WELCOME

Who we are:

The purpose of the session:

MANAGING YOUR REPUTATION

What is reputation.

Why reputation is important.

How to build and maintain a good reputation.

WHAT IS REPUTATION?

“We also do cut-glass sherry decanters complete with six glasses on a

silver plated tray that your butler can serve you drinks on, all for

£4.95. People say 'How can you sell this for such a low price?' I

say, because it's total crap.”

Gerald Ratner

WHAT IS YOUR REPUTATION?

WHY IS REPUTATION IMPORTANT?

WHY INVEST IN REPUTATION MANAGEMENT?

A good reputation

drives customers your

way through word of

mouth

recommendations

and creates trust.

People will pay

premium prices

for high quality,

earned through

an excellent

reputation.

Having a good

reputation protects

you against threats

and unfortunate

events.

BUILDING YOUR REPUTATION

“It takes many good deeds to build a

reputation and only one bad one to lose it.”–

Benjamin Franklin

So how do you protect, manage and

build your reputation?

WHAT MAKES A GREAT REPUTATION:

• Communication with stakeholders and key opinion formers

• Great customer service

• Quality products and services

• Happy customers and staff

• Strong profile – gives you an edge

And what can damage it…

• Mistakes, crises, events out of your control in your industry

COMMUNICATE – ASK YOUR AUDIENCES

Do you know what

people think of your

organisation? Have

you asked for

feedback?

TALK TO YOUR AUDIENCES

HOW TO COMMUNICATE

Offline:

• Press releases

• Direct Mail

• Newsletters

• Seminars

• Networking

• Internal communications

Online:

• Website

• Social media

• Blog

• E-news

• E-shots

• Surveys

ASK YOUR CUSTOMERS TO SHOUT ABOUT YOU

• Use social media to start conversations and run surveys

• Seek and act on feedback with referral incentive schemes

• Follow up with clients

• Learn from them

CORPORATE SOCIAL RESPONSIBILITY

Show you care, but consider

who to align with.

ENGAGING THE MEDIA

• Think human interest

• CSR activity

• Product/service launches

• Appointments

• Opinion/comment

THREE THINGS TO TAKE AWAY

Ask your customers and stakeholders for feedback via

surveys and online conversations

Act by using feedback to shape your marketing and

PR to improve your service or product

Talk to your customers and stakeholders about what

you are doing and why you are doing it

Q&A