Posts Tagged ‘Reputation Institute’

Word of Mouth the Foremost Influencer, Says Reputation Institute

Friday, December 7th, 2012

The newest issue of Reputation Intelligence, the Reputation Institute’s quarterly online magazine, is out.

Though the full issue is restricted to RI members, this best practices article is available to everyone. It examines the results from RI’s 2012 Global RepTrak™ 100 survey and takes a look at the best practices of the world’s most reputable companies. (This year, BMW, Sony, Disney, Daimler, Apple, GoogleMicrosoftVWCanon and Lego made the top cut.)

Our favorite takeaway is Nicholas Georges Trad’s observation that word of mouth is the number one driver of sales and competitive advantage.

Reputation Institute’s resources include case studies, best practices and relevant insights acquired through 20 years of research and over hundreds of engagements with global companies. Their annual conference is a must-attend for corporate PR practitioners, especially those active in the growing specialization of reputation management.  (Save the date: the next one takes place in Barcelona June 5-7, 2013 .)

Partisan Politics and America’s Eroded Reputation

Monday, September 17th, 2012

Popularity does not necessarily follow power. But it isn’t just its prominent role in shaping international affairs that earned the United States its middling score in the Reputation Institute study that we blogged about last week. Ranked at 23rd, the U.S. not only lags far behind leaders like Canada and Australia, but also trails developing countries like Brazil and Thailand. A significant factor in weighing down its reputation is the partisanship that has increasing dominated American politics.

The link between partisanship and negative perceptions of the U.S. is nothing new. As partisan division grew steadily over the last two decades, almost doubling under George W. Bush and President Obama, the nation’s global standing dropped significantly. Obama’s 2008 actually gave a boost to the United States’ international reputation, but that gain has been eroded as Washington’s deadlock has forced him to break his promises of consensus and compromise.

Partisan Problems

It is not the mere perception of overly partisan politics that is damaging the United States’ reputation. Last year’s debt limit standoff, for instance, dealt a major blow. The issue came to be more an issue of trust and reliability than one of economic strength. The showdown “eroded America’s already diminishing aura as the world’s economic haven and the sole country with the power to lead the rest of the world out of financial crisis and recession,” according to the New York Times’ David E. Sanger. The reputational fallout included a downgraded credit rating from Standard and Poor’s and a more recent warning from Moody’s over concern “that the partisan stalemate would continue.” And while Congress and the president were butting heads, China usurped the United States’ global reputation as the “world’s leading economic power,” according to a recent Pew study.

Partisan entrenchment has contributed to other notable blemishes on the United States’ image, such as the government’s failure to match European countries in addressing climate change. Charges of partisanship have contaminated respected institutions from the Supreme Court to objective journalism, and the situation seems to be growing only more entrenched. While there is much discussion of Mitt Romney veering far right of his moderate record, the president has traded in his battered “post-partisan” ambitions for what The New Yorker dubbed a “post-post-partisan” approach. The United States’ reputation may be facing a reaction that is perhaps even more disturbing: apathy. The world is “much less interested in the 2012 U.S. presidential election than they were in the 2008 contest,” according to Pew.

A Call for Change

But the value of individual voices in changing perceptions should not be discounted. Bill Clinton’s speech at the Democratic National Convention seemed to resonate with a broad desire for political harmony, carrying his popularity to an all-time high and attracting praise even from Romney. The “politics of constant conflict” may be effective, Clinton said, but “good politics does not necessarily work in the real world.” If November’s victor can translate Clinton’s words into real-world cooperation and compromise, he might be able to break through the gridlock and set the United States on course for a revitalized international reputation.

The Reputations of Nations

Sunday, September 9th, 2012

The Reputation Institute just released its latest study ranking the reputations of 50 different countries, and for the second year in a row Canada claimed the top spot with “robust scoring in all facets of the study.” Grouped into four major attributes—“ Trust, Admiration, Respect, and Affinity”—those facets range from a country’s business environment to its natural beauty. Canada scored even higher than last year due to its “ability to improve in the eyes of the world and exhibit global leadership in three key criteria, an effective government, an advanced economy and an appealing environment,” according to the study. The Reputation Institute’s Nicolas Georges Trad highlighted Canadian NBA star Steve Nash as an example of the country’s stellar image. “He is a perfect brand ambassador for Canada: down to earth, yet incredibly successful—just like the country,” Trad explains.

