2012 International Conference: Roy Reid on Outrageous Trust

March 11, 2013 by Rosanne Mottola
*A version of this post originally appeared on Inside PR and was posted on February 14, 2013.
This week, Inside PR (hosted by Martin Waxman, Gini Dietrich and Joseph Thornley) features an interview from the 2012  PRSA International Conference in San Francisco. Inside PR caught up with Roy Reid, APR, one of the partners of Consensus Communications, at the PRSA International Conference in San Francisco. Roy had just given a presentation on trust – and he went beyond simple trust to describe something he called outrageous trust.
Here are three actions Roy recommends to achieve outrageous trust:
1. Take responsibility for the relationship
2. Build from the inside out. That means always acting with integrity and producing excellent work
3. Be consistent in your communications
Also in this epsiode, Gini references the 2013 Edelman Trust Barometer and the fact that while trust in organizations is no longer falling, it’s still low. She agrees with Roy and says you can’t be trustworthy externally unless you’re trustworthy internally first.
Joe mentions Naked Conversations and the notion that we trust people we know and can talk to and are generally skeptical of businesses. And if organizations haven’t spent the time to engage with their community, they won’t have much credibility or support when a crisis occurs.
The hosts go on to talk about two recent online crises in the restaurant industry, at Smith and Wollensky and the tipping crisis at Applebee’s.
What do you think organizations need to do to attain the state of outrageous trust with their customers and communities?
Watch the full Inside PR interview with Roy Reid
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