Strategic KPIs do not move because they appear in a plan. They move when people change what happens at the touchpoint. That is where the customer hears your message, tests your promise and decides whether to continue. If the experience does not build the right trust, the strategy loses force before it reaches the number that matters. So clear a little bandwidth and ask one practical question: “What does my customer need to and would love to trust us for right now?” That quest

From the Chair of TrustLogic® The years 2004 and 2005 were a watershed for corporate governance and metrics. Within those twenty-four months, the three concepts that define modern growth drivers were born: RepTrak was launched, NPS (Net Promoter Score) went mainstream, and we finalised the development of TrustLogic®. Two decades later, most boards and executive teams are drowning in the data NPS and reputation tools produce yet rarely stop to consider how they work in reality

Looking at responses on a 0 to 10 scale, customers who gave 0 to 6 scores weren’t very loyal. They didn’t spend much and often needed a lot of service, which made them a costly group. Scores of 7 and 8 showed some positive sentiment but no strong loyalty or growth. But the 9s and 10s? They behaved differently. They stayed longer, spent more, and actively recommended. So, the NPS formula was created: subtract the percentage of detractors (0 to 6) from promoters (9 to 10). The

The Opportunity A leading media company was facing stagnation and growing internal pressure as audiences and advertisers shifted rapidly across digital platforms. Customer churn was rising, confidence among staff was declining, and transformation efforts had stalled. The business needed to restore belief — internally and externally — by rebuilding trust, reenergising relationships, and reigniting growth. The goal: to create a brand and experience transformation anchored in ve

Trust matters everywhere — with customers, your people, investors, regulators, and the media. But most importantly: do you know how to...

You’ve probably seen it many times. The conversation turns to trust – its importance, how vital it is – and then... it fizzles . The...