Reputation Management (March 24)

Part
01
of two
Part
01

Reputation Management (March 24 A)

The following are the additional B2B or B2C companies/organizations in the United Kingdom that would be potential candidates for reputation management services: EasyJet, PeoplePerHour, PC Specialist, Burberry, Tesla UK, Stagecoach Group, Virgin Holdings, Lush, 2 Sisters Food Group, and Gillette. More information has been stated in the attached spreadsheet.

FINDINGS

  • Last year, 2019, EasyJet received a backlash of criticism and complaints on Twitter and negative press for the brand, when it asked a passenger to remove an image he had posted of a backless seat in which another passenger was required to sit while on the plane.
  • PeoplePerHour launched a series of ads stating, "You do the girl boss thing we’ll do the SEO thing," that was considered sexist and offensive by the public, and condemned by "industry professionals like Lisa Myers and Emma Sexton."
  • PC Specialist adverts were banned for pushing gender stereotypes after some viewers complained, negatively positioning them in the press.
  • Recently, Tesla UK suffered a reputation crisis when the CEO Elon Musk termed a heroic British diver, who rescued boys trapped in a flooded cave, a pedophile on Twitter.
  • Stagecoach Group and Virgin Holdings were blamed in 2018, receiving negative press, when the UK government terminated Virgin Trains East Coast franchise, held by the two companies, for failure to meet its financial commitments to the government.

Research Strategy

To obtain the insights and information on the additional B2B or B2C companies/organizations in the United Kingdom, which would be potential candidates for reputation management services, we researched through credible news articles and industry publications such as BBC, Independent, Reuters, and Telegraph among others and identified articles of the organizations in the region that during recent years are reported to have undergone major public criticism, lawsuits, business losses, and other similar instances, causing poor reputation for the organization and assuming to be potential prospects for expecting reputation management services.
Part
02
of two
Part
02

Reputation Management (March 24 B)

Some additional potential candidates in the UK for reputation management services include Virgin Media, Uber (UK & Ireland), Royal Mail, De La Rue, and H&M. The information is also available in the spreadsheet attached.

Summary

  • BT is in the bottom five of companies with the worst customer service, with customers finding members of staff aloof and three out of five customers describing the company as poor in handling complaints. Kelly Barlow is the Director of Marketing at BT. The BT Group's net worth is $29.6 billion (market cap) as of May 15, 2019.
  • Virgin Media is also in the bottom five of companies with the worst customer service, with customers prone to describing the company as successful but greedy at the same time. Cilesta Van Doorn is the Brand and Marketing Director of the company. Virgin Media made £1,331.7 million ($1.59 billion) in revenue (Q4).
  • In November 2019, Uber UK suffered humiliation when the company lost its "license to operate in London, the company's leading European market, due to safety breaches." Uber's net worth is about $100 billion, and London, UK, is "the biggest European Uber market with 3.5 million users." Omar Gurnah is the Head of Marketing, Uber UK & Ireland.
  • Royal Mail is facing the risk of losses within a year because of the continuous threat of industrial action, "which could be extremely damaging for the firm." Ben Rhodes is the Group Marketing Director of the company. Royal Mail's net worth is $3.4 billion (market cap).
  • De La Rue is under investigation for "suspected corruption relating to its activities in South Sudan" and other myriad issues that are plummeting the share price of the company. Laura Wheeler is the Strategy and Marketing Director of the company. The company's net worth is £10.3 million ($12.28 million).
  • The Duchess of Sussex, Meghan, has suffered much negative press since her marriage to Prince Harry, with many articles saying that she is "a boastful, self-obsessed celebrity who craved media attention, an accusation which intensified when she guest-edited an edition of British Vogue in September last year." She is on LinkedIn and her net worth is $5 million.
  • H&M received backlash from the press and social media after it released a poorly conceived ad showing "a young black boy wearing a hoodie which read — the coolest monkey in the jungle," which a large section of the public considered to be racist and inappropriate. Lisa Hill is the Head of Marketing (UK & Ireland). The company's net sales in 2019 were $6.4 billion.
  • Adidas UK's 'Dare to Create' campaign got infamous after it was hijacked by social media users to "post racist and anti-Semitic messages," which made Arsenal Football Club released a statement condemning the act and dissociated itself from it. Ruth Ryan is the Senior Director of Omni Channel Marketing (Adidas UK and IRL). The company made a revenue of €6.071 billion ($6.57 billion) in Europe in 2019.
  • WeWork's reputation was enmeshed in crises after a series of accusations were leveled against its founder over the misappropriation of the company's finances to his benefits. Amanda Zafiris is the Regional Head of Marketing, EMEA at WeWork. The revenue of the company stands at £35.8 million ($42.67 million).
  • Following the Boeing 737 disaster in Indonesia and Ethiopia and trails of scandals (accusations against the company of withholding information) following the crashes, the Max passenger airline — which has about 21,000 combined direct and indirect workforce in Britain and Ireland, was grounded in the UK. Darshini Perera is the Director, Regional Marketing of Boeing UK. The company made a revenue of $76.6 billion in 2019.

Research Strategy

We identified some additional 10 potential candidates in the UK for reputation management services. These 10 are potential candidates because they all went through negative press recently. Out of the 10, nine are B2B or B2C companies while one is an individual. For some companies, we determined their net worth by revenues, net sales, and group revenues (where regional revenue for the UK and Ireland was unavailable).
Sources
Sources

From Part 02
Quotes
  • "licence to operate in London, the company's leading European market, due to safety breaches."
  • "which could be extremely damaging for the firm."
Quotes
  • "a boastful, self-obsessed celebrity who craved media attention, an accusation which intensified when she guest-edited an edition of British Vogue in September last year."
Quotes
  • "the biggest European Uber market with 3.5 million users."