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REAL-TIME CRISIS MANAGEMENT: PROTECT BRAND REPUTATION

PROTECT YOUR BRAND HEALTH AND REPUTATION

It’s important to know what’s being said about your brand at all times. Customer experience management delivers an instant view of your company’s brand perception across all sources – social media, review sites, surveys, customer care – with a unified view and analysis of the data that is shaping customer opinions.

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KNOW THE PUBLIC PERCEPTION OF YOUR BRAND

Perception is hard to change. A unified view of customer sentiment, passion, and conversation volume through social media analytics, combined with analytics of all of your other channels lets you identify the factors that have the biggest influence on customer experience and your brand’s reputation. Analyze trending keywords, survey feedback, popular posts, customer care notes and other data helps you determine if something inappropriate is associated with your brand – and the steps you need to take to fix it.

FULLY UNDERSTAND HOW THIS IMPACTS YOUR COMPETITORS

Industry events and regulatory issues can affect an entire industry or category, so how you respond has direct impact on your competitive position in the market. Determine whether a crisis is limited to your brand or whether it affects your competitors as well. See how customers are responding and adjust your message accordingly.

Also, the ability to identify and act upon events facing your competitors is an advantage you should certainly explore. You can be sure they will be!

DECIDE IF YOU NEED TO ACT

Fluctuations in customer feedback are a normal part of the engagement process, but unexpected swings in customer experience can result in sudden loyalty shifts and are important to analyze ahead of these events impacting your bottom line. Identify operational issues, regional or cultural differences, and current events that require brand intervention to manage the risk to brand health.

KNOW THE RIGHT WAY TO ENGAGE

During a crisis, Public Relations and Crisis Management teams need to quickly formulate an appropriate response to mitigate the risk to brand reputation. Social media analytics provides contextual analysis of what’s being said, by whom, and where – on social as well other channels -to enhance your messaging, strategy and response time.