Posts tagged Persona Mapping
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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