Lasting Impressions: Candidate Interview to Offer

LASTING IMPRESSIONS:
CANDIDATE INTERVIEW TO OFFER
DECEMBER 12, 2017

Welcome!
Kevin W. Grossman
President, Global Programs
Talent Board
kevin.grossman@thetalentboard.org
@KevinWGrossman
www.linkedin.com/in/kevinwgrossman

12/12/2017 Copyright © 2017 Talent Board 3
Thank You!
CandE Global Platinum Sponsor

About Talent Board
Talent Board is the first non-profit research organization focused
on the elevation and promotion of a quality candidate experience.
Founded in 2011 as a 501(c)(3) corporation, Talent Board, the Candidate Experience
Awards benchmark program and its sponsors are dedicated to recognizing the
candidate experience offered by companies throughout the entire recruitment cycle and
to forever changing the manner in which job candidates are treated globally.

Benefits of Research Participation
Employers enjoy the following CandE benefits:
• Confidential research program for employers and candidates.
• Comprehensive aggregate benchmarking data.
• Industry recognition for employers with highest positive
candidate ratings.
• Access to industry peers and experts on candidate
experience.
2018 CandE Benchmark Program opens March!
• REGISTER TODAY by visiting:
http://www.thetalentboard.org/cande-awards/how-to-
apply/
• Deadlines:
• North America: August 10, 2018
• EMEA: November 1, 2018
• APAC: November 1, 2018

2016 Candidate Experience Research
2017 Candidate Experience Research
Copyright © 2017 Talent Board12/12/2017
North America
Companies: 200
Candidates: 180,000
CandE Winners: 50
EMEA
Companies: 75
Candidates: 25,000
CandE Winners: 15 APAC
Companies: 25
Candidates: 16,000
CandE Winners: 10
6

2017 North American CandE Winners

• Video interviewing a top five recruiting
technology investment for 2017/2018.
• Nearly 70% of employers implemented a video
interviewing platform in 2017
• However, only 13% of candidates actually took
part in a video interviewing in 2017
• Employers leveraged more cultural fit
assessments and job simulations in 2016 –
down again in 2017
9
Technology Impacts

• In 2017, 52% of candidates didn’t hear back
more than two months after applying to jobs
• Only 28% received an email or phone call
notifying them they weren’t considered for a job
• Most companies don’t survey unqualified
candidates and only 4% ask for any feedback at
all
• Many hiring managers don’t provide much
feedback (if any)
• Nobody is mandated to contact candidates after
they’ve applied
10
Stakeholder Impacts

Interview Prep and Communication
37%
13%
47%
19%
11%
30%
14%
15%
16%
19%
10%
3%
20%
5%
5%
9%
2%
3%
3%
59%
0% 10% 20% 30% 40% 50% 60% 70%
A detailed agenda provided in advance of the interview.
Provided an updated, printed agenda at the interview…
Interviewer names and background info provided prior.
A campus/facility tour provided during the interview…
Video information, tools and instructions provided…
Escorted between each interview event.
Provided job fit and candidacy status feedback…
Provided process, etc., and follow-up promise…
Travel was fully coordinated.
None of the above.
1 Star 5 Star
Missed
Opportunity

12
73%
11%
3%
35%33%
27% 26%
82%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
No feedback given. General and limited value
feedback was given.
Specific and thorough
feedback was provided.
I was encouraged to
apply again or for a
similar or another job.
1 Star 5 Star
Not Selected After Interview
Missed
Opportunity
Better
Experience

13
85%
8%
3% 1% 3%
36%
31%
16%
5%
12%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
No: I was never
asked.
Not Sure: I don't
remember.
Yes: I was asked to
relate my overall
experiences later in
the recruiting
process.
Yes: I was invited to
share my impressions
about the interview
process before any
next steps.
Yes: I was invited to
share my impressions
about the interview
process during the
interview.
1 Star 5 Star
Asked for Feedback After Interview
Missed
Opportunity
Better
Experience

• Foster culture of total team involvement —
recruiting, marketing and preparation
• Communication frequency and openness are
crucial — over-communicate
• Preps candidates for the interviews including
interviewer background information
• Closure is one of the best gifts you can give
candidates – and advise for the future
14
What CandE Winners Do Better

• Became a super user of video interviewing
technology
• Video interviewing provides candidates
more flexibility and better experience than
phone interviews
• Provides consistency and branding of
communication content
15

1. Next Steps and Follow-up
2. Be Clear and Concise: Fairness
3. Screen with Assessments
4. Acknowledgement and Closure
5. Communication and Feedback
16

