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The	
  Candidate	
  	
  Experience:	
  Define,	
  Measure,	
  Predict	
  
Amelia	
  Merrill	
  
VP,	
  Talent	
  Acquisi<on	
  	
  
and	
  Employee	
  Engagement	
  
RMS	
  
Heather	
  Tinguely	
  
Senior	
  Program	
  Manager	
  
Microso8	
  
…a conversation exploring the definition,measure and business necessityfor treating candidates well
Chris:na	
  McClung	
  
Director,	
  US	
  &	
  Int’l	
  Card	
  
Recrui<ng	
  
Capital	
  One	
  
Moderator:	
  
Gerry	
  Crispin	
  	
  
Chief	
  Navigator	
  
CareerXroads	
  
Heather	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  Chris<na	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  Amelia	
  	
  
Audience	
  Q	
  &A	
  	
  	
  	
  Audience	
  Polls	
  	
  
-­‐20	
  
-­‐10	
  
0	
  
10	
  
20	
  
30	
  
40	
  
50	
  
60	
  
70	
  
80	
  
90	
  
0	
   10	
   20	
   30	
   40	
   50	
   60	
   70	
   80	
   90	
  
Re-­‐Apply	
  
Refer	
  
CandE	
  Net	
  E²	
  Scores	
  
There	
  is	
  a	
  [measurable]	
  difference	
  in	
  
how	
  candidates	
  are	
  treated	
  
The	
  only	
  real	
  ques:on	
  is	
  what	
  it	
  
means	
  to	
  your	
  company	
  
“How Likely are you to APPLY AGAIN?”
“Extremely Likely”
5.7%
“Definitely Not”
“Extremely Likely”
“Definitely Not”
24.7%
62.0%
0.6%
TalentBoard 2014 Copyright ©
“How Likely are you to REFER someone in the future?”
I would actively encourage
others to apply
I would actively discourage
others from applying
I would actively encourage
others to apply
I would actively discourage
others from applying
61.5%
0.5%
5.8%
27.0%
TalentBoard 2014 Copyright ©
6
“I…will increase
my purchasing power.”
38.8%
30.8%
customer
“I…will take my
Purchasing power somewhere else.”
“How Likely are you to change your status as a CUSTOMER?”
TalentBoard 2014 Copyright ©
Tell	
  us	
  a	
  liHle	
  more	
  about	
  your	
  
company	
  and	
  role	
  before	
  we	
  get	
  into	
  
the	
  details	
  of	
  your	
  Candidate	
  
Experience.	
  
Heather	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  Chris<na	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  Amelia	
  	
  
When	
  you	
  started	
  down	
  this	
  path	
  
to	
  improve	
  your	
  candidate’s	
  
experience	
  did	
  you	
  have	
  any	
  
‘push	
  back’?	
  
What	
  were	
  the	
  first	
  one	
  or	
  two	
  
‘prac:ces’	
  you	
  changed,	
  added	
  or	
  
improved	
  and	
  why?	
  
Heather	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  Chris<na	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  Amelia	
  	
  
Beyond	
  what	
  you	
  already	
  said	
  
were	
  there	
  measures	
  how	
  you	
  
treat	
  candidates	
  you	
  could	
  :e	
  
back	
  to	
  business	
  results?	
  	
  
Heather	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  Chris<na	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  Amelia	
  	
  
 
	
  
The	
  phrase	
  ‘black	
  hole’	
  has	
  become	
  a	
  rallying	
  cry	
  
highligh:ng	
  candidate	
  frustra:on.	
  
	
  
How	
  do	
  you	
  handle	
  the	
  candidate’s	
  interest	
  in	
  their	
  
status?	
  
	
  	
  
Heather	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  Chris<na	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  Amelia	
  	
  
How	
  do	
  you	
  handle	
  ques:ons	
  prospects	
  have	
  before	
  
they	
  apply…when	
  they	
  are	
  researching	
  your	
  company?	
  
[audience poll]
- Can prospects call, email, text message recruiters directly?
- Do you have SM like Linkedin Groups, Talent Communities, Facebook
fan pages where Q&A can take place?
- Do you have interactive FAQs, recruiter blogs linked on your Company
site’s career pages?
- Do you have chat rooms or webinars emphasizing specific jobs?
Heather	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  Chris<na	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  Amelia	
  	
  
 
	
  
	
  
How	
  do	
  you	
  communicate	
  with	
  candidates	
  who	
  apply	
  
but,	
  never	
  make	
  it	
  to	
  finalist?	
  
	
  
Do	
  you	
  differen:ate	
  between	
  those	
  who	
  were	
  	
  
qualified	
  and	
  those	
  who	
  weren’t?	
  
