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Extreme Trust

How companies can stay competitive in a world of total transparency. With their first book, 1993's The One-to-One Future, Don Peppers and Martha Rogers introduced the idea of managing interactive customer relationships, long before the Web and social networking made it standard business practice. With Extreme Trust, they look to the future once again, predicting that rising levels of transparency will require companies to protect the interests of their customers and employees proactively, even when it sometimes costs money in the short term. The importance of this "trustability" will transform every industry. Retail banks won't be able to rely as much on overdraft charges. Consumers will expect retailers to remind them when they have unused balances on gift cards. Credit card companies will coach customers to avoid excessive borrowing. Cell phone providers will help customers find appropriate calling plans for their usage patterns. Success won't come from top-down rules and processes, but from bottom-up solutions on the part of employees and customers themselves.

Product Overview
ISBN 9780143108559
Categories Business and Economics, BX, Non-Fiction, Non-Fiction: Personal Development, Whateversary
Author(s) Don Peppers
Publisher Portfolio Penguin
Pages 294
Format paperback
Dimensions 13.7cm x 2cm x 21.3cm
Weight 0.32 kg
Notes The book images and summary displayed may be of a different edition or binding of the same title.

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