In this week’s internet marketing podcast Andy talks to Felice Ayling, Digital Content Account Director at SiteVisibility, and the topic for discussion is online reputation and its effect on a brand. They start by chatting about how to handle negative feedback and the importance of discerning a genuine complaint from a ‘troll’. Felice then goes through some notable examples of good and bad responses to negative criticism from large companies on social media. She explains how Google doesn’t understand sentiment and will rank a search highly regardless of whether it is positive or negative. Finally, Felice gives some top tips for managing a brand’s online reputation.