--- title: What the financial services industry needs to know about reputation management description: Davia Temin is a highly experienced global reputation strategist. BlueChip spoke with Davia about what the financial services industry needs to know about reputation management. image: https://www.bluechipcommunication.com.au/hubfs/BlueChip_Communication.jpg --- [![Bluechip_Logo](https://cdn2.hubspot.net/hubfs/325503/Bluechip%20Assets/Images/Bluechip_Logo.svg "Bluechip_Logo")](https://www.bluechipcommunication.com.au/) ![Search-9](https://www.bluechipcommunication.com.au/hubfs/BlueChip%20website/Bluechip%20Assets/Images/Search-9.svg "Search-9") ![Close Icon (3)-1](https://www.bluechipcommunication.com.au/hubfs/Bluechip%20Assets/Images/Close%20Icon%20(3)-1.svg "Close Icon (3)-1") This is a search field with an auto-suggest feature attached. - There are no suggestions because the search field is empty. ** ![Close Icon (3)](https://cdn2.hubspot.net/hubfs/325503/Bluechip%20Assets/Images/Close%20Icon%20(3).svg "Close Icon (3)") ##### Knowledge Shared # Insights ##### All Articles ![](https://www.bluechipcommunication.com.au/hubfs/BlueChip%20website/Bluechip%20Assets/Images/down-filled-triangular-arrow.png) - [Financial Services (168)](https://www.bluechipcommunication.com.au/blog/topic/financial-services) - [Public Relations (133)](https://www.bluechipcommunication.com.au/blog/topic/public-relations) - [Marketing (111)](https://www.bluechipcommunication.com.au/blog/topic/marketing) - [Social Media (101)](https://www.bluechipcommunication.com.au/blog/topic/social-media) - [Integrated Marketing (87)](https://www.bluechipcommunication.com.au/blog/topic/integrated-marketing) - [Reputation Management (79)](https://www.bluechipcommunication.com.au/blog/topic/reputation-management) - [Crisis Management (61)](https://www.bluechipcommunication.com.au/blog/topic/crisis-management) - [Growth (46)](https://www.bluechipcommunication.com.au/blog/topic/growth) - [Profile (41)](https://www.bluechipcommunication.com.au/blog/topic/profile) - [COVID-19 (40)](https://www.bluechipcommunication.com.au/blog/topic/covid-19) - [Protect (14)](https://www.bluechipcommunication.com.au/blog/topic/protect) - [BC Team (9)](https://www.bluechipcommunication.com.au/blog/topic/bc-team) - [Blog (7)](https://www.bluechipcommunication.com.au/blog/topic/blog) - [Leadership communication (6)](https://www.bluechipcommunication.com.au/blog/topic/leadership-communication) - [Cyber Security (3)](https://www.bluechipcommunication.com.au/blog/topic/cyber-security) - [Client In The News (2)](https://www.bluechipcommunication.com.au/blog/topic/client-in-the-news) [Client In The News](https://www.bluechipcommunication.com.au/blog/topic/client-in-the-news) ### [Melos Sulicich shares SME success tips on Money News’ “Let’s Talk Business”](https://www.bluechipcommunication.com.au/blog/melos-sulicich-shares-sme-success-tips-on-money-news-lets-talk-business) Melos Sulicich, CEO of Bank of Sydney was interviewed by 2GB’s Money News "Let's Talk Business" segment with Scott Haywood. He shared tips for family-run businesses to make sure ev... [Client In The News](https://www.bluechipcommunication.com.au/blog/topic/client-in-the-news) ### [Target hostile countries, not us, drug giant CSL tells Trump](https://www.bluechipcommunication.com.au/blog/target-hostile-countries-not-us-drug-giant-csl-tells-trump) This is an extract from an article written by Michael Smith and Jessica Gardner in The Australian Financial Review. Published on the 10th July 2025. “It is weighing on the share pr... - ##### [Reputation Management](https://www.bluechipcommunication.com.au/blog/topic/reputation-management) - ##### [Financial Services](https://www.bluechipcommunication.com.au/blog/topic/financial-services) ## [What the financial services industry needs to know about reputation management](https://www.bluechipcommunication.com.au/blog/what-the-financial-services-industry-needs-to-know-about-reputation-management) ###### By The BlueChip Team ###### 01 Oct 2012 [Social Media](https://www.bluechipcommunication.com.au/blog/topic/social-media) [Financial Services](https://www.bluechipcommunication.com.au/blog/topic/financial-services) [Growth](https://www.bluechipcommunication.com.au/blog/topic/growth) ##### [Reaching High Net Worth Individuals Through Social Media Marketing in 2025](https://www.bluechipcommunication.com.au/blog/how-target-high-net-worth-individuals-social-media) [Public Relations](https://www.bluechipcommunication.com.au/blog/topic/public-relations) [Reputation