Trust is the mandate for making so many important decisions in our lives - from our choice of partner to the brand of car we drive and the neighbourhood we choose to live in. In business, trust is central to success: it leads to employee commitment and motivation; it allows people to take risks and so encourages innovation; and it increases customer loyalty. And yet, despite its value, companies are more likely to lose trust than gain it. Trust can be tough to define, complex to understand and hard to achieve, but the payoffs are exceptional. This critically acclaimed book clarifies the value of trust within a company and the costs incurred when trust is gone. The authors describe the anatomy of trust and explain (using fascinating examples) how trust is built within the company and how it's developed with customers. This is an important management book for an age when trust really does matter.
Sally Bibb is with The Economist Group, where she is currently Director of Group Sales Development. She is the author of The Stone Age Company (Cyan). Jeremy Kourdi is a consultant and author of several business books, including The Economist Guide to Business Strategy.