{"id":164988,"date":"2025-07-04T17:22:00","date_gmt":"2025-07-04T15:22:00","guid":{"rendered":"https:\/\/brand24.com\/blog\/?p=164988"},"modified":"2026-04-13T09:21:25","modified_gmt":"2026-04-13T07:21:25","slug":"brand-reputation","status":"publish","type":"post","link":"https:\/\/brand24.com\/blog\/brand-reputation\/","title":{"rendered":"Brand Reputation: Strategy, Tips &amp; Guide [2026]"},"content":{"rendered":"\n<p>Don\u2019t know how people really perceive your brand? It\u2019s an honest brand reputation risk.<\/p>\n\n\n\n<p>Positive brand reputation shapes trust, credibility, and buying decisions long before a customer reaches your website.<\/p>\n\n\n\n<p>In this guide, you\u2019ll learn how brand reputation is formed, where it\u2019s influenced, and reputation management tips based on real data from online conversations, media, and customer feedback.<\/p>\n\n\n\n<figure class=\"wp-block-video aligncenter\"><video height=\"2160\" style=\"aspect-ratio: 3840 \/ 2160;\" width=\"3840\" controls src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/Short_Blog_Post_08_ver01_1-Brand-Reputation.mp4\"><\/video><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"why-matter\">Why does brand reputation matter in 2026?<\/h2>\n\n\n\n<p>In 2026, emotional connection with a brand is what wins customer loyalty.<\/p>\n\n\n\n<p>Overall brand reputation is shaped far more by real-world proof like reviews, experiences, and public behavior than by polished marketing messages alone.<\/p>\n\n\n\n<p>Before anyone clicks Buy, Book, or Sign up, they\u2019ve already decided whether your brand feels credible and familiar.<\/p>\n\n\n\n<p>And the numbers make that clear:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>81% of consumers say they must trust a brand before even considering a purchase<\/strong>, turning trust into the baseline for market entry. (source: <a href=\"https:\/\/explodingtopics.com\/blog\/branding-stats\" title=\"\">Exploding Topics<\/a>)<\/li>\n\n\n\n<li><strong>88% of U.S. consumers say trust directly influences which brands they buy from<\/strong>, and <strong>87% are willing to pay a premium for brands they trust<\/strong>. (source: <a href=\"https:\/\/capitaloneshopping.com\/research\/branding-statistics\/\" title=\"\">Capital One Shopping<\/a>)<\/li>\n\n\n\n<li><strong>73% say their trust in a brand increases when it authentically reflects today\u2019s culture<\/strong>, proving that reputation is shaped by values as much as performance. (source: <a href=\"https:\/\/www.edelman.com\/trust\/2025\/trust-barometer\" title=\"\">Edelman Trust Barometer 2025<\/a>)<\/li>\n<\/ul>\n\n\n\n<p>This shift is especially visible among younger generations, who increasingly favor brands that reflect their personal values and social beliefs.<\/p>\n\n\n\n<p>\ud83e\udde0 Reputation is no longer what you <em>say<\/em> about your brand.<br>It\u2019s what people <em>learn<\/em> about you when they\u2019re anywhere but your website.<\/p>\n\n\n\n<p>Every review, social mention, comment, article, and recommendation quietly answers one question:<\/p>\n\n\n\n<p><em>Can I trust this brand?<\/em><\/p>\n\n\n\n<div class=\"has-background\" style=\"background-color:#e8f4ee; padding: 24px;\">\n\n  <p style=\"margin-bottom: 20px;\">\n    <strong>A strong brand reputation matters in 2026 and is the cumulative effect of your overall online and offline presence.<\/strong>\n  <\/p>\n\n  <p style=\"margin-bottom: 16px;\">\n    Instead of guessing:\n  <\/p>\n\n  <ul style=\"list-style: none; padding-left: 0; margin: 0 0 20px 0;\">\n    <li style=\"margin-bottom: 8px;\">\ud83d\udd0e <strong>how your brand is perceived<\/strong><\/li>\n    <li style=\"margin-bottom: 8px;\">\ud83e\udd1d <strong>where trust is built or broken<\/strong><\/li>\n    <li style=\"margin-bottom: 0;\">\u2b50\ufe0f <strong>why people choose you (or hesitate)<\/strong><\/li>\n  <\/ul>\n\n  <p style=\"margin-bottom: 20px;\">\n    You gain visibility into the conversations that shape decisions long before a sale occurs.\n  <\/p>\n\n  <p style=\"margin-bottom: 0;\">\n    <strong>In short:<\/strong> strong brand reputation gives you clarity in a market where trust decides everything.\n\n\n  <\/p>\n\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"whatis\">What is a brand reputation?<\/h2>\n\n\n\n<p><strong>Brand reputation<\/strong>\u00a0is the overall public perception and opinion of a brand shared by people who might have had contact with a particular brand.\u00a0<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>It\u2019s the sum of how customers, employees, partners, and stakeholders perceive your brand across every interaction and channel.<\/p>\n<\/blockquote>\n\n\n\n<p>Brand reputation informs how well a brand is recognized, trusted, &amp; valued and, thus, influences the brand&#8217;s success or failure.<\/p>\n\n\n\n<p><strong>Brand reputation is shaped by:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>products or services quality<\/li>\n\n\n\n<li>brand identity<\/li>\n\n\n\n<li>online presence and&nbsp;<a href=\"https:\/\/brand24.com\/blog\/community-engagement\/\" target=\"_blank\" rel=\"noreferrer noopener\">community engagement<\/a><\/li>\n\n\n\n<li>customer service and experiences<\/li>\n\n\n\n<li>marketing and public relations efforts<\/li>\n\n\n\n<li>corporate culture &amp; social responsibility<\/li>\n\n\n\n<li>and more!<\/li>\n<\/ul>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e14ce1ac2cd&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e14ce1ac2cd\" class=\"wp-block-image aligncenter size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"571\" height=\"571\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/Frame-1991421942.png\" alt=\"what impacts brand reputation? identity, online presence, customer service, corporate culture, marketing &amp; PR, product quality\" class=\"wp-image-175744\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/Frame-1991421942.png 571w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/Frame-1991421942-250x250.png 250w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/Frame-1991421942-12x12.png 12w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/Frame-1991421942-300x300.png 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/Frame-1991421942-60x60.png 60w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/Frame-1991421942-64x64.png 64w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/Frame-1991421942-314x314.png 314w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/Frame-1991421942-159x159.png 159w\" sizes=\"auto, (max-width: 571px) 100vw, 571px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<p>Together, these factors create people&#8217;s overall impression of a brand &#8211; whether they trust it, admire it, or choose to stay away.