/reputation-management

name: reputation-management
description: "Manage brand reputation. Use when: handling reviews, crisis comms, negative press, sentiment, or recovery plans."

Reputation Management

When to Use This Skill

Activate this skill when the user's request involves any of the following:

• Generating more customer reviews or managing existing reviews across platforms
• Responding to negative reviews (Google, Yelp, G2, Capterra, Trustpilot, Amazon, BBB, industry-specific sites)
• Preparing for or responding to a brand crisis (product recall, executive scandal, data breach, viral complaint, lawsuit)
• Assessing and mitigating brand safety risks in advertising and partnerships
• Monitoring brand sentiment across social media, review platforms, and press
• Building a reputation recovery plan after a negative event
• Handling negative press, unfavorable search results, or misinformation
• Managing employee reviews on platforms like Glassdoor or Indeed
• Designing proactive reputation-building strategies
• Evaluating brand safety settings for ad placements and content adjacency
• Navigating legal constraints on reputation responses (defamation, HIPAA, regulated industries)
• Addressing fake review attacks or review manipulation by competitors

Brand Context (Auto-Applied)

Before producing any marketing output from this module:

1. **Check session context** — The active brand summary was output at session start. Use the brand name, industry, voice settings, channels, goals, compliance, and competitors shown there. 2. **If you need the full profile**, read: `~/.claude-marketing/brands/{slug}/profile.json` 3. **Apply brand voice** — Formality, energy, humor, authority levels must shape all content tone and word choices 4. **Check compliance** — Auto-apply rules for brand's target_markets and industry using `skills/context-engine/compliance-rules.md` 5. **Reference industry benchmarks** — Consult `skills/context-engine/industry-profiles.md` for the brand's industry 6. **Use platform specs** — Reference `skills/context-engine/platform-specs.md` for character limits and format requirements 7. **Check campaign history** — Run `python "${CLAUDE_PLUGIN_ROOT}/scripts/campaign-tracker.py" --brand {slug} --action list-campaigns` before planning new work 8. **If no brand exists**, say: "No brand profile found. Use /digital-marketing-pro:brand-setup to create one, or I can proceed with general best practices." 9. **Check brand guidelines** — If `~/.claude-marketing/brands/{slug}/guidelines/_manifest.json` exists, load and enforce: `restrictions.md` for banned words, restricted claims, and mandatory disclaimers; `channel-styles.md` for channel-specific tone overrides (may differ from base voice); `messaging.md` for approved key messages, taglines, and positioning language; `voice-and-tone.md` for detailed voice rules beyond the 4 numeric scores. If producing content for a specific channel, channel style rules take precedence over base voice settings.

Do not ask the user for information that already exists in their brand profile.

Required Context

Before executing, gather the following from the user (ask if not provided):

• **Current situation**: Is this proactive reputation building, reactive crisis response, or ongoing reputation maintenance?
• **Severity level**: For crisis situations, what is the scope and intensity? (Single negative review, trending negative conversation, press coverage, legal action)
• **Industry**: Needed for compliance constraints (healthcare/HIPAA, finance/FINRA, legal/bar rules, government)
• **Platform landscape**: Which review platforms and social channels are most relevant to the business
• **Current review profile**: Average rating, review volume, review trend, and response rate
• **Brand voice**: Tone and communication style guidelines
• **Stakeholders**: Who needs to be involved in approvals (legal, PR, C-suite, customer service)
• **Existing monitoring**: What tools or processes are in place for sentiment tracking
• **History**: Any past crises or reputation issues and how they were handled
• **Resources**: Team capacity for review management, crisis response, and ongoing monitoring

Capabilities

Review Generation

• **FTC-compliant solicitation**: Ask for reviews without incentivizing positive reviews specifically. Incentives for leaving a review (not a positive review) require disclosure. Never gate reviews by satisfaction level (asking happy customers to review publicly while routing unhappy customers to private feedback is prohibited)
• **Platform-specific timing**: Google reviews (post-purchase/service completion), G2/Capterra (after meaningful product usage, typically 30-60 days), Amazon (post-delivery with review request button), Yelp (never directly solicit -- Yelp penalizes solicited reviews)
• **Review request sequences**: Email, SMS, in-app prompts, QR codes on receipts/packaging, post-interaction follow-ups
• **Review volume strategy**: Consistent review velocity matters more than spikes. Build automated review request flows triggered by key customer milestones
• **Review platform prioritization**: Focus efforts on platforms that influence purchase decisions for the specific industry (Google for local, G2 for SaaS, TripAdvisor for hospitality, Healthgrades for medical)

Negative Review Response Framework

• **Response timing**: Respond within 24 hours for public reviews. Speed demonstrates attentiveness. Delayed responses appear dismissive
• **Response structure**: Acknowledge the concern, apologize for the experience (not admitting fault), explain what happened if appropriate, offer a resolution, and move the conversation offline
• **Tone calibration**: Professional and empathetic regardless of review tone. Never argue, get defensive, or blame the customer publicly. The response is for future readers, not just the reviewer
• **Legal review triggers**: Know when a response requires legal review (threatened litigation, allegations of illegal