Your reputation is far too fragile and important an asset for you to leave to chance, or worse yet to unskilled staff. Examples abound of high profile brands whose missteps have wreaked havoc on their bottom line. Reputational risk consistently appears in lists of the top three concerns of Boards and yet only about a third of CEOs report having effective governance structures in place. In an age where so much can go wrong, you can be certain that something will go wrong and the odds are that a lot of people will hear about it. So best you make sure you have plenty reputational capital in the bank to help you get through the storm.
Identification of Reputation Drivers
Managing your reputation starts with understanding what your reputation is in the minds of key stakeholders across your value chain. Then you need to determine the relative importance weighting of your reputation in each segment of the value chain. From there you need to identify what the levers to the greatest risk and upside are so that you can most effectively deploy your resources to leverage and protect your reputation in order to achieve your business objectives.
Once you know where your strengths and weaknesses are, and you understand this in relation to the strengths and weaknesses or your competitors and industry, we can use this gap analysis to develop interventions to build the reputational capital required.
Reputation Enhancing Interventions
Both in South Africa and across the world the most significant group of reputation drivers has time and again proven to be the corporate social responsibility drivers. It is therefore critical that you develop and implement relevant, reputation enhancing interventions which will require the adoption of a shared value philosophy.
No other communications firm can offer you the skill, experience and connections with a proven track record that It’s a Shovel has in the shared value space.
Monitoring and KPIs
Once you know your benchmark and you’ve put in place the programmes designed to build your reputation, you need to monitor your reputation and my personal view on the matter is that this is something that should be done on a real time basis.
With the big data capabilities now available to all, such real time analysis and dashboard reporting are more than doable and my network of data gurus can help you achieve this.
Risk Management, Crisis Preparedness and Crisis Communications
As they say in the classics, if it can go wrong, it will. So your best defence is a good offence and that requires planning and preparedness. From maturing your risk management capabilities to developing the monitoring and remediation matrix required for an early warning and early solution system, It’s a Shovel can help you avoid a crisis as far as possible. Once again, organisational change management is often required within this process as well as unequivocal leadership support.
However, should the best-laid plans still go wrong and you hit the headlines for all the wrong reasons, I can help you limit the damage and integrate the learnings from the crisis to emerge better positioned and more resilient.