“Plenty of recruiters have reached out to me with interesting offers over the years, however Benjamin’s attention to detail and consideration of my needs has not been matched by anyone else. Throughout the recruitment process, Benjamin proved a value collaborator for both my future employer as well as myself to ensure we both fit each others’ requirements and culture. I’m very happy in my new role - and thank you to him for that - but should I transition in the future, I hope we can work together again. ”
About
Experienced Recruitment Consultant and Line Manager with focus on Regulatory And QA…
Contributions
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How can you measure the emotional impact of a customer complaint and improve your process?
From a business standpoint, understanding emotional impact you have on your audience and clients will open doors for you that direct marketing can't. Implementation of a process that caters to not only clients but also crucially candidates will then enable you to reach out to even more network through the major tool that is recommendation. This is in turn means more happy clients, candidates and as a consequence a more consistent business
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How can you measure the emotional impact of a customer complaint and improve your process?
The first part is always taking the feedback. Consistently. Positive reviews and feedback will let you know what is working and these will be your building blocks. Negative feedback will help analyse trends and by cross checking you will unearth what are the main sticking points in your process. What comes next is to implement change. As a recruiter, we have the luxury of being reviewed by both candidates and clients, and having a flexible process which can support constant tweaks, without having to rewrite the whole playbook. Through all stages, constant CRM feeding is key, otherwise you won't be able to follow up on these previous complaints you are trying to turn around.
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How can you measure the emotional impact of a customer complaint and improve your process?
We all know that it is much easier to give negative feedback on a past experience rather than a positive one. As such, other than standard tools such as Net Promoter Score, the best way in my opinion to measure the emotional impact is the capacity to refer. By referring a service/consultant to someone that you know, you are vouching on a personal basis for the positive emotional impact this has brought to you. This means also slight accountability from the referee in case things don't work out, and consumers/clients/network won't recommend to a close relationship, if they are forced to, they will do if they have had a positive emotional impact
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How can you measure the emotional impact of a customer complaint and improve your process?
Emotions is one of the ruling sentiments in a client-customer relationship, as this is one of the main factors that come into play when making a decision. Although practical factors of course come into play, our path as a consumer is decided on what feels "right". As emotions can be volatile and most commonly mis-interpreted, understanding the driving factor for someone taking the time to speak to you in the first place will give you much more clarity on what their needs are precisely. As a consumer society, we now pay much more attention to factors like NPS and reviews rather than price, in part thanks to the increased access to information and feedback we now have.
Activity
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Happy Sunday… A good time to pay something forward that may be useful to many Directly from an industry leader. Listening to this week's Ascension…
Happy Sunday… A good time to pay something forward that may be useful to many Directly from an industry leader. Listening to this week's Ascension…
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Happy Friday to anyone still working! 🏖️ Recruiting in the summer months is like trying to find a needle in a haystack, except the haystack is on…
Happy Friday to anyone still working! 🏖️ Recruiting in the summer months is like trying to find a needle in a haystack, except the haystack is on…
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📖 Today is National Book Lovers Day! 📔 I love a good book, both fiction and non-fiction. Last year, Michelle Lally encouraged us at Consult to…
📖 Today is National Book Lovers Day! 📔 I love a good book, both fiction and non-fiction. Last year, Michelle Lally encouraged us at Consult to…
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Experience & Education
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Consult
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Volunteer Experience
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Traducteur pour programme d'échange international étudiant / School exchange group translator
Mairie de Pont de Beauvoisin
- less than a year
Education
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Les indicateurs de la satisfaction client
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Languages
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Italien
Limited working proficiency
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Anglais
Native or bilingual proficiency
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Français
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