Extreme Trust: Honesty as a Competitive Advantage by Don Peppers & Martha Rogers

Author:Don Peppers & Martha Rogers [Peppers, Don]
Language: eng
Format: mobi
ISBN: 9781101561270
Publisher: Penguin Group US
Published: 2012-04-26T00:00:00+00:00

[ Workers of the World, Blog! ]

It’s not just customers whose honest opinions can help you build your trustability, either. In the last chapter we discussed how you can empower employees and customers alike to improve the customer experience on their own, just by providing access to the necessary information—product specifications and features, inventory records, delivery times, and the like. The point is that people want to help themselves, if you’ll just let them. They’ll find a way. And part of building your trustability in advance is proving that you intend to help customers solve their problems even if (occasionally) it might make you uncomfortable.

A genuinely trustable company will take into account the fact that people have a natural urge to converse, to share, to create, and to help others. It will participate in the e-social world by sharing its own expertise with customers, and by empowering employees to engage in social interactions designed to help customers even when those interactions have little or no immediate financial benefit for the firm.

In 2003 Robert Scoble began working as a “technical evangelist” for Microsoft, with responsibility for blogging on the company’s behalf. But Scoble’s posts startled the online world because he often criticized Microsoft’s own products. Rather than putting people off Microsoft, however, Scoble’s negative comments persuaded readers that his writing was accurate and trustable. As Chris Brogan and Julien Smith relate in their book Trust Agents,

Download

Copyright Disclaimer:
This site does not store any files on its server. We only index and link to content provided by other sites. Please contact the content providers to delete copyright contents if any and email us, we'll remove relevant links or contents immediately.