Moderator:§ Adrianne Nelson, Senior Director, SIA

March 24, 2020

Four Secrets of the Ultimate Candidate, Employee and Customer Experience

Sponsored & presented by:

Speakers:§ Chris Kennedy, VP Sales, WorkLLama§ Joe McClung, President and CCO, Floodgate Medical§ Brandon Simmons, VP, Experience & Innovation, Allied Global Services

SIA | Staffing Industry Analysts Corporate Membership Webinar

Staffing Industry Analysts Product Overview

SIA | Staffing Industry Analysts Corporate Membership Webinar

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SIA | Staffing Industry Analysts Corporate Membership Webinar

SIA | Staffing Industry Analysts Corporate Membership Webinar

Our speakers today:▪ Chris Kennedy, VP

Sales, WorkLLama

▪ Joe McClung, President and CCO, Floodgate Medical

▪ Brandon Simmons, VP, Experience & Innovation, Allied Global Services

Moderator: Adrianne Nelson, Senior Director, CCWP, SIA

SIA | Staffing Industry Analysts Corporate Membership WebinarSource: SIA Workforce Solutions Ecosystem: 2018 Update

Workforce Solutions Ecosystem

SIA | Staffing Industry Analysts Corporate Membership Webinar

What do temporary workers think?

Source: North America Temporary Worker Survey 2020

SIA | Staffing Industry Analysts Corporate Membership WebinarSource: Workforce Solutions Buyer Survey 2016

What do clients want?

SIA | Staffing Industry Analysts Corporate Membership Webinar

What does your internal staff think?

▪ Co-workers▪ Company culture▪ Placing candidates in jobs▪ Connecting with people▪ Flexibility/autonomy in

their workSource: North America Internal Staff Survey 2020: Internal staff job satisfaction (or lack thereof), and what drives it

▪ Paperwork, office inefficiency and staff issues

▪ Giving bad news to candidates and dealing with other candidate issues

▪ Call quotas/cold calls▪ Poor work/life balance

Four Secrets Of The Ultimate Candidate, Employee And Customer Experience

About WorkLLama

• First-of-its-kind candidate, employee and customer experience platform for staffing

• Launched in 2016 with HQ in Atlanta

• Pairs with existing ATS

• Features referral management multi-mode communication, AI-driven chatbot and on-demand staffing

• Holistic, mobile-centric experience for future of staffing

Meet Our Panel

BRANDON SIMMONSVP Experience and Innovation Allied Global Services

JOE MCCLUNGPresident and CCOFloodgate Medical

Customer-centric companies are 60% more profitable than competitors that don’t focus on customers.

Companies that make an emotional connection with customers outperform sales growth of competitors

by 85%.

WHAT IS CX?

• Customer experience (CX) is the impression your customers have of your brand.

• It’s how they think of your brand across every stage of their customer journey.

• Multiple touchpoints factor into the customer experience, and these touchpoints occur on a cross-functional basis.

SOURCE: HUBSPOT

CX IN STAFFING

CUSTOMERS ARE ALL AROUND.

CANDIDATES EMPLOYEES CLIENTS

SECRET #1: Never miss a beat with your candidates.

CANDIDATE EXPERIENCE COUNTS.

80% of job-seekerswouldn’t consider future jobs at a company that didn’t communicate

status during the experience.

60% of job-seekersquit without finishing applicationsbecause of poor experience, design

or length of application.

CX MISSED OPPORTUNITIES

• Not personalizing your messages to their needs or preferences.

• Forgetting you ever met.

• Not answering their questions.

• Showing up only when you need something.

• Treating your pipeline like a waiting room.

HOW TO ASSESS

How to know if you’re missing a beat with candidate experience?

A. Candidate engagement assessment

B. Unanswered email audit

C. Talking directly to your network

HOW TO IMPROVE

Automate standard communication, spend more time on personalization.

● Audit your current workflow.● Outline messages you can schedule in coordination with your hiring

process. Let your workflows run!● Work in questions you can get proactive in answering.● Ask your candidates for feedback (add brief surveys to your workflows)

and learn from what your customers are telling you about their experiences.

“The modern recruiter is targeted, builds relationships and knows how to not only find candidates, but get them to respond and engage.”

Stacy Z.Candidate Experience Strategist

SOURCE: LINKEDIN

GET HONEST

How are your organizations using technology to deliver a better candidate experience?

SECRET #2: Opinions matter. Optimizing employee experience is about listening.

EMPLOYEE EXPERIENCE COUNTS.

Companies with customer experience (CX) initiatives see

employee engagement increase by 20%.

Organizations with high levels of employee engagement are 21%

more profitable than lagging competitors.

SIGNS YOU’RE MISSING OPPORTUNITIES

• Feedback (both ways) is limited to annual reviews and annual companywide surveys.

