Topic

Crisis Communications

7 articles on this topic

Responding to Negative Forum Posts: What to Do When PTT or Dcard Turns on Your Brand | NETVANA Marketing Insights article cover
Crisis Communications PTT Word-of-Mouth Marketing

Responding to Negative Forum Posts: What to Do When PTT or Dcard Turns on Your Brand

A negative forum thread behaves differently from an ordinary bad review: it gets upvoted, screenshotted, reposted, and picked up by the press. This guide covers how that spread happens, what to do in the first hour, the principles for replying under an official identity, when replying makes things worse, and how to rebuild afterward.

9 min read
Complaint Handling and Service Recovery: Designing the Process That Turns a Complaint Into a Recommendation | NETVANA Marketing Insights article cover
Review Management Crisis Communications Word-of-Mouth Marketing

Complaint Handling and Service Recovery: Designing the Process That Turns a Complaint Into a Recommendation

A complaint is the fork in the road for word of mouth: handled well it becomes a recommendation, handled badly it becomes a negative review sitting in your search results. This guide covers how to triage complaints and set response times, the principle of fixing before explaining, how to design frontline authority, when to follow up and ask for a review, and how to feed complaint categories back into the product and the process.

10 min read
Word-of-Mouth Marketing for Franchise Recruitment: How Prospects Research You, and What Headquarters Needs to Be Found Saying | NETVANA Marketing Insights article cover
Word-of-Mouth Marketing Brand Strategy Crisis Communications

Word-of-Mouth Marketing for Franchise Recruitment: How Prospects Research You, and What Headquarters Needs to Be Found Saying

Anyone considering a franchise will check the reviews of headquarters and of existing franchisees before signing. This guide covers the verification path prospects follow, the honesty limits on recruitment materials, how existing franchisees become your most powerful word-of-mouth source, how to handle complaints about support and contracts, and how all of it interacts with consumer word of mouth.

9 min read
The Social Customer Service Reply Guide: How to Answer Page Comments and Negative Posts Without Losing Ground | NETVANA Marketing Insights article cover
Social Media Crisis Communications Word-of-Mouth Marketing

The Social Customer Service Reply Guide: How to Answer Page Comments and Negative Posts Without Losing Ground

Every public reply on your Facebook page or Instagram account is visible to everyone else. This guide covers how to decide what belongs in public and what belongs in a DM, how to set response speed and tone, the order in which to handle negative comments, reply templates you can adapt directly, and how social customer service connects to your crisis process.

10 min read
Employer Brand Reputation Management: The Reviews Candidates Find Are Deciding Who Applies | NETVANA Marketing Insights article cover
Brand Strategy Word-of-Mouth Marketing Crisis Communications

Employer Brand Reputation Management: The Reviews Candidates Find Are Deciding Who Applies

Candidates search for company reviews before they apply, and what they find directly shapes whether they submit a resume and whether they accept an offer afterward. This guide covers where employer reputation lives, how it interacts with consumer reputation, how to audit where you stand, how to answer negative reviews legitimately, and the lines you must never cross.

10 min read
Can Google Reviews Be Removed? Grounds for Reporting, Reply Templates, and What to Do When Removal Fails | NETVANA Marketing Insights article cover
Google Review Management Crisis Communications

Can Google Reviews Be Removed? Grounds for Reporting, Reply Templates, and What to Do When Removal Fails

When an untrue negative review is sitting on your business profile, can you get it taken down? This guide sets out which reviews stand a real chance of removal under Google's policies, which never will, and gives reply templates for three common scenarios — plus the long game of diluting negatives with genuine positive reviews.

11 min read
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