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 will redirect their investments to customer experience innovations.
Customer Experience and Government Contracting
Top government contractors know that getting honest feedback about contract performance and customer experience is crucial to relationships and contract renewals. And they know that independent, third-party research provides unbiased information on customers’ perceptions, uncovers unknown pitfalls, and provides actionable intelligence that can salvage and/or maintain customer relationships while maximizing contract retention.
Whether the goal is retaining a key contract or winning new business, customer experience research can uncover valuable insight into contract performance.
WEBINAR: Best Practice Series: Retaining your Customers and Contracts
Market Connections’ Vice President of Research Strategy, Laurie Morrow, has led dozens of customer experience projects for federal contractors. On Tuesday, December 13 she will share best practices in customer experience research, and how to leverage results to ensure business growth.
In this webinar, you will learn:
- Why customer experience research is important
- Pitfalls and best practices
- How to leverage results
Tuesday, December 13, 2016
11:30 a.m. EST
Duration: 30 minutes