Social CRM and Recruiting IntegrationPresentation Transcript
Social CRM+ RecruitingHiring Success Lance Haun Community director and writer ERE Media
Who am I?(The Non-Existentialistic version) Currently: Community Director for ERE Media and Writer for TLNT Formerly: In your shoes, staffing call centers and retail and wondering how sustainable it could be for people my age and beyond.
Tweet?Twitter?TwiTTerer? Use the hashtag#scrmevent (My twitter handle is @thelance)
Annoying Millennials(YOU and US) Focusing on differences and stereotypes Too cool for school attitude What matters? Still Too Cool
Happy, attractive people work here! We’ve been sold this before
Cubes. Lots and lots of cubes. This is what we get, usually
We must sell reality No more Selling up of Job advertisements No more dumb benefits, wacky stunts No more silly games to get people
So what is attractive(and real)?
You have challenging work
You have friendly workplace policies
You don’t have terrible bosses
Every generation is a customer too
Ultimate goal: Gen Whatever Many of the core values The things that “attract gen Y” Attract almost everyone (AND That’s Okay)
Not There Yet? It’s okay. There’s a five step program for that
1. Be Real Don’t act Real Don’t pretend to be Real Don’t Posture Real Be. Real.
Being Real is easy
Be up front with employees
Trust and respect
Aligning people with goals
Aligning goals with people
What Real isn’t
Becoming a non-profit
Letting the patients run the asylum
Let them do their job. If they can’t, train ‘em or drop ‘em. Get out of the way of people
2. BE Social Repeat after me: Your candidates are your customer Your candidates are your customer Your Candidates Are your customer
Social CRM Strategy isRecruiting strategy
Go where your customers candidates are
Listen to the customer’s candidate’s concerns
Reach out to customers candidates with stories, solutions or empathy
Follow up on all customer candidate interactions and monitor
Get with the best Social CRM strategist in your company tomorrow. If you aren’t doing social…
3. Be Open Yes, being open is scary It will be alright Yes, you will make mistakes It will be alright
This slide is a mistake That’s what happens when you have an open workplace. And people will see it too.
Aretha Franklin said it:You will survive Employees are too great of a resource to put off because of concerns about mistakes.
Word of mouth
Good breeds good
Like good customers
4. Be you You Are Not Zappos OR GE, OR Toyota, OR McDonald's Imposters Don’t Do well Neither will you if you are someone else
Are you hip to it?
Don’t try to be cool
Embrace cultural change if it works
Don’t sell hip and be stodgy
Many in Gen Y work at stodgy firms
They were honest about their culture
You don’t want to be not you Anyone other than what you’re supposed to be is wrong. Wanna change? Do it.
5. Evolve Call center work is monotonous Time to look at other ways of reach Phone, email, chat, social media People are evolving, are you?
You are no longer hiring phone answerers
People want to contact you how they want
People who can handle phone, email, chat and social responses
Attracting and retaining
This will impact attractiveness …in a good way for many people. Customers respond well, employees follow that.
Making your CRM strategy customer friendlyMakes your employment strategy employee friendly
There is a symbiotic relationship between how you treat your customers and employees.
Improve one and you can likely improve the other.
Of course, go the other way on either one and you’ll see the reverse happen.
BOTTOMLINE: If your customers like it, your employees probably will too
Align social crm with recruiting strategy
Acknowledge your culture and embrace it or change it