How we’ll use it? First, whet clients’ appetite to understand where they fit on the grid; instigate Strategy One insightsReview expectations of general industry and the drivers most trust-critical to their industryDiscuss the gap between stakeholder expectations and their performance (and perceived performance)Discuss their efforts and point to drivers where they are most at risk, suggest prescriptive recommendations and strategy The positive or negative gap between performance and expectations indicates the standing trust dynamic. With this diagnostic tool, we are able to identify the attributes in which the most opportunity lies for Trust-building efforts. *More in Session 2.
31 Programming to Close the Expectation / Performance Gap 100 societal drivers •Listens to customer needs / 80 ATTRIBUTES CPG feedback •Takes responsible actions to address an issue or a crisis •Places customers ahead of Business profits 60 •Treats employees well CPG Company X •Has ethical business practices •Partners with NGOs, government and third parties to address societal 40 issues •Works to protect and improve the environment •Addresses society’s needs in its everyday business 20 •Creates programs that positively impact the local community 0 0 20 40 60 80 100EXPECTATION / PERFORMANCE: Measure operational drivershow a company is perceived to be •Offers high quality products/services ATTRIBUTES • Has transparent/open business practicesperforming based on trust building •Communicates frequently and honestly on the state of its business •Delivers consistent financial returns to investorsattributes - in various markets, across 10 •Has highly-regarded and widely admired top leadership •Is an innovator of new products, services or ideasindustries, 5 companies, and government •Ranks on a global list of top companies