In a very recent and interesting Harvard Business Review (HBR) article, Jack (CEO) and Joseph (President) from Zenger Folkman (a leadership development specialist company) talk about how trust is crucial for leadership, and describes the 3 elements of trust.
I really do encourage you to read the full article here.
But what also caught my attention were a few statements that tell us a bit about their research and study, and how they were able to derive such insight.
- “by looking at data from the 360 assessments of 87,000 leaders“
- “able to identify three key clusters of items“
- “we looked for correlations between the trust rating and all other items“
- “after selecting the 15 highest correlations“
- “performed a factor analysis that revealed these three elements“
- “By understanding the behaviors that underlie trust“
It caught my attention because these are the challenges that most organisations and companies face today, when it comes to measuring and assessing customers and employees experience…
- How can I easily reach out to my audience – all my employees or customers?
- How can I easily correlate variables to understand what is impacting the bottom line?
- How can I easily carry out the necessary analysis to reveal relevant findings?
- How can I easily identify trends and drivers that can lead to actions?
- How can I easily understand the behavior of my audience – employees or customers?
Well the answer is… you can do it if you have an established strategy, well defined processes, and very specialist resources. But you can only do it easily if you have an outstanding and powerful technology platform, that enables you to…
- Reach out to massive audiences and collect large volumes of data
- Combine operational (O-Data) and experience (X-Data) data
- Perform statistical analysis on the data collected
- Carry out text and sentiment analysis, on free text/comments
- Find trends, drivers, and solutions to prioritise
- Generate relevant insights and drive actions
In recent years, I have been focusing a lot in helping companies and organisations implement and use technology for such purposes. And within the portfolio of available technology platforms, there are a few that stand out. The one which I believe is best positioned and most powerful is Qualtrics which was recently acquired by SAP. I encourage you to have a look, and try it out, if you haven’t already.