The implosion of trust and what to do about it

For the last 17 years, Edelman, a global communications marketing firm, has published it’s Trust Barometer, an annual survey of more than 33,000 respondents from around the world that investigates the state of trust and credibility that exists between individuals and different types of organisations (government, media, business and NGOs). Earlier this month they published the 2017 edition of the Trust Barometer and their results suggest that over the course of the last year there has been an implosion of

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How leading brands are earning customer trust in the midst of data and privacy concerns

The trust that customers have for brands and business, in general, is at a low ebb. Whilst many businesses are cognisant of this and are working hard to build the trust that they have with their customers, in recent months their cause has not been helped by a number of stories that have cropped up around privacy, data leaks, hacks and exposés focused on some of the tactics employed by a number of high profile brands. It is understandable that

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Customer engagement and advocacy is undermined by a deficit of care

I was catching up with an old friend the other day and we were talking about the company he works for and the journey they are going through with regards to how they position and differentiate themselves in their market. The company, in question, builds houses for a particular type of customer and geographic market. Like many other companies, they have found it difficult to differentiate themselves on product or price, given the dynamics of the market and how competitive

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Blogger outreach and building trust with your customers – Interview with Hugh Anderson

Today’s interview is with Hugh Anderson of Forth Metrics, a software company that is creating new, simple marketing analytics tools. Their first tool, Inkybee, aims to help small businesses and PR agencies to get more out of their blogger outreach by helping discovering blogs, manage the outreach process and measure the results. This interview follows on the back of last week’s interview: Being Likeable, leadership, customer and employee engagement – Interview with Dave Kerpen and is number fifty-four in the

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Skepticism is rife and trust is not easily won but your people can help

photo credit: opensourceway Earlier today Edelman, the global PR form, launched the results of it’s 2012 Trust Barometer. According to Edelman: “This year’s survey is bigger than ever before, with 30,000 people questioned in 25 countries. The Barometer reveals the state of Trust in business and institutions.” I’ve written about this survey before in Your Internal Brand is One of Your Most Important Marketing Tools and refer to Edelman’s survey results in my eBooks (You can check them out for

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