Tag Archives: reputation

United faces passenger rebellion over tomato juice

I don’t envy the United Airlines comms teams at the moment. Following scandals about mistreated passengers, a dead dog and a(nother) dog delivered to the wrong destination, the company is now facing another serious conflict with passengers – over tomato juice!

Harris Poll’s corporate reputation quotient

I have covered various measures for corporate reputation in previous blog posts. Today I want to introduce another – quite different – quantitative approach: Since 1999, Harris Poll Reputation Quotient research has evaluated public perceptions across 20 attributes, classified into six dimensions of corporate reputation. According to Harris, this allows them to reliably trend performance over time and… Read More »

United Airlines – a Reputation Disaster

It has been a horrible week for communicators at United Airlines, when the overbooking of a plane led to a PR disaster (likely the biggest “shit storm” ever in the airline industry – so far). When the airline tried to place a crew on a fully booked flight from Chicago to Louisville it started to look for volunteers who would… Read More »

The Reputation Dividend

People who follow my blog (or read my textbook) are well aware of the fact that corporate reputations can be a major source of value creation for companies. It deserves therefore to be managed just like other assets of a company! A recent study by the Institute for Public Relations supports this thesis, by attempting to but a monetary… Read More »

The Impact of Leadership on Reputation

I recently came across an interesting conversation at the Reputation Institute about the role of leadership in reputation management (and development). The starting point for this is that RI estimates that roughly 2/3 of a company’s reputation is determined by company factors rather than product factors (And on a side note: RI also has found that the impact… Read More »

How 3 star reviews can crush your reputation (and business)

Every year since 2010, Bright Local, an online search agency, conducts a large study on the role and relevance of online reviews. The most recent Online Review Survey provides a few very meaningful insights into the role of online review for buying decisions. It shows a further increase in the role of such reviews for online shoppers and holds… Read More »

“Fighting for a Reputation”

CBC, the Canadian Broadcasting Corporation, with its “Marketplace” program recently had a lab analyze chicken meat and strips cooked in popular fast-food chains. Subway meat, the report indicated, showed significant amounts of non-chicken DNA, instead up to  50 percent from soy. Chicken from other fast-food chains, such as McDonald’s and Tim Hortons, did not have such high levels of plant DNA.… Read More »

How to Ruin your Reputation in 10 minutes – PwC and the Oscars

Accounting and consulting firm PwC benefitted 83 years from reliably handling the balloting process at the Academy Awards. On Sunday they jeopardized this reputation within minutes, because of a colossal mistake at the 89th Academy Awards when actors Faye Dunaway and Warren Beatty wrongly announced the top Oscar went to “La La Land,” instead of “Moonlight.” As it turned… Read More »

Top 100 Companies by Reputation in 2017

The Reputation Institute (RI) yesterday announced the company’s annual Global RepTrak® 100 rankings. Based on over 170,000 ratings collected in the first quarter of 2017, the survey is the largest corporate reputation study of its kind, and includes comparative ratings, trends by demographic cuts, and unique insights into which companies are best regarded by stakeholders as well as… Read More »

2017 Edelman Trust Barometer – The Trust Crisis

The Edelman Trust Barometer is one of the most important tool to detect key trends for public relations and communications in general. Just released, the 2017 Edelman Trust Barometer revealed that trust is in crisis. The general population’s trust in four key institutions – business, government, NGOs, and media – has declined considerably, a phenomenon not reported in the… Read More »