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Research: How Tencent Built Trust with Users During a Moment of Upheaval

Summary by hbr.org
Trust is fundamental to the success of online platform businesses, especially during crises. When China reopened from its zero-Covid policy in late 2022, Tencent launched a mutual aid platform within WeChat to facilitate the exchange of surplus medication among users, achieving over 1.5 million exchanges. By examining how trust was built in this new platform, researchers found three key mechanisms—verifiability, targetability, and protectability…

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YUAN TALKS broke the news in on Thursday, April 17, 2025.
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