I often hear about different tactics to improve customer service, some are good ideas and some not as good. This isn’t to say every idea isn’t worth exploring but rather, successful customer service comes from one core thought: Customer service starts with understanding the customer. So we asked, and we listened carefully. We understand thatRead… Read more »
“To optimize both your market share and your margins, you must provide customers with consistent, compelling experiences—before, during, and after their purchases—across all channels.” – Oracle, Seven Power Lessons for Customer Experience Leaders With the increasing use of social media, it is more important than ever for organizations, both public and private, to provide theirRead… Read more »
Yesterday, GovLoop and Oracle presented a webinar on current customer service strategies in government. Widely discussed in the business realm, customer service is becoming a key focus area in government. Agencies are increasingly looking to customer service strategies via social media, mobile apps, call centers, and various other mediums to engage citizens and fill gapsRead… Read more »
Social media has quickened the speed of communication to a breakneck pace, and altered citizens’ expectations in terms of speed of response. For example, if I wrote an organization a letter, I would factor in a few days for it to get there, and several more days to be answered. However, if I posted aRead… Read more »
If the average citizen is mobile and social, shouldn’t government services be as well to better serve them? This is the question government agencies have been working to address over the last few years. With initiatives like the Digital Government Strategy, which aims to provide citizens with high-quality digital information anywhere, anytime, and on anyRead… Read more »
In the wake of the Open Government Directive issued by President Obama in December of 2009, agencies have been working to take specific actions to implement the principles of transparency, participation, and collaboration. However, do we want our National Security Agency (NSA) being transparent about all of their defense tactics and cyber plans? Does sharingRead… Read more »
Daryl Covey, an experienced service manager with over thirty-eight years of public sector service, brought together federal customer service managers from all lines of business. The group collaboratively generated a collection of customer service “best practices” for government employees. Covey shares his findings and the findings of these experts in his new book, Government CustomerRead… Read more »
The Open Government Initiative set forth by the Obama Administration in 2009 requires Federal agencies to take immediate steps to achieve milestones in transparency, participation, and citizen collaboration. Most Federal, state, and local organizations have jumped on the social media bandwagon as a tool for communicating with citizens and making their agency’s goals transparent. However,Read… Read more »
Have a quality website, active social media presence, but still not reeling in the kind of customers or clients you want? The world of marketing and networking may have changed, but one thing is the same — it’s all about who you know. Reaching out to people still takes a little finesse even if itRead… Read more »
You might be in the business of providing classroom furniture to customers across the country, but that doesn’t mean customer service ends when the bell rings in the autumn. This is one industry that is a little bit slower than others to embrace the age of technology. When you’re the one providing much-needed products, howRead… Read more »