Customer Experience

The Nuance Between Customers and Partners

Dec 20, 2013 |

Before you can create your customer experience (CX) strategy, you have to answer the key question: Who are your customers? Consider the concept that among the groups you interact with internally, you could be their customer, they could be your customer, or you Read »

What’s Your Strategy? Operational Excellence, Product Leadership or Customer Intimacy?

Dec 2, 2013 |

In the Discipline of Market Leaders by Michael Treacy and Fred Wiersema, we learned about the importance of being clear about your strategic priority. What unique value do you bring to the marketplace and your customers? In this book, they describe three strategic priorities Read »

Great Customer Experience through Open Dialogue

Nov 20, 2013 |

While we think about the audience, we don’t often map out the experience we want them to have when using our services. This is critical information for the design. In other cases, we may not have the data to analyze existing customers’ Read »

What Is a “Customer Centric” Culture?

Sep 27, 2013 |

In our very first customer experience (CX) blog post about GSA’s Office of Citizen Services and Innovative Technologies’ (OCSIT) Customer Experience Program, we published our principles and values. Our core principles say that all staff will: Take responsibility for providing an experience greater than customer expectations. Engage, listen and resolve. Design business from the outside Read »

Communication is Key in Measuring Customer Experience

Sep 20, 2013 |

As mentioned in previous blog posts, great efforts have been made in creating a Customer Experience program and a Customer Experience (CX) index in our Office of Citizen Services and Innovative Technologies (OCSIT) at GSA. Our office manages well over 10 programs, including websites, a contact center, search services, and Read »’s 1st Year: What We’ve Learned and Where We’re Going

Sep 13, 2013 |

Guest post by Brenda Wensil, Chief Customer Experience Officer for Federal Student Aid. Established in late 2010, FSA’s Customer Experience Office is responsible for identifying, measuring and reporting customer expectations and satisfaction with the financial aid services and products offered at Federal Student Aid. In my last post, Read »

Improving Email Open Rates

Aug 7, 2013 | ,

Guest post by Ellen Langhans, Program Manager in the Office of Disease Prevention and Health Promotion at the Department of Health and Human Services, with contribution from Tim Hudak, Web Analytics Specialist in the Office of Read »

The Impact of Culture on Customer Experience

Aug 1, 2013 |

What’s one of the most important factors in delivering a good customer experience? When I first began learning about customer experience, one of the biggest surprises was the importance of culture. Organizational culture can be defined as the values and behavior that contribute to the unique and psychological environment of an organization.It’s based on shared Read »

Understanding Your Customer

Jul 25, 2013 |

Do you know who your customers are? And what they expect from your organization? One of the most critical components of a successful customer experience program is to understand your customer. The first step is knowing who your customers are. Are they veterans, students, senior citizens or other federal workers? In some cases your customers Read »

How to Create a Customer Experience Index

Jul 18, 2013 |

In my last post I talked about how we’re kicking off our Customer Experience program in the Office of Citizen Services and Innovative Technologies (OCSIT) at GSA. There are many paths to creating a customer experience program, from starting with cultural issues like employee Read »

Kicking Off Our Customer Experience Program

Jul 10, 2013 |

The vision for my office, the Office of Citizen Services and Innovative Technologies (OCSIT) at GSA, is simple: Deliver a world-class experience to the public when accessing government information and services – anytime, anywhere – through the delivery channel they choose. We create and leverage products, services and Read »

What’s In a Name Does Matter

Jul 1, 2013 |

Can you imagine how frustrating and confusing it would be to find several variations of the same agency name on different sites or even different pages or documents on the same site? This is what happens everyday to Spanish-speaking customers accessing the Spanish names of Read »

5 Steps for Delivering a Better Customer Experience

Jun 19, 2013 |

Everyone wants to know how to provide outstanding customer experience in government. It can be difficult, because everyday our customers are also doing business with companies like Starbucks, Zappos, and Virgin America, that excel in customer service. Read »

Tips for Creating Great Digital Content for Kids

Jun 17, 2013 | , ,

Great websites for kids have many of the same features as websites for adults, but some key differences are worth noting when writing digital content for kids or teens. Kids have short attention spans, so it’s important to keep your site engaging, fun, Read »