Vitamin T’s NPS® Story – From Brand Inception to World Class Client Service Published by Kat Kocurek - September 30, 2019 Vitamin T, the talent agency for digital creatives, has been working with ClearlyRated since 2011 to measure the experience of their clients and placed talent. Utilizing the Net Promoter® Score to monitor and improve client service, the Vitamin T team has generated increasing levels of customer value and service quality year-over-year since the brand’s inception. […]
Implementing a Client Feedback System for PEOs | A Q&A with Anne Donovan of Xenium HR Published by Kat Kocurek - September 5, 2019 Anne Donovan, President of Xenium HR, has over 25 years’ experience in HR services – including providing strategic leadership to Xenium as President since 2009. An active member of the HR community, she is also a former board member for the National Association of Professional Employer Organizations (NAPEO) and a respected thought leader throughout the […]
How to Avoid Common NPS® Survey Mistakes Published by Kat Kocurek - June 27, 2019 Thousands of businesses have implemented a Net Promoter® Score (NPS®), or similar survey program to gauge client satisfaction at their firm — but that doesn’t mean they’ve all executed on it right. Whether they failed to identify a point person to take ownership over the program or they simply failed to set expectations across their […]
Secrets to Winning With Your NPS® Survey Published by Eric Gregg - June 26, 2019 From the way you craft your survey emails to how you follow up on your results, there are several factors that can influence the overall success of your Net Promoter® survey program — and the long-term impact it has on both your organization and your revenue. Click here for a refresher on Net Promoter® Score>> Sourcing […]
5 things the Wall Street Journal got wrong about NPS® Published by Eric Gregg - June 5, 2019 Net Promoter® Score (NPS®) – an increasingly popular measure of customer satisfaction – originally gained traction in a December 2003 Harvard Business Review article The One Number You Need to Grow, written by former Bain Consultant Fred Reichheld. Since then, NPS has consistently gained in popularity alongside Customer Experience (Cx) as more and more businesses […]
Accounting Firms: Here’s What Makes You Referrable (And What Doesn’t) Published by Kat Kocurek - May 1, 2019 Referrals hold immense power in the heart and mind of the accounting buyer. They are able to sway opinions and, in many cases, convince a client to take their business to a competing service provider. In fact, according to our 2019 Accounting Buyer Benchmark Study, referrals are a prospective client’s top resource when vetting potential […]
4 Strategies to Maximize your Client Survey Response Rate Published by Kat Kocurek - April 16, 2019 A common question I hear from organizations that survey their clients is how to improve their response rate. Put differently, they want to know how they can grow the percentage of clients who provide feedback when asked. While this may seem like a basic question, these folks are right on track. It doesn’t really matter […]
Corporate Law Firms: Here’s What Makes you Referrable (And What Doesn’t) Published by Kat Kocurek - April 8, 2019 Referrals hold immense power in the heart and mind of the corporate legal buyer. They are able to sway opinions and, in many cases, convince a client to take their business to a competing service provider. In fact, according to our 2019 Legal Buyer Benchmark Survey, referrals are a prospective client’s top resource when vetting […]
GUEST POST: The Power of Personalization: 3 ways to stand out to job seekers Published by Erica Pepe - December 21, 2018 With unemployment at a record low, today’s job candidates have options. Despite your best recruiting efforts, getting a candidate in the door doesn’t guarantee they’ll accept an offer. And more often than not, your client’s ideal candidate is also the top choice at another company. So in this race for top talent, how can staffing […]
