Peppers & Rogers Group combines a global perspective, deep expertise in customer strategy and decades of experience serving top companies. Read our latest insights and thought leadership on the customer economy.
Trust
Social networking brings an abundance of opinions to today's consumer marketplace. That chorus of voices immediately exposes any wrongdoing on the part of companies. What's more, anything anyone says on the Internet about your company is now immediate, ubiquitous, and permanent. The best defense in such a world is to treat customers right, day after day after day.
Continue reading "Trustability: A New Business Imperative " »
Ask company executives if customers find their business trustworthy, and most will of course say yes. But ask their customers, and often you will hear a different answer.
Continue reading "Customer Strategist Safwan Zaheer:
Six Building Blocks to Customer Trust " »
Please help us write our next book! As we explained in a previous blog post, Martha and I are working on our next book, EXTREME TRUST. We will argue that in a more socially connected, transparent future, companies will be held accountable by customers for proactively protecting their interests, rather than simply passively refraining from cheating them or deceiving them. We're using the word "trustability" to stand for proactive trustworthiness. When i-Tunes reminds you that you already own a tune you're trying to purchase, or when Amazon warns you that a you've already bought a book you're trying to order - these are examples of trustable behavior.
Continue reading "What Constitutes Trustability in the Automotive Category?" »
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