• Responses to surveys are gushing, emotional and explosive. They’re frustrated or dated.

• Reviews on Glassdoor, Facebook or Google are under attack.

• Silence.

HOW TO ASSESS & IMPROVE

How can you harness employee input and make opinions matter in your organization?

A. Identify your feedback channels

B. Journey map your employee experience

C. Automate follow-up surveys — to everything.

“The future of companies is being very holistic, being very invested in the path of an employee.”

Adrienne BankertABC News

GET HONEST

How are your organizations approaching employees as “customers” and how as that changed how you engage with them?

SECRET #3: Concierge-level service makes you the business partner clients need right now.

CLIENT EXPERIENCE COUNTS.

After one negative experience, 51% of customers

will never do business with that company again.

74% of clients are likely to switch companies if they find the purchasing process too

difficult.

MISSED OPPORTUNITIES WITH CLIENTS

• Providing progress updates only when asked.

• Only bringing problems to the table, not solutions.

• Lacking innovation, creativity and purpose in your service.

• Not understanding their industry or problems.

HOW TO ASSESS & IMPROVE

How to know if you’re delivering concierge-level service and being a bold business partner to clients?

A. Ask.

B. Survey.

C. Map, measure and iterate on the experience.

Forrester Research

“Companies that address customer experience, and the individuals who manage that change, will move from doers to leaders and see investments move straight to the bottom-line.”

GET HONEST

How has your organization changed the way you communicate with clients and how has it impacted the business?

SECRET #4: Fill the gaps by being utterly human.

CLIENT EXPERIENCE COUNTS.

Recruiters lose 14 hours each week completing manual tasks

that could be automated.

33% of recruiters expect to do more "human tasks" augmented

by AI in the next 5 years.

MAKE TIME TO BE HUMAN

• Automate standard updates and conversation starters (but don’t forget to personalize).

• Identify other low-level tasks that you can automate, like scheduling interviews.

• Use chatbots to address FAQs and urgent responses, maintain customer service.

• Set goals for how you’ll use extra time to improve experiences.

HOW TO ASSESS & IMPROVE

How can you decide where to fill in the gaps by being human?

A. Follow your gut.

B. Put robots to the test.

C. Start big and scale back.

“My approach to breaking through the noise in recruiting is genuine thought and transparency. Then I lean on automation to take care of mundane tasks that don’t require a human touch.”

Kylie G.Senior Tech Recruiter

SOURCE: HUBSPOT RECRUITING AUTOMATION REPORT

GET HONEST

Automation. What’s your experience and advice?

Secrets Of The Ultimate Experience

Never miss a beat with your candidates.

Opinions matter. Optimizing employee experience is about listening.

Concierge-level service makes you the business partner clients need right now.

Fill the gaps by being utterly human.

#1

#2

#3

#4

SIA | Staffing Industry Analysts Corporate Membership Webinar

Time for your questions…

SIA | Staffing Industry Analysts Corporate Membership Webinar

Thank you for your sponsorship

SIA | Staffing Industry Analysts Corporate Membership Webinar

SIA Resources for Corporate Members§ Talent Acquisition Technology Ecosystem

§ North America Internal Staff Survey 2020: Initial Findings§ North America Temporary Worker Survey 2018: Satisfaction with

staffing agencies and buyer clients, and what drives it -

§ North America Internal Staff Survey 2019: Internal staff ideas on how to improve your staffing firm

§ North America Staffing Company Survey 2019: Bonuses for temporary worker and direct hire referrals

§ North America Staffing Company Survey 2019: Highest bang-to-buck temporary and direct hire recruiting tactics

§ Workforce Solutions Buyer Survey: 2019 Full Report

SIA | Staffing Industry Analysts Corporate Membership Webinar

§ Copies of the slides and a link to the audio recording will be distributed to all attendees within 48 hours following the webinar.

§ A replay of the webinar will be available for Corporate Members at www.staffingindustry.com.

SIA | Staffing Industry Analysts Corporate Membership Webinar

Founded in 1989, SIA is the global advisor on staffing and workforce solutions. Our proprietary research covers all categories of employed and non-employed work including temporary staffing, independent contracting and other types of contingent labor. SIA’s independent and objective analysis provides insights into the services and suppliers operating in the workforce solutions ecosystem including staffing firms, managed service providers, recruitment process outsourcers, payrolling/compliance firms and talent acquisition technology specialists such as vendor management systems, online staffing platforms, crowdsourcing and online work services. We also provide training and accreditation with our unique Certified Contingent Workforce Professional (CCWP) program.

Known for our award-winning content, data, support tools, publications, executive conferences and events, we help both suppliersand buyers of workforce solutions make better-informed decisions that improve business results and minimize risk.As a division of the international business media company, Crain Communications Inc., SIA is headquartered in Mountain View, California, with offices in London, England.

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