Here is a quick recap of some of the high/low lites:
Small business owners and all those that work for them should take pride in these findings, as well as a some assurance their efforts are being recognized and will be rewarded.
While some may disagree over absolute ranking, there are few who would suggest trust is not one of the primary drivers of consumer and employee behavior, especially on the heals of troubled times.
This being the case, small businesses should rightfully expect to see upticks in market share, customer loyalty, employee attraction, employee retention and a bunch of other good stuff.
As per those of us associated with institutions (either as employees or shareholders) further down the list... let's just say perhaps it's time we either convinced the powers that be to reassessed their practices and start looking for ways to win back the trust... or we move on over to the small side.
So much for the old saying "Go big, or go home!"
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This is very interesting, especially for the "strategists" of large corporations, banks and other financial insitutions. Presumably they should all be fired or sent back to school (or more practically - to the "street"), to see how the small businesses do it.
ReplyDeleteInteresting to note that the more trusted ones seem to be the closest to the customer / public / parishioner etc - i.e. closest to the people that are being served. The further removed from the customer, the less trusted it is - that might be the link.
I think we're on to something here Jim....
A great read!
ReplyDeleteJim
I'm with Justin! Building trust is all about getting and staying close to the customer - something most large organizations just don't get. It would appear from this study the exception might be the technology companies. It would be interesting to know what they are doing that the other big guys are not.
ReplyDeleteRick
Hey Rick,
ReplyDelete(Thanks for your comment by the way).
I suspect for the technology companies it's to do with the perception that they are savvy, nimble, of and with and for the people - the tech companies are cutting edge, and they deliver the "toys" we want. And you look at a lot of these tech shops (the mobile phone companies, Mac, specialised electronic "gadget" stores and the like) and the people there are casual, friendly, chatty, approachable, knowledgeable about their products generally, the setting are open, glitsy, not imposing, sort of cool or trendy in some way. It's a bit like a toy store really, and everybody loves those! I wonder if those things contribute to people feeling a "trust"/connection with tech companies.
Nothing very cool or trendy about labour unions, federal agencies, , large corporations - seen more as stuffy and snobbish, not about the people they serve at all.
A lesson here for them? We'll see.
Very interesting!
ReplyDelete