<\/p>\n\n\n<style>.acf-simple-cta{border-radius:20px;background-color:#fff;max-width:640px;margin:auto;margin-bottom:30px;padding:30px 15px}@media(min-width: 768px){.acf-simple-cta{padding:48px 62px 46px 62px}}.acf-simple-cta__title{font-size:22px !important;font-weight:600;line-height:23px !important;color:#000;text-align:center;margin-top:10px}@media(min-width: 576px){.acf-simple-cta__title{max-width:280px;text-align:left;margin-top:0}}.acf-simple-cta__title span{color:#00ef88}.acf-simple-cta__row{text-align:center}@media(min-width: 768px){.acf-simple-cta__row{display:flex;align-items:center;justify-content:space-between;gap:10px;text-align:left}}.acf-simple-cta__content{margin-bottom:20px;text-align:center}@media(min-width: 576px){.acf-simple-cta__content{display:flex;justify-content:center;align-items:center;gap:10px;width:100%;max-width:100%}}@media(min-width: 768px){.acf-simple-cta__content{align-items:center;justify-content:space-between;margin-bottom:0;max-width:66%}}.acf-simple-cta__btn{flex-shrink:0;border-radius:30px;padding:11px 21px;font-size:14px;line-height:18px;font-weight:500 !important;color:#000 !important;letter-spacing:-0.14px;background-color:#00ef88;border:none;transition:background-color .3s ease,opacity .3s ease;display:inline-block}.acf-simple-cta__btn:hover{background-color:#4bffae;text-decoration:none;opacity:.9}.acf-simple-cta__btn:focus-visible{outline:2px solid #00ef88}.acf-simple-cta--primary{background-color:#00ef88}.acf-simple-cta--primary .acf-simple-cta__title{color:#fff}.acf-simple-cta--primary .acf-simple-cta__title span{color:#000}.acf-simple-cta--primary .acf-simple-cta__btn{background-color:#000;color:#fff !important;transition:background-color .3s ease-in-out}.acf-simple-cta--primary .acf-simple-cta__btn:hover{background-color:#171717}.acf-simple-cta--violet{background-color:#000}.acf-simple-cta--violet .acf-simple-cta__title{color:#fff}.acf-simple-cta--violet .acf-simple-cta__title span{color:#bf00ff}.acf-simple-cta--violet .acf-simple-cta__btn{background-color:#bf00ff;color:#000 !important;transition:background-color .3s ease-in-out}.acf-simple-cta--violet .acf-simple-cta__btn:hover{background-color:#bf00ff}.acf-simple-cta--small{padding:20px 15px}@media(min-width: 768px){.acf-simple-cta--small{padding:33px 45px 31px 56px}}.acf-simple-cta--no-icon .acf-simple-cta__content{max-width:100%;width:auto}.acf-simple-cta--no-icon .acf-simple-cta__title{max-width:100%}@media(min-width: 768px){.acf-simple-cta--no-icon.acf-simple-cta--small .acf-simple-cta__content{max-width:55%}}<\/style>\n<div class=\"acf-simple-cta acf-simple-cta--default acf-simple-cta--no-icon\">\n    <div class=\"acf-simple-cta__wrapper\">\n        <div class=\"acf-simple-cta__row\">\n            <div class=\"acf-simple-cta__content\">\n                                                    <div class=\"acf-simple-cta__title\">Try the best brand reputation tool now!<\/div>\n                            <\/div>\n                            <a href=\"https:\/\/app.brand24.com\/user\/register-account\/?custom_form=192\" class=\"acf-simple-cta__btn\" target=\"\">Start Trial!<\/a>\n                    <\/div>\n    <\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"whyis\">Why is brand reputation important for business?<\/h2>\n\n\n\n<p>A&nbsp;<strong>good reputation<\/strong>&nbsp;means that customers and stakeholders trust the brand and want to support it by <strong>buying its products or services<\/strong>,&nbsp;<strong>investing in it<\/strong>, and&nbsp;<strong>recommending it to others<\/strong>.<\/p>\n\n\n\n<p>And it creates a snowball effect!<\/p>\n\n\n\n<p>Over time, reputation becomes a powerful competitive advantage. Strong brands don\u2019t just win attention, they win preference, even in crowded markets.<\/p>\n\n\n\n<p><strong>Happy customers are more likely to stay with your brand<\/strong>, leave positive reviews, and <strong>tell their friends about you<\/strong>.<\/p>\n\n\n\n<p>Because of that, brand reputation is no longer a \u201csoft\u201d metric. It\u2019s a core business asset that directly influences revenue, growth efficiency, and long-term valuation.<\/p>\n\n\n\n<p>On the flip side, a damaged reputation makes acquiring new customers significantly harder, as negative perceptions spread faster than marketing messages can correct them.\u00a0<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e14ce1acb9d&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e14ce1acb9d\" class=\"wp-block-image aligncenter size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"742\" height=\"624\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/Frame-1991421937.png\" alt=\"stronger brand reputation cycle - more trut impacts more recommendations\" class=\"wp-image-175745\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/Frame-1991421937.png 742w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/Frame-1991421937-14x12.png 14w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/Frame-1991421937-300x252.png 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/Frame-1991421937-189x159.png 189w\" sizes=\"auto, (max-width: 742px) 100vw, 742px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<p><strong>Each satisfied customer is a potential brand advocate<\/strong> who adds new &#8216;reputation fuel&#8217; to the brand\u2019s credibility and reach engine.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"strong-vs-poor\">Strong vs. Poor brand reputation &#8211; Comparison<\/h4>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th><\/th><th><strong>Strong brand reputation<\/strong><\/th><th><strong>Poor brand reputation<\/strong><\/th><\/tr><\/thead><tbody><tr><td><strong>Trust &amp; credibility<\/strong><\/td><td>Shorter sales cycles because buyers already trust the brand before the first demo or sales call<\/td><td>Longer sales cycles due to skepticism, extra validation, and security reviews<\/td><\/tr><tr><td><strong>Customer retention<\/strong><\/td><td>Higher renewal rates and lower churn as satisfied customers stay loyal over time<\/td><td>Higher churn as customers leave after negative experiences or unmet expectations<\/td><\/tr><tr><td><strong>Word of mouth &amp; referrals<\/strong><\/td><td>Customers recommend the product internally and externally, driving low-cost pipeline growth<\/td><td>Few referrals; negative reviews actively discourage prospects<\/td><\/tr><tr><td><strong>Crisis resilience<\/strong><\/td><td>Customers give the brand the benefit of the doubt during outages, bugs, or PR issues<\/td><td>One incident can trigger customer loss, social backlash, or contract cancellations<\/td><\/tr><tr><td><strong>Revenue &amp; pricing power<\/strong><\/td><td>Ability to charge premium pricing (e.g. enterprise tiers, long-term contracts)<\/td><td>Pressure to discount heavily to close deals or retain customers<\/td><\/tr><tr><td><strong>Investor confidence<\/strong><\/td><td>Strong brand perception supports higher valuations and easier access to funding<\/td><td>Weak reputation raises risk concerns and lowers perceived company value<\/td><\/tr><tr><td><strong>Talent attraction<\/strong><\/td><td>Easier to attract senior talent who want stability, credibility, and brand recognition<\/td><td>Hiring slows down; top candidates avoid the company<\/td><\/tr><tr><td><strong>Visibility &amp; discoverability<\/strong><\/td><td>More positive mentions improve <a href=\"https:\/\/brand24.com\/blog\/brand-visibility\/\" title=\"\">brand visibility<\/a> in search, review platforms, and AI tools<\/td><td>Negative sentiment suppresses discoverability and harms brand authority<\/td><\/tr><tr><td><strong>Growth efficiency<\/strong><\/td><td>Reputation acts as \u201creputation fuel,\u201d compounding growth through trust and advocacy<\/td><td>Growth relies on paid acquisition and constant reputation repair<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"risks\">What reputation risks to avoid? (examples)<\/h2>\n\n\n\n<p>According to the&nbsp;<a href=\"https:\/\/www.wtwco.com\/en-us\/insights\/2023\/10\/counting-the-true-cost-of-reputation-and-esg-risk\" target=\"_blank\" rel=\"noopener nofollow\" title=\"\">WTW&#8217;s Reputational Risk Readiness Report<\/a>, reputation is among the <strong>top five corporate risks<\/strong> for over half <strong>(55%) global senior executives<\/strong>. For 26% of them, reputation gets to the top 3 risks.<\/p>\n\n\n\n<p>And new reputation threats are also emerging.<\/p>\n\n\n\n<p>Companies must now watch for AI-generated deepfakes, fake brand accounts, and impersonation attempts that can damage trust almost instantly.<\/p>\n\n\n\n<p>So, let&#8217;s take a look at the <strong>six common reputation risks<\/strong>:<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"cyberattacks\">1. Cyberattacks and data breaches<\/h4>\n\n\n\n<p><strong>Equifax<\/strong>\u00a0experienced a huge data breach that leaked the personal data of 147 million people, including Social Security numbers and credit card details.