The Power of Trust: How Companies Build It, Lose It, Regain It

The Power of Trust: How Companies Build It, Lose It, Regain It

The Power of Trust: How Companies Build It, Lose It, Regain It

The Power of Trust: How Companies Build It, Lose It, Regain It


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A ground-breaking exploration of the changing nature of trust and how to bridge the gap from where you are to where you need to be.
Trust is the most powerful force underlying the success of every business. Yet it can be shattered in an instant, with a devastating impact on a company’s market cap and reputation. How to build and sustain trust requires fresh insight into why customers, employees, community members, and investors decide whether an organization can be trusted.

Based on two decades of research and illustrated through vivid storytelling, Sandra J. Sucher and Shalene Gupta examine the economic impact of trust and the science behind it, and conclusively prove that trust is built from the inside out. Trust emerges from a company being the “real deal”: creating products and services that work, having good intentions, treating people fairly, and taking responsibility for all the impacts an organization creates, whether intended or not.

When trust is in the room, great things can happen. Sucher and Gupta’s innovative foundation for executing the elements of trust—competence, motives, means, impact—explains how trust can be woven into the day-to-day and the long term. Most importantly, even when lost, trust can be regained, as illustrated through their accounts of companies across the globe that pull themselves out of scandal and corruption by rebuilding the vital elements of trust.

Product Details

ISBN-13: 9781541756670
Publisher: PublicAffairs
Publication date: 07/06/2021
Pages: 304
Sales rank: 445,100
Product dimensions: 6.00(w) x 9.20(h) x 1.30(d)

About the Author

Sandra J. Sucher is a professor of management practice at Harvard Business School and an internationally recognized researcher who studies how organizations become trusted and the vital role leaders play in the process. She was a business executive for twenty years before joining the Harvard faculty.
Shalene Gupta is an editor at MIT Horizon and a research associate at Harvard Business School. Previously she was a Fortune reporter covering diversity in Silicon Valley, big data, and smart cities.

Table of Contents

Introduction: A Moment of Trust "in the Small" 1

1 What Is Trust? 15

2 Competence 29

The Art and Science of Excellence

3 Motives 55

A Fine Balance

4 Means 83

When All Is Fair

5 Impact 119

Our Actions Speak

6 Recovery 155

Regaining Lost Trust

7 Power, Trust, and Leadership 187

8 Trust As Potential 215

Acknowledgments 223

Notes 229

Index 275

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