202: Trust Matters More Than Ever

Customer Service Revolution

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10d ago 35:08

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Summary In this conversation, Dr. David Horsager, a leading authority on trust, discusses the critical role of trust in leadership and business. He emphasizes that trust is not just a soft skill but a fundamental component that affects the bottom line. The discussion covers the historical context of trust, the shift towards personal trust in the digital age, and practical tools for measuring and building trust within organizations. Dr. Horsager introduces the eight pillars of trust and highlights the importance of clarity and humility in fostering trust. The conversation concludes with actionable insights for leaders to enhance trust in their teams and organizations. takeaways

Trust is a timeless and essential element in business.
A lack of trust can be a significant expense for organizations.
Trust has shifted from institutional to personal in nature.
Measuring trust is crucial for understanding organizational gaps.
Clarity is the foundation for building trust.
The eight pillars of trust include clarity, compassion, character, commitment, competence, connection, contribution, and consistency.
Effective communication is key to establishing trust.
Humility plays a vital role in being perceived as trustworthy.
Leaders should promise less and focus on delivering what they commit to.
Building trust requires actionable tools and frameworks.

Chapters

00:00Introduction to Trust and Leadership 02:03The Importance of Trust in Business 05:58Historical Context of Trust 10:06The Shift to Personal Trust 12:01Measuring Trust in Organizations 14:03Building Trust: The Eight Pillars 18:03Clarity as a Foundation for Trust 21:46Practical Tools for Trust Building 25:54The Role of Humility in Trust 30:11Conclusion and Key Takeaways

203 episodes

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