# A test of trust story

> A fast-growing D2C brand faces simultaneous quality and delivery failures. Each decision can either erode customer trust or rebuild it, revealing what the br…

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- Language: en
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[Stories](/en/stories)
Intermediate Crisis management CS CRM Brand trust Communication

# A test of trust

A crisis reveals who a brand really is

![불량 제품과 배송, 고객 문의, 품질 개선의 연결 관계를 살피는 준서](/images/stories/trust-crisis-detail.png)

## Story

A fast-growing D2C brand faces simultaneous quality and delivery failures. Each decision can either erode customer trust or rebuild it, revealing what the brand truly stands for.
Protagonist Junseo — operations lead at a D2C commerce brand that surpassed KRW 10 billion in annual revenue, now facing product, delivery, and social-media crises at once.

## Episode

- [1 The issue breaks Monday, 9 a.m. The support inbox swells. The first hours will determine most of the outcome. 60 XP 7 min Continue](/en/stories/trust-crisis/episodes/ep1)
- Angry customers Complete the previous episode to unlock.

- Rebuilding trust Complete the previous episode to unlock.

- The truth in the supply chain Complete the previous episode to unlock.

- The economics of remedy Complete the previous episode to unlock.

- How trust is operated Complete the previous episode to unlock.

## Brand and business dashboard

The story begins with these values

- Trust 55

Customer trust and intent to repurchase
- Brand reputation 50

Public opinion, virality, and reputation
- Revenue 50

Short-term revenue and refund burden
- Team morale 45

CS and operations morale and burnout

## What you'll learn

- Why speed and transparency outperform defensiveness during the golden hours of a crisis
- How a sincere apology can turn an angry customer into an advocate
- What to institutionalize after a crisis so trust can rebuild and endure

[Start story](/en/stories/trust-crisis/episodes/ep1)

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