Improving Service With Citizen Personas
Personas do take some time to develop, but time spent thinking about your end customer is definitely time well spent.
Posts Tagged: CX
This One Trick Will Help You Better Define Your Customer
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.
Federal CX Pros Must Start Preparing For The Presidential Transition Right Now
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.
The Public Is Still Skeptical Of Federal Digital Customer Experience
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?
Can You Engage in 8 Seconds?
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.
Simple Steps Gov Can Take to Improve the Citizen Experience
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.”
What’s Congress Doing To Affect Federal CX This Week?
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, andRead… Read more »
Three Ways To Improve Federal Digital CX On A Shoestring
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 resultRead… Read more »
Plan Your Summer Vacation Around Customer Experience
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… Read more »
How the Social Security Administration Hit A Customer Experience Trifecta With A Mobile App
The Social Security Administration’s (SSA) Supplemental Security Income (SSI) program had a problem: it was paying out way too much in unearned benefits to program participants. This was happening because participants weren’t reporting their income often enough. As participants’ incomes went up, their SSI eligibility went down – but they continued receiving SSI benefits basedRead… Read more »