19 July 2006


What is credibility?

Credibility is the quality or power of inspiring belief. (http://www.m-w.com)

Why is credibility important?

Credibility removes barriers and reinforces trust. Barriers hinder advancement, a negative touchpoint experience. Trust smooths out anxiety and obstacles, a positive touchpoint experience.

How to build credibility?

"The more you are willing to accept responsibility for your actions, the more credibility you will have." Brian Koslow

Accepting responsibility for actions is one thing. Delivering results is another. Credibility is built when results are delivered, but definitely not when one is a yes man! Unquestioning obedience is an act of stupidity.

"Getting started, keeping going, getting started again - in art and in life, it seems to me this is the essential rhythm not only of achievement but of survival, the ground of convinced action, the basis of self-esteem and the guarantee of credibility in your lives, credibility to yourselves as well as to others." Seamus Heaney

Credibility is also achieved when there is consistency of results. Everyone is tempted to deviate from the norm due to changes in environment. However, nobody understands that all changes come from the same origin. Only those who maintain and improve quality of deliverables consistently will earn credibility.

"You cannot lie ever, because a lie destroys the credibility of the product, and credibility is more important than anything. Credibility's even more important than clarity." Frank Luntz

Although lying is a sin, and should not be encouraged, it is also an art. A good lie that draws a smile can cover up everything harmful and destructive, but a bad lie that draws a tear reveals the brutal truth.

When positive experience is delivered at every touchpoint, credibility is built. The question is, how many touchpoints are there?

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