Restoring Public Trust

When a company breaks trust with the public, its performance suffers. How can the company restore trust? By fulfilling the promises it makes to different audiences, argue Sandra Sucher and Shalene Gupta in a recent Harvard Business Review article. The authors distill these promises into a framework, illustrated below.

Consider it a guide for assessing your company's relationship with key audiences, from customers to employees and beyond. Using research to understand these audiences' attitudes and opinions will further strengthen your trust-building efforts.