Extreme Trust: Honesty as a Competitive Advantage

    By Don Peppers, Martha Rogers
How companies can stay competitive in a world of total transparency. With their first book, 1993's The One-to-One Future, Don Peppers and Martha Rogers introduced the idea of managing interactive customer relationships, long before the Web and social networking made it standard business practice. With Extreme Trust, they look to the future once again, predicting that rising levels of transparency will require companies to protect the interests of their customers and employees proactively, even when it sometimes costs money in the short term. The importance of this "trustability" will transform every industry. Retail banks won't be able to rely as much on overdraft charges. Consumers will expect retailers to remind them when they have unused balances on gift cards. Credit card companies will coach customers to avoid excessive borrowing. Cell phone providers will help customers find appropriate calling plans for their usage patterns. Success won't come from top-down rules and processes, but from bottom-up solutions on the part of employees and customers themselves. And the most successful businesses will earn and keep the extreme trust of everyone they interact with
    ABOUT THE AUTHORS
DON PEPPERS and MARTHA ROGERS, PhD, are the founding partners of Peppers and Rogers Group, a Carlson Marketing Group Company based in Norwalk, Connecticut (www.1to1.com). They are the coauthors of five bestselling books about one-to-one customer relationships and were named by Business 2.0 magazine as two of the most important business gurus of all time. Peppers was formerly the CEO of a top-20 direct marketing agency, and Rogers is an adjunct professor at The Fuqua School of Business at Duke University, as well as Codirector of the Teradata Center for Customer Relationship Management at Duke University (www.teradataduke.org). Martha's novel Not on the Menu debuted on May 1, 2007, as a part of Sugar and Grits, a novella collection with DiAnn Mills, Janice Thompson, and Kathleen Y'Barbo. Her series Winds Across the Prairie debuted in 2010 with Becoming Lucy, Morning for Dove, Finding Becky, and Caroline's Choice. Her other credits include stories in anthologies with Wayne Holmes, Karen Holmes, and Debra White Smith; several articles in Christian magazines; devotionals in six books of devotions; and eight Bible studies. Martha served as editor of an eight-page monthly newsletter for the writer's organization Inspirational Writers Alive! for six years and is the state president. She is also the director for the annual Texas Christian Writer's Conference and is a member of American Christian Fiction Writers, for whom she writes a weekly devotional. Martha and her husband reside in Houston, Texas, where they are active members of First Baptist Church.

    REVIEW QUOTES

"'Trust is the new black.' We all rely on those we trust, and that's particularly true when it comes to business. "Extreme Trust "talks about how trust is increas-ingly critical in business, and how trustworthiness, or its absence, has become increasingly visible. It discusses what trustworthy behavior means in business, and how to change corporate culture to make it more genuinely trustable."--Craig Newmark, founder of craigslist.com "This book is a must-read for anyone leading an organization. The future is com-ing and it's coming fast. Peppers and Rogers's insights and advice will lead you through this remarkable time of change. Simply indispensable."
--John Costello, chief global marketing and innovation officer, Dunkin' Brands, Inc. "What I loved about this book is that it forces the reader to stop using tradi-tional ways of looking at business value (efficiency, productivity) in order to understand the trust crisis. And the further I got, the more I realized it really is a crisis. Lack of trust in business is almost something we now take for granted, as a normal cost of doing business. It's why the exceptions are so remarkable. "Extreme Trust "has shown us not only why it is so wrong that we take that for granted, but why it is so costly. It's the first book that really lays out a prac-tical model for the evolution of business--big business--and it is brilliant."--Jennifer Evans, CEO of Sequentia "Despite the shifting sands of time, Peppers and Rogers remind us what we never should have forgotten. Extreme trust is the "only "foundation to build on. This is the best book yet from this insightful duo!"--Marilyn Carlson Nelson, chairman of Carlson "Once again, the remarkable team of Peppers and Rogers nails it. Ignore them at your peril."--Seth Godin, author of "Linchpin"


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Language English
Pages 326
Published 04/2012
Publisher Portfolio

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