How 360 Crue Performs Online Reputation Management

Onilne reputation management consists of a 6-phase continuous work cycle. Phase 6 is the management phase, which takes into consideration all 5 prior phases in order to consitently re-asses reputation and re-apply the disciplines according to new audits, adjusted strategy, and ongoing reputation monitoring, repairing, and engagement.  Below are the steps we take to successfully managing reputations as a continuous consistent effort*: 

Reputation Monitoring and Oversight

• Daily/Weekly Monitoring
  
  • Track mentions across search engines, social media, review sites, and news
  • Use tools like Google Alerts, Brand24, Mention, or Hootsuite
• Real-Time Alerts
  
  • Set up notifications for brand name, executive names, and key products
  • Flag high-risk content for immediate review and action
• Dashboard Maintenance
  
  • Maintain a live dashboard of sentiment trends, keyword ranking, and review scores
  • Segment by platform and content type

Review and Feedback Management

• Respond to Reviews Promptly
  
  • Thank positive reviewers and acknowledge their feedback
  • Address negative reviews tactfully, aiming to resolve issues publicly or privately
• Review Generation
  
  • Implement strategies to collect positive reviews from satisfied customers
  • Use surveys, post-purchase emails, or in-store prompts
• Review Platform Oversight
  
  • Ensure all major platforms (Google, Yelp, Trustpilot, Glassdoor, etc.) are actively managed and updated

Content Lifecycle Management

• Content Updating
  
  • Refresh outdated blog posts, press releases, and web pages to keep them current
  • Optimize top-ranking content for SEO and relevance
• Content Calendar Execution
  
  • Maintain a schedule for ongoing content creation (blogs, videos, social posts)
  • Align with product launches, seasonal events, and trending topics
• Content Archiving and Repurposing
  
  • Reuse high-performing content in new formats (e.g., blog → video → social post)
  • Retire irrelevant or underperforming assets

Social Media and Community Engagement

• Consistent Posting
  
  • Maintain a regular cadence across active platforms
  • Balance promotional, educational, and interactive content
• Engage Proactively
  
  • Like, comment, and share relevant posts from customers and industry voices
  • Participate in relevant conversations to stay visible and trusted
• Crisis Readiness
  
  • Keep response templates and team roles updated
  • Simulate incident response scenarios quarterly to ensure preparedness

SEO and Search Result Management

• SERP Management
  
  • Track branded search results and keyword rankings regularly
  • Promote and link to positive content to maintain top positions
• Backlink Strategy
  
  • Build authority through ethical backlinking from reputable sources
  • Disavow toxic backlinks if they’re harming reputation
• Suppress Negative Results (if necessary)
  
  • Continue to publish high-quality content that can outrank or push down harmful links
  • Use media outreach and content hubs to distribute visibility

Internal Governance and Training

• Team Roles and Responsibilities
  
  • Assign dedicated roles for content, social, customer service, and reputation monitoring
• Staff Training
  
  • Educate employees on brand voice, digital conduct, and customer response protocols
  • Update teams on policy or brand guideline changes
• Policy Maintenance
  
  • Keep social media, content, and review response policies up to date

Analytics, Reporting, and Continuous Improvement

• Regular Reporting
  
  • Monthly and quarterly reports on KPIs: sentiment trends, review scores, share of voice, content performance
• Performance Analysis
  
  • Identify what’s working and what’s not — platforms, content types, engagement levels
• Strategy Refresh
  
  • Adjust goals, tactics, or messaging based on new trends, feedback, or business changes
    
    

*  360 Crue may change the tools and methods used as deemed necessary or sufficient given the specifics of each case.