DOCSLIB.ORG

Online Reputation Management

Total Page：16

File Type：pdf, Size：1020Kb

Download full-text PDF Read full-text
Online Reputation Management Copyright of Reputation.com Online Reputation Management This presentation and the information contained within is confidential property of reputation.com and cannot be distributed to a 3rd party without the express written consent of Reputation.com Copyright of Reputation.com About Reputation.com Digital Trends & ORM Programme Introduction – about us Copyright of Reputation.com Undisputed Online Reputation Management Industry Leader • Launched 2006 – 1st in ORM category • Operations in North America, Europe, Asia • HQ in Silicon Valley • 500k business locations across 80+ industries Connected With 150+ Review & Social Media Sites Trusted by Leading brands Copyright of Reputation.com About Reputation.com Digital Trends & ORM Progamme Copyright of Reputation.com Copyright of Reputation.com 2005 2013 Copyright of Reputation.com The World Continues to MoveCopyright Online of Reputation.com INTERNET USERS GLOBALLY 3.5 3.2 2.7 2.3 1.8 1.4 Billions Of Users Of Billions 1.0 0.8 0.5 0.3 0.05 0.12 95 97 99 01 03 05 07 09 11 13 15 16 Source: World Bank 2016 Migration From Traditional Media Continues to Accelerate Internet Accessed Primarily viaCopyright Mobile of Reputation.com DAILY TIME SPENT CONSUMING DIGITAL MEDIA - UK Desktop Mobile 3.0 2.57 2.18 2.4 1.22 1.54 0.53 Hours Per Day Hours 2.22 2.02 2.07 2.11 2.15 2.18 2.2 12 13 14 15 16 17 18 Source: eMarketer 2016 Consumers Aggressively Shifting Usage to Mobile Devices Online Reputation ManagementCopyright Programme of Reputation.com Reviews Surveys Business Social Operational Enterprise Listings Media Insights Reporting ✓ Monitor ✓ Build ✓ Audit ✓ Monitor ✓ Diagnose ✓ CEO & Local ✓ Request ✓ Report ✓ Correct ✓ Publish ✓ Improve ✓ Benchmarks ✓ Respond ✓ Share ✓ Advertise ✓ Share ORM Programme – Phase 1 Copyright of Reputation.com Phase 1 Close the Gap Take control of your online presence and align online reputation with actual customer satisfaction • Audit core business listings • Monitor & respond to 3rd party reviews • Take control of Social Customer Satisfaction Digital Trends - marketing isCopyright becoming of h Reputation.comyper local A Single Brand With Thousands 2,000+ of Locations Coffee Shops Each Location Has a Reputation on 20+ Sites Over 40,000 Resulting in… Points of Presence to Manage Marketing Moving to Thousands of Points of Presence … Requiring Technology ORM Programme – Audit your Copyrightlistings and ofmanage Reputation.com reviews Audit core business listings Copyright of Reputation.com …Across Every Review Site …Every Location Leading Coffee Group Reviews by SourceCopyright – Past of 12 Reputation.com months Is now the leading review platform for restaurants Respond to Reviews Copyright of Reputation.com This is a very familiar trend across the sector Have a review response strategyCopyright of Reputation.com Respond Across All Review Sites Your opinion matters Simple thank you Simple thank you 2 Review Response Templates ORM Programme – Phase 2 Copyright of Reputation.com Phase 1 Phase 2 Close the Gap Raise the Bar Align online reputation with actual Improve by uncovering and addressing customer satisfaction emerging or recurring customer issues • Audit and core business • Correct core business listings listings • Proactively ask for reviews • Monitor & respond to 3rd party • Survey customers early & often reviews • Gain insights to improve • Take control of Social • Respond to feedback with care Customer Satisfaction Google Control iOS and AndroidCopyright Search of Reputation.com Google Paying Apple $3 Billion to be the Default iOS Search Engine ORM Programme – Audit your Copyrightlistings and ofmanage Reputation.com reviews You want to be in the top 3 Influencing reputation factors: • Accuracy of your data • Review star average • Review volume • Review recentness • Responding to reviews Digital Trends: Google LensCopyright of Reputation.com Digital Trends – Social Copyright of Reputation.com 1.7B 1B 1B 500M Each Month Each Month Each Month Each Month All owned by Facebook Digital Trends - On-ramp: SocialCopyright of Reputation.com Correct core business listingsCopyright of Reputation.com Fix Errors in Business Listings to Rank Update Meta Higher Descriptions to Improve Visibility Proactively request review feedbackCopyright of Reputation.com Email SMS Templates Templates Survey customers to gain deeperCopyright insights of Reputation.com Analyse all feedback to operationallyCopyright improve of Reputation.com Look for themes and keyword trends in customer feedback Analyse performance across key operational categories ORM Programme Copyright of Reputation.com Phase 1 Phase 2 Phase 3 Close the Gap Raise the Bar Boost Revenue Empower each location to protect their Align online reputation with actual Improve by uncovering and addressing reputation, beat local competitors, and grow customer satisfaction emerging or recurring customer issues