I love this concept on the “Experience Matters” blog about suggesting Obama create a Citizen Experience Officer: http://experiencematters.wordpress.com/2008/11/23/obama-needs-a-citizen-experience-officer/
This is similiar to Chief Customer Officer concept and one that most successful organizations now have whether they are corporate or governemnt. This role includes:
1. Serving as an advocate for the customer (aka, citizens in the blog post link above)
2. Creating accountability and governance across the organization
3. Represent the customer (aka, citizens) in defining the strategy of the organization
You need this to support a customer-centric organization and to shift the culture of any organization towards customer-centricity.
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