Topic: Reputation

Reputation tips and tricks

New app means never having to Tweet you’re sorry 0

Between CEO’s confessing to corporate misdoings, and celebrities regretting their latest offensive tweet, the public apology has become as commonplace as the crazy cat video. But how does an apologizer know if they’ve been forgiven for their transgressions? By checking the “Sorry” app, of course!

Former news anchor, Greta Van Susteren cryptically teased the release of her new app on Facebook. Was she serious? Is this a real thing? Do we actually need an app for public apologies? I can’t answer the first two questions, but I can answer the third. Sorry sounds like exactly what we need to kick off the new year.

The app (allegedly) comes with two apology levels: public and private.

If you’ve wronged your spouse, you can us the app to privately say you’re so, so very sorry. If and when the offended party accepts, via the “accept” button on the app, then you’ll know it’s safe to come home. Apology rejected? Better make other plans. Maybe the app can have an upgrade option that gives you good long-term rates at a local hotel.

The public side of the app is where its at. Every day, the app users can skim through a list of current public apologies accepting and rejecting along the way.

Movie star apologies for his insensitive remarks on the red carpet: apology rejected!
With great celebrity comes great responsibility, so you’re not getting off that easily.

CEO says he’s sorry your date is now in the hands of a hacker: apology accepted
Data breaches are so common these days, there’s really no profit in holding a grudge.

And speaking of data, Van Susteren could make a mint selling off the app data if this thing blows up.

What would a PR firm pay to the demographics on who accepted their client’s apology and who didn’t? It would be much easier to draft a follow-up statement if you new it was 80% young, educated women who gave the thumbs down, wouldn’t it?

If we were talking about this 5 years ago, it would sound like a silly, flash-in-the-pan idea, but the world has changed in so many ways. Take the recent round of accusations in Hollywood. In the past, a studio would have rallied behind their stars. A donation to charity, a few pictures with a group of needy kids and you’re back in the public’s good graces.

We’re not falling for that anymore. Now, instead of rallying, companies are doing all they can to distance themselves from the offenders and it’s costing billions. Reparations, shutdowns,  canceled contracts, finding last minute replacements, wiping all evidence of a connection off of advertising, even past projects. I’m not minimizing the social and emotional impact of this year’s biggest offenders, but the financial impact is putting good companies and good people out of business.

Greta Van Susteren’s ‘Sorry’ app is a sign of the times. Sure, plenty of people will see it as a fun, little game for the celebrity obsessed. Others will view it as a way to make their voice heard. But for you, the business owner, CEO or celebrity, having the app on your phone will be a daily reminder to live your life in a way that leave you never having to say you’re sorry.

Andy’s take: If you make a mistake, consider this app as just one more new channel to share your regret and apology. Don’t make the mistake in thinking this app can replace the need for you to make a heartfelt, personal apology to those you’ve offended.

Source: Reputation Refinery

What can corporate communicators learn from the Louvre? 0

Reputation Institute co-founder Cees van Riel recently explored the interesting world of museum reputations. In a first of its kind study, he examined the reputations of 18 museums across 4 continents and the results of the study were abundantly clear: people love museums. Cees explains:

“Museums are highly appreciated for their contribution to society. They maintain the national heritage, they educate people, and they provide entertainment to people in their free time.”


The study examined 18 museums across 4 continents and top marks went to the Louvre (84.3), followed by the Van Gogh Museum (81.9), and the Rijksmuseum (81.7).  What was even more interesting than the individual museum scores was the comparison of these scores to that of corporate reputations. The average reputations score, or Pulse, of the museums was 79 but the average reputation score of our corporate reputation research is 64.2.

What does an excellent reputation score mean?

In marketing and communications, we use terms like ‘brand loyalty’ and ‘stakeholder support’ to describe the desired result in our target audience. We know through our RepTrak® studies that excellent reputation scores (80+) inspire positive response and ultimately help drive business results (Figure 1). Now consider this: in our 2017 Global RepTrak, only one brand (Rolex) achieved an excellent Pulse score. In the recent museums study, 8 out of the 18 museums achieved an excellent score. Museums have clearly honed in on an effective strategy to create compelling support across stakeholders. And as you can see in the chart below, the likelihood of supportive behaviors jumps 30% when a reputation moves from strong to excellent. So in business terms, understanding how these museums are achieving such high marks is vital.


Figure 1: As reputation score increases, so does the likelihood of supportive behaviors.

3 Lessons from Museums on Creating a Stellar Corporate Reputation

  1. The purpose driven nature of an art museum should be a source of inspiration for the business world.
  2. Museums are open and transparent on the how and why of what they are doing.
  3. Museums are very critical about not wasting public moneys in their daily activities.

Video Insights on Reputation from Prof. Cees van Riel

Further Reading:

Source: Reputation Institute

Make Your Hotel a Hot Spot 0

Tips to encourage travelers to book your hotel instead of a vacation rental

While vacation rentals like AirBnB and HomeAway have become increasingly popular, 79% of travelers still prefer to stay at a hotel like yours.

Mid-November is prime time for booking hotels for December travel and when those who haven’t booked for Thanksgiving yet are trying to find last minute accommodations.

