Government knows they have a long way to go in making up the gap of satisfaction in the citizen experience. But by adapting an empathetic mindset when it comes to conducting and measuring citizen interactions, they can get themselves on the right path.
Posts Tagged: Forrester
In your mind, good citizen engagement might not be that important. Sure, your agency tweets and engages occasionally online, but its not a focus or a priority. After all, it can’t really affect anything that you’re doing that much, right? Wrong. According to new data from Forrester Research, bad citizen engagement and poor customer service from… Read more »
In delivering workshops on Web 2.0 for government agencies and other key stakeholders, I ask audiences to imagine themselves walking up to a dazzling storefront. I ask them to envision peering through clear panes of glass to marvel at the merchandise – watches and widgets and watchamacallits galore. They turn their attention to the door,… Read more »