ClearlyRated Survey Says Podcast

Empowering Women in Staffing: Inside Roth Staffing's Award-Winning Journey

Thu, 16 May 2024 08:00:00 -0700

Join us as we welcome the award-winning Roth Staffing Companies in our latest podcast episode! We're honored to have two incredible women who are making waves in the staffing industry - Denize Orozco and Jennifer Simonson. Roth Staffing recently earned the prestigious Best Staffing Firms for Women 2024 award, and Denize and Jennifer are here to share their insights and experiences. These powerhouse women are revolutionizing the industry and advocating for women’s empowerment.

Denize Orozco, Roth’s Community Engagement Manager, combines her project management and marketing expertise to forge partnerships with professional organizations, nonprofits, and community groups. She’s a key driver behind the development of Roth’s coworker resource group, DEI initiatives, and the founding of their LatinX/Hispanic coworker group. Denize also champions causes like Girls, Inc. Orange County Project Management Institute and has held key positions within the American Staffing Association’s Social Responsibility Committee.

Jennifer Simonson, Roth’s Senior Vice President and General Counsel, oversees the company’s legal, HR, DEI, and risk management functions. She champions compliance, manages litigation and employment law issues, and spearheads innovative HR programs. Jennifer is a two-time recipient of the coveted "Stevie" award from the American Business Awards, named HR Executive of the Year in both 2015 and 2018. Her leadership and expertise ensure that Roth’s full-time and temporary workforce thrive in an inclusive and supportive environment.

In this episode, we dive deep into:

1. The Best Staffing Firms for Women Recognition: What does this achievement signify for Roth Staffing and its commitment to gender equality?

2. The Journey to Prioritize Women: Was there a pivotal moment that prompted this initiative, or was it an organic growth within the company?

3. Impact on Employee and Client Experience: How has gender equality enriched the workplace and client relations at Roth Staffing?

4. Transformational Changes: What positive changes have emerged as a result of empowering women within the firm?

5. Advice for Other Firms: Denize and Jennifer share invaluable tips and suggestions for organizations striving to support women in their workforce.

6. Brand Impact: How might this award reshape Roth Staffing’s brand and future direction?

7. Personal Influences: The women who have inspired Denize and Jennifer in their careers and how these role models have shaped their approach to leadership.

This episode is packed with inspiring stories and actionable insights for anyone looking to foster an inclusive and supportive workplace. Whether you're a business leader, HR professional, or simply passionate about gender equality, you won’t want to miss this conversation!

Thank you for listening to our podcast week after week! If you continue to like what you hear, follow us on social media for the latest episodes and our fantastic content we post weekly!

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How Motus Recruiting and Staffing Prioritizes Gender Equality

Thu, 02 May 2024 10:00:00 -0700

We're thrilled to bring you another extraordinary guest on our podcast, Lyssa Kohnke. As the President of Motus Recruiting and Staffing, she has become a driving force in her industry and a champion for women, helping to earn Motus our coveted Best Staffing Firms for Women award this year. Through collaboration and her ability to anticipate needs, Lyssa builds long-term business relationships while recognizing the importance of having a positive effect on a candidate’s career.

Tune in to learn the following:

What does being named the Best Staffing Firm for Women mean to Motus Recruiting?
Was there a particular instance that made Motus realize the necessity of promoting and nurturing women in the workplace, or did this evolve spontaneously?
Has the commitment to gender equality enhanced their overall employee experience? Has it influenced client interactions and if so, how?
An exploration into how Motus has improved as a result of empowering women.
Advice or strategies for other companies aiming to support women more effectively?
Is there a specific influential woman in Lyssa's life who has been a constant source of inspiration or who provided early encouragement? How has this shaped her approach to leadership?
What potential impacts does Motus foresee this award having on their brand?

Motus' tireless dedication to fostering a supportive environment for women, makes this a conversation you won't want to miss! So, grab a cup of coffee, settle in, and prepare to be inspired by this conversation about women's empowerment in the workplace, leadership, and the future of recruitment.