\u00a0<\/p>\n\n\n\n<p>The company was heavily criticized for delayed information and poor data security practices, leading to a $700 million settlement and long-term damage to its reputation.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e14ce1ad147&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e14ce1ad147\" class=\"wp-block-image aligncenter size-large wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1140\" height=\"776\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_risks_equifax-1140x776.jpg\" alt=\"Equifax brand reputation crisis - stock prices\" class=\"wp-image-175513\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_risks_equifax-1140x776.jpg 1140w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_risks_equifax-18x12.jpg 18w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_risks_equifax-300x204.jpg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_risks_equifax-234x159.jpg 234w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_risks_equifax.jpg 1200w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">A massive drop in Equifax&#8217;s stock prices as a result of a brand reputation crisis<\/figcaption><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"frauds\">2. Frauds<\/h4>\n\n\n\n<p><strong>Wells Fargo<\/strong>\u00a0&#8211; one of the largest and most respected banks in the US &#8211; was caught in a major scandal after employees secretly opened millions of fake accounts to meet sales targets.\u00a0<\/p>\n\n\n\n<p>The loss of trust led to angry customers, big fines, and long-term damage to the bank\u2019s reputation and finances.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e14ce1ad5b0&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e14ce1ad5b0\" class=\"wp-block-image aligncenter size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1135\" height=\"875\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_risks_wells_fargo.jpg\" alt=\"Wells Fargo reputation crisis\" class=\"wp-image-175528\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_risks_wells_fargo.jpg 1135w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_risks_wells_fargo-16x12.jpg 16w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_risks_wells_fargo-300x231.jpg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_risks_wells_fargo-206x159.jpg 206w\" sizes=\"auto, (max-width: 1135px) 100vw, 1135px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Wells Fargo&#8217;s reputation crisis went viral &#8211; not only in online media<\/figcaption><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"customerservice\">3. Poor customer service experience<\/h4>\n\n\n\n<p><strong>United Airlines<\/strong>\u00a0faced huge criticism after a video showing a passenger being dragged off an overbooked plane.<\/p>\n\n\n\n<p>The airline&#8217;s first response didn\u2019t show much care or responsibility, which made people even more upset.<\/p>\n\n\n\n<p>The video quickly went viral and damaged brand&#8217;s reputation.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"lowquality\">4. Low quality of products or services<\/h4>\n\n\n\n<p><strong>Boeing&nbsp;<\/strong>\u2013 once known as a very reliable and respected airplane manufacturer \u2013 lost a lot of trust in January 2024 after a serious safety problem.<\/p>\n\n\n\n<p>A part of the plane\u2019s side (a door plug) blew off mid-air on a new Alaska Airlines flight, causing a hole in the cabin wall. Later, it turned out that important bolts were missing.&nbsp;<\/p>\n\n\n\n<p>Boeing had to stop many planes on the ground, and people started to question how safe and careful the company really was.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e14ce1ada7a&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e14ce1ada7a\" class=\"wp-block-image aligncenter size-large wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1140\" height=\"550\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_risks_brand24_boeing-1140x550.jpg\" alt=\"boeing - negativity spike detected by brand24\" class=\"wp-image-175527\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_risks_brand24_boeing-1140x550.jpg 1140w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_risks_brand24_boeing-18x9.jpg 18w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_risks_brand24_boeing-300x145.jpg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_risks_brand24_boeing-248x120.jpg 248w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_risks_brand24_boeing.jpg 1200w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">A huge spike in Boeing&#8217;s negative sentiment was detected by Brand24<\/figcaption><\/figure>\n\n\n\n<p>Investigations revealed poor manufacturing practices, such as accepting substandard parts and prioritizing speed over quality, which contributed to ongoing safety concerns.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"badreviews\">5. Negative reviews<\/h4>\n\n\n\n<p>A&nbsp;<strong>Union Street Guest House&nbsp;<\/strong>in Hudson got into serious trouble after the news that it threatened to charge wedding guests a $500 fine for every negative review they posted online.&nbsp;<\/p>\n\n\n\n<p>The hotel&#8217;s controversial policy went viral, leading to thousands of 1-star reviews on Yelp and public scrutiny. <\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e14ce1adecb&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e14ce1adecb\" class=\"wp-block-image aligncenter size-large wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1140\" height=\"745\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_risks_union_street_guest_house-1140x745.jpg\" alt=\"union street guest house brand reputation damage\" class=\"wp-image-175526\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_risks_union_street_guest_house-1140x745.jpg 1140w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_risks_union_street_guest_house-18x12.jpg 18w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_risks_union_street_guest_house-300x196.jpg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_risks_union_street_guest_house-243x159.jpg 243w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_risks_union_street_guest_house.jpg 1200w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">The Union Street Guest House is no longer operating.<\/figcaption><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"underdelivering\">6. Underdelivering<\/h4>\n\n\n\n<p>In 2020,&nbsp;<strong>Cyberpunk 2077<\/strong>&nbsp;was one of the most anticipated games in the world. But when it was released, it was full of bugs and didn&#8217;t work well, especially on older consoles.<\/p>\n\n\n\n<p>Despite the game developers fixed most of the problems, the huge hype led to big disappointment.&nbsp;<\/p>\n\n\n\n<p>For many players, the game became a symbol of a flop, causing serious reputation and financial losses for the company.<\/p>\n\n\n\n<div class=\"acf-simple-cta acf-simple-cta--default acf-simple-cta--no-icon\">\n    <div class=\"acf-simple-cta__wrapper\">\n        <div class=\"acf-simple-cta__row\">\n            <div class=\"acf-simple-cta__content\">\n                                                    <div class=\"acf-simple-cta__title\">Take care of your brand reputation!<\/div>\n                            <\/div>\n                            <a href=\"https:\/\/app.brand24.com\/user\/register-account\/?custom_form=192\" class=\"acf-simple-cta__btn\" target=\"\">Start Trial!<\/a>\n                    <\/div>\n    <\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"strategy\">How to build a brand reputation? <\/h2>\n\n\n\n<p>You build a strong brand reputation by consistently delivering on your promises and actively listening to, engaging with, and acting on what customers and the market say about your brand across every channel and touchpoint.