Making CX a Priority in Government
Providing good customer experience is hugely important and impacts all other government services. But for many agencies, improving customer experience remains a low priority.
Posts Tagged: CX
4 Ways to Make the Case for Customer Experience
If government employees think CX is important, why isn’t it taking off in individual agencies? How can the public sector better meet – even exceed – the expectations of citizen users?
Revolutionizing the Government Customer Experience
Learn how your agency can move towards more robust customer experience solutions that enable faster and more flexible access to services.
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.
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.
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.”