It always makes you proud when a member of your family does something awesome, right? Well, GovLoop has a member – Wendi Pomerance Brick – who’s about to release a brilliant book geared toward government on December 15. It’s called “The Science of Service: Six Essential Elements for Creating a Culture of Service in theRead… Read more »
Voters have signaled that they aren’t happy with the role of government. Surveys also say they are upset with government employees and don’t trust government. Yet research shows that citizens base their perceptions on their personal experiences. So would improving customer service help? In the 1990s, the Clinton-Gore Reinventing Government effort thought the answer wasRead… Read more »
For citizens, a visit to your website might be the only interaction they ever have with your agency. A bad experience on even one government website is a poor reflection on all of us. Is your website showing your agency, and the government, at its best? Writing content in plain language is the most importantRead… Read more »
Customer Service… Citizen Service… Citizen Centered… It doesn’t matter what you call it – providing a great customer experience is priceless. Web Manager University’s September events focus on the customer – why good customer service is important, meeting the customer where they are, and things every government web manager should know about customer service. CheckRead… Read more »
When you think of the stakeholders you serve, how would you describe your connection to them? Empathy, apathy, animosity, appreciation, or something else? We’ve been working on customer / client focus at GovDelivery, and we’ve gone through some healthy exercises that have me on the lookout for how I’m being treated as a citizen andRead… Read more »
This post originally appeared on my external blog, “Social Media Strategery.” I finally got around to reading “The Last Lecture” by Randy Pausch. If you’re not familiar with Randy’s story, read about it here or watch the video below. I highly recommend this if you’re about to have a child, already a parent, if you’reRead… Read more »
I am excited today to announce the 2010-2011 Web Manager University Course Schedule. We are kicking off this year in the spirit of customer service by hosting Doug Lipp, Formerly the Head of training at Disney’s Corporate Headquarters, to give a FREE webinar – The Magic of Exceptional Customer Service on Thursday, September 9, 2010.Read… Read more »
Hi there – I’m Alycia and I am super excited to be writing my first blog post for GovLoop. I am a program coordinator for Web Manager University (WMU), and will be sharing with you training opportunities, government innovations, and cool websites and tools that I find through research for the WMU programs. Web ManagerRead… Read more »
Great customer service starts right at the top of any organization – private or public. Top executives set the tone and the standards for customer service. When those top executives pay close attention and make customer service a priority, they create happy customers. Happy customers – better business. Nothing new about that. But have youRead… Read more »
My 5-year old this morning didn’t want to put on a dress. I guess she had a different outfit in mind… Perhaps a pair of shorts, or a skirt – but not the sun dress with cherries on it that I handed to her. But that’s not what she told me. Instead, she looked atRead… Read more »