<\/p>\n\n\n\n<p>Here&#8217;s how to do it step-by-step:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"check\">Step 1: Check your current reputation<\/h3>\n\n\n\n<p>To start building your brand reputation management strategy, you should know your current reputation.<\/p>\n\n\n\n<p>Having a<strong> reference point<\/strong> is important because it allows you to check if your further actions (that we&#8217;ll discuss in the next steps)<strong> <strong>really enhance brand reputation<\/strong><\/strong>.<\/p>\n\n\n\n<p><strong>How to do it in practice?<\/strong><\/p>\n\n\n\n<p>You need to check relevant brand reputation aspects, such as:<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"sentiment\">1. Brand sentiment<\/h4>\n\n\n\n<p class=\"has-background\" style=\"background-color:#eeffee\"><a href=\"https:\/\/brand24.com\/blog\/sentiment-analysis\/\" target=\"_blank\" rel=\"noreferrer noopener\">Sentiment analysis<\/a>&nbsp;is a process that helps you understand how people feel about your brand when they discuss it online.<\/p>\n\n\n\n<p>Tracking sentiment over time can show you whether your reputation is improving or quite the opposite.&nbsp;<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e14ce1ae6fe&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e14ce1ae6fe\" class=\"wp-block-image aligncenter size-large wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1140\" height=\"553\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_sentiment_analysis-1140x553.jpg\" alt=\"brand24 ai-sentiment analysis to track brand reputation\" class=\"wp-image-175525\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_sentiment_analysis-1140x553.jpg 1140w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_sentiment_analysis-18x9.jpg 18w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_sentiment_analysis-300x146.jpg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_sentiment_analysis-248x120.jpg 248w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_sentiment_analysis.jpg 1200w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Sentiment chart in Brand24&#8217;s Analysis tab<\/figcaption><\/figure>\n\n\n\n<p>And, you don&#8217;t have to do a sentiment analysis manually. There are <strong>tools that can do <\/strong>it for you.<\/p>\n\n\n\n<p>I created a media monitoring project in the Brand24 tool for this article&#8217;s purpose.<\/p>\n\n\n\n<p>I got an analysis based on mentions from:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Social media platforms &#8211; Facebook, Instagram, X (Twitter), YouTube, LinkedIn, TikTok, Reddit, Bluesky, Telegram &amp; Twitch<\/li>\n\n\n\n<li>News sites, blogs, video platforms, podcasts, newsletters, forums &amp; other websites<\/li>\n\n\n\n<li>Review sites &#8211; TripAdvisor, Yelp, Booking, App Store, Google Play &amp; Trustpilot.<\/li>\n<\/ul>\n\n\n\n<p>Let&#8217;s get into a real example now!<\/p>\n\n\n\n<p>Below, you can see the sentiment chart for <strong>Garmin<\/strong> &#8211; the world&#8217;s leading brand in sports smartwatches.<\/p>\n\n\n\n<p>The advantage of positive mentions is overwhelming and indicates a very positive&nbsp;<a href=\"https:\/\/brand24.com\/blog\/brand-sentiment\/\" target=\"_blank\" rel=\"noreferrer noopener\">brand sentiment<\/a>.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e14ce1aec23&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e14ce1aec23\" class=\"wp-block-image aligncenter size-large wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1140\" height=\"549\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_garmin_sentiment-1140x549.jpg\" alt=\"Example of a positive brand sentiment - Garmin.\" class=\"wp-image-175524\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_garmin_sentiment-1140x549.jpg 1140w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_garmin_sentiment-18x9.jpg 18w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_garmin_sentiment-300x145.jpg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_garmin_sentiment-248x119.jpg 248w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_garmin_sentiment.jpg 1200w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Positive brand image: Garmin example.<\/figcaption><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"sov\">2. Share of Voice<\/h4>\n\n\n\n<p class=\"has-background\" style=\"background-color:#eeffee\"><a href=\"https:\/\/brand24.com\/blog\/how-to-measure-the-share-of-voice\/\" target=\"_blank\" rel=\"noreferrer noopener\">Share of Voice (SOV)<\/a>&nbsp;is a metric that shows the percentage of all online conversations that mention your brand, compared to selected competitors or the whole industry.<\/p>\n\n\n\n<p>In other words, SOV shows how big your brand\u2019s slice of the conversation pie is. <\/p>\n\n\n\n<p>The more people talk about you (compared to others), the bigger your Share of Voice.<\/p>\n\n\n\n<p>Let&#8217;s check the SOV for three smartwatch brands: <strong>Garmin, Apple Watch, and Suunto.<\/strong><\/p>\n\n\n\n<p>As you can see, Apple Watch is the most frequently discussed brand among the three of them when it comes to social and non-social media presence combined.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e14ce1af0c6&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e14ce1af0c6\" class=\"wp-block-image aligncenter size-large wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1140\" height=\"456\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_share_of_voice_total-1140x456.jpg\" alt=\"brand24 ai-powered share of voice\" class=\"wp-image-175523\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_share_of_voice_total-1140x456.jpg 1140w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_share_of_voice_total-18x7.jpg 18w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_share_of_voice_total-300x120.jpg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_share_of_voice_total-248x99.jpg 248w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_share_of_voice_total.jpg 1200w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Apple Watch has a slightly higher total Share of Voice<\/figcaption><\/figure>\n\n\n\n<p>The situation changes when we focus on social media presence only. <\/p>\n\n\n\n<p>It turns out that Garmin has a definitely stronger position there.&nbsp;<\/p>\n\n\n\n<p>Not surprised at all, as the brand strategy centers around encouraging its target audience to share the user-generated content.<\/p>\n\n\n\n<p><strong>A conclusion?<\/strong><\/p>\n\n\n\n<p>Garmin should invest more in its PR efforts to increase its total Share of Voice (and thus, brand reputation).<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e14ce1af53f&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e14ce1af53f\" class=\"wp-block-image aligncenter size-large wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1140\" height=\"456\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_share_of_voice_social-1140x456.jpg\" alt=\"Garmin share of voice in brand24 Comparison tab\" class=\"wp-image-175522\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_share_of_voice_social-1140x456.jpg 1140w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_share_of_voice_social-18x7.jpg 18w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_share_of_voice_social-300x120.jpg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_share_of_voice_social-248x99.jpg 248w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_share_of_voice_social.jpg 1200w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">SOV metric<\/figcaption><\/figure>\n\n\n\n<p>But when we consider only social media presence, Garmin enjoys the highest Share of Voice<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"nas\">3. Net Promoter Score (NPS)<\/h4>\n\n\n\n<p class=\"has-background\" style=\"background-color:#eeffee\"><a href=\"https:\/\/brand24.com\/blog\/nps-net-promoter-score\/\" target=\"_blank\" rel=\"noreferrer noopener\">Net Promoter Score (NPS)<\/a>&nbsp;is a simple but powerful metric that tells how likely your customers are to recommend your brand to others.