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How Customer Service Impacts Your Brand

December 5, 2016

Few things can tarnish your brand’s reputation faster than a bad customer experience, and customer experience starts with customer service. “It amazes me how often professional services firms tell me customer service is a retail issue and not something they need to make a key part of their strategy,” said Jen Sterling, Brand Strategist and Founder branding agency Red Thinking. This could not be farther from the truth: response time, employee knowledge and skill, attention to detail and courtesy are universal customer service goals, regardless of your business. Failure to deliver consistently on any of those can tarnish your brand. After conducting brand ... Read more

Dave Glantz on the Power of Customer Experience Research

November 29, 2016

Customer experience and satisfaction research is all about identifying potential problem areas, and addressing those issues to meeting customer needs. And meeting customer needs is the key to retaining customers and contracts. Market Connections has deep experience conducting customer experience and satisfaction research. This is, in part, because we believe it is a best practice for any company’s growth strategy and we strongly encourage our clients to implement customer experience programs. On Tuesday, December 13, we are hosting a webinar on best practices in retaining customers and contracts. As a preview, Researcher Director Dave Glantz shares his thoughts on the power ... Read more

Government Contracting: Best Practices in Customer Experience

November 28, 2016

Regardless of the industry, successful businesses understand that customer experience is directly tied to retaining customers and contracts. They understand that how your customers perceive your brand, your services and the overall experience of interacting with your company is an important differentiator — and influences whether they buy from you. According to Gartner, 89% of marketers expect customer experience to be their primary differentiator by 2017. This applies whether your business serves consumers, other businesses or government decision-makers. Therefore, if you want your customers to stay loyal, you have to invest in the experience. Gartner predicts that by 2018, more than 50% of organizations ... Read more

Happy Thanksgiving from the Market Connections Team

November 23, 2016

We hope you’re heading off for a wonderful holiday full of fun and family. Because we can’t resist a good survey, we want to send you off with a little bit of data about the Thanksgiving meal. Every year, Yahoo Food conducts a study to find out what people are eating. Here are the highlights from the 2015 survey. Read this story for more study results, and maybe some ideas on how you can maximize the impact of your feast through a quality improvement program this year. Read more

Federal Contractor Boosts Contract Win Rates with Customer Loyalty Program

November 22, 2016

When the government procurement process moved toward LPTA (lowest priced technically acceptable) awards, many long-established contractors had to re-evaluate their win strategies. One IT integrator realized early that customer satisfaction was a key to remaining competitive in an LPTA environment. The vice president of quality management said that each time the company conducts a contract evaluation survey, it learns not just about the customer experience, but also about loyalty. Loyalty is directly tied to win rates. Market Connections surveys the company’s largest and most strategic contracts — a total of about 120 interviews every year. We combine both quantitative and qualitative questions ... Read more

Winning Contractor: InfoZen Wins $208M DHS Contract

November 17, 2016

In September, InfoZen won a $208M contract to support the Department of Homeland Security in modernizing the U.S. Citizenship and Immigration Services’ Office of Technology. Under the Support Platform Engineering and DevOps Integration (SPEDI) contract, InfoZen will help the office provide information technology expertise, strategic vision and tactical implementation. An essential element of providing these services is providing support for migrating the USCIS application development methodology from a traditional waterfall process to an agile environment, and from a silo-based development-deploy-support structure to an Agile Methodology and DevOps framework. These frameworks require cloud services that are virtualized, scalable, and cost effective. They must ... Read more

Where Are Your Federal Prospects Accessing News?

November 15, 2016

Last week, we revealed the results of the 8th Annual Federal Media and Marketing Study. This is the most comprehensive study looking at the media habits of federal decision-makers, and it’s interesting to watch what remains steady and what changes year to year. One key takeaway confirms what many are seeing: Federal workers are not retiring. This year, more than half of respondents (52 percent) place themselves in the age 55+ category. In 2015 that number was 48 percent and in 2014 it was 42 percent. It will be interesting to see what this means for younger people entering the workforce, ... Read more

Winning Contractor: Navy Awards PAE Forensics, Biometrics Contract

November 3, 2016

The U.S. Navy awarded PAE a contract to perform the Naval Expeditionary Forensics and Biometrics (NEFB) task order under the U.S. Navy SeaPort-e IDIQ. Under the task order, PAE will provide the Naval Surface Warfare Center Dahlgren Division with CONUS, OCONUS and shipboard services to support the Weapons Control and Integration Department’s forensics and biometrics requirements. The period of performance is for four years and has a total approximate value of $66M if all options are exercised. The services will range from software engineering to DNA analysis to inert ordnance examination and documentation — all of which combine to enable the ... Read more

Register Today for the 8th Annual FMMS

November 1, 2016

The results are in and it’s almost time for the 8th annual Federal Media and Marketing StudyTM briefing and breakfast event. We don’t want to keep you waiting, so here is a sneak peek at some of this years’ findings: Over half of respondents spend 15 minutes or more accessing news content online and nearly half spend 15 minutes or more listening to traditional AM/FM radio on an average workday. White papers from professional organizations and research firms rank in the top 10 of trustworthy content. However, marketing collateral (including brochures/sales sheet) falls low, with only 3 percent trusting this content. Nearly half ... Read more

Case Study: Knowing Where To Put Your Media Spend

October 27, 2016

In every study we do that asked what types of content federal decision-makers trust, thought leadership makes the top of the list. Early results from the 8th Annual Federal Media and Marketing Study (FMMS) are no exception: White papers from professional organizations and research firms rank in top 10 of trustworthy content. However, to realize the benefits of thought leadership content, these pieces need to reach the right audience. How can you know where your audience is? One of our clients recently tasked us with finding that out. The client was launching a new division and wanted to know two things: What ... Read more

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