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From Laggard to Leading Edge: How to Evolve Your CX

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Where on the “evolutionary chain” would you place your process for ensuring great customer experiences? Extremely advanced? Downright prehistoric? Somewhere in between?

Research from Forrester indicates just how important staying on top of CX is. Nearly 3 in 4 (72%) of businesses say that improving the customer experience is a top priority – which is very good news, considering how much CX has evolved over the past few years.

Changing technology and heightened expectations have made it tough to stay competitive, while still remaining relevant to your clients and candidates. So if you’re still stuck in the CX dark ages, today’s post is for you. Below, I’ve summarized the most relevant trends for staffing firms from this Forbes.com post to help you go from laggard to leading edge:

  1. Value and experience trump price. Does your staffing firm relish the opportunity to compete solely on price, day after day? Do you love being viewed as a low-cost vendor? Of course not! Use an amazing customer experience to get out of the commodity game and differentiate your agency. When great customer service is part of your value proposition, price becomes less relevant. Ace Hardware does it; so can you.
  2. Increase in AI and improvements in chatbots. A few months ago, I  wrote about the rise of chatbots in providing efficient customer service. In coming years, customers will demand more self-service options in staffing, giving rise to the adoption of internet robots/virtual assistants as customer service “gatekeepers.” Leading-edge staffing firms will resolve low-value transactions, inquiries and problems through digital channels, including chatbots. To keep from falling behind, train-up all your customer-facing personnel as you integrate new service technology.
  3. Proactive customer service is becoming more popular. Your clients and candidates don’t merely want you to react to issues, they expect you to anticipate and prevent them. Staffing firms that are the best at spotting and fixing problems before the customer notices will enjoy a stronger brand, greater customer loyalty and a healthier bottom line. This earlier shareworthy service post explains how to map your clients’ and candidates’ customer journey, so you can provide more proactive service.
  4. Convenience wins the day. How easy and convenient is it for your customers to do business with you? Can they get assistance 24/7/365 – using a communication channel that suits them? Just a few decades ago, businesses had three ways of communicating with customers: in person, in writing, and over the phone. Now, clients and candidates use everything from email to voice mail and social media to communicate. But as customer service becomes more convenient, it also becomes more fragmented. Your staffing firm must find new ways to reintegrate it, to deliver consistent, convenient service across platforms. Read this post on “un-shattering the customer experience” to find out how.

Which of these trends will impact your staffing firm the most in the coming year? How could you leverage one (or more) of these trends to deliver better CX? I’d love to know. Leave me a comment below or drop me an mail!

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