how we’re tackling it." • Team meetings: Proactively raise project risks, then offer a solution. Don’t let others discover it first. Rules to remember: • Choose authentic vulnerabilities, not fake ones • Drop your shoe AFTER establishing competence, not before • Pair vulnerability with accountability - show how you're addressing it Remember: The goal isn't to appear perfect. It's to appear trustworthy. And trustworthy people acknowledge their imperfections before others have to discover them.

Here's a proven way to build trust among customers. Recently, I saw two contrasting responses in customer service in a span of 2 days. The first was at a new restaurant that we were checking out. Like I do quite often, I asked - what do you recommend in seafood? The server pointed at a particular dish and said with a big smile - this one is good. I asked him - is it too spicy? Not at all sir, it is not spicy at all. Only to be proven very wrong in a matter of a few minutes! 🔥 🔥 The second was at a salon, where the guy was telling me about a new natural moisturizer brand they are using. I asked if he was sure it didn't have chemicals. He looked curiously at the bottle for a moment and then replied - "pata nahi sir, abhi check karke batata hoon" [I don't know sir. I will check and tell you right away] Contrasting, isn't it? Saying "I don't know" is a bit of a blow to the ego, right? After all, isn’t a business supposed to have all the answers? Not really. A business is not expected to have all the answers. The truth is - pretending to know everything can actually hurt your credibility. Customers value honesty and effort far more than a polished but false response. The most honest, trust-building phrase in customer service is not - “We’re here to help.” It is “𝗜 𝗱𝗼𝗻’𝘁 𝗸𝗻𝗼𝘄—𝗯𝘂𝘁 𝗜’𝗹𝗹 𝗳𝗶𝗻𝗱 𝗼𝘂𝘁.” Today, customers can spot when someone’s winging it. A vague or wrong answer can erode trust faster than silence. And when trust is broken, you lose not just one customer—it’s their referrals, reviews, and the goodwill they could have spread about your business. On the other hand, admitting “I don’t know” (and following up with a solution) shows humility, honesty, and a commitment to finding the correct answer. It’s the kind of moment that transforms a transaction into a relationship. Here’s how you can ace the art of “I don’t know” without compromising on a great customer experience: 👉 𝗙𝗼𝗹𝗹𝗼𝘄 “𝗜 𝗗𝗼𝗻’𝘁 𝗞𝗻𝗼𝘄” 𝘄𝗶𝘁𝗵 “𝗟𝗲𝘁 𝗠𝗲 𝗙𝗶𝗻𝗱 𝗢𝘂𝘁” Always pair honesty with action. Customers will appreciate your willingness to go the extra mile to find the right solution. 👉 𝗧𝗿𝗮𝗶𝗻 𝗬𝗼𝘂𝗿 𝗧𝗲𝗮𝗺 𝘁𝗼 𝗕𝗲 𝗖𝗼𝗺𝗳𝗼𝗿𝘁𝗮𝗯𝗹𝗲 𝘄𝗶𝘁𝗵 𝗨𝗻𝗰𝗲𝗿𝘁𝗮𝗶𝗻𝘁𝘆 Equip your team with the confidence to admit when they are unsure and the skills to research or escalate issues effectively. 👉 𝗦𝗲𝘁 𝗖𝗹𝗲𝗮𝗿 𝗙𝗼𝗹𝗹𝗼𝘄-𝗨𝗽 𝗘𝘅𝗽𝗲𝗰𝘁𝗮𝘁𝗶𝗼𝗻𝘀 If you need time to find the answer, give the customer a timeline. Then, stick to it. 👉 𝗙𝗼𝗰𝘂𝘀 𝗼𝗻 𝗘𝗺𝗽𝗮𝘁𝗵𝘆, 𝗡𝗼𝘁 𝗣𝗲𝗿𝗳𝗲𝗰𝘁𝗶𝗼𝗻 Customers don’t expect you to know everything. They expect you to care. Show them that their problem matters more than your pride. Saying “I don’t know” is not a weakness. It is strength. It signals honesty, commitment, and a willingness to grow. That’s what customers remember and rave about. Have you felt the power of "I don't know"? #customercentricity #customerservice #vinaypushpakaran

