General Session: Candidate Experience: Lessons Learned Gerry Crispin, Chief Navigator, CareerXroads

1

What Inspires Me

The Candidate Experience: Lessons Learned

The Best Way to Handle the Fork in the Road

Argentina Australia Brazil China India Israel Japan New Orleans New Zealand Russia UK Uruguay

Noah applied to 100 Best

Companies recently.

2003 - Vinnie Boombotz

Credit and Collections Supervisor

2004 - Gold E. Locks

Marketing Assistant

2005 - Josh Randall

Recruiting Team Leader

2006 – Ted E. Baer

Administrative Assistant

2007 – Morris (M.R.) Goodbar

MBA Graduate

2008 – James (Jim) Knee Cricket

Sales

2009 – William B. Baggins

Accounting

2010 – Jack Coostow

Environmental Technician

2011 – Chris Kringle

Security Systems Programmer

2012 – Charles Brown

Marketing Assistant

2013 – Noah Z. Ark

Accountant

17,500 Candidates Complete

Survey

Lesson Learned #1

Calibrate Everything

Advice Center: Great concept

“How we hire.” Worldclass. No one is as thorough,

transparent and clear.

10

Lesson # 4 – “Speak Clearly” Lesson Learned #2

“The Medium is [a] Message”

Engaging AND informative. FB

integration

*

...TEXT, call

or chat with

recruiters?

...CHECK their

resume STATUS?

...APPLY for a job with a

previously saved profile?

36%

10.0%

32%

Source: CareerXroads survey, January, 2013

...search for

new jobs? 48.8%

...do NONE

of the above?

53.4%

Candidate job search engagement through connections and relationships on social media are significant and growing.

Source: theCandEs.org, 2013

Employers use… Online

Candidates see…

Lesson Learned #3

There is a Silver Bullet

Referred

Candidates are

more likely than

Non-referred

Candidates

to receive an offer. Source: theCandEs.org, 2013

50% of candidates are NOT aware you have an Employee Referral Program.

You already know who your

employees know

Lesson Learned #4

Disclosure isn’t an option

20

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?

What is ‘fit’?

How many people [like me] left, were promoted, etc. last year?

Gamification = Convergence of Assessment, Selection and Simulation

Lesson Learned #5

“Can You Hear Me Now”

Disney PepsiCo GE AbbVie

“Your best new grad in the last 2-3 years”

“We ask job seekers at later phases of the recruiting

process.” 78.8%

EMPLOYERS

“Do you listen when candidates APPLY?”

9.5%

CANDIDATES

Source: theCandEs.org, 2012

15.2%

“We ask via ‘pop-up’ survey before they begin.”

6.1%

“We also ask those

who abandon the application.”

“Do you listen to the finalists?”

20% of the

Finalists

Agreed

Source: theCandEs.org, 2012

63.3% 36.7%

Employers said…

Lesson Learned #6

Measuring success alone misses the mark.

Yes No

HR Error 404. The job you applied for cannot be found or, doesn’t really exist. Would you prefer a glass of wine instead?

31

…our online application can be completed in less than two minutes.

…all candidates…reviewed and communicated…1-20 days.

Deliver What You Promise

43.7%

POSITIVE

Source: theCandEs.org, 2012

“How do you rate your company’s ability to communicate with unqualified candidates?”

EMPLOYERS

45.9%

NEUTRAL

10.4%

NEGATIVE

Source: theCandEs.org, 2012

CANDIDATES

“How were you treated when YOU were NOT SELECTED by [Company Name]?”

17.9%

POSITIVE

38.5%

NEUTRAL

43.6%

NEGATIVE

Noah Z. Ark received 265 Responses to his resume

25% eventually told Noah “no” (Which means 75 didn’t bother)

77% in some way ‘acknowledged’ Noah for his application.

5 companies showed interest including 2 calls from company recruiters and 1 from a headhunter.

Apr 5, 2011 Hi Chris,

Thank you so much for giving us the opportunity to consider you for our Information Security Engineer 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, Tonya Shtarkman The Zappos Family Recruiting Team

How [10,000] candidates said they were rejected:

Source: theCandEs.org 2012

Thank you

(be specific)

Brand

(again and again)

Create

Expectations

Promise closure

Manage feedback

Deliver What You Promise

Lesson Learned #7

Expect…and measure…

CANDIDATES

“How likely are you to share your

experience: Positive or Negative?”

CANDIDATES

40 Source: theCandEs.org, 2012

46.3%

Likely or Very likely

15.2%

Neutral

6.1% Unlikely or Very Unlikely

“How likely are you to REFER someone

to [Company Name]?”

CANDIDATES

46.3% Likely or Very

Likely

15.2% Neutral

6.1% Unlikely or

Very Unlikely

41

Source: theCandEs.org, 2012

50.6%

Unlikely or very likely

“How likely are you to change as a CUSTOMER

of [Company Name]?”

28.8%

Neutral

24.9% Likely or very Likely

(~5% +, ~20% - )

CANDIDATES

50.6% Unlikely or Very

Unlikely

28.8% Neutral

24.9% Likely or Very

Likely

42

#1 – Build the Business Case

Derive the value. Calculate and

measure the return.

#3 – Increase Transparency

Improve every stakeholders’

ability to make a decision.”

#2 – Seek Feedback

“Stakeholders

[initially/periodically] need to

share their experience at each

stage.”

#4 – Set Expectations, Make them

Public…to all stakeholders, then deliver.

Clarify what will happen next. Set a bar

for minimum expectations.

#5 – Walk in their shoes.

There is no substitute for

understanding ‘their’ perspective fully.

Good Hunting!