Client Reputation Monitoring

Know what people say about your client across 50+ sources. This playbook shows how to set up continuous monitoring, configure alerts, and respond to mentions proactively.

What this playbook does

Walks you through setting up ongoing reputation monitoring for any client — from configuring auto-scans and alerts, to tracking sentiment trends, to building a response workflow for negative mentions.

Who it's for

PR teams, brand managers, customer success teams, and agencies managing client reputations.

Step-by-step workflow

1. Set up your client — Go to Clients → Add Client. Enter the company name and website. MentionFox auto-fills industry, description, and competitors.
2. Configure monitoring topics — Add the client name, product names, key people names, and common misspellings. The more variations, the fewer mentions you'll miss.
3. Choose monitoring platforms — Select platforms where your client's audience is active. For B2B: Reddit, Twitter, Quora, G2, LinkedIn. For B2C: Instagram, TikTok, YouTube, Trustpilot, Yelp.
4. Enable auto-scans — Go to the client detail page → Client Scan Settings. Set daily or weekly auto-scans to run continuously without manual intervention.
5. Configure alerts — Set up email notifications for negative mentions so you can respond quickly. Use Slack integration for real-time alerts.
6. Review and categorize — Check scan results regularly. Categorize mentions: positive (amplify), neutral (monitor), negative (respond), competitive (track).
7. Track sentiment trends — Use the Analytics tab on the client page to see sentiment trends over time. Spot patterns: is sentiment improving or declining? Which platforms have the most negative mentions?
8. Build response workflows — For negative mentions: acknowledge the issue, respond publicly if appropriate, escalate internally if needed. For positive mentions: save as testimonials, share on social, include in reports.

Pro tips

• Set up separate auto-scans for the client name and competitor names to track share of voice
• Weekly sentiment reports to clients demonstrate ongoing value and justify retainers
• Catch negative trends early — a sudden spike in negative mentions can indicate a product issue or PR crisis

Related resources

• Full case studies: Brand Monitoring Case Studies
• Crisis response: Crisis Management Playbook
• Review tracking: Review Site Scans Guide

Quick steps

1. Add your client to the Clients page with their name, website, and key details
2. Configure monitoring topics: company name, products, key people, common misspellings
3. Choose platforms where the client's audience is most active
4. Enable daily or weekly auto-scans from Client Scan Settings
5. Set up email/Slack alerts for negative mentions
6. Review and categorize mentions: amplify positive, respond to negative, track competitive
7. Monitor sentiment trends over time in the Analytics tab