Posts by: Victoria Kenward Technology is amazing. With a single click you can instantly find out where those pens you bought on Amazon are – and when they’ll arrive at your door. You’re always in the know! Now, think for a minute like a candidate applying to a position on your job board: Once you hit the Submit button,… Continue reading
Do you need to don white gloves or extend your pinky while typing? No. But whether you call it email etiquette, tech etiquette, digital communication etiquette or anything else, one thing is certain: Manners matter in staffing! Everyone is busy, and we all make mistakes. Still, communication oversights and faux pas can have serious professional… Continue reading
Sometimes, our clients need a major rebrand or completely new website to achieve their goals. Other times, it’s as simple as flipping a switch. Check out how a little Shareworthy Service went a long way in helping one staffing company dramatically improve their recruiting results: Affinity Personnel Founded in 1998, Affinity Personnel Solutions (APS) is… Continue reading
Enjoy angry clients? Love associates who walk off assignment and never return? Of course you don’t. But unless you intentionally hire for and develop customer skills in your staff, you’re setting yourself up for disaster. Great service skills are as important to your staffing or recruiting firm as a great ATS. They’re skills that allow… Continue reading
Haven’t jumped on the chatbot bandwagon yet? Chew on this: Mobile technology has taken over the staffing and recruiting landscape. Instantaneous, global exchange of information is now the norm. Job seekers’ and employers’ expectations for real-time service are rising. People want on-the-go, 24/7 service across communication channels. Your competitors are rapidly adopting automated solutions to… Continue reading
Ever spend time with a sick toddler? When they don’t feel good, they may ask for candy, soda or ice cream – but all the sugar in the world won’t cure a cold. As an adult, you know that what they ask for isn’t necessarily what they really need. The same logic applies to staffing… Continue reading
When it comes to delivering shareworthy CX, what do staffing customers want most? Check out these eye-opening statistics: Need a mobile-first website? Want help implementing the right tech to serve customers the way they want? We’re just a call or email away. Connect with one of our marketing educators to learn how we can help… Continue reading
If you’re trying to cut carbs as part of a New Year’s resolution, relax! I’m not going to suggest you start stuffing your face with breadsticks to increase profitability (eating dough doesn’t necessarily help you make more dough). But I am going to share an interesting food-related service story I read on Jeff Toister’s Inside… Continue reading
Over the past year or two, customer experience has changed – dramatically: Tech has transformed staffing service delivery. Customer loyalty isn’t what it used to be. Candidates are more demanding and impatient than ever. And the rate of change is only going to increase. At this point, customer experience is evolving so fast, it’s no… Continue reading
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
