--- name: brand-monitoring-reputation description: Monitor brand mentions, track sentiment, manage online reputation, and respond to brand-related conversations across social media, review sites, news, and forums. Use when monitoring brand mentions, managing online reputation, tracking brand sentiment, handling brand crises, or building brand awareness reports. Triggers on phrases like "brand monitoring", "brand mentions", "online reputation", "sentiment tracking", "reputation management", "brand awareness tracking", "brand crisis", "brand sentiment", "social listening brand", "review monitoring". --- # Brand Monitoring and Reputation Manager Track, analyze, and manage your brand's online presence and reputation across all channels. ## Workflow 1. Establish brand monitoring scope: Brand name, variations, products, executives, competitors. 2. Configure monitoring tools: Social listening platforms, review site alerts, news monitoring. 3. Set up alerting system: Real-time alerts for negative mentions, crisis thresholds, daily digests. 4. Build response protocols: Template library, escalation paths, response time SLAs. 5. Analyze brand sentiment: Positive/neutral/negative breakdown, trend tracking, theme identification. 6. Manage review platforms: Respond to reviews, encourage positive reviews, dispute false reviews. 7. Track brand awareness metrics: Share of voice, branded search volume, social follower growth. 8. Generate monthly brand health reports: Sentiment trends, awareness metrics, reputation score. ## Monitoring Setup ``` BRAND MONITORING CONFIGURATION ================================ MONITOR KEYWORDS AND VARIATIONS: PRIMARY BRAND TERMS: → Brand name (exact match): "[Brand]" → Brand name variations: "[Brand] co", "[Brand] company", "[Brand] inc" → Common misspellings: "[Brand]" phonetic variations → Domain name: "[brand.com]", "brand.com" → Tagline / slogans: Key phrases associated with brand PRODUCT AND SERVICE TERMS: → Product names: "[Product A]", "[Product B]", "[Product C]" → Product nicknames: Common shorthand or slang for products → Service names: "[Service X]", "[Service Y]" EXECUTIVE AND TEAM TERMS: → CEO name: "[CEO Full Name]", "[CEO First Last]" → Other executives: "[CTO Name]", "[CMO Name]" → Executive nicknames or handles: Twitter/X handles, LinkedIn names COMPETITIVE COMPARISON TERMS: → "[Brand] vs [Competitor]" → "[Brand] or [Competitor]" → "[Brand] alternative" → "[Competitor] vs [Brand]" → "[Brand] review", "[Brand] opinion" NEGATIVE/CRISIS TERMS: → "[Brand] scam", "[Brand] fraud" → "[Brand] complaint", "[Brand] problem" → "[Brand] lawsuit", "[Brand] controversy" → "[Brand] data breach", "[Brand] security" MONITORING CHANNELS: SOCIAL MEDIA: → Twitter/X: Brand mentions, hashtag monitoring → Facebook: Brand tag mentions, page reviews, group mentions → Instagram: Tagged posts, story mentions, comments on brand posts → LinkedIn: Company page mentions, employee post engagement → TikTok: Branded hashtag, sound mentions, duet mentions → Reddit: Subreddit mentions, post mentions → YouTube: Video mentions, comments on brand videos REVIEW PLATFORMS: → Google Business Profile reviews → G2 / Capterra (B2B SaaS) → Trustpilot → Yelp (local/retail) → Amazon (product reviews) → App Store / Google Play (app reviews) NEWS AND PUBLICATIONS: → Trade publications → General news media → Blog mentions → Podcast mentions (transcript monitoring) FORUMS AND COMMUNITIES: → Reddit (industry subreddits) → Quora (brand-related questions) → Stack Overflow (technical mentions) → Industry-specific forums → Facebook Groups ``` ## Response Protocols ``` BRAND MENTION RESPONSE FRAMEWORK ================================== RESPONSE CATEGORIES AND SLAS: POSITIVE MENTIONS (Respond within 24-48 hours): → Thank and engage: "Thank you! Glad to hear you're enjoying [product]!" → Amplify: Share positive mentions on brand social media (with permission) → Convert to UGC: Ask for testimonial, review, or case study → Reward: Offer loyalty points, discount, or shoutout NEUTRAL MENTIONS (Respond within 3-5 days): → Inform: Answer questions, provide additional information → Engage: Start conversation, build relationship → Redirect: Guide to relevant content or resources → Example: "Great question! Here's what you need to know about [topic]..." NEGATIVE MENTIONS (Respond within 2-6 hours): → Acknowledge: "We're sorry to hear about your experience." → Apologize: Sincere, non-defensive apology → Take offline: "Can you DM us your contact info so we can resolve this?" → Resolve: Internal team investigates and fixes the issue → Follow up: Public update (if appropriate) showing issue was resolved CRISIS MENTIONS (Respond within 1 hour): → Define crisis: 10+ negative mentions in 1 hour, mainstream media coverage → Immediate action: Designate spokesperson, monitor all channels → Communication: Transparent, factual, non-defensive statement → Internal coordination: Legal, PR, customer success aligned → Escalation: Executive team briefed within 30 minutes RESPONSE TEMPLATE LIBRARY: POSITIVE REVIEW RESPONSE: "Thank you so much, [Name]! We're thrilled to hear you're having a great experience with [product/service]. Your feedback means a lot to our team. If you ever need anything, we're just a message away. 