MISSION INTANGIBLE

M:I Products

MISSION:INTANGIBLE, the blog of the Intangible Asset Finance Society, offers critical comments on intangible asset, corporate reputation, and finance; supplemented by quantitative reputation metrics. Intangible assets include business processes, patents, trademarks; reputations for ethics and integrity; quality, safety, sustainability, security, and resilience; and comprise 70% of the average company's value. MISSION:INTANGIBLE is a registered trademark of the Intangible Asset Finance Society.

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Measure of the Reputation Crisis at Uber

C. HUYGENS - Monday, June 19, 2017
Cornerstones of #reputation—ethics and security— and weaponized social media exacerbate #risk per Steel City Re.

Uber’s annual growth in the US slowed to 40 per cent at the end of May, from 55 per cent in the previous year, according to the data from Second Measure.

An onslaught by San Francisco-based Lyft, is taking its toll, with Uber’s US market share dropping from 84 per cent at the beginning of this year to 77 per cent at the end of May, according to data from Second Measure, a research firm that uses anonymised credit card data.

Uber’s decline in market share was fuelled by the #DeleteUber campaign at the end of January, which encouraged users to stop using the company due to Mr Kalanick’s role on President Donald Trump’s business advisory council. The campaign hit hardest in New York, Boston and San Francisco, some of Uber’s top 10 US markets.

Read more in the Financial Times.

Whole Foods: Another Activist v. CEO Battle

C. HUYGENS - Thursday, June 15, 2017
Whole Foods’ John Mackey is at war with activist fund Jana

“They’re greedy bastards, and they’re putting a bunch of propaganda out there, trying to destroy my reputation and the reputation of Whole Foods, because it’s in their self-interest to do so.” ...Whole Foods has acknowledged problems — same-store sales have been falling for almost two years — but says it has a turnround plan and has promised to proceed with “a greater sense of urgency”. Last month it replaced its chief financial officer, chairman and several board members.


Read more in the Financial Times.

CEO’s Toxic Wake Creates Reputational Deficit

C. HUYGENS - Wednesday, June 14, 2017
As Uber’s board was wrestling with core governance issues arising from its sexist environment as detailed in a commissioned report, board member David Bonderman directed s sexist comment at board member Arianna Huffington.

Ms Huffington laughed awkwardly and said it would be his turn to talk soon. After the meeting, Mr Bonderman emailed Uber employees to apologise — and later announced he was resigning from the board.

“We are in a reputational deficit,” admitted board member Bill Gurley. “It is going to take us a while to get out of this.”

Read more in the Financial Times.

Hyundai Hat Trick

C. HUYGENS - Tuesday, May 30, 2017
Quality, safety and innovation at heart of Hyundai #reputation #risk…own goal x3.

Hyundai and Kia last month recalled 1.5m vehicles in the US, Canada and South Korea over engine defects, at a cost of Won360bn ($322.4m); this month the carmakers were ordered by South Korean authorities to recall a further 240,000 vehicles. US safety regulators are now looking into whether Hyundai’s recalls over engine defects were timely and whether enough vehicles were covered…

…“They have been lagging in innovation . . . Hyundai needs to aggressively ramp up its R&D efforts as well as exploring new mobility models to prepare for a very different automotive future,” said Dominique Bonte, analyst at ABI Research. “If not, it will be left behind by other [global players], which are all aggressively moving forward.”


Read more in the Financial Times.

Reputation of Global Economy Impaired

C. HUYGENS - Monday, May 29, 2017
US consumers’ trust deficit is permanent, expectations reset, #reputation impaired. #risk

As Allianz’s chief economic adviser Mohamed El-Erian puts it: “You cannot underestimate the economic and political effects of the profound loss of trust that the public has had in the core managers of the global system.” Rebuilding that trust would be the best kind of fiscal stimulus. But it will require heavy lifting.

Read more in the Financial Times.

Loss of Reputational Value Reflected in Lost Sales

C. HUYGENS - Tuesday, May 23, 2017
#Reputation #risk from #safety and #innovation failures reduce Samsung shipments (4%) and market share (2.3%).

The South Korean company remains the largest mobile phone maker in the world but its market share has dropped to 20.7 per cent from 23.3 per cent in the same quarter a year earlier, according to Gartner, the research company. Samsung was also the only top five phone maker to report a decline in shipments, which slipped to 78m from 81m.

Read more from the Financial Times:

Speaking Volumes When D&O Defenses are Muted

C. HUYGENS - Monday, May 22, 2017
A 3rd party’s signal is what really great CEOs need to protect their #reputation … when all other strategies fall silent.

There is a range of alternative defensive strategies — none of which are particularly promising. The status quo, silence, is a path to disaster today.

Read more in Risk & Insurance

Reputational Value Rarely Enhanced by Crises

C. HUYGENS - Sunday, May 21, 2017
Avoid #reputational #risk: manage stakeholder expectations, execute to expectations, and pre-position goodwill through 3rd-party validation of governance, risk and compliance excellence.

The half-life of corporate crises has undeniably shortened, helped by social media. Just ask Oscar Munoz, United Continental’s chief executive, how much time he had to react to an online video of a passenger being dragged off one of his airline’s flights in April. At the same time, crisis management specialists have an interest in fostering a nervous sense of constant uncertainty.

Such uncertainty cross-pollinates with the contagious concept of “never-ending disruption” and the alluring idea that all challenges are opportunities. Soon, managers assume they must foment a sense of crisis to get anything done. They are almost always wrong.


Read more from the Financial Times:

Investors Criticise Deutsche Bank at Fiery Meeting

C. HUYGENS - Friday, May 19, 2017
Confusing brand for #reputation, CEO John Cryan demands that “Deutsche Bank should once again stand for integrity and credibility — for me that objective is not negotiable.” And confusing compliance with reputation #risk management, Chairman Paul Achleitner said “Deutsche was taking ‘extensive legal advice’ on whether former management board members bore ‘personal or collective responsibility’ for misconduct during their period in office.”

Read more from the Financial Times:

Activists Seek to Exploit Misplaced Expectations

C. HUYGENS - Thursday, May 18, 2017
A tsunami of emotionally charged disappointed stakeholders expected: #reputation #risk looks like this.

In a letter to investors earlier this month, explaining why they were opening to new capital, Mr Singer said he believes “that there has never been a larger (and more undeserved) spirit of financial market complacency in our experience”.


Read more from the Financial Times:

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