Customer Satisfaction & Loyalty

How Mobile App Usability Relates to Customer Satisfaction

Thursday, September 29th, 2016

Sometimes, interactions customers have with your company outside the contract work still impact their satisfaction with your company. In our post earlier in the week, we discussed customer experience. A piece of customer experience is mobility: website and mobile app usability. Why is that important? Market Connections recently conducted a PulsePollTM on mobile device usage. That…Read More

How To Improve Your Customer’s Experience — and Satisfaction

Tuesday, September 27th, 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…Read More

How To Increase Customer Satisfaction Through Engagement

Tuesday, September 20th, 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…Read More

Is Silence Golden When a Customer Is Dissatisfied?

Wednesday, February 3rd, 2016

The answer is no. And the reason is that dissatisfied customers rarely stay silent forever. They may not ever tell you they are unhappy, but eventually they will tell someone. Studies show that typically only one customer in 10 will proactively tell a company directly about being unhappy, but almost one-third (31 percent) will tell…Read More

How a Customer Satisfaction Index Can Help Your Business

Wednesday, December 2nd, 2015

Customer satisfaction research is an important tool. The insights it provides can help you focus improvement efforts on the specific areas that will have the most measurable impact on customer loyalty, retention and growth. And in this complex market, that is critical. We’ve heard stories of clients that have been able to save key accounts…Read More

How To Use Your Customer Experience Research Results

Wednesday, July 29th, 2015

In our four-part series on customer experience, FedPulse® is looking at the factors that influence it. In Part 1, we looked at why customer experience is important. Part 2 examined the difference between customer satisfaction and customer experience. Part 3 explored usability and how it relates to customer experience. In this final part of the…Read More

Website Usability and the Customer Experience

Wednesday, July 22nd, 2015

In our four-part series on customer experience, FedPulse® is looking at the factors that influence customer experience. In an increasingly digital world, website usability is synonymous with customer experience. If you doubt your customers are using your website, consider these facts: According to the Pew Research Internet Project “The Web at 25 in the U.S.,”…Read More

Why Customer Experience Is the Next Big Thing

Thursday, July 9th, 2015

The 2015 Mid-Atlantic Marketing Summit offered a day of interesting and insightful tips for marketers. In every panel discussion, one theme emerged as a trend: the importance of the customer experience. Whether you’re marketing to business, government or consumers, measuring and optimizing customer experience is a key to success. In the first of our four-part…Read More

Q&A: Jay Lee, President and CEO, Agile Defense, On the Importance of Customer Satisfaction Research

Wednesday, March 4th, 2015

In 2012, Market Connections conducted a survey of government contractors to find out what drives their marketing efforts, including contract retention. We have found that the key takeaways are still relevant—perhaps even more so—in today’s federal market. The study found that relationships are paramount, and that efforts to foster customer relationships are well worth the…Read More

Three Key Steps to a Customer Loyalty Resolution in 2015

Wednesday, January 14th, 2015

Although December and New Year’s resolutions may already seem far away, it’s still early in the year, and a good time to pause and assess 2015 goals. In a continually competitive business climate, resolving to build customer loyalty in 2015 is a sound strategy for ensuring recompete wins and building past performance that helps to…Read More

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