customer loyalty • Monitor & respond to 3rd party • Survey customers early & often reviews • Respond to feedback with care • Audit and core business • Gain insights to improve listings • Take control of Social • Drive improvements from your locations Customer Satisfaction • Grow advocacy and promote stories • Monitor competitors & build loyalty Drive improvements from yourCopyright locations of Reputation.com ▪ Compare locations ▪ Identify performers and laggards by category ▪ Take learnings from the best locations Drive improvements from yourCopyright locations of Reputation.com Don’t complicate things with to many metrics Reviews: Share Copyright of Reputation.com Share Your Reputation on Your Site Surveys: Share Copyright of Reputation.com Show Survey Results on Your Site, this is also great fresh unique content to boost your local SEO Competitor Brand MonitoringCopyright of Reputation.com McDonalds Burger King KFC ▪ Compare against brands nationally ▪ Compare regions ▪ Monitor: review volume, Subway Five Guys Nandos star rating & Reputation Score Monitor competitors Copyright of Reputation.com ▪ Compare local competitors performance Reputation Drives Revenue Copyright of Reputation.com Reputation stands between marketing spend and new customers £ Revenue Ratings Marketing Spend Copyright of Reputation.com Reputation.com [email protected] 0800 066 4781 www.reputation.com.
Load more

Recommended publications
  • Downloaded from Manchesterhive.Com at 10/02/2021 02:28:40AM Via Free Access 70 Go Home?
    3 Immigration and the limits of statistical government Camden Town Hall in North London is a popular venue for weddings and civil ceremonies. In November 2013 it was the venue for the marriage of a Miao Guo, a Chinese national in her twenties and Massimo Ciabattini, an Italian man in his thirties, for which elaborate preparations had been made, including a post-service reception and a hotel room for the night. The ceremony was dramatically inter- rupted by Home Office Immigration Enforcement officers wearing flak jackets and accompanied, oddly enough, by journalists. The couple were pulled apart and taken into separate rooms for questioning. Bridesmaids were also interviewed. This happened because of a tip-off from the registrar, who suspected the marriage was a sham (being undertaken to get a visa), after observing that the couple had had trouble spelling each other’s names. Half an hour of questioning later, and with abundant evidence that the marriage was not a sham, the government officials left and the ceremony was restarted (Hutton, 2013; Weaver, 2013). A Home Office spokesman was reported to comment at the time of this failed raid, ‘it is either the best sham wedding I have ever seen or it is real’ (Hutton, 2013). Journalists had been invited to the raid in the hope that they could write about UK immigration control in a more impressive light than the one that transpired. ‘Performance politics’, as discussed in the previous chapter, requires the state to put on convincing public dis- plays that the ‘audience’ finds compelling. The performance of the border as a space of fear and potential violence has to infiltrate the public sphere, in this case with the help of the local media.
    [Show full text]
  • Corporate Reputation Risk in Relation to the Social Media Landscape
    CORPORATE REPUTATION RISK IN RELATION TO THE SOCIAL MEDIA LANDSCAPE by ANNė LEONARD Submitted in fulfilment of the requirements for the degree PhD in Communication Management in the Faculty of Economic and Management Sciences UNIVERSITY OF PRETORIA PROMOTER: PROF RS RENSBURG MARCH 2018 Dedicated to my parents i Corporate reputation risk in relation to the social media landscape ACKNOWLEDGEMENTS . All glory to Jesus Christ “I know Who goes before me I know Who stands behind The God of angel armies is always by my side The One who reigns forever He is a friend of mine” Chris Tomlin, “Whom shall I fear” . Professor Ronél Rensburg (promoter) Thank you for your wisdom, patience and encouragement. Your career personifies true scholarship - something most of us can only admire. Research participants All organisations and individuals who participated in the study. Transcriptions Samantha Wilson and Venetia Amato, thank you for your professional assistance with a number of transcriptions. Technical editing Samantha Rabie, thank you for patience in helping me put everything into one document and keeping calm when technology worked against us. ii Corporate reputation risk in relation to the social media landscape . Teachers, mentors, colleagues and students along the way “A great teacher has little external history to record. His life goes over into other lives. These men are pillars in the intimate structure of our schools. They are more essential than its stones or beams. And they will continue to be a kindling force and a revealing power in our lives.” From the film “The Emperor’s Club” A number of people who I had the privilege of meeting certainly fit the aforementioned description.
