AURORA, Colo. — Yelp made waves in 2022 when it became one of the early adopters of shifting to permanently remote work in the wake of the COVID-19 pandemic. The decision, which came about in large part due to employee feedback, is just one of the ways Yelp has put listening to workers at the center of its people strategy, Chief People Officer Carmen Amara and Senior Director of People Business Operations Brad Auernig told a Workhuman audience Tuesday.
Employee engagement has shifted in what’s being called the “big stay” — a time that began around 2023, when employees decided to stay put in their roles, prizing stability over the draw of a new position. Yelp is experiencing this phenomenon along with other workplaces; its average tenure expanded from 2.8 years in 2022 to 3.9 years today, Amara said.
“But just because retention is high, that doesn’t mean that employee expectations are not evolving,” Amara said. Potential challenges of the “big stay” include maintaining workers’ motivation, avoiding career stagnation and preventing burnout, she said.
Amara and Auernig outlined a few strategies Yelp is using to keep workers engaged.
1. It employs a dynamic listening style — and takes action.
Listening to employee feedback creates “a foundation necessary for employees to thrive,” Auernig said, pointing to several approaches the company takes to listening: consistently through an annual survey, regularly at large events, and as-needed through focus groups and smaller surveys or events.
What about survey fatigue? “The truth is employees get worn out in providing feedback when they don’t see change,” Auernig said. “It’s about turning insights into action quickly and effectively.”
Yelp asks leaders to take feedback and do “1-2-3.” First, pick one issue. Next, devise two solutions. Then, commit to three follow-ups. “Don’t just listen,” Auernig said. “Do something with what you hear.”
2. It focuses on growth beyond promotions.
When employees stay longer in the organization and their roles, “they need to feel like they’re continuing to move forward,” Amara said, noting that investment in growth and development is essential — not optional.
How can HR foster this feeling? Yelp offers cross-functional projects, for one, Amara said. Employers can also offer mentorship and job shadowing, promote continuing education and certifications, and encourage workers to use AI tools to create a personalized development plan.
“It’s really imperative that we do not wait for promotions to celebrate growth,” Amara said. “We absolutely need to recognize skill-building, stretch assignments and progress along the way.”
3. It emphasizes purpose.
Finally, employees need to understand how the organization they work for makes a difference every day for those it serves. Yelp consistently reinforces the “why” of the company, Auernig said, and helps employees connect how their work contributes to the broader project.
“When people feel connected to the purpose of the company, they will thrive,” Auernig said. “They will bring their best selves to work.”