Here is an excerpt from an article written by Dan Campbell for Talent Management magazine. To read the complete article, check out all the resources, and sign up for a free subscription to the TM and/or Chief Learning Officer magazines published by MedfiaTec, please click here.
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What are the criteria for long-term business success? While that certainly looks different to every organization, it likely involves some view of past wins, adaptability and innovation, financial health, market growth and future vision. Have you also considered the impact of building a reputation as a service-oriented business has on brand endurance? Not just doing a great job at delivering results, but also truly providing exceptional service to clients and candidates and nurturing those relationships?
These are the advocates, or “raving fans” as deemed by Ken Blanchard, who are more likely to remain loyal and make future purchases, and are often willing to pay premium prices for those purchases.
Eric Gregg is the founder and CEO of Inavero, a national satisfaction survey firm that surveys clients and employees from companies primarily in business-to-business industries. I’ve had the pleasure of knowing Eric and his work over the past few years, and recently invited him to make the cross-country trip from Portland to Atlanta to present at our company’s annual kickoff meeting. The message our leadership team wanted to focus on was one of exceptional client and candidate service and what that looks like, and Eric was the perfect choice to relay that message.
Eric’s company conducts an annual study called Opportunities in Staffing with CareerBuilder that identifies the staffing industry’s satisfaction benchmarks, or net promoter score, and tracks the three metrics proven to have the biggest impact on long-term success: client and job candidate awareness, utilization and satisfaction. It reports on the gaps between the experience staffing firms say they provide and the experience clients and candidates say they actually receive.
Many have found the findings from this study to offer new perspectives around service and ways to enhance relationships with clients, talent and even internal teams. At our meeting, Eric presented his thoughts on creating emotional connections with clients and candidates to build long-lasting relationships. He focused on what remarkable service looks like and how certain staffing firm behaviors affect client and talent satisfaction.
Having Eric participate in our annual meeting was invaluable, and I want to pass along three of the takeaways from his presentation:
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Here is a direct link to the complete article.
Dan Campbell is founder and CEO of Hire Dynamics, a staffing and professional recruitment organization. He founded Hire Dynamics in 2001 with his former college roommate and friend, Jon Neff. The two wanted to build a staffing company known as the loyalty leader for clients, employees and talent based on performance, and that has indeed become Hire Dynamics’ calling card. Highly active in the staffing industry, Dan serves on the Board of the American Staffing Association (ASA) and is the immediate past chairman, he also serves on the Young President’s Organization (YPO) Southern Seven Board of Directors and is the 2nd vice chairman. Dan is recognized as one of the “100 Most Influential People in the Staffing Industry” by Staffing Industry Review (2014, 2013, 2012, 2011) and was named “Entrepreneur of the Year” in Atlanta by Business to Business magazine in 2007. He can be reached at his firm.