Reputation under siege
Leigh Harris
Convergence clients and colleagues came together in Auckland recently for a thought-provoking conversation about an issue that increasingly shapes business performance and reputation.
We all know reputation can take years to build and about five minutes to wobble but what’s changed is the number of forces shaping what people think about an organisation, and the speed at which they do it.
Partners Rick Osborne and Lisa-Marie Richan, together with consultant Marie Hosking, hosted a presentation featuring Oliver Freedman, Executive Partner at global reputation intelligence and measurement company RepTrak. Oliver delivered a fascinating session titled “Reputations under siege – AI narratives and the cost-of-living crunch collide”, drawing on the latest data and insights RepTrak’s gleaned from its operations across more than 60 countries.
The discussion was a timely reminder that reputation is no longer simply a communications issue. It is increasingly a leadership, risk and commercial performance issue. A few themes stood out:
- AI is changing how reputation is formed. While AI may not be a stakeholder in the traditional sense, it increasingly influences what people see, believe and ultimately decide.
- Reputation is a powerful differentiator. When product, price and convenience are broadly equal, reputation can be what sets an organisation apart – and AI is helping shape how that reputation is perceived.
- What organisations do matters as much as what they say. The pathways to trust, admiration and respect remain grounded in capability, conduct and positive impact on New Zealand.
- Expectations of business leadership are rising. Cost-of-living pressures mean customers, employees, investors and communities are looking closely at how organisations behave, the choices they make and the contribution they make to society.
- Reputation has real commercial value. It can influence customer preference, employee attraction and retention, investor confidence and, ultimately, an organisation’s licence to grow.
Big thanks to the team at our client Arup for hosting us, and to Simon Bridges, CEO of Auckland Business Chamber, for helping support a stimulating and enjoyable morning.
