The Perils of Measuring Trust
The desire to measure trust is busting out all over. Some of it is due to management myths (“you can’t manage it if you can’t measure it”), and some of it is due to natural curiosity. Do People Trust...
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Meeting Your Customers’ Value Metrics
This weekend I read two things. Each influenced me, but the combination kicked me hard. One was a post by Chris Brogan on website best practices. In it, he critiqued his own website, concluding that he...
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Are You a Trusted Twitterer?
Those of you who love new social media and are measurement mavens, this blog’s for you. Ever wonder how you’re doing on Twitter? Of course, you can’t miss the “followers” count at the top of your and...
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Metrics: Overmeasuring Our Way to Management
Contrary to the popular saying (“if you can’t measure it, you can’t manage it”), the ability to manage is not dependent on the ability to measure. In fact, overmeasurement has some serious downsides....
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The Trust Reader Volume 4
Greetings, and welcome to this month’s ebook, Volume 4 of the TrustReader. The TrustReader series announces the publication of new articles on the Trusted Advisor website. This month, we lead with the...
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Is Measurement the Enemy of Management?
Growing up as a cub consultant, billable hours were without question the defining metric in the consulting industry. It seemed obvious therefore, that achieving success would be dependent on increasing...
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Not the Grammys or the Emmys–the Trusties: New Most Trusted in Business Lists
First of all, stifle that snarky laugh about awards for trust in business. Yes, trust in business is at an all-time low. All the more reason to identify best practices, celebrate them and help us to...
View ArticleCustomer Death by Survey? Or Just Bad Surveys?
I recently wrote an article in RainToday called How To Annoy Your Client Without Really Trying, about the excess of customer satisfaction metrics. Wouldn’t you know it – someone disagreed with me! I...
View ArticleTrust is Not Reputation
I trust my dog with my life – but not with my ham sandwich. That is but one of dozens of humorous ways to indicate the multiple meanings we attach to the word “trust.” It’s remarkable how good we are...
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The Math of Low Trust
Trust in business has declined in recent years. One reason why can be demonstrated with a bit of math. Assume two streams of income, with a net present value calculation for each. (I’ll use a 10%...
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That’s Not a CSF – That’s Just a KPI!
I had a conversation with BigCo., Inc. They want their B2B salespeople to become trusted advisors. They felt (correctly) that greater trust levels with their customers would result in greater...
View ArticleHow Smart People Get Stupid
Exhibit A. Google conducted a multi-year, multi-million dollar study called Project Aristotle to determine just what distinguishes successful teams from unsuccessful ones. Tons of data were examined,...
View Article3 Principles to Positively Measure Sales Training Effectiveness
It’s an article of faith in business that “if you can’t measure it, you can’t manage it.” The alternative phrasing is, “What gets measured gets managed.” Nowhere are those mantras more repeated than in...
View ArticleRelationships or Metrics? I Haven’t Got Time for Both
Why is it that, in today’s age of instant gratification, we feel like we never have enough time? Emails fly across our inboxes – we get instant responses. Someone reaches out via text, and we expect a...
View ArticleDon’t Confuse Your KPIs with Your CSFs
I spoke with BigCo, Inc. They wanted their B2B salespeople to become trusted advisors. They felt (correctly) that greater trust levels with their customers would result in greater intra-customer market...
View ArticleThe Degradation of Trust in Marketing
Think for a minute about the relationship between words and reality. In theory, we use words to describe reality. In practice, it goes the other way too. The words we use first affect our...
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Trust Matters, The Podcast: The Cult of Closing (Episode 10)
This is the newest of Trust Matters, The Podcast! Listeners submit their personal questions about professional relationships, trust, and business situations to our in-house expert Charles H. Green,...
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