Board of Trustees Meeting: Building Trust in a Digital Age [Spring 2013]
Overview:
Today’s world of 24/7 digital and social media challenges traditional sources of brand strength; companies can no longer assume that there is information that the customer does not—and cannot—have. Consumers and other stakeholders now have access to information about companies that can erode or enhance trust, depending on how companies respond. Moreover, companies have little control over conversations about them in social media, and are often unable to even respond to what is being said. Beyond merely reacting to perceived breaches, companies must understand:
- How do companies earn trust—and recover it when lost?
- Who are people’s trusted advisors and how are such judgments formed?
- How do people judge whether the actions of firms are exploitative or not?
- What is the role of social networks (online and off) in the creation and dissemination of credible information?
- How can companies earn the right to use personal information to serve customers better?
Agenda:
Photos:
Accommodations:
Please make your hotel reservations by calling the Taj Boston Hotel at (877) 482-5267. Though the MSI group rate has expired, a limited number of rooms at the regular rate may still be available. For your reference, below is general contact information for the hotel.
Taj Boston Hotel
15 Arlington Street
Boston, MA 02116
(617) 536-5700
If you need assistance finding another hotel in the surrounding area, please contact Meetings@msi.org.
Presentations:
- Brand Trust Kevin Lane Keller, Dartmouth College
- Competitive Strategy in the Age of the Customer Josh Bernoff, Senior Vice President, Idea Development, Forrester Research, Inc.
- Creating Empathy and Intimacy in the Digital Media Age Carl Marci, Chief Executive Officer & Chief Scientist, Innerscope Research
- Developing and Maintaining Inter-Organizational Trust: A Case Study from the Pharmaceutical Industry Andrew Eibling, Covance, Inc. and Adrienne Takacs, Eli Lilly and Company
- Digital Identity, Personal Privacy, and Trust John Deighton, Harvard Business School
- Firms and Trust Sandy Jap, Emory University
- Harnessing the Power of Social Media to Build Trust Liz Brown Bullock, Director, Social Media and Community (SMaC), Dell, Inc.
- How Real-Time Brand Behavior Builds Trust in the Social Era Laurie Coots, Chief Marketing Officer, TBWA\Worldwide and President, Disruption Works
- Promotional Reviews: An Empirical Investigation of Online Review Manipulation Dina Mayzlin, University of Southern California
- PWYW, Self-signaling, and Non-selfish Behavior in Markets Ayelet Gneezy, University of California, San Diego
- Trust Through Transparency Michael I. Norton, Harvard Business School