𝐎𝐧𝐞 𝐥𝐞𝐬𝐬𝐨𝐧 𝐦𝐲 𝐰𝐨𝐫𝐤 𝐰𝐢𝐭𝐡 𝐚 𝐬𝐨𝐟𝐭𝐰𝐚𝐫𝐞 𝐝𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭 𝐭𝐞𝐚𝐦 𝐭𝐚𝐮𝐠𝐡𝐭 𝐦𝐞 𝐚𝐛𝐨𝐮𝐭 𝐔𝐒 𝐜𝐨𝐧𝐬𝐮𝐦𝐞𝐫𝐬: Convenience sounds like a win… But in reality—control builds the trust that scales. We were working to improve product adoption for a US-based platform. Most founders instinctively look at cutting clicks, shortening steps, making the onboarding as fast as possible. We did too — until real user patterns told a different story. 𝐈𝐧𝐬𝐭𝐞𝐚𝐝 𝐨𝐟 𝐫𝐞𝐝𝐮𝐜𝐢𝐧𝐠 𝐭𝐡𝐞 𝐣𝐨𝐮𝐫𝐧𝐞𝐲, 𝐰𝐞 𝐭𝐫𝐢𝐞𝐝 𝐬𝐨𝐦𝐞𝐭𝐡𝐢𝐧𝐠 𝐜𝐨𝐮𝐧𝐭𝐞𝐫𝐢𝐧𝐭𝐮𝐢𝐭𝐢𝐯𝐞: -Added more decision points -Let users customize their flow -Gave options to manually pick settings -instead of forcing defaults -Conversions went up. -Engagement improved. Most importantly, user trust deepened. You can design a sleek two-click journey. But if the user doesn’t feel in control, they hesitate. Especially in the US, where data privacy and digital autonomy are non-negotiable — transparency and control win. Some moments that made this obvious: People disable auto-fill just to type things in manually. They skip quick recommendations to compare on their own. Features that auto-execute without explicit consent? Often uninstalled. It’s not inefficiency. It’s digital self-preservation. A mindset of: “Don’t decide for me. Let me drive.” I’ve seen this mistake cost real money. One client rolled out an automation that quietly activated in the background. Instead of delighting users, it alienated 20% of them. Because the perception was: “You took control without asking.” Meanwhile, platforms that use clear prompts — “Are you sure?” “Review before submitting” Easy toggles and edits — those build long-term trust. That’s the real game. What I now recommend to every tech founder building for the US market: Don’t just optimize for frictionless onboarding. Optimize for visible control. Add micro-trust signals like “No hidden fees,” “You can edit this later,” and toggles that show choice. Make the user feel in charge at every key step. Trust isn’t built by speed. It’s built by respecting the user’s right to decide. If you’re a tech founder or product owner, stop assuming speed is everything. Start building systems that say: “You’re in control.” 𝐓𝐡𝐚𝐭’𝐬 𝐰𝐡𝐚𝐭 𝐜𝐫𝐞𝐚𝐭𝐞𝐬 𝐚𝐝𝐨𝐩𝐭𝐢𝐨𝐧 𝐭𝐡𝐚𝐭 𝐬𝐭𝐢𝐜𝐤𝐬. 𝐖𝐡𝐚𝐭’𝐬 𝐲𝐨𝐮𝐫 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐰𝐢𝐭𝐡 𝐭𝐡𝐢𝐬? 𝐋𝐞𝐭’𝐬 𝐝𝐢𝐬𝐜𝐮𝐬𝐬. #UserExperience #ProductDesign #TrustByDesign #TechForUSMarket #businesscoach #coachishleenkaur LinkedIn News LinkedIn News India LinkedIn for Small Business

The numbers are staggering: 78% of companies track user data across platforms. But here’s the real issue: Most users don’t know how much of their behavior is being monitored. Most companies treat “consent” as a checkbox, not a commitment. And in a digital-first economy, trust is the most valuable currency. Case in point: A recent global study revealed that while data collection has surged, consumer trust in corporations has declined sharply. The tension is clear:  → Businesses need data to personalize experiences.  → Users want control, transparency, and ethical handling. The leaders who will win in this new era are those who move from:  “How much data can we get?” to “How can we earn lasting trust?” Privacy-first frameworks are emerging: Transparent opt-ins, not hidden clauses. User data vaults controlled by the individual. AI systems that process data without storing sensitive identifiers. The lesson is simple: Companies that build trust-first, track-second will outlast those who treat data like a commodity. So here’s my question for you: Would you rather buy from a company that personalizes aggressively, or one that promises minimal data tracking with full transparency? P.S. Dropping impactful insights that matter in my weekly newsletter every Saturday, 10 AM EST. Don't miss it. Subscribe right here! https://lnkd.in/gcqfGeK4

