candidate experience

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[#WorkTrends] Why Recruiters Must Care About Candidate Experience

In a survey conducted in 2019 by Brandon Hall, less than half of the responding companies believe they effectively create a great candidate experience.

That same Brandon Hall survey reported that 73 percent of companies care about delivering an excellent candidate experience. As a former recruiter who painfully lived this issue, this data point warms my heart. It means we can work together to significantly improve the experience job seekers receive as they look for new work. I have to say: it’s about time.

Especially in what can seem like an upside-down, mid-pandemic world, every applicant deserves an excellent candidate experience.

Our Guest: John Salt, Candidate Experience Evangelist

My guest this week on #WorkTrends is John Salt, a passionate advocate for job seekers everywhere. John has over 25 years of experience in the recruitment marketplace, both within large matrix organizations and small to medium-sized businesses. When it comes to candidate experience, John is a go-to guy! I jumped right into our conversation by asking him, “What is wrong with the candidate experience?”

“There’s plenty wrong!” John quickly said. He added what he sees as the most significant issue: “People used to talk about ‘processing the candidate.’ And I think a lot of the experience is still rooted in that process. I’m a strong believer that you don’t process people — you process fish or process vegetables, and you’re trying to do it as quickly and cheaply as possible. With people, you must take your time, same with the candidate experience. Because one of the most fundamentally important things people do in their lives is applying for a role where they can exercise their talent, where they can add value.” In response, John says, the employers don’t always reciprocate with a great experience.  

“Today’s candidate experience is clunky; it’s a hassle. And it doesn’t always work properly, so 96 percent of people that start to apply for a job on a mobile device, for example, don’t finish.”

Improving the Candidate Experience

After agreeing — because we see it all the time, even at some of the best employers — I asked John to tell us about tactics we can use to improve the candidate experience. John’s answer gave me even more hope:

“Well, the first thing I would say is you don’t need to utilize all technologies available when trying to make the candidate experience better because those technologies don’t talk to each other. Plus, too many people involved have been satisfied with blaming others, saying ‘That’s a job board problem’ or ‘It’s an ATS problem,’ or ‘It’s a candidate problem.’ There’s been a lot of finger-pointing, but nobody’s really embraced the available solutions.”

John finished his thought: “I love using sites like Airbnb because they know I’ve made a booking before, and the technology fills in the information for me. So instead of asking an applicant to enter the same data over and over again, as too many sites do, John says, “Use smart technology that enables an employer to say, ‘I know something about this candidate already.’ There are plenty of job platforms that already know a lot about a returning candidate, but do they ever bring that over in a seamless, smart, integrated way? No, they don’t.”

John adds, “Could you imagine if retail or hospitality ran the same way? That company just wouldn’t exist very long.”

The Business Case for a Better Experience

Before our conversation ended, John explained why the companies that offer an excellent candidate experience will attract the best talent, and why the best talent will naturally find their way to the companies that provide an exceptional candidate experience:

“So much is going to be automated; the best hirers will be those that put the human touch into the experience. There are many ways you can do that — some require automation but seem like they have a human touch. We see great examples in shopping, gaming, travel, and hospitality; these are the industries that are leading the experience. HR can catch up quickly!”

Want to learn more about how HR can greatly improve the candidate experience? Be sure to listen to my entire conversation with Josh. I not only learned a great deal, but I was inspired to continue to work even harder this year to help improve this critical component of hiring!

 

Find John on LinkedIn.

 

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