My Take:
Lance Armstrong and the Trust Scale
Gary Lemke, Chief Customer Advocate
(January 18, 2013)
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"I will spend the rest of my life trying to earn back trust and apologize to people." - Lance Armstrong, 2013
Previously, I shared my trust scale - a simple way to quantify on a scale of 0 to 5 the level of trust involved in a customer relationship. A body of reader feedback focused on the trickiness of putting trust on a scale because it is such a context sensitive matter. In other words, the level of trust often is the sum of past experiences (direct and indirect), emotional bias and the nature or scope of the customer interaction.
Today, let's put the trust scale to the test. How does the trust scale holds up vis-a-vis Lance Armstrong's recent confession that he has violated the trust of those closest to him but markets, nations, sports, and pop culture? Such a wide path means there is a good chance your trust in Lance has changed.
So put the trust scale to test. Where would you have put your trust in Lance at its highest point? Where do you put it now? What would it take from him for you to consider moving up the trust scale?
5: I trust you with my life. 4: I trust you are my advocate. 3: I trust you to do no harm. 2: I trust you, but I verify. 1: I want to trust you, but I don't. 0: I do not trust you.
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