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托福阅读素材之品牌声誉经营

2015-01-15 17:49:23来源：网络

says Patrick Barwise, a professor of marketing at London Business School and chairman of Which?, the consumer organisation. Successful reputations, he says, are built on customer experience. Those companies that have built strong global brands, such as Apple and Procter & Gamble, have done so by first creating a strong customer promise and then delivering on that promise consistently.

　　在其他一些案例中，企业忘记了诠释其品牌的核心价值观。“品牌就是顾客心目中的态度和认知，”伦敦商学院(LBS)营销学教授、消费者组织Which的主席帕特里克•巴韦斯(Patrick Barwise)表示。他说，成功的声誉建立在顾客的体验上。打造了知名国际品牌的公司，如苹果(Apple)和宝洁(P&G)，都是先对顾客做出强有力的承诺，接着不间断地履行这个承诺，才取得成功。

　　Other companies start out well and then lose their way. Café chain Starbucks was a very powerful and successful brand in North America, in part because it became very good at delivering what customers wanted. But somewhere along the way, says Prof Deshpandé, hubris set in. "It was so focused on growth by opening new stores that it lost touch with its core customers," he says. As a result in some markets, such as the UK, Starbucks has seen its image and reputation decline.

　　还有一些企业开头不错，但后来迷失了方向。连锁咖啡店星巴克(Starbucks)曾是北美地区一个非常强大和成功的品牌，部分原因就在于它非常善于满足客户需求。但在发展过程中，德什潘德表示，傲慢不知不觉地滋生了。“它过于重视发展壮大，不断开设新店，以至于失去了与核心顾客的联系，”他表示。结果在英国等部分市场，星巴克的形象和声誉都直线下落。

　　Prof Deshpandé adds that most companies make a big mistake by relegating brand management issues to the marketing department.

　　德什潘德补充表示，大多数公司都犯了个大错：把品牌管理事务托付给了营销部门。

　　Martin Roll, chief executive of brand consultancy VentureRepublic, agrees. Many companies, he says, think of brands only in terms of advertising and positioning. "Most companies do not put brands at the heart of their strategy," he says.

　　品牌咨询公司VentureRepublic首席执行官马丁•罗尔(Martin Roll)对此表示赞同。他说，许多公司只是从广告和定位的角度去考虑品牌。“大多数公司没有把品牌作为战略的核心。”

　　Another challenge for companies is how to manage their reputations as their operations become more global. It was easier for Google, for example, to adhere to its motto when it operated in open markets such as the US and western Europe but in a more controlled economy, such as China, this proved more tricky.

　　企业面临的另一个挑战是，在业务进一步全球化之时，如何管理品牌声誉。例

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