How Much Do Consumers Trust Their Issuers? Disappointments...
Brian Shniderman
![Brian Shniderman]()
Brian Shniderman
Sr. Managing Director and Head of Accenture’s North American Payments Practice | former CEO, Managing Partner and Founder of 99FinTech, Retired Deloitte Sr. Partner and Payments Practice Founder/Leader
- A trust impacting event is a “moment of truth” creating both risks and opportunities. If the issuer manages the customer experience around such an event effectively, the issuer will likely see its customer trust rise above and beyond pre-event levels
- If an issuer does not take advantage of the opportunity to enhance trust but its competitors do, that issuer becomes even more vulnerable
- Issuers generally are able to enhance cardholder trust following a trust impacting event such as fraud. However, issuers need to mold all of their processes and customer interaction points in a way that raises trust in a proactive fashion and not only in response to an event