In this special webinar based on her latest book with co-author Don Peppers, Extreme Trust: Honesty as a Competitive Advantage, Martha Rogers, Ph.D. suggests that the age of transparency has led to the appearance of a new, extreme form of trust – proactive trustworthiness, or “trustability”. In Extreme Trust, Rogers suggests that social networks and rapidly increasing transparency have combined to raise customer expectations regarding the trustworthiness of the companies and organizations they deal with.
The bar for trustworthiness is higher than ever and continuing to rise. Martha Rogers argues that the only sane response to these rising levels of transparency is to protect the interests of customers proactively, before they have a chance to spread negative buzz.
Key points of this presentation will include:
- Why interactive technologies—particularly mobile social media—have created a new model for businesses which dramatically elevates the importance of customer trust
- Social networks, connected customers and transparency
- The role of customer reviews
- What it means to act in a customer's own interest, pro-actively, even when short-term profits have to be sacrificed
- How genuinely trustable companies will operate
Recognized for more than 20 years as one of the leading authorities on customer-focused relationship management studies, Martha Rogers is an acclaimed author, business strategies and a founding partner of Peppers and Rogers Group, the world’s premier customer-centric consultancy. Founded in 1993 by Don Peppers and Martha Rogers, Peppers & Rogers invented the term 1-to-1 marketing to illustrate the importance of treating different customers differently, and transformed the concepts into practical methodologies driving financial results for companies.