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Reputation Risk

Employee turnover creates tremendous risk—resources are lost in recruitment and training, productivity lags with insufficient staffing, intellectual property can be exposed, and no company wants to get a reputation as a place where no one can stay very long. Further, the implications for workers comp, lawsuits and insurance extended to employees can cause headaches long [...]

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On Feb. 5, CVS Caremark Chief Executive Larry Merlo said, “We’ve come to the decision that cigarettes have no place in an environment where healthcare is being delivered.” The company, he announced, will remove all cigarette and tobacco products from its 7,600 pharmacies nationwide by Oct. 1. The move is expensive, with up to $2 [...]

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Last month, the American Customer Satisfaction Index released its latest figures for 190 major brands across all industries. The finance and insurance industries got some good news: satisfaction increased across the sector in 2013. But a careful look at some of the “worst” companies in the survey reveals a trend that may call into question [...]

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A small documentary released this summer has created a reputational riptide for SeaWorld. Blackfish, directed by Gabriela Cowperthwaite, combines park footage and interviews with trainers and scientists to explore the impact of keeping killer whales for entertainment – and, ultimately, examines the possible factors that led one such whale to kill three people in captivity. [...]

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