Ever felt surprised by subscription renewals or hidden costs? Let's talk about designing user experiences that avoid these surprises! In this post, we'll dive into the essential principles that shape Ethical UX Designs, ensuring users' journeys are both enjoyable and ethical! 1️⃣ Notify Me, Don't Surprise Me - Keep users in the loop about subscription renewals and give them the power to cancel hassle-free. No more credit card requests for free trials! 🙅♂️ 2️⃣ Highlighting the Whole Picture - let's spill the beans on both the pros and cons. Empower users with critical info before they decide, ensuring well-informed choices. 🏡 3️⃣ Defaults for Freedom - Let's respect users' autonomy by ditching those pre-selected options that might not align with their desires. Choices should be as individual as a thumbprint! 👍👎 4️⃣ User Experience First - Remember, happy users are loyal users. Prioritize features that genuinely enhance their experience, even if it's not a cash cow today. 🚗💨 5️⃣ Price Clarity, No Surprises - Show the total bill upfront, including sneaky taxes and fees. Building trust with upfront honesty makes for happy wallets! 💰 6️⃣ Spam Begone! - Let's respect users' precious time and sanity by limiting notifications to the relevant stuff. Decluttering is the new black! 📵 7️⃣ Privacy Unveiled - No more hiding in the fine print. Lay the cards on the table about data collection and usage. It's all about respect for the user's data! 🔍 8️⃣ Honesty is Chic - Say goodbye to shady sales tactics. Welcome users with arms full of genuine offers and promotions. Trust is the foundation! 🛍️ 9️⃣ Cancellation Made Easy - No more mazes to escape subscriptions! A simple 'cancel' button should do the trick. Goodbyes should be as easy as hellos! 👋 🔟 Permission First - Knock before entering! Always ask for user consent before touching their data. Transparent communication is the key! 🔒 ✨ Imagine a world where notifications aren't a nuisance, cancellations aren't a puzzle, and data isn't a mystery. We're here for that world! By respecting users' time, choices, and privacy, we're creating digital experiences that shine. Follow & Connect - Rohit Borachate #EthicalUX #userexperiencedesign #UserFirstApproach #ethicaldesign #userjourney #UXPrinciples #DesignEthics #usercentricdesign #uxresearch

I thought sharing the company’s cash flow showed transparency, until my team said it felt like watching their parents panic about money. In 2023, like many tech companies, we faced tough financial decisions. I believed the best way to build trust during uncertainty was to put everything on the table. During town halls, I openly shared balance sheets, cash flow, and even our exact bank balances. After one meeting, a respected colleague approached me privately and said, “Janine, I appreciate what you're trying to do, but this is too much information. I don’t need to see every detail—it just makes me anxious.” That feedback completely shifted my thinking. Transparency is essential, but it isn’t about showing every detail. It's about carefully choosing what to share, ensuring your team feels informed and empowered, not overwhelmed. Think of how parents handle tough financial times: They acknowledge challenges honestly, but don’t burden their kids with specifics beyond their control. They create stability and confidence, even if they're still figuring things out behind the scenes. As leaders, our role is similar: • Be honest about challenges without oversharing details that don’t help. • Provide context that's actionable and relevant. • Filter out information that causes unnecessary anxiety or confusion. • Communicate clearly and confidently about the path ahead. Trust isn't built by revealing everything. It's built through steady guidance, thoughtful transparency, and consistently keeping your word. I learned that the most effective transparency isn't about how much information you share, but choosing the right information to help your team move forward confidently. I'd welcome hearing from others who've navigated this balance between transparency and over-sharing.

