http://www.mpdailyfix.com/radically-transparent-reputation-management-a-podcast-with-andy-beal/?utm_source=rss&utm_medium=rss&utm_campaign=radically-transparent-reputation-management-a-podcast-with-andy-beal Opinions. Commentary. News. Sun, 12 Feb 2012 02:23:11 +0000 http://wordpress.org/?v=2.9.1 hourly 1 http://www.mpdailyfix.com/radically-transparent-reputation-management-a-podcast-with-andy-beal/comment-page-1/#comment-33846 Andy Beal Wed, 12 Mar 2008 00:22:39 +0000 http://www.mpdailyfix.com/radically-transparent-reputation-management-a-podcast-with-andy-beal/#comment-33846 Lloyd, you make some excellent points and we echo your sentiment in Radically Transparent. The travel industry is a great example of where a lot of reputation damage could be avoided by better empowering employees. Lloyd, you make some excellent points and we echo your sentiment in Radically Transparent.
The travel industry is a great example of where a lot of reputation damage could be avoided by better empowering employees.

]]> http://www.mpdailyfix.com/radically-transparent-reputation-management-a-podcast-with-andy-beal/comment-page-1/#comment-33845 Paul Dunay Tue, 11 Mar 2008 22:36:15 +0000 http://www.mpdailyfix.com/radically-transparent-reputation-management-a-podcast-with-andy-beal/#comment-33845 Lloyd You make some excellent points on operationalizing the brand strategy. Another good piece of this is working on the infrastructure for listening such as your call center (or 800 number) as well as your general email box - monitoring those as well for feedback is also important. Lloyd
You make some excellent points on operationalizing the brand strategy.
Another good piece of this is working on the infrastructure for listening such as your call center (or 800 number) as well as your general email box – monitoring those as well for feedback is also important.

]]> http://www.mpdailyfix.com/radically-transparent-reputation-management-a-podcast-with-andy-beal/comment-page-1/#comment-33844 Lloyd Duggan Mon, 10 Mar 2008 23:20:04 +0000 http://www.mpdailyfix.com/radically-transparent-reputation-management-a-podcast-with-andy-beal/#comment-33844 This was a very thought provoking podcast. I think that it is equally important to be proactive and manage one's reputation by ensuring that the customer experience at all the brand's touch points is a positive one. Company's need to make their brand strategy their operating strategy. Instead branding is left to the marketing department and not viewed as being part of everyone's job. That's when you have employees or systems do things that are inconsistent or in direct conflict with the brand positioning. Very often a company's bureaucratic policies and rules are at odds with their stated goal of being customer focused. A great way to begin the process of proactive reputation management is to make sure that policies and procedures are, to the extent that they can be, customer friendly, from return policies to dispute management to services provided. These are key touch points that are often the source of negative word of mouth by customers. Monitoring is good and very necessary. However, if you're truly customer focused and everyone in the company is living the brand and doing their part, then it's a good chance you will be creating customer advocates and evangelists. Your monitoring should then reflect those efforts. This was a very thought provoking podcast.
I think that it is equally important to be proactive and manage one’s reputation by ensuring that the customer experience at all the brand’s touch points is a positive one. Company’s need to make their brand strategy their operating strategy. Instead branding is left to the marketing department and not viewed as being part of everyone’s job. That’s when you have employees or systems do things that are inconsistent or in direct conflict with the brand positioning.
Very often a company’s bureaucratic policies and rules are at odds with their stated goal of being customer focused. A great way to begin the process of proactive reputation management is to make sure that policies and procedures are, to the extent that they can be, customer friendly, from return policies to dispute management to services provided. These are key touch points that are often the source of negative word of mouth by customers.
Monitoring is good and very necessary. However, if you’re truly customer focused and everyone in the company is living the brand and doing their part, then it’s a good chance you will be creating customer advocates and evangelists. Your monitoring should then reflect those efforts.

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