Behind the Survey - Synergis' Path to Best of Staffing Success

Thu, 18 Apr 2024 09:00:00 -0700

As you know, we love featuring our clients! And better yet, our clients who have been surveying with us for over a decade. In this episode, we celebrate Synergis, the recipient of our 10-Year Diamond Award for exceptional client and talent satisfaction. Join us as we sit down with Synergis President, Tracey Klein, to uncover the secrets behind their remarkable achievement and learn how prioritizing customer and talent experience has been a key driver of their success. From the critical role of feedback to the impact on growth and brand reputation, this episode offers valuable insights that showcase Synergis' commitment to excellence. Don't miss out on this exclusive conversation with Tracey Klein and discover what sets Synergis apart in the industry as a true leader in client and talent satisfaction.

Why CX Is Imperative for IT Services

Wed, 03 Apr 2024 10:00:00 -0700

In this episode, we discuss the crucial role of Customer Experience (CX) in IT Services. While CX is a regular topic on our podcast, we seldom hear about its importance in the IT sector. We've invited Lori Cunningham from Apex Systems to enlighten us on the subject. As Apex’s Strategy Executive for Energy, she is a whiz in client management, overseeing intricate sales, project, and global programs. Her hallmark is fostering and maintaining robust internal and external relationships. In this episode, we'll cover:

• The technology side of Apex
• The challenges encountered in combining IT Services and CX
• The effect of the ClearlyRated solution on Apex's CX objectives
• The lessons they've learned from their attempts at delivering high-quality service in IT Services
• The unique aspects of CX in the IT services field

How Survey Results Can Influence Your Firm Goals (Interview with Falvey Insurance)

Wed, 13 Mar 2024 09:00:00 -0700

Join us as we celebrate our 40th episode and women's history month with Megan Bell, VP of Marketing at our client, Falvey Insurance. Megan, a proven leader in the insurance industry and a 2022 Elite Woman honoree from Insurance Business America, will delve into how survey results can shape your business goals. Within this episode, Megan provides insight into:

An introduction to Falvey and what initiated their survey process
The role ClearlyRated plays in achieving Falvey's objectives
Their survey data procedures
Taking data collection to the next level
A surprising survey finding that led Falvey to reconsider strategic initiatives
The most significant effect of surveying their clients

With Megan's vast professional experience, including serving on the Executive Committee of the Insurance Marketing & Communications Association Board of Directors, co-chairing the IMCA Partnerships Committee, and being a 2019 recipient of the IMCA Rising Star award, we are excited for her to lead the conversation in this episode.

Click here to watch the podcast episode on YouTube.

From Good to Great: Amplifying CX, Trust, and Reputation in Staffing

Wed, 28 Feb 2024 13:00:00 -0800

Join us in this episode as we dive into one of the key themes from our latest staffing report, Inside the Staffing Mindset, with our CEO, Eric Gregg. We'll be exploring the importance of Amplifying CX, Trust, and Reputation in Staffing. Tune in to hear Eric's insights on these findings and more.

Main points of discussion:

Correlation between customers' satisfaction and feeling "heard"
Trusted sources for choosing a staffing firm
Importance of firm reputation and recruiter/account manager perceptions
Key findings that stood out to Eric

Click here to download the full report.

How Cella (a Best of Talent Satisfaction Award Winner) Maintained Quality Service for 15 Years

Wed, 21 Feb 2024 11:00:00 -0800

In this exciting episode, we are delighted to welcome Cella, a staffing firm that has been recognized as a 15-year Best of Talent Satisfaction Winner. Join us as we sit down with Tim Gearhart, the VP of Talent Delivery, and Karissa Sachs, the VP of Marketing, from Cella. Tim, boasting over 20 years of staffing expertise, leads the entire Talent Recruitment and Delivery operation at Cella. Karissa, with an impressive 22 years in staffing, excels in developing efficient recruitment marketing strategies.

