grow with vision, precision and certainty

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Aron Phelps
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1 grow with vision, precision and certainty The 6 drivers of reputation and trust. An introduction to the six drivers of trust and reputation. Die 6 Vertrauens- und Reputationstreiber. Examining how trust and reputation are interrelated, how trust impacts stakeholder relations, and how trust can be analysed and built. 165 Cremorne Street Cremorne 3121 Victoria This publication and results are copyright mext HuTrust and the 6 drivers of trust are copyright and trademark of ifm/mext. Copying and publishing Stefan.grafe@mextconsulting.com by any means is not permitted without express permission of the copyright holder except as permitted through the Australian copyright act and for information Melissa.wraith@mextconsulting.com purposes.

mextconsulting.com www.hutrust.com This publication and results are copyright mext 2013. HuTrust and the 6 drivers of trust are copyright and trademark of ifm/mext. Copying and publishing Stefan.

2 Trust drives over 75% of your reputation. This corresponds with international reputation studies that show that trust accounts for 70-80% of reputation %

3 The more people trust, the higher they score the organisation s reputation. % of people 100% 80% 60% 40% Has a good reputation Relates well to people like us 20% Is valuable to our community 0% Trust score

4 Trust is very important. Driving trust automatically drives the vast majority of your reputation. If we clearly understand trust, we understand better how to build and manage 3/4 of our reputation.

5 Let s look at trust in detail.

6 To understand what trust is made of, we use HuTrust. HuTrust (for human trust) reveals the 6 drivers that make up trust. This enables to understand what people (don t) trust you for and therefore turn trust into an actionable concept. HuTrust is Psychologically correct (developed under supervision of the father of the most modern psychology) Statistically proven (to account for 70-80% of trust and its effects like advocacy and good reputation) Practically proven with many leading organisations from Australia to Qatar (helping clients achieve trust & bottomline increases between 10 and 36% within 6 months)

HuTrust is Psychologically correct (developed under supervision of the father of the most modern psychology) Statistically proven (to account for 70-80%

7 Through research and application we confirmed that the six facets of HuTrust are the six key drivers of reputation and trust in businesses and brands.

8 Reputation Driver 1: Stability To have a great reputation you need to be trusted to have built a strong foundation.

9 Reputation Driver 2: Development To have a great reputation you need to be trusted to develop successfully in the future.

10 Reputation Driver 3: Relationship A great reputation means you need to be trusted to offer an appealing relationship to your stakeholders.

11 Reputation Driver 4: Benefit Your reputation is dependent on being trusted to deliver relevant benefits to your stakeholders.

12 Trust Driver 5: Vision Being able to trust you for a vision your stakeholders want to share, drives your reputation.

13 Reputation Driver 6: Competence Being trusted for the right competencies determines you reputation.

14 The 6 drivers of HuTrust drive and explain 77% of reputation N= > 2,500

15 HuTrust tells you precisely what your trust opportunities are and how to seize them. 30% 25% 24% 23% 20% 15% 14% 15% 15% 12% 19% 12% 12% 16% 19% 19% 10% 5% 0% Stability Development Reltionship Benefit Vision Competence Trust drivers Reputation drivers In this specific case, to build reputation most effectively, the organisation needs to focus on building relationship and vision trust.

Reltionship Benefit Vision Competence Trust drivers Reputation drivers In this specific case, to

16 HuTrust empowers you to take control of your key reputation driver - trust. Attributes Stability trust Development trust Signals Messages Relationship trust Benefit trust Vision trust 77% Reputation Competence trust Behaviours Programs Other factors 23%

17 For further information and HuTrust usage, please contact Global contact: mext Consulting Australia Stefan Grafe, Managing Partner & HuTrust Developer 165 Cremorne Street Richmond VIC Duxton Consulting Singapore laurenz.koehler@duxton consulting.com Address: 26 Duxton Rd. Singapore Phone: Christina Eisenschmid christina.eisenschmid@psyma.com Address: Nymphenburger Str Munich Phone+49 (0) Concerto Marketing Suite Hastings St. West Vancouver, BC V6B 1G8 t: f: Who Group Australia M.Dudley md@whogroup.com Level 2, 1 Southbank Blvd Southbank VIC

Singapore 089490 Phone: +65 6323 3340 Christina Eisenschmid Email: christina.eisenschmid@psyma.com Address: Nymphenburger Str.

GM -Strategic Marketing & Sales GROUP MANAGER MARKETING AND COMMUNICATIONS MARKETING COMMUNICATIONS MANAGER

GM -Strategic Marketing & Sales GROUP MANAGER MARKETING AND COMMUNICATIONS MARKETING COMMUNICATIONS MANAGER Job Title: Marketing Communications Manager Reports To: Responsible For: Position Purpose: Key Challenges Key Result Areas Group Manager Marketing & Communications Developing and executing the communications