Lamar Daniels, Head of Employment Brand at GoDaddy Aaron Szenyes, Program Manager at GoDaddy Molly McKinstry, Sales Manager, Enterprise Account Management at Glassdoor

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How to Master the Art of Responding to Reviews
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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

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agenda
why respond
pro tips
conversation spotlight: GoDaddy
Q&A

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Your Employer Voice Matters

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Inavero, 2015Retailing Today, 2013

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Glassdoor User Survey, 2014

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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 source
of information on a company.1
Job Seekers Want to Hear Everyone’s Perspective

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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.

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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

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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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Pro Tips for"
Responding to Reviews"
and Doing It Well

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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

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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

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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

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Why is Glassdoor Important?

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Glassdoor – The Numbers | August 2015
• 408 Approximately Reviews Prior to 8/15
• Only 26 Answered Reviews Prior to 8/15
• <7% Overall Response Rate

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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

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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

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Where Do I Even Begin…

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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

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How Do “we” Get the Business to Support?
• 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

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How Do “we” Get the Business to Support?
• 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

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Employee Sentiment

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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
TOBRAG.
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.

31. © Glassdoor, Inc. 2016
Aaron Szenyes
Program Manager
at GoDaddy
Molly McKinstry
Sales Manager, Enterprise Account
Management at Glassdoor
Lamar Daniels
Head of Employment Brand
at GoDaddy

32. © Glassdoor, Inc. 2016