Trust is one of the many factors that relate to customer satisfaction. When a customer does business with your organization, they have trusted you enough to do business with you. But trust can be broken in many ways, covered by The Speed of Trust by Stephen M. R. Covey. Three key behaviors from this book that customer satisfaction professionals need to promote in their organizations are transparency, clarify expectations and right wrongs. A story of a major caught in a ‘real and apparent conflict of interest’ is an example of these principles.

One of the key trends in the free world today is that corporations and people can not longer hide what they say or do. Here’s an example where parents have had to turn their own children into the police for crimes due to social media pressure. This affects businesses, governments and not for profit organizations as well. See 4 tips on how to handle mistakes.

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