Social Listening & Reputation Management
What is said about a brand online affects customers' decisions no less than its campaigns: comments on social networks, discussions in forums and groups, Google reviews, articles, and now also the answers of AI engines. Most of this conversation happens outside the brand's official pages.
We monitor the conversation about the brand and its competitors, identify trends and opportunities, give early warning of problems, and build digital reputation over time: on Google, on social networks and in AI engines.
What is social listening?
Social listening is systematic tracking of what is said about the brand, its competitors and the category on social networks, news sites, forums, blogs and review sites. Beyond counting mentions, it answers questions such as: what the sentiment is, which topics come up, who leads the conversation, and what has changed compared with the previous period.
What the service includes
- ניטור המותג. Continuous tracking of mentions, sentiment and key topics across all relevant channels.
- ניטור מתחרים. What is said about competitors, what they are criticized for and where there is an opportunity for the brand, combined with CompetitorLens, our competitor research tool.
- התרעות מוקדמות. Early detection of an unusual rise in negative conversation, to respond before something turns into a crisis.
- ניהול משברים. A predefined escalation procedure, approved messages and full coordination with the spokesperson and PR.
- ניהול מוניטין בגוגל. Work on what appears when people search for the brand: official pages, quality content and a strong presence in search results.
- ביקורות ודירוגים. Tracking and responding to reviews on Google and review sites, and processes that encourage customers to share their experience.
- מוניטין במנועי AI. Checking what ChatGPT and Gemini answer when asked about the brand, using GEO Radar, and working on the sources that feed them.
- דוח תובנות. A periodic summary of conversation trends, sentiment and comparison with competitors, with recommendations for action.
How we work
- הגדרה. Together we define the brand, competitors, topics and channels to track.
- תמונת מצב. Analysis of the existing conversation: topics, sentiment, leading voices and comparison with competitors.
- נהלים. We set alert thresholds, an escalation procedure and who responds to what.
- ניטור שוטף. Continuous tracking and alerts, with a coordinated response when needed.
- שיפור המוניטין. Content, presence on Google and in AI engines, and responding to reviews, according to what the monitoring reveals.
- דיווח. A periodic report with trends, insights and recommendations.
Social listening, reputation management and crisis management: what's the difference?
| Social listening | Reputation management | Crisis management | |
|---|---|---|---|
| The goal | Understand what is said about the brand and its competitors | Build a positive, stable image | Limit damage when something goes wrong |
| Time frame | Continuous | Months and years | Hours and days |
| Main actions | Tracking, analysis and alerts | Content, search, reviews and AI engines | Escalation procedure, messages and coordinated response |
| The outcome | Insights and reports | A strong digital presence | A fast, consistent response |
The three work best together: monitoring detects, reputation management builds over time, and the crisis procedure is ready in advance for when it's needed.
Why monitor competitors too?
The conversation about competitors is one of the best sources of insight: what their customers complain about, what they like, and which promises aren't kept. Connecting this to competitor research and message testing makes it possible to identify gaps the brand can capture and build messages that answer what the audience is really saying.
Read more: Brand debt: the hidden cost of AI in advertising
Frequently asked questions
What is social listening?
Systematic tracking of what is said about the brand, its competitors and the category on social networks, news sites, forums and review sites, including analysis of sentiment, topics and trends over time.
What is online reputation management?
Ongoing work on the brand's image in digital channels: what appears when you search for it on Google, what is written about it in reviews and on social networks, and what AI engines answer about it. The goal is for the information to be accurate, up to date and positive.
Can negative content be removed from Google?
In most cases content can't be removed just because it is negative. The main approach is to strengthen accurate, quality content, respond to the point and address the problem that caused the criticism.
How do you identify a crisis before it erupts?
Through continuous monitoring and predefined alert thresholds, such as a sharp rise in mentions or negative conversation. Early warning gives time to check, coordinate and respond before the topic reaches broad audiences or the media.
Does the monitoring include competitors too?
Yes. Competitor monitoring is part of the service, and is combined with CompetitorLens, our competitor research tool, to identify gaps and opportunities in the category.
ראו גם: Social Media Management · AI Search Optimization (GEO/AEO) · Organic Search (SEO) · Technology & Tools
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