Listen in as we delve into Cella's outstanding success with Talent Experience (TX) and Customer Experience (CX), and how they leveraged ClearlyRated's support along the way. In this episode, we explore:

1. The evolution of Cella's talent engagement strategies over the years
2. The value of real-time feedback from talent in enhancing engagement
3. The significant impact of ClearlyRated on their Client Experience
4. Cella's winning formula for achieving consistently high NPS scores
5. Key lessons learned by Cella in the realms of talent and client engagement
6. The influence of their stellar talent and client engagement on their brand's reputation

How an RPO Firm Positively Differentiates Itself (An Interview with RPO Firm, PSG)

Thu, 08 Feb 2024 00:00:00 -0800

We are so excited to have David Ludolph from PSG Global Solutions joining us in this episode. David is a celebrated veteran in the RPO space, having served in senior leadership roles for over 20 years. He has an extensive track record of exceeding expectations whether it’s leading full-cycle RPO efforts, developing and implementing RPO strategy, managing client relationships, or training and delivering team members.

PSG has been a ClearlyRated client since 2020 and they not only won Best of RPO each year, they also received a world-class NPS (70 or higher) instantly and maintained it for the last 5 years. We knew they would be the perfect fit to discuss this topic, How an RPO Firm Positively Differentiates Itself. In this episode, we will discuss the following:

PSG's CX strategy and how it has changed since surveying their clients in 2020.
What has worked for them to achieve quality service?
How they have handled detractors.
Advice for those starting their CX strategy in 2024.
PSG's CX goals for 2024.

Why DEI Should Be A Part of Your CX

Thu, 18 Jan 2024 08:00:00 -0800

In this episode, we discuss a vital topic that is crucial to all firms regardless of their size. The correlation between Diversity, Equity, and Inclusion (DEI), and Customer Experience (CX). We will address the following on why DEI is a MUST for your CX strategy.

The "trickle down" effect: What it is and why it matters for your team. This has powerful implications not just for your team, but for your relationship with your customers as well. We will break down what it means, and its impactful relevance in a business setting, and demonstrate why it is crucial when considering DEI and CX together.
How authenticity deepens relationships: We emphasize how applying DEI strategies can deepen business relationships. By fostering a culture of diversity and inclusion, businesses have the potential to form stronger, more meaningful bonds with their clientele.
Enhancing understanding and empathy: DEI can strengthen understanding and empathy within your organization. Through the lens of CX, we aim to show how empathizing with each customer's unique experiences and needs will benefit your firm.
Building a culture of excellence: Embracing DEI can aid in cultivating a positive work environment that not only boosts employee morale but also directly impacts the quality of your customer service.

For more on this topic, visit our blog!

Balancing Insights: The Art of Qualitative and Quantitative Analysis in Client Research

Thu, 30 Nov 2023 00:00:00 -0800

Our Season 3 finale features Meredith Falvo, Gazelle Global Research Services' Director of Business Development. With over 23 years in qualitative research, she's not just an expert but also a mom, passionate baker, and seasoned entrepreneur. Her expertise spans from focus groups to global sampling, field management, and data collection. Meredith excels in nurturing client relationships and assembling effective teams. In this episode, we delve into:

Understanding the essence of qualitative research in uncovering customer insights
Exploring diverse qualitative research methods
How a survey design will affect your data
The synergy between qualitative and quantitative data
Dissecting quantitative research and its role in data-driven decisions
Assessing the strengths and limitations of quantitative data in client research projects
Harnessing the combined power of both data types

Shining a Light on Your Top Performers

Thu, 26 Oct 2023 00:00:00 -0700

In this episode, we delve into the importance of spotlighting your top performers. Acknowledging and celebrating your top performers is a key element in enhancing team morale, retention rates, and overall company success. During our discussion, we'll explore a minimum of 10 meaningful strategies for recognizing and showing appreciation to these outstanding individuals on your team. While these ideas might not be entirely novel, it's the execution that can truly make a difference. As we've emphasized in the past, your employees' experience directly shapes your client experience.

Other ideas not mentioned in this episode:

Mentorship Opportunities:
- Connect top performers with senior leaders or mentors who can help them grow in their careers. This recognition not only acknowledges their abilities but also invests in their future.
Innovative Projects and Leadership Opportunities:
- Assign top performers to lead high-impact projects or initiatives. This recognizes their leadership abilities and gives them a chance to make a significant impact.
Lunch with Leadership:
- Arrange a lunch or coffee meeting with the CEO or top executives. Use this time for informal discussions and to express your appreciation.
Company-wide Recognition Events:
- Host annual or quarterly recognition events to celebrate top performers.
- Invite family members to share in the celebration to show the company's commitment to work-life balance.
Professional Development Opportunities:
- Offer opportunities for top employees to attend conferences, workshops, or training programs to enhance their skills.
Extra Time Off:
- Provide additional paid time off or the option to take a "work-free day" as a reward for their exceptional contributions.

