Trust before value and value before loyalty.
That simple equation re-wired my thinking.
My vocational and educational training in executive business administration used to focus on one thing: value proposition. This is what I was taught and this is what was expected of me: "Do everything possible to increase the actual and perceived value for the recipient of your product or service." The emphasis was always on ongoing value creation instead of starting with trust.
And then I looked at the research.
And then I conducted the research.
I rolled up my sleeves and dove head first into doctoral research focused on the perception of value for college students and how it was connected to their actual loyalty to the institution. Interview after interview, I saw the direct connection with how trusted relationships increased their perception of value and also how it affected their loyalty. The theoretical framework used in other industries was bearing itself out in higher education as well.
My interviews didn't end with the completed dissertation. I met with business leaders, ministry leaders, community leaders and our conversation consistently centered around the following questions:
I would ask, "How do you ACTUALLY build trust in an organization?"
Silent responses and oftentimes blank stares.
"I have never really thought about it" was the common response after a long pause.
"I know what trust (or a lack of trust) feels like, I just have a hard time measuring it and then making it better for the organization."
Meeting after meeting and interview after interview confirmed for me that although we know why trust is important, the know-how of assessing, diagnosing, and implementing trust-centered strategies was consistently absent.
That is how TrustCentric started and this is what we do:
We start with trust.
Then we help you keep trust at the center of everything you do.
Let's connect to talk more about how our solutions can help you and your organization build and maintain trust.
Founder, TrustCentric Consulting
In addition to over 20 years in leadership roles in various sectors, Cory Scheer has obtained an Executive MBA (Rockhurst University) and a Doctorate in Educational Leadership and Policy Analysis (University of Missouri). Cory has worked with small businesses, corporations, nonprofit organizations, academic institutions, municipalities and ministries to provide vital support and clear direction on how to ensure people, practices, and policies become more trustworthy so that key performance indicators improve.
“Whether facilitating community engagement conversations, strategic planning, or vision casting sessions Dr. Scheer is adept at building relationships and connecting ideas across a variety of sectors. He draws from multiple leadership frameworks to move ideas and feedback into action, all the while adjusting to the needs of the organization.”
Dr. Jeremy Tucker, Superintendent of Liberty Public Schools