Posts Tagged: customer experience

The Need for Centralized and Strategic Social Media

Across industry and government agencies, social media has transformed from a ‘nice to have’ to an essential component of information delivery, communications and service strategies. By developing a centrally managed social media strategy that empowers personnel across the agency to interact with citizens as they need to, agencies can enhance the citizen experience and create… Read more »

Status of CAP Goals, Part 1: Customer Service

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.