	
  
Heather	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  Chris<na	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  Amelia	
  	
  
What	
  else	
  would	
  you	
  like	
  to	
  do	
  
that	
  you	
  believe	
  impacts	
  
candidate	
  engagement?	
  
Heather	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  Chris<na	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  Amelia	
  	
  
What	
  advice	
  would	
  you	
  offer	
  to	
  
your	
  colleagues	
  listening	
  in	
  who	
  are	
  
interested	
  in	
  improving	
  their	
  
candidates’	
  experience?	
  
Heather	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  Chris<na	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  Amelia	
  	
  
Thank	
  You!	
  
Heather	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  Chris<na	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  Amelia	
  	
  

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The Candidate Experience: Define, Measure, Predict | Webcast

  • 1. The  Candidate    Experience:  Define,  Measure,  Predict   Amelia  Merrill   VP,  Talent  Acquisi<on     and  Employee  Engagement   RMS   Heather  Tinguely   Senior  Program  Manager   Microso8   …a conversation exploring the definition,measure and business necessityfor treating candidates well Chris:na  McClung   Director,  US  &  Int’l  Card   Recrui<ng   Capital  One   Moderator:   Gerry  Crispin     Chief  Navigator   CareerXroads  
  • 2. Heather                                                            Chris<na                                                              Amelia     Audience  Q  &A        Audience  Polls    
  • 3. -­‐20   -­‐10   0   10   20   30   40   50   60   70   80   90   0   10   20   30   40   50   60   70   80   90   Re-­‐Apply   Refer   CandE  Net  E²  Scores   There  is  a  [measurable]  difference  in   how  candidates  are  treated   The  only  real  ques:on  is  what  it   means  to  your  company  
  • 4. “How Likely are you to APPLY AGAIN?” “Extremely Likely” 5.7% “Definitely Not” “Extremely Likely” “Definitely Not” 24.7% 62.0% 0.6% TalentBoard 2014 Copyright ©
  • 5. “How Likely are you to REFER someone in the future?” I would actively encourage others to apply I would actively discourage others from applying I would actively encourage others to apply I would actively discourage others from applying 61.5% 0.5% 5.8% 27.0% TalentBoard 2014 Copyright ©
  • 6. 6 “I…will increase my purchasing power.” 38.8% 30.8% customer “I…will take my Purchasing power somewhere else.” “How Likely are you to change your status as a CUSTOMER?” TalentBoard 2014 Copyright ©
  • 7. Tell  us  a  liHle  more  about  your   company  and  role  before  we  get  into   the  details  of  your  Candidate   Experience.   Heather                                                            Chris<na                                                              Amelia    
  • 8. When  you  started  down  this  path   to  improve  your  candidate’s   experience  did  you  have  any   ‘push  back’?   What  were  the  first  one  or  two   ‘prac:ces’  you  changed,  added  or   improved  and  why?   Heather                                                            Chris<na                                                              Amelia    
  • 9. Beyond  what  you  already  said   were  there  measures  how  you   treat  candidates  you  could  :e   back  to  business  results?     Heather                                                            Chris<na                                                              Amelia    
  • 10.     The  phrase  ‘black  hole’  has  become  a  rallying  cry   highligh:ng  candidate  frustra:on.     How  do  you  handle  the  candidate’s  interest  in  their   status?       Heather                                                            Chris<na                                                              Amelia    
  • 11. How  do  you  handle  ques:ons  prospects  have  before   they  apply…when  they  are  researching  your  company?   [audience poll] - Can prospects call, email, text message recruiters directly? - Do you have SM like Linkedin Groups, Talent Communities, Facebook fan pages where Q&A can take place? - Do you have interactive FAQs, recruiter blogs linked on your Company site’s career pages? - Do you have chat rooms or webinars emphasizing specific jobs? Heather                                                            Chris<na                                                              Amelia    
  • 12.       How  do  you  communicate  with  candidates  who  apply   but,  never  make  it  to  finalist?     Do  you  differen:ate  between  those  who  were     qualified  and  those  who  weren’t?     Heather                                                            Chris<na                                                              Amelia    
  • 13. What  else  would  you  like  to  do   that  you  believe  impacts   candidate  engagement?   Heather                                                            Chris<na                                                              Amelia    
  • 14. What  advice  would  you  offer  to   your  colleagues  listening  in  who  are   interested  in  improving  their   candidates’  experience?   Heather                                                            Chris<na                                                              Amelia    
  • 15. Thank  You!   Heather                                                            Chris<na                                                              Amelia