Tag Archives: reputation management

The reputation of business matters to everyone

trust

Research from Populus and Reputation.com (presented at the recent Trust and Reputation conference in London) shows that 64% of people in the UK think that big business will rip people off, if given the opportunity. Perhaps because of that, 71% of people think that big business should be more closely regulated by government. 68% of […]

0 Comments Read more »

Actions, not words, build reputation

tweet

At the Trust and Reputation conference in London on Thursday, the focus was very much on action-led communication. To establish a reputation, you have to do stuff, not just talk about it. In her opening remarks, conference chair (and chairman of Populus) Rita Clifton called reputation “reality with a time lag”. Communication is important, but […]

0 Comments Read more »

What can brands do when they make embarrassing mistakes?

Response tweet

Google has been in the spotlight for the last few days for an appalling mistake made by its facial recognition software. Now, when you upload images to Google Photos, Googles AI tags them with what it deems the most appropriate word. This caused an issue earlier in the year when it was reported that Google […]

0 Comments Read more »

Anatomy of a crisis: LA Clippers

weareone

It’s easy enough for a business to ditch a troublesome employee for tarnishing the company name, but what do you do when it’s the owner who’s caused the problem? What happened? In April, Los Angeles Clippers owner, Donald Sterling, was recorded telling his mistress not to bring black guests to Clippers games (after she posted […]

0 Comments Read more »

What makes a great speaker?

podium

I don’t usually go to conferences. I’m the introverted writer who prefers to squirrel herself away with a laptop in a room full of books, rather than, you know, sit in a room with hundreds of strangers. So 2013 has been my introduction to the world of conferences and events. This year, I’ve been to […]

0 Comments Read more »

Do brands belong in Twitter Q&As?

We’re always advising brands that they need to be open, honest and down to earth on social media. That there needs to be a real person behind the account responding to people as individuals and creating a connection with followers. Question and answer sessions give followers the chance to get their voices heard by someone […]

0 Comments Read more »

Is there a place for social shaming of brands?

Social Shaming: Adria Richards Tweet

Social shaming is becoming a bit of a problem for brands. They struggle with the question: how can you stop people from expressing themselves on social media? The answer: you can’t. Clear communication, excellent levels of customer service and a cohort of loyal brand advocates are really the only defence for brands. What is social […]

1 Comment Read more »

Five ways to alienate your customers

The horsemeat scandal isn’t really about food safety, it’s about trust. How can people trust the food that they’re eating? How can the brands involved reassure consumers that they’re taking the issue seriously and doing everything in their power to ensure the safety and quality of their food? Tesco and Waitrose have both promised changes […]

0 Comments Read more »