2013 Wall Street Reputation Study

THE 2013 MAKOVSKY WALL STREET REPUTATION STUDY THE ROAD TO RECOVERY START FINANCIAL CRISIS AND THE GREAT RECESSION MILLIONS OF DOLLARS HAVE BEEN LOST 44% 32% Of FS companies lost at least 5% of business in the last 12 months Haven't measured their losses ESTIMATED REPUTATION RECOVERY TIME 60% Predict it could take another 5 years to recover 25% Say it has already been restored THIS YEAR'S BIGGEST CHALLENGE DIFFERENTIATING YOUR REPUTATION HOW EFFECTIVE ARE COMMUNICATIONS PROGRAMS? Very Effective 56% Think communications programs o are only somewhat effective Somewhat Effective WHAT DAMAGES REPUTATION? 61% 56% Unfavorable public perception Poor crisis management WHAT BUILDS REPUTATIONS? 82% A focus on customer satisfaction (7 1% Financial performance and shareholder value 69% A strong brand HOW TO MAINTAIN A GOOD INTERNAL REPUTATION Employee recognition award programs and managerial communications training help pave a smoother road to recovery FINISH REPUTATION RECOVERY makovsky INTEGRATED COMMUNICATION www.makovsky.com ------ --------