YOU CAN FEEL IT, CAN’T YOU?
THAT 3AM THOUGHT THAT SOMETHING IS BROKEN…
Your best people are quieter in meetings.
The tone of your biggest client’s emails feel different.
That Strategic Initiative is “Still in progress.”
By the time it shows up on the KPI dashboard—or worse, in public—it's too late.
What You’re Seeing…
REVENUE HEMORRHAGE
Stalled deals cost you 30-40% longer sales cycles because prospects sense your team can't deliver what they promise
Lost pricing power means you're competing on price instead of value because customers don't trust you're worth the premium
Higher churn and negative word-of-mouth quietly erase 15–25% of your lifetime customer value because one broken promise turns satisfied buyers into vocal detractors
COMPETITIVE DISADVANTAGE
Strategic partnerships collapse when connection is transactional instead of deep—leaving you without the alliances that could accelerate your growth
Innovation requires risk but teams paralyzed by distrust won't take the creative leaps that separate market leaders from followers
Your competitor's tagline is becoming "the reliable alternative"—and that's a positioning you can't overcome with marketing alone
TALENT EXODUS
Each departure costs you $4,000 to $150,000+ in recruiting, onboarding, and lost productivity—and that's before calculating what walks out the door in institutional knowledge
Your top 20% are the first to leave when trust breaks because high performers have options and won't tolerate incompetence
Teams stuck in perpetual rebuilding mode never reach peak performance because they're always training someone new on decisions that were made before they arrived
CUSTOMER DEFECTION
A $50,000 annual customer becomes a $500,000 loss over ten years when you factor in compound lifetime value and the referrals they would have made
Customers can sense when concern is performative—when you're going through the motions but don't actually care about their success beyond their next invoice
Lost referrals compound exponentially because satisfied customers tell 3 people but customers who felt uncared for tell everyone
REPUTATION EROSION
Stalled deals cost you 30-40% longer sales cycles because prospects sense your team can't deliver what they promise
Lost pricing power means you're competing on price instead of value because customers don't trust you're worth the premium
Rebuilding damaged trust takes years and millions in marketing spend that could have been avoided if you'd measured and addressed trust gaps early
STRATEGIC PARALYSIS
Meetings accomplish nothing because no one trusts others enough to speak the hard truth—so you keep scheduling more meetings about the same issues
CYA culture replaces problem-solving as people spend more energy documenting why something isn't their fault than actually fixing it
Strategic initiatives stall in bureaucracy because without trust, every decision requires fifteen approvals and six contingency plans
What’s Actually Going On…
-
![]()
People Don't Believe You Can Deliver
Customers choose competitors because your online reviews consistently mention quality issues, delays, and unresolved problems
You lose top talent within the first 18 months because they question leadership decisions and see inadequate resources to do quality work
Your sales team struggles to close deals because prospects have heard too many stories about failed implementations or unmet promises
-
![]()
People Can't Count On You
The experience varies wildly depending on which location, which employee, or what time of day someone interacts with you
Customers never know what to expect—policies seem to change without notice, and different staff members give conflicting answers
High turnover means people constantly encounter new faces who don't know them, don't know the history, and can't provide continuity
-
![]()
People Don't Trust Your Word
Customers discover unexpected fees, terms, or conditions that weren't disclosed upfront, making them feel misled
Your marketing promises one thing, but the fine print or actual experience tells a different story
Employees make commitments that the organization doesn't keep, and customers sense the gap between what's said and what's true
-
![]()
People Feel Like Numbers
Customers feel like they're bothering you when they have questions or need help; interactions feel rushed and transactional
Long-time customers get treated like strangers—no one remembers their history, preferences, or previous issues
When problems arise, your response feels bureaucratic and policy-driven rather than empathetic and solution-focused
-
![]()
Relationships Are Transactional
Interactions only happen when you need something from them (a sale, a renewal, a signature)—there's no relationship between transactions
Customers feel interchangeable; you treat everyone the same way regardless of history, loyalty, or unique circumstances
The relationship ends the moment the transaction is complete—no follow-up, no genuine interest, no ongoing relationship building
... You can't fix what you can't measure
... You can't fix what you can't measure
With Your TrustPulse™ Results, That 3AM Nagging Feeling Transforms
1️⃣ From Guessing to Knowing
❌ You stop relying on gut feelings and anecdotes.
✅ You receive a clear Trust Score
✅ Ranked blind spots
✅ Evidence-backed insight into what’s helping (or hurting) performance
2️⃣ From Cultural Noise to Focused Action
❌ No more broad, unfocused culture initiatives.
✅ Identify what to fix first
✅ Real ROI through increased revenue and cost avoidance
3️⃣ From Transactional Relationships to True Alignment
❌ Connection is no longer an afterthought.
✅ Employee retention stabilizes, lowering onboarding and recruiting costs
✅ Sales cycles shorten, driving revenue growth
✅ Customer loyalty deepens, delivering lower customer acquisition costs
✅ Partners who invest without encouragement.
The Real Impact of The TrustPulse™
The Competitive Losses
A leading upscale hotel brand was losing market share and sought to understand its competitive position in the increasingly crowded hotel market. While it had strong operational metrics, repeat bookings were declining, so leadership needed deeper insight into brand perception and emotional connection with guests.
The key question: Where did the brand stand on trust compared to key competitors, and what dimensions of trust were causing competitive intrusion?
What was broken: Emotional Connection. Beyond expected quality, customers had no sense of what the brand meant to them or how it demonstrated real concern, so they chose brands with clearer emotional branding. The TrustPulse™ survey discovered that emotional connection had a significant impact on how guests selected a hotel brand.
Results: The hotel brand changed from a features-based messaging strategy to communicating its shared values with its guests.
Occupancy rates increased by 3% overall and 7% on weekends.
The Shift Back to “Employee-First”
A premier luxury property management company faced a cultural crisis. Despite a legacy of excellence and employee-first culture, warning signs emerged: declining morale and employee perception that the company had shifted from "people serving people" to prioritizing revenue above all else. Leadership needed objective data to diagnose the depth of the problem.
What was Broken: Collapsed Employee Trust . The TrustPulse™ assessment revealed the crisis was systemic erosion of trust between employees and leadership across all 5 C’s. The survey provided specific data and delivered an actionable, evidence-based roadmap to improve the culture.
Results: A second wave of The TrustPulse™ survey revealed that, within 18 months, corporate trust among employees had significantly improved.
“Management provides a clear sense of direction” improved from 46% to 63%.
Employee also responded that management was sincere in their efforts to communicate with them (45% to 62%). The leadership team's efforts were noticed and acknowledged by employees.
Responses of “Top management behaves in a consistent manner” and “Top
management keeps their commitments to their employees,” increased to 40% and
36%, respectively.