Case Study 1: Reputation Crisis (Intl CPG Brand)

For discretional purposes, we have not included the client’s name or pertinent details.

Project Details

This international food and beverage brand required a geo-specific resolution for online reputation damage. We were able to enhance public perception by expunging negative links from Google’s search engine results page, adding fresh positive content to earn valuable real estate on the first page of Google, and executing a reviews building campaign.

We gained ownership of all social media channels and third-party directory listings to control the flow of information, while media monitoring and mitigating issues by providing timely, consistent, fact-based information. By establishing a new customer service protocol to resolve issues, we were able to improve response times and sentiment by over 50%.

Before

• Worried about continued exposure and organizational risk.

• Leadership unsure how to respond.

During

• Crisis communications planning.

• Identified vulnerabilities before they became public problems.

• Created messaging frameworks for different scenarios.

After

• Client felt prepared rather than fearful.

• Faster, calmer responses when issues arose.

• Reduced reputational damage.

• Stronger trust with audiences and stakeholders.