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Government/Quasi-Government/Utilities
Since founding our firm in 1993, we have been helping state, county and city governments as well as quasi-government center city commissions, convention and visitors bureaus, and both government owned and publicly held utility companies improve their marketing and communication effectiveness. Our successes for these such clients include helping them successfully manage public policy issues, as well as improve their state economic development, state tourism development, state prison systems, city downtown development, city image, community centers, transportation services, sanitation services, customer satisfaction, and environmental sustainability. Our services that are most popular with these types of organizations are listed below.
External Marketing Communication
Most of our external community marketing and communication research projects for these types of organizations have been custom-designed to each client’s specific situation and need. These custom-designed projects may or may not involve any of our proprietary, systematic services. That said, the most popular of our proprietary services for such clients are listed below in the order of demand for these services among these types of clients.
- Marketing Opportunity Analysis — to help them develop strategic communication campaigns of various types, ranging from Strategic Brand Positioning campaigns for state economic development to public education campaigns about a city’s quality of life attributes
- Customer (Citizen) Satisfaction / Loyalty / Value Research — to help them identify the most important drivers (attributes) of customer or citizen satisfaction, loyalty and value, as well to track how customer or citizen satisfaction with government services
- New Product / Service Concept Development and Testing — to design, test and optimize new government services and policies
- Advertising and Public Relations Effectiveness Measurement — to measure the true, in market effectiveness of economic development marketing campaigns and/or to measure the effectiveness of public policy/education campaigns regarding specific government policy issues
- Strategic Polling — for crisis management public relations and/or for government relations departments to help develop effective communication about legislative issues
Government, quasi-government and utility services have hired us to do both qualitative and quantitative marketing and communication research using the following methodologies.
- Qualitative — focus groups, psychological in-depth (one-on-one, in-person interviews), telephone qualitative interviews, web survey qualitative interviews, intercept qualitative interviews.
- Quantitative — telephone surveys, hosted Internet web surveys, email surveys, mail surveys, intercept surveys.
Internal Organizational Communication / Employee Communication
For internal communication, we have experience in these types of organizations with the following services
- Employee Satisfaction Surveys
- Organizational Culture Assessments
- Training Effectiveness Surveys
- Call Center Routing Optimization (statistical modeling to identify the best agent-caller match)
- Becoming Customer Focused
- Communicating with Skill
- Resolving Conflicts
- Leading People Through Change
- Diversity Training