Title: Extreme Trust: Turning Proactive Honesty and Flawless Execution into Long-Term Profits, Revised Edition
Authors: Don Peppers and Martha Rogers, Ph.D.
Amanda Rooker’s contribution to project: manuscript review, research/citations, partial draft writing, line editing, publisher liaison
Acknowledgments: “Our profound thanks to Amanda Rooker, who is not only a social-media-savvy researcher, but a phenomenally detailed editor, a smart writer, and a terrific, upbeat person who keeps us going as well. She has been our right arm on this project.”
“Bottom line: We have never worked with anyone who compares with Amanda Rooker as an editor, researcher, draft piece writer, and general support team. Her attention to detail and ability to juggle millions of details simultaneously and flawlessly would be valuable on their own, but her ability to think, remember, compare, learn quickly, and make genuine contributions makes her essential to our book production. She truly cared as much as we did about producing a complete, accurate, interesting, and useful book. I recommend her to anyone with only one hesitation: Just leave enough of her time free so we can use her again.”
If you accidentally try to order the same song twice from iTunes, you’ll be warned that you already own it. Not because it would be illegal or unethical for Apple to profit from your forgetfulness. There’s a clear business reason: the leaders of iTunes realize there’s no better way to make you trust them than to be totally honest when you least expect it.
- Banks will soon have to stop relying on overdraft charges, because depositers will expect advance warnings of low balances.
- Retailers will be expected to remind shoppers when they have unused balances on their gift cards.
- Credit card companies will have to coach customers on avoiding excessive borrowing.
- Cell phone providers will win more business by helping customers find the cheapest calling plans for their usage patterns.
- Health insurers will make recommendations based on improving long-term health, not increasing their revenue.
For instance, in 2009 Best Buy launched Twelpforce, a service that responds to customer questions and problems via Twitter. It’s manned part time by more than two thousand employees. In its first year of operation Twelpforce responded to nearly thirty thousand inquiries—which not only improved customer service but also helped educate and motivate the associates who participated. The short-term profit might be small but the impact on trust is enormous.
With a wealth of fascinating research as well as practical applications, this book will show you how to earn—and keep—the extreme trust of everyone your company interacts with.