This is a very well thought, research and insightful post. A must read for any leader in the customer experience management space.
Driving Customer Experience Series: 2 – Delivering the Experience
Driving Customer Experience Series: 1 – Designing the Experience
55% of customers are willing to pay more for a better service experience, and yet, there are very few companies that thrive on delivering exceptional customer experience.
View original post 1,320 more words
Getting to the Core: Government Customer Service Competencies
Every company, business, and government agency/department should have a set of core values. These core values stand as an ethical code for your work place, and a set of values that your office culture evolves from. For me, and the City of Philadelphia, specifically Managing Director, Richard Negrin, we aim for excellence, passion, engagement, integrity, …
Continue reading "Getting to the Core: Government Customer Service Competencies"
10 Things Revolutionizing Customer Experience in City Government
As the year 2014 closed, I can’t help but to reflect on all that the City of Philadelphia has accomplished in the past year. With the implementation of a new Salesforce customer relationship management system (CRM), new partnerships, and program expansion, it has been a long year. It has also been a year that has …
Continue reading "10 Things Revolutionizing Customer Experience in City Government"
#1 Key to Government Customer Service: Hire People with Passion
I’m excited to introduce a new series from City of Philadelphia 311 TV, “Day in the Life.” It has always been a priority for the City to communicate its core values, and initiatives through creative and effective means. What folks do at the City matters. Like I’ve mentioned in previous posts, citizens don’t get to …
Continue reading "#1 Key to Government Customer Service: Hire People with Passion"
Building Welcoming, Connected, & Innovative Government Customer experience 