With consumer experience heralded as the prime marketing battleground for businesses, it’s not all about technology. According to PwC, 74% of European consumers want more human interaction in the future – but only 46% agree that the employees they interact with understand their needs.
And the stakes for customer-facing staff keep rising.
With 71% of customers paying more attention to corporate values in 2022 than they did in 2021, 89% of Customer Experience professionals confirm that their contact centre agents are expected to be better versed on their brand’s stance on social issues compared to a year ago.
And there’s a real focus on personalised, non-scripted engagements – with Boston Consulting Group research showing that NPS scores are 20% higher for businesses that deliver a high level of personalisation, compared to those that don’t.
And these trends are mirrored in candidate expectations of your recruitment process.
80% of customers say the experience a company provides is as important as its products and services - and 65% find a positive experience with a brand to be more influential than great advertising.
79% of consumers say they trust online reviews as much as personal recommendations from friends or family.
And negative reviews can have a significant impact on consumer behaviour, making 92% of consumers less likely to use a business.
Same in recruitment.
So if we check what consumers want from a great digital experience, it’s likely to mirror candidate aspirations?
The key contributors are – the Three Ss – Speed (94 percent), Seamlessness (92 percent) and a Sense of Control (92 percent), combined with an individualised experience (83 percent).
Time to review your candidate experience through a consumer lense?
Is Your Hiring Process Costing You Talent? As the Great Resignation persists, job seekers are looking for better wages, better benefits, and better remote work options. They’re also losing patience with cumbersome hiring processes. To make sure your hiring process is a positive experience for candidates, the author suggests asking yourself these four questions: 1) Is your time-to-decision fast enough? 2) Do you share information on company culture? 3) How is your correspondence? and 4) Are you providing value up front?