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How to Respond to Negative Reviews on Glassdoor

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How to Respond to Negative Reviews on Glassdoor


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Webinar Tips for Attendees You can connect to audio using your computer’s microphone and speakers. Or, you may select “Use Telephone” after joining the Webinar. All lines will be muted to avoid background noise. You can ask questions at any time by typing them into the Questions Pane.


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Shay Berry Senior Manager, Marketing Programs @shayberryGD Featured Speaker


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#GDChat


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Agenda You Brand is In Reviews Bad Reviews Aren’t Bad for Business Get Started Who Should Respond? 5 Tips for Responding to Reviews Q&A


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What is an Employer Brand?


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“Your brand is what other people say about you when you’re not in the room.” Jeff Bezos – Founder & CEO, Amazon.com


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Would current employees recommend your organization to a friend? What are job seekers saying about you on social? What is your company rating on Glassdoor? Ask Yourself…


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Your Brand is Already On Glassdoor


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Today’s Candidate Behavior 10 83% of recruiters describe today’s talent market as candidate-driven. Candidates are wary of employer messages. Employees are 3X more credible than the CEO when talking about work conditions. 75% turn to peers before making their own decisions about a brand. Innovation and the Earned Brand, Edelman, 2015 Trust Barometer, Edelman, 2014 Recruiter Sentiment Study, MRINetwork, 2014


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11 Join the Conversation


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Respond to Feedback: Embrace. Share. Summarize. 1 2 3 Embrace Transparency Share What Makes You Unique Get Executive Support 3 Steps to Make Your Company Stronger:


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say that it’s important to work for a company that embraces transparency 96% of job seekers Source: Glassdoor U.S. Site Survey, October 2014


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Opower Response Dec 8, 2014 – Employer Brand Manager Thanks for the review and diving into our company culture. It’s nice to hear you are feeling this way – and you are right about the conference rooms! Good thing we’re heading to a much larger office space in May. Less 69% Bad Reviews Are Good for Business of Glassdoor members agree their perception of a company improves after seeing an employer respond to a review Source: Glassdoor User Survey, 2014


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You may want to write your response in a Word document first so you can spellcheck and edit it until you are pleased with the final product. Before You Respond


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Your title will appear when you respond to reviews as a company representative, so make sure your title is correct in the Employer Center. Before You Respond


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Who Should Respond? Anyone at your company who is in a position to speak on your behalf. EXAMPLES: CEO, HR, PR OR MARKETING PROFESSIONALS


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How Often Should I Respond? of job seekers find employer perspective useful when learning about jobs and companies. 90% RESPOND PROMPTLY BUILDS TRUST WITH CANDIDATES Source: Glassdoor U.S. Site Survey, October 2014


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5 Tips to Follow When Responding to Negative Reviews


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Tip No. 1: Be Professional BE THE BIGGER PERSON


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Case Study: Chipotle


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Tip No. 2: Say Thank You TAKE ACTION AND LISTEN


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Case Study: Zillow


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Tip No. 3: Address Specific Issues DON’T SHY AWAY FROM AUTHENTICITY


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Case Study: 1-800 Contacts


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Tip No. 4: Be Authentic LET CANDIDATES KNOW THE REAL “YOU”


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Case Study: loanDepot


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Tip No. 5: Utilize Reviews to Fix Problems NO COMPANY IS PERFECT


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Case Study: Lithium Technologies


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Action Plan


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Solicit Feedback: Tips Get recruiters to include a “Check us out on Glassdoor!” badge with their email signatures Ask new hires to submit reviews after their onboarding Send company-wide emails encouraging employees to offer feedback Place signs and stickers around the office, encouraging employees to “let their voice be heard” Communicate during team meetings that you would like to hear from employees


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Questions? Shay Berry @shayberryGD


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