The Power of Trust

This research focuses on how companies and their leaders build, lose, and regain trust. It describes the inviolable expectations stakeholders have of companies; the myths about trust that send companies down blind alleys; and offers a framework of actions that enables companies and their leaders to earn and restore trust. The company research on which The Power of Trust is based is groundbreaking in its breadth of coverage of industries and geographies, and in its focus on the details that matter in the design and implementation of trust practices.

While several books have been written about trust from different angles, none discuss the plurality of trust: that is, how an organization made of multiple people and groups gains the trust of multiple people and groups. In addition, none of them offer an actionable model for diagnosing how to build trust with groups of people that have conflicting needs.

This research is based on a globally diverse group of companies, including Uber, Tommy Hilfiger, Michelin, Honeywell, BBC News, BMW, Anglo American, Royal Dutch Shell, Nokia, The Ritz-Carlton, Amazon, Wal-Mart, Jet Blue, Japan Airlines, HDFC (India), Kaspi Bank (Kazakhstan), Alibaba, and Recruit Holdings Ltd. (Japan).