A crisis watch from the morning after, then a daily read on price.
A national home-furnishings brand, through its social agency.
A social agency and its home-furnishings client
Crisis watch, reputation watch, a weekly business report, a monthly listening report, then a daily issue tracker on price
Up to twice a day at the peak, then Monday, Wednesday and Friday, then daily on price
August to October 2026, about 50 deliverables
The challenge
In late August a story about the brand blew up on social. The agency needed to know each morning whether it was cooling, where it was still hot, and what to tell the client’s leadership.
What the department delivered
- The morning after
Crisis watch
The first read came the morning after the request: an 8 AM deck and a midday follow-up, each with a recap, the data sheet and a media folder. Up to twice a day into September.
- End of August
Weekly business report
A weekly report and a one-slide board update, which fed the client’s own board and weekly business reporting.
- September
Reputation watch
Monday, Wednesday and Friday updates until the talk quieted, then a September listening report and a read of emerging customer themes.
- October
Daily issue tracker
When a price change drew a new wave of talk, a daily pricing read: a morning update and an end-of-day update, nine in the first week.
What the reports found
fewer comments a day by the end of the first week, with the negative share easing from 58.7% to 52.9% across 8,133 comments.
of the comments on the brand’s own posts were negative, 29.5 points above third-party posts: the risk left was on its own channels.
of price talk was negative in October, against 21% before the change, and shoppers with saved carts read the sale as a price rise.
What the client received
- An 8 AM crisis deck and a midday follow-up, each with a recap, the data sheet and a media folder
- A weekly business report and a one-slide board update
- Monday, Wednesday and Friday reputation updates
- A September listening report and a read of emerging customer themes
- A daily pricing read: a morning update and an end-of-day update
The outcome
The client’s board and weekly business report used the slides. The client paused the daily reads on September 25 as the story faded, then asked for a new daily watch on pricing on October 21.
The agency brought this brand to us for the same daily monitoring and summary decks it already ran with us for another of its brands.
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