How Incivility Dashes Reputation & Sales

December 18, 2013

How Incivility Dashes Reputation & Sales

Incivility can hurt reputation and harm sales. With the holiday season upon us, we took a deeper look at our research on Civility in America to better understand the connection. No surprise, the research shows that consumers react negatively toward businesses that exhibit incivility. With early reports showing slow sales this holiday season, companies need to ensure that front line representatives are on alert to deal with consumer’s incivility and their own short-temper-ness. It happens. We are human. But consumers don’t want to just take it anymore. They have too many choices. A businesses’ reputations is at severe risk when an interaction is discourteous and disrespectful. Why would anyone go back to a particular store or buy something online when they can’t get a reasonable answer from customer service or are treated poorly? Our survey provides the proof that people turn away from businesses when incivility is out of bounds. They tell their friends and family and the online community quickly takes note. Looking at this research from another angle, just think how ultra-civil behavior can make a difference. If a business is on civility steroids, wouldn’t that make you want to shop there more often and tell friends and family online and off. It could make all the difference between an okay holiday season and an off-the-charts one for some. Plus it could super-charge your company reputation. Just check out these stats below. 

Civility in America 2013: Corporate Reputation Edition, Weber Shandwick

Civility in America 2013: Corporate Reputation Edition, Weber Shandwick

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Leslie Gaines-Ross
Leslie Gaines-Ross
lesliegainesross@gmail.com

As Weber Shandwick’s Chief Reputation Strategist, I focus on the ever changing world of reputation. For the past 25 years, I have relentlessly observed, researched and commented on the rise and fall of reputations.

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