Bad Candidate Experience Cost Virgin Media $5M Annually (and How They Turned That Around)

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A few years ago, unbeknownst to him, Graeme Johnson, the former Head of Resourcing at the British cable and mobile provider Virgin Media (who is now leading recruiting at BT), opened up a can of worms.  

New on the job, Johnson wanted to examine how candidates who had been rejected viewed Virgin Media’s brand. As he looked at post-interview surveys, there was one that stood out: a hairdresser from Manchester named Louise who had lot of enthusiasm for the job, but very limited qualifications—so limited that she was surprised she’d been granted an

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