Successful brand management requires a comprehensive, omnichannel strategy. The first step in brand reputation management is monitoring all customer feedback in real-time: this includes review sites, social channels, and customer satisfaction surveys. Negative feedback shared publicly can have immediate consequences, and while survey scores are for internal purposes, low scores mean there is a higher chance of the respondent spreading negative word-of-mouth after their experience with your business.Monitoring feedback only makes an impact if you take action on it. Respond to customer concerns quickly to provide helpful information and solve problems before they become problems.Positive feedback should also be managed diligently: happy customer voices are the most powerful marketing tool. Share positive testimonials on your company website and social channels to give prospective customers social proof of your brand’s credibility.