The Four Factors of Trust
Author: Ashley Reichheld & Amelia Dunlop
Publisher: Wiley (2022)
ISBN: 1119855012
Pages: 255
We all know the importance of trust, but few of us fully understand how to earn it. This book is written to allow the reader to acquire the skills required if they are to be trusted and in turn have the lifelong loyalty of their staff and customers.
Did you know that trusted companies outperform their peers by 400%. That customers who trust a brand are 88% more likely to buy again. Also, that 79% of staff who trust their employer are more productive and less likely to leave.
Building trust is a company’s single greatest opportunity to create a competitive advantage. The authors of this book use new data to provide the reader with practical guidance to measure and build trust with customers, workforce and partners.
As the authors explain trust comes down to just four factors: Humanity Capability, Transparency, and Reliability.
IN Part 1 of the book, it defines trust and demonstrates the importance of measuring, predicting and acting to build trust. In Part 2 of the book the reader will learn the practical actions leaders should take to build trust.
The authors Ashley and Amelia are both principals at Deloitte, the world’s largest professional services organisation. They both share a vision and passion for elevating the experience of being human.
This book is an engaging read and fully explain why trust matter not just for customers, but inside an organisation. The reader is presented with interesting case studies and examples throughout the book. It provides step-by-step guides to building and maintaining trust in different functional areas, this book is a complete guide on how to manage the more human side of our roles in the business world.