Management](https://www.bluechipcommunication.com.au/blog/topic/reputation-management) [Crisis Management](https://www.bluechipcommunication.com.au/blog/topic/crisis-management) ##### [The Science of Crisis Communication: Proactive and Reactive Strategies](https://www.bluechipcommunication.com.au/blog/proactive-and-reactive-crisis-communication-strategies) [Profile](https://www.bluechipcommunication.com.au/blog/topic/profile) ##### [Affluence. Effluence. Influence. Do you know the difference?](https://www.bluechipcommunication.com.au/blog/affluence-effluence-influence-do-you-know-the-difference/) [Public Relations](https://www.bluechipcommunication.com.au/blog/topic/public-relations) [Reputation Management](https://www.bluechipcommunication.com.au/blog/topic/reputation-management) [Crisis Management](https://www.bluechipcommunication.com.au/blog/topic/crisis-management) ##### [Introduction to Crisis Communication](https://www.bluechipcommunication.com.au/blog/introduction-to-crisis-communication) # Insights. [Back to all articles](https://www.bluechipcommunication.com.au/blog) - Share - [![](https://www.bluechipcommunication.com.au/hubfs/Bluechip%20Assets/Images/facebook.svg) ](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.bluechipcommunication.com.au%2Fblog%2Fwhat-the-financial-services-industry-needs-to-know-about-reputation-management) - [![](https://www.bluechipcommunication.com.au/hubfs/Bluechip%20Assets/Images/linked%20in.svg) ](http://www.linkedin.com/shareArticle?mini=true&url=https://www.bluechipcommunication.com.au/blog/what-the-financial-services-industry-needs-to-know-about-reputation-management) - [![](https://www.bluechipcommunication.com.au/hubfs/Bluechip%20Assets/Images/twitter-1.svg) ](https://www.twitter.com/share?url=https%3A%2F%2Fwww.bluechipcommunication.com.au%2Fblog%2Fwhat-the-financial-services-industry-needs-to-know-about-reputation-management) ![BlueChip_Communication.jpg](https://www.bluechipcommunication.com.au/hs-fs/hubfs/BlueChip_Communication.jpg?width=640&name=BlueChip_Communication.jpg "BlueChip_Communication.jpg") Davia Temin is a highly experienced global reputation strategist.  As CEO of Temin and Company, she’s responsible for creating, enhancing and saving reputations for major corporations, institutions, products, and individuals.  BlueChip spoke with Davia about what the financial services industry needs to know about reputation management. **1.       What’s your definition of ‘reputation management’? ** Reputation management is the strategic definition and tactical iteration, support, monitoring and correction of an individual’s or an organisation’s public persona. We all have an individual reputation, among our friends, family, co-workers, bosses, industry peers, and sometimes with the press and general public. And companies have reputations with all their primary stakeholders. Those reputations can be true and authentic; they can resonate with one’s own aspirations and actions.  Or they can be way off base.  The task of reputation management is to first determine what the most positive, compelling, desirable and truthful positioning a company or individual can adopt, and then find ways to intelligently, tirelessly, and effectively communicate that reputation to all key constituencies. **2.       When it comes to reputation management what is the biggest ‘do’?    ** Whatever reputation one seeks to put forth, one must make sure that it is put forth consistently, continually, and authentically.  You cannot pretend to be something you are not. For example, a company that is totally bottom-line driven, and where individual workers are seen as replaceable, cannot pretend to put employees first.  Should they seek to put forth that reputation, they will fail.  However, they can put forth a reputation of being laser-focused on enhancing shareholder value.  That will be resonant, and sustainable. So, the biggest “do” is make sure to live your brand, live your reputation, with every action you take. Whether it is difficult or easy, make sure to stay true to your brand promise. **3.       The biggest ‘don’t’? ** Don’t act at variance with your reputation or brand. And certainly do not seek to be something that you are not. Years ago, Citicorp wanted to put on an ad campaign that said, basically, “Our Tellers Love Customers.”  The problem was, during lunch hours, the bank teller lines were atrocious.  If someone wanted to do their banking at lunch, they would have to spend their entire lunch hour in line!  So, Citicorp very wisely decided, 9 months before they mounted the campaign, to completely revamp their teller system.  