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Industry News    Reputation Management    Mark Ritson on branding: BAA image problem is...

Mark Ritson on branding: BAA image problem is self-inflicted


Internet - Moreover - Calibre Macro World - Monday August 20th, 2007


If you surveyed all your customers on a five-point scale, how many of you would achieve a four average? So what is at the heart of BAA's troubles? First, BAA has significantly underestimated the importance of reputation management over the past 12 months. Baggage strikes and terrorist threats have combined to create a number of negative consumer experiences and critical media coverage.

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