Reputation Matters

As the saying goes: it takes a lifetime to build a reputation, but a moment to lose it. 

Customer experience: The good, the bad and the ugly

Customer experience: The good, the bad and the ugly

The gap between marketing and customer service is too often a chasm.

Rupert Stadler, Audi boss in the eye of an emissions storm

Rupert Stadler, Audi boss in the eye of an emissions storm

FROM THE ARCHIVE: When Audi's parent company VW first became embroiled in the emissions scandal...

How TSB can recover its reputation

How TSB can recover its reputation

Heathrow's Terminal 5 offers a surprising example of reputational disaster turned to advantage.

Why Starbucks' unconscious bias training is only half the battle

Why Starbucks' unconscious bias training is only half the battle

It takes more than half a day to tackle deep-rooted biases.

There are two kinds of crisis: Know how to respond to each

There are two kinds of crisis: Know how to respond to each

The head of Tata Europe on smart crisis-management.

The rise of government intervention - and why you should worry

The rise of government intervention - and why you should worry

Firms have to accept that the state will be more active than in the past,...

How to make the most of awkward situations

How to make the most of awkward situations

Awkwardness is pretty much inevitable, so we should try to take advantage of it.

How WD-40 stayed disruptive despite selling the same product for 60 years

How WD-40 stayed disruptive despite selling the same product for 60 years

It keeps its people on their toes, says Whitney Johnson.

Your workplace is damaging your employees' mental health

Your workplace is damaging your employees' mental health

Here's what you can do about it.

Here's a thought: Let your employees be human

Here's a thought: Let your employees be human

Kafka-esque bureaucracies are unlikely to deliver great customer service, says John Sills.

Brexit will only spoil Brand Britain if we let it

Brexit will only spoil Brand Britain if we let it

Perceptions of the UK abroad are changing, but we can still shape them.

McDonald's UK CEO: 'We don't offer dead end jobs'

McDonald's UK CEO: 'We don't offer dead end jobs'

As fast food workers go on strike, Paul Pomroy wants to set the record straight....