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Have you ever wondered if offering a small favour to a customer could unravel an entire organization's integrity? Join Jeremy Blake and Bob Morrell as they illuminate the hidden world of disloyal bonding and strategic lies within contact centres and beyond. In this episode, inspired by their upcoming book "Whose Side Are You On? Disloyal Bonding and Strategic Lies," they uncover the ways employees create a false sense of camaraderie with customers through special treatment and discounts, often unknowingly undermining company policies. This unconscious behaviour erodes not just organizational culture but also the trust companies strive to build with their customers.

Listen as we delve into the high cost of deception in achieving conversion rates that seem too good to be true. Short-term gains for individuals come at the expense of long-term organisational viability and ethical values. Managers may miss these deceptive tactics in their quest to meet targets, while higher-level executives might exploit these skills for personal gain, only to leave the company grappling with the fallout. This conversation sets the stage for our next episode, where we will explore the strategic planning behind these deceptive practices. Don't miss this eye-opening discussion about integrity, trust, and the unseen impact of disloyal bonding.

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