When the Competition Commission announced an inquiry into the store card market GE Money came under intense scrutiny from its customers and external stakeholders. The organisation faced challenges about its sales processes, levels of interest rates and fairness towards its customers.
As the investigation unfolded it was clear that more effort needed to be put into managing reputational risk – something that to date had been handled at a global rather than local level.
We undertook a detailed research and benchmarking exercise to understand what stakeholders felt about the organisation – in particular who were its supporters and detractors. Armed with this information we then developed and led an engagement strategy across Government, NGO’s, consumer groups and policy institutions to manage the reputation of the organisation during and post the Competition Commission’s investigation.