    [Show full text]
  • Redalyc.Social Media Impact on Corporate Reputation: Proposing a New Methodological Approach
    Cuadernos de Información ISSN: 0716-162x [email protected] Pontificia Universidad Católica de Chile Chile MANDELLI, ANDREINA; CANTONI, LORENZO Social media impact on corporate reputation: Proposing a new methodological approach Cuadernos de Información, núm. 27, julio-diciembre, 2010, pp. 61-74 Pontificia Universidad Católica de Chile Santiago, Chile Disponible en: http://www.redalyc.org/articulo.oa?id=97115375007 Cómo citar el artículo Número completo Sistema de Información Científica Más información del artículo Red de Revistas Científicas de América Latina, el Caribe, España y Portugal Página de la revista en redalyc.org Proyecto académico sin fines de lucro, desarrollado bajo la iniciativa de acceso abierto Dossier Comunicación Estratégica SOCIAL MEDIA IMPACT ON CORPORATE REPUTATION: Proposing a new methodological approach Impacto de los medios sociales en la reputación corporativa: Propuesta de un nuevo acercamiento metodológico Social media impact on corporate reputation: Proposing a new methodological61-74) newapproach (p.p.corporate reputation:Proposing a on impact media Social ANDREINA MANDELLI, SDA Bocconi, Milan, Italy, and Università della Svizzera Italiana, Lugano, Switzerland. ([email protected]) / . L LORENZO CANTONI, Università della Svizzera Italiana, Lugano, Switzerland. y CANTONI, y Recibido: 12 / 10 / 2010. Aceptado: 02 / 11 / 2010 , A. , I ABSTraCT RESUMEN LL The aim of this paper is to propose a new theoretical and methodological ap- El propósito de este trabajo es proponer un nuevo enfoque teórico y ande proach to the study of how social media conversations influence corporate metodológico al estudio sobre la forma en que las conversaciones en los M reputation, beyond the current practices based on social media monitoring. medios sociales afectan la reputación corporativa.
    [Show full text]
  • Reputation for Quality
    Econometrica, Vol. 81, No. 6 (November, 2013), 2381–2462 REPUTATION FOR QUALITY BY SIMON BOARD AND MORITZ MEYER-TER-VEHN1 We propose a model of firm reputation in which a firm can invest or disinvest in product quality and the firm’s reputation is defined as the market’s belief about this quality. We analyze the relationship between a firm’s reputation and its investment incentives, and derive implications for reputational dynamics. Reputational incentives depend on the specification of market learning. When con- sumers learn about quality through perfect good news signals, incentives decrease in reputation and there is a unique work–shirk equilibrium with ergodic dynamics. When learning is through perfect bad news signals, incentives increase in reputation and there is a continuum of shirk–work equilibria with path-dependent dynamics. For a class of imperfect Poisson learning processes and low investment costs, we show that there ex- ists a work–shirk equilibrium with ergodic dynamics. For a subclass of these learning processes, any equilibrium must feature working at all low and intermediate levels of reputation and shirking at the top. KEYWORDS: Reputation, monitoring processes, firm dynamics, investment. 1. INTRODUCTION INMOSTINDUSTRIES, firms can invest in the quality of their products through human capital investment, research and development, and organizational change. Often these investments and the resulting quality are imperfectly ob- servable, giving rise to a moral hazard problem. The firm then invests so as to build a reputation for quality, justifying premium prices in the future. This pa- per analyzes the investment incentives in such a market, examining how they depend on the current reputation of the firm and the information structure of market observations.