17
CandE Interviewing
Screen with
Assessments
(Job
Simulation,
Culture Fit
and more) Prepare
Candidates
for the
Interview
Process
Do Your Best
to Adhere to
the
Interview
Schedules!
Offer
Immediate
Feedback
and Ask for
Feedback
Expectations
on Next
Steps Post
Interview
Keep
Relationship
Building
with Future
Fit and Silver
Medalists
Always Give
Closure to
All
Candidates

• Onboarding systems help automate before day
one and help candidates complete paperwork
and introduce them to peers
• Onboarding systems are a top 10 recruiting
technology investment in the next year
• Automated feedback processes asking new
hires to rate their candidate experience before
and after onboarding a differentiator
19
Technology Impacts

• Strengthen personal bonds with new hires by
extending a verbal offer prior to the written offer
• Send offer letters promptly -- nearly 1/3 of
candidates who had an overall poor experience
received their offer letters four or more weeks
after their final interviews
• Conduct credit reports, security verifications and
drug tests before day one so they can hit the
ground running
20
Stakeholder Impacts

21
6%
9%
4%
70%
14%
24%
3% 3%
30%
40%
0%
10%
20%
30%
40%
50%
60%
70%
80%
Yes: A recruiting
experience survey
was completed prior
to start date.
No: The recruiting
experience focus
group/debrief took
place within first
few days of my start
date.
No: The recruiter
follow-up took place
several weeks after
my start date.
No: I was not invited
to provide feedback.
Not Sure: I don't
remember.
1 Star 5 Star
Feedback Before Start Date
Better
Experience
Missed
Opportunity

• Implemented new onboarding navigation
team
• Provides central point of contact for new hires
• Launched new hire ambassador program
where new hire matched for first eight weeks
with at least one-year Comcast employee
22

• Takes special care to let candidates know
where they stand at every stage of their
journey – especially the offer and onboarding
stage
• Considers the possibility that candidates may
be weighing more than one job offer so being
overly responsive is critical
23

The Edge of Proactive Communication
24
12/12/2017 Copyright © 2017 Talent Board

25
CandE Offer/Onboarding
Strive for
Timely
Offers After
Interviews
Prepare
Candidates
for the Hire
Process
Make Sure
Hiring
Managers
Contact New
Hires Before
Start Dates
Ask for
Feedback
Before Start
Date
Expectations
on Next
Steps Post
Hire
Use
Onboarding
System to
Complete
Paperwork
and Introduce
to Peers
Remember,
You
Constantly
Have to Re-
Recruit to
Retain!

46%
26%
10%
9%
11%
11%
9%
Time Disrespected During Interviews Process Took Too Long
Salary Didn't Meet Expectations Job Description Difference at Interview
Company Culture Not a Fit Poor Rapport with Hiring Manager
Poor Communication with Hiring Manager
27
The Business Impact – Withdrawal
Missed Opportunity
with 1-Star Candidates
In contrast, candidates who gave their experience a great 5-star rating only 1.4% left
due to disrespect of time.

44%
40%
12%
4%1% 1%
17%
82%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Definitely Not Unlikely Likely Extremely Likely
How likely are candidates to refer?
1 Star 5 Star
The Business Impact – Referrals
Missed
opportunity
Better
Experience

77%
61%
81%
67%
80%
66%
81%
66%
Positive Experience Negative Experience
Sharing Positive/Negative Experiences (Inner Circle)
2017 2016 2015 2014
29
The Business Impact – Inner Circle

30
51%
35%
50%
34%
49%
33%
51%
34%
Positive Experience Negative Experience
Sharing Positive/Negative Experiences (Social Media)
2017 2016 2015 2014
The Business Impact – Social Media

2% 6%
46%
46%
74%
19%
7%
1%0%
10%
20%
30%
40%
50%
60%
70%
80%
Great Candidate
Experience - Increase
Business Relationship
Pretty Good Neutral Poor Candidate
Experience - Severe
Business Relationship
How likely will candidates change relationship status based on their
overall candidate experience ratings?
2017 - 1 Star 2017 - 5 Star
Missed
Opportunity
The Business Impact – Relationship
Copyright © 2017 Talent Board 3112/12/2017
Better
Experience

32
The Business Impact

• A study conducted by Virgin Media — losing
more than $6 million annually in sales
revenues due to poor candidate experiences —
then turned it into a $7 million revenue
stream
• Many CandE Winners are today quantifying the
cost of a poor candidate experience, which can
be in the millions of dollars per year, and
incremental improvements can go a long way
to increasing revenue and referral networks
33
Counting the Cost Benefits

…it’s all about improving the impact on the bottom line.
happy boss
In the end…
happy boss

Thank You! Questions?
Kevin W. Grossman
President, Global Programs
Talent Board
kevin.grossman@thetalentboard.org
@KevinWGrossman
www.linkedin.com/in/kevinwgrossman

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