Leveraging the power of citizen engagement to dramatically improve customer service, agency focus and cost efficiency.
What is the most creative thing you’ve done to connect with your customers?
April 25, 2010 at 4:41 pm #98695
Lot’s of brain power in this group. I’m looking forward to learning about some of the creative things you’ve done to connect with the people who use your products and services!
What’s worked & what hasn’t?
June 7, 2010 at 5:25 pm #98703
We are a village with a population of approximatly 1000 people. Tired of reading critical letters to the editor and listining to coffee shop gossip about what we are or are not doing, we recently instituted a monthly Community Dialogue program. Our first community dialogue was held in May 2010 and 17 people attended. The topic, “Building Trust Through Public Engagement” led to a great discussion about how we communicate to the public and strong support for expanding our communications to include use of social media (Facebook) to ensure that we reach as many people as possible. We found this to be an interesting result for a community that until December 2009 did not even have cell phone access.
It demonstrates to us that people are using other forms of communication and that even at the village level we must keep up with the changing and emerging technoliogies. This is sometimes a challenge with limited staff and resources but for now we will concentrate on the use of: 1. a monthly newsletter; 2. e-mail notices to those who have signed up to receive them; 3. Facebook notices (again for those who prefer this media for information); and of course advertizing in the local weekly paper.
We will also continue the community dialogues.
June 11, 2010 at 9:19 pm #98701
I really like the focus on trust and use of transparency to achieve it. Incorporating new and modern technology to meet people wherever they may be is a big bonus for the citizens you are targeting. Thanks for sharing!
July 5, 2010 at 5:37 pm #98699
I offer FREE Scentsy Plug-In and Bar to real estate agents and loan officers to use at Open-Houses. It gives them the opportunity to see what the product is and how it works. Most are happy to take a free gift at no obligation and have gotten closing gift orders from all of my contacts made.
July 12, 2010 at 2:41 pm #98697
We actually answer the phone and make sure that there is always someone covering the phones. Many of our customers are not as tech savvy as we think they are and they just want someone to help them over the phone with their tech or other challenges. It is also part of our culture that the phone gets answered quickly. This might seem like a no brainer but sometimes in a tech centric world we tend to rely on feedback forms, help forums or email to provide customer support rather than good old fashion one on one voice help.
We constantly look at our organization from the customer’s point of view rather than our own and make sure that we are constantly checking in with our customers face to face to understand their world. I may have the resources and ability to update my technology frequently but my customers do not. I have to look at how they will communicate with me and what best serves their needs rather than what is more efficient and effective for me.
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