how to master the art of responding to reviews

© Glassdoor, Inc. 2016

How to Master the Art of Responding to Reviews

Glassdoor is a registered trademark of Glassdoor Inc.


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Featured Speakers

Aaron Szenyes Program Manager

at GoDaddy

Molly McKinstry Sales Manager, Enterprise Account

Management at Glassdoor

Lamar Daniels Head of Employment Brand

at GoDaddy


agenda

why respond

pro tips

conversation spotlight: GoDaddy

Q&A


Your Employer Voice Matters


Inavero, 2015 Retailing Today, 2013


Glassdoor User Survey, 2014


Source: Edelman Global Trust Barometer Survey, 2015

Although friends and family are still the most trusted source (72%), "content provided by employees is the"

#2 most trusted sourceof information on a company.1

Job Seekers Want to Hear Everyone’s Perspective


80%

Your Reputation Transcends Employees and Candidates

Source: Edelman 2015 Trust Barometer, January 2015

63% & of consumers refuse to buy products and

services from a company they do not trust of consumers choose to buy products

from a companies they trust

while 58% will criticize that"organization to a friend or colleague.

and 68% will recommend those"companies to a friend.


Share Your Side of the Story

Glassdoor U.S. Site Survey, January 2016

Glassdoor U.S. Site Survey, January 2015

American Lifestyle 2015, Mintel, June 2015


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


Pro Tips for "Responding to Reviews "

and Doing It Well


Pro Tip 1: Set Guidelines

Determine your brand voice

Enlist the help of your marketing team

Address criticism in a non-defensive voice

Acknowledge + and – reviews

As a leadership team, determine: •  Criteria for responding •  How to prioritize responses


Pro Tip 2: Assign Responsibility – It Takes a Team!

DETERMINE: Who will respond

•  Address by function

•  Enlist the help of other department leaders to divide and conquer

Cadence for monitoring

Curate template responses you can tweak/add


Pro Tip 3: 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


Why is Glassdoor Important?


Glassdoor – The Numbers | August 2015

•  408 Approximately Reviews Prior to 8/15

•  Only 26 Answered Reviews Prior to 8/15 •  <7% Overall Response Rate


Why Should “we” Respond

Top talent does not want to work for a company that does "not care about their employees

Your employees desire acknowledgement of their opinions, they want their voice to be heard

60% of our job seekers are checking Glassdoor prior "to accepting an offer

Authenticity and transparency will champion your brand

Brand can be significantly impacted, positively and negatively

Job seekers in many cases are 10X more likely to review "a positive comment than a negative one

GODADDY’S TOP 6 REASONS WE BEGAN RESPONDING TO ALMOST ALL REVIEWS


Glassdoor – The Numbers | November 2016

•  310 reviews since team creation (8/15) •  241 Customer Care Center Reviews •  69 Technical/Corporate Reviews

•  88% Overall Response Rate


Where Do I Even Begin…


How Do “we” Get the Business to Support?

•  Seek out the who’s who stakeholders and leadership

•  Leadership must know and accept this as part of their responsibilities

•  Designate a champion, like our “Aaron”, who can be assertive "with leadership

•  Remember to clarify with teams/people know exactly what you are "asking of them

ESTABLISH BUY-IN



•  Establish a game plan and organize weekly/monthly/daily communications

•  Create a scorecard or reports so you have a baseline, and will also call out any areas lacking the desired outcome

•  Establish goals or milestones to hit as a company or department

METHOD TO THE MADNESS



•  Follow Up! If reviews are not responded to in a timely matter, call it out (Remember you have leadership buy-in!)

•  Scorecard. Scorecard. Scorecard! Call out the slackers! Make sure leadership is practicing what they preach

•  Aim for the top and when you arrive, keep climbing

KEEP YOUR EYE ON THE TARGET


Employee Sentiment


Ask Employees to Share Their Feedback

•  Give your employees the power "to share their feedback

•  Provide them with content to share "on various social platforms

TO BRAG.PERMISSION

Review us on GlassDoor.com and tell the world how much you love your job.

Then visit x.co/beheard and let us know how we can make it even more awesome via UserVoice.

Finally, a place where you can say, “My job is better than yours.” Boom.


Aaron Szenyes Program Manager

at GoDaddy

Molly McKinstry Sales Manager, Enterprise Account

Management at Glassdoor

Lamar Daniels Head of Employment Brand

at GoDaddy

how to master the art of responding to reviews

Recruiting & HR