Major Auto Manufacturer
Under NDA
Reputation Management
⭐ Featured
Duration
7 years
Budget
$90K/year
Difficulty
Medium
Industries
Other
Reputation Management
ORM
Monitoring
Content Creation
HR
Situation
Under NDA
Financial Damage
Budget: ₽7,200,000/year
Problem
Decades-old negative public opinion about product quality; the brand name became a byword. No official brand representatives on social networks and thematic platforms.
Tasks
- •Increase brand loyalty
- •Reduce and neutralize negative discussions
- •Monitor and analyze the information field
- •Identify and report issues to the client
Solutions
- •Monitor and analyze the brand's information field to identify crises and assess user opinion
- •Create and develop an official brand representative on priority platforms
- •Provide technical support to users via the official representative in both private messages and public forums
- •Over 100 daily dialogues with users via the official representative on social networks
- •Collect current brand issues and complex user questions and forward them to the Customer Satisfaction Center
Results
- •Neutralized over 60% of negative mentions in the brand's information field
- •Received client gratitude for quality consultations, significantly increasing brand loyalty
Financial Effect
Improved ratings and positive content led to increased sales and trust in the brand, strengthening the company's market position.
Conclusions
1
Consistent, high-quality user support can transform brand perception, even after decades of negativity.
2
Official brand presence and engagement on key platforms is critical for reputation management.
3
Proactive issue collection and feedback loops drive continuous improvement and loyalty.