How Directors can ensure trust in digital services

Abstract

Trust can seem fickle. It can take years to establish yet can be lost overnight. We see reputations grow and crumble. We know that establishing trust is at the core of productive and efficient relationships. The absence of trust requires costly surveillance, regulation and even legislation. As a result, distrust can diminish economic prosperity and welfare. Add to this the adverse impact on mental and social wellbeing, and distrust is costly in many ways. We consider ethical behaviour as the barometer of trust. While there can be short-lived trust without ethics, ethical behaviour inspires long-lived trust - and this is never more needed than in difficult uncertain times. We have seen trus..