Every decision that an organization must make has four broad sets of implications. The obvious three sets of implications are operational, financial, and legal. Namely: Is it legal? How much will it cost? Can we implement it? The fourth set of implications is generally either ignored, delegated, or included in the process only on the […]
Organisations come up short with respect to reputation management for a number of principal reasons. Here are some: 1 . Managers have been trained in every conceivable discipline except reputation management. Many managers with reputation responsibility have not been trained for that assignment. Perhaps that describes you. You do not have the same level of […]
The danger of damaging your reputation is immense. It can destroy people’s trust in you, it can destroy relationships and ultimately shut doors in your face. Yet, many people believe that time is the healer, and that with time knowledge of the incident or scandal will fade. Interestingly, organizational research on the topic varies. Some […]
If you consider that organisations spend millions every year in building and sustaining operations, building market share and confidence,should reputation, the organisation’s main perceptual asset and biggest risk, not be managed? Perceptions are reality. What are you doing to manage those perceptions? Answer the following questions objectively to start a dialogue in your company : […]
As reputation is most often considered a collection of perceptions and opinions, past and present, about an organization which resides in the consciousness of its stakeholders‘, it appears absolutely necessary to get a better grasp of the main drivers. Managing that reputation is becoming increasingly important, according to Charles Fombrun, professor of management at New […]
In the not so distant past, complaints were regarded as a customer service issue and the responsibility of the Customer Service department to solve. But no longer. Social Media such as blogs, Twitter, Facebook and mobile phones have changed the potential impact of a negative experience into one that could potentially be harmful to not […]
An article in the Business Day today states that MORE than 200 directors and executives of JSE-listed companies believe Standard Bank’s Jacko Maree is the most trusted CEO of a listed company, according to results of a recent survey on corporate reputation management. The annual Trust Barometer study by Ask Africa draws a link between […]
Each client represents a relationship, and is also another boss. The consultant has many bosses—clients—that must be satisfied. A Manager has many clients to satisfy and many of them are internal. Building a reputation with all clients, external or internal are vital. That’s why it’s so important to consider how client relationships are managed. Each […]
The dramas and changes unfolding at the SABC in South Africa can serve as an interesting case study about how leaders destroy the reputation, faith and trust in organisations. Not only has there been negative publicity about the organisation, but now even their nomination process for selecting new candidates for the Board has come under […]