Best Selling Authors and Thought Leaders Peppers and Rogers Publish Ninth Book, "Extreme Trust: Honesty as a Competitive Advantage"
Pioneers of the Customer Revolution Declare Trust as the New Business Imperative
STAMFORD, Conn. (April 26, 2012) - Twenty years ago, Don Peppers and Martha Rogers, Ph.D. published their breakthrough book, The One to One Future. In this global bestseller, they described a future where businesses would use new technologies to build one to one, personalized relationships with customers. Two decades, eight books, and several disruptive technologies later, Peppers and Rogers establish a new, equally powerful idea in their ninth book, Extreme Trust: Honesty as a Competitive Advantage.
In Extreme Trust, on sale today, Peppers and Rogers propose that this latest wave of technology is placing more emphasis on customer relationships than ever before. Social and mobile forces have shifted the balance of power and put the customer squarely in charge. This revolution in communication and interaction has created a level of transparency and accountability that no company can afford to avoid. Don Peppers explains, "The technology steroids that are now supercharging our social nature are also supercharging our expectations of trustworthy behavior in others." He warns, "Mere trustworthiness, doing what you have to do for compliance and legal reasons, has been fine until now. In this new world, it will no longer be enough if businesses want to compete with companies that have figured out how to operate in a genuinely trustable manner."
Co-author, Martha Rogers, Ph.D. describes this new competitive differentiator as trustability. "Not so long ago, being reasonably trustworthy was good enough. Soon, only the extremely trustworthy will survive. To achieve trustability, a company will need to continuously deliver on three capabilities. Do things right (interact competently), do the right things (act with integrity), proactively, (and do it before you have to)."
Published by Portfolio/Penguin, the book offers a wealth of fascinating research as well as practical applications in a variety of verticals from financial services and communications to hospitality and retail. Each chapter concludes with a Trustability Test designed to help readers rate how accomplished their company is at earning – and keeping – the extreme trust of everyone they interact with.
Craig Newmark, the founder of craigslist.com describes the book in this way, "Trust is the new black. We all rely on those we trust, and that's particularly true when it comes to business. Extreme Trust talks about what trustworthy behavior means in business and how to change corporate culture to make it more genuinely trustable."
To accelerate this movement towards Extreme Trust, Peppers and Rogers have created several online tools and activities that can be found on the book's website www.extremetrusthook.com, facebook.com/extremetrustbook.com and twitter @extremetrustbook. In the upcoming months, the authors will be speaking all over the world and their schedule can be found on Peppers & Rogers Group website.
About Peppers & Rogers Group
Don Peppers and Martha Rogers are Co-Founders of Peppers & Rogers Group, a management consulting firm, recognized as the world's leading authority on customer-based business strategy. The firm is dedicated to helping companies grow the value of their business by growing the value of their customer base. With expertise that cuts across vertical industries, Peppers & Rogers Group partners, consultants and subject matter experts have a deep understanding of the most powerful value levers that drive extreme trust and profitable business results. www.peppersandrogers.com
About 1to1 Media
Don Peppers and Martha Rogers frequently publish thought leadership through Peppers & Rogers Group's independent publishing division 1to1® Media. The award-winning publishing organization provides resources to help senior executives drive change and make customer-based initiatives the centerpiece of their growth strategy.
1to1 Media's custom publications explore the best practices, trends, and developments from companies that are using customer initiatives to drive bottom-line impact. Backed by Peppers & Rogers Group, the globally recognized leader in customer strategy and relationship marketing, 1to1 Media combines thought leadership, field experience, and editorial expertise to deliver the content needed by our audience of more than 130,000 decision-makers. www.1to1media.com.
Vice President of Marketing, Peppers & Rogers Group