Why aren’t more staffing and recruiting firms making customer experience a priority?
It could be because agency owners are delusional. The truth is, few companies succeed in delivering great customer experiences (especially when interactions occur digitally). Case in point? Capgemini recently published research showing that, while 75% of organizations think they’re customer-centric, only 30% of their customers agree.
Are you just gonna let that stat sting, or use it to your competitive advantage?
The latter, of course! It’s pretty simple: If you want to beat your staffing competition, start focusing on CX:
Make sure you’re not deluding yourself.
Research from Inavero shows that just 32% of clients and 45% of placed candidates are satisfied enough with their service experience to recommend their staffing firm to a friend or colleague. Do you know what percentage of your staffing customers are true promoters? In this post, “I Can’t Get No Satisfaction,” I share two ways to find out:
- Website feedback forms. Make it easy for candidates and clients to provide essential feedback about their experience with your agency – by completing a simple online form.
- Reputation management services. With nearly 9 out of 10 people trusting online reviews as much as personal recommendations, you simply can’t leave your online reputation to chance. And you don’t have to! We offer a comprehensive, yet affordable, suite of services to help your staffing firm: intercept unhappy clients and candidates before they leave scathing online reviews; benchmark your service experience; proactively solicit positive reviews and testimonials; and more.
Take a strategic approach to CX.
Effectively competing on customer experience requires more than a reactionary, haphazard approach. To beat your staffing competition, you must focus on the aspects of clients’ and candidates’ experiences that matter most to them. So, just what are those aspects – and how can you use them to your advantage? In this post, “Ready to Win at CX? It’s Time for a Strategic Approach,” I review these factors in more detail:
- Emotion. Surprise, surprise, your customers do not make staffing and employment decisions based on facts, logic and data. It’s just now how people are wired! To create more positive experiences, consider the way your service processes make customers feel at every step of their journey with your firm.
- Differentiation. Our industry is overrun with “me too” staffing firms that claim their service is amazing; competing on CX requires you to differentiate the experience your firm delivers. In this Lunch with Haley on-demand webinar, my partner, David Searns gives a great talk on how to properly differentiate and position your staffing or recruiting firm in ways that matter to your customers.
- Simplification. How easy is it for customers to work with you? No matter how strong your emotional appeal, no matter how unique your experience is, employers and job seekers won’t work with you if it’s a hassle.
My advice? Take the customer experience bull by the horns. Scrutinize every aspect of your client and talent experience, looking for opportunities for improvement. And if you don’t have the time, expertise or interest to do it yourself, we’d love to help. Just connect with one of our marketing educators!