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Book Review: Extreme Trust

Book Review: Extreme Trust
27 March 2013 John Moore

‘Extreme Trust’ is a book by Don Peppers & Martha Rogers which takes ‘Trust’ to a whole new level.

Most of us know that honesty and integrity are great qualities to have. The missed opportunity however, is that most business owners and managers fail to appreciate that building trust with their marketplace and customers can be a huge source of competitive advantage.

Whilst it is easy to say that you are trustworthy and to believe that the people around you do in fact trust you… yet, what we think and what is actually the case are often two completely different things.

In Extreme Trust, Peppers and Rogers explore this issue and come up with several strategies and approaches that will enable you to maximize the power of trust in your business.

From stories of what NOT to do, to explanations of ‘what went wrong’ and ‘how to fix it’, this easy-to-read book is packed with research and data that makes arguing with honesty as a business strategy… well, a dishonest idea.

The book is divided into ten chapters entitled:

  1. Trust: Not Just a Good Idea. Inevitable.
  2. Serving the Interest of Customers, Profitably
  3. Trustability: Capitalist Tool
  4. Sharing: Not Just For Sunday School
  5. Trust and the E-Social Ethos
  6. Control Is Not an Option
  7. Build Your Trustability In Advance
  8. Honest Competence
  9. Trustable Information
  10. Designing Trustability Into a Business

What do other people think about this book?

This book is a must-read for anyone leading an organization. The future is coming and it’s coming fast. Peppers and Rogers’s insights and advice will lead you through this remarkable time of change. Simply indispensable.

John Costello
Chief Global Marketing and Innovation Officer


What I loved about this book is that it forces the reader to stop using traditional ways of looking at business value (efficiency, productivity) in order to understand the trust crisis. And the further I got, the more I realized it really is a crisis. Lack of trust in business is almost something we now take for granted, as a normal cost of doing business.

It’s why the exceptions are so remarkable. Extreme Trust has shown us not only why it is so wrong that we take that for granted, but why it is so costly. It’s the first book that really lays out a practical model for the evolution of business–big business–and it is brilliant.

Jennifer Evans
CEO of Sequentia


John Moore has over 20 years experience of training and developing Managers, Coaches, Consultants and businesses. As Managing Director of Exponential Training, John researches, speaks, blogs and writes about how to improve performance. He also designs and delivers engaging, fun and interactive learning programmes. John is a Fellow Chartered Manager and has worked with managers and organisations in over 20 different countries.


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