Reputation Management by Hans Kanold #icca11 #iccaworld #icca SUNDAY 23/10/11

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Presentation on Reputation Management by Hans Kanold given during the 50th ICCA congress. #icca11 #iccaworld #icca SUNDAY 23/10/11

Presentation on Reputation Management by Hans Kanold given during the 50th ICCA congress. #icca11 #iccaworld #icca SUNDAY 23/10/11

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  • 1. Reputation Management Mr Hans Kanold CEO Safehotels Alliance International Congress and Convention Association www.iccaworld.com International Congress & Convention Association
  • 2. CERTIFICATION & CONSULTANCY
    • Specialiced in the hotel and meeting industry
    • In operation since 2001
    International Congress and Convention Association www.iccaworld.com
  • 3. Reputation Management
    • Are you aware of your reputation?
    • Are you aware of consequences?
    International Congress and Convention Association www.iccaworld.com
  • 4. Reputation Management
    • Facebook
    • YouTube
    • Are you in control? Lets have a look…
    International Congress and Convention Association www.iccaworld.com
  • 5. Reputation Management
    • Ugly tie…
    • Bad haircut…
    • Weak pronounciation
    International Congress and Convention Association www.iccaworld.com
  • 6. Reputation Do you know?
    • S trengths
    • W eaknesses
    • O pportunities
    • T hreats
    International Congress and Convention Association www.iccaworld.com
  • 7. Reputation Management
    • On going analysis – especially these days…
    • Social media can damage in minutes!
    International Congress and Convention Association www.iccaworld.com
  • 8. SAS Flight from Stockholm december 29, 1991, 08.45 in the morning 129 people on board Crashes right after take off
  • 9.  
  • 10. OUTCOME ?
  • 11.  
  • 12.  
  • 13. OUTCOME ?
  • 14. Reputation… Can we trust SAS? Can we trust the industry? Crises management agenda?
  • 15. SAS Flight from Linate, Milan October 8, 2001, 08.10 in the morning 110 people on board Crashes right after take off into a Cessna, 4 people on board
  • 16. Actions taken;
    • Management activity
    • Press conference on site
    • Communication
    • Empathy
    International Congress and Convention Association www.iccaworld.com
  • 17. OUTCOME ?
  • 18. SAS is Now used as a role model for Crises management & Reputation Management
    • Impressive engagement
    • Well prepared
    • Empathy to victims
    • Own interest secondary
    International Congress and Convention Association www.iccaworld.com
  • 19. Be prepared
    • Plan, train and practice
    • Contact lists
    • Check lists
    • Over react
    • Care and compassion
    • Communicate, communicate, communicate!
    • Respond fast – “the golden hour”
    • Strong leadership
    • Get additional expertise
    International Congress and Convention Association www.iccaworld.com
  • 20. Be prepared
    • Family assistance
    • Specialist back-up 24/7
    • Deep pockets – or insurance
    • Learn from others
    International Congress and Convention Association www.iccaworld.com
  • 21. DON´T
    • Look at media as your enemy
    • Underestimate public interest
    • Overlook the stress
    • Be penny wise / pound foolish
    International Congress and Convention Association www.iccaworld.com
  • 22. For your company, a succesful action
      • Maintained bookings
      • Enhanced reputation
      • Job satisfaction
      • Staff satisfaction
    International Congress and Convention Association www.iccaworld.com
  • 23. International Congress and Convention Association www.iccaworld.com THANK YOU
  • 24. Be prepared
    • Communication plan
    • Practice
    • Set of experts
    • Documentation in order
    • Updated contact lists
    • Client management
    • Focus on solution and next step
    International Congress and Convention Association www.iccaworld.com