Hildreth England, RD LD replied to the topic How have you described/defined the relationship between branding and citizen engagement to your management? in the forum Communications, Citizen Engagement, Customer Service 7 years, 11 months ago
all – i really appreciate the input & wisdom, esp. from masters in the craft!
i’m finding the biggest issue is not seeing the problem(s). “Everything is fine” is a common response to attempts to sell the concept of engagement & relationship management.
Results borne out by poorly conceived or old client surveys suggest our reputation is fine (b/c no one has said anything bad to our faces), clients are loyal (b/c they keep coming to the clinics for benefits), and our mission is simply to supply accurate pamphlets (so why should we try to enable behavior change outside the clinics)?
I’m fascinated by the issue, though – so thanks for helping me work it out. I think it might be time for some new stakeholder interviews and field tests!
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