Trustworthiness | Brand image |
Company legacy | Product quality |
Consistency of quality | Customer satisfaction |
Service excellence | Social responsibility |
Transparency | Employee relationships |
Customer relationships | Stakeholder relationships |
Partner relationships | Regulatory compliance |
Financial stability | Environmental impact |
Ethical conduct | Leadership conduct |
Social impact | Workplace culture |
Workplace safety | Working conditions |
Product safety | Local engagement |
Employee morale | Accountability |
Credibility | Mission & vision |
Competence | Professionalism |
Billing accuracy | Responsiveness to customer requests |
Boycotts | Consumer backlash to corporate political activism |
Consumer perceptions of brand | Consumer activism |
Community activism | Public perceptions |
Investor confidence | Media coverage |
Data breaches | Product recalls |
Customer complaints | Labor disputes |
Employee strikes | Environmental violations |
Mismanagement | Service outages |
Improved product reviews | Industry awards and recognition |
Positive earnings reports | Service improvements |
Product improvements | Customer experience improvements |
Safety standards | Fair pricing |
Fair terms | Clear and honest advertising |
Investments in clean energy | Authentic pursuit of your mission |
Signing key customers and partners | Alignment to customer priorities |
Delivering value | Solving customer problems |
Delivering to commitments |
Customer Experience
Customer experience is the primary tool that firms use to build a reputation. Important elements of customer experience include quality, customer service and design.Organizational Culture
Organizational culture are the principles, history, stories, norms, expectations, habits and symbols of an firm. A positive corporate culture with satisfied and diligent employees is associated with a superior reputation.Financial Reputation
Financial scandals or risks such as unmanageable debt levels typically damage reputation.Reputation Systems
Online reputation ranking and rating systems are extremely important in many industries. For example, a hotel may view its reputation primarily in terms of its ratings on prominent travel review sites. It is good practice to listen closely to comments and ratings and engage customers in venues where they talk about your business. The primary benefit of this is to identify meaningful improvements for your business.Social Media
As with reputation systems, social media is a way to monitor your reputation and engage customers to capture ideas for improvement.Sustainability
Your environmental and social record.Risk Management
Risk management at every level of your business plays into your reputation. This includes risk areas such as health & safety, environmental risks, financial risks, legal risks, compliance risks, project risks and brand risks.Incidents
In many cases, poor practices may appear to go unnoticed by the public until an incident causes a sudden and dramatic decline in reputation.Authenticity
It is often said that it takes decades to earn a reputation and seconds to destroy it. Promotion and reputation management that seek to create an image of a reputable firm are secondary to actually delivering on customer experience, sustainability, organizational culture and risk management.| Overview: Corporate Reputation | ||
Type | ||
Definition | The collective beliefs or opinions that the public hold about a firm. | |
Related Concepts | ||