You’ve been lied to.   And the liar wasn’t even human. Last year, Meta introduced AI-generated profiles. They looked, acted and interacted like real people. These profiles had names, photos and backstories.   They even engaged in conversations on Instagram and Messenger.   At first glance, they seemed innovative. But beneath the surface was a troubling reality. None of these profiles were real.   Take “Grandpa Brian,” for example. He claimed to be a retired entrepreneur from Harlem. He shared heartwarming stories about nonprofit work. But when questioned, the nonprofit didn’t exist. His entire backstory was fabricated.   Then there was “Liv.” She described herself as a colored queer mom of two. When asked about her creators, she confessed something disturbing. Her team was 12 people, 10 white men, one white woman, and one Asian man. None of them shared her identity.   Meta wanted these profiles to boost engagement. They hoped to create emotional connections.   Instead, users uncovered the truth. The backlash was severe. Meta deleted the profiles and called it a “bug.” But by then, the damage was done.   This is a critical lesson for marketers.   Trust is the foundation of any audience relationship. And once trust is broken, it’s nearly impossible to repair.   AI has incredible potential in marketing. But using it to deceive will always backfire.   Instead of fostering connection, it creates skepticism.   This isn’t just about Meta. It’s a wake-up call for all of us.   The tools we use should amplify trust, not break it. How we integrate AI today will shape tomorrow.   The lesson? Use AI to enhance transparency, not erode it. The future of marketing doesn’t need fake friends. It needs real, honest connections.   What’s your take on this? P.S Can AI ever build trust without crossing ethical boundaries?

Why would your users distrust flawless systems? Recent data shows 40% of leaders identify explainability as a major GenAI adoption risk, yet only 17% are actually addressing it. This gap determines whether humans accept or override AI-driven insights. As founders building AI-powered solutions, we face a counterintuitive truth: technically superior models often deliver worse business outcomes because skeptical users simply ignore them. The most successful implementations reveal that interpretability isn't about exposing mathematical gradients—it's about delivering stakeholder-specific narratives that build confidence. Three practical strategies separate winning AI products from those gathering dust: 1️⃣ Progressive disclosure layers Different stakeholders need different explanations. Your dashboard should let users drill from plain-language assessments to increasingly technical evidence. 