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© Glassdoor, Inc. 2016
5 Ways Enterprise Companies Can Respond to Reviews Glassdoor is a registered trademark of Glassdoor Inc.
© Glassdoor, Inc. 2016
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Webinar Tips for Attendees
© Glassdoor, Inc. 2016
© Glassdoor, Inc. 2016
Featured Speakers
Angela Mancuso Chief People Officer at Pampered Chef
Dominique Sorresso Senior Account Manager
at Glassdoor
© Glassdoor, Inc. 2016
agenda
why respond
5 ways to tackle your reviews
key takeaways
Q&A
© Glassdoor, Inc. 2016
Your Employer Voice Matters
© Glassdoor, Inc. 2016
Pampered Chef: How We Got Started
© Glassdoor, Inc. 2016
© Glassdoor, Inc. 2016
Inavero, 2015 Retailing Today, 2013
© Glassdoor, Inc. 2016
© Glassdoor, Inc. 2016
Empower Your People by Embracing Transparency
Glassdoor U.S. Site Survey, January 2016
© 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
© 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
© 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
© Glassdoor, Inc. 2016
5 Ways to Tackle "Your Reviews
© 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!”
© 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.
© 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
© 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
© Glassdoor, Inc. 2016
Tip 2: Build a Team
FORMULATE A STRATEGY OF: Who will respond
Addressing by function
Enlisting the help of other departments
© 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
© 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
© 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
© 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
© 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
© Glassdoor, Inc. 2016
Tip 4: Consider Responding to Every Review
Glassdoor U.S. Site Survey, January 2016
© 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
© 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
© Glassdoor, Inc. 2016
Pro Tip: Ask for Reviews
© Glassdoor, Inc. 2016
Key Takeaways
© Glassdoor, Inc. 2016
Key Takeaways
Be personal and authentic
Assign responsibility
Respond in a consistent manner
Implement feedback and make changes
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© Glassdoor, Inc. 2016
Angela Mancuso Chief People Officer at Pampered Chef
Dominique Sorresso Senior Account Manager
at Glassdoor
© Glassdoor, Inc. 2016