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5 Ways Enterprise Companies Can Respond to Reviews

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Best practices for responding to Glassdoor reviews.

Angela Mancuso, Chief People Officer at Pampered Chef
Dominique Sorresso, Senior Account Manager at Gla

Published in: Recruiting & HR
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5 Ways Enterprise Companies Can Respond to Reviews

  1. 1. © Glassdoor, Inc. 2016 5 Ways Enterprise Companies Can Respond to Reviews Glassdoor is a registered trademark of Glassdoor Inc.
  2. 2. © Glassdoor, Inc. 2016 •  Audio is streaming over the web. •  Please make sure your speakers are turned on and turned up. •  All lines are muted to avoid background noise. •  Please submit questions using the Q&A tab in the lower left corner of your window. " Webinar Tips for Attendees
  3. 3. © Glassdoor, Inc. 2016
  4. 4. © Glassdoor, Inc. 2016 Featured Speakers Angela Mancuso Chief People Officer at Pampered Chef Dominique Sorresso Senior Account Manager at Glassdoor
  5. 5. © Glassdoor, Inc. 2016 agenda why respond 5 ways to tackle your reviews key takeaways Q&A
  6. 6. © Glassdoor, Inc. 2016 Your Employer Voice Matters
  7. 7. © Glassdoor, Inc. 2016 Pampered Chef: How We Got Started
  8. 8. © Glassdoor, Inc. 2016
  9. 9. © Glassdoor, Inc. 2016 Inavero, 2015Retailing Today, 2013
  10. 10. © Glassdoor, Inc. 2016
  11. 11. © Glassdoor, Inc. 2016 Empower Your People by Embracing Transparency Glassdoor U.S. Site Survey, January 2016
  12. 12. © Glassdoor, Inc. 2016 Share Your Side of the Story Harris Interactive Survey for Glassdoor, 2015 Glassdoor U.S. Site Survey, August 2016 Glassdoor U.S. Site Survey, August 2016
  13. 13. © Glassdoor, Inc. 2016 Just Getting Started? " Sign Up for a Free Employer Account •  Set up " company alerts •  Invite colleagues " to respond •  Flag reviews •  Monitor your reputation •  Identify areas for improvement
  14. 14. © Glassdoor, Inc. 2016 Already Participating? Spot Trends With Built-In Tools •  Traffic to your page •  Word clouds •  Filter responses by: •  Department •  Location •  Date •  Rating •  Popular
  15. 15. © Glassdoor, Inc. 2016 5 Ways to Tackle" Your Reviews
  16. 16. © Glassdoor, Inc. 2016 Tip 1: Establish Your Brand Voice Use authentic, real world language Be personal and get real Address criticism in a non-defensive voice Acknowledge + and – reviews Say “thank you!”
  17. 17. © Glassdoor, Inc. 2016 Tip 1: Establish Your Brand Voice WARM, CONFIDENT, AUTHENTIC Partner with Corporate Communications Always have another set of eyes review Understand you CAN’T always respond to every part of a review Be honest What are the main critiques in the review? Address those and keep it simple.
  18. 18. © Glassdoor, Inc. 2016 Negative Review and Our Response WHY IT WORKS Honest that we like feedback Confidence – here is where you can really find out what people are saying Empathy – we want to know how you feel – come talk to us
  19. 19. © Glassdoor, Inc. 2016 Positive Review and Our Response WHY IT WORKS Authentic: Admission that we are going through change Confidence: We have an optimistic future Collaborative: WE are focused Close with gratitude
  20. 20. © Glassdoor, Inc. 2016 Tip 2: Build a Team FORMULATE A STRATEGY OF: Who will respond Addressing by function Enlisting the help of other departments
  21. 21. © Glassdoor, Inc. 2016 Tip 2: Build a Team Pick an Owner We share reviews among leaders of each area We share reviews consistently with Officer team We address within our Talent Acquisition team
  22. 22. © Glassdoor, Inc. 2016 Pro Tip: Don’t Get Overwhelmed You don’t have to do it all by yourself Don’t let negative feedback discourage you
  23. 23. © Glassdoor, Inc. 2016 Tip 3: Plan a Response Cadence Make sure responding is part of at " least one team member’s responsibility Curate template responses you can tweak/add
  24. 24. © Glassdoor, Inc. 2016 Tip 3: Plan a Response Cadence Receive review notifications and respond " within 7-10 business days Partnership with Corporate Communications, " CEO and Senior Leadership team CPO Responsibility Our responses have alignment with our " strategy and core values
  25. 25. © Glassdoor, Inc. 2016 Tip 3: Plan a Response Cadence CONSISTENCY WITH OUR RESPONSES: Stay true to why we took actions in to support our strategy Reinforce consistent themes in our responses: •  Change is hard •  New Culture •  High Expectations •  Reinventing the company •  Driving results for our " customers and consultants
  26. 26. © Glassdoor, Inc. 2016 Tip 4: Consider Responding to Every Review Glassdoor U.S. Site Survey, January 2016
  27. 27. © Glassdoor, Inc. 2016 Tip 5: Implement a Feedback Loop Share interview feedback with hiring teams Consolidate trends to shed light on " areas for improvement Use Glassdoor data to measure and inform " engagement programs
  28. 28. © Glassdoor, Inc. 2016 Tip 5: Implement a Feedback Loop April 2016 Today Glassdoor Average Overall 3.4 3.6 3.2 Culture & Values 3.4 4.0 3.2 Work/Life Balance 3.5 3.8 3.3 Senior Management 2.9 3.5 2.9 Compensation & Benefits 3.1 3.5 3.2 Career 3.0 3.6 3.0 Recommend a Friend 58% 69% 57.5% CEO Approval 63% 83% 68.8% Positive Outlook 46% 60% 39.2% Current Employee 3.6 4.0 3.4 Former Employee 2.5 2.2 2.9
  29. 29. © Glassdoor, Inc. 2016 Pro Tip: Ask for Reviews
  30. 30. © Glassdoor, Inc. 2016 Key Takeaways
  31. 31. © Glassdoor, Inc. 2016 Key Takeaways Be personal and authentic Assign responsibility Respond in a consistent manner Implement feedback and make changes 1 2 3 4
  32. 32. © Glassdoor, Inc. 2016 Angela Mancuso Chief People Officer at Pampered Chef Dominique Sorresso Senior Account Manager at Glassdoor
  33. 33. © Glassdoor, Inc. 2016

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