How do you manage your corporate reputation? That’s a complicated question in the age of social communication in which customer experiences both good and bad are often immediately shared with the world.
But it was an issue tackled head-on by a panel of distinguished Oklahoma business leaders Thursday at the Sharing of Best Practices conference at the Devon Energy Center.
Developed by the Oklahoma Quality Foundation, more than 200 of the state’s top level business executives filled the Vast conference center on the 50th floor of the Devon tower in downtown Oklahoma City.
The breakout session on Managing Your Corporate reputation was facilitated by Oklahoma Commerce Secretary Dave Lopez, who led a discussion on the subject by senior executives from Coppermark Bank, INTEGRIS Health, A Good Egg Dining Group, QuikTrip Corp., and the Oklahoma Energy Resources Board.
Simultaneously in a room next door, Pete Winemiller, Senior VP for Guest Relations with the Oklahoma City Thunder, demonstrated for another breakout session audience how the NBA team created an award winning atmosphere in which its employees CLICK with their guests. As you might guess, CLICK is an acronym for: Communicate Courteously, Listen to Learn, Initiate Immediately, Create Connections and Know Your Stuff.
By the end of the 45-minute session, audience members were sharing their own ways to CLICK with customers. It fit nicely with the theme of the conference.
Highlight of the day-long event was a luncheon in which Gov. Mary Fallin presented the 2012 Oklahoma Quality Awards to INTEGRIS Health, OU Medicine, both from Oklahoma City, and Tulsa’s Video Gaming Technologies, Inc.
Lt. Gen. Bruce Litchfield, Commander of the Air Force Sustainment Center at Tinker Air Force Base, served as keynote speaker.
Terry May, CEO of Tulsa-based MESA, served as emcee for the opening general session and also as a speaker in afternoon breakout sessions on navigating the Malcolm Baldrige Awards processes. MESA was recently named a 2012 Baldrige National Quality Awards winner, making it a two-time winner of the prestigious award. MESA won its first Baldrige award in 2006, when it was also an Oklahoma Quality Awards winner.
What struck me about the conference was the high level of interest among this group of senior level executives in how their peers handled topics that impact their businesses every day. Topics like creating a corporate culture, generating customer loyalty, retaining the best talent and, yes, managing their corporate reputation.
It was truly a sharing of best practices for Oklahoma business leaders.