2. To avoid any potential issues, here is an extensive guide on Online Reputation Management for businesses of any size and industry to help digital marketing professionals discover effective ways to manage their brand’s online reputation.

3. Responding also gives you a chance to clear the air. Reputology polled their clients, who reported that 80% of unhappy customers were won over with the right response.

So what’s the right approach?

Polite. Professional. Friendly.

4. Brand integrity is one of the most critical business drivers for any brand. But how do you know if your brand’s integrity is high or low?
A brand’s promise has many layers and is under constant scrutiny from consumers and thought leaders who consciously or unconsciously –sometimes very publicly– question topics like:

• Does the product or service cover the functional need it is supposed to?
• Does it cover the emotional need as expected?
• In the case of retail brands, has the product been manufactured and distributed with respect for the environment and the workers throughout the value chain?