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7 Trends Impacting Your Staffing Firm in 2018 and Beyond

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Eric Gregg gives us an inside look at 7 key trends impacting the staffing industry.

Published in: Recruiting & HR
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7 Trends Impacting Your Staffing Firm in 2018 and Beyond

  1. 1. 9/7/2017 © 2017 CareerBuilder Eric Gregg, CEO & Founder 7 Trends Impacting Your Staffing Firm in 2018 and Beyond
  2. 2. 10 years ago… © 2017 CareerBuilder and Inavero2 2008 TODAY
  3. 3. 10 years ago… © 2017 CareerBuilder and Inavero3 2008 TODAY
  4. 4. 10 years ago… © 2017 CareerBuilder and Inavero4 2008 TODAY
  5. 5. 10 years ago… © 2017 CareerBuilder and Inavero5 2008 TODAY
  6. 6. Change is Desire + Knowledge © 2017 CareerBuilder and Inavero6
  7. 7. 9/7/2017 © 2017 CareerBuilder #CBEmpower 7 Key Trends Impacting Our Industry
  8. 8. © 2017 CareerBuilder and Inavero8 7 Key Trends Impacting Our Industry 1. Referrals get you considered, proof gets you hired. 2. The buying process is happening online… with or without you. 3. Online reputation is increasingly important to prospects and candidates. 4. It is the dawn of the nontraditional employee. 5. Pre-hire experience with candidates is costing staffing firms opportunities. 6. Service expectations are on the rise. 7. Account manager and recruiter relationships are key to service success. CONSIDERATION SELECTION JUDGMENT PROOF RE3
  9. 9. © 2017 CareerBuilder and Inavero9 7 Key Trends Impacting Our Industry 1. Referrals get you considered, proof gets you hired. 2. The buying process is happening online… with or without you. 3. Online reputation is increasingly important to prospects and candidates. 4. It is the dawn of the nontraditional employee. 5. Pre-hire experience with candidates is costing staffing firms opportunities. 6. Service expectations are on the rise. 7. Account manager and recruiter relationships are key to service success. CONSIDERATION SELECTION JUDGMENT PROOF RE3
  10. 10. Referrals drive your growth. Period. © 2017 CareerBuilder and Inavero10 0% 20% 40% 60% 80% Professional referrals Networking Sales/Account Manager generated leads Personal referrals Online ads/job postings Social media (LinkedIn, Facebook, etc) Marketing generated leads Best Sources For New Job Orders Top ranked 2nd or 3rd ranked 68% 50% 36% 32% 17% 12% 0% 10% 20% 30% 40% 50% 60% 70% 80% Referral Online Past experiences Reputation of firm Sales rep Marketing/Advertising Resources Clients Use to Find Staffing Firms
  11. 11. The referral is the start of the journey, not the end. © 2017 CareerBuilder and Inavero11 88% of clients take at least one additional step to vet a potential staffing firm partner after receiving a referral 12% 16% 24% 24% 38% 41% 43% 53% 0% 10% 20% 30% 40% 50% 60% No additional research Look for the firm on social media Reach out to sales rep Ask others in personal network Search for firm online Read online reviews of the firm Visit the staffing firm's website Ask others in professional network Other Steps Taken When Clients Receive Referral
  12. 12. Make sure to map the buyer journey for different buyers. 12 Referral Rhonda ASK ASK OTHERS SEARCH ONLINE Google Gary GENERAL SEARCH SPECIFIC SEARCH CONFIRM WITH PEERS Past Experience Patty PAST EXPERIENCE ASK OTHERS SEARCH ONLINE
  13. 13. © 2017 CareerBuilder and Inavero13 7 Key Trends Impacting Our Industry 1. Referrals get you considered, proof gets you hired. 2. The buying process is happening online…with or without you. 3. Online reputation is increasingly important to prospects and candidates. 4. It is the dawn of the nontraditional employee. 5. Pre-hire experience with candidates is costing staffing firms opportunities. 6. Service expectations are on the rise. 7. Account manager and recruiter relationships are key to service success. CONSIDERATION SELECTION JUDGMENT PROOF RE3
  14. 14. The buyer journey in staffing is likely to involve online. 14 % Online Half of clients spend 20% or more of their time vetting firms online. Growth Millennials go online twice as often as older clients when vetting a firm. Reviews 1 in 4 prospective clients read online reviews as part of their vetting process.
