Knowledge To Action

Reputation Management

In today’s connected and transparently social world, how do you identify and manage negative PR?

This is what the global market leading Financial Trader training and coaching company Knowledge To Action needed to know when they were exposed to a considerable amount of discussion on the Internet in forums, message boards and social sites.

The Challenge?

Knowledge To Action knew they had a poor reputation, the top organic search terms were all related to negative PR, but how exposed and how they should best deal with this feedback was an anathema to them. They needed to know how bad and how deep were the negative comments and how to respond.

What did Net Natives do?

First we used our tools and understanding of the framework and nature of forums, blogs, social media and online sites to identify the where, whys and whats for the negative comments. We then created an audit of exposure to scope and understand the landscape.

We then came up with relevant solutions to identify, address and engage with the comments based on our detailed recommendations.

The Result?

Whilst we can never stop disgruntled customers, we were able to highlight the reasons for the negativity, provide strategies for engagement and reduce the poor PR.

From our recommendations, there is now a sustainable strategy for ongoing engagement, a dedicated complaints procedure and positive top 2 organic listing in Google for their search term.

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