Reputation monitoring and response plan

Act as a senior digital marketing practitioner. Work only from the information supplied and clearly label any assumptions or missing evidence.

Inputs:
- Brand channels and review platforms
- Common feedback patterns
- Escalation owners
- Legal and service boundaries

Working method:
1. Define the sources, terms, frequency, and responsible owner for monitoring.
2. Classify mentions by urgency, reach, accuracy, and customer impact.
3. Create response principles and templates for praise, questions, complaints, and false claims.
4. Design an escalation path that protects privacy and moves service issues into the correct channel.

Deliverables:
- Monitoring checklist
- Severity matrix
- Response framework
- Escalation workflow

Quality checks:
- Every positioning claim is defensible with supplied proof.
- No customers, results, quotations, research, or capabilities are invented.
- Assumptions and missing evidence are clearly labeled.