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Why Candidate Experience Will Make or Break More Than Just Hiring
CHRIS HOYT Partner, careerXroads @THERecruiterGuy ERIC WINEGARDNER SVP, Client Adoption & Sales Enablement, Monster @ewmonster
EXERCISE SIXTY SECONDS 2,113 Job Searches on Monster in the US 4,169 Job Views on Monster Globally 14 NEW Resumes added to the US Resume Database
DEFINING CANDIDATE EXPERIENCE
HOW DO YOU DEFINE CANDIDATE EXPERIENCE?
Employment Brand Important Day t Firs Social Engagement Black Hole All about the applicant On Boarding Interview Process Phone Screen Assessments Communication Background Check Easy Search Offer Letters Feedback Employee Value Proposition
“The attitudes and behaviors of individuals who aspire to work for a firm about the recruiting process, the stakeholders in the process, the work and the company itself as a place to work.” Gerry Crispin, SPHR Principal and Founder, careerXroads Board Member, The Talent Board
2015 Candidate Experience Award Winners
WHY DOES ALL OF THIS MATTER?
AVERAGE CUSTOMER $250 SPEND # APPLICATIONS 3 PER YEAR MILLION % APPLICANTS THAT 80% ARE CUSTOMERS TALENT ACQUISTION $600 MILLION CUSTOMER VALUE
EVERY RECRUITER’S CHALLENGE… IS TO TELL A CANDIDATE THEY ARE GOOD ENOUGH TO BE YOUR CUSTOMER, JUST NOT GOOD ENOUGH TO BE YOUR EMPLOYEE.
POLLING QUESTION: HOW HIGH OF A PRIORITY IS “IMPROVING CANDIDATE EXPERIENCE” IN YOUR 2016 PLANNING? A) It’s all we think about. B) It comes up every now and then, we’re working on it. C) Aware, but many other issues take priority. D) What is Candidate Experience?
BASED ON YOUR EXPERIENCE WITH US, HOW LIKELY ARE YOU TO CHANGE YOUR CUSTOMER STATUS? 12% 47% 18% 23%
NET PROMOTER SCORE IN TALENT ACQUISITION? Based on your most recent application/recruitment experience, how likely are you to recommend us as an employer to a friend or colleague? 58
WHAT ARE CANDIDATES SAYING?
74% SAID THE JOB DESCRIPTION WAS THE MOST USEFUL EMPLOYMENT CONTENT 2015 Candidate Experience Awards Survey
MOST VALUABLE EMPLOYMENT CONTENT IN JOB RESEARCH JOB DESCRIPTION 74% SALARY RANGE 39% BENEFIT DETAILS 33% SUCCESSFUL CAREER PATH CANDIDATE EXAMPLES PROFILE FOR 23% THE JOB 25%
CANDIDATES ARE DOING THEIR RESEARCH
SHARING EXPERIENCES PUBLICLY INNER CIRCLE 80% LIKELY KEEP PRIVATE 29% POSITIVE EXPERIENCE 48% MAYBE 21% NEGATIVE EXPERIENCE 25% 32% 41% 66%
POLLING QUESTION: HOW OFTEN DOES YOUR COMPANY SURVEY CANDIDATES ABOUT THEIR EXPERIENCE SEARCHING, APPLYING AND INTERVIEWING FOR A JOB WITH YOUR COMPANY? A) After every job is ﬁlled B) Monthly C) Annually D) We do not conduct candidate surveys
IF CANDIDATE HAD A NEGATIVE EXPERIENCE
WHAT ARE EMPLOYERS DOING?
4 CLUSTERS OF PRACTICES FOR CANDIDATE EXPERIENCE • • • • Demonstrating how we listen to candidates Setting expectations Accountability Perceived fairness
POLLING QUESTION: HOW DO YOU HOLD RECRUITERS OR STAFFING MANAGERS ACCOUNTABLE FOR THE CANDIDATE EXPERIENCE? A) Deﬁned metrics tied to individual performance review B) Deﬁned metrics measured at team level C) We do not measure Candidate Experience or hold our teams accountable D) Other (be prepared to explain!)
THE PROGRESSIVE PROMISE • Over 300k candidates a year = $465m at risk • Implemented NPS survey at candidate ﬁnal stage and holds recruiting team accountable • "The Progressive Candidate Experience Promise"
T-MOBILE LISTENS & COMMUNICATES • Embedded process to listen and respond to candidates - showing signiﬁcant positive results. • Fun infographic AND video published on career site. • EVERY job shows how long it's been posted and how many have applied. At the bottom of every job…
COMCAST COMMITMENT TO TRANSPARENCY • Dedicated on-site candidate experience teams established • INSTANT feedback in interviews. Candidates know immediately if moving forward or no longer being considered and why!
POLLING QUESTION: HOW DOES YOUR COMPANY PROVIDE DETAIL TO CANDIDATES WITH REGARDS TO WHY THEY WERE NOT SELECTED? A) Direct recruiter conversations B) Email communication C) We do not provide candidates feedback