Devoted to Managers and those that seek to improve their management skills

The Ethical Corporation reported on a study recently and this is what they had to say concerning word-of-mouth and experience:

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“For the first time, Harris and the Reputation Institute examined the effect of word-of-mouth communication on corporate reputations and found it strongly influences people’s assessment of companies and their subsequent buying intentions. Only personal experience was more likely to shape a consumer’s perceptions of a company’s reputation, the sponsors report.”

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When the above statement it is very profound in dealing with an issue that confronts a company from time to time; how to handle unfair statements made that don’t add up to the reality happening within your company.

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Have you ever had unfair comments by customers that can be classified as nothing other than a lie? I have not only seen it happen with others but also experienced it myself.