The Four Factors of Trust: How Organizations Can Earn Lifelong Loyalty

ISBN-13: 9781119855019 / Angielski / Twarda / 2022 / 240 str.

Ashley Reichheld

Spis treści

Introduction 1Part I: What You Need to Know About Trust1 The Four Factors That Drive Trust 152 Wrestling with Trust 313 The Path to Loyalty 414 The Most Trusted Organizations 515 The Least Trusted Organizations 616 The Demographics of Trust 717 The Trust Ecosystem 858 This Is Just the Beginning 97Part II: The "How-to" of Trust9 How to Build Trust 11510 Executive Leadership 13111 Sustainability and Equity 14312 Marketing and Experience 15913 Talent and Human Capital 17514 Operations and Technology 18915 Cybersecurity 199AppendixAppendix A: HX TrustID Survey Methodology 223Appendix B: The Demographics That Matter Most for Customers 229Appendix C: The Demographics That Matter Most for Workers 235Endnotes 243Acknowledgments 273About the Authors 275Index 277

O autorze

ASHLEY REICHHELD, a Principal at Deloitte Digital, works with clients across industries to help them to reimagine their brands and experiences. Building trust is the greatest opportunity for competitive advantage. So Ashley created HX TrustID(TM) -a groundbreaking tool to help companies measure, predict, and build trust with their customers, workforce, and partners.AshleyReichheld.comAMELIA DUNLOP, Chief Experience Officer at Deloitte Digital, helps organizations solve their toughest problems using human-equity-centered design to build empathy and trust with customers, workers, and partners. She is the author of The Wall Street Journal bestseller, Elevating the Human Experience: Three Paths to Love and Worth at Work.AmeliaDunlop.com