by Elaine Fogel

brand reputation

Should Big Brands Suffer Consequences After Crises?

 

 

United Airlines passenger being removed

By now, you may have seen the viral video of Dr. David Dao pulled from his United Express flight to make room for Republic Airlines crew members. Disturbing and frightening, the incident sent shock waves around the globe.

Incidents like this, although rare, have happened to some degree for years. The difference now is social media sharing. Cell phone videos empower citizen journalists to capture news in ways we never could have imagined before.

Did the United brand take a hit?

You bet! But it may only be temporary. Continue reading

The Formula for Business Success is Simple

Laboratory

Yeah, sure. That’s what you probably thought when you read this blog post title.

Nothing in business is simple, right? Experts will offer advice that relates to what they’re selling. They promise the moon if you do what they say.

But, the formula is rather simple.

But, before I give it away, here’s an example to set the stage:

We’ve used the same cleaning company for years. We like the young owner and have coached him on marketing and business best practices.

The problems lie in the actual cleaning service.  Continue reading

How to Build Trust with Internal Customers

 

trust sign

We live in a world of distrust. 🙄 Between political upheaval, terrorism, and economic woes, people are in a state of malaise and suspicion.

According to the 2017 Edelman Trust Barometer, trust is in crisis around the world. “The general population’s trust in all four key institutions — business, government, NGOs, and media — has declined broadly, a phenomenon not reported since Edelman began tracking trust among this segment in 2012.”

In her recent post, Kathryn Beiser advises that even though business fares better than government in the trust department, “if it, too, disappoints, business risks falling victim to the rising tide of dissatisfaction that has impacted government in so many parts of the world.”

The Trust Barometer reveals that no action is more integral to building trust than treating employees well, and employees are also the most credible spokespeople on every aspect of a company’s business.”

So, how do you build trust with internal customers – your employees?

Continue reading

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