Customer experiences in government agencies, like the VA, can only be improved when employees put themselves in the customer’s shoes. Learn how you can make government CX more personal.
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Improving employee engagement can be difficult sometimes, but it is important for enhancing citizen experiences. See how agencies are overcoming the challenges of employee engagement to benefit their constituents.
Improving customer service has been an off-and-on federal priority over a number of years. In fact, it is now more broadly referred to as “customer experience,” since research shows that “customer service” accounts for only a quarter of a customer’s overall satisfaction with their experience with a company or government agency.
Are you ready to start delivering a better customer experience at your agency but not sure how to go about doing so? Check out how these experts are enhancing customer service and the overall experience at their organization and pick up some tips you can emulate.
What’s the secret to delivering customer service that’s at a “golden standard?” The answer lies in using an omnichannel approach that meets citizens where they are.
Imagine this. Your agency is tasked with reaching out to individuals in 192 different languages, across many different channels, with varying education and technological expertise. It sounds like an almost impossible task. But that’s exactly what the U.S. Citizen and Immigration Services Customer Service and Public Engagement Directorate accomplished
Yelp has transformed the way you pick a restaurant for your date night. Uber has changed the way you get around town. And now governments are embracing innovative and mobile customer service techniques as well. Some examples? The Smithsonian Institute upped their social outreach game in preparation for the opening of their new African American… Read more »
The most successful companies not only meet but exceed our expectations for timely, personalized and professional services. For them, good customer service is good business. If this is true in the corporate world, why should government be any different? If you think about it, government is a collection of many small and large enterprises that… Read more »
This blog post is an excerpt from our recent Information Perspective, “Achieving Customer Service in the Real World.” To download the full research brief, click here. Rapidly expanding technology has changed expectations of customer service in the public sector. Citizens, and other government customers want to be able to see how their tax dollars are… Read more »
Learn how you can use self-service analytics to improve overall citizen experiences, interactions, and the way your agency delivers customer service.