Most of us enjoy surprises. Free tickets to an event we’ve been wanting to go to, the last-minute cancellation of an event we didn’t want to go to, an unexpected windfall, a thoughtful gift.
However, when your organisation’s reputation is on the line, surprises can be a little less welcome. An unexpected issue has the potential to seriously damage or destroy your reputation when not managed correctly, so it pays to take the time to be prepared.
Earlier this year, United Airlines gave us a memorable example of how quickly a negative issue can escalate when they chose to manage an overbooking situation by dragging a paying customer off a flight, bloodying his face in the process. The issue became world-wide news in a heartbeat as people shared footage of the terrified man screaming and other passengers rushing to his defence.
Workplaces are changing. Flexible work arrangements like job shares, embedded contractors, casual agreements and remote working arrangements are becoming the new normal for businesses.
Digital technology is improving connectivity and facilitating the movement towards decentralised, flexible workforces.
A recent study in the US found that 40% of the US workforce is employed in the ‘contingent workforce’, with the majority of these being part time workers and independent contractors. Not only are workers employed in less stable roles, they are also working remotely in greater numbers. An analysis reported in the Sydney Morning Herald revealed that approximately one in three Australians work from home regularly. Read More
Winston Churchill said “To improve is to change” and when it comes to brands, change can reinvigorate your business and help you to reconnect with your customers and stakeholders.
Think of examples like Old Spice, who pivoted their brand towards a much younger customer base with an engaging ad campaign in 2010; or Apple, who came back from the brink of bankruptcy in the late 90s with a rebrand that saw them become one of the most successful businesses of the 21st century. Read More