Michael Küsters

Trust

CustomerSatisfaction

?

Fear

Trust

CustomerSatisfaction

Fear

Trust

CustomerSatisfaction

Avoidance

Fear

Trust

CustomerSatisfaction

Avoidance

Fear

Trust

CustomerSatisfaction

Avoidance Blame

Fear

Trust

CustomerSatisfaction

Avoidance Blame

CYA

Fear

Trust

CustomerSatisfaction

Avoidance Blame

CYATime to do„real work“

Fear

Trust

CustomerSatisfaction

Avoidance Blame

CYATime to do„real work“

Fear

Trust

CustomerSatisfaction

Avoidance Blame

CYATime to do„real work“

Value Delivery

Fear

Trust

CustomerSatisfaction

Avoidance Blame

CYATime to do„real work“

Value Delivery

Fear

Trust

CustomerSatisfaction

Avoidance Blame

CYATime to do„real work“

Value Delivery

Fear

Trust

CustomerSatisfaction

Avoidance Blame

CYATime to do„real work“

Value Delivery

1

Fear

Trust

CustomerSatisfaction

Avoidance Blame

CYATime to do„real work“

Value Delivery

21

Fear

Trust

CustomerSatisfaction

Avoidance Blame

CYATime to do„real work“

Value Delivery

2

3

1

1

Fear

Avoidance Blame

CYATime to do„real work“

Value Delivery

2

Trust

CustomerSatisfaction

1

Fear

Avoidance Blame

CYATime to do„real work“

Value Delivery

2

Trust

CustomerSatisfaction

1

Fear

Avoidance Blame

CYATime to do„real work“

Value Delivery

2

Trust

CustomerSatisfaction

Detect and resolve:

Fear

Avoidance

Blame

CYA

1

Fear

Avoidance Blame

CYATime to do„real work“

Value Delivery

2

Trust

CustomerSatisfaction

Detect and resolve:

Fear

Avoidance

Blame

CYA

And get:

Trust

CustomerSatisfaction