Ebook: Customer Experience Focused: Why The Government Needs to Prioritize Customers
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By
Frank Konkel
In this eBook, we’ll explore what government gets right and wrong in customer service, and how some agencies are putting customers first in an effort to better meet their missions.
One of the Obama administration’s lasting legacies may well be bringing customer service back as a main cross-agency focus across government.
In 2016, the collective government finished dead last among all U.S. industries in customer service as tallied by Forrester—and Forrester didn’t mince words in its latest Customer Experience Index, suggesting government agencies have a “near monopoly” on the worst customer experience.
While five of the eight lowest-rated brands in the index belong to federal agencies, the increased spotlight is good for government. The Obama administration created a Core Federal Services Council to bring together public-sector CX leaders to share best practices, use cases and ideas, and made customer service a cross-agency priority goal.
In this eBook, we’ll explore what government gets right and wrong in customer service, and how some agencies are putting customers first in an effort to better meet their missions.