Archive for May, 2012

Customer Expectations for Trust are Rising

Posted on 30. May, 2012 by in News

To paraphrase Warren Buffet, the secret to good customer relationships is the same as the secret to any good marriage: low expectations. But customer expectations with respect to trust are now rising, and technology is the culprit, driving a dramatic increase in the speed and volume of interaction.  Whenever two people interact – either face [...]

A Review of Extreme Trust by Maz Iqbal

Posted on 29. May, 2012 by in News

Maz from The Customer Blog has written about Extreme Trust 3 times in the past few weeks: “How best to describe Extreme Trust the latest book by Don Peppers & Martha Rogers?  Perhaps the best place to start is to compare it with the other books Don and Martha have written.  Which is the book [...]

Extreme Trust is Social

Posted on 22. May, 2012 by in Uncategorized

If you’re planning a trip and want to know what a hotel or resort is really like, there is no shortage of Web sites offering reviews.  Some reviews are by travel critics and insiders, while others are purported to be from real customers.  Problem is, a substantial number of these “real customer” reviews are, in [...]

The Consumerist, Cable Companies, and Extreme Trust

Posted on 10. May, 2012 by in News

The Consumerist posted an article that’s been getting lots of great feedback in response to our co-author Don Pepper’s recent piece in Fast Company. The Consumerist Deputy Editor Chris Morran looks at Don’s description of his customer experience with Comcast and how they missed an opportunity to apply the principles of extreme trust (i.e. proactively helping their customers) [...]