Disgruntled Customer 2.0 – Lessons Learned from British Airways in Brand Reputation

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In just a couple of weeks, I will be flying British Airways  as I travel to speak at Interaction 2013,  an intranet conference in London that I’m really looking forward to and would ideally like to attend while fully dressed — I’m sure the attendees would appreciate it too. So, the recent firestorm regarding British Airways and the lost baggage incident on Twitter certainly peaked my interest. Painful as it for British Airways right now, it’s a great case study of many things: customer service, crisis communications, reputation management and social media presence.

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Becoming an Employer of Choice… By Choice

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Among all the feedback employers receive from its employees, one that particularly interests me is employee perception that a company cultivates and attends to the relationship it has with its customers more so than the one it has with its employees. How many of you feel that your external brand or web site is dynamic, sexy and interactive while the internal one for employees looks like it was created in 1998? We create products and services to attract customers, but why does it seem that we lapse in putting the same effort in attracting and retaining employees?

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7 Trends in Employer Branding for 2012

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Original Source: 7 trends in employer branding for 2012, Daniel Wägerth and Joao Araujo

2012 is here and after over 20,000 meetings with companies held by Universum’s team throughout 2011, we’ve had interesting discussions about what to expect this year.  The first impression is that our colleagues in Africa, Asia and US are feeling that the competition for talent is getting fiercer, while the European colleagues see a market where employer brands are getting more innovative and competitive. All in all, we see seven trends that might shape 2012:

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