Blog - (Archived)

How To Use Your Customer Experience Research Results

July 29, 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 series, we discuss what to do with your research results for maximum impact on your business. In Part 2, we shared the story of a client who discovered during the customer experience research phase that there was a significant difference between how the sales team was ... Read more

Weekly News Kickoff: Software Experts Tout Benefits of Collecting Consumer Data at Risk of Privacy

July 27, 2015

Where do you stand on the merits of collecting consumer data versus protecting privacy? Last week, a panel of technology experts convened to talk about it, and their consensus is that the pros of collecting data outweigh the cons. What do you think? Welcome to the weekly news kickoff. Enjoy these highlights. Software Experts Favor Collecting Consumer Data over Protecting Privacy Tech expert members of a panel convened by the Software & Information Industry Association said collecting data can be good for companies and consumers, FedScoop reports. The panel said consumers and students want technology companies to keep their information private — ... Read more

What Is Working In Government Marketing, Part 4

July 23, 2015

In February, Federal Marketing Insights posted the first of a four-part series focusing on government marketing trends. The discussion in that first part centers on data from the Market Connections 2014 Federal Media and Marketing Study. That study tracks the media outlets where decision-makers get their information. The second part of the series addresses thought leadership, and part three looked at the evolution of event marketing. Part four focuses on the impact of mobile devices within the federal government as well the broadcasting effect on reaching government employees. This informative 10-minute video explores: The prevalence of mobile devices among federal decision makers Mobile strategy ... Read more

Website Usability and the Customer Experience

July 22, 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.,” Internet and cell phones top the list of technologies that would be hard to give up: Nearly 9 in 10 American adults use the Internet There is a near saturation of internet use in households earning $75,000+ (99%) and among those with college degrees (97%) 90 percent own cell ... Read more

Weekly News Kickoff: Silicon Valley Struggles to Hack Its Diversity Problem

July 20, 2015

The biggest tech firms in Silicon Valley are struggling with creating a diverse work force. They say this is because there aren’t enough candidates, although recent data illustrates that is not the case. Do DC tech firms face the same challenges? Welcome to the weekly news kickoff. Enjoy these highlights. Silicon Valley Struggles to Hack Its Diversity Problem Making its workforce more diverse has emerged as a major challenge for Silicon Valley tech firms, The Washington Post reports. Leading tech companies say they’d hire if they could, but that not enough black and Hispanic students are pursuing computer science degrees. However, recent ... Read more

How to Measure Customer Experience

July 16, 2015

Customers can be satisfied, even when you aren’t meeting all of their needs. Customer satisfaction research will help you measure satisfaction, but customer experience research is how you’ll assess whether you are meeting real customer needs. In a fast-paced, competitive market, it takes more than customer satisfaction to win the work — the overall customer experience is also critical. In the first of our four-part series on customer experience, FedPulse® took a look how businesses are focusing on customer experience. In the second part of our series, Lisa Dezzutti, founder and CEO of Market Connections, discusses how customer experience differs from ... Read more

Is Data As Safe As Agencies Think It Is?

July 15, 2015

As networks become increasingly complex — and more data moves across the network — vulnerability to security breaches can increase. Despite the volume of unencrypted inter- and intra-agency data traversing most enterprises, many federal agencies are not implementing procedures to protect the network because it is expensive and degrades performance. Market Connections conducted a study on behalf of Brocade Federal to learn to what extent agencies feel their data is protected in transit, the challenges they face addressing data protection proactively and gaps between priorities and actions. One of the key findings is that while agencies see the importance of encrypting data, not all are doing ... Read more

Weekly News Kickoff: Newest OPM Figures; Personalized Medicine Could Mean Big Business for Government Contractors

July 13, 2015

The OPM hack continues to dominate the news, with more information coming out daily. Were you one of the 22 million people affected? And one newspaper looks at opportunities for government contractors with the advent of personalized medicine. Welcome to the weekly news kickoff. Enjoy these highlights. Personalized Medicine Could Mean Big Business for Government Contractors As health-care providers explore the personalized medicine model of treatment, which involves the study of the human genome to provide personalized care, they face a problem familiar to many in government: analyzing an overwhelming amount of data. Government contractors may be able to help. Big data ... Read more

Why Customer Experience Is the Next Big Thing

July 9, 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 series on customer experience, FedPulse® is taking a look at data about businesses’ focus on customer experience. In a Gartner blog post, Laura McLellan, Gartner Research vice president, provided multiple points that show why customer experience is, and will continue to be, a marketing focus. McLellan ... Read more

Q&A: Lisa De Luca, Iron Mountain Director of Government Marketing, Discusses How Research Can Educate Stakeholders

July 8, 2015

Federal agencies are handling more information than ever. An Iron Mountain-sponsored survey, “Navigating the Storm,” revealed that the average number of records an agency manages is expected to reach 511 million this year. That is a 144% increase since 2010. Stewardship of this information is increasingly challenging for agencies: They must keep it secure while also making it easily accessible, maintain the integrity of the record, and comply with federal records management mandates. Information management in the federal government has reached a tipping point. Agencies need to overhaul how information — physical and digital  — is approached and managed.  Yet current ... Read more


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