The Resource Extreme trust : honesty as a competitive advantage, Don Peppers and Martha Rogers, (eaudio)

Extreme trust : honesty as a competitive advantage, Don Peppers and Martha Rogers, (eaudio)

Label
Extreme trust : honesty as a competitive advantage
Title
Extreme trust
Title remainder
honesty as a competitive advantage
Statement of responsibility
Don Peppers and Martha Rogers
Creator
Contributor
Narrator
Subject
Genre
Language
eng
Summary
If you accidentally try to order the same song twice from iTunes, you'll be warned that you already own it. Not because it would be illegal or unethical for Apple to profit from your forgetfulness. There's a clear business reason: the leaders of iTunes realize there's no better way to make you trust them than to be totally honest when you least expect it. In the age of the Web, smart phones, and social networks, every action an organization takes can be exposed and critiqued in real time. Nothing is local or secret anymore. If you treat one customer unfairly, produce one shoddy product, or try to gouge one price, the whole world may find out in hours, if not minutes. The users of Twitter, Yelp, Epinions, and similar outlets show little mercy for bad behavior. The bar for trust-worthiness is higher than ever and continuing to rise. Don Peppers and Martha Rogers 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. The payoff of generating extreme trust will be worth it. The authors show how this trend is playing out in many different sectors. Among their insights: Banks will soon have to stop relying on overdraft charges, because depositors will expect advance warnings of low balances. Retailers will be expected to remind shoppers when they have unused balances on their gift cards. Credit card companies will have to coach customers on avoiding excessive borrowing. Cell phone providers will win more business by helping customers find the cheapest calling plans for their usage patterns. Health insurers will make recommendations based on improving long-term health, not increasing their revenue. The companies that Peppers and Rogers call "trustable" remember what they learn from each interaction, and they use these insights to create better and better customer experiences. They focus on winning the long-term battle for trust and loyalty, even if the dollar value of that trust is hard to quantify. With a wealth of fascinating research as well as practical applications, this book will show you how to earn - and keep - the extreme trust of everyone your company interacts with
Accompanying matter
technical information on music
Cataloging source
Midwest
http://library.link/vocab/creatorName
Peppers, Don
Form of composition
not applicable
Format of music
not applicable
Literary text for sound recordings
other
PerformerNote
Narrated by Don Peppers
http://library.link/vocab/relatedWorkOrContributorName
  • Rogers, Martha
  • Peppers, Don
  • hoopla digital
http://library.link/vocab/subjectName
  • Business ethics
  • Customer relations
  • Trust
  • Honesty
Target audience
adult
Transposition and arrangement
not applicable
Label
Extreme trust : honesty as a competitive advantage, Don Peppers and Martha Rogers, (eaudio)
Link
Instantiates
Publication
Antecedent source
unknown
Capture and storage technique
digital storage
Color
not applicable
Configuration of playback channels
unknown
Dimensions
  • not applicable
  • unknown
Edition
Unabridged.
Extent
1 online resource (1 audio file (9hr., 15 min.))
File format
unknown
Form of item
  • online
  • electronic
Governing access note
Digital content provided by hoopla
Groove width / pitch
not applicable
Isbn
9781469087498
Isbn Type
(sound recording : hoopla Audio Book)
Kind of cutting
not applicable
Kind of disc cylinder or tape
not applicable
Kind of material
unknown
Level of compression
unknown
Other physical details
digital.
Publisher number
MWT11258705
Quality assurance targets
unknown
Reformatting quality
access
Sound
sound
Special playback characteristics
digital recording
Specific material designation
  • other
  • remote
Speed
other
Stock number
11258705
System control number
MWT11258705
System details
Mode of access: World Wide Web
Tape configuration
not applicable
Tape width
not applicable
Label
Extreme trust : honesty as a competitive advantage, Don Peppers and Martha Rogers, (eaudio)
Link
Publication
Antecedent source
unknown
Capture and storage technique
digital storage
Color
not applicable
Configuration of playback channels
unknown
Dimensions
  • not applicable
  • unknown
Edition
Unabridged.
Extent
1 online resource (1 audio file (9hr., 15 min.))
File format
unknown
Form of item
  • online
  • electronic
Governing access note
Digital content provided by hoopla
Groove width / pitch
not applicable
Isbn
9781469087498
Isbn Type
(sound recording : hoopla Audio Book)
Kind of cutting
not applicable
Kind of disc cylinder or tape
not applicable
Kind of material
unknown
Level of compression
unknown
Other physical details
digital.
Publisher number
MWT11258705
Quality assurance targets
unknown
Reformatting quality
access
Sound
sound
Special playback characteristics
digital recording
Specific material designation
  • other
  • remote
Speed
other
Stock number
11258705
System control number
MWT11258705
System details
Mode of access: World Wide Web
Tape configuration
not applicable
Tape width
not applicable

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