Below you'll find a list of all posts that have been categorized as “reputation management”
Cruise giant Carnival is getting plenty of opportunities to put their crisis management strategies to the test. Having recently announced that their ships would not be visiting Mexican ports due to H1N1 risk, I’m sure the announcement of a military coup in the Honduras, another of their most popular ports, …
It’s no rare occurrence for a comedian to take some cheap shots at a politician, but when David Letterman compared Sarah Palin to a “slutty flight attendant” and insulted her daughter, she took exception. Palin made her anger known in several national TV interviews, throwing Letterman into crisis management mode …
After the stock market and financial fiascos of the past couple of years, many investors are still extremely reluctant to trust any business with their money. They have shown their lack of faith often by simply not investing, other times by forcing out the CEO’s who mismanaged their money. A …
Retailer TJ Maxx holds the dubious honor of having the largest data theft ever, with over 45 million credit and debit card numbers stolen from their IT systems back in 2007. Crisis management experts know that data breaches can be one of the most devastating types of crises to deal …
The latest edition of Crisis Manager just hit the BCM website! In this issue, I share some of the many tools I use for Internet reputation management – everything from custom Twitter apps to full on media monitoring programs. In addition, this week’s guest article features some lessons learned from …
Social media is a valuable tool, but misuse it and you could be in trouble. Whether your purpose is crisis management, marketing, reputation management, or simple conversation, if you don’t mind your manners you could find yourself or your business ostracized from these online societies. In order to help avoid …
Your reputation means everything. A positive one can drive your business, bringing new customers and positive press. Get a bad rap though, even an unwarranted one, and you may soon find yourself in full crisis management mode, struggling to take back control. The average user who searches your company name …
The advent of mainstream social media means that the things posted online by some anonymous users are now being given, at least by the average reader, the same weight they might give to a story by an accredited reporter. While this creates the opportunity for a wide variety of viewpoints …
We’ve seen many public figures in dire need of reputation management, from Hollywood starlets to Wall Street Bankers and sports superstars. The fastest way to get past these problems is to first accept responsibility and apologize, then demonstrate to the public that you have changed your ways. Of course, they …
Yesterday we talked about one of the crucial ingredients to successful reputation management, transparency. Today I’d like to take a look at another important aspect – customer service. This time, though, our story is an example of what not to do from Boston-based computer-repair service Geek Choice (no affiliation with …
There have been some spectacular crisis management disasters in the online tech world recently (#amazonfail anyone?), but how about a success story? This one comes from the usually tight-lipped 500 pound gorilla of the web, Google! When many of Google’s sites went down Thursday, there was an immediate backlash across …
“We may have to delay the Marathon at least three hours.” Few words can put a chill down a Marathon staff’s spine quite like “delay.” For runners and walkers who have their pre-event routine timed to the minute; any kind of a disruption is upsetting at the least, and devastating …
Every manufacturer and reseller should be ready to launch into crisis response mode in case of an unexpected product recall. As I said in this story: “Too many CEO’s play ostrich about the possibility of a recall. They wait until the recall is required and then try to figure out …
We haven’t quite made it a week since the last crisis management disaster involving a major US company and here’s The Consumerist at it again, this time with a doozy of a story involving sporting goods giant REI and Loomis security. While Shane was standing in the customer service line …
The President of the United States is the most prominent crisis manager in the world. His entire job revolves around crisis management, reputation management, and communications on a scale few can truly understand. A recent CNBC story gives our newest President high marks. “I think he understands communications better than …
