Marketing & Sales
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The Four Factors of Trust: How Organizations Can Earn Lifelong Loyalty
The essential, data-driven blueprint to build trust in your organization.
Did you know that trusted companies outperform their peers by up to 400%? That customers who trust a brand are 88% more likely to buy again? And that 79% of employees who trust their employer are more motivated to work (and less likely to leave)?
The importance of trust is at an all-time high-just as our inclination to trust is at an all-time low.
Building trust is your single greatest opportunity to create competitive advantage. With new data at its core, The Four Factors of Trust gives you practical guidance to measure and build trust in the relationships that matter the most-with your customers, workforce, and partners.
Trust ultimately comes down to just Four Factors: Humanity, Capability, Transparency, and Reliability.
These Four Factors make up Deloitte's HX TrustIDTM, a groundbreaking measurement tool poised to become the gold standard for evaluating organizational performance. Ashley Reichheld and Amelia Dunlop show how your organization can use HX TrustIDTM to measure, predict, and build trust to earn lifelong loyalty-and elevate the human experience with your customers, workforce, and partners. The Four Factors of Trust lays it all out in do-able parts so you can:
Create better business outcomes by understanding how trust affects human behaviorsMeasure your company's trust score-revealing strengths, deficits, and opportunities to (re)build trust with key stakeholdersDesign actionable strategies to improve trust with your customers, workforce, and partnersBuild trust and earn loyalty through every business function from marketing to operations to talent experienceWith compelling stories from leading organizations-and practical applications in Marketing & Experience, Cybersecurity, HR, Sustainability (ESG), and Operations & Technology-The Four Factors of Trust will enable you to create the relationships you want to build, the organizations you want to belong to, and the world you want to live in.
Did you know that trusted companies outperform their peers by up to 400%? That customers who trust a brand are 88% more likely to buy again? And that 79% of employees who trust their employer are more motivated to work (and less likely to leave)?
The importance of trust is at an all-time high-just as our inclination to trust is at an all-time low.
Building trust is your single greatest opportunity to create competitive advantage. With new data at its core, The Four Factors of Trust gives you practical guidance to measure and build trust in the relationships that matter the most-with your customers, workforce, and partners.
Trust ultimately comes down to just Four Factors: Humanity, Capability, Transparency, and Reliability.
These Four Factors make up Deloitte's HX TrustIDTM, a groundbreaking measurement tool poised to become the gold standard for evaluating organizational performance. Ashley Reichheld and Amelia Dunlop show how your organization can use HX TrustIDTM to measure, predict, and build trust to earn lifelong loyalty-and elevate the human experience with your customers, workforce, and partners. The Four Factors of Trust lays it all out in do-able parts so you can:
Create better business outcomes by understanding how trust affects human behaviorsMeasure your company's trust score-revealing strengths, deficits, and opportunities to (re)build trust with key stakeholdersDesign actionable strategies to improve trust with your customers, workforce, and partnersBuild trust and earn loyalty through every business function from marketing to operations to talent experienceWith compelling stories from leading organizations-and practical applications in Marketing & Experience, Cybersecurity, HR, Sustainability (ESG), and Operations & Technology-The Four Factors of Trust will enable you to create the relationships you want to build, the organizations you want to belong to, and the world you want to live in.
Readers Top Reviews
Mimi Reichenbach
This is a wonderful book by Reichheld and Dunlop. It takes customer strategy and boils it down to trust (and it's Four Factors). Links business success to doing well by your customers and employees. Would recommend this read to anyone interested in growing or improving a business!
BUY THIS BOOK! Anyone who owns a business, wants to start a business, manages a team of people, or simply works in the corporate world can highly benefit from reading. All industries are saturated with companies that preach ethics, culture, reliability, work-life balance, HUMANITY, etc. However, many (if not most) of those companies do not seem to practice what they preach. This is an incredible guide on how to build lifelong relationships with employees and customers, with the key being TRUST. Personally, if I truly trust a business or product, I will always be loyal.
MS
This book is such a great read, not just for business or team leaders, but really for all HUMANS! Trust is an important and interesting concept, especially in today's day and age, but I had never really stepped back and ask "what, actually, is trust? what does that mean?" Amelia and Ashley break down 'trust' into super digestible, understandable, and (importantly) ACTIONABLE pillars. I now look at all my relationships a little differently (personal and professional) and I'm evaluating how I might be a better friend, relative, parent, coworker, and leader by improving the trust I build with others. Will definitely be reading this book more than once!!
Julia Rutherford
The Four Factors of Trust breaks down everything any executive needs to know about how to measure, build or regain trust in their organization. Easy to read with plenty of real-world examples that are particularly relevant to how business - and life - has changed post pandemic. Whether you are looking to increase customer loyalty or employee engagement, this book with show you how based on quantifiable research conducted with thousands of customers and employees of global leading brands.
