Reputation is not what we say about ourselves, it is what others say about us. Critically it is often what others say about us when we are not in the room.
In order to manage a reputation, we must first understand what it is. That involves understanding what is being said about us, or indeed what is not being said. This means asking the right questions of the right people. It also requires us to ask those questions in a way that they will tell us what they really believe and not what they think we may wish to hear.
There can be no one size fits all solution to managing reputation. Baird’s CMC works through a series of steps which allows us to focus action exactly where it is needed.
Setting clear objectives
We begin by working with you to understand exactly what needs to be done and what can be achieved. Many projects fail due to the absence of clear and realistic goals. Reputation management is no different. We will agree on target outcomes that can be clearly measured
Research – building a picture
We will speak to key stakeholders to understand exactly what they know and think about your organisation. At the same time, we will look carefully at existing research and data sources. We may also recommend and carry out new research where that is required to fill any gaps.
Once we have built a reliable picture of an organisation’s reputation, we will bring forward the ideas and recommendations that will protect and develop that reputation. And, working with you, we will set these recommendations out in a clear plan designed to reach your goals.
Executing the plan
Baird’s CMC is well positioned to support all aspects of the reputation management and improvement plan. While it is subject to our client exigencies, we are keen to remain closely involved to support the development and implementation of the recommendations.
Our approach is rigorous and underpinned by research, evidence and intelligence. By amalgamating what we learn we can develop a unique set of metrics to benchmark reputation and track movement over time.
Reputation in a crisis
The first time many of our clients have come to us is when they have a problem. It is at times like this that the fragilities of reputation are exposed and the need to act fast and accurately is most acute. We have learned much from these projects and we have solved many problems. But we would far prefer to get involved earlier, nurture a reputation and prevent a crisis from happening in the first place.
More than a communications agency
Baird’s CMC is a unique global network. Our people have spent decades solving difficult problems across the globe. We understand what makes and what breaks reputation. It is by combining the experience of our people across multiple markets and cultures that we help clients get a grip on one of their most valuable assets.