In whom we trust

Syedain, Hashi
January 2010
People Management;1/28/2010, p24
The article takes a look at how companies can regain employee and customer trust in the light of the devastation wrought by the economic crisis. It identifies empathy as a quality that needs to be cultivated although it is not easy to define and deliver. Several companies surveyed defined empathy as an attitude which exhibits caring and listening to employees and customers' needs. It describes how British-based insurance group AXA introduced a strategy based on trust after discovering that customers did not trust the industry in general.


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