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 »
In order to craft your resume appropriately, you need to use action/buzz words to show that you possess either entry-level, mid-level, or executive level experience. In most cases, you will want to overlap these action/buzz words between your current position level and the position level that you are applying to. The Federal Resume Toolbox hasRead… Read more »
Originally posted on Not So Random Thoughts on March 18, 2010: Yesterday, I had the distinct pleasure of visiting and receiving a personal tour of the Jefferson Building at the Library of Congress (LoC). I was overwhelmed by the impeccable detail and amazing beauty everywhere I turned. The Jefferson Building has to be one ofRead… Read more »
A good cultural leader inspires commitment from their members by getting them by rallying around a cause. How do they do this? By crafting a compelling story. Good stories have great lessons and are based on real world experiences. Click the link below to read what it takes to tell a good story. read articleRead… Read more »
I have been fortunate to have the immense honor of working with the Social Media Subcouncil of the Federal Web Managers Council over the past several weeks. And though I am *just* in State government, I am so inspired by the amazing people that I have “met” and collaborated with via Facebook, Twitter, GovLoop, andRead… Read more »
I forgot how smart Chris Carfi’s blog posts can be…I have to remember to read them more! I competed a certification course a few years back on Web 2.0/CRM and since then have been a big advocate of his work and ideas on customer-centricity. In fact, Paul Greenberg (CRM at the Speed of Light authorRead… Read more »
I love this concept on the “Experience Matters” blog about suggesting Obama create a Citizen Experience Officer: http://experiencematters.wordpress.com/2008/11/23/obama-needs-a-citizen-experience-officer/ This is similiar to Chief Customer Officer concept and one that most successful organizations now have whether they are corporate or governemnt. This role includes: 1. Serving as an advocate for the customer (aka, citizens in theRead… Read more »
Click here to read the full blog post: http://experiencematters.wordpress.com/2009/01/21/leadership-insights-from-obama%e2%80%99s-inauguration-speech/ This post has an interesting take on how brand promise was incorporated into Obama’s inaguration address, which will in turn shape overall strategic direction of the adminstration. Quick snackable leadership tips in the blog included: 1. Communicate reality; transparency is key 2. Employee engagement is criticalRead… Read more »
I was reading this article on CRMdestination.com since the title caught my attention (http://www.destinationcrm.com/Articles/CRM-News/Daily-News/When-Will-We-See-CustomerService.Gov-52384.aspx) and realized my company was referenced…in case it interested anyone, here is the link to access the white paper mentioned in the article: http://www.accenture.com/Global/Research_and_Insights/By_Industry/Government_and_Public_Service/2008LCSROutcomes.htm
Does anyone have any insight on the next Student Career Experience Program (SCEP) at HUD’s New York’s regional office. I’ve been reaching out to HUD representatives, the NY regional office and USA.gov, but I CAN NOT get any information from them. Is there anyone in the inner circles of government who can assist me? IRead… Read more »