<\/p>\n\n\n\n<p>The score is based on one key question: &#8220;On a scale of 0 to 10, how likely are you to recommend our brand?<\/p>\n\n\n\n<p><strong>Depending on the score, people are categorized into three groups:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Promoters (9\u201310):<\/strong>&nbsp;Loyal customers who will keep buying and encourage others to do the same.<\/li>\n\n\n\n<li><strong>Passives (7\u20138):<\/strong>&nbsp;Satisfied but unenthusiastic customers who are pretty likely to migrate to your competitors.<\/li>\n\n\n\n<li><strong>Detractors (0\u20136):<\/strong>&nbsp;Dissatisfied customers who might discourage others from choosing your brand.<\/li>\n<\/ul>\n\n\n\n<p>Ultimately, the NPS is counted as follows:&nbsp;<strong>NPS = % of Promoters &#8211; &amp; of Detractors<\/strong>.<\/p>\n\n\n\n<p>This score can range from -100 (everyone is a detractor) to +100 (everyone is a promoter). <\/p>\n\n\n\n<p>The higher your score, the stronger your brand reputation and customer loyalty.<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#eeffee\"><strong>For more details about checking your current reputation, read our article:<\/strong>&nbsp;<a href=\"https:\/\/brand24.com\/blog\/how-to-measure-brand-reputation\/\" target=\"_blank\" rel=\"noreferrer noopener\">How to measure brand reputation?<\/a><\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"identity\">Step 2: Build a strong brand identity<\/h3>\n\n\n\n<p>Whether you like it or not,&nbsp;<strong>people judge the book by its cover<\/strong>.&nbsp;<\/p>\n\n\n\n<p>Your logo, color schemes, typography, tone of voice, and personality shape the people&#8217;s perception of your brand.<\/p>\n\n\n\n<p>A consistent brand identity positively impacts how others perceive you and sets customers&#8217; expectations from their interactions with your brand.<\/p>\n\n\n\n<p>The more harmonic your brand identity is, the higher the chance your company&#8217;s image will be positive in customers&#8217; eyes.<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#eeffee\"><strong>Further read:&nbsp;<\/strong><a href=\"https:\/\/brand24.com\/blog\/brand-identity\/\" target=\"_blank\" rel=\"noreferrer noopener\">How to build a strong brand identity?<\/a><\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"qualitydeliver\">Step 3: Deliver quality products and services<\/h3>\n\n\n\n<p>Okay, it seems obvious, but I still see many brands that do not understand this simple truth:<strong>&nbsp;if you want a positive brand reputation, deliver quality products and services<\/strong>!<\/p>\n\n\n\n<p>It&#8217;s extremely important, as <strong>product quality is the most important factor impacting trust and repeat purchases<\/strong> (<a href=\"https:\/\/kpmg.com\/tw\/en\/home\/insights\/2019\/11\/customer-loyalty-survey.html\" title=\"\">data source<\/a>).<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e14ce1afbda&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e14ce1afbda\" class=\"wp-block-image aligncenter size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1072\" height=\"745\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/Frame-1991421934.png\" alt=\"brand loyalty drivers: product quality, value for money, product consistency\" class=\"wp-image-175746\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/Frame-1991421934.png 1072w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/Frame-1991421934-18x12.png 18w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/Frame-1991421934-300x208.png 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/Frame-1991421934-229x159.png 229w\" sizes=\"auto, (max-width: 1072px) 100vw, 1072px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<p>Seriously, in today&#8217;s tough competitive market, <strong>quality is not a bonus but a basic expectation<\/strong>.<\/p>\n\n\n\n<p>You can have the most creative marketing campaign, an outstanding brand identity, and even the kindest customer care, but if your product or service disappoints, people will walk away.&nbsp;<\/p>\n\n\n\n<p>Even worse!&nbsp;<strong>They\u2019ll talk about it.<\/strong><\/p>\n\n\n\n<p><span style=\"box-sizing: border-box; margin: 0px; padding: 0px;\">In fact,\u00a0<a href=\"https:\/\/www.reviewtrackers.com\/reports\/online-reviews-survey\/\" target=\"_blank\">customers are 21% more likely to leave a negative review after a bad experience<\/a>\u00a0than to publish a positive review after a good one.<\/span><\/p>\n\n\n\n<p>And that&#8217;s a direct route to a poor brand reputation. <\/p>\n\n\n\n<p>Don&#8217;t go this way.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"presence\">Step 4: Buil your online presence<\/h3>\n\n\n\n<p>If you take your brand reputation strategy seriously, you should also implement a strong online presence. <\/p>\n\n\n\n<p><strong>People trust the things they know, so let them know you!<\/strong><\/p>\n\n\n\n<p><strong>Social media&nbsp;<\/strong>is where brands can communicate with their target audiences in the most direct and authentic way.&nbsp;<\/p>\n\n\n\n<p>It&#8217;s your chance to show personality, share your brand values, tell your story, build relationships, and convince people that your brand is worth their time and trust.<\/p>\n\n\n\n<p>But it&#8217;s not just about being present &#8211; it&#8217;s also about being&nbsp;<strong>intentional<\/strong>. <\/p>\n\n\n\n<p>Every social media post, comment, story, and reply is a small brick in your brand reputation house.<\/p>\n\n\n\n<p>Besides,&nbsp;<a href=\"https:\/\/brand24.com\/blog\/build-social-media-presence\/\" target=\"_blank\" rel=\"noreferrer noopener\">social media presence<\/a>&nbsp;<strong>really impacts business success<\/strong>! <\/p>\n\n\n\n<p><strong>77% of consumers<\/strong> are more likely to buy from brands they follow on social media (source: <a href=\"https:\/\/sproutsocial.com\/insights\/index\/\" target=\"_blank\" rel=\"noopener nofollow\" title=\"\">Sprout Social Index<\/a>).<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#eeffee\"><strong>\ud83d\udca1 Pro tip: Be active where your audience is<\/strong><br><br>If you have limited resources, focus on the most important social media platforms. <br><br>Advanced tools can show you which sources generate the broadest reach of your brand message &#8211; make sure to be present there!<\/p>\n\n\n\n<p>In the case of Garmin, other socials (like Reddit and Quora) generate the most reach while videos are the most reach-efficient.<\/p>\n\n\n\n<p>Here&#8217;s what this data looks like in the Brand24 analysis:<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e14ce1b01a0&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e14ce1b01a0\" class=\"wp-block-image aligncenter size-large wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1140\" height=\"494\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_ai_metrics_analysis-1140x494.jpg\" alt=\"brand24 ai metrics analysis for measuring brand reputation\" class=\"wp-image-175521\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_ai_metrics_analysis-1140x494.jpg 1140w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_ai_metrics_analysis-18x8.jpg 18w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_ai_metrics_analysis-300x130.jpg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_ai_metrics_analysis-248x107.jpg 248w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_ai_metrics_analysis.jpg 1200w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<div class=\"acf-simple-cta acf-simple-cta--default acf-simple-cta--no-icon\">\n    <div class=\"acf-simple-cta__wrapper\">\n        <div class=\"acf-simple-cta__row\">\n            <div class=\"acf-simple-cta__content\">\n                                                    <div class=\"acf-simple-cta__title\">Try Brand24 for brand reputation!