Tellers could not take their own lunches during customer lunch times…and the lines were reduced to five minutes.  Then, when customers had already “felt the love”, Citicorp could start its campaign that “Tellers Love Customers”.  By that time it was believable, because it was true. **4.       What is the worst reputation management fail you’ve seen? ** The abrogation of public trust in a crisis, by a company that has a trustworthy reputation, is the worst thing possible.  Take, for example, TEPCO, the owners of the Japanese nuclear plant Fukushima, that went critical after the Tsunami and earthquake of 2011. TEPCO had a very solid reputation as a trustworthy manager of the reactors.  But, when the reactors breached, and spilled out radioactive material after the tsunami, TEPCO lied. They denied anything had happened.  And because people believed them, lives were lost or compromised.  This is unforgiveable, in the reputational field. TEPCO lost credibility, lost trust, and clearly lost their reputation, for the long haul. **5.       Do you think the concept of ‘reputation management’ has changed since the advent of social media? If so, what has been the primary change?** Absolutely. Today, reputations are made and broken in the blink of an electron.  News circles the globe in nanoseconds, provoking worldwide comment in real time.  And, the news is often indelible, remaining discoverable on the web forever.  In addition, the social media audience is a more cynical, vocal, and often rude one, that sometimes sees destroying reputations as a high sport. That is a dangerous social media three-fer, unless one watches every word one says, and every action one takes…and almost no organisation or individual can do that 100% of the time, flawlessly. **6.       What is the best advice you’ve ever received about protecting reputation? ** This is the advice I give my clients: In a crisis, tell the public as much as you can – strategically – as soon as you can, and keep on communicating, even over-communicating at every opportunity.  No one ever lost their reputation by communicating too frequently.  And as long as you stay strategic, smart and on-point, and make sure that those who you are telling are trustworthy, your reputation will only benefit.  Proactivity that is resonant and true is a powerful reputation protector. *In addition to running her own business, Davia also writes a Forbes.com column called [Reputation Matters](http://blogs.forbes.com/daviatemin) and is a contributor to [The Huffington Post](http://www.huffingtonpost.com/davia-temin) and [The American Banker](http://www.americanbanker.com/bankthink). * [![New call-to-action](https://hubspot-no-cache-ap1-prod.s3.amazonaws.com/cta/default/537730/431002e3-250a-4808-8e24-851fccc589ac.png)](https://hubspot-cta-redirect-ap1-prod.s3.amazonaws.com/cta/redirect/537730/431002e3-250a-4808-8e24-851fccc589ac) [![how to drive your fame agenda](https://hubspot-no-cache-ap1-prod.s3.amazonaws.com/cta/default/537730/353fa2e0-53b3-407b-b7b3-d03aa771c86d.png)](https://hubspot-cta-redirect-ap1-prod.s3.amazonaws.com/cta/redirect/537730/353fa2e0-53b3-407b-b7b3-d03aa771c86d) ## Related Posts [Reputation Management](https://www.bluechipcommunication.com.au/blog/topic/reputation-management) [Financial Services](https://www.bluechipcommunication.com.au/blog/topic/financial-services) [Crisis Management](https://www.bluechipcommunication.com.au/blog/topic/crisis-management) [Protect](https://www.bluechipcommunication.com.au/blog/topic/protect) [Cyber Security](https://www.bluechipcommunication.com.au/blog/topic/cyber-security) [Leadership communication](https://www.bluechipcommunication.com.au/blog/topic/leadership-communication) ###### 03 July 2025 #### [Your Q2 Risk Radar: Crisis signals from ASIC, APRA and the Australian media](https://www.bluechipcommunication.com.au/blog/the-risk-radar-q2-2025) [Reputation Management](https://www.bluechipcommunication.com.au/blog/topic/reputation-management) [Financial Services](https://www.bluechipcommunication.com.au/blog/topic/financial-services) [Crisis Management](https://www.bluechipcommunication.com.au/blog/topic/crisis-management) [Protect](https://www.bluechipcommunication.com.au/blog/topic/protect) [Leadership communication](https://www.bluechipcommunication.com.au/blog/topic/leadership-communication) ###### 06 February 2025 #### [Addressing Geopolitical Risks In Your Corporate Communications: The 2025 Guide](https://www.bluechipcommunication.com.au/blog/geopolitical-risks-in-pr-and-corporate-communications) [Public Relations](https://www.bluechipcommunication.com.au/blog/topic/public-relations) [Reputation