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Do's and Don'ts of Responding to Reviews

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Tune in for best practices on responding to Glassdoor reviews.

Kimberlea Kozachenko, Senior Leader, Talent Attraction & Acquisition at ATB
Kate Yesko, Enterprise Account Manager at Glassdoor

Published in: Recruiting & HR

Do's and Don'ts of Responding to Reviews

  1. 1. © Glassdoor, Inc. 2016 Do’s and Don’ts of Responding 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 Kimberlea Kozachenko Senior Leader, Talent Attraction & Acquisition at ATB Financial Kate Yesko Enterprise Account Manager at Glassdoor
  5. 5. © Glassdoor, Inc. 2016 agenda why respond do’s and don’ts of responding key takeaways Q&A
  6. 6. © Glassdoor, Inc. 2016 Your Employer Voice Matters
  7. 7. © Glassdoor, Inc. 2016
  8. 8. © Glassdoor, Inc. 2016 Inavero, 2015Retailing Today, 2013
  9. 9. © Glassdoor, Inc. 2016
  10. 10. © Glassdoor, Inc. 2016 Empower Your People by Embracing Transparency Glassdoor U.S. Site Survey, January 2016
  11. 11. © 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
  12. 12. © 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
  13. 13. © 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
  14. 14. © Glassdoor, Inc. 2016 ATB: How We Got Started
  15. 15. © Glassdoor, Inc. 2016 Do’s and Don’ts of" Responding to Reviews"
  16. 16. © Glassdoor, Inc. 2016 Do: Establish Your Brand Voice Use authentic, real world language Be personal and get real Address criticism in a non-defensive voice Acknowledge + and – reviews
  17. 17. © Glassdoor, Inc. 2016 Bring your company culture" to life through your review responses and connect with" your audience. ATB PRO TIP
  18. 18. © Glassdoor, Inc. 2016 Treat your reviewers as you would like to be treated. Consider: The Golden Rule
  19. 19. © Glassdoor, Inc. 2016 Do: Build a Team FORMULATE A STRATEGY OF: Who will respond Addressing by function Enlisting the help of other departments
  20. 20. © Glassdoor, Inc. 2016 Create an army" of advocates within" your company. ATB PRO TIP
  21. 21. © Glassdoor, Inc. 2016 Consider: Not Getting Overwhelmed You don’t have to do it all by yourself Don’t let negative feedback discourage you
  22. 22. © Glassdoor, Inc. 2016 View negative reviews" as an opportunity" instead of a threat. ATB PRO TIP
  23. 23. © Glassdoor, Inc. 2016 Do: 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 Be prepared. Be agile. Be authentic. ATB PRO TIP
  25. 25. © Glassdoor, Inc. 2016 Consider: Responding to Every Review Glassdoor U.S. Site Survey, January 2016
  26. 26. © Glassdoor, Inc. 2016 Do: 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
  27. 27. © Glassdoor, Inc. 2016 Clearly demonstrate to Senior Leadership that" reviews can elevate the companies people practices. Involve the entire organization in the Glassdoor experience in fun ways. ATB PRO TIP
  28. 28. © Glassdoor, Inc. 2016 Consider: Asking for Reviews
  29. 29. © Glassdoor, Inc. 2016 Key Takeaways
  30. 30. © 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
  31. 31. © Glassdoor, Inc. 2016 Kimberlea Kozachenko Senior Leader, Talent Attraction & Acquisition at ATB Financial Kate Yesko Enterprise Account Manager at Glassdoor
  32. 32. © Glassdoor, Inc. 2016

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