5 Ways Enterprise Companies Can Respond to Reviews

© Glassdoor, Inc. 2016

5 Ways Enterprise Companies Can Respond to Reviews Glassdoor is a registered trademark of Glassdoor Inc.


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Webinar Tips for Attendees



Featured Speakers

Angela Mancuso Chief People Officer at Pampered Chef

Dominique Sorresso Senior Account Manager

at Glassdoor


agenda

why respond

5 ways to tackle your reviews

key takeaways

Q&A


Your Employer Voice Matters


Pampered Chef: How We Got Started



Inavero, 2015 Retailing Today, 2013



Empower Your People by Embracing Transparency

Glassdoor U.S. Site Survey, January 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


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


Already Participating? Spot Trends With Built-In Tools

•  Traffic to your page •  Word clouds •  Filter responses by:

•  Department

•  Location

•  Date

•  Rating

•  Popular


5 Ways to Tackle "Your Reviews


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!”


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.


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


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


Tip 2: Build a Team

FORMULATE A STRATEGY OF: Who will respond

Addressing by function

Enlisting the help of other departments


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


Pro Tip: Don’t Get Overwhelmed

You don’t have to do it all by yourself

Don’t let negative feedback discourage you


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



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



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


Tip 4: Consider Responding to Every Review

Glassdoor U.S. Site Survey, January 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


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


Pro Tip: Ask for Reviews


Key Takeaways


Key Takeaways

Be personal and authentic

Assign responsibility

Respond in a consistent manner

Implement feedback and make changes

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Angela Mancuso Chief People Officer at Pampered Chef

Dominique Sorresso Senior Account Manager

at Glassdoor


Recruiting & HR

5 Ways Enterprise Companies Can Respond to Reviews