Inside The Complete Guide to Online Reputation

Thu, 12 Oct 2023 00:00:00 -0700

Anytime our team develops a valuable resource, we love to talk about it! In this episode, we are going to discuss our new playbook, The Complete Guide to Online Reputation. We will dissect the key areas of this resource so you can (hopefully) leave with more insight on how to prioritize your brand reputation. Tune in to learn the following:

How to actively manage your brand’s presence on major ratings sites
How to actively manage on B2B third-party rating sites
How to create a process for responding to reviews
How to ask for reviews
How to address issues before they become negative
How to shine a spotlight on the feedback you receive

Want more? Click here to download The Complete Guide to Online Reputation.

Response Rate Trends: Inside A Decade of Client Survey Data

Thu, 07 Sep 2023 13:00:00 -0700

Our team recently launched a Response Rate Analysis Report. This report is filled with a decade’s worth of ClearlyRated survey data that highlights response rate trends. In this episode, we have our own Darreon Day joining us! Darreon is the Director of Analytics and Research here at ClearlyRated. He is the backbone of these reports and the reason why we can create powerful assets. In this episode, we will discuss our response rate findings. Listen in to learn the following:

The background of the Response Rate Analysis Report
The impact of sending survey reminders
Our new response rate calculator and the impact of Day 1 responses
Correlation between response rates and NPS groups (Promotor, Passive, Detractor)
What data was the most surprising
Future advice for surveyors to improve their response rates

To download the full report, click here.

Inside the Success of First-Time Surveyor, Uniti Med

Thu, 24 Aug 2023 00:00:00 -0700

We’re very excited about this episode, as our favorite episodes consist of those where we get to chat with our brilliant clients! In this episode, we welcome Chris Sund, President & COO of Uniti Med, a healthcare staffing firm that specializes in travel nursing. Uniti Med is a first-time client of ClearlyRated this year and they achieved a world-class NPS and above average response rate with their talent satisfaction survey! Chris has been a ClearlyRated champion and understands the importance of feedback and prioritizing talent experience.

In this episode, we will discuss:

How they achieved a world-class NPS in their first survey with ClearlyRated
How they achieved an above-average response rate
The power of feedback and the impact on their recruiters
Advice for future first-time surveyors

Why Passives Matter to Your Bottom Line

Thu, 10 Aug 2023 09:00:00 -0700

Welcome to another episode of Survey Says! Today our episode is focused on passives - and no, we’re not here to talk about BEING passive aggressive (although I’m sure I could find the connection if I really tried), but rather, passives in a survey response. It can be easy to focus the majority of your energy on your Promoters and Detractors. After all, they’re the cohort of your clients who are most likely to spend time talking about you (the good and the not so good), reviewing you, and referring you in the case of a Promoter. While your Passives are presumably “satisfied”, they shouldn’t be discounted altogether. They may not outright refer your company to others, but they’re also not exclusively loyal to your company. They’re more in a “meh” stage on how they feel about working with you, which isn’t necessarily great. In this episode, we will address 4 reasons why passives matter!

Passives behave more similarly to detractors
We can learn the most from passives
There is a large financial impact when dealing with passives
Always follow up with passives responses

Succession Planning and CX: Why These Need to Align

Thu, 27 Jul 2023 00:00:00 -0700

In this episode we are thrilled to have Katie Tolin with us. Katie has extensive knowledge of the accounting industry. Her resume is stacked with prestigious accolades. She is currently the owner of CPA Growth Guides after a decade-long in-house marketing career. She has also been named Accounting Marketer of the Year, one of the Top 100 Most Influential People in Public Accounting, and one of the Most Powerful Women in Accounting. In addition to all this, she was inducted into the Accounting Marketing Hall of Fame, is a former president of the Association for Accounting Marketing, and is a contributing author to "Bull's-Eye! The Ultimate How-To Marketing & Sales Guide for CPAs."

