Case Study: BNP Paribas achieves effective online reputation and crisis monitoring with Talkwalker

Online reputation management for banks the lessons learned from BNP Paribas

BNP Paribas, France’s largest bank, faced a major reputational crisis when U.S. authorities fined it nearly $9 billion for sanctions violations, triggering a sharp spike in online attention. Search results, reach and engagement surged—negative conversations were six times higher than before the crisis and engagement more than tripled—while sentiment split between neutral and negative overall and was notably more negative in the United States than in France.

The bank’s Communications team used Talkwalker to set up targeted search queries, filter irrelevant sources, identify key influencers and monitor sentiment by country and channel. They coordinated messaging via a press release, a CEO letter and social posts, timed personnel announcements to limit prolonged coverage, and promoted positive news (ratings confirmations, awards, investments) to replace negative results. Talkwalker’s analytics (tag clouds, influencer and sentiment filters) allowed the team to measure impact and adjust tactics in real time.

BNP Paribas

Jean-Laurent Bonnafé

Cheif Executive Officer