<\/div>\n                            <\/div>\n                            <a href=\"https:\/\/app.brand24.com\/user\/register-account\/?custom_form=192\" class=\"acf-simple-cta__btn\" target=\"\">Start Trial!<\/a>\n                    <\/div>\n    <\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"customerservicegood\">Step 5: Provide excellent customer service<\/h3>\n\n\n\n<p>Your c<strong>ustomer service<\/strong> isn\u2019t just solving problems &#8211; it&#8217;s <strong>shaping your company\u2019s reputation every day<\/strong>.<\/p>\n\n\n\n<p>Therefore, <strong>customer satisfaction should be one of your top priorities.&nbsp;<\/strong><\/p>\n\n\n<style>.acf-quote-square{padding:40px 30px;background-color:#e8f4ee;border-radius:20px;max-width:640px;margin-left:auto;margin-right:auto}@media(min-width: 768px){.acf-quote-square{padding:62px 91px}}.acf-quote-square__icon{margin-bottom:20px}@media(min-width: 768px){.acf-quote-square__icon{margin-bottom:36px}}.acf-quote-square__quote{font-family:\"Inter\",sans-serif;font-size:16px;line-height:26px;margin-bottom:20px}@media(min-width: 768px){.acf-quote-square__quote{font-size:18px;line-height:30px}}@media(min-width: 576px){.acf-quote-square__quote{margin-bottom:44px}}.acf-quote-square__quote:last-child{margin-bottom:0}@media(min-width: 576px){.acf-quote-square__row{display:flex;gap:25px;align-items:center}}.acf-quote-square__author-image{width:60px;height:60px;border-radius:50%;overflow:hidden;flex-shrink:0;margin-bottom:10px}@media(min-width: 768px){.acf-quote-square__author-image{width:80px;height:80px;margin-bottom:0}}.acf-quote-square__author-image img{width:100%;height:100%;object-fit:cover}.acf-quote-square__author-name{font-size:16px;line-height:140%;font-weight:700;margin-bottom:4px}@media(min-width: 768px){.acf-quote-square__author-name{font-size:18px;line-height:140%}}.acf-quote-square__author-linkedin{display:inline-block;position:relative;top:-4px;margin-left:8px}.acf-quote-square__author-position{font-size:16px;line-height:100%}@media(min-width: 768px){.acf-quote-square__author-position{font-size:18px}}.acf-quote-square--primary{background-color:#00ef88}.acf-quote-square--primary .acf-quote-square__quote,.acf-quote-square--primary .acf-quote-square__author-name,.acf-quote-square--primary .acf-quote-square__author-position{color:#000}.acf-quote-square--primary .acf-quote-square__icon svg path{fill:#000}.acf-quote-square--violet{background-color:#000}.acf-quote-square--violet .acf-quote-square__quote,.acf-quote-square--violet .acf-quote-square__author-name,.acf-quote-square--violet .acf-quote-square__author-position{color:#fff}.acf-quote-square--violet .acf-quote-square__icon svg path{fill:#bf00ff}<\/style><div class=\"acf-quote-square acf-quote-square--default\">\n            <div class=\"acf-quote-square__icon\">\n            <svg width=\"53\" height=\"46\" viewBox=\"0 0 53 46\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M52.9064 22.6459H41.2236C41.4114 25.3738 42.318 27.7372 43.9479 29.7374C45.5763 31.7361 48.5625 33.7452 52.9064 35.7631L47.5716 45.7405C40.6068 42.676 35.6846 39.145 32.8005 35.1461C29.9178 31.1471 28.4758 25.6912 28.4758 18.7783V0H52.9079V22.6459H52.9064ZM24.4321 22.6459H12.7492C12.9371 25.3738 13.8437 27.7372 15.4736 29.7374C17.102 31.7361 20.0882 33.7452 24.4321 35.7631L19.0972 45.7405C12.1325 42.676 7.21028 39.145 4.32617 35.1461C1.44206 31.1471 0 25.6912 0 18.7783V0H24.4321V22.6459Z\" fill=\"#00EF88\"\/>\n<\/svg>        <\/div>\n                <div class=\"acf-quote-square__quote\">&quot;Customer experience plays a vital role &#8211; it provides a way to put product and brand at the forefront. The key is to build a user-friendly product with excellent customer service behind it, but first, businesses must take a holistic view of who customers are and what motivates them.&quot;<\/div>\n        <div class=\"acf-quote-square__row\">\n                    <div class=\"acf-quote-square__author-image\">\n                <img decoding=\"async\" width=\"80\" height=\"80\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/T02E0CN7R-U03HMB343RU-13a7523f752e-512-1-80x80.jpeg\" class=\"attachment-author-avatar size-author-avatar\" alt=\"\" loading=\"lazy\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/T02E0CN7R-U03HMB343RU-13a7523f752e-512-1-80x80.jpeg 80w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/T02E0CN7R-U03HMB343RU-13a7523f752e-512-1-250x250.jpeg 250w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/T02E0CN7R-U03HMB343RU-13a7523f752e-512-1-12x12.jpeg 12w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/T02E0CN7R-U03HMB343RU-13a7523f752e-512-1-300x300.jpeg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/T02E0CN7R-U03HMB343RU-13a7523f752e-512-1-60x60.jpeg 60w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/T02E0CN7R-U03HMB343RU-13a7523f752e-512-1-64x64.jpeg 64w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/T02E0CN7R-U03HMB343RU-13a7523f752e-512-1-314x314.jpeg 314w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/T02E0CN7R-U03HMB343RU-13a7523f752e-512-1-159x159.jpeg 159w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/T02E0CN7R-U03HMB343RU-13a7523f752e-512-1-48x48.jpeg 48w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/T02E0CN7R-U03HMB343RU-13a7523f752e-512-1-42x42.jpeg 42w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/T02E0CN7R-U03HMB343RU-13a7523f752e-512-1-90x90.jpeg 90w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/T02E0CN7R-U03HMB343RU-13a7523f752e-512-1.jpeg 512w\" sizes=\"auto, (max-width: 80px) 100vw, 80px\" \/>            <\/div>\n                <div class=\"acf-quote-square__author-content\">\n                            <div class=\"acf-quote-square__author-name\">\n                    \u0141ukasz Siwek                                    <\/div>\n                                        <div class=\"acf-quote-square__author-position\">Product Designer at Brand24<\/div>\n                    <\/div>\n    <\/div>\n<\/div>\n\n\n\n<p>Every interaction, whether it\u2019s answering a simple product question or resolving a serious issue, is an opportunity to build trust, loyalty, foster brand advocacy, and increase spending.<\/p>\n\n\n\n<p>And there I have data for that claim! <\/p>\n\n\n\n<p><strong>3 out of 4 (73%) customers<\/strong> will abandon a brand for its competitor after a few bad experiences (source: <a href=\"https:\/\/www.zendesk.com\/blog\/customer-service-statistics\/\" target=\"_blank\" rel=\"noopener nofollow\" title=\"\">Zendesk Benchmark data<\/a>).<\/p>\n\n\n\n<p>Poor service doesn\u2019t just hurt customers&#8230; it also affects internal morale. <\/p>\n\n\n\n<p>Constant negative feedback can lower employee engagement and increase turnover.<\/p>\n\n\n\n<p>Okay, but what should you prioritize to make your customer service support brand reputation?<\/p>\n\n\n\n<p><strong>The three golden rules are:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Responsiveness&nbsp;<\/strong><br>People expect fast answers. The longer they wait, the more frustrated they become.<\/li>\n\n\n\n<li><strong>Empathy<\/strong><br>Listen actively and treat people like humans, not ticket numbers.<\/li>\n\n\n\n<li><strong>Problem-solving mindset<\/strong><br>Focus on solutions, not excuses. Customers want their issue fixed.