Need I say more? She is filled with experience and we are thrilled to have her with us on this episode to discuss a topic that is not discussed enough, succession planning and client experience. In this episode, we will discuss:

Why you should involve your clients in your succession plan?
Who should be involved in the conversation?
When should you start to involve your clients?
Who should take the lead at your firm?
Firm stories on why involving the client is important

Breaking the Glass Ceiling: Featuring Best Staffing Firms for Women Winner MeeDerby

Thu, 13 Jul 2023 06:00:00 -0700

We thoroughly enjoyed this episode as we got to chat with Robin Mee from MeeDerby! MeeDerby is one of our fantastic clients who earned ClearlyRated’s inaugural Best Staffing Firms for Women distinction, and we could not be more excited for them! Robin is the Founder and President of MeeDerby, a leading search firm within the Staffing Industry, she is a passionate advocate for the staffing industry, a volunteer industry leader, and has been included on Staffing 100 and the Global Women’s Power 150 lists multiple times. Additionally, Robin is a vocal supporter of Women in Leadership and issues of Diversity and Inclusion, and MeeDerby is a supporting sponsor of the American Staffing Associations Women in Leadership Interest Group. Tune in as we address the following questions with Robin:

What does the Best Staffing Firms for Women recognition mean to MeeDerby?
Was there a moment when your firm realized you needed to prioritize and encourage women in the workplace or did this happen naturally?
How has your firm changed for the better since empowering women?
You co-authored a book with 13 other women in the Staffing Space called “Together We Rise” - What advice do you have for other firms working towards supporting women – do you have any suggestions or tips for them?
Is there a specific woman in your life that either continually encourages you, or encouraged you early in your career? How has that shaped your role and the way you think about leadership?

Beyond the Badge – An Inside Look at the Survey Program

Thu, 22 Jun 2023 00:00:00 -0700

In this episode, we are going to touch on the value ClearlyRated provides BEYOND our survey badge. Some people think of us as another “best of workplace or industry award” but we are WAY more than that so we wanted to spend a little time today discussing the ROI of what ClearlyRated brings to our clients. Here's a highlight of what we will address:

We are a platform that allows you to measure your client experience - are your clients happy? How many are passives and could easily leave? Do you have detractors who surprised you with their ratings?
We have a team who works with you from survey implementation to survey completion providing tips and resources to help your survey succeed and provide best practices for responding.
Industry benchmarks - we have an analytics team dedicated to providing industry benchmark data so you can see where your business stands in the industry. These are typically updated on an annual basis and are collected via a third party.
Marketing resources - If you win we provide each client with an array of resources that help you promote your winning. Beyond the badge, we provide press release copy, social media copy, and more that allow you to shine a light on your firm.
Don’t survey with us? That’s okay! Visit clearlyrated.com/solutions/blog/ to read resources that can help you start your client experience journey!

Best Staffing Firms for Women (BSFW) Announcement

Thu, 08 Jun 2023 04:00:00 -0700

Welcome to Season 3 y'all and our 26th episode! This is a special time for ClearlyRated because we announced our inaugural Best Staffing Firms for Women winners this week (June 6).

So what exactly does this mean? Bridget and Ryen discuss everything related to our Best Staffing Firms for Women, or BSFW, list! They will give you a highlight of what is required of your firm to make the list, what you receive if you win, and the importance of prioritizing women in the workplace!

If this piques your interest, you don't want to miss this episode! And stay tuned for further episodes where we will interview a BSFW winner!

Interested in joining the list? Click here!

The Fear of Survey Fatigue

Thu, 18 May 2023 08:00:00 -0700

In this episode, we discuss a very common pushback that we come across a lot when talking to prospects, the idea of survey fatigue. So today, we are going to address ways to combat this common concern. Here's a sneak peek:

Definition of survey fatigue and its impact
Discuss the causes of survey fatigue
Explore best practices for reducing survey fatigue
Address the importance of survey design
Highlight the benefits of survey feedback
Discuss emerging technologies and personalization for surveying

If you have further questions related to this, suggestions on podcast topics or you would like to be a guest on our podcast, you can simply email us at surveysays@clearlyrated.com! We encourage you to listen in as much as you can! We air new episodes every other Thursday on your favorite podcast platforms and post new episodes on our social media channels.

