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Managing Reputation

Management Consultancy For Agencies"Reputation is the sum of stories told about an organisation"

Smythe, Dorward and Reback

Scholars may debate the precise measurement of reputation management and the exact cost of crises.  But for every organisation and for every individual, the  reputation asset is critical.  It signals quality, value and, above all, trust.

Every release, blog, tweet or conversation adds or detracts. As Forbes highlights, they have a calculable cost. Good reputation management is as central to effective strategic planning and goal delivery as finance and human capital.  It is, quite simply, the currency which makes sense of complexity.  And it helps repel the next storm in the twittersphere!

Working with well-tested models, we assist corporate, health-sector and government clients to:

  • Audit and assess the risks and opportunities of key plans and initiatives
  • Create stakeholder maps and lines of engagement
  • Construct messages and narratives which address issues and change positively
  • Influence and transform agendas
  • Conduct scenario planning and simulation
  • Build effective crisis management plans which mitigate risk and reputational damage over the classic five stages: detection, prevention, containment, recovery and learning.

Building Consultancy Performance

Management Consultancy For Agencies"Every so often an unavoidable and pervasive shift takes place that affects every industry… It creates profound discomfort. And profound opportunity."

Max Weber

So how do you boost your consultancy performance?

Global recession. A massive digital transformation. New social enterprises. And the dissolution of traditional boundaries between disciplines such as PR and advertising.

For marketing agencies and communications consultancies of all types, these create a near-perfect storm. Yet, in this age of 'new secularism' and 'authenticity', opportunities abound. We work with management teams to help them apply their creative talent to their own businesses. And we facilitate consultancy performance improvement via:

  • Organisational change
  • Skills enhancement and talent management
  • Business development and retention
  • Innovation and process improvement
  • Sale, merger and acquisition.

The Power of Relationships

Management Consultancy For AgenciesLoyalty is the client’s willingness to maintain a preferred service relationship…

R L Oliver

Relationships are the flip-side of reputation.   They create and multiply its value.  They foster loyalty among stakeholders such as customers, staff and investors.

And it is relationships that generate goodwill.  It drives critical business outcomes such as advocacy, brand preference and decision satisfaction.

Understandably relationships and retention marketing are high on the 'corporate pad'.  They are the focus for major innovations such as content marketing.  We work with technology, healthcare and government organisations to:

  • Audit and assess the relationship paths which are critical to loyalty
  • Build a management dashboard to integrate goodwill tracking and measurement
  • Create loyalty-development strategies to mitigate/enhance the ‘4E’ influencers:
    • Engagement (the rapport and responsiveness of front-line personnel)
    • Expectations (the critical management of stakeholder perceptions)
    • Empowerment (the early warning indicator of underlying trust in the relationship)
    • Equity (the client’s framing and assessment of value-added).
  • Identify and apply goodwill to enhance outcomes such as brand preference or customer word-of-mouth advocacy.

Education & Training

Management Consultancy For AgenciesThe minute you start thinking that you've done it all, that's when you're in the rear view mirror J DeWolfe Sadly most executive education-training is destined for the dustiest shelf. It's time out of the office, a bit of fun and a nice manual or guide. A case of got the T-shirt but not done that! In our experience training only works truly effectively when it engages a real issue or challenge. When it’s about what will happen or what will probably occur. When we’re discussing real ‘stuff’. When it’s a live rehearsal. Creating, say, an organisational narrative to raise finance, launch a new range or to re-brand. So we don’t offer standard courses for "the what might possibly be... maybe never". Based on a rapid needs assessment we customise to deliver executive education-training including:

Public Speaking

Dr. Bill Nichols, Katowice School of Economics, April 2013Dr. Bill Nichols, Katowice School of Economics, April 2013 Available for conferences, guest lectures, facilitation and other public speaking opportunities.

Recent sessions include: Bosnia Croatia,Germany, Poland, Slovenia, UK (various).

Key topics:

  • PR futures,
  • Reputation/crisis,
  • Service improvement and marketing
  • Entrepreneurship.

Management Consultancy For Agencies