#reputation-management

Respond professionally to negative reviews. Approach: 1. Thank them for feedback. 2. Apologize for their experience. 3. Address specific concerns mentioned. 4. Take responsibility without being defensive. 5. Explain corrective actions taken. 6. Invite offline conversation to resolve. 7. Offer to make it right. 8. Show other customers you care. Keep response public but move resolution private. Never argue or make excuses.

Execute strategic public relations campaigns with digital media outreach and reputation management. PR strategy development: 1. Message positioning: key narratives, unique angles, newsworthy elements, target audience alignment. 2. Media mapping: relevant journalists, publications, beats, contact information, relationship building. 3. Content planning: press releases, media kits, fact sheets, executive bios, company backgrounders. Digital PR tactics: 1. Press release distribution: PRNewswire, Business Wire, industry-specific platforms, SEO optimization. 2. Media pitching: personalized outreach, story angles, exclusive offers, relationship nurturing. 3. Thought leadership: expert commentary, industry insights, trend analysis, speaking opportunities. Media relationships: 1. Journalist outreach: Twitter engagement, LinkedIn connections, email communication, value provision. 2. Relationship building: regular updates, exclusive access, expert availability, story sourcing. 3. Media monitoring: mention tracking, sentiment analysis, competitor coverage, industry trends. Crisis communication: 1. Crisis planning: scenario development, response protocols, spokesperson training, approval processes. 2. Response strategy: acknowledgment, accountability, action plans, timeline communication. 3. Reputation management: online monitoring, review responses, social media management, SEO reputation. Measurement and analysis: 1. Media coverage: reach, impressions, sentiment, share of voice, message penetration. 2. Digital metrics: website traffic, social media mentions, backlink generation, search visibility. 3. Business impact: lead generation, brand awareness, thought leadership positioning, crisis mitigation. Tools: media monitoring (Google Alerts, Mention), PR databases (Cision, Meltwater), social listening platforms for comprehensive coverage analysis and relationship management.

Handle product crises with effective communication and resolution. Crisis types: 1. Security breaches: data exposure, unauthorized access. 2. Performance issues: service outages, slow response times. 3. Feature bugs: critical functionality broken, data loss. 4. PR crises: negative media coverage, customer backlash. Immediate response (first hour): 1. Assess severity and customer impact. 2. Activate incident response team. 3. Stop further damage (feature flags, rollbacks). 4. Communicate with key stakeholders. 5. Begin customer communication. Communication strategy: 1. Transparency: acknowledge issue quickly, don't hide problems. 2. Regular updates: status pages, email updates, social media. 3. Clear timeline: when issue started, expected resolution. 4. Action plan: what you're doing to fix and prevent recurrence. Post-crisis: 1. Detailed post-mortem: root cause analysis, prevention measures. 2. Customer compensation: credits, refunds, gesture of goodwill. 3. Process improvements: update runbooks, monitoring, testing. Templates: prepare crisis communication templates for speed.