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In an increasingly insecure world, trust has become even more critical to the success of an organization. Trust is what binds employees to employers, and customers to companies, and while much lip service is given to the concept of trust, it’s important that we actually stop and consider what we can do to build trust in the relationships that matter the most to our businesses – our relationships with our customers, our workforce and our partners. Today’s guests are Ashley Reichheld, a Principal at Deloitte Digital and Amelia Dunlop, the Chief Experience Officer at Deloitte Digital. Ashley and Amelia are the co-authors of a new book titled The Four Factors of Trust: How Organizations Can Earn Lifelong Loyalty. Here, they explain:
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system, so she knows the value of loyalty when it comes to business. Her uncle, Fred Reichheld, developed the Net Promoter System, which is a widely used system by companies to understand customer loyalty.
In order to develop an even better understanding of trust, they surveyed 200 people over 25 business sectors, asking questions about what makes a company trustworthy, and what makes them not trustworthy. They also wanted to understand the value of trust by pairing the survey responses with financial data.
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