EX Trends on the Rise

Thu, 04 May 2023 14:00:00 -0700

Join us for this episode as we delve into the crucial topic of employee experience, or EX, which has become even more relevant in today's world. Discover why EX is significant and gain valuable insights into the following areas:

The fundamentals of EX
Three essential EX trends
Our expert advice on how often to conduct employee surveys
And a critical takeaway that you won't want to miss.

Tune in now to hear our energetic hosts Ryen and Bridget on this key topic!

The Debate: Paper Vs. Digital Surveys

Thu, 20 Apr 2023 09:00:00 -0700

One question we get asked all the time is: which is better, paper or digital surveys? Well, we might be a little biased, but in this episode, we're going to share our top five reasons why we believe that digital surveys are the way of the future. We will discuss the following:

Digital surveys allow for more data to be collected.
The process is more efficient in every aspect.
They are more accurate, leaving less room for error.
They are more convenient for participants to complete.
Finally, digital surveys offer more flexibility in the types of questions you can ask.

Tune in to hear Ryen and Bridget's thoughts on each reason and why it might be time for you to switch gears if paper surveys are currently your only strategy. So, whether you're a market researcher or just someone looking to gather insights, this is an episode you won't want to miss!

Everything Amplify! Behind the Scenes of Our Latest Updates (Featuring Lotto and Arin)

Thu, 06 Apr 2023 09:00:00 -0700

Looking for an in-depth discussion on the latest updates to ClearlyRated's product offerings? Look no further than this episode, featuring Arin Russell and Lauren Otto (Lotto), two essential product team members.

We address the following:

Introduction of Arin and Lotto and their roles at ClearlyRated
The Client Community feature – Learn how ClearlyRated is encouraging clients to submit suggestions for new product features
Prioritizing client suggestions – How they determine which ideas to focus on first
Latest product updates – Get a rundown of the most recent features and find out which ones they believe will have the biggest impact on customers
Tips for using online reviews effectively – Even if you don't use ClearlyRated's survey platform, you'll want to hear this advice on making the most of online reviews

Interview with Synergis - How to Implement a White Glove Service Approach

Thu, 23 Mar 2023 06:00:00 -0700

In this episode, Jon Barbato from Synergis joins the conversation with Survey Says host Bridget Harper. Synergis is a Best of Staffing winner for 9 consecutive years on both the client and talent sides! We are thrilled to chat with Jon, the VP of the West Region for Synergis, leading the strategic management and experience for his clients - and a client base of all sizes! In this episode, we discuss their white glove approach to service and the key elements behind it. Tune in for the following:

How Synergis defines its core market and who to do business with
Their strategy for their hands-on approach with customers
How the ClearlyRated survey has had an impact on their client relationships
Background of their Consultant Advocacy Program

How to Be the Best From the Best - An Interview with RLB

Thu, 09 Mar 2023 07:00:00 -0800

We’re very excited about this episode, as we had another fantastic guest join us! In case you missed our last episodes, we have had the pleasure of speaking with some of our Best of award winners. In this episode, we’re bringing you one of our amazing Best of Accounting-winning clients, RLB! The lovely Tianna Brown joins us from RLB today and you don't want to miss this entertaining and insightful conversation!

In this episode, we discuss how to build excitement with your team before you launch a survey, during, and after! We will also discuss maximizing the results of your survey and how RLB involves the entire team from beginning to end.

How to Be the Best From the Best - An Interview with Best of Staffing Winner Apex Systems

Thu, 23 Feb 2023 09:00:00 -0800

We had the pleasure of chatting with another Best of Winner, Erica Woods from Apex Systems. They have been a Best of Staffing client since 2012, surveying both client and talent with us and achieving an NPS of over 50% consistently in both areas! We love chatting with our winners and especially our diamond winners (5 and 10-year winners) because they are the true experts in client experience and consistently are proving their quality service year after year!

