As the saying goes: it takes a lifetime to build a reputation, but a moment to lose it.
The gap between marketing and customer service is too often a chasm.
FROM THE ARCHIVE: When Audi's parent company VW first became embroiled in the emissions scandal...
Heathrow's Terminal 5 offers a surprising example of reputational disaster turned to advantage.
It takes more than half a day to tackle deep-rooted biases.
The head of Tata Europe on smart crisis-management.
Firms have to accept that the state will be more active than in the past,...
Awkwardness is pretty much inevitable, so we should try to take advantage of it.
It keeps its people on their toes, says Whitney Johnson.
Here's what you can do about it.
Kafka-esque bureaucracies are unlikely to deliver great customer service, says John Sills.
Perceptions of the UK abroad are changing, but we can still shape them.
As fast food workers go on strike, Paul Pomroy wants to set the record straight....