Posts tagged CX
How Virgin Media Turn Candidate Experience into Revenue - HROS

Attracting and retaining talent is harder than ever. In 2014 Virgin Media came to us with a problem: “How do we bring our brand to life through the recruitment process and offer support and guidance to all our candidates?” Virgin Media came to us with this question prompted by two major factors. Firstly they were concerned about their -29 Net Promoter Score and the resulting impact this could have on this brand. Anything associated with Virgin comes with certain service expectations and this was a concern. Secondly, conversation with Virgin started directly following ‘Google’ Dave Hazlehurst’s speech at LinkedIn’s Talent Connect 2014 in London. The keynote scrutinised what recruitment would look like if brands became famous for how they treat people when they fail - or ‘silver medalists’ as we name them. We knew the answer was multi-faceted. First, it required an introspective and honest look at current practices.

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How We Solved the Job Applicant Black Hole - HR Open Source

Statistically, only 25% of completed job applications will ever get reviewed by a hiring authority at an employer.  Very few will ever receive a response from a real person. In an effort to improve our candidate experience, based on feedback from job candidates in 2014, we audited our process to find only 12% of the 100k applications received annually were being reviewed. We thought we could do better than that.

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Rethinking Rejection, a Hootsuite Case Study - HR Open Source

We’ve recently audited our own CX at Hootsuite, and are beginning to make some changes in our process we think will better serve and support those interested in working with us. This is an iterative process, so we’ll continually look to refine and adjust our recruiting process with CX in mind. Our number one objective is to provide anyone, no matter their job offer outcome, an amazing candidate experience at each touch point.

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