Brand Mention Monitoring

Daily digest with classified mentions, engagement actions taken, escalations sent. Weekly brand mention report with sentiment trends and patterns.

Before you start

Pull daily mention digest — Each morning, pull mentions from the last 24 hours. Filter out irrelevant matches (e.g., common-name false positives). Group by source: news, social, review sites, blogs.
Classify each mention — Tag: positive (advocate, customer success), neutral (factual mention), negative (complaint, criticism), and high-impact (large following or influential publication). Each gets a different response.
Engage positive mentions — Like, reply with a thank-you, or amplify (share, quote-tweet). Don't be sycophantic — genuine engagement. If the mention came from a customer, log in CRM as a positive signal.
Address negative mentions — Reply within 4 hours during business hours. Acknowledge, take the conversation private when possible, and offer concrete help. Don't argue publicly — even when right. Negative mentions handled well become positive stories.
Route high-impact mentions — If a major publication mentions the brand or an influencer with large following posts, alert leadership in real-time. High-impact mentions deserve a personalized response from a senior team member, not a generic reply.
Track patterns and report weekly — Aggregate: mention volume, sentiment ratio, top sources, recurring themes. Patterns reveal: what's resonating, what's recurring as a complaint, what brand language is common. Weekly report to marketing leadership.

4-hour SLA. If you can't acknowledge in 4 hours, the monitoring isn't staffed correctly. Public complaints compound when ignored.

Engage genuinely. If you don't have something specific to say, don't reply. Generic 'Thanks!' replies are noise.

Refine query rules: add NOT clauses, narrow geo, add brand name combinations. Quality of feed matters more than volume.