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August 31, 2011
5 Reputation Management Lessons from Prince, Dell and Beyond
By Jay Baer
Difficulties arise. Mistakes happen. Reputations become tarnished — this is the way of the world, particularly when an error occurs after a company brand achieves a leadership position or a human being becomes famous.

As we've seen time and time again, when a problem is avoided or "hushed up," the blemish becomes more pronounced. But when the setback is embraced, reputation damage can be ameliorated and in some cases, even reversed.

While an enraged Fifth Estate creates accelerated brand damage for organizations, conversational media can mollify angry customers or perturbed fans with direct interaction. Further, demonstrating responsiveness can help reputation management via online searching. When people see response to criticism and a commitment to resolve issues after public outcries, they are much more likely to believe the company cares about its customers.

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