Ugly Truth About Net Promoter Score

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...

Trusting The Wrong People

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,...

Don’t Kill Your Customers’ Trust

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...

Are You Trustworthy?

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....
Ugly Truth About Net Promoter Score

Ugly Truth About Net Promoter Score

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...

Trusting The Wrong People

Trusting The Wrong People

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,...

Don’t Kill Your Customers’ Trust

Don’t Kill Your Customers’ Trust

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...

Are You Trustworthy?

Are You Trustworthy?

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....

Your Propensity to Trust

Your Propensity to Trust

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...

It’s Time to Measure Trust

It’s Time to Measure 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...

The ROI of Trust

The ROI of Trust

In this post, we provide evidence of the ROI (return on investment) of trust so you can better understand the significant value it can deliver to your organisation, together with our strong encouragement to treat trust as a strategic asset that should be nurtured and...

Why Trust Matters

Why Trust Matters

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...

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