Make sure your hotel is doing these 3 things to maximize your bookings this holiday season:

Advertise Your Amenities

As a hotel, you’re able to offer certain amenities to your guests that vacation rentals can’t come close to offering. While both types of accommodations usually have internet, hotels can boast amenities like around-the-clock customer service, complimentary breakfast, and state-of-the-art fitness centers

Show off what makes your hotel special on your social media pages and make sure you have them listed on your review pages.

Respond to Reviews

When travelers are deciding on which hotel to book, 93% of them are influenced by online reviews, and 53% of travelers say they won’t even book a hotel if there are no reviews online.

Whether a customer leaves your hotel a positive or negative review, take the time to respond to it. Your current customers will appreciate the responses and potential customers will take note of the excellent customer service your hotel provides online.

Need help responding to reviews? Check out our Guide to Review Responses!

Get Creative With Content

As a business owner in your community, you know a lot about the town you’re located in. Share these insights with your current and potential customers on your social media pages!

Try sharing interesting information about your community, tips to help your customers feel like a local, and recommendations of places your guests must visit before they head home.

These Content Ideas for Your Hotel are a great starting point for crafting quality, creative content to share on your hotel’s Facebook, Twitter, and Instagram.

Showing off your hotel’s strong connection to its community will show travelers that choosing to stay at your hotel is a great way to feel like a local.

Establishing your hotel as an expert in your city, providing excellent online customer service, and setting yourself apart online will help keep your hotel top-of-mind for travelers as they book their next vacation!

For more tips to make your hotel stand out online, check out this blog post!

Follow us on Twitter, Facebook, LinkedIn, and Instagram for more resources like this!

Make Your Hotel a Hot Spot was originally published in Main Street Hub on Medium, where people are continuing the conversation by highlighting and responding to this story.

Source: Main Street Hub

From Coffee to Community Management 0

Spotlight on Community Manager Audrey Browning

When Community Manager Audrey Browning was working at a local coffee shop while attending The University of Texas at Austin, she knew she needed to hire a company she could trust to manage their social media.

So, she hired Main Street Hub in 2015 to help elevate the online presence of this coffee shop in Austin.

After finishing her degree, she couldn’t think of a better place to start her career than the place that helped her beloved coffee shop thrive on social media. So, she joined the Main Street Hub Team as a Community Manager, and gets to help our local business customers every day and ensure that every social media post and online review response is tailored to their needs.

Want to learn more about our hardworking Community Management Team? Read our blog to learn more about this creative, imaginative bunch and how they produce great work for our customers.

Get to know Audrey, her love for Tex-Mex, and why she loves working on behalf of local businesses every day:

What was your favorite thing about working at a local business?

“I really loved that I was really close to the owners, not just a manager. It was also the first place I worked where I knew all of the customers by their first name and their usual.

“We had a drive-thru, and we had a camera. Someone would pull up, and I could see their car and I’d say, ‘Hey so-and-so, you gettin’ this today?’ and they’d say, ‘Yep, I’ll see you at the window!’”

“That really shows how much of a community it was. That was my favorite part — how close the team was with the customers.”

Why did you hire Main Street Hub to run the shop’s social media?

“It was comforting to know that someone else genuinely cared about taking over when I was leaving. I was excited to go back to school, but I was concerned because the owner was very invested in his brand and how it interacted with the community. It made me feel better that a company was really willing to get to know the business instead of making it fit into a little box. I really respected that.”

“It was cool to know that a company had the same Reverence for Local business as I did.”

Why did you apply at Main Street Hub?

“During my second semester of my first year at UT, my go-to coffee shop back home decided to shut down their brick-and-mortar store. Their reasoning was that it was too expensive to have a shop, and they didn’t have a committed enough community to come into their shop anymore. It broke my heart because that shop was a huge part of me growing up.

“When they shut down, I thought, ‘Wow, I really need to do more to help these local places. There’s got to be ways I can help.’ When I was graduating, I looked at Main Street Hub because of my interaction with them at the Austin coffee shop.”

“It was really important to me that any company I worked for had its heart in the right place. That’s what drew me to apply at Main Street Hub.”

What’s your favorite thing about being a Community Manager?

“It’s really cool to talk to the customer bases all around the country because they’re all so different and unique. The people you talk to for an auto place are going to be different than the people you talk to for a sushi place. And even a sushi place in Boston has a totally different vibe than a sushi place in California. There are so many different personalities you get to engage with.”

What inspires you every day when you work on behalf of our customers?

“I try to connect with my customers and do what’s best for them. I want their businesses to thrive and be supported and be connected to their communities.”

What’s your favorite Main Street Hub value?

“Win-Win-Win. I think it’s really cool that the company focuses not just on what’s best for the company, but what’s best for the customer and the employees. We really are a giant team working together to help local businesses.”

What’s your favorite local business?

“I love Tex-Mex, and I recently moved to South Austin. There’s a place called Don Dario’s. It’s the same server every time I come in, and it smells like my abuela’s house every time I visit. It’s so comforting, and everyone’s so nice all the time.”

Learn more about our Content Team’s love for local — check out this blog by Community Manager Morgan Hampton about helping her parents run their realty business, and this post by Community Manager Holly Ratcliff about her favorite coffee shop!

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From Coffee to Community Management was originally published in Main Street Hub on Medium, where people are continuing the conversation by highlighting and responding to this story.

Source: Main Street Hub