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

The Four Factors of Trust is a data-driven blueprint to build trust in your organization, which can lead to competitive advantage and better business outcomes. It is based on Deloitte's HX TrustID TM, a groundbreaking measurement tool that evaluates organizational performance. Ashley Reichheld and Amelia Dunlop show how organizations can use HX TrustID TM to measure, predict, and build trust with customers, workforce, and partners, using compelling stories and practical applications in marketing, experience, cybersecurity, HR, sustainability (ESG), and operations & technology.

Format: Hardback
Length: 304 pages
Publication date: 15 December 2022
Publisher: John Wiley & Sons Inc

The Four Factors of Trust is a groundbreaking book that provides a data-driven blueprint for building trust in your organization. Trusted companies outperform their peers by up to 400%, and customers who trust a brand are 88% more likely to buy again. Moreover, 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, but our inclination to trust is at an all-time low.

Building trust is your single greatest opportunity to create competitive advantage. The Four Factors of Trust, based on new data, gives 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.

These four factors make up Deloitte's HX TrustIDTM, a groundbreaking measurement tool poised to become the gold standard for evaluating organizational performance. Ashley Reichheld and Amelia Dunlop show how your organization can use HX TrustIDTM to measure, predict, and build trust to earn lifelong loyalty and elevate the human experience with your customers, workforce, and partners.

The Four Factors of Trust lays it all out in do-able parts so you can:
1. Create better business outcomes by understanding how trust affects human behaviors.
2. Measure your company's trust score, revealing strengths, deficits, and opportunities to (re)build trust with key stakeholders.
3. Design actionable strategies to improve trust with your customers, workforce, and partners.
4. Build trust and earn loyalty through every business function, from marketing to operations to talent experience.

With compelling stories from leading experts, The Four Factors of Trust provides a roadmap for building trust and achieving success in today's competitive landscape.

Weight: 698g
Dimension: 236 x 161 x 25 (mm)
ISBN-13: 9781119855019