    [Show full text]
  • Reputation As Information
    Reputation as Information: A Multilevel Approach to Reputation in Organizations DISSERTATION Presented in Partial Fulfillment of the Requirements for the Degree Doctor of Philosophy in the Graduate School of The Ohio State University By Erin Elizabeth Coyne Graduate Program in Labor and Human Resources The Ohio State University 2010 Dissertation Committee: Steffanie L. Wilk, Advisor David B. Greenberger Roy J. Lewicki Copyright by Erin E. Coyne 2010 Abstract Research on reputation has taken a variety of disparate approaches that has created conceptual confusion. This dissertation attempts to disentangle and clarify the reputation construct by elucidating the definition, introducing a theoretical framing, establishing a new level of analysis and investigating interactive effects. A multilevel approach of studying reputation is introduced and serves as a guide for the dissertation in directing the focus on the three main purposes of this study. First, the theoretical foundations of similarity among multiple levels of reputation are established through the development of a “Reputation as Information” framework. Second, a new proximal contextual construct of unit level of reputation is introduced and explored. As such, this study describes the antecedents and outcomes associated with the more proximal level of unit reputation. Third, cross-level effects of the “big fish in the little pond” and the “little fish in the big pond” (personal and unit level reputation) on individual outcomes are investigated. The procedures used to study these issues included gathering organizational data in a field study using employee surveys, supervisor surveys, and obtaining archival information from the company. These data were analyzed using multiple regression, hierarchical linear modeling, and multiple mediation models.
    [Show full text]
  • Managing Your Online Reputation: Best Practices for Mid-Sized Companies
    AMERICAN EXPRESS INSIDE EDGE WHITEPAPERS Managing Your Online Reputation: Best Practices for Mid-sized Companies A report prepared by Corporate Payment Solutions INSIDE EDGE Managing Your Online Reputation: Best Practices for Mid-sized Companies Managing Your Online Reputation: Best Practices for Mid-sized Companies is published by American Express Company. Please direct inquiries to (877) 297-3555. Additional information can be found at: http://corp.americanexpress.com/gcs/payments/ is report was prepared by Federated Media in collaboration with American Express. e report was written by Karen Bannan and edited by Michelle Rafter. Copyright ©2 011 American Express. All rights reserved. No part of this report may be reproduced, stored in a retrieval system, or transmitted in any form, by any means, without written permission. Page 2 | Corporate Payment Solution s | September 2011 INSIDE EDGE Managing Your Online Reputation: Best Practices for Mid-sized Companies Table of Contents Introduction 4 Fig. 1, Corporate Boards’ Risk Management Concerns 4 The Definition of Online Reputation 5 How to Manage Your Online Presence 6 Where Social Media Fits In 7 Fig. 2, Social Media Loyalty 7 How to Protect Your Reputation Online 9 Conclusion 10 Case Study: PrimeGenesis Takes “Authentic” Approach to Grooming an Online Reputation 11 A Stamford, Connecticut, executive onboarding firm uses a variety of tools to promote itself on social networks. Case Study: Clements Worldwide Takes Soft-Sell Approach 12 A Washington D.C. insurance company manages its online reputation by focusing on customer service. Page 3 | Corporate Payment Solution s | September 2011 INSIDE EDGE Managing Your Online Reputation: Best Practices for Mid-sized Companies Introduction In the Internet age, bad news travels fast.
    [Show full text]
  • Interaction-Based Reputation Model in Online Social Networks
    Interaction-based Reputation Model in Online Social Networks Izzat Alsmadi1, Dianxiang Xu2 and Jin-Hee Cho3 1Department of Computer Science, University of New Haven, West Haven, CT, U.S.A. 2Department of Computer Science, Boise State University, Boise, ID, U.S.A. 3US Army Research Laboratory, Adelphi, MD, U.S.A. Keywords: Online Social Networks, Reputation, User Attributes, Privacy, Information Credibility. Abstract: Due to the proliferation of using various online social media, individual users put their privacy at risk by posting and exchanging enormous amounts of messages or activities with other users. This causes a seri- ous concern about leaking private information out to malevolent entities without users’ consent. This work proposes a reputation model in order to achieve efficient and effective privacy preservation in which a user’s reputation score can be used to set the level of privacy and accordingly to determine the level of visibility for all messages or activities posted by the users. We derive a user’s reputation based on both individual and relational characteristics in online social network environments. We demonstrate how the proposed reputation model can be used for automatic privacy assessment and accordingly visibility setting for messages / activities created by a user. 1 INTRODUCTION likes, tags, posts, comments) to calculate the degree of friendship between two entities (Jones et al., 2013). As the use of online social network (OSN) appli- An individual user’s reputation can be determined cations becomes more and more popular than ever, based on a variety of aspects of the user’s attributes. many people share their daily lives by posting stories, One of the important attributes is whether the user comments, videos, and/or pictures, which may ex- feeds quality information such as correct, accurate, pose their private / personal information (Mansfield- or credible information.
