From chaos to strategy: how to do Social Listening to manage a reputation crisis
When a Celebrity Makes a Gesture, Your Brand Shakes
You probably remember when a football player moved some soda bottles during a press conference and said he preferred water. Yes, it was Cristiano.
Within minutes, it was all over social media and digital platforms. That’s why, in these kinds of crises, every second counts.
The Role of Social Listening in a Crisis
Early Detection: Instant alerts when a topic blows up.
Measuring Real Impact: Not every trending topic means massive reach.
Understanding the Conversation: What’s the main concern, the gesture, the brand, or the message behind it?
Crafting the Response: Acting with data, not just gut feeling.
Real-Life Examples of Rapid Response
Brands That Sink: Those that ignore or respond too late.
Brands That Recover: Those that grasp the narrative and join the conversation with transparency or humor.
Conclusion: A crisis can’t always be avoided, but it can be managed intelligently.
In my Expert Course on Social Listening, I teach how to set up alert systems and analysis tools to respond like a top-tier communications team.
