Offering an amazing customer experience is an important competitive differentiator for many staffing and recruiting firms. But changes in customers’ expectations and technology make it tough to consistently WOW clients and candidates. What worked yesterday won’t necessarily cut it today, much less tomorrow. What’s Changing in Customer Experience? Customer experience futurist Blake Morgan has boldly… Continue reading
Be a kinder person? Lose weight? Quit smoking? Anyone who knows me will tell you that I’m not a fan of New Year’s resolutions. While people’s intentions may be good, the vast majority of them (92%, according to University of Scranton research) abandon their resolutions within just a few months. I am, however, all in… Continue reading
An ATM that spits out presents – instead of assessing fees? A hotel that gifts not one – but TWO – high-end clock radios to a customer who fell in love with one during her stay? Yep, customer service can – and should be – this amazing. Ready to get in the holiday mood? These… Continue reading
The holidays are a perfect time to reflect on the year you’ve had, be thankful for your successes, and find ways make your staffing firm even stronger in 2018. One great way to do that? Resolve to read my Shareworthy Service posts each month! In them, I share research, insights and best practices for creating… Continue reading
How are great questions like cookies? Sometimes, you have to ask – or have – just ONE more. Let me explain. When it comes to staffing, your clients don’t always know what’s best for them. In fact, many of your customers aren’t sophisticated enough buyers and consumers of staffing to know what questions to ask,… Continue reading
It’s confidence, baby! If your reps and recruiters don’t believe: In themselves – and their ability to do a great job In the service your team will provide – both internally and externally In your “product” – the quality of your candidates, and the solutions your firm provides …how can you expect clients and candidates… Continue reading
Top Notch Personnel in Wichita, KS, had great social media traffic, but was struggling on LinkedIn. To be fair, this light industrial staffing firm does not attract candidates through this medium, however, they were missing out on attention from potential clients by avoiding this platform. The Problem Top Notch Personnel was averaging less than… Continue reading
Waiting for someone to lean in and whisper a warning that you’re about to lose a valued staffing client? Don’t hold your breath. Today’s staffing customers have choices. Lots and LOTS of choices. A single service mistake can jeopardize your business relationship with an organization. Heck – even clients that have gladly used your services… Continue reading
Touting “amazing service” as a point of differentiation? Branding your organization as an “employer of choice”? Hanging your hat on delivering an “exceptional customer experience”? Then you’d better have a customer-centric company culture. (Now THAT’s a mouthful!) But what exactly does it mean – and how can your staffing or recruiting agency build one? At… Continue reading
Walt Disney has ruined me. Earlier this year, my family made a trip to Walt Disney World and had a magical time at the “Happiest Place on Earth.” Everything you hear about Disney is 100 percent true. The characters and staff treat you and your family (specifically a three-year-old daughter who loves princesses) as nicely… Continue reading
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.
Let’s get right to the point. The answer is yes. Yes we do. With a giant bowl of chocolate outside of our offices well within our reach, what exactly do we go for? I have been paying attention for the past couple of weeks and it turns out that PMs are not the biggest candy… Continue reading
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
