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Category Archive for ‘Advice’

Costco discovers that political perception can become reputation reality

The Washington Times has a piece that highlights the importance of not only realizing the dangers of bringing politics into your business decisions, but the dangers of making a decision that simply appears political. As Ben Carson describes, the former CEO of Costco “made no secret of his profound admiration for President Obama and his policies.” So, when a new book criticizing the president was pulled from Costco’s shelves, many customers assumed it was a politically motivated decision. That wasn’t the case: Because of Mr. Sinegal’s very public support of Mr. Obama, the recent withdrawal of the book “America: Imagine a

New report reveals the star rating too low to trust local business reputations

When it comes to spreading the word about your local business’s great reputation, asking customers to recommend you is not the way to go. Your impressive Facebook Page, parallax scrolling website, and funny Instagram pics are not going to improve your online reputation without something solid to back it up. According to BrightLocal, consumers recommend local companies primarily based on whether they were reliable and professional: On the flip side, consumers researching local businesses are becoming more discerning. Compared to 2013, consumers are reading more reviews before they feel they can trust a local business: Lastly, for those of you

KLM’s World Cup tweet runs afoul of one very important reputation rule

After Delta took a beating on Twitter for its World Cup tweet, you’d think that other companies would learn from their lesson. I guess KLM was at lunch, while the rest of the world took offense, because, after the Netherlands beat Mexico in the World Cup, it posted this to Twitter: Now, I’ve said this many times before, but I’m going to type it really slow, so that it sinks in It’s not your own audience that you need worry about offending, it’s everyone else. Time and time again, we see companies that post something that I’m sure the social media

When “Free” kittens hurt your credibility

There I was, enjoying my deviled eggs, mac & cheese, and every other type of food that probably shouldn’t be sitting out all day in warm weather, when I heard an interesting story about reputation management. Granted, Tennessee family reunions normally consist of tales of 10-point bucks that got away, summers playing in creeks, and how uncle “so and so” first met “your aunt southern belle.” When the story of reputation, credibility, and the effect of giving away something for free, came up, I was as shocked as anyone. Here’s how the story was told: When a particular family member had

Restoration Hardware’s 3,300 pages of catalogs get shredded by 140 character tweets

When my friend Tony sent me an email suggesting that Restoration Hardware might make a good topic for a blog post, I almost dismissed it. Gah!@RestoHardware is still at it I see. Massive paper dump on my doorstep. pic.twitter.com/G1YYeuizMU — Tony Spencer (@notsleepy) June 5, 2014 After all, it’s not the first time someone has received a catalog they don’t remember requesting. Fortunately, Tony included links to what others were saying on Twitter. It then became pretty clear that the company had bet big time on a mailing strategy that was backfiring–with no one from the company on Twitter to

Ottawa’s embarrassing oops

There are small embarrassments, and there are embarrassments of the large, public variety.  The city of Ottawa is experiencing the latter.  In an effort to honor (honour?) local hero Jack Purcell, also known as the Stick Doctor, the city hired an artist to create a monument in a local park.  Turns out, the designer has access to Google, but missed a few steps in the fact checking process.  Instead of researching Jack Purcell, Stick Doctor from Ottawa, the artist read up on Jack Purcell, badminton champion from Ontario.  The result? A grouping of giant abstract badminton rackets that look nothing like

College professor sues former student over failing reviews online

A University of Wisconsin-Whitewater professor is disagreeing with the opinion of a former grad student.  The student thinks she’s a horrible educator, and she apparently does not. Anthony Llewellyn posted comments and videos accusing Sally Vogl-Bauer of grading unfairly, criticizing him academically, and causing him to flunk out of school after taking a communications class with the professor.  Vogl-Bauer’s attorney reports that she did ask Llewellyn to take the commentary down before filing suit, but he refused.  He says that he tried to address the issues directly with the professor months before receiving a failing grade in her class, and

Report: top brands increase reputation in 2014; Amazon, Coca-Cola & Apple lead the way

The Harris Poll 2014 RQ Summary Report–boy that’s a mouthful–is out and it provides an excellent snapshot of how we perceive the reputations of some of the most visible brands. Here are the top 60… It’s interesting that some of the names that get thrown around for their customer service excellence, don’t even crack the top 10–Kohl’s, Nordstrom, and Lexus (Toyota). And just because you see Monsanto and BP on the list, don’t make the mistake of assuming that means they have a good reputation. Their scores put them in the “Poor” range. Which industries garner the best public perception of

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