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Category Archive for ‘Advice’

With 1.6M Recalls, 31 Failures, and 13 Deaths, GM’s Reputation Hinges on Just 3 Words

If you offered a product that resulted in 31 failures and 13 deaths, you’d take that product off the market pretty quickly, right? Well, if you’re General Motors you might decide that to recall 1.6 million cars would hamper your attempt to fight back from bankruptcy and might hurt your already fragile reputation. Evidently you sit on that data for 10 years and hope that it never becomes public. You hope that no one ever discovers the skeleton in your closet. Until February of 2014. That’s when accusations started flying that GM deliberately withheld information that ignition problems in some cars, could

The 10 best and 10 worst CEO reputations are….

Top 10 Best CEO Reputations Tony Hsieh (Zappos) Richard Branson (Virgin) Mark Zuckerberg (Facebook) Marc Benioff (Salesforce) Mary Barra (GM) Larry Page (Google) Russell Simmons (Def Jam) Tim Cook (Apple) Arianna Huffington (The Huffington Post) Elon Musk (Tesla) Top 10 Worst CEO Reputations Donald Trump (The Trump Organization) Jamie Dimon (JP Morgan Chase) Martha Stewart Marissa Mayer (Yahoo!) Ron Johnson (JC Penney) Steve Ballmer (Microsoft) Mike Duke (Walmart) Dan Cathy (Chick Fil-A) Lloyd Blankfein (Goldman Sachs) Brian Harrison (Solyndra) Do you agree? Who would you add or remove? My 2 cents? The above list is somewhat subjective. Marc Benioff has

Six steps for increasing engagement during the post-holiday doldrums

Most businesses experience a slump in sales after the rush of the holidays.  Instead of fearing this time and stressing about decreased revenue, take a few minutes to step back and evaluate what you can improve upon in the New Year.   There’s no better time to adjust your sails than when things are moving slow.  You can look objectively at what you’re doing well and how you can improve, and you’ve got time to make adjustments. Your customers (and your bank account) will thank you!  Reframe your goals.  First things first, what are you looking to accomplish this year?  Last

Alec Baldwin tries to take back his tarnished reputation

Like me, you probably don’t follow Alec Baldwin closely. Unless you’re a huge fan of 30 Rock or The Hunt for Red October, you’re probably only aware of Baldwin’s career through the lens of the paparazzi. Well, Alec Baldwin has apparently had enough of having his reputation being defined by a media that is reckless with the truth. In a candid article in New York Magazine, Baldwin shares his side of recent stories about him, including him being a homophobe: Then this other thing happens with TMZ and then it becomes a one-two punch. All this is based on the fact

When maggots attack your reputation

I’m a big fan of Chick-fil-A. I love their food, their hospitality, and their food. (I know I said that twice, but I REALLY love their food!) I’ve never had a bad experience with Chick-fil-A’s food, but that’s not to say it doesn’t happen. In fact, their Facebook page often has complaints posted, like this one: OK, so that one is pretty extreme. However, whenever you complain, the fast food company is quick to reply and tell you how to file a formal complaint. What happens next is pretty interesting. Without fail, Chick-fil-A’s fans rush to the company’s defense, and

New libel law affords more protection to those criticizing companies

I’m not a lawyer, but I did study law in England (not as glamorous as it sounds) and so have always had a layman’s fascination with legal topics. So, it makes sense that I would be intrigued by England’s new libel law, known at the Defamation Act 2013. If I understand it correctly, the law aligns itself closer to those we have in the US, in that it makes it harder for a plaintiff to claim libel, without first going through some extra steps, then also proving actual financial damage was inflicted. According to Gorkana… Previously, the fear of legal

Five important ORM lessons learned from parenthood

Last year, I was thrilled when I found out that I’d been chosen to speak at PubCon.  The very next day, I found out that I was expecting my second child.  I was thrown head first into planning for baby while planning for one of the biggest moments in my career in online reputation management to date.  Because of the timing of these two events, I’ve been spending a lot of time comparing the two very different worlds.  One thing I’ve found?  They’re not as different as I may have once thought. It’s always ‘someone else’s’ fault.  Seriously.  Is a

Lululemon acts like a cobra, treats customers like down dogs

I have to admit, as a guy, yoga is not my thing. However, even an uneducated guy knows that Lululemon is a big deal, when it comes to yoga pants. And especially when it comes to mistreating its rabidly loyal customers. Now it seems the company is taking its legendary weirdness to new heights by banning customers that decide to resell any of its products. Eric Lewis, founder of the blog LuluMen, said he was also chastised by the retailer for trying to sell a pair of pants he bought at a recent warehouse sale in Canada. After the college student posted

10 Rules for Crisis Communication [infographic]

The guys over at Agnes + Day (love the play on words) have put together a rather colorful, and useful, infographic showing 10 “rules” for crisis communication. Keep in mind that your rules may be different from those listed, but this is a good start for anyone facing their first reputation crisis…