Podcast episode 3: rapid growth based on high trust

By Stuart Maister, Joint MD, Mutual Value

Growth. Better customer experience. Better employee experience. The holy grails of business leadership.

In the third episode of our podcast, Choose Trust, we hear from the CEO of a Private Equity backed group about how focusing on high levels of trust have created those results.

Nick Hale leads ONP Group, a group of home moving businesses, who provide conveyancing experiences when you buy, sell or remortgage your property. The strategy is to have brilliant people who focus on customer empathy and service, with a focus on the use of technology to deliver a digital first experience with the personal touch.

Despite the digital transformation of so many sectors, it often still feels like lawyers are using quill pens to do their work!  ONP is changing that, having Case Managers build relationships and use digital technology to ensure the client is at the heart of the experience and interacting on their terms.

So, we hear how building trust has been put at the heart of this strategy. Nick shares some stories of what he has done and how it has worked – as well as experiences he has had in the past where trust was damaged by colleagues and destroyed confidence and value.

Nick is a former leader of multiple businesses within telecoms giant BT as well as previously being a consultant for firms such as Accenture and KPMG, so he has seen the importance of trust when working within very large companies, as an advisor and as the CEO of a scale up business.

Our new podcast series, Choose Trust, will feature leaders and thinkers who set out why trust is the way to do business, how to build trust and the value this can create. It’s part if the research for our new book of the same name, published by Economist Books and out next year. 

In the podcast player below click on Episode 3: Growing a group of businesses with trust.

And if you want to build higher levels of trust, get in touch.