What does Trust mean within the context of your industry and sector? We work with organizations to capture the initial perception of Trust within their walls, then determine if and how these perceptions differ across departments, business units, and/or geographies where they operate. We start to develop an understanding of what Trust expectations exist in the eyes of different stakeholders.

The next step is making Trust measurable. To that end, we’ve developed a set of Trust measurement capabilities that measure:

• Actions an organization can take to elevate levels of Trust
• Calculation of point-in-time levels of Trust with key stakeholders

After collecting and analyzing data, the results are juxtaposed with industry and sector benchmarks, ultimately providing a detailed, quantitative assessment of Trust, including gaps, strengths, and opportunities for that enterprise.

Once an organization is equipped with relevant data and is able to diagnose where Trust gaps may exist, laying out a prioritized set of actions is essential. In an effort to determine what to act on first, we work with organizations, leveraging our research and benchmarking studies, to assist organizations as they prioritize the key areas of focus to help enhance, protect, and rebuild Trust.

This part of the process is essential and likely the most difficult: changing the organization from within and determining whether a high degree of competence and the right intent are applied to the items that are deemed highest priority and seeing those changes through. Trust rises and wanes over time, so exploring, diagnosing, prioritizing, and acting on Trust should become part of the DNA of every organization and repeated on an ongoing basis.

Like the most important things in life, Trust is never a one-and-done proposition. Rather, the attitude toward it should be one of constant nurture, looking for gaps and addressing vulnerabilities before they occur. While each Trust phase leads to the next, Protect is unique in that it’s ongoing and permeates every phase. Protect ensures that the hard work you’re putting in now is preserved regardless of the dynamic—a constantly shifting set of variables that your organization might face. With a vigilance that adjusts to each new circumstance, Trust—along with all its benefits—can thrive.