Blog - (Archived)

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

Weekly News Kickoff: Recognize Federal IT Innovators; Is Artificial Intelligence a Threat?

July 6, 2015

Which of your colleagues have an outsized impact on federal IT and will be leaders in the industry for years to come? Have you nominated them for FCW’s Rising Star awards? There is still time — nominations have been extended to July 9. Nominees can work in federal agencies, private companies, academia or the nonprofit world — they simply must be actively involved in the community and in the first 10 years of their federal IT careers. Welcome to the weekly news kickoff. Enjoy these highlights. Is Artificial Intelligence a Threat? Experts Weigh the Risks Recently tech leaders have raised concerns about the ... Read more

7 July 4th Fun Facts

July 2, 2015

We love data, so any time we can find interesting data points about holidays, we are eager to share. For our favorite summer holiday — Independence Day — the U.S. Census Bureau came through with seven interesting facts. We hope you can use these fun facts at your July 4th barbeques to dazzle your family and friends. The value of fireworks imported from China in 2014 was $247.1 million and represents the bulk of all U.S. fireworks imported ($257.8 million). U.S. exports of fireworks, by comparison, came to just $11.9 million in 2014, with Israel purchasing more than any other country ... Read more

New Research: State and Local Governments are Slow to Adopt NG9-1-1 Solutions

June 30, 2015

“One of the most critical infrastructures in the United States is 30 years behind the current technology. Mobile phones have replaced landlines for many citizens, and the number is growing. Yet citizens do not realize how inexact location data from mobile phones can be, or that text messages may not reach traditional 911 call centers at all. These systems must be upgraded to protect public safety.” — Stephen Ashurkoff, ENP, Public Safety Solutions, General Dynamics Information Technology A new survey, which Market Connections, Inc. conducted on behalf of General Dynamics Information Technology, shows fewer than 10 percent of state and local governments have ... Read more

Weekly News Kickoff: GPS Turns 20; Feds Face More Security Woes

June 29, 2015

It’s summer, the perfect time to take a few hours off and play. The World Police and Fire Games are the perfect opportunity. On Friday, the Washington, D.C., region welcomed 10,000 athletes from 68 countries who are participating in the Games, which are almost as big as the Olympics. Hosting the games — and the police and firefighters who risk their lives daily — is an honor for our region. Events will take place in venues in and around Fairfax County until July 5. All events are free to the public; check out the event schedule and take some time ... Read more

The Crucial Role of Research in Marketing

June 25, 2015

Over the past few years, the government landscape has changed. Contractors agree that things are not how they used to be, and there is more pressure on marketing teams to be flexible with their resources. With federal marketers facing pressure to lead the way, they need a marketing GPS to guide them. That GPS is research. Research helps marketers better target government decision-makers, leading to a smarter use of resources. Judy Quinlan, Northrop Grumman manager of advertising and creative services, was a panelist at Market Connections’ annual Federal Media and Marketing event in 2013. While some aspects of the federal marketing climate ... Read more


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