Skip to content Trust does not stop at the people–manager relationship. It ripples.
When people trust their manager, they extend that trust outward to peers, customers, and company executives. When they do not, skepticism spreads faster than any communication campaign ever could.
Teams that trust internally perform better externally. In service organizations especially, the customer experience reflects the people experience.
The XM Institute’s 2025 State of Trust Report found that organizations earning high trust from both their people and their customers achieve stronger engagement, retention, and loyalty outcomes. Internal trust and external trust rise together. When trust is strong inside, it shows everywhere else.
Everyday Moves
Talk openly about what trust looks like in your team.
Model trust in cross-functional work.
Recognize those who show reliability and care across boundaries.
Trust multiplies when modeled. It divides when hoarded. Every choice to extend trust creates the conditions for others to do the same. The ripple begins with one consistent action and becomes the culture people feel every day.
Where does trust need to ripple next in your organization?
