Best practices for responding to Glassdoor reviews. Angela Mancuso, Chief People Officer at Pampered Chef Dominique Sorresso, Senior Account Manager at Gla

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5 Ways Enterprise Companies Can
Respond to Reviews
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Webinar Tips for Attendees

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Featured Speakers
Angela Mancuso
Chief People Officer
at Pampered Chef
Dominique Sorresso
Senior Account Manager
at Glassdoor

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agenda
why respond
5 ways to tackle your reviews
key takeaways
Q&A

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Your Employer Voice Matters

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Pampered Chef: How We Got Started

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Inavero, 2015Retailing Today, 2013

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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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5 Ways to Tackle"
Your Reviews

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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!”

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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.

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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

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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

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Tip 2: Build a Team
FORMULATE A STRATEGY OF:
Who will respond
Addressing by function
Enlisting the help of other departments

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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

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Pro Tip: Don’t Get Overwhelmed
You don’t have to do it all by yourself
Don’t let negative feedback discourage you

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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

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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

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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

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Tip 4: Consider Responding to Every Review
Glassdoor U.S. Site Survey, January 2016

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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

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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

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Pro Tip: Ask 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
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Angela Mancuso
Chief People Officer
at Pampered Chef
Dominique Sorresso
Senior Account Manager
at Glassdoor

33. © Glassdoor, Inc. 2016