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How To Improve Your Customer’s Experience — and Satisfaction

September 27, 2016

Customers can be satisfied, even when you aren’t meeting all their needs. Customer satisfaction research is important for measuring a specific contract. But customer experience research is how you assess whether you are meeting real customer needs. On the surface, customer satisfaction and customer experience seem the same. But customer satisfaction is really a piece of customer experience, which is measuring a particular experience at a specific time, and after the fact. Customer experience is broader than that in that it measures a collection of things that influence the customer, such as brand perception, user experience, perceived value and satisfaction. Customer ... Read more

How Successful Federal Contractors Increase Customer Satisfaction

September 22, 2016

Customer satisfaction is at the core of any business’s success — whether that business is B2C, B2B or B2G. Satisfied customers are more likely to renew contracts, expand services, remain loyal and make recommendations. Therefore, it’s no surprise that over the years, we have seen federal contractors use a variety of research tools to help increase customer satisfaction. Here are three ideas about what type of research is working: 1. Understanding the Customer’s Needs Getting needs met — that is perhaps the most basic indicator of customer satisfaction. Successful contracts do not guess what those needs are; they ask. In fact, through ... Read more

How To Increase Customer Satisfaction Through Engagement

September 20, 2016

The 2016 Government Contractor Study reveals that more than half of government contractors (53 percent) find customer relationship management to be a challenge for marketing and business development. Knowing when and how to engage with a government customer is a key to managing these relationships — whether that customer is a current client or a prospect. Engagement is important at every stage of the customer lifecycle, from before the RFP is issued through the life of the contract. Customer Engagement Via Mobile Devices As mobile device usage dramatically increases, engaging with clients and prospects is easier — you can reach them outside of ... Read more

Top Innovator GDIT Launches Customer Service Platform

September 20, 2016

This month, FedPulse is focused on customer satisfaction and the things contractors can do to provide exceptional customer service. In that spirit, General Dynamics Information Technology (GDIT) receives a Top Innovator commendation for the company’s Contact Center as a Service Customer Experience Platform (CXP). While this service is designed to help federal agencies improve customer service, in creating it, GDIT has addressed an important client need. In our mobile world, people expect to be able to communicate with business and government agencies when they want and in the way they want. Delivering quality customer service means making all those channels accessible, ... Read more

A Customer Satisfaction Index Provides a Snapshot of Customer Relationships

September 15, 2016

In a post earlier last week, we talked about how customer satisfaction research is an important tool in helping with government customer relationship management — an area in which government contractors rated themselves lower than expected in the 2016 Federal Government Contractor Study. The insights it provides can help you identify where potential issues exist, and help you improve areas that have the most measurable impact on customer loyalty, retention and growth. The customer satisfaction program is just the beginning of improving government customer relationships for many Market Connections clients. For executives who need to see a high-level snapshot of customer ... Read more

GAIN 2016 Provides Insights for 2017 B2G Marketing Efforts

September 13, 2016

Marketing to the federal government is different from marketing to any other industry. Often government marketers must take the nuggets they can from B2B marketing conferences or resources, then figure out how to make them fit with the realities of marketing to the government. That is, unless they attend the GAIN conference, a two-day event focused entirely on the government marketing community. The GAIN 2016 conference is Sept. 22 and 23 at the National Conference Center in Leesburg, Va., timed to arm government marketers with actionable intelligence as they begin their 2017 strategic marketing planning. Who should attend? Anyone who works in marketing ... Read more

Webinar: How to Maintain a Competitive Edge in Government Contracting

September 8, 2016

This summer, Market Connections released the results of the 2016 Government Contractor Study (which are available for download). The study revealed not only the challenges contractors face in marketing to the federal government, but strategies winning contractors are using to remain competitive. The study found that both business development and marketing professionals in federal government contracting say the long government procurement process is by far their biggest challenge. They’re addressing this, and other challenges, by using automated tools, thought leadership materials and events. On Tuesday, September 13, 2016, Market Connections and Salesforce join the Professional Services Council to further explore the results ... Read more

How Do You Ensure Your Customers are Satisfied?

September 7, 2016

The Market Connections 2016 Federal Government Contractor Study revealed that only half (50%) of government contractors rate themselves highly on government customer relationship management. For those who have less than 50% win rates, the number is even lower at 36%. Despite these low self-ratings, contractors agree that customer satisfaction is critical to winning business. How can contractors improve their customer relationships? One of the most effective tactics for improving government customer relationship management is implementing a customer satisfaction program. In fact, using a third party research firm to conduct customer satisfaction research is not only an essential part of building customer ... Read more

5 Things To Do with Your Customer Satisfaction Survey Results

August 31, 2016

One of the key ingredients in winning proposal recompetes is making sure your customers are satisfied with the work you’re doing. A customer satisfaction program provides those insights. Customer satisfaction research often reveals new insights to your customers’ goals and needs that can help you better position your company for recompetes. It also will identify areas where your firm is falling short of customer needs. In fact, we have never conducted one of these studies that didn’t reveal something senior management had not known. From your customer’s point of view, taking the time to implement a customer satisfaction program sends a powerful ... Read more

Top Innovator: Optum Call Centers Recognized with Best-in-Class Awards

August 25, 2016

Optum®, the health services company of UnitedHealth Group, is an information and technology-enabled health services business dedicated to helping make the health system work better for everyone. The company’s more than 100,000 people worldwide help improve overall population health. One way they do that is by operating call centers — often the first contact a patient has with the health care provider when experiencing a health issue. When people call their health care provider, it makes a world of difference if they’re greeted with good customer service. Excellent customer service is a priority for Optum. And recently the company received impressive ... Read more

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