We will discuss:

Erica's role at Apex and how their CX journey began
How to ask the right questions at the right time and discovering their “ah ha” moment after they started the survey program
Onboarding - this is a critical step in kicking off a successful placement
Issue resolution - how does Apex manage this process?
Tech4Good involvement and how Erica got started in this organization

How To Be the Best From the Best - Interview with Perkins & Co.

Thu, 09 Feb 2023 08:00:00 -0800

We are thrilled to welcome Nicola Fleming, the Marketing Director of Perkins & Co. In case you aren’t familiar with Perkins & Co, they are an accounting firm located in Portland with almost 200 employees and 24 partners, 62% of whom are women. They are ranked #2 on the list of most admired accounting firms in Oregon and SW Washington, and our favorite number, 74% of their clients gave them a 9 or 10 out of 10 in client satisfaction.

We would like to congratulate Perkins & Co for consistently winning Best of Accounting for not 1 year, not 5 years…. But 10 years! And, they just so happen to be our very first accounting firm to win the 10-year diamond!

Don't miss this conversational episode where Ryen and Bridget chat with Nicola as she addresses the following:

Where Perkins & Co.'s CX strategy was 10 years ago versus now
Incorporating the win in their marketing communications
Internal buy-in with the team
Their secret for achieving an NPS of 50% and some years 70% for 10 years
Advice for those new to the survey program

CX Trends of 2023

Thu, 26 Jan 2023 09:00:00 -0800

Welcome to Season 2! We are thrilled to be back after a brief break. We are now refreshed from the holidays, motivated for the new year, and ready to chat about some client experience (CX) trends! Whether you have a CX strategy in place or working to build one, these trends should accompany your CX goals and initiatives in 2023.

Automation and self-service
Personalization
Digital CX
Phygital Experience (Physical & Digital)
Customer Service
Lean Budgets (Do more with less)
Conversational Service

Bridget and Ryen's Favorite Things!

Thu, 15 Dec 2022 09:00:00 -0800

This is our final episode of Season 1 and a very special episode because we will be switching gears and discussing Bridget and Ryen's favorite things of 2022 (and no, unfortunately, we are not giving away anything like Oprah)! They will discuss 5 favorites, including 2 personal favorites, 2 company favorites, and 1 favorite you don't want to miss! Tune in for this fun episode!

A special thank you to everyone who listened to Season 1! See you for Season 2 in January!

Think NPS Doesn't Work? You Could Be Doing it Wrong.

Thu, 01 Dec 2022 09:00:00 -0800

If you have been listening to our podcasts week after week, you know our favorite 3 letters at this point, NPS of course! If you research NPS though there are some critics. But from our own experience with NPS we can conclude that if you don’t think NPS is working, you’re most likely doing it wrong. So what’s the right way? In this episode, we will provide 4 myths associated with NPS!

Myth #1 – They ask just one question, and it doesn’t provide enough information.
Myth #2 – The simplicity of NPS can only help firms with lagging technical prowess.
Myth #3 – NPS surveys deliver stale data.
Myth #4 – NPS surveys are time-consuming and expensive.

How to Be the Best - A Chat with Integrity Staffing Solutions

Thu, 17 Nov 2022 09:00:00 -0800

This is a very special episode because we have our first “celebrity” guest client, Megan Couch from Integrity Staffing Solutions! Megan is the Chief Experience Officer at Integrity Staffing Solutions. She has over 20 years of experience in the staffing industry and is a rockstar when it comes to creating and cultivating an exceptional client experience.

In addition to her rockstar status, Megan & the Integrity team have won ClearlyRated’s Best of Staffing Client award for 5 consecutive years which earns them one of our highest badges, the 5-year diamond award! In this episode, we will discuss everything with Megan and how they went from a poor NPS to a world-class NPS.

How to Leverage NPS in Your Marketing Communications

Thu, 03 Nov 2022 09:00:00 -0700

In our previous episodes, we discussed why NPS is a game changer as well as getting your team excited about your NPS program. In this episode, we are expanding on all those topics and addressing how exactly to leverage your NPS in your marketing communications. We are excited to welcome our sales legend, Cris, into the conversation! Cris’ entire job is focused on talking about NPS so we thought she would fit right into this conversation. Tune in to learn the following:

Key hurdles when talking about NPS and how to discuss it with those who don't know what NPS is?
For those who run NPS programs, how can they talk about their score and celebrate their wins?
How to improve your current NPS?
How can NPS be underutilized?