    [Show full text]
  • Successful Communications Strategies for Reputation Management
    ASHTON TWEED Successful Communications Strategies for Reputation Management Recently, Business Week highlighted a story on The Corporation reputation of Target it would boost market value by $9.7 billion. with the headline “What Price Reputation? Many savvy Life Sciences companies face unique challenges in managing companies are starting to realize that a good name can be their their reputations. The products marketed by these companies most important asset– and actually boost the stock price.” The have a profound effect upon the health and well-being of patients article reiterates that “more and more (companies) are finding around the globe. The risk/benefit ratios associated with these that the way in which the outside world expects a company to products result in Life Sciences companies being held to a behave and perform can be its most important asset. Indeed, a higher standard. company’s reputation for being able to deliver growth, attract Building, maintaining and protecting reputation is driven top talent, and avoid ethical mishaps can account for much of the by effective communications strategies. This paper will discuss 30%–to–70% gap between the book value of most companies key considerations in building a comprehensive communications and their market capitalizations.” Furthermore, by evaluating the strategy to help manage the public perception of a Life value of perception, the article concludes that if Wal-Mart had the Sciences company. 2 Successful Communications Strategies for Reputation Management www.ashtontweed.com An Effective Furthermore, reaching out to key opinion Elements of the leaders should be an integral part of the Communications communications strategy.
    [Show full text]
  • “Keeping Your Online Reputation in Check”
    “keeping your online reputation in check” Publication of Introduction to Repuation Management Feel Free to Share DFM/Reputation Management 2 What is Reputation Management? You already know what a reputation is; its how people view you. It is how you are perceived. In a sense, it is the summary of how you are viewed by others in the market. When your reputation is damaged, either intentionally or by accident, many of us go to great lengths to take all necessary actions to ensure that our good reputation is preserved. such as relationship management, job performance, and how we typically Personal reputations can be modified and enhanced through activities conduct ourselves. But, what happen when your reputation is affected by something on the web? Feel Free to Share DFM/Reputation Management 3 This is where Reputation Management comes into play. When a reputa- tion is damaged online, it can have profound consequences to businesses and to individuals. Why is this so? Simply because online world doesn’t forget. A negative review, while not technically permanent, can never- theless stay online for a very long time via major search engines such as Google. The good news is that there are methods to manage one’s reputa- tion; either personally, or for a business or organization. Feel Free to Share DFM/Reputation Management 4 Why content lives forever online If it were not for a multi-billion dollar company named Google, Reputation Management wouldn’t be a business. In the past, a reputation could be controlled with articles and by the simple fact that time moves on.
    [Show full text]
  • Glossary of Platform Law and Policy Terms
    This document is a DRAFT for comments, prepared by a working group of the IGF Coalition on Platform Responsibility. Please share your comments on the mailing list of the Coalition or send them via email to luca.belli[at]fgv.br or nicolo.zingales[at]fgv.br Glossary of Platform Law and Policy Terms Developed by the IGF Coalition on Platform Responsibility Status: DRAFT This document is a DRAFT for comments, prepared by a working group of the IGF Coalition on Platform Responsibility, a multistakeholder group under the auspices of the UN Internet Governance Forum. The elaboration process is documented at this link. This document is an official outcome of the IGF Coalition on Platform Responsibility and was elaborated thanks to the contribution of the Coalition’s Glossary Working Group. The members of the working group are: Luca Belli, Vittorio Bertola, Yasmin Curzi de Mendonça, Giovanni De Gregorio, Rossana Ducato, Luã Fergus Oliveira da Cruz, Catalina Goanta, Tamara Gojkovic, Cynthia Khoo, Stefan Kulk, Paddy Leerssen, Laila Neves Lorenzon, Chris Marsden, Enguerrand Marique, Michael Oghia, Courtney Radsch, Konstantinos Stylianou, Rolf H. Weber, Chris Wiersma, Monika Zalnieriute and Nicolo Zingales. 1 This document is a DRAFT for comments, prepared by a working group of the IGF Coalition on Platform Responsibility. Please share your comments on the mailing list of the Coalition or send them via email to luca.belli[at]fgv.br or nicolo.zingales[at]fgv.br 2 This document is a DRAFT for comments, prepared by a working group of the IGF Coalition
