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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 REALITYNO 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 WHATEVERMANY OF THE CORE VALUES
THE THINGS THAT “ATTRACT GEN Y”
ATTRACT ALMOST EVERYONE
(AND THAT’S OKAY)
There’s a five step program for that
NOT THERE YET? IT’S OKAY.
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
• Dropping accountability
• Becoming a non-profit
• Letting the patients run the asylum
• Inexplicable policy
Let them do their job. If they can’t, train ‘em or drop ‘em.
GET OUT OF THE WAY OF PEOPLE
2. BE SOCIALREPEAT AFTER ME:
YOUR CANDIDATES ARE YOUR CUSTOMER
YOUR CANDIDATES ARE YOUR CUSTOMER
YOUR CANDIDATES ARE YOUR CUSTOMER
SOCIAL CRM STRATEGY
IS RECRUITING 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 OPENYES, BEING OPEN IS SCARY
IT WILL BE ALRIGHT
YES, YOU WILL MAKE MISTAKES
IT WILL BE ALRIGHT
TH
IS S
LIDE IS
A M
ISTA
KE
Th
at’s wh
at hap
pen
s wh
en yo
u
have an
op
en w
orkp
lace. An
d
peo
ple w
ill 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.
• Social influence
• 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
Anyone other than what you’re supposed to be is wrong. Wanna change? Do it.
YOU DON’T WANT TO BE NOT YOU
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
…in a good way for many people. Customers respond well, employees follow that.
THIS WILL IMPACT ATTRACTIVENESS
MAKING YOUR CRM STRATEGY CUSTOMER FRIENDLY
MAKES 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
ACTIONS:• ALIGN SOCIAL CRM WITH
RECRUITING STRATEGY
• ACKNOWLEDGE YOUR CULTURE AND EMBRACE IT OR CHANGE IT
• EXPLORE BEING MORE OPEN AND UTILIZING EMPLOYEES
• EVOLVE TO MEET CUSTOMER NEEDS, EMPLOYEE NEEDS
QUESTIONS?
IMAGE SOURCEShttp://www.flickr.com/photos/36244797@N00/297884711/http://www.flickr.com/photos/alanclarkdesign/2486090836/http://www.flickr.com/photos/sundazed/2303437736/http://www.flickr.com/photos/yourdon/3030246123/http://www.flickr.com/photos/greenplastic875/138769809/http://www.flickr.com/photos/littledebbie11/4748696666/http://www.flickr.com/photos/twistedart/3212669069/http://www.flickr.com/photos/bettina-braun/140235158/http://www.flickr.com/photos/tallkev/284624541/http://www.flickr.com/photos/yogma/2547978920/http://www.flickr.com/photos/trekkyandy/2247781640/http://www.flickr.com/photos/tchacky/4554266330/http://www.flickr.com/photos/doviende/38008649/http://www.flickr.com/photos/dreamsjung/2097377384/
