31. 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 80 100
EXPECTATION / PERFORMANCE: Measure operational drivers
how a company is perceived to be •Offers high quality products/services
ATTRIBUTES
• Has transparent/open business practices
performing based on trust building •Communicates frequently and honestly on the state of its business
•Delivers consistent financial returns to investors
attributes - in various markets, across 10 •Has highly-regarded and widely admired top leadership
•Is an innovator of new products, services or ideas
industries, 5 companies, and government •Ranks on a global list of top companies
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.