<\/li>\n<\/ul>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e14ce1b0ffa&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e14ce1b0ffa\" class=\"wp-block-image aligncenter size-large wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1140\" height=\"373\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_g2_review-1140x373.jpg\" alt=\"g2 review of brand24 customer service\" class=\"wp-image-175520\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_g2_review-1140x373.jpg 1140w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_g2_review-18x6.jpg 18w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_g2_review-300x98.jpg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_g2_review-248x81.jpg 248w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_g2_review.jpg 1200w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Have great customer service? People really appreciate that!<\/figcaption><\/figure>\n\n\n\n<p class=\"has-background\" style=\"background-color:#eeffee\"><strong>Further read:<\/strong>&nbsp;<a href=\"https:\/\/brand24.com\/blog\/customer-service-kpis\/\" target=\"_blank\" rel=\"noreferrer noopener\">Most Important Customer Service KPIs<\/a><\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"feedback\">Step 6: Ask for feedback &#8211; and reply<\/h3>\n\n\n\n<p><strong>Feedback is power<\/strong>.\u00a0<\/p>\n\n\n\n<p>It allows you to understand how your customers perceive your brand, the company&#8217;s products, your customer service, and overall brand performance.<\/p>\n\n\n\n<p>Hence, don&#8217;t hesitate to <strong>ask your customers for honest opinions<\/strong> and treat them seriously!<\/p>\n\n\n\n<p>Use short surveys after purchases, chat interactions, or support tickets. Metrics like NPS and Customer Satisfaction Score (CSAT) work great.<\/p>\n\n\n\n<p>But collecting feedback is only half the job. The other half?&nbsp;<\/p>\n\n\n\n<p><strong>Responding to it.<\/strong><\/p>\n\n\n\n<p>Why is it so important?<\/p>\n\n\n\n<p>Because&nbsp;<strong>97% of people<\/strong>&nbsp;who read online reviews will also&nbsp;<strong>read your responses<\/strong>&nbsp;to reviews (<a href=\"https:\/\/www.synup.com\/en\/online-review-statistics\" target=\"_blank\" rel=\"noopener nofollow\" title=\"\">according to Synup<\/a>).<\/p>\n\n\n\n<p>And how you reply shapes their perception. Sometimes, more than the review itself.<\/p>\n\n\n\n<p><strong>Therefore:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Thank people for positive feedback<\/strong>&nbsp;\u2013 it shows that you care about your customers and strengthens your loyal customer base.<\/li>\n<\/ul>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e14ce1b1567&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e14ce1b1567\" class=\"wp-block-image aligncenter size-large wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1140\" height=\"550\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_g2_review_response-1140x550.jpg\" alt=\"g2 review response to a brand24 comment\" class=\"wp-image-175519\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_g2_review_response-1140x550.jpg 1140w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_g2_review_response-18x9.jpg 18w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_g2_review_response-300x145.jpg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_g2_review_response-248x120.jpg 248w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_g2_review_response.jpg 1200w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">A great example of a proactive response to a product review from G2 platform<\/figcaption><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Address negative feedback quickly and constructively<\/strong>\u00a0\u2013 managing negative reviews is an art of empathy. A thoughtful reply can turn frustration into trust.<\/li>\n\n\n\n<li><strong>Spot patterns<\/strong>\u00a0\u2013 if several customers complain about the same thing, it\u2019s a red flag. It might indicate the need for product or service updates.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Pro tip: Use AI  to uncover frequent problems<\/h4>\n\n\n\n<p>I asked the AI Brand Assistant to identify the most popular complaints about the GoPro Quik app (it&#8217;s a GoPro&#8217;s native tool for editing videos).<\/p>\n\n\n\n<p>As Brand Assistant works similarly to ChatGPT &#8211; but is equipped with internal project data &#8211; you just need to type a prompt.<\/p>\n\n\n\n<p>And here&#8217;s what I received &#8211; a list of the most frequently reported issues with examples and a direct link to online conversations. Nice!<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e14ce1b1a35&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e14ce1b1a35\" class=\"wp-block-image aligncenter size-large wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1140\" height=\"975\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_ai_brand_assistant-1140x975.jpg\" alt=\"brand24 ai brand reputation assistant\" class=\"wp-image-175518\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_ai_brand_assistant-1140x975.jpg 1140w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_ai_brand_assistant-14x12.jpg 14w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_ai_brand_assistant-300x257.jpg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_ai_brand_assistant-186x159.jpg 186w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_ai_brand_assistant.jpg 1200w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">AI Brand Assistant &#8211; an overview of your brand reputation.<\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"monitor\">Step 7: Keep monitoring your brand reputation&nbsp;<\/h3>\n\n\n\n<p>Brand reputation is not given once and for all. It <strong>constantly fluctuates<\/strong>.<\/p>\n\n\n\n<p>Therefore, after examining your brand reputation and implementing good practices to improve it, the third step should be monitoring your&nbsp;<a href=\"https:\/\/brand24.com\/blog\/brand-performance\/\" target=\"_blank\" rel=\"noreferrer noopener\">brand performance<\/a>.<\/p>\n\n\n\n<p>The best way to know if your actions strengthen your brand reputation is to have a reference point.&nbsp;<\/p>\n\n\n\n<p>In other words, you should&nbsp;<strong>compare your current performance with the past<\/strong>.<\/p>\n\n\n\n<p><span style=\"box-sizing: border-box; margin: 0px; padding: 0px;\">I recommend checking<\/span> the\u00a0Comparison tab (select the\u00a0Compare Periods feature, and set up the dates to benchmark)<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e14ce1b1ebd&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e14ce1b1ebd\" class=\"wp-block-image aligncenter size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1080\" height=\"641\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_compare_periods.jpg\" alt=\"brand24 ai boosted comparison tab\" class=\"wp-image-175517\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_compare_periods.jpg 1080w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_compare_periods-18x12.jpg 18w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_compare_periods-300x178.jpg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_compare_periods-248x147.jpg 248w\" sizes=\"auto, (max-width: 1080px) 100vw, 1080px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Garmin&#8217;s metrics indicate that the brand reputation remains stable<\/figcaption><\/figure>\n\n\n\n<p>Later, scroll down to see positive and negative sentiment charts.