You ultimately get the reputation you deserve
They say a person or organisation ultimately gets the reputation they deserve. I’d like to think so in the case of Santander UK, whose former chief executive is António Horta-Osório. He’s the one whose enforced absence through ‘overwork’ surprised the City in 2011. At Santander he once presided over the now defunct Abbey and Alliance & Leicester, two formerly staid organisations turned racy retail banks that Santander gobbled ... read the full post »
21 February 2013 | Posted by : Andy M Turner | Comment on this post »
Tagged : banks, customer service, marketing, public relations, reputation, trust.
A tale about the cynical abuse of trust to chase extra profits
Door-to-door salesmen don’t enjoy the best of reputations but they all know how much easier it is to sell once they have crossed the customer’s threshold. How they must envy British Gas service engineers, who are never refused entry and enjoy high trust levels with the customers they visit. This is a point not lost on British Gas apparently, which a reliable source tells me is ramping up its drive ... read the full post »
09 August 2012 | Posted by : Andy M Turner | Comment on this post »
Tagged : British Gas, reputation, trust.
Chief executives and reputations: two contrasting stories
When I was interviewed for this article in The Sunday Times recently, it reminded me of two very different customer experiences I’ve had with chief executives; one very good and one very bad. Both are highly unusual and memorable. The good one was the totally disarming personal call I received from Sir Moir Lockhead one day as I navigated my way around a supermarket. At the time, Lockhead was ... read the full post »
21 February 2012 | Posted by : Andy M Turner | Comment on this post »
Tagged : chief executive and reputations, customer service, First Group plc, public relations, reputation, Southern Cross Care Homes, The Sunday Times, trust.
‘Trustability’ and why negative reviews are good for business
The counter-intuitive headline ‘Negative reviews drive sales, claims marketing expert’ on Marketing magazine’s web site caught my eye. But as I finished reading I was left none the wiser about why. Normally I would have stopped there and thought no more about it but the man behind this claim is Don Peppers, a widely-acknowledged marketing expert. To get to the reasons for Peppers’ claim I had to spend an hour ... read the full post »
19 July 2011 | Posted by : Andy M Turner | Comment on this post »
Tagged : advocacy, B2B, reputation, selling, trust.
Reputation, trust and retail banks
In the UK, high street (retail) banking is dominated by a handful of five, big brands so similar you’d be hard pushed to fit a cigarette paper between them. So news of Metro bank’s launch, which The Telegraph newspaper points out is the first new entrant to this market in 100 years, ought to be welcomed, didn’t it? Especially when you hear its billionaire founder Vernon Hill likes to ... read the full post »
08 June 2010 | Posted by : Andy M Turner | Comment on this post »
Tagged : banks, CNN, Harvard Business Review, Havas, marketing, Metro bank, reputation, Tesco, The Daily Telegraph, trust, Virgin.