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Do’s and Don’ts of Responding to Reviews

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Webinar Tips for Attendees

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Featured Speakers

Kimberlea Kozachenko Senior Leader, Talent Attraction & Acquisition

at ATB Financial

Kate Yesko Enterprise Account Manager

at Glassdoor

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agenda

why respond

do’s and don’ts of responding

key takeaways

Q&A

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Your Employer Voice Matters

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© Glassdoor, Inc. 2016

Inavero, 2015 Retailing Today, 2013

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© Glassdoor, Inc. 2016

Empower Your People by Embracing Transparency

Glassdoor U.S. Site Survey, January 2016

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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

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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

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Already Participating? Spot Trends With Built-In Tools

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

•  Department

•  Location

•  Date

•  Rating

•  Popular

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ATB: How We Got Started

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Do’s and Don’ts of "Responding to Reviews "

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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

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Bring your company culture"

to life through your review

responses and connect with"

your audience.

ATB PRO TIP

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Treat your reviewers as you would like to be treated. Consider: The Golden Rule

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Do: Build a Team

FORMULATE A STRATEGY OF: Who will respond

Addressing by function

Enlisting the help of other departments

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Create an army"

of advocates within"

your company.

ATB PRO TIP

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Consider: Not Getting Overwhelmed

You don’t have to do it all by yourself

Don’t let negative feedback discourage you

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View negative reviews"

as an opportunity"

instead of a threat.

ATB PRO TIP

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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

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Be prepared.

Be agile.

Be authentic.

ATB PRO TIP

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Consider: Responding to Every Review

Glassdoor U.S. Site Survey, January 2016

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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

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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

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Consider: Asking for Reviews

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Key Takeaways

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Key Takeaways

Be personal and authentic

Assign responsibility

Respond in a consistent manner

Implement feedback and make changes

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2

3

4

© Glassdoor, Inc. 2016

Kimberlea Kozachenko Senior Leader, Talent Attraction & Acquisition

at ATB Financial

Kate Yesko Enterprise Account Manager

at Glassdoor

© Glassdoor, Inc. 2016