In today’s always-on digital world, it's well known that brands don’t just receive reviews, comments, and complaints. They’re watched for how they respond to them, and this is more important than ever before, as consumers grow skeptical of polished marketing, AI-generated content, and brand promises.

This session will take you through how to ensure your brand strategy reflects online engagement that builds a trusted community. Embrace the chaos of comment sections and review platforms, using authenticity, consistency, and a little humor to disarm critics and build long-term loyalty.

Packed with a few spicy real-world examples of successful creative and quiet engagement strategies, you'll be shown how even the angriest post can become a golden opportunity. Understand why every single review matters (yes, even that one), why bots don’t cut it, and how a consistent brand voice—carried by real humans—can turn digital friction into connection. 

This talk is perfect for marketing leaders who've ever thought, ""Should I reply to this...?"" Because the answer is inevitably: YES. 

After this session, you’ll be able to: 

- Implement proven strategies for responding to angry or negative comments with empathy, wit, and professionalism, turning critics into fans that impact your bottom line.
- Incorporate the psychology of strategic responses - why thoughtful engagement with controversy, criticism, and cultural moments builds trust, and how silence can hurt it - into your brand strategy.
- Maintain a consistent brand voice across platforms while still sounding human.