Comments on: Why Care What People Think?

By: Cog Blog

Cog Blog — Wed, 15 Jan 2014 10:14:54 +0000

Hi Martin and thanks for the comment. We agree – reputation is a complex topic as it is built by numerous stakeholder groups, all of whom are influenced in different ways by different channels. We have developed a number of key drivers that between them define reputation, but what’s needed is a series of measures, using different techniques and data sets all pulled together in an integrated fashion. For more see http://www.optisca.com or mail me directly.

By: Martin Silcock

Martin Silcock — Wed, 15 Jan 2014 08:48:41 +0000

Hi Brian. Uou got me thinking this morning;)

I think of reputation more as a system…asnin a systems dynamic model and that at its heart is something to do with “expectation management”

It is not a thing to be measured directly. It is dynamic and rhere is a need for a model to explain how it it created and destroyed.

You have inflows and outflows and intermediate elements that create lags in the system explaining why it takes long time to develop and short time to destroy.

By: Cog Blog

Cog Blog — Tue, 14 Jan 2014 22:07:24 +0000

Thanks for the comment Alasdair.
We believe that it is possible to monitor and evaluate reputation using multiple data sources – and multiple techniques – to cover off all appropriate stakeholders. This evaluation takes place within an over-arching framework of what make up the key drivers of reputation. This is the point of ‘joining up the dots’ made in the post. If you are interested to learn more you can check out http://www.optisca.com or mail me directly on this address.

By: Al

Al — Tue, 14 Jan 2014 21:30:26 +0000

But isn’t the problem that it is so hard to measure reputation? Social media listening will only pick up those who can be bothered saying anything – hardly representative. Traditional market research methods are better, but rely on respondents accurately reporting their feelings, which we all know has flaws. Surely the best measure of reputation is through buyer behaviour and customer retention: which doubtless form a big part of those annual reports?

By: Cog Blog

Cog Blog — Tue, 14 Jan 2014 15:43:00 +0000

Good comment Paddy. I think that many organisations simply don’t understand that point – they seem to think that if you advertise a nice shiny service, and then deliver a nasty inefficient service then that’s OK (think of the banks in particular). In fact, as you say it’s very far from OK.

By: Paddy Briggs

Paddy Briggs — Tue, 14 Jan 2014 15:23:23 +0000

Perceptions are reality because people believe them to be true. Managing reputation is about managing people’s perceptions of what you do and how you do it. But that doesn’t mean that all you have to do is persuade people that you are a reputable organisation. You actually have to be one as well! So to build a good reputation you must actually do the right things, for the right reasons and with the right outcomes. Then you have a story to tell. If you do the wrong things but pretend that you are doing the right things you will be found out!

By: tim

tim — Tue, 14 Jan 2014 13:20:52 +0000

very good- consider sending it toIOD