Bloghound

Forget conventional wisdom when it comes to managing corporate reputation. In fact, transparency matters the least in building stakeholder trust (employees, customers, suppliers, investors) and can actually erode trust, according to a fascinating new study by Harvard University’s Michael Pirson and Deepak Malhotra, published in the summer issue of MIT Sloan Management Review. (”Unconventional Insights for Managing Stakeholder Trust.”)

The authors studied four different organizations to find out what matters and to whom. Highlights:

• Transparency is over-rated. In fact, transparency can diminish trust depending on what is disclosed. Also, it has little relevance in terms of building trust.
• Integrity is important, but. Stakeholders close to a company (employees and customers) need to feel that the company genuinely cares for their personal well-being. Integrity alone doesn’t cut it if people feel the company is being fair but “callous.”
• Trust is built on different types of competencies. Employees and investors look for management competency. Customers and suppliers more concerned about technical and quality competency.
• Shared values is hugely important to all stakeholders: All stakeholders want to associate with organizations with values they identify with.

“We have found that that although value congruence matters most to employees, it is also an important factor for every other stakeholder group we studies. In other words, stakeholders of all types are interested in associated with organizations with whom they can identify — and with whom they perceive a match in values.”

This study has interesting implications for marketers and corporate communications professionals.

• Trust means different things to different stakeholders.
• Marketing needs to focus more on two key trust-building factors: the company’s genuine interest in their customers’ success and well being, and the company’s technical ability to deliver quality products and services.
• What beliefs? It’s essential to clearly articulate the company’s values and beliefs. (Maybe even help uncover them. ) In my experience few organizations — especially marketers — focus on these beliefs, or even know what they are. But as this study shows they are critically important to building affinity and trust with customers.

You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.