Posts by: Victoria Kenward Want to make your staffing firm more successful in 2019 – in less than 10 minutes? Read my Shareworthy Service posts! Each month, I share research, insights and best practices for creating consistently exceptional customer experiences – for clients, candidates and even your internal employees. What were the hottest customer service topics and trends over… Continue reading
“¡Gracias!” “Vielen Dank!” “Xièxiè!” There are thousands of ways to say “‘Thanks!” But when it comes to your customers, which actions have the most impact? With Thanksgiving just a few days away, it’s the perfect time to show gratitude to your clients, candidates and employees. If you need a little creative inspiration, I’ve curated this… Continue reading
Can you cultivate a passion for customer service? Or do you have to be born with it? Some claim a knack for service “in your DNA,” but I think it’s possible – and really important, actually – to grow your team’s passion for, and skill in, customer service. Without a passion for service, your clients’… Continue reading
Any staffing service can create customer service goals: Interview each applicant in less than 5 minutes. Prevent client billing inquiries. Achieve a perfect Net Promoter score. But as these (intentionally) ridiculous examples illustrate, there’s a big difference between setting goals and setting THE RIGHT goals. Most staffing and recruiting firms have the best intentions when… Continue reading
For years I’ve read posts and articles touting the benefits of loyalty programs: They drive sales. They make your “best” customers happy. They boost your reputation. They allow you to gather valuable customer data. And, obviously, they’re designed to promote client loyalty, increasing both retention and share of customer. There’s no disputing the fact that… Continue reading
I don’t just write a lot about CX and EX; I work relentlessly with my team to make Haley Marketing a great place to work. As I mentioned in an earlier post, employee experience (EX) is critical to building a customer-centric culture and delivering shareworthy service. Today, I thought I’d share a few of the… Continue reading
Tick. According to a 2018 study from SuperOffice, the average company takes 12 hours and 10 minutes to respond to a customer service inquiry. That’s more than half a day! Tock. Even worse? The same study shows that: 62% of the companies surveyed do not even respond to customer service emails. 90% of companies do… Continue reading
We’re hiring a Senior UI Designer / Developer At Haley Marketing, we specialize in marketing for the staffing industry, and we just launched a new division focused on recruitment marketing. But unless you’re involved in the staffing industry already—or you really know our company—you might wonder what our Senior UI Designer / Developer does. While… Continue reading
UX, CX, EX… …what is it with all these Xs? The “X” is short for “experience”: “user experience,” “customer experience,” and the topic of today’s post, “employee experience.” Why is employee experience so critical to customer experience? I’ve stated it many times before in this blog: it takes a great company culture to consistently create… Continue reading
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… Continue reading
Ever had a client who had an extreme reaction to a relatively minor service issue with your staffing firm? It happens all the time – we all know how rude customers can get! Often, a small problem with your staffing firm is just the straw that breaks the camel’s back. For whatever reason – and… Continue reading
6 years?! It’s hard to believe, but I’ve been writing this blog for over 6 years! (Here’s a link to my first ever Shareworthy Service post if you missed it). In that time we’ve witnessed the end of the Great Recession, elected a new President and ushered in an age where artificial intelligence has become… Continue reading
Are clients or candidates singing this song ^^ about working with your firm? Most staffing managers and recruiters say that they provide amazing customer service. But unfortunately, most of them make that statement based on hunches and assumptions. That’s never a good idea. In all honesty, the staffing industry has a big problem – our… Continue reading
GDPR is here. If you do business in the European Union, you’ve surely heard of the General Data Protection Regulation (GDPR) by now. And if you have not heard about GDPR, It is the most significant piece data protection legislation to ever come into force. The goal of GDPR is to strengthen and modernize data… Continue reading
We all know that satisfied staffing customers are more loyal. Spend more with your staffing firm. And are more likely to recommend your agency to others. But there’s a type of customer that’s 2x as valuable as a satisfied one to your staffing service: An emotionally connected one. (I’ll give you a second to let… Continue reading
Like the staffing industry, customer service is undergoing major changes. Social media, big data and even artificial intelligence are transforming the way customers interact with your staffing or recruiting firm, as well as the way you meet their needs. And along with those changes come – you guessed it – new terminology. To deliver truly… Continue reading
