Last weekend, during the DMA 2012 congress, I have had the opportunity to attend a keynote by Don Peppers, well-known specialist in customer driven business stratgy.
Don Peppers talked about the content of his last book, “Extreme Trust”, which is about the growing need for businesses to deserve the consumers’ trust if they want to remain profitable.
This need to be trustable is one the consequences of the technological evolution which gives us, as consumers, the power to interact faster, better, and more often. That’s what Peppers calls -in analogy to Moore’s law- “Zuckerberg’s law”: we interact 1000 times more every 20 years. Continue reading “Extreme Trust – Honesty as a competitive advantage”