DigitaI Innovation
Enhancing
C A N D I DAT E
EXPERIENCE
in the Age of the
Customer
Applying consumer-grade technology to the
candidate journey will enable proactive, two-way
communication and lead to a better experience for
candidates and insight for recruiters.
W
hether or not
“the customer is
always right”, in
an era of ‘social’,
the customer’s
ability to make their voice heard, instantly
and globally, means they wield power over
organisations offering products or services.
Sustaining positive engagement therefore
involves proactive, two-way communication.
If you need evidence of the power of social
media to impact on a company’s reputation,
look no further than United Airlines in April
of this year. Disturbing footage of an incident
involving a passenger being ‘bumped off’ a
flight – and dragged out, when refusing to
leave voluntarily – went viral, provoking a
horrified reaction from the public.
The handling of the incident was poor, the
outcry vocal and the impact on engagement
with United Airlines – and on its bottom line
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– will no doubt be felt for years to come.
On a positive note, exemplary practice
can also catch the public imagination, or
a negative scenario can be handled well,
leading to enhanced customer confidence.
Such examples relate to consumer
business, so what has this to do with talent
acquisition and management? This is the
theme of a candid discussion between Jeremy
Tipper, Managing Director of Alexander
Mann Solutions’ consulting business, Talent
Collective, and members of the team at
Rant & Rave, which provides multi-channel
customer engagement solutions.
To enhance perspectives, Rant & Rave’s
Managing Director, Kenny Bain, brought
his Head of Channels and Partners, Rew
Golding, and his Head of Marketing, Jen
Morris to talk to us about the benefits of a
new partnership between Talent Collective
and Rant & Rave.