Want to use service experience as part of your USP or competitive differentiation? Make sure you walk the walk. Here are 5 fresh ways to elevate your CX – and stand head and shoulders above competitors: 1. Gather and give feedback. What are you doing well? Where could you improve? When it comes to service… 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
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
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
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
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
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
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
How accurate are your perceptions of your candidates’ and clients’ experiences? Maybe not as accurate as you think: A recently published HelpScout ebook cites a troubling statistic: 80% of companies say they deliver “superior” customer service, while just 8% of people think these same companies deliver “superior” customer service. A 2014 study by CareerBuilder and… Continue reading
Great customer service starts with two types of knowledge: Knowing what to do. Knowing what NOT to do. Most of what I write focuses on the “Do’s”: 10 Tips for Creating Customer Service Rock Stars How to Create the “Wow” Factor in Customer Service How to Measure Staffing Customer Satisfaction But, it’s equally important to… Continue reading
Think your customer service process starts when a client calls in a job order? If so, you may be missing out on early (yet critical) opportunities to deliver a great service experience – and create a great first impression with every client. I recently read a great post by Colin Shaw, CEO of Beyond Philosophy… Continue reading
