Social Customer Service: Up Your Game in 2017 (Infographic)
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:
Category: Shareworthy Service
The Rising Bar of Customer Expectations: Here’s How to Clear It
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
Creepy and Cold – or Your Next Great Hire?
What the heck is a chatbot? And how could your staffing firm use one to improve the service you deliver? Glad you asked! I’ve been reading about chatbots for awhile now. Just a few years ago, they seemed like the stuff of science fiction, but today they’re not just reality – they’ve gone completely mainstream…. Continue reading
Want to Double Your Staffing Firm’s Bottom Line in 2017?
Sound like a lofty business goal? Achieving it is easier than you think, if you do this one simple thing: Keep your customers longer. Marketers say it costs six times more to win a new client than it does to keep an existing one. Six times! So if you improve your client retention – even… Continue reading
Spinnin’ Our Greatest Hits, Volume II: Top 5 Shareworthy Service Posts
Looking for a New Year’s resolution that will make your staffing firm more successful in 2017 – and takes less than 10 minutes to do? Resolve to read my Shareworthy Service posts each month! In them, I share research, insights and best practices for creating consistently exceptional customer experiences – for clients, candidates and even… Continue reading
Journey Mapping: What Paths do Staffing Customers Take?
A “customer journey map” is exactly what it sounds like. It’s a diagram that visually charts a customer’s experience with your staffing service – from developing initial awareness, to engaging with your company, and through building a long-term professional relationship. But it’s far from a straight line. Just as a traveler may take myriad routes… Continue reading
Staffing Industry Sales: How Do Account Reps Spend their Time?
Earlier this year, we surveyed over 500 staffing professionals to answer one simple question: In recruiting, sales and marketing, what works best? Today, I’m continuing our series of posts that breaks down the data we collected and provides practical takeaways your staffing firm can use. If you missed any of the earlier posts, here are… Continue reading
Come on a Trip with Me!
Anyone who knows me will tell you that I LOVE to travel – whether it’s biking along the Erie Canal, exploring small towns in Europe, or just hiking through one of our state parks. I also think it’s important to regularly go on another kind of “journey” – your customers’ journey, to be exact. What’s… Continue reading
How Is Your Staffing Firm Like a Tootsie Pop?
It should have something amazing at the center! A Tootsie Pop has a delicious chocolate core inside. But what should your staffing or recruiting firm have at the heart of it? You guessed it: your customers. No, I’m not advocating locking your clients inside your storage closet (that would be weird and illegal). What I… Continue reading
Lies, Lies, Lies!
Ever said that you liked something (an outfit or a home-cooked meal) to protect a loved one’s feelings? “Yada-yada-yada-ed” your way out of an uncomfortable conversation with an acquaintance? We all have! But in business, there’s no room for “versions” of the truth. If 20 years of running a company has taught me anything, it’s… Continue reading
Need a Reason to Celebrate?
I happen to have a great one: It’s National Customer Service Week! Never heard of it? Here’s a quick overview for you: National Customer Service Week (NCSW) is an international celebration of the importance of (you guessed it) customer service. This year, NCSW runs from October 3rd through October 7th. The U.S. Congress proclaimed NCSW… Continue reading
Customer Service, Disney Style
Want to make your staffing firm the happiest (and most successful) one on earth? Inject a little of Disney’s magic into your customer service. Recently, Becca Searns, a Marketing Support Specialist with Haley Marketing, took a trip to Disney and had a great customer experience in a really unlikely place: a parking garage! Below, she… Continue reading
5 Lessons on How to Treat Your Clients From a Visit to the Hospital
Recently my one year old son had to undergo surgery. It was a serious procedure given his young age and the involvement of anesthesia. Needless to say my wife and I were nervous going in. I saw a lot of parallels between this experience and with my professional life. Let me explain. My role with Haley… Continue reading
Is No News Really Good News? Managing Customer Perceptions.
You place an employee on a temporary assignment at a client’s site. You know it’s a slam dunk – they’re going to love him! The assignment ends, you send an email to your contact asking how everything went – and you don’t hear a peep. No news is good news, right? Little did you know… Continue reading
Have a Client that’s Driving You Nuts?
Difficult. Demanding. Unreasonable. Rude. Every staffing firm has clients that drive them nuts. Here are a few of my personal “favorites” (yes, the quotes are intentional): The Waffler. He can’t tell you what he wants, but boy – he’s great at telling you what he DOESN’T want. The “Get it Done Yesterday” Guy. He expects… Continue reading
The Lesser of Two Customer Service Evils
Which would you rather have: bad service or incompetent service? Yikes – how about neither? Customer service guru Shep Hyken recently wrote a great post on the difference between bad and incompetent service. You can read the full post here, but I’ve distilled the main points below. What’s BAD customer service? Essentially, bad customer service… Continue reading