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e14ce1b2287&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e14ce1b2287\" class=\"wp-block-image aligncenter size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1083\" height=\"805\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_positive_negative_sentiment_comparison.jpg\" alt=\"brand24 Positive and negative sentiment trends\" class=\"wp-image-175516\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_positive_negative_sentiment_comparison.jpg 1083w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_positive_negative_sentiment_comparison-16x12.jpg 16w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_positive_negative_sentiment_comparison-300x223.jpg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_positive_negative_sentiment_comparison-214x159.jpg 214w\" sizes=\"auto, (max-width: 1083px) 100vw, 1083px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Positive and negative sentiment trends<\/figcaption><\/figure>\n\n\n\n<p>The stronger colors inform you about the sentiment trend in the present period. The lighter ones show what it looked like in the previous period.<\/p>\n\n\n\n<p>Look at the positive sentiment chart. <\/p>\n\n\n\n<p>If the dark line is mainly above the light one, it&#8217;s a sign that your efforts to build a good brand reputation are successful.<\/p>\n\n\n\n<p>On the contrary, if the darker line is mainly above the lighter one on the negative sentiment chart, you should revise your&nbsp;<a target=\"_blank\" rel=\"noreferrer noopener\" href=\"https:\/\/brand24.com\/blog\/what-is-brand-reputation-management\/\">brand reputation management<\/a>&nbsp;strategy.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"crisis\">Step 8: Be prepared for a crisis<\/h3>\n\n\n\n<p>Thinking about potential crises is <strong>uncomfortable<\/strong>. But not thinking about them is <strong>irresponsible<\/strong>.<\/p>\n\n\n\n<p><strong>Here\u2019s how to get ready:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Have a crisis plan<\/strong><br>Define roles, responsibilities, and communication channels. Everyone on your team should know exactly what to do when things go wrong.<\/li>\n\n\n\n<li><strong>Set up\u00a0<\/strong><a href=\"https:\/\/brand24.com\/blog\/media-monitoring-tools\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>media monitoring tools<\/strong><\/a><br>Use alert features\u00a0to identify sudden spikes in mentions or sentiment shifts. <\/li>\n<\/ul>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e14ce1b2777&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e14ce1b2777\" class=\"wp-block-image aligncenter size-large wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1140\" height=\"507\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_storm_alerts-1140x507.jpg\" alt=\"\" class=\"wp-image-175514\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_storm_alerts-1140x507.jpg 1140w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_storm_alerts-18x8.jpg 18w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_storm_alerts-300x134.jpg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_storm_alerts-248x110.jpg 248w, https:\/\/brand24.com\/blog\/app\/uploads\/2025\/07\/brand_reputation_brand24_storm_alerts.jpg 1200w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Setting up alerts<\/figcaption><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Prepare response templates<\/strong><br>Draft clear, empathetic messages for different scenarios (e.g., service issues, negative press). Customize them quickly when needed.<\/li>\n\n\n\n<li><strong>Act fast but always stay human<\/strong><br>When a crisis happens, let your audience know you are aware of it, share what you\u2019re doing to fix it, and update people regularly. All with honesty and empathy.<\/li>\n<\/ul>\n\n\n\n<div class=\"acf-simple-cta acf-simple-cta--default acf-simple-cta--no-icon\">\n    <div class=\"acf-simple-cta__wrapper\">\n        <div class=\"acf-simple-cta__row\">\n            <div class=\"acf-simple-cta__content\">\n                                                    <div class=\"acf-simple-cta__title\">Try Brand24 for brand reputation management!<\/div>\n                            <\/div>\n                            <a href=\"https:\/\/app.brand24.com\/user\/register-account\/?custom_form=192\" class=\"acf-simple-cta__btn\" target=\"\">Start Trial!<\/a>\n                    <\/div>\n    <\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"conclusion\">Conclusion<\/h2>\n\n\n\n<p>Managing your brand&#8217;s reputation is crucial for your long-term business growth.<\/p>\n\n\n\n<p>By understanding how others perceive your brand and actively managing it &#8211; from product quality and customer service to <a href=\"https:\/\/brand24.com\/blog\/what-is-social-listening\/\" target=\"_blank\" rel=\"noopener\" title=\"social listening\">social listening<\/a> and creating a crisis plan &#8211; you can <strong>build a foundation of trust and loyalty<\/strong>.<\/p>\n\n\n\n<p>Because every interaction matters. And every mention counts.<\/p>\n\n\n\n<p>With the right tools, you can <strong>protect your brand from potential risks, respond faster, and turn satisfied customers into advocates<\/strong>.<\/p>\n\n\n\n<p>Want to learn more about how social media monitoring affects brand reputation?<\/p>\n\n\n\n<p class=\"has-text-align-center has-background\" style=\"background-color:#eeffee\"> Check out real-time analytics using the <a href=\"https:\/\/brand24.com\/brand-marketing-checker\/\" target=\"_blank\" rel=\"noopener\" title=\"\">Brand Checker.<\/a><\/p>\n\n\n\n<p><strong>Final thoughts:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Strong reputation <strong>shields<\/strong> your brand and <strong>helps it survive<\/strong> in difficult times.<\/li>\n\n\n\n<li>Regularly monitor your brand&#8217;s reputation to <strong>avoid potential issues<\/strong> and <strong>understand if your efforts work<\/strong>.<\/li>\n\n\n\n<li><strong>Quality is essential<\/strong> for a positive reputation. Deliver quality products and excellent customer service.<\/li>\n\n\n\n<li><strong>Technology is here to help<\/strong>. Use AI tools to monitor your reputation, improve it, and spot emerging problems.<\/li>\n\n\n\n<li><strong>Treat feedback seriously because it delivers valuable insights<\/strong>. Respond to reviews, spot recurring complaints, and upgrade your products &amp; services.<\/li>\n<\/ul>\n\n\n\n<p><a href=\"https:\/\/app.brand24.com\/user\/register-account\/?custom_form=192\" title=\"Start a Brand24 free trial\">Start a Brand24 free trial<\/a> and see how it helps build a strong brand reputation!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Brand reputation shapes the perception of your brand and impacts buyers&#8217; decisions more than you think. Learn how to take care of it in 2026!<\/p>\n","protected":false},"author":83,"featured_media":165062,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","_links_to":"","_links_to_target":""},"categories":[4144],"tags":[],"class_list":["post-164988","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-brand-management"],"acf":[],"aioseo_notices":[],"cf_author_first_name":"Micha\u0142","cf_author_last_name":"Jo\u0144ca","_links":{"self":[{"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/posts\/164988","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/users\/83"}],"replies":[{"embeddable":true,"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/comments?post=164988"}],"version-history":[{"count":32,"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/posts\/164988\/revisions"}],"predecessor-version":[{"id":180214,"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/posts\/164988\/revisions\/180214"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/media\/165062"}],"wp:attachment":[{"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/media?parent=164988"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/categories?post=164988"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/tags?post=164988"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}