2️⃣ Simulatability tests Can your users predict what your system will do next in familiar scenarios? When users can anticipate AI behavior with >80% accuracy, trust metrics improve dramatically. Run regular "prediction exercises" with early users to identify where your system's logic feels alien. 3️⃣ Auditable memory systems Every autonomous step should log its chain-of-thought in domain language. These records serve multiple purposes: incident investigation, training data, and regulatory compliance. They become invaluable when problems occur, providing immediate visibility into decision paths. For early-stage companies, these trust-building mechanisms are more than luxuries. They accelerate adoption. When selling to enterprises or regulated industries, they're table stakes. The fastest-growing AI companies don't just build better algorithms - they build better trust interfaces. While resources may be constrained, embedding these principles early costs far less than retrofitting them after hitting an adoption ceiling. Small teams can implement "minimum viable trust" versions of these strategies with focused effort. Building AI products is fundamentally about creating trust interfaces, not just algorithmic performance. #startups #founders #growth #ai

Mistakes happen. What you do next determines how trustworthy you are. 𝗪𝗵𝗲𝗻 𝘁𝗵𝗶𝗻𝗴𝘀 𝗴𝗼 𝘄𝗿𝗼𝗻𝗴, 𝗱𝗼 𝘆𝗼𝘂 𝗲𝘅𝗽𝗹𝗮𝗶𝗻—𝗼𝗿 𝗴𝗲𝘁 𝗱𝗲𝗳𝗲𝗻𝘀𝗶𝘃𝗲? The difference is subtle but critical for your trustworthiness. Most people don’t mean to shift blame. It happens when we confuse providing context with protecting our ego. The key difference? 𝗘𝘅𝗽𝗹𝗮𝗶𝗻𝗶𝗻𝗴 𝗼𝘄𝗻𝘀 𝘁𝗵𝗲 𝗺𝗶𝘀𝘁𝗮𝗸𝗲 𝗮𝗻𝗱 𝗮𝗱𝗱𝘀 𝗰𝗼𝗻𝘁𝗲𝘅𝘁. 𝗗𝗲𝗳𝗲𝗻𝗱𝗶𝗻𝗴 𝗮𝘃𝗼𝗶𝗱𝘀 𝗿𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝘆 𝗮𝗻𝗱 𝘀𝘂𝗯𝘁𝗹𝘆 𝘀𝗵𝗶𝗳𝘁𝘀 𝗯𝗹𝗮𝗺𝗲. Here’s what it looks like: ✅ 𝗘𝘅𝗽𝗹𝗮𝗶𝗻𝗶𝗻𝗴 (𝗧𝗿𝘂𝘀𝘁-𝗕𝘂𝗶𝗹𝗱𝗶𝗻𝗴): • “I missed the deadline. I underestimated the time needed for the data review. That’s on me. Here’s how I’m adjusting my process to prevent it next time.” • “I didn’t catch the typo before the report went out. I rushed because I was trying to meet the shortened deadline. I’ve already added a proofreading buffer to my checklist going forward.” 𝗪𝗵𝗮𝘁 𝗵𝗮𝗽𝗽𝗲𝗻𝘀? You demonstrate accountability, competence, and care. Trust grows because people see you as someone who takes ownership and learns from missteps. 🚩 𝗗𝗲𝗳𝗲𝗻𝗱𝗶𝗻𝗴 (𝗧𝗿𝘂𝘀𝘁-𝗘𝗿𝗼𝗱𝗶𝗻𝗴): • “Well, John was late getting me their edits, and the data was incomplete. There wasn’t much I could do.” • “That typo slipped through because there was so much going on. Honestly, no one could’ve caught everything with how slammed we’ve been.” 𝗪𝗵𝗮𝘁 𝗵𝗮𝗽𝗽𝗲𝗻𝘀? You signal self-protection over problem-solving. Trust takes a hit because people start to wonder if you’ll ever truly own a mistake—or just find the nearest excuse. The Bottom Line: 𝗧𝗿𝘂𝘀𝘁 𝗶𝘀𝗻’𝘁 𝗯𝘂𝗶𝗹𝘁 𝗼𝗻 𝗽𝗲𝗿𝗳𝗲𝗰𝘁𝗶𝗼𝗻. 𝗜𝘁’𝘀 𝗯𝘂𝗶𝗹𝘁 𝗼𝗻 𝗵𝗼𝘄 𝘆𝗼𝘂 𝗵𝗮𝗻𝗱𝗹𝗲 𝗶𝗺𝗽𝗲𝗿𝗳𝗲𝗰𝘁𝗶𝗼𝗻. ---------------------------------------------- ♻️ Repost to share with your network 🏅 Follow Tracy LaLonde for more insights.