He Said, She Said, Who Said?

Nothing hurts a brand like negative press and misinformation. Unhappy customers and uninformed individuals can put a verbal blemish on your product or service, but who's monitoring the channels?

As a brand, whether you offer products or services, it's vital that you keep track of what is being said, whether you are online or not, because "gossip" can cost you both reputation and customers. It's sad when a reputation is tarnished by the sheer lack of understanding, but made even more painful when there is a lack of representation to stand up for answer the things being said.

What do you do with your brand when you hear negative talk? Do you constructively approach it? Do you immediately lash out, hoping to diffuse the situation? Or do you simply remain unawares of what's being said?

I'm curious to know what methods you use to protect your brand, how you choose to approach both negative and positive chatter on the various networks you monitor.

Photo Credit lunae