A company’s reputation can take a life time to be achieved, but can be destroyed in an instant.
It’s become a lot harder to manage a company’s reputation. public comments used to be limited to a few key individuals, such as Chairman, CEO, CFO and executive spokespeople and subject experts.
Customers used to complain with their ‘feet’ or write letters or call the customer service line. With the advent of social media, people are openly discussing issues, organisations, products and services.
We are seeing a few loud critics and on the flipside advocates, having a potentially worldwide audience and influence. Employees are also criticising or advocating their organisation and its product and services.
This is also ripe fodder for the media, especially tabloid style press, television and online.