It’s invisible… until it isn’t.
What if you could see trust slipping away while an experience was still happening… and do something about it before it was too late?
Tim McCleary says you can.
“We can now actually use science to…show the impact… we can measure [trust] during an experience that we’re delivering, and if we see trust is waning, we can change in real time to bring it back up again.”
Trust isn’t just a soft concept. It’s a metric. A measurable, trackable, real-time signal that shows whether your experience is building connection… or eroding it.
Tim draws a direct line from trust to productivity. When people trust…
Each other
Leadership
The brand…
they perform better. They collaborate more. They get more done.
“High trust cultures are 50 percent more productive than low trust cultures.”
That’s why measuring trust in real time matters. It’s not just about sentiment. It’s about operational health.
It’s about tangible, actual, business results
Tim’s approach brings together science, psychology, and frontline experience. Instead of relying only on lagging indicators like surveys or reviews, he uses trust as a leading signal… something you can track and respond to while it still counts.
Because once trust is gone, it’s not just the relationship that breaks…
Performance does too.
Your Turn:
If you could measure trust in real time across your customer or employee experience… what would you do differently?
Thank you to our colleague Rick Denton and CX Passport for sharing these insights.