Let’s be Honest! The Power of Review Transparency

Thu, 20 Oct 2022 09:00:00 -0700

In case you missed episode 11, we discussed how to get your reviews on Google! Today we would like to stay on the topic of getting your reviews seen, BUT not only the 5-star reviews. Why do you ask?? Well, we are here to tell you!

In this episode, we discuss 3 areas on why review transparency is so important to your business.

Building trust - no one is perfect
Business benefits
Do’s and Don’ts of review asks

Click here to read ClearlyRated's article, The Power of Radical Transparency in Online Reviews

Let's Google It! How to get your star ratings on Google

Thu, 06 Oct 2022 12:00:00 -0700

In this episode, we are discussing a favorite topic of ours as well as a frequently asked question amongst our clients! How can Google see our star ratings? Whether you use our platform or a different survey platform, we will provide some easy tips to make your ratings visible. We will address the following:

Why it's important
The importance of utilizing review platforms
The importance of collecting reviews
How to get the reviews on your website

You Have Survey Feedback- What's Next? (Featured Guest)

Wed, 08 Jun 2022 06:00:00 -0700

In this episode, we are thrilled to welcome our Senior Customer Success Manager Mike Karger. He has been with ClearlyRated for over 6 years and started out in sales therefore he has a range of experience working with every stage in the customer journey. He has an abundance of knowledge on the topic of survey feedback so we thought it would make perfect sense for him to join us! Our co-host, Ryen Salo will interview Mike on everything survey feedback. Some key questions include:

What is a key metric to review when your survey is complete and how do you decide on the next steps?
Our surveys are driven by NPS, what do you suggest to your clients if they receive an NPS lower than 50%
What do the NPS driver questions tell you?
We mentioned the good, the bad, and the “meh” of reviews. The bad reviews are often detractors who would not recommend your brand. Do you have any suggestions on how to turn them into promoters?

And more! Tune in to hear this insightful conversation!

Testimonials - How to Use them to Differentiate Your Firm

Wed, 08 Jun 2022 06:00:00 -0700

One of our favorite features of our survey program is receiving quality testimonials. So once you get positive testimonials (regardless of your survey program) what's the next step? In this episode we break down key ideas you can do to utilize testimonials in your sales and marketing efforts. Positive feedback is often treated as a pleasant byproduct of a survey instead of a key differentiator for your organization. In fact, 84% say they trust testimonials, and testimonials are ranked as one of the most persuasive resources buyers use to determine the quality of your firm (second only to referrals from friends or colleagues).

Tune in to this episode to get valuable ideas on how to use testimonials to shine a positive light on your organization.

Internal Champions- 3 Ways to Get Your Team Excited About Your NPS Program

Fri, 03 Jun 2022 11:00:00 -0700

A key component to starting a survey is getting your team involved. In this episode, we are going to discuss how exactly to get your team excited and interested in your survey. We have mapped out 3 key ways to get your team excited and we will explore each in greater detail.

Communicate the program to your team
Incentivize the process
Announce the results of the survey

Turning Rave Reviews into Referrals

Fri, 03 Jun 2022 08:00:00 -0700

In the last episode, we discussed creating internal champions with your survey program. Now, once the champions are created and the program has started, how exactly do you turn your raving reviews to be your top referrals? In this episode, we will discuss some tips and suggestions based on what we have seen. Just a note, these tips aren’t exclusive to the ClearlyRated survey.

Identify your promoters
Ask for a referral in various ways
Make it easy for them to refer you
Thank them - even if they haven’t referred you yet
Other ways to impact your business

The Survey Process: How to Get Started

Tue, 31 May 2022 09:00:00 -0700

This episode will discuss building a survey (whether this is a ClearlyRated survey, an in-house survey or you use another platform). We understand many businesses utilize surveys but are they (or you) doing it correctly? How do you genuinely get the most out of your program? We will break down the following:

Why consider surveying?
Once the decision is made, what are the first steps to consider?
How frequently should you survey?
Who should you survey?

Employee Experience (EX) Happy Employees = Happy Business