Posts by: Victoria Kenward 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
It’s no secret: More and more, staffing firms are competing on customer experience to achieve competitive advantage. But what, exactly, does it mean to “compete on customer experience”? Competing on CX requires more than merely making incremental improvements, adding new features or services, or dropping your prices. To win at CX, your staffing agency must… Continue reading
How is your staffing agency managing the candidate drought? With unemployment trending downward for years, the job market continuing to expand, and baby boomers retiring at an unprecedented rate, you don’t need me to tell you how painful talent shortages are these days. But while your staffing or recruiting firm may have little control over… Continue reading
Metro Staffing Founded in 1993, Metro Staffing is a full-service staffing firm with nine locations throughout the U.S. Each day, they employ thousands of field workers in a wide range of administrative, skilled trades and light industrial roles. The Challenge: As their name implies, Metro Staffing strives to make working with them efficient and enjoyable…. Continue reading
“No problem.” “My pleasure!” Which of these simple phrases would you rather hear? The difference is subtle, but definite. Both let the customer know that the speaker (i.e., a staffing firm employee) will help them with their request. The first phrase, however, includes the word “problem,” which has a negative connotation – as opposed to… Continue reading
