Best in Class Service and HR’s Role
Great firms understand the importance of their brand and the need for customer service to be both effective and in the moment. With the rise of social media, more and more consumers are going to social media to air their grievances in real time and have the expectation of a prompt response. Savvy companies understand the need to respond to those queries and have already adjusted their customer service models. Here are some great brands leading by example on response time and on the percentage of replies to customer/fan comments.
At the core of great customer service and protecting the firm’s brand is developing trust with the customer or client. Firms that take the time to get their social media customer service policies right reap the benefits of a transparent relationship and a loyal fan base. Great customer service also leads to great word of mouth public relations and there are several examples of witty companies using social media to their advantage. Taco Bell, Old Spice and a few others stand out as firms using humor to diffuse complaints and win over new followers to the brand.
In HR we can make use of social media for strategic wins for the company as well. Talent acquisition professionals can tap into social media technologies to provide a similar customer service experience to potential new hires. The technology now exists to allow companies to see candidates in real time as they interact with a firm’s career page or their LinkedIn company page. HR professionals can tailor the experience with welcome videos, group informational chats, and connect future employees to mentors before an employee has even walked through the door on their first day. By connecting meaningfully with the candidate and building trust from the first interactions, HR can build a fully engaged workforce and continue to develop that relationship into a long career.
Join HCI May 15, 2013 at 1pm ET for the webcast, Connect with Candidates from the First Touch through the First Day, and hear Director of Strategic Sourcing at John Hancock Life Insurance Company, Lisa Maronski, debate the value of staying connected with candidates and how it can benefit the firm in the long run.