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Four Questions to inspire decision-makers to build personal and company trust: M.E.M.O.® Map, Execute, Measure, and Optimize—The Framework for Trust and Governance.
Not all crises are created equal, and what may constitute a scandal for one organization might not for another. Boards and CEOs must start by defining their Trust Pillars—clarifying who their stakeholders are, mapping the potential impact of crises, and aligning responses with the company’s DNA and future vision. This foundation determines whether an incident is a crisis or a scandal and sets the tone for rebuilding trust.
Have the CEO and Boards clearly defined the company’s relevant stakeholders, mapped potential impacts, and aligned the organization’s DNA and vision through its Trust Pillars?
02.Execute:
Is the recovery strategy tailored to the Trust Pillars impact, ensuring it addresses root causes, demonstrates accountability, and communicates solutions transparently?
03.Measure:
What metrics are being used to evaluate the Trust Pillars recovery’s effectiveness, such as changes in stakeholder sentiment, regulatory feedback, and trust indicators?
04.Otimize:
How are lessons from the scandal being integrated into executive leadership and governance frameworks, ensuring proactive measures are in place to prevent recurrence?
*Trust Pillars are the core values and strategies that align your company’s objectives with stakeholder expectations, ensuring transparency and accountability.
Trust is the currency of sustainable business—lose it, and the cost is more than financial.
Benchmarks: PwC Australia: A governance overhaul following a breach of confidentiality, including leadership changes and divestments. Boeing: Defining a safety-first culture to rebuild trust after the 737 Max crisis. Bud Light: Reassessing brand messaging and public engagement after backlash from a controversial campaig
What’s your approach to defining and addressing scandals to build long-term resilience? Share your thoughts.
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Gui Athia—Mentor, Keynote Speaker, and Advisor. Author of Get the M.E.M.O.
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