How would you fair on ‘likelihood to recommend to a friend’ based on the experience of your recruitment process?
The recruitment model in the UK is often delivered with little thought to the candidate. By focusing on their experience and treating them with the same respect we treat customers, you can improve.
Consider using a customer experience metric, say Net Promoter Score (NPS), to measure candidate experience. Listening to what people are thinking about your process identifies where to invest and improve.
Transactional, impersonal processes and the rush to hire ASAP damage employer reputations. Causing disappointment and negative emotions.
You cannot afford to approach talent strategy in the same way you did in 2014. Lightning change is taking place. The competition is evolving daily.
Candidate experience is everything. Smart businesses treat candidates with the same respect they treat customers.
O2 enjoyed a meteoric rise thanks to an effective customer strategy, taking a forensic approach to the journey.
Early life – Clear information, guidance and dedicated support was available to new customers. Likely questions about the product or service were anticipated and addressed.
In life – The focus turned to developing the relationship further and learning more about customers as an individual. This allowed opportunities to expand the product offering to broadband and fixed line.
For life – Existing customers were the first in queue for the latest products and nurtured to love the brand. They became advocates for the business.
Translate this approach to the candidate journey and transform the experience.
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