As organizations become more complicated, success can often be tied to the degree to which an organization is responsive to customers. This generally happens on the front line. So empowering front line managers to solve problems without going up through the chain of command is an important leadership strategy. The September 2011 issue of theRead… Read more »
How far along is your agency in implementing the Customer Service Plan mandated in President Obama’s Executive Order 13571 – Streamlining Service Delivery and Improving Customer Service? In my latest blog post, I’ve provided a recommendation for a Short Term Web Measurement plan to help you: Receive customer feedback Evaluate the entire customer experience AnalyzeRead… Read more »
Can you recall the fanfare when an organization first introduces their newsletter? Ideas for stories abound; writers volunteering to contribute; a robust list of potential topics and content grows almost by magic. A real event – like Spanky, Darala, and the Little Rascals putting on a show. Fast forward about a year and some ofRead… Read more »
It has been a while since my last blog. A combination of heavy travel and recovering from surgery on a torn Achilles tendon has caused me to re-adjust my schedule. It’s good to be back. In this week’s entry we will discuss developing the change management (CM) communications plan. As discussed in previous blogs, communicationRead… Read more »
OMB released customer service guidance to agencies earlier this week but it was lost in the hoopla over the announcement of Obama’s new Campaign to Cut Waste, starting with cuts in the number of federal websites. Six weeks ago, President Obama signed an executive order, “Streamlining Service Delivery and Improving Customer Service,” directing agencies toRead… Read more »
Of the organizations that have written expectations and standard operating procedures for contacting customers (which most don’t), the vast majority focus only on full-time permanent staff. This is a BIG hole in the impressions you make on your customers. Volunteers, part-time, and seasonal people represent your organization too. They form just as much of anRead… Read more »
Good refresher on how to move from product-centric to customer-centric: www.perfectcustomerexperience.com/2011/04/3081
https://www.govloop.com/group/citizenengagement/forum/topic/show?id=1154385%3ATopic%3A1394155&xg_source=msg A new Executive Order to improve customer satisfaction was issued yesterday. This is great news – for our customers and for ourselves! Not only will this improve access to accurate and prompt information for our customers, it’ll make our jobs as internal customers easy too! When we talk about improving service, lots of peopleRead… Read more »
If you ran a business and only 65 percent of your customers were satisfied, do you think you’d stay in business very long? That’s what a recent survey found from customers of many federal agencies, and their customers aren’t happy! In response, Cong. Henry Cuellar re-introduces his customer service enhancement bill. The annual federal customerRead… Read more »
“When I have an angry customer, I just put the phone down on my desk and walk away. By the time I get back, they are either calm, or they hung up. Problem Solved.” I really did have a student in one of my classes make that statement. I’ve heard a lot of odd perceptionsRead… Read more »