There are some questions that you have to ask your brand before you get reputation management teams to work on it. These questions are vital because the answers will provide the kernel to develop online reputation management campaigns that will be successful and effective.
The first question you have to ask is, why are people talking ill about my business? There may be several reasons why your brand is being taken apart by netizens. It could be because of the customer service department or the way your response system is working for the customers.
It will be arrogant for the reputation management service team to assume that whatever negative is written online is by default a false allegations. Online reputation management teams must never leave out the possibility that the brand may actually be messing up some customers unintentionally. This is the second question that you need to ask your brand.
And the third one has to be, what can I do to undo the damage and prevent further ones? That will require some active monitoring from reputation management services and also some proactive measures to reach out to consumers to resolve issues.