Russell Dubner

The value of trust in business cannot be overstated. Companies with high levels of trust tend to demonstrate materially higher levels of total shareholder return—as BCG’s Trust Index, which measures ongoing stakeholder confidence in businesses, has found. Yet it is harder than ever for companies to sustain trust. In recent years, many businesses have seen their stakeholders—customers, employees, investors, supply chain members, regulators, and neighbors—lose confidence in them.

Understanding stakeholders’ perceptions of a company—and using purpose, trust, and reputation to thoroughly align those perceptions with their expectations—can drive lasting value. Companies need to develop a clearly articulated purpose that addresses the needs of all stakeholders. By living up to that purpose in visible, tangible ways, they gain stakeholders’ trust over time.

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