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When MIT talks, people listen. Okay, so that’s a bad take-off on the old EF Hutton commercials, but there is a comparison to the old EF Hutton commercials. If you remember from back in the 1980s, EF Hutton (a brokerage firm) had a series of television commercials where one person would be talking to a […]

We’ve designed a great number of surveys for municipalities and their agencies, focusing on customer satisfaction, perception, and awareness. What is so important with these government-based research instruments that is often downplayed or overlooked entirely is the focus on awareness. Awareness questions typically focus on two areas: (1) Gauging the resident’s awareness of services and […]

I was recently involved in a discussion about key strategies for renewing season ticket holders for a professional sports franchise. The basic question was "What best practices are there on renewing 90%+?" That was a great question to ask. It was great for 2 reasons; first, why reinvent the wheel if there are methods that […]