This post details the ugly truth about Net Promoter Score. When I speak with businesses about what they’re doing to assess the trust of their key stakeholders (customers, employees, suppliers), I regularly hear Net Promoter Score (NPS) is the feedback mechanism and...

Have you ever wondered why we sometimes end up trusting the wrong people? A friend of mine had his trust betrayed a number of years ago by someone who wanted to merge their respective businesses. They had verbally agreed to a 50/50 equity split in a new company and,...

We all know customers can dislike a lot of things, but there are three (3) in particular that will elicit stronger emotions than a simple dislike. These things are very likely to kill your customers' trust (or at least diminish it in a major way). If you have been...

If asked your customers, work colleagues and manager are you trustworthy, what would they say? Obviously, we all want to be perceived as trustworthy because that is the essential ingredient required to form trusting relationships with others and to do business....

In my last post, I provided a high-level description of the trust process, including the starting point, propensity to trust.  It’s worthwhile going deeper on propensity because it’s important you have a good grasp of what things influence your own propensity to trust...

There are many things that can’t be measured and still must be managed. Sometimes the most important data required to manage a business are unknown or unknowable. But, fortunately, data about trust doesn’t fall into either of those categories. In this post I explore...

When you think about it, our economy is essentially a huge and complex network of relationships built on trust.  Organisations of all types, and the many relationships they have with key stakeholders such as employees, customers and suppliers, are functional because...