CASE STUDIES
Social Listening for Brand Reputation & Safety
A Leading Financial Services company
Enterprise social listening & intelligence platforms
Objective
To build a 24/7/365 social listening and analytics engine to protect and elevate the client's brand reputation across US and international markets.
Process
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- Monitored 500+ posts daily across enterprise social listening and intelligence tools.
- Filtered and flagged negative-sentiment posts related to product, service, and customer experience issues.
- Tagged qualifying posts against a standardized, client-defined taxonomy for consistent classification.
- Delivered analyst-curated summaries and structured Excel reports on a predetermined schedule.
Challenges
- Crisis Response: Delivering rapid, deep-dive impact assessments during viral spikes and high-risk events.
- Signal vs. Noise: Isolating genuine customer sentiment from paid media and influencer-driven posts.
- Contextual Nuance: Capturing authentic sentiment and subtle context that automated AI models typically miss.
Outcome
Enabled the client's PR and communications team to respond to issues in real time with confidence, strengthening brand safety and reputation across US and international markets.