    [Show full text]
  • Review & Reputation Management Platforms
    REVIEW & REPUTATION MANAGEMENT PLATFORMS BUYER’S GUIDE 2019 Edition Underwritten, in part by: Buyers guide created in collaboration with TrustYou CONCEPTUALIZATION, DESIGN, DATA AND COPY EDITING: Hotel Tech Report CONTENT & RESEARCH Benjamin Jost Valerie Castillo Katharina Sickora TABLE OF CONTENTS WHAT IS REPUTATION MANAGAMENT SOFTWARE 2 Overview 3 Key benefits and reasons to adopt 4 What hoteliers are saying 6 Recent trends 8 BUYING ADVICE AND RECOMMENDATIONS 11 Critical features 12 Top rated providers by hoteliers (bonus: Side-by-side comparisons) 13 Integrations to consider 17 Key questions to ask vendors during your research 19 HOW MUCH TO BUDGET AND WHAT TO EXPECT 21 Pricing models, budgeting and implementation 22 Key success metrics 23 Success stories, news and articles 25 WHAT IS reputation management software? OVERVIEW Reputation and review management solutions aggregate all forms of guest feedback from across the web to help hoteliers read, respond, and analyze Gthe feedback in an efficient manner. 95% of guests read reviews prior to making a booking decision, and after price, reviews are the most important decision variable when booking a hotel. With reputation and review management solutions, hotels can positively impact the reviews and ratings that travelers are seeing when making a booking decision. Hotel Tech Report | 2019 Reputation Management Software Buyer’s Guide 3 WHAT are THE key benefits OF reputation management software? OVERVIEW 1 2 3 DRIVE DIRECT IMPROVE GUEST INCREASE BOOKINGS SATISFACTION REVENUE Online reviews influences millions Review collection allows hotels to Reputation management of booking decisions on hundreds boost their online review scores creates insights from your of OTAs and meta-search sites, and gather valuable customer reviews that benchmark your while encouraging travelers to insights in order to continuously hotel versus competitors and book directly on your hotel improve the guest experience.
    [Show full text]
  • Competitive Strategy: Week 11 Reputation and Cooperation Why Is
    ' $ Competitive Strategy: Week 11 Reputation and Cooperation Simon Board & % Eco380, Competitive Strategy 1 ' $ Why is Reputation Useful? ² Cooperation between competitors { Prices. { New product design, standards, market development, lobbying, advertising. ² Complementors. { New products. ² Suppliers { Reputation not to hold up suppliers. ² Buyers { Reputation for high quality product ² Entrants { Reputation for toughness to ¯ght entry. & % Eco380, Competitive Strategy 2 ' $ Tacit Cooperation over Prices ² Tacit cooperation { Cooperation without explicit agreements. { Agreements not enforceable by court. ² Key ingredients { Shared interest as basis for cooperation. { Mechanism for punishment. { Mechanism for recovering from mistakes. ² Warning: price ¯xing is illegal! { Cooperation on R&D or advertising is not. & % Eco380, Competitive Strategy 3 ' $ Cases ² American Airlines circa 1990 { After deregulation there were frequent price wars { Interpretation: AA was trying to teaching rivals how to cooperate. { But bankrupt rivals had no interest in playing along. ² 1955 Automobile Price War { 45% more cars were produced in 1955 than 1954 or 1956. ² Joint Executive Committee { Classic railroad cartel from 1880s { Involved in price war 1/3 of the time & % Eco380, Competitive Strategy 4 ' $ Punishment ² Is punishment severe enough to deter defection? { Price war may need to be very long. { AA couldn't punish bankrupt airlines su±ciently. ² Is punishment credible? { Punishment is costly, but must be optimal after defection. { Idea: get punished for not punishing. { Problem: must avoid renegotiation. ² When to punish? { Is deviation deliberate or by mistake? { Threshold rule: market share cannot rise above 20%. { Ambiguous rule: prob of price war rises with market share. & % Eco380, Competitive Strategy 5 ' $ Recovery ² How do you recover from mistakes? ² Could punish for ¯xed time ² Make punishment ¯t the crime { Deeper and longer price war for larger transgression.
    [Show full text]