The use of the word ⁘transparency⁘ may be well-intentioned, but the customer's interpretation could be a problem. When a company says it's transparent about how it uses customer information, customers may begin to wonder, “Wait … just how are you using my information?” They aren't asking out of curiosity.
They are asking out of concern. While transparency is about providing information to the customer, customers are more interested in what to expect. Predictability sets those expectations. Don't confuse transparency with honesty. Even a well-written explanation can feel like an excuse if it doesn't come with clear outcomes.
An explanation without an outcome quickly turns into a trust-eroding excuse. For example, one of my clients was experiencing a supply chain issue. They were shipping incomplete orders to their customers. They explained this in an email, but what wasn't explained was how they were going to fulfill the incomplete orders.
Customers viewed this transparency as an excuse, and a poor one at that. The result was a lack of trust. Trust isn't broken just because something goes wrong. It's broken when the expected outcome changes without warning. You might also find this interesting: Visit website
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