The Real Lesson of Toyota: Cultural Insensitivity?
The obvious story about Toyota—in the US anyway–is their perceived huge loss of trust. Typical is this column yesterday by David Lazarus of the LA Times, titled Toyota: What’s so Hard About Doing the Right Thing? Suggests Lazarus: “Toyota’s actions throughout this mess — the initial denials, the obfuscating, the gradual acknowledgment of safety […]
The Bigger the Bank, The Lower the Customer Satisfaction?
That’s what seems to be the finding in this interesting study: Customers of the biggest banks in the United States are the least likely to believe their financial institution does what’s best for them as opposed to what’s best for the bottom line, according to a new report from Forrester Research. To put the rankings […]
February Carnival of Trust is Now Up!
For those unfamiliar, the Carnival of Trust is a monthly collection of the most compelling and thought-provoking posts dealing with the subject of trust within the blogosphere. Each month, the Carnival is hosted by an experienced blogger—who has his or her own strong ideas on the subject of trust. The definition and selection of which […]
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THE TRUSTED ADVISOR FIELDBOOK
The pragmatic, field-oriented follow-on to the classic The Trusted Advisor. Green and Howe go deep into the how-to’s of trusted business relationships—loaded with stories, exercises, tips and tricks, and deeply practical advice.
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TRUST-BASED SELLING
“Sales” and “Trust” rarely inhabit the same sentence. Customers fear being “sold” — they suspect sellers have only their own interests at heart. Is this a built-in conflict? Or can sellers serve buyers’ interests and their own as well? The solution is simple to state, hard to live—and totally worth the effort.
THE TRUSTED ADVISOR
This classic book explores the paradigm of trust through the filter of professional services. It is a blend of thought and practice, clear ideas and practical suggestions, and it has found a place on many professionals’ working bookshelves.