Rebuilding Trust & Reducing Negative Sentiment
Following a period of rapid change and acquisition-related transitions, Nestaway was facing a surge of negative sentiment across public platforms like Google, Reddit, Quora, and LinkedIn. This wasn’t just a reputation issue — it was actively impacting trust, organic discovery, and booking intent. The challenge was to address the root causes of dissatisfaction while restoring confidence in the brand, publicly and credibly.
I led a focused reputation recovery effort, starting with a clear audit of where negativity was coming from and why it was gaining traction. Patterns emerged quickly — unresolved customer issues, outdated narratives, and one-sided conversations were shaping perception far more than the current product reality.
Based on this, I defined and drove a targeted ORM and PR approach. The focus wasn’t to suppress criticism, but to respond with transparency, speed, and accountability. We corrected misinformation, acknowledged genuine issues openly, and ensured real customer resolutions were visible — while proactively sharing progress, improvements, and customer wins through the right channels.
Over time, this shifted the conversation. Negative sentiment across key platforms reduced by 95%, helping restore trust and credibility. As confidence returned, we saw a corresponding lift in organic traffic and a steady increase in bookings — reinforcing that reputation, when handled thoughtfully, is a growth lever, not just a risk.
Rebuilding Trust & Reducing Negative Sentiment
Following a period of rapid change, Nestaway was facing heightened negative sentiment across public platforms, impacting trust, organic discovery, and booking intent. Addressing this required a visible, credible response across the channels where conversations were actually happening.
I led a focused reputation recovery effort across consumer forums, Google reviews, Reddit, Quora, and social platforms, supported by targeted digital PR. The approach centered on transparency and accountability — auditing the sources of negativity, responding to genuine concerns, correcting misinformation, and ensuring real customer resolutions were publicly visible. Alongside this, we proactively shared product improvements and customer wins through the right media and community touchpoints.
Over time, this shifted the conversation. Negative sentiment reduced by 95%, trust and credibility improved across platforms, and we saw a corresponding lift in organic traffic and bookings — reinforcing reputation as a meaningful driver of growth.