Full Capacity Marketing (FCM) was contracted by the Workforce Investment Board (WIB) of Tulare County to develop a more integrated customer-centric model that engaged all of its stakeholders, staff and partners in strategic outreach. FCM conducted mystery shopping at the WIB's four One-Stop Career Centers called Employment Connection and developed a brand strategy which included:

1. restructured processes for employer outreach teams;
2. integrated Rapid Response system among all stakeholders and partners to better convert prospects into customers;
3. communication tools, scripts and processes for customer interface;
4. a Brand Toolkit with standardized marketing materials for all Employment Connection partners;
5. a new Website with social media tools and tracking mechanisms. These tools have supported the WIB in their high growth sector strategies and initiatives and realigned its operational structures to be more focused on the customers' needs.