Monitor online reviews and changes in review policies to protect brand reputation amid COVID-19

New Ideas in MarketingEssential news for marketers, summarised by YouGov
April 15, 2020, 9:27 AM UTC

Crafting responses using facts can protect businesses against false business claims or just trolling.

This article lists out ways in which brands can safeguard their online reputation from negative reviews and questioning during the pandemic. First off is being empathetic and reassuring the customers.

A daily review of the review policies of sites like Yelp, Facebook and Google is recommended. Marketers must keep an eye on the reviews that mention the pandemic. Brands should reply to all reviews, whether positive or negative across all the review sites.

Posting FAQs can help brands efficiently provide brief responses to anticipated questions in online reviews. Alternatively, refer consumers to trusted authorities like the CDC for virus-related queries. Brands should create a company-wide escalation email to effectively address any direct questions of reviewers.

Read the original article

[5 minute read]