Implications of Reputation: How Intangibles Can Drive Performance and Build Strategic Advantage

“No man is rich enough to buy back his past.” Oscar Wilde (1854–1900)

Thomas Martin ITT Industries Arthur W. Page Society President

Implications of Reputation: How Intangibles Can Drive Performance and Build Strategic Advantage

“Opinion is ultimately determined by the feelings, and not by the intellect.” Herbert Spencer (1820–1903)

Bill Margaritis FedEx Corporation Conference Chairman

Lateral View of the Left Cerebral Hemisphere Frontal Lobe  Planning  Attention  Memory Parietal Lobe (Integration ) Occipital Lobe (Visual Processing ) Temporal Lobe (Auditory Processing )

vision and leadership products and services emotional appeal social responsibility workplace environment financial performance prunes!

grapes! prunes!

vision and leadership products and services emotional appeal social responsibility workplace environment financial performance

vision and leadership products and services social responsibility workplace environment Supports Good Causes Environment Community Responsibility Supports Good Causes Environment Community Responsibility emotional appeal financial performance Admire Trust Feel Good About Admire Trust Feel Good About Quality Innovation Value Quality Innovation Value Well Managed Good Place to Work Good Employees Well Managed Good Place to Work Good Employees Outperforms Competitors Record of Profitability Growth Prospects Outperforms Competitors Record of Profitability Growth Prospects Market Opportunities Excellent Leadership Clear Vision Market Opportunities Excellent Leadership Clear Vision reputation Key Reputation Drivers and Attributes

vision and leadership products and services social responsibility workplace environment emotional appeal financial performance Brand Personality Identifying Attributes Perceived Value Heritage reputation Reputation and Brand Attributes Emotional Benefits Symbols Perceived Quality Functional Benefits

Implications of Reputation: How Intangibles Can Drive Performance and Build Strategic Advantage