Better Candidate Experiences: Let’s Get Down to Business

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July 19, 2017 | Montage | HCI

The “WORST” customer experience happened to SB Nation blogger Daman Rangoola’s best friend on June 28, and the Los Angeles Lakers expert was sure to blast the disappointment to a following of thousands.

Rangoola, according to his tweet at NETGEAR, recommended the company’s Orbi Home WiFi System to his pal, who bought the system even though it was more than he wanted to spend. An Orbi Home WiFi system retails for an average of $300 on Amazon.com.

Designed for a slew of domestic environments, award-winning Orbi is NETGEAR’s latest innovation for the fastest internet experiences, strongest WiFi yet and the end-all of wireless connection dead zones. Forbes cites Orbi as technology that works like enterprise-class WiFi router solutions, but made for a home environment with affordability and user-friendly setup as part of the plan.

“He brought it home and it didn’t work so he got on [the line] with customer service and the lady had no idea what she was doing,” Rangoola said. “Very embarrassing.”

Rangoola said his friend would return the pricey system the next morning.

“I’m very concerned and disappointed about Orbi support should I ever need it,” he said.

Moral of this story: If an awful experience goes down, social media’s gonna hear about it. NETGEAR could lose customers, referrals and future business from a swift, 140-character complaint.

It’s a story that talent acquisition leaders should hear. An open forum for the public to share anything and everything, social media gives job seekers considerable power – power to tell millions about the good, bad and ugly they go through during job hunts. As employers, your reputation is now on the line.

Research findings have repositioned job candidates as key customers of recruiting -- a product from about seven years of studying ways to improve the treatment of applicants. If talent acquisition leaders see candidates as top customers, they’ll treat them as though: with exceptional service.

Findings also suggest that elevated experiences throughout the recruiting cycle mean positive rapport between employer and applicant, and continued product purchases regardless if a job offer goes through. On the other hand, a bad candidate experience means the opposite: scarred or failed relationships, loss of sales and a chance for a permanently damaged reputation. Costly stuff, right?

Of job seekers studied, 64 percent will continue and likely enrich their relationships with a brand and a business after a positive candidate experience…even if they don’t get hired. Imagine: treating candidates very well could equate to millions of dollars in revenue for consumer-based businesses, as Talent Board President Kevin Grossman reported in June.

Grossman’s research helps to uncover the control candidate experience has over business, reasons why job seekers rapidly relay info of candidate experience downfalls, and how to take talent acquisition processes from good to great.

In the webcast set for July 18 at 1 p.m. ET, “Not Taking Candidate Experience Seriously? It Could Cost You.”, Grossman shares intriguing data from his research and the gotta-have-them goods for candidate experience mastery. CLICK HERE to register online.