Posts by: Victoria Kenward I love it when our efforts yield amazing marketing results for our clients. And the measurable results we delivered for Top Notch Personnel (e.g., a 6,000% increase in social web traffic) certainly qualify as “amazing.” But statistics don’t always tell the whole story of everything we do for our clients – and this shareworthy service… Continue reading
Responsive service. Personal attention. Every staffing firm says they provide these – which makes it extremely tough to differentiate your company on customer experience. If you want to set yourself apart based on service, you need to elevate your CX. Make sure your service is truly shareworthy. And be sure you’re not committing one of… Continue reading
Improving your clients’ and candidates’ customer experience benefits everyone in the staffing equation: Employers get the staffing and recruiting solutions they need, delivered in a seamless, timely, cost-effective way from a partner they trust (and even like). Job seekers get the opportunities, care and respect they deserve. You get happier, more loyal clients and candidates… Continue reading
We say it all the time here: it costs far more to win a new client than it does to keep an existing one. But don’t just take our word for it! These statistics clearly demonstrate the benefits of creating customer loyalty: Thank you to Fieldboom.com for this infographic.
Ever play Whack-A-Mole? As a kid, I had a love-hate relationship with the game. It was fun testing my speed, but it was also extremely frustrating – because it was impossible to predict which mole would pop up next. All I could do was wait and react. Customer service can feel a lot like that…… Continue reading
Have 3 minutes? Take this quick (and not very scientific) pop quiz. Simply review this list of key attributes for great managers, and give yourself a point for each skill set you possess: Communication skills. This includes solid abilities to communicate effectively in a variety of situations, and across a variety of platforms (e.g., writing… Continue reading
Imagine it’s 3 a.m. A supervisor at [insert hot prospect company name] needs to fill a last-minute call-off for their 7 a.m. shift. Bleary eyed, they hop online to request a temporary from you. But when they reach your site and fill out a request form, they receive a polite auto-response saying that someone will… Continue reading
Do you make every sales and service call face to face? Of course not. That’s why it’s so incredibly important to put a smile in your voice when you’re on the phone. “Smiling with your voice” may sound hokey or contrived… …but you need to get over it. Research shows that not only can customers… Continue reading
Whoever said: “let sleeping dogs lie” knew very little about delivering amazing customer service. Sleeping dogs (i.e., your customers) may be quiet, but that doesn’t mean they’re thrilled with your staffing firm – or even satisfied! Unhappy customers may never say a word to you because they: find confrontation stressful; worry that complaining will make… Continue reading
A temp arrives late to their assignment. A pressing job order slips through the cracks. Your client was overcharged on their last statement. We’re all human – and we ALL make mistakes. But in business, regardless of whether an error was your fault or not, “I’m sorry” just doesn’t cut it. And “fauxpologies” just increase… Continue reading
They work long and hard. Your dedicated account managers may spend hours, days or even months closing new staffing accounts. But just a single service slip-up can cause new clients to run. Operating with a revolving door of clients is inefficient, expensive and demoralizing for your team. After investing so much time, money and effort… Continue reading
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… Continue reading
Happy Faces Personnel Group Founded in 1994, Happy Faces Personnel Group is a full-service, innovative staffing partner to Georgia employers. The Challenge: How do you create collateral people WANT to read… As Happy Faces’ Director of Operations, Michael Hairston was in dire need of a brochure for an upcoming trade show that would: Capture readers’… Continue reading
Which kind of customer experience would you like to create: one that’s pushy and self-promoting, or one that engages customers and builds relationships? If you’ve read even one of my Shareworthy Service posts, you know what my answer to this question is – especially since building business relationships is what Haley Marketing is all about…. Continue reading
Customers demand it. Your competition is already doing it. And these stats make it crystal clear: it’s time to bring your A-game to social customer service:
Immediacy. Personalization. Convenience. In staffing (or any other industry), customers want consistently excellent service – NOW! And if you fail to meet their expectations, they won’t hesitate to voice their displeasure in very public (and potentially damaging) ways, including: ranting on social media writing negative online reviews contacting the media to report it Extreme connectivity… Continue reading
