The Four Factors of Trust with Ashley Reichheld & Amelia Dunlop

“Trust, at its core, is built when you make and keep good promises. And we describe the ability to make good promises as having high humanity and transparency. And the ability to keep those promises we define as capability and reliability. Those are the four factors of trust.”

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Episode Summary

Ashley Reichheld & Amelia Dunlop are both passionate leaders within Deloitte Digital. Ashley works as a Principal and Customer & Marketing practice leader, while Amelia is the Chief Experience Officer. Their research is codified in the new book, The Four Factors of Trust : How Organizations Can Earn Lifelong Loyalty , where they offer practical guidance to measure and build trust in the relationships that matter most by cultivating humanity, capability, transparency and reliability. Join Aviv Shahar as he engages in a meaningful discussion with Ashley Reichheld & Amelia Dunlop centered on trust, humanity, purpose, and meaning.

Essential Learning Points:

00:30 – Aviv introduces today’s guests, Ashley Reichheld & Amelia Dunlop, who reflect on today’s topic: The Four Factors of Trust
02:56 – Key learnings Ashley & Amelia would pass along to the younger generation as they begin to shape their careers
04:49 – What younger workers think about trust and empathy
06:26 – Defining and measuring ‘humanity’ and how it relates to trust
09:42 – What it occurring with Generation Z
13:27 – How leaders can cultivate an environment of trust
16:29 – Why trust is critical across multiple institutions
17:34 – Reclaiming our humanity
19:54 – Ashley & Amelia share early influences on their careers
21:18 – The gender imbalance & sustainability
24:38 – Advice Ashley & Amelia give to young women entering the workforce
30:58 – Ashley & Amelia speculate on the future and necessary systemic changes
33:31 – Purpose, Meaning, and Trust
37:07 – Final thoughts from Ashley & Amelia

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