Continuing Strength in Northern Europe

The Nordic countries also scored well in the study, with Sweden, Norway, Finland and Denmark all sitting in the top ten. Those high rankings are owed much to the countries’ record of “stability, solid democracies, high GDP and strong social infrastructures,” according to the study. Sweden’s improving economy, for instance, has made it an attractive alternative to dire conditions in countries such as Greece. Nordic countries have also benefitted greatly from their considerable investments in and concerted efforts to bolster their reputations. The Danish government “spends $80 million a year through a national branding committee that tries to build a more favorable impression of the country,” according to a Forbes article on the study. Sweden recently launched “Curators of Sweden,” an innovative promotional campaign in which different Swedes take over the @Sweden Twitter account each week. Opening up that channel was a risky initiative and sparked controversy, but “9000 tweets and 31400 mentions later in over 120 countries the initiative is regarded as a global success and an innovative way to brand a nation,” according to VisitSweden. The Nordic connection also helps. “Sweden’s image is so good, that anything good or remarkable that anybody does in Denmark or Finland or Norway or Iceland automatically accrues to Sweden’s benefit,” says national identity and branding expert Simon Anholt. Australia’s second place finish in this year’s study is likely the result of a similar combination of factors, including its growing economy and successful branding program.

The Reputation Economy

Brand Australia’s Theresa Fairman emphasizes “the link between country reputations and economic outcomes,” and the plummeting scores of economically unstable countries such as Italy and Greece underscore that relationship connection. Other countries face negative associations that have diminished how the world perceives them and damaged their economies. Mexico’s resorts, for example, are trying to repair the damage that drug cartels have done to the country’s image. Russia was hurt by the much-publicized prosecution of an all-female activist punk band, and it sits near the bottom of the 50 nations featured in the study. A Pew Research Center poll found that the controversy caused a “significant change in the way that the rest of the world sees Russia—a change for the worse.” The Financial Times described another high-profile trial as a sign of “the miserable image of Russian justice” and a “damaging assault on its reputation.” Meanwhile, the United States is still recovering from the blows to its global reputation dealt by issues such as the Iraq War and partisan deadlock. It held steady in 23rd place, but the study observed that “the reputation of the USA is trending towards more positive perceptions.” Of course this year’s presidential election will likely be significant factor in future progress.

As with individuals and companies, changes in a country’s reputation produce tangible effects. According to the Reputation Institute’s study, a “5-point improvement for the USA on the RepTrak attribute ‘a country I would recommend visiting’ would equal a 14.6 billion USD increase in tourism receipts.” Statements such as that help to explain the big budgets governments put behind branding campaigns.

Navigating the Reputation Economy in the Reputation Century

Tuesday, May 24th, 2011

Last week I attended the Reputation Institute‘s 15th annual conference on corporate reputation, brand, identity and competitiveness.

Five takeaways:

This is the century of reputation.

“Trust capital” can’t be bought. It can only be built.

Goodwill can’t be duplicated or replaced.

If you can’t measure reputation, you can’t manage it.

In the absence of information you provide (about yourself, your company or your product), someone else will.

“Navigating the Reputation Economy” attracted a few hundred participants from around the globe. Forbes was the media partner. Allstate, BBVA Compass, Pfizer and Vestas sponsored. Highlights: Dan Hesse, CEO, Sprint. His candid comments about how he maintains an authentic voice in internal and external communications were inspiring. Mike Perlis, CEO of Forbes Media, on motivating all stakeholders.

Ginger Hardage, who heads Southwest Airlines’ Culture & Communications division. Christa Carone, Chief Marketing Officer of Xerox, who joined Honeywell’s Tom Buckmaster (VP of Corporate Communications) and Eastman Kodak’s Gerard Meuchner (Director, Communications & Public Affairs), in how they overcame reputation and other issues to successfully turn around those companies. Pfizer’s Sally Susman, Executive Vice President, Policy, External Affairs and Communications and Blair Christie, Chief Marketing & Communications Officer at Cisco, discussing the relationship between reputation and financial performance. (Key takeaway: telling the story in good times and bad). Most compelling: James M. Wiseman’s frank talk about managing image crises in a time of 24/7 news. Wiseman is Toyota’s longtime Chief Communications Officer.

Philosopher and business ethics expert R. Edward Freeman said,  “Reputation is an outcome of how you create value.”