  15. 15. Online resources are more persuasive than your salespeople are. 15 5 Years From Now5 Years Ago10 Years Ago
  16. 16. Online is to educate and prove – not to sell. © 2017 CareerBuilder and Inavero16
  17. 17. © 2017 CareerBuilder and Inavero17 7 Key Trends Impacting Our Industry 1. Referrals get you considered, proof gets you hired. 2. The buying process is happening online… with or without you. 3. Online reputation is increasingly important to prospects and candidates. 4. It is the dawn of the nontraditional employee. 5. Pre-hire experience with candidates is costing staffing firms opportunities. 6. Service expectations are on the rise. 7. Account manager and recruiter relationships are key to service success. CONSIDERATION SELECTION JUDGMENT PROOF RE3
  18. 18. Who provides better service? © 2017 CareerBuilder and Inavero18
  19. 19. This creates an issue for many staffing firms. © 2017 CareerBuilder and Inavero19 79% of staffing firms believe it’s important to have a strong online reputation. 80% of staffing firms believe their online ratings/reviews are not ‘very accurate.’
  20. 20. Quantity and quality matter when it comes to online reputation. © 2017 CareerBuilder and Inavero20 % of Clients Who Selected… % of Candidates Who Selected… 15% 55% 30% 16% 52% 32%
  21. 21. 5 Lessons for Building Your Online Reputation © 2017 CareerBuilder and Inavero21 1. Earn it. There are no shortcuts. 2. Identify raving fans and help them tell their story. 3. Go slow. Any quick solution won’t last. 4. Ask. People will help, but not if you don’t ask. 5. Be active. Proactive AND reactive.
  22. 22. © 2017 CareerBuilder and Inavero22 7 Key Trends Impacting Our Industry 1. Referrals get you considered, proof gets you hired. 2. The buying process is happening online… with or without you. 3. Online reputation is increasingly important to prospects and candidates. 4. It is the dawn of the nontraditional employee. 5. Pre-hire experience with candidates is costing staffing firms opportunities. 6. Service expectations are on the rise. 7. Account manager and recruiter relationships are key to service success. CONSIDERATION SELECTION JUDGMENT PROOF RE3
  23. 23. Expanding the View of Employment and Opportunity © 2017 CareerBuilder and Inavero23 Would Consider a Temporary Assignment 38% Would Consider a Freelancing Gig 57% Would Consider Moonlighting 53%
  24. 24. Are you taking more of the pie or expanding it? © 2017 CareerBuilder and Inavero24 Permanent employment Temporary employment
  25. 25. © 2017 CareerBuilder and Inavero25 7 Key Trends Impacting Our Industry 1. Referrals get you considered, proof gets you hired. 2. The buying process is happening online… with or without you. 3. Online reputation is increasingly important to prospects and candidates. 4. It is the dawn of the nontraditional employee. 5. Pre-hire experience with candidates is costing staffing firms opportunities. 6. Service expectations are on the rise. 7. Account manager and recruiter relationships are key to service success. CONSIDERATION SELECTION JUDGMENT PROOF RE3
  26. 26. Engagement Decline Prior to Start Date Can Be Minimized © 2017 CareerBuilder and Inavero26 35% 35% 33% 29% 9% 6% 0% 10% 20% 30% 40% No attempt to engage Regular emails Regular phone calls Filled out paperwork before first day of work Regular text messages Had me come by the office How Staffing Firms Engage With Talent Prior To Start Date 2x as likely to report lower engagement level with company prior to starting.
