Examples of Poor Online Reputation Impact:

1. United Airlines (2017):
   • Incident: United Airlines suffered a major blow to its reputation when a video of a passenger being forcibly removed from an overbooked flight went viral.
   • Result: The airline faced significant backlash on social media, leading to a decline in customer loyalty and a temporary drop in stock prices.
   • Lesson: Poor handling of a public relations crisis can lead to massive reputational damage, impacting both consumer trust and financial performance.
2. Chipotle (2015):
   • Incident: Multiple E. coli outbreaks linked to Chipotle's food caused a media firestorm and tarnished the company's reputation for fresh, healthy food.
   • Result: Chipotle's sales dropped by 30%, and they took years to recover. Despite their efforts to reassure the public, it took a long time for customers to trust the brand again.
   • Lesson: Health and safety concerns, coupled with slow crisis management, can severely damage a company's reputation, and recovery can be a lengthy process.

Examples of Great Online Reputation Impact:

1. Zappos:
   • Highlight: Zappos is renowned for its exceptional customer service. Their fast response times, personalized support, and a customer-first philosophy have earned them a stellar online reputation.
   • Result: Loyal customers and positive word-of-mouth have significantly contributed to their growth, allowing Zappos to stand out in a competitive market.
   • Lesson: Investing in customer service and consistently exceeding expectations can significantly bolster online reputation and drive brand loyalty.
2. Tesla:
   • Highlight: Tesla's innovative technology and CEO Elon Musk's active online presence have given the company a highly positive image among its fan base.
   • Result: Despite controversies, Tesla's reputation for innovation, sustainability, and cutting-edge technology continues to drive interest and customer loyalty.
   • Lesson: A strong online presence, driven by consistent innovation and customer engagement, can elevate a brand’s reputation.

‍