reputation management by hans kanold #icca11 #iccaworld #icca sunday 23/10/11

International Congress and Convention Association www.iccaworld.com

Reputation Management

Mr Hans Kanold

CEO Safehotels Alliance

International Congress & Convention Association

International Congress and Convention Association www.iccaworld.com

CERTIFICATION &

CONSULTANCY

• Specialiced in the hotel and meeting industry

• In operation since 2001

International Congress and Convention Association www.iccaworld.com

Reputation Management

Are you aware of your reputation?

Are you aware of consequences?

International Congress and Convention Association www.iccaworld.com

Reputation Management

• Facebook• YouTube

Are you in control? Lets have a look…

International Congress and Convention Association www.iccaworld.com

Reputation Management

• Ugly tie…• Bad haircut…

• Weak pronounciation

International Congress and Convention Association www.iccaworld.com

Reputation

Do you know?

• Strengths• Weaknesses• Opportunities• Threats

International Congress and Convention Association www.iccaworld.com

Reputation Management

On going analysis – especially these days…

Social media can damage in minutes!

SAS Flight from Stockholm

december 29, 1991, 08.45 in the morning

129 people on board

Crashes right after take off

OUTCOME ?

OUTCOME ?

Reputation…

Can we trust SAS?

Can we trust the industry?

Crises management agenda?

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

International Congress and Convention Association www.iccaworld.com

Actions taken;

• Management activity• Press conference on site• Communication• Empathy

OUTCOME ?

International Congress and Convention Association www.iccaworld.com

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

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

Be prepared

• Family assistance• Specialist back-up 24/7• Deep pockets – or insurance• Learn from others

International Congress and Convention Association www.iccaworld.com

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

For your company,a succesful action

– Maintained bookings– Enhanced reputation– Job satisfaction– Staff satisfaction

International Congress and Convention Association www.iccaworld.com

THANK YOU

International Congress and Convention Association www.iccaworld.com

Be prepared

• Communication plan• Practice• Set of experts• Documentation in order• Updated contact lists• Client management• Focus on solution and next step