  27. 27. Delay Background Check Timing at Your Own Risk © 2017 CareerBuilder and Inavero27 74% of job candidates keep applying to positions while waiting for background check results. 0% 20% 40% 60% 80% 48 hours or less 3-5 days 1-2 weeks more than 2 weeks % 'Very Likely' To Take Position If Background Check Takes: Permanent Position Temporary Position 0% 20% 40% 60% 80% 48 hours or less 3-5 days 1-2 weeks more than 2 weeks % With Negative Perception If Background Check Takes: Permanent Position Temporary Position
  28. 28. Share the experience with new hires to help drive engagement. © 2017 CareerBuilder and Inavero28
  29. 29. © 2017 CareerBuilder and Inavero29 7 Key Trends Impacting Our Industry 1. Referrals get you considered, proof gets you hired. 2. The buying process is happening online… with or without you. 3. Online reputation is increasingly important to prospects and candidates. 4. It is the dawn of the nontraditional employee. 5. Pre-hire experience with candidates is costing staffing firms opportunities. 6. Service expectations are on the rise. 7. Account manager and recruiter relationships are key to service success. CONSIDERATION SELECTION JUDGMENT PROOF RE3
  30. 30. A dissatisfied customer tells…15 million and counting © 2017 CareerBuilder and Inavero30
  31. 31. 9% -25% 0% 25% 50% 75% 2010 2011 2012 2013 2014 2015 2016 2017 Client NPS Since 2010 Client satisfaction increases slightly. © 2017 CareerBuilder and Inavero31 World Class Minimum Promoters (9-10) 32% Detractors (9-10) 23% INCREASED How has your service changed in past year? DECREASED 15% 21%
  32. 32. 21% -25% 0% 25% 50% 75% 2010 2011 2012 2013 2014 2015 2016 2017 NPS of Placed Talent Since 2010 Satisfaction of placed talent holds steady, but with warning signs. © 2017 CareerBuilder and Inavero32 World Class Minimum Detractors (9-10) 24% INCREASED How has your satisfaction changed in past year? DECREASED 37% 12% Promoters (9-10) 45%
  33. 33. 5 Hard-Earned Service Lessons © 2017 CareerBuilder and Inavero33 1. Quality is table stakes. It doesn’t build loyalty or drive advocacy. 2. Perception is reality. Create value, but get credit. 3. There is rarely a thing as too much communication. 4. Expertise never goes out of style. 5. Care more than your competitors.
  34. 34. © 2017 CareerBuilder and Inavero34 7 Key Trends Impacting Our Industry 1. Referrals get you considered, proof gets you hired. 2. The buying process is happening online… with or without you. 3. Online reputation is increasingly important to prospects and candidates. 4. It is the dawn of the nontraditional employee. 5. Pre-hire experience with candidates is costing staffing firms opportunities. 6. Service expectations are on the rise. 7. Account manager and recruiter relationships are key to service success. CONSIDERATION SELECTION JUDGMENT PROOF RE3
  35. 35. Understanding the Influence of Account Managers and Recruiters 35 Choose Clients are as likely to choose based on their contact’s reputation as they are firm reputation. Connect 80% of promoters say their recruiter got to know them as a person. Coach Promoters are 3x as likely to receive coaching from their recruiter.
  36. 36. You can’t fake caring. © 2017 CareerBuilder and Inavero36 Cares Cares Doesn’t Care
  37. 37. Parting thoughts: Deliver something others will try to copy. © 2017 CareerBuilder and Inavero37 F#
  38. 38. Parting thoughts: Challenge your firm to do something hard. © 2017 CareerBuilder and Inavero38
  39. 39. 39 © 2017 CareerBuilder Don’t forget to rate this session!
  40. 40. 9/7/2017 © 2017 CareerBuilder Thank you  egregg@inavero.com  503-542-3332  LinkedIn.com/in/ericgregg How did we do? You can tell us now by visiting the app to provide your review.

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