Today, the majority of consumers consult online reviews before making a purchasing decision or contacting a business. Bad e-reputation can therefore directly impact your turnover and your credibility. Good management allows you to control your image and turn customer feedback into opportunities. This is an aspect of our Audit & Digital Strategy.

For most SMEs in Switzerland, the key platforms are: Google Business Profile (Google My Business) for local reviews, Trustpilot (if relevant to your industry), Facebook review pages, specialized directories, and social networks in general. Forums and blogs can also be sources of information. Our experts in Lausanne are here to advise you.

It is crucial to answer quickly, courteously and professionallyThank the reviewer for their feedback, express your regret for the negative experience, avoid being defensive, and offer a concrete solution or an offline approach to resolve the issue. Properly handling a negative review can even turn it into a positive one.

He is very difficult, if not impossible, to remove legitimate negative reviews on most platforms (unless they clearly violate the terms of service: defamation, spam, etc.). The best strategy is to "drown" negative reviews with a flood of genuine positive reviews and respond properly.

You can simply ask them (at the right time, e.g. after a successful purchase or a service well provided), make it easier for them by sending them a direct link to the review platform, or set up in-store displays (QR code). Never buy fake reviews. Authenticity is key. Contact Geekworkers for a e-reputation management quote.