The three Cs of customer satisfaction – consistency, consistency, consistency

From McKinsey Insights: Consistency is the secret ingredient to making customers happy but is difficult to get right and requires top-leadership attention.

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CEO Survey: A World in Trust

Leadership and Corporate Responsibility  This CEO survey report by global reputation auditors Echo Research (now Ebiquity) and IBLF  reviews drivers and best practice in corporate responsibility asks ‘are companies making sustainability core to their strategies and activities’? Download the full report.

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On Trust and Behaviour – from the author of ‘HOW’

We’ll see that word a lot in this report. Simply stated, HOW is the belief that what we do is not nearly as important as how we do it. That’s because today’s new reality — and the new normal for business — is marked by hyperconnectivity, hypertransparency, and ever-deepening interdependencies. The days of “It’s not […]

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Trust – from the World Economic Forum

How can leaders create a high-trust environment in their organizations, which leadership attributes matter and how can they be developed on a broader basis.  See the latest in this WEF forum (join the debate @weftrust#)

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