Building brand trust from automated experiences with Andrew Blair | Skip to content
Always Be Connecting Podcast
29th April 2024

Building brand trust from personal and automated customer experiences with Andrew Blair

Podcast Audio

Podcast Video

The Synopsis

In this podcast, we explore how brand trust can be built through technology and data. Our guest, Andrew Blair, Analyst at Capterra, shares insights on software selection, consumer behaviour and the dynamic role of technology in building brand trust.

How to Find the Right Software for Brand Trust

Andrew provides guidance for small businesses seeking software solutions. He discusses the importance of:

  • Understanding Business Goals: Determine your business mission, targets and audience before selecting software.
  • Conducting Thorough Research: Read reviews and consult experts to ensure the chosen software aligns with your needs.
  • Considering Flexibility: Evaluate whether the software can grow with your business or adapt to changing requirements.

By following these steps, businesses can bridge the gap between their goals and the right technology, ultimately fostering brand trust.

Software spending trends offer insights into the future of technology in small businesses. Andrew discusses a recent survey indicating that 53% of firms expect to spend 10-20% more on software in the coming year. Factors influencing this trend include:

  • Economic Instability: The global pandemic has led to rapid digitisation and investment in technology to manage business disruptions.
  • Remote and Flexible Working: The shift in remote work has increased the demand for software solutions that support collaboration and efficiency.

These trends highlight the importance of staying current with technology to maintain brand trust in a rapidly changing environment.

Key Software for Small Businesses

When asked about essential software for small businesses, Andrew mentions several categories:

  • Customer Relationship Management (CRM): Helps manage customer interactions and relationships.
  • IT Management: Ensures technology infrastructure is reliable and secure.
  • Project Management: Streamlines workflows and enhances team collaboration.

Choosing the right combination of software depends on your business’s unique needs. Andrew recommends consulting with experts and conducting market research to ensure you’re making informed decisions.

Balancing Personal and Automated Elements to Build Brand Trust

Andrew highlights the need for a balance between personal and automated elements in business. As technology advances, there are opportunities to:

  • Automate Repetitive Tasks: Free up time for more meaningful customer interactions.
  • Leverage AI for Data Analysis: Gain insights quickly and make data-driven decisions.
  • Use Technology to Enhance Customer Experience: Personalise interactions and build stronger relationships.

However, he cautions that businesses must maintain a human touch to build brand trust. This balance is crucial, especially in markets where consumers value personal interaction.

Leveraging Data to Build Brand Trust

Data plays a central role in building brand trust. Andrew shares key findings from recent research:

  • Consumer Trends: A significant portion of Australians changed their spending behavior due to economic factors.
  • Importance of Sustainability: Australians tend to trust brands that demonstrate a commitment to sustainable practices.
  • Online Privacy Concerns: While many consumers trust companies with their data, there’s a need for clear communication about data protection practices.

To build brand trust, businesses should focus on transparency, personalization, and ethical data usage.


Brand trust is built through a combination of technology, data-driven insights, and a human touch. By selecting the right software, staying current with technology trends, and addressing consumer concerns, businesses can create strong, trusted brands. As technology continues to evolve, businesses must adapt and remain focused on building lasting relationships with their customers.

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