Building trust is your single greatest opportunity to create competitive advantage and earn lifelong loyalty
Did you know that trusted companies outperform their peers by up to 400%? That customers who trust a brand are 88% more likely to buy again? And that 79% of employees who trust their employer are more motivated to work (and less likely to leave)? The importance of trust is at an all-time high - just as our inclination to trust is at an all-time low.
Building trust is your single greatest opportunity to create competitive advantage. With new data at its core, The Four Factors of Trust gives you practical guidance to measure and build trust in the relationships that matter the most - with your customers, workforce, and partners. Trust ultimately comes down to just Four Factors: Humanity, Capability, Transparency, and Reliability.
Full of compelling stories from leading organisations—Delta Airlines, Marriott International, Energizer, Cleveland Clinic, Edward Jones, and many others—The Four Factors provides practical applications in Marketing & Experience, Cybersecurity, HR, Sustainability (ESG) and Operations & Technology. The Four Factors of Trust will enable you to create the relationships you want to build, the organisations you want to belong to, and the world you want to live in.
With new data at its core, The Four Factors of Trust gives you practical guidance to measure and build trust in the relationships that matter the most — with your customers, workforce and partners.
Trust ultimately comes down to just Four Factors that make up Deloitte’s HX TrustID™, a groundbreaking tool poised to become the new gold standard for evaluating organisational performance. HX TrustID creator Ashley Reichheld and co-author Amelia Dunlop show how your organisation can use this new tool to measure, predict and build trust to earn lifelong loyalty with your key stakeholders.
A compelling data-driven narrative that breaks down the complexities of what it means to build trust with wisdom and humor. Don’t miss it.
Sandra Sucher, Harvard Business School professor and author, The Power of Trust
Read this important new book so you can help your organisation measure and manage trust—one of the most vital ingredients for building relationships that are worthy of loyalty.
Fred Reichheld, Creator of the Net Promoter® Score and System and author, Winning On Purpose: The Unbeatable Strategy of Loving Customers
Every organisation can benefit from reading The Four Factors, a thoroughly researched, comprehensive guide for creating a deeply-rooted culture of trust.
Amy Weaver, President and Chief Financial Officer, Salesforce
Trust is the one thing that changes everything—a force-multiplier for performance. Whether you’re in the C-Suite or on the factory floor, this terrific book will show you how.
Stephen M. R. Covey, New York Times bestselling author of The Speed of Trust and Trust & Inspire
We all know the importance of trust, but few of us really understand how to earn it. In this remarkably readable, well-researched, and actionable book, Ashley and Amelia reveal what it takes.
Adam Grant, #1 New York Times bestselling author and host of the TED podcast, WorkLife
How do the most trusted organisations earn trust from customers and employees? Ashley and Amelia unravel the mystery in this vital and pragmatic book.
Daniel H. Pink, Author of New York Times bestsellers The Power of Regret and Drive
The Four Factors of Trust reveals a new, research-based measurement tool for earning trust from customers, employees, investors and other stakeholders. Invaluable for CEOs.
Henrietta Fore, Chairman and CEO, Holsman International