A surge of negative feedback calls for a command structure, not coordination chaos. We break down how to respond: real-time monitoring, a unified position, escalation, and post-crisis analytics.
When negative sentiment escalates quickly, the biggest mistake is responding chaotically. You need a command center with pre-prepared response scenarios and a unified brand position.
Response Protocol
- Activate real-time monitoring
- Establish a unified brand position
- Prioritize and escalate by risk level
- Align with PR, Legal, and CX
- Prepare a post-crisis report