There are different strategies that you could take in order to be on top of things, but you should have a variety of different techniques in order to be more efficient. Your first step is to set up some kind of an alert that will notify you when there is anything circulating the internet that involves your brand name. Negative content involving your name is something that you want to be on top of, do not ignore the situation because this will only make matters worse.
Customers have the right to voice their opinion, let them. If they have negative comments to say about your brand name do not over react. Try to get down to the root of the problem and fix it. You could take the positive approach when dealing with frustrated customers because this indicates that there are areas that you could improve in.
Just as there are negative reviews there are also positive ones as well. The best way to receive positive reviews is to encourage your customers to say so, but also give them an unbelievable customer experience. The best way to get a customer to write a positive review is for them to go through an experience that is worth mentioning about. A simple mediocre experience will not do the job, keep that in mind.
As mentioned above, the way you respond to negative reviews is vital. Deciding to ignore negative reviews will be detrimental to your business because it indicates that you do not care about your customers. Make sure that you do not give off this type of vibe. Take a deep breath, clear your mind, and do not overreact when it comes to responding to negative reviews.