The document outlines key lessons for enhancing candidate experience during the recruitment process, emphasizing the importance of understanding candidate value, effective communication, and delivering on promises. It highlights insights from surveys on candidate feedback and employer practices, revealing gaps in how companies engage with applicants. The findings stress the need for employers to improve their hiring processes and the overall candidate journey to positively influence company performance.

1. Candidate Experience

2. E n g a g e T h e m o r E n r a g e T h e m!

3. Candidate Experience Awards by the #s
2012
• 100s
• 90
• 62
• 44
• 37
• 17,500
• 7+1

7. Definitions are Important:
What is the Candidate Experience?
… the attitudes and opinions that people
form while seeking to work for your firm…
… regarding your recruiting process;
the stakeholders in the process; the work itself;
your company as a place to work…
… the subsequent actions of the candidates
and their impact on the performance of your company.
Source: CareerXroads Candidate Experience monograph, March, 2011

8. Lesson # 1 – “Know My Value”
company performance
Sales Retention
Compensation Hire
Conversion
Rate
Candidate Quality
new hire time to perform

9. How Candidates saw the
Employers…
before they applied

10. How Likely Are You To Tell Your “Inner Circle” of
Friends About How You Were Treated?
Bad Good
Exp. Exp.
48.5% 58.5%
14.3% 8.2%
Very Un-Likely
Very Likely Very Likely
To Share To Share

11. Lesson # 2 – “Walk in My Shoes”
Source and apologies: Non Sequitur, Wiley Miller 8/28/10

12. 53% of recruiters..have applied to their own jobs.
Source: CareerXroads survey, 2011
BUT ONLY 7% of
Employers…
have EVER attempted to
„MYSTERY-SHOP‟
their recruiting process
Source: CareerXroads Colloquium survey, 2011
http://www.ereexpo.com/2011spring/conference/agenda/conference-sessions/#session-256

13. Lesson # 3 – “Hear Me Now”

14. Who listens to candidates when they APPLY?
55 employers said, 7.9 % of 6,652
candidates said
46.3%
“No”
“I was asked before beginning
the application if I would be
46.3% 7.3% willing to provide feedback
“Some” 2.4% immediately after completing the
application”.
“Yes”
Even those
who abandon
Source: thecandidateexperienceawards.org, 2011 the application

16. Who listens to FINALISTS for their feedback?
55 Employers said,
68% of
“Yes” [after] 2,162 Finalists
“Yes” [before] said.,
22.0%
7.3% “No”
19.5%
“Some”
51.2%
“No”
Source: thecandidateexperienceawards.org, 2011

17. Lesson # 4 – “Speak Clearly”

18. Align communication methods to your audience

19. Align Communication methods to your audience

20. Align Communication methods to your audience
Source: mobile recruiting camp presentation, Chris Hoyt, Pepsico, Fall, 2011

21. Expert Riders
21

22. Lesson # 5 – “Answer Truthfully”
How frequently does this position come open?
What is the profile of the last person
to compete successfully for this position?
What happened to the previous incumbent?

26. Lesson # 6 – “Deliver What You Promise”

27. 2003 - Vinnie Boombotz
Credit and Collections Supervisor
2004 - Gold E. Locks
Marketing Assistant
2005 - Josh Randall
Recruiting Team Leader
2010 – Jack Coostow
Environmental Technician 2006 – Ted E. Baer
Administrative Assistant
2011 – Chris Kringle
2007 – Morris (M.R.) Goodbar
Security Systems Programmer MBA Graduate
2008 – James (Jim) Knee Cricket
2012 – Charles Brown
Sales
Marketing Assistant
2009 – William B. Baggins
Accounting

28. From the Offer to the Seat,
It’s the ‘Lack of Love Tour’
Only 28
companies
told Charles
Brown
he did not get
the job
or was not
qualified.
CareerXroads
Brown Bag Lunch Webinar
Mystery Shopping
May, 2012

29. From the Offer to the Seat,
It’s the ‘Lack of Love Tour’
7 companies
gave Charles
a reference #
(that no one
will ever
remember)
CareerXroads
Brown Bag Lunch Webinar
Mystery Shopping
May, 2012

30. From the Offer to the Seat,
It’s the ‘Lack of Love Tour’
WLGrace,US
AA, Zappos
etc. allowed
Charles to
check his
Status – Best
Practice
CareerXroads
Brown Bag Lunch Webinar
Mystery Shopping
May, 2012

31. How Employers treat unqualified candidates
Required
Not Required
…w/ feedback
Nothing
other
Source: thecandidateexperienceawards.org, 2011
31

32. How [7,500] candidates said they were rejected:
Source: thecandidateexperienceawards.org, 2011

33. How Sage delivers on its promises
…our online application can be completed
in less than two minutes.
…all candidates…reviewed
and communicated…1-20 days.

34. Zappos
Hi Charles,
Thank you so much for giving us the opportunity to consider you
for our Merchandise Planning Analyst position at Zappos.com,
Inc. or its affiliates.
I wish I had better news for you, but after reviewing your
background and experience against the position requirements, we
just felt that there wasn't a strong enough match.
I really appreciate the time you took to apply and know how time
consuming and stressful a job search can be.
Please know that we will definitely keep your information on file
for future potential matches and wish you the best in the
meantime.
Respectfully,
The Zappos Family Recruiting Team

35. a World-class acknowledgement
Thank you
(be specific)
Brand
(again and again)
Create
Expectations
Promise closure
Manage feedback

36. L. C a n d i N a t L E R u lN E D- 2 0 1 2
ESSO d S e AR es
#1 – “Know My Value”
#2 – “Walk in My Shoes”
#3 – “Hear Me Now”
#4 – “Speak Clearly”
#5 – “Answer Truthfully”
#6 – “Deliver What You Promise”

37. CareerXroads
mmc@careerxroads.com
732-821-6652
Good Hunting!

38. Number of Resources Supporting Recruiting
45.0%
40.0%
35.0%
30.0%
25.0%
20.0%
15.0%
10.0%
5.0%
0.0%
Under 10 11-25 26-50 51-100 101-200 Over 200
2011 Response Percent 2012 Response Percent

39. # of Applicants and # of Unqualified
2012 Response 2011 Response
Less than 10%
11% - 25%
26% - 50%
51%- 75%
76% - 90%
More than 90%
0.0% 10.0% 20.0% 30.0% 40.0%

40. Solutions used in Recruiting
2012 Response Yes Multiple 2012 Response Yes - One 2012 Response - Exploring
90
80
70
60
50
40
30
20
10
0

41. Who are the candidates in our survey?
We are diverse: (3% declined to answer)
The Silent Generation (born in or before 1945) 0.8% 60/40 split Male/ Fem
Baby Boomer Generation (born between 1946 - 1964) 29.6%
Generation X (born between 1965 - 1981) 39.9%
We get Social for finding our next
Millennial Generation (born between 1982 - 1995) 25.7% career:
Generation Z (born in or after 1996) 0.8% LinkedIn 65.3%
:
Facebook 38.5%
Google+ 26.9%
We applied to
Glassdoor 17.2%
Experienced salaried position (3+ yrs experience) 31.1% Twitter 12.9%
Hourly wage position 29.9% BeKnown 4.2%
Management salaried position 14.8% BranchOut 4.1%
Indeed 3.6%
Entry level salaried position (0-2 yrs experience, college Other (CareerBuilder,
12.0%
new graduate) Plaxo, Quora, 10.1%
FourSquare, etc.)
Sr. Leadership (Director, Executive) 4.9%
Other (internship, seasonal, contract) 7.3%
11/15/2012 TalentBoard 2012 41