The Determine


Vision. Insight. Control.

January 20, 2016

The ROI of Integrity, Trust and Loyalty

Successful implementations that meet complex customer needs begin with strong relationships.

We know that strong relationships are based on integrity, which takes time and effort to develop. But believe me, the ROI of integrity is real. From lower churn, more referral customers and loyal clients to shorter sales cycles, bigger deals, happier employees and more innovative solutions — investing in integrity is good for business. In fact, integrity is one of our core values at Determine.

Having integrity leads to trust, making it possible to drive growth without the need for gimmicks, fee cuts or special treatment to win over customers or keep them. Sure, we’re reliably good at what we do, but there’s plenty of competition, and the difference between success and failure is often simple and powerful: trust.

Trust makes all the difference when it comes to establishing, building and maintaining strong relationships. At Determine, we build trusting relationships by consistently delivering quality service and being transparent in our actions and communications – always keeping in mind the old saying “Trust is hard won and easily lost” as we build our business around customers and their needs.

How do we build trust and loyalty?
We know that to achieve trust we must foster personal and corporate integrity. Trustworthiness is cultivated through our actions: our responsiveness to email and phone messages, our follow-through on promises and our fairness in partnerships. It’s being consistent in words and deeds.

We start building trust at the beginning of each relationship with straightforward marketing and sales interactions, and reinforce these values across our business in general and at every touch point during a customer’s journey with us. We believe that if we fail to earn trust, our potential customers will not buy from us. This is why we encourage authenticity, transparency and just plain being real, because building trust starts at the beginning, between individuals.

Investing in trust
Because trust starts at a personal level, we recruit great people and do our best to provide them with the resources they need to serve customers well. Exceeding expectations requires consistent delivery on our promises and reliable service. When we foster trust our customers stay with us longer, share honest feedback more often and recommend us to others. This improves profits, increases referrals and fortifies a healthy corporate morale. Without customer trust we would be less competitive.

Integrity, trust and loyalty leads to credibility and competence
Getting the job done better than our competitors requires confidence in our solutions and teamwork. When customers trust us, they share knowledge with us. They influence innovations and provide the critical intelligence we need to continue building valuable and competitive solutions. Our customers are open with us because they trust our character.

How do we know if we are achieving trust and loyalty? Transparency
Exceeding customer expectations feels good. Our customers know that we’re upfront with them and appreciate it. When we make mistakes, we acknowledge them and work to fix problems and prevent future errors. All this effort helps us maintain solid relationships that pay off again and again.

Trust is a core business value because it’s critical to our success. We understand that the business world is constantly evolving and our clients require both technology and a dependable team to make sure they don’t get left behind. Integrity and trustworthiness is key to establishing and maintaining relationships that enable success. Honesty is our policy because it works.

Trust is the bond that maintains loyalty, supports innovation, improves efficiency and gives us a competitive edge. But building trust takes effort and time. By delivering with integrity we cultivate valuable and lasting relationships, repeat business and more referrals.

But don’t take our word for it! Read this guide from Spend Matters for tips on buying enterprise software.

By Patrick Stakenas