Candidate Experience: Kevin Grossman on Treating Every Applicant Like a Brand Touchpoint

In this episode of The Recruiting Book Club, host Carmen Hudson sits down with Kevin Grossman, longtime TA strategist and co-author of Candidate Experience, for an unfiltered exploration of what it really means to respect every applicant - even the ones who don't get the job. From faxes in the ‘90s to AI-assisted screening today, Kevin walks through the messy evolution of candidate experience and how it became the biggest unsolved issue in modern recruiting. Key themes discussed include: Candidate Experience Starts Before You Hire: Kevin argues the experience begins the moment a candidate becomes aware of your brand - not when they hit "apply." Recruiters who get this wrong erode both their pipeline and their company’s reputation. Rejection ≠ Neglect: Most applicants will hear “no.” Kevin explains why timely, clear, and empathetic rejections are critical - not for closure, but for retention, referrals, and brand advocacy. Stop Ghosting Your Pipeline: Ghosting candidates after outreach? According to Kevin, that’s the fastest way to lose trust - and future applicants. He breaks down how TA teams can avoid the “black hole” effect by systematizing communication. Internal Candidates Are Candidates Too: Kevin shares how high-performing companies actively re-recruit internal talent to drive retention, mobility, and loyalty - without sacrificing fairness in the hiring process. Coupons and Career Tips: Unexpected Differentiators: From Kimberly-Clark’s revenue-generating coupon initiative to Northwell Health’s job-seeker training content, Kevin highlights the small moves that separate candidate-centric employers from everyone else. Candidate Resentment Is Real - and Growing: Carmen and Kevin reflect on years of data from The CandEs to explain why candidate resentment keeps rising, and what TA leaders must do before it tanks employer brand and application volume. Why Most Recruiters Aren’t Trained for This: The truth: many recruiters learn on the job with zero formal training in process, feedback, or interview coaching. Kevin offers blunt advice for TA leaders looking to upskill their teams without a massive budget. This episode is essential listening for anyone involved in hiring - from sourcers to HR execs. Kevin doesn’t just talk about candidate experience - he’s measured it, benchmarked it, and built systems to improve it. Because the question isn’t whether candidate experience matters. The question is how long your company can afford to ignore it. Follow Carmen Hudson on LinkedIn or visit www.carmenhudson.com Connect with Kevin Grossman on LinkedIn Get your copy of Candidate Experience – the essential playbook for HR and TA leaders ready to turn every applicant interaction into a strategic advantage and prove hiring impact with data that executives can't ignore. Learn more about your ad choices. Visit megaphone.fm/adchoices