Why your T&Cs are ‘the’ gateway to greater trust

The 2018 Edelman Trust Barometer surfaced the ‘insight’ that “easily understood T&Cs were highly valued by consumers (of U.S. Financial Services). In fact, this was considered the number one thing organisations in this category could to to restore trust.

I’m here to extend this idea.

Your contracts or ‘disclosures’ are a representation of how you operate as an organisation. They are a representation of how you treat your stakeholders. They are a damn good proxy for your trustworthiness.

And, as we consistently observe, organisations are broadly seen to be failing at ethics. They have a negative net trust score. They fail to act on their stated values.

T&Cs today accurately reflect this trustworthiness failure.

So, what can be done? How can you fundamentally redesign your contracts — progressively and with an empirical focus — so that they add value to the experience, help establish a meeting of the minds and measurably enhance trust?

This recent presentation from Rob Hale (CDO at Regional Australia Bank) and I will help.

Once you’ve watched it, let’s talk. There’s plenty of practical, action-oriented stuff you can get started on right away.