Flight and Hotel Booking Platform
Under NDA
Reputation Management
Duration
4 years
Budget
$59K/year
Difficulty
Easy
Industries
Other
Reputation Management
ORM
Monitoring
Content Creation
HR
Situation
Under NDA
Financial Damage
Budget: ₽4,751,400/year
Problem
Negative information field around the brand in Russia, Ukraine, Kazakhstan, and Belarus. Customer dissatisfaction due to non-refunded ticket purchases.
Tasks
- •Work with negativity in search results
- •Support brand advocates in official company social networks
- •Work with recommendation platforms to increase ratings
- •Find bloggers and work with blogs to increase company awareness
- •Collaborate with the client's call center to resolve complex cases
Solutions
- •Regular monitoring and analytics of the information field around the brand
- •Track and process all relevant mentions of the company as an official representative to neutralize negativity
- •Form a community of brand advocates and involve them in neutralizing negativity
- •Write and publish articles on thematic channels like Yandex.Zen
- •Guerrilla marketing to increase brand awareness in social networks
Results
- •Ratings on recommendation platforms increased from 2.5 to 4.0*
- •Share of positivity grew from 25% to 42%, negativity decreased by 25%
Financial Effect
Improved ratings and positive content led to increased sales and trust in the brand, strengthening the company's market position.
Conclusions
1
Community engagement and advocacy are powerful tools for reputation recovery.
2
Proactive monitoring and official responses help reduce negativity and increase ratings.
3
Guerrilla marketing and blogger outreach can boost brand awareness in multiple countries.