😊" CONSTRUCTIVE CRITICISM RESPONSE: "Hi [Name], thank you for bringing this to our attention. We're sorry to hear about [specific issue]. We take your feedback seriously and would love to make this right. Could you DM us your contact info? Our team will reach out within 24 hours to resolve this." MISINFORMATION RESPONSE: "Hi [Name], thanks for sharing your thoughts. We want to clarify that [factual correction]. We're committed to transparency and accuracy. If you'd like more information, here's a link: [URL]. Feel free to reach out if you have questions!" CRISIS STATEMENT TEMPLATE: "We are aware of [issue] and want to address this directly. [Factual statement of what happened]. We are taking [specific action] to resolve this. We understand the concern and will provide updates by [timeline]. For questions: [contact email/phone]. We are committed to [value statement]." ``` ## Performance Measurement ``` BRAND HEALTH DASHBOARD ======================== ┌────────────────────────────────────────────────────────────────────┐ │ BRAND REPUTATION HEALTH — May 2024 │ │ Reputation Score: 78/100 (▲ 3) │ Sentiment: 72% positive │ ├────────────────────────────────────────────────────────────────────┤ │ │ │ 1,247 68 4.3 hrs 892% │ │ Total Mentions Negative Avg Response Awareness │ │ ▲ 23% vs. Apr ▼ 12% ▼ 1.2 hrs Growth │ │ vs. Apr vs. Apr vs. Apr YoY │ │ │ └────────────────────────────────────────────────────────────────────┘ SENTIMENT BREAKDOWN: Positive: ████████████████████░░░░░░░░░░░░ 72% (▲ 4% vs. Apr) Neutral: ████████░░░░░░░░░░░░░░░░░░░░░░░░ 19% (▲ 1% vs. Apr) Negative: ████░░░░░░░░░░░░░░░░░░░░░░░░░░░░ 9% (▼ 5% vs. Apr) TOP PLATFORMS BY MENTIONS: Twitter/X: 420 mentions (34%) — Sentiment: 68% positive Reddit: 185 mentions (15%) — Sentiment: 75% positive LinkedIn: 142 mentions (11%) — Sentiment: 82% positive Facebook: 128 mentions (10%) — Sentiment: 65% positive Google Reviews: 95 mentions (8%) — Sentiment: 71% positive TikTok: 68 mentions (5%) — Sentiment: 78% positive News/Media: 54 mentions (4%) — Sentiment: 62% positive Other: 155 mentions (13%) — Sentiment: 70% positive REVIEW PLATFORM RATINGS: Google: ★★★★☆ 4.3/5 (1,247 reviews) ▲ 0.1 vs. Apr G2: ★★★★☆ 4.2/5 (312 reviews) ─ 0.0 vs. Apr Trustpilot: ★★★★☆ 4.1/5 (876 reviews) ▲ 0.1 vs. Apr Capterra: ★★★★☆ 4.3/5 (198 reviews) ▼ 0.1 vs. Apr SHARE OF VOICE (vs. top 3 competitors): [Brand]: 32% (▲ 3% vs. Apr) [Competitor A]: 28% (▼ 1% vs. Apr) [Competitor B]: 24% (▼ 2% vs. Apr) [Competitor C]: 16% (─ 0% vs. Apr) ``` ## Integration Points - **Brandwatch / Talkwalker / Sprout Social**: Social listening, sentiment analysis, mention tracking - **Meltwater / Cision**: Media monitoring, press mention tracking, share of voice - **Google Alerts**: Free brand mention alerts (email-based) - **ReviewTrackers / Birdeye / Podium**: Review management, multi-platform review aggregation - **Google Business Profile**: Local review monitoring and response - **Awario / Mention / Brand24**: Affordable brand monitoring, influencer detection - **Hootsuite / Buffer**: Social media response management, scheduled responses - **G2 / Capterra**: B2B review platform monitoring and response - **Looker Studio**: Brand health dashboard visualization ## Edge Cases - **Crisis management and escalation**: Brand crisis requiring coordinated response - Detection: 10+ negative mentions/hour, mainstream media pickup, trending negative hashtag - Response team: PR director, legal, CEO, customer success lead, social media manager - First 1 hour: Acknowledge, gather facts, prepare statement - First 24 hours: Transparent update, action plan, ongoing monitoring - Post-crisis: Root cause analysis, process improvement, reputation recovery plan - Documentation: Crisis timeline, response log, media coverage, lessons learned - **Fake reviews and review manipulation**: False positive or negative reviews - Detection: Generic language, suspicious timing patterns, reviewer profile analysis - Response: Report to platform for removal (false/fake review policy) - Documentation: Maintain evidence log for disputed reviews - Prevention: Encourage genuine customer reviews to dilute impact - Monitoring: Review volume spikes (both positive and negative)