Management](https://www.bluechipcommunication.com.au/blog/topic/reputation-management) [Crisis Management](https://www.bluechipcommunication.com.au/blog/topic/crisis-management) ###### 14 May 2024 #### [The Science of Crisis Communication: Proactive and Reactive Strategies](https://www.bluechipcommunication.com.au/blog/proactive-and-reactive-crisis-communication-strategies) [Public Relations](https://www.bluechipcommunication.com.au/blog/topic/public-relations) [Reputation Management](https://www.bluechipcommunication.com.au/blog/topic/reputation-management) [Financial Services](https://www.bluechipcommunication.com.au/blog/topic/financial-services) [Protect](https://www.bluechipcommunication.com.au/blog/topic/protect) ###### 10 April 2024 #### [Navigating Regulatory Waters: Friend or Food? How To Stay Ahead in Financial Services](https://www.bluechipcommunication.com.au/blog/navigating-regulatory-changes-financial-services) [Public Relations](https://www.bluechipcommunication.com.au/blog/topic/public-relations) [Reputation Management](https://www.bluechipcommunication.com.au/blog/topic/reputation-management) [Crisis Management](https://www.bluechipcommunication.com.au/blog/topic/crisis-management) ###### 07 March 2024 #### [Introduction to Crisis Communication](https://www.bluechipcommunication.com.au/blog/introduction-to-crisis-communication) [Reputation Management](https://www.bluechipcommunication.com.au/blog/topic/reputation-management) [Crisis Management](https://www.bluechipcommunication.com.au/blog/topic/crisis-management) [Protect](https://www.bluechipcommunication.com.au/blog/topic/protect) [Blog](https://www.bluechipcommunication.com.au/blog/topic/blog) [Leadership communication](https://www.bluechipcommunication.com.au/blog/topic/leadership-communication) ###### 24 January 2024 #### [Rebuilding a damaged reputation: A roadmap to redemption](https://www.bluechipcommunication.com.au/blog/rebuilding-a-damaged-reputation) ## Stay up to date ### Marketing insights you’ll want to read. Sign up for our newsletter ## Stay up to date ### Marketing insights you’ll want to read. Sign up for our newsletter ### Other Topics - [Financial Services (168)](https://www.bluechipcommunication.com.au/blog/topic/financial-services) - [Public Relations (133)](https://www.bluechipcommunication.com.au/blog/topic/public-relations) - [Marketing (111)](https://www.bluechipcommunication.com.au/blog/topic/marketing) - [Social Media (101)](https://www.bluechipcommunication.com.au/blog/topic/social-media) - [Integrated Marketing (87)](https://www.bluechipcommunication.com.au/blog/topic/integrated-marketing) - [Reputation Management (79)](https://www.bluechipcommunication.com.au/blog/topic/reputation-management) - [Crisis Management (61)](https://www.bluechipcommunication.com.au/blog/topic/crisis-management) - [Growth (46)](https://www.bluechipcommunication.com.au/blog/topic/growth) - [Profile (41)](https://www.bluechipcommunication.com.au/blog/topic/profile) - [COVID-19 (40)](https://www.bluechipcommunication.com.au/blog/topic/covid-19) - [Protect (14)](https://www.bluechipcommunication.com.au/blog/topic/protect) - [BC Team (9)](https://www.bluechipcommunication.com.au/blog/topic/bc-team) - [Blog (7)](https://www.bluechipcommunication.com.au/blog/topic/blog) - [Leadership communication (6)](https://www.bluechipcommunication.com.au/blog/topic/leadership-communication) - [Cyber Security (3)](https://www.bluechipcommunication.com.au/blog/topic/cyber-security) - [Client In The News (2)](https://www.bluechipcommunication.com.au/blog/topic/client-in-the-news) ![Logo white](https://cdn2.hubspot.net/hubfs/325503/Bluechip%20Assets/Images/Logo%20white.svg "Logo white") #### Strategy-led PR and marketing for financial services Level 2, 50 Bridge Street TWP, Quay Quarter Tower Sydney NSW 2000 [(02) 9018 8600](tel:%200290188600) [![Get in touch](https://hubspot-no-cache-ap1-prod.s3.amazonaws.com/cta/default/537730/13bb9d57-6822-4724-8734-d9ae781694e1.png)](https://hubspot-cta-redirect-ap1-prod.s3.amazonaws.com/cta/redirect/537730/13bb9d57-6822-4724-8734-d9ae781694e1) [askus@bluechipcommunication.com.au](mailto:askus@bluechipcommunication.com.au) #### Connect with us - [![Facebook](https://www.bluechipcommunication.com.au/hubfs/Bluechip%20Assets/Images/facebook-17.svg)](https://www.facebook.com/BlueChipComm) - [![LinkedIn](https://www.bluechipcommunication.com.au/hubfs/Bluechip%20Assets/Images/linked%20in-17.svg)](https://www.linkedin.com/company/bluechip-communication/) ![](https://px.ads.linkedin.com/collect/?pid=2026306&fmt=gif)