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Honesty as a Competitive Advantage
In the age of the Web, every action an organization takes can be exposed and critiqued in real time. Don Peppers and Martha Rogers, Ph.D., the authors of Extreme Trust, argue 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 — even if that requires spending extra money in the short run to preserve your reputation and customer relationships in the long run.
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