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Extreme Trust

Honesty as a Competitive Advantage
By Don Peppers, Martha Rogers
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# 15min reading time / 21min listening time
About the Summary

In the age of the internet, 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.

In This Summary, You Will Learn:

  • Why trustability creates a higher standard of expectations between organizations and their customers.
  • The reason that trust is able to serve the interests of both customers and the bottom line.
  • The difference between brand equity and trustworthiness.
  • Why transparency is a good investment.
Management Customer Relations Trust & Transparency
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