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
Directions…to read them or not. Should that even be a question? Assemble something incorrectly, cross the street on a red light, get lost….why take a chance. Directions are there for a reason. We have been taught to follow directions since we were young students. They help guide us to find the answers we need, how… 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
…or how to earn more revenue without really trying. Everything we do for our clients at Haley Marketing – from building some pretty stellar websites and writing informative blog posts to managing our clients’ social media presence and sending out eye-catching newsletters (and more!) – is designed to do one thing: bring prospects to you… 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
No two are alike! And believe me; some are more beautiful than others. Here are two recent service experiences I had – one stellar, one horrible – that illustrate just how important great CX is to customer retention. As you read them, see if you can spot any customer service lessons Vicki writes about in… 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
In one of our recent episodes of our Secrets of Staffing Success podcast, Leigh Ann Pagnard talked about the importance of doing mid-year assessments: “Look at your systems and say what’s easy and what’s hard and what should we do about it while we have the money.” Hard to believe but the year is half… 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
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
