Want more people? Develop an employee journey.

Customer experience (CX) professionals use the concept of the customer journey to literally map out the path a new customer takes when interacting with the brand.

CX pros want to understand it all. How did they first encounter the brand and how did they further engage. The idea is that by understanding the roadmap, CX pros can help shape the experience and, ultimately, fix hidden problems and sell more stuff.

We can do this too, but for our future team members instead of our customers. Here’s a taste of what we need to understand from everybody we hire:

– How/Where did they first hear about us? (the very first time!)

– What was their first impression?

– What did they do next? (website, Glassdoor, social, etc.)

– Why did they decide to apply?

– How did they apply? (website, LinkedIn, headhunter, etc.)

– How long before they were contacted by the company?

– What was that first call like? And, who made that call?

– What is the screening process like?

– What is the interview process like?

– How do we talk about the company?

– How do we explain the value proposition of the job and company?

– How fast did we generate a good offer?

– What does week 1 look like?

– What does the next 3 months look like?

– What does the next 9 months look like?

Create a spreadsheet because this is just the start.

This is digging down into the weeds. But, in a hyper competitive market, we can’t be stupid about this stuff. It all matters. A lot. Great people have many great offers and they won’t wait 3 weeks for us to get our ducks in a row and perform a screening call.

So, we have to understand the details of their journey. We understand it so we can, like the CX pros, tweak it and make more sales.