The 4 Components of a Great Customer Experience
With these qualities, your agency can create a real connection with your customers, which enables improved transparency and builds trust.
Citizen Engagement
5 Innovative Government Websites that Empower Citizens
To celebrate these government agencies’ inventive platforms, this week’s Intersection is here to show you some of the top government websites and hopefully inspire some newfangled digital growth at your agency.
Status of CAP Goals, Part 1: Customer Service
Improving customer service has been an off-and-on federal priority over a number of years. In fact, it is now more broadly referred to as “customer experience,” since research shows that “customer service” accounts for only a quarter of a customer’s overall satisfaction with their experience with a company or government agency.
Facilitate Change for CX, Don’t Manage It
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.
Keep it Simple, Keep it Digital
Make your digital platform compelling, personal and useful by ensuring that it’s accessible everywhere. That way, you can better engage with citizens and show them that your digital approach is geared toward making their lives easier.
How Government is Enhancing Customer Service
Are you ready to start delivering a better customer experience at your agency but not sure how to go about doing so? Check out how these experts are enhancing customer service and the overall experience at their organization and pick up some tips you can emulate.
Transparency and Trust are not the Same Thing
Has the availability of data and transparency of government information led to greater trust?
Driving Customer Engagement at Your Agency
Is your agency having a hard time driving customer satisfaction? Check out these expert tips on how you can deliver a better customer experience.
How Boston is Using Data to Imagine a Brighter Future
Traditionally, city planning is a sort of members-only club that rarely involves the public. By purposefully getting the word out and engaging citizens at every step, Boston is changing that convention.
Fostering Citizen Engagement Through Text Messaging Campaigns
As we move further into the 21st century, mobile engagement has been particularly effective, but with so many channels available, agencies have struggled to develop best practices and standard processes. One tool that is proving popular, however, is text messaging campaigns that reach a broader audience.