Blog | G5 Cyber Security

Corporate Promises: Building Trust

G5 Cyber Security

TL;DR

Large corporations can make believable promises by being transparent, accountable, and consistently delivering on commitments. This guide outlines practical steps to achieve this, focusing on data-backed evidence, clear communication, and independent verification.

1. Define Measurable Commitments

  1. Avoid Vague Language: Instead of saying “We’ll improve customer service”, say “We will reduce average call waiting times to under 2 minutes by Q4”.
  2. Set KPIs (Key Performance Indicators): Identify specific metrics that demonstrate progress. Examples include:
    • Customer Satisfaction Score (CSAT)
    • Net Promoter Score (NPS)
    • Reduction in carbon emissions
    • Percentage of diverse hires
  3. Document Everything: Keep a detailed record of the initial commitment, KPIs, and planned actions.

2. Data Collection & Transparency

  1. Implement Robust Tracking: Use tools to accurately measure your chosen KPIs.
    • For website traffic: Google Analytics
    • For customer feedback: SurveyMonkey, Qualtrics
    • For social media sentiment: Brandwatch, Hootsuite Insights
  2. Regular Reporting: Publish reports on your progress at regular intervals (e.g., quarterly). Make this information easily accessible on your website. 
    Example report structure:
Period: Q2 2024
KPI: Average Call Waiting Time
Target: Under 2 minutes
Actual: 1 minute 55 seconds
Progress: On track
  3. Be Honest About Setbacks: Don’t hide negative data. Explain the reasons for any failures to meet targets and outline corrective actions.

3. Accountability & Independent Verification

  1. Assign Ownership: Clearly identify individuals responsible for achieving each commitment.
  2. Internal Audits: Conduct regular internal audits to verify the accuracy of data and compliance with processes.
  3. Third-Party Validation: Consider engaging an independent third party to audit your progress and provide assurance.
    • For sustainability reports: B Corp Certification, GRI Standards
    • For financial reporting: External auditors

4. Communication & Engagement

  1. Proactive Updates: Don’t wait for people to ask about your progress – actively communicate updates through various channels (website, social media, email).
  2. Address Concerns Directly: Respond promptly and transparently to any questions or criticisms.
  3. Seek Feedback: Actively solicit feedback from stakeholders on how you can improve your commitments and reporting.

5. Continuous Improvement

  1. Regular Review: Periodically review your commitments to ensure they remain relevant and ambitious.
  2. Adapt & Evolve: Be prepared to adjust your strategies based on data, feedback, and changing circumstances.
  3. Learn from Mistakes: Use failures as opportunities to improve processes and prevent future issues.
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