Trust and Crisis

Chapters 11 and 12 of "Measure What Matters" discusses crises, reputation and relationships between a company its partners and salespeople. A company's reputation defines everything, and if the reputation is not good, people will not trust the company and it will be more difficult to handle a crisis. 

When a crisis breaks out, a company must be quick to calm down worried customers. Paine talks about how measurement can play a role in maintaining control in a crisis situation. She states that you must constantly monitor your audience and what they are saying about your brand to try to catch a crisis before it is out of control. Measuring crises involves following what people are saying about your brand, but also what people believe about your company. 

Reputation is everything. Trust is the basis of any reputation and relationships are the basis of all trust. A company is responsible for making its customers believe the right messages. Consistency is important to build a strong, healthy reputation.