Citizen experience presents a significant change to agencies, requiring the response of building service cultures that provide high-quality experiences. Perhaps this water metaphor can provide a new way of thinking about how we need to respond.
Posts Tagged: CX
Personas do take some time to develop, but time spent thinking about your end customer is definitely time well spent.
As government communicators, we’re best serving the public when we’re thinking about our customers as smaller groups — defined, just for example, by geographic location, specific needs or languages spoken — and communicating directly with those groups. Simply put, our services are more impactful when our audiences are understood.
Detailing the 14 things federal CX pros must do before, during, and after the transition to keep their work on track and lay the foundation for continued improvements under the next administration.
Instagram scored the highest customer satisfaction rating of the 10 digital and nondigital channels we studied. The telephone scored the lowest. What about the eight in between?
In eight governments are attempting to engage, inform and connect with citizens. So it’s not surprising that figuring out how to utilize those eight seconds is imperative for success.
The answer to better customer service in the public sector is a simple one, but not easy: “You have to listen, understand, and make connections.”
Welcome to the second installment of this series on Congressional action that could impact federal customer experience (CX). As I said in my first post, the purpose of this series is to help federal CX advocates track bills that could impact federal CX. That way, we can suggest improvements, help good ideas become law, and… Read more »
Have you read the results of the Government Business Council’s new “Digital Disconnect” survey? The results are fascinating, and I could go on for quite some time about them (just ask my dogs, who have been listening to me rant about the survey all morning). However, at the moment I will focus on the result… Read more »
It’s finally here. That time of year when seemingly half of the federal workforce flees the city for a well-deserved vacation. It’s a magical time for those of us who stay behind: Less traffic shortens our commutes, the Starbuck’s and food truck lines are shorter, and fewer people at meetings means more decisions get made…. Read more »