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Trustability from Verizon – And an Opportunity to Do More

Posted on 05. Jun, 2012 by in Don Peppers

Today I got a call from Verizon warning me that one of the phone numbers in my “family plan” had incurred unusually high charges recently.  Apparently Verizon called because my son’s phone had incurred $248 in roaming charges in just the last two weeks, and the company just wanted to be sure I was aware [...]

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 [...]

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 [...]