The four factors of trust : how organizations can earn lifelong loyalty / Ashley Reichheld and Amelia Dunlop.

Format:

Book

Author/Creator:

Reichheld, Ashley, author.

Dunlop, Amelia, author.

Language:

English

Subjects (All):

Customer loyalty.

Employee loyalty.

Physical Description:

1 online resource (304 pages)

Place of Publication:

Hoboken, New Jersey : John Wiley & Sons, Incorporated, [2023]

Summary:

"Trust is the essential bond that underpins the relationships organizations have with all of their humans -- their workers, customers and partners. Building trust drives important human behaviors and business outcomes such as customer loyalty and employee motivation. In fact, trusted companies out-perform their peers by 2.5x. However, nearly half of employees don't trust their employer and in general the majority of customers don't trust the companies from which they are considering purchasing. The authors set out to help companies change the course of this trend. Through in-depth research and in-market trials, the authors built a new measure of trust, the HX TrustID, which will become the new standard for evaluating company performance. The HX TrustID, measures the 4 signals of trust -- Humanity, Transparency, Capability and Reliability--and predicts how those signal scores will impact key human behaviors. For example: When employees rate their employer as having a high degree of Humanity, they are 2.6x more likely to feel motivated to work When customers believe a brand is Reliable, they are 5.4x more likely to choose that brand over competitors Now companies have a measure that is predictive, actionable, and generally good for business. This book details the research behind this measurement platform as well as anecdotes and examples of how the HX TrustID has already helped many leading companies to engender trust, build loyalty and drive business outcomes. "A New Measure" also provides frameworks and ideas for improving trust scores with customers, employees and partners. A New Measure of Trust examines the role of trust as an essential bond that underpins the relationships organizations have with all of their humans: workers, customers, and partners."-- Provided by publisher.

Notes:

Description based on print version record.

Includes index.

Other Format:

Print version: Reichheld, Ashley The Four Factors of Trust

ISBN:

9781119855026

1119855020

OCLC:

1334726314