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Firm Presentation.ppt

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Firm Presentation.ppt

  1. 1. "Experiencing your recruitment journey through your candidates' eyes”
  2. 2. Agenda • Introduction – A bit about me and Nationwide’s resourcing team • What is great customer experience • Why is great customer service important • Nationwide’s journey so far! • Defining your resourcing customers • Mapping your candidate experience • Resourcing’s customers of the future • Takeaways • Any questions
  3. 3. Introductions The team
  4. 4. Scope of the team During the past 12 months • 70,000 applications managed • 5795 Hires or Offers made • 48% internal moves and 52% external moves • Of the 2966 new people who have been recruited into the business only 194 have been recruited using an agency Making sure our customers are happy is absolutely key when trying to identify the right talent
  5. 5. What is great customer experience? • Self Service • Known product • Safe and uniform experience • Rough and Ready • Noisy • Good (Not great) food • Excellent customer service
  6. 6. What is great customer experience? In reality it differs for everyone; expectation management is absolutely key.
  7. 7. Customer service - why is it important?
  8. 8. Customer service - why is it important? • 82% of people have left a company because of a bad customer service experience. • On the other hand, creating good customer experiences and happy customers delivers a big -- and predictable -- return on investment: Happy customers, on average, tell nine people about their experiences.
  9. 9. Nationwide’s customer experience so far October 2014 – The Problem “Improving the Candidate and Hiring Manager experience is also a key area of focus for the Resourcing function and is drawn out in the Resourcing strategy 2013 – 2018 as one of the fundamentals of the strategy - Enhancing our Candidate/Hiring Manager Experience” The Approach • Engaged the experts – Customer service analytics team • Identifying our key customers • Mapping the journey – walking in our customers shoes • In depth independent analysis of findings • Short / medium and long term recommendations
  10. 10. Who are our customers Key Customers were split into two key categories: • Candidates (Internal and External) • Hiring managers
  11. 11. Walking in our Customers shoes Workshops were facilitated for each category Candidate Journey – This was mapped by candidates, the recruitment team and hiring managers to reflect their respective viewpoints Hiring Manager Journey – This was mapped by the recruitment team and by hiring managers
  12. 12. How did we map these journeys? Activity 1 Value to Customer Activity 2 Activity 3 Activity 4 Activity 5 Customer Expectations Customers Emotional Value Potential areas for improvement
  13. 13. Higher or Lower Customers Emotional Value 5 10 0
  14. 14. Resourcing’s customer of the future Questions that I believe need to be considered for the future: • Will customers emotional triggers change when it comes to looking for a job? • What role does technology have in improving a customer or candidates experience? • Will resourcing customers see candidate experience as important or more important in the future when it comes to making career choices. With all of the above considered: Should customer experience be a key element of your resourcing strategy?
  15. 15. Takeaways 1. As Resourcing professionals, we have a unique opportunity to positively influence our candidates career choices. Don’t waste that! #gamechangers 2. Empathy,Appreciation and Helpfulness are key elements to delivering a great customer experience. Resourcing is not a transaction from the Customer’s perspective 3. When thinking about the technology you implement and how you want potential talent to engage with your brand, consider whether it will improve or worsen their experience.
  16. 16. Any Questions?

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