MUST-KNOW�REVELATIONS�FROM�THE������“OPPORTUNITIES

IN�STAFFING”�STUDY

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This e-book contains key findings from the “Opportunities in Staffing” study and insight into the behaviors clients and candidate value most when it comes to staffing firms. Use these findings to strengthen your current client and candidate relationships, build new ones and position your firm for continued success.

Maya Angelou once said. The late poet could easily have been talking about the staffing industry, where the ability to provide unforge�able experiences sets firms apart from their competitors. CareerBuilder and Inavero’s recent “Opportunities in Staffing” study provides the most recent evidence of how providing exceptional experiences can increase client and candidate loyalty and generate new business.

“PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL,”

CAPITALIZING�ON�THE�CLIENT�AND�CANDIDATE�EXPERIENCE

CLIENTS AND CANDIDATESCAN BE YOUR BEST MARKETERS

– OR A PR NIGHTMARE.

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If there’s one thing clients and candidates aren’t shy about sharing, it’s how they feel about the experience with their firm. This news bodes extremely well for your firm if clients and candidates feel they have had a good experience with your firm.

Nine out of 10 clients and candidates who had a positive experience with their firm will actively encourage others to use the firm.

Unfortunately, it works both ways: Seventy-two percent

of candidates and 79 percent of clients will discourage someone from using your firm if they have a bad experience. In light of today’s social media-driven world, it’s more important than ever to ensure you are providing an exceptional experience for those you serve. Especially when considering the impact of word-of-mouth marketing in the staffing industry:

Three in 4 clients and candidates choose their staffing firms based primarily on referrals from a friend or colleague.

Though you don’t have control over what clients and candidates say about your firm, you can steer the conversation in the right direction by focusing on providing exceptional experiences. Unfortunately, the “exceptional experiences” many staffing firms believe they provide differ vastly from the experiences clients and candidates say they provide, as our findings prove. Keep reading to learn more.

YOUR�PERCEPTION�VS��THEIR�REALITY

THINK YOU’RE ON TOP OFYOUR GAME? THINK AGAIN.

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In a classic case of “he said, she said,” results found that staffing firms and clients do not always agree when it comes to ma�ers of trust, services offered and experiences provided. Consider the findings below:

75 percent of staffing firms say they take time to learn about their clients’ company

culture; however, only 27 percent of clients agree with this statement.

78 percent of staffing firms say they show they care about candidates as people, yet only

53 percent of candidates agree with this statement.

75%

78%

These findings underscore the need to take an objective look at your firm's quality control processes. Ask clients and candidates for feedback about their experience

with your firm – and listen to it. Even negative feedback will ultimately help you provide be�er service in the long run. Make sure you hold your staff accountable to your process to ensure the ultimate level of service.

There is also a significant perception gap when it comes to instilling trust in clients and candidates:

fewer than 1 in 4 clients and job candidates say they actually trust what their staffing firms tell them.

If these results tell us anything, it’s that actions speak louder than words: If staffing firms want to build trust with clients and candidates, they must prove they are trustworthy first.

Though 90 percent of staffing firm employees believe they are persuasive with prospective clients or job candidates,

WHAT�THE�FUTURE�OF�STAFFING�HOLDS

THREE INDUSTRYTRENDS TO WATCH

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You realize your firm's success depends on providing exceptional experiences. This rule extends to the mobile experience as well:

76 percent of clients and candidates say they will leave a

website if it isn't mobile-optimized, and 63 percent of clients develop a less favorable impression of the staffing firm if its site isn't useful on a mobile device.

2 in 5 staffing firm employees say their firm's site isn't optimized for mobile devices, and only 1 in 4 say their website works “very well”

on a mobile device.

1.THE MOBILE EXPERIENCE MATTERS

Roughly half of clients expect to pay more for temporary workers due to the Affordable Care Act, and 56 percent believe it will increase the demand for temporary

employees. Work with clients to prepare for these changes, and stay informed of ACA changes so you can be a valuable source of information and guidance for your clients.

2.THE IMPACT OF THE ACA

56%

Less than 5 percent of clients and job candidates have utilized an online staffing firm in the past year, yet half of these clients expect to increase their use of online staffing in the coming year. While the current level of use is low, the emerging adoption of online staffing indicates the model may be more than a passing trend. Stay ahead of the curve by taking the time to consider how you might integrate online staffing with your current strategy.

3.ONLINE STAFFING: THE FUTURE OR JUST A FAD?

KEY�LEARNINGS�FROM�THIS�E-BOOK

IN CONCLUSION

Provide exceptional experiences: They are key to standing out.

Clients and candidates WILL talk about your firm. Listen to what they have to say.

Trust is built on actions, not words. Prove your worth.

Solicit feedback and online reviews. Have a strategy in place to respond to and utilize the feedback.

Hold your staff accountable to maintaining exceptional service.

Clients and candidates expect more from your mobile site. Test the usability of your mobile website.

Get more key findings and recommendations atwww.OpportunitiesInStaffing.com.

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ABOUT�CAREERBUILDER®�

Recruiting is complicated. CareerBuilder makes it easy. We understand as the economy changes, so do the needs of the businesses and individuals we serve. Whatever your situation, we’re here to empower you with the resources you need to find, hire and keep the best people. From candidates sourcing, to comprehensive, easy-to-understand workforce data, to so�ware that streamlines your recruiting process, our solutions are designed to make your recruitment strategy simple, fast and effective, so you can focus on your No. 1 asset — your people.

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