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Talent Management Helps Supermarket Chain Live Brand Promise
More retailers are enjoying the advantages that effective talent management processes, supported by technology, can offer. This includes strategies for attracting, developing and retaining employees, ensuring a pipeline of qualified people, and building a culture of engagement and productivity. Gallup research shows companies with higher-than-average employee engagement also have 27 percent higher profits, 50 percent higher sales and 50 percent customer loyalty.1
The Importance of Making Employees Brand Advocates
Like it or not, the popularization of social media has amplified the sharing of information (both good and bad) about brands online. For example, Comcast was recently lampooned on social media after a bad customer service call went viral, and many customers and ex-customers were quick to share their complaints about the company. While the cable company was apologetic, an outcry to fire the customer service rep who handled the call ensued. But according to customer service guru and bestselling book author, Shep Hyken, the root of the problem was not about one customer service rep but rather was about deeper company culture issues. Hyken says, "It could have happened to any company. It doesn’t have to be in a call center. It can be on the front line of any type of business."
Why Employment Brand Is About the Candidates — Not the Company
Recruiting is becoming increasingly integrated with marketing, and some even predict that recruiting will eventually become a marketing role. As much as companies focus on the consumer-facing brand, they're dedicating more attention and energy to their employment brand. This means recruiters need to have a new mindset along with a new set of tools in their repertoire, writes Matt Charney on Human Capitalist.