social crm and recruiting integration

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

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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?

CONTACTLANCE HAUN

LANCE@ERE.NET

TWITTER.COM/THELANCE

ERE.NET - TLNT.COM

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/