Earlier this week, I shared with my colleagues at EXIM the results of our 2016 export credit insurance customer survey. This is the third consecutive year that our largest customer segment has been asked to share their feedback with us. We appreciate knowing, through our customers’ eyes, how we are doing on our agency’s strategic goal to improve the ease of doing business. But what strikes me as most compelling is the story that has emerged over the past three survey years about our customers’ business outcomes and what they have achieved, in part, with EXIM’s help.
Export Import Bank Of The United States
Performance metrics, targets and public reporting are not new in government; however, customer-oriented metrics have been underutilized and under-reported publicly for a long time. Today, as the principles of customer experience as a management discipline gain momentum across the federal government, there is an opportunity to use data to tell more of the story where customers’ experiences are concerned. Balancing Internal and External Customer Experience Metrics Internal and external metrics are needed to tell a more holistic story, versus internal data alone or external data alone.
Doing business with any U.S. government agency can be a daunting task. For example, in the case of customers new to EXIM Bank, there are application forms to complete, rules to understand, processes to navigate and conditions that have to be met in order to work with our agency. What our staff considers an “everyday” transaction can be overwhelming for a new customer! But EXIM has a big goal, as outlined in ExIm Bank Strategic Plan 2010-2015, to improve the ease of doing business for customers.
Meeting customer needs can be done, no matter what agency you represent. A panel discussion at the 2015 DigitalGov Citizen Services Summit delved into customer experience (CX) work at three agencies with diverse missions. Andrew Hughey, Product Development Director at the Internal Revenue Service (IRS), moderated the panel that featured Stephanie Thum, Vice President of Customer Experience at the Export-Import Bank of the United States (Ex-Im Bank), and David Simeon, myUSCIS product manager for U.
To provide great customer service, bring your agency’s customers to the table. This is one of many insights recently offered by Stephanie Thum, Vice President of Customer Experience at the Export-Import Bank of the United States. Thum has previously written about customer experience for DigitalGov, including Three Ways to Evolve Your Agency’s Customer Mindset and the forward-looking Will 2016 Be the Federal Government’s ‘Year of the Customer?’ In May, Thum sat down with DigitalGov to dig deeper into the federal customer experience (CX) landscape.
The DigitalGov platform helps federal agencies meet 21st century digital expectations, and we’ve planned our second DigitalGov Summit with this mission and your needs in mind. The theme is open and the agenda is packed with presentations about how “opening” data, content, contracts and talent makes digital citizen services better, more effective and even cheaper. Attending Virtually For our Summit this Thursday, we have an amazing line up of speakers and YOU can still sign-up to attend.
This month, our round up focuses on customer experience (CX). As I was rounding up the CX events and articles we’ve shared on DigitalGov over the past year, I realized that CX touches all of the work we do. From Web to mobile to contact centers and social media, we need to not only be aware of our customers’ experiences but also respond quickly and make changes that will enhance their experiences.
Users have questions. Your content and website navigation can help them find answers, or potentially cause frustration. One tool for answering questions is up for debate: are FAQ sections still relevant in 2015, or are they a relic of bygone days? Nielsen Norman Group recently published two articles arguing for the continued use and usefulness of FAQs: FAQs Still Deliver Great Value and An FAQs User Experience. In response, a counter opinion was released by Gerry McGovern: FAQs Are the Dinosaurs of Web Navigation.
It can be easy to forget that customer experience (CX) improvement efforts within the government sphere aren’t limited to surveys, journey maps, analytics, big data, apps, and technology. Watching Export-Import Bank’s Annual Conference come together, I’m reminded of the fundamental role that interpersonal communication plays in improving customer experience, from the front line of our unique agency. The conference is happening April 23rd-24th at the Omni Shoreham Hotel in Washington, D.
As part of its ongoing effort to enhance customer experience for current and prospective exporters, the Export-Import Bank of the U.S. (Ex-Im Bank) is unveiling a new and improved customer contact center that includes an improved 1-800 number experience, along with a new email response system. The contact center is also poised to launch new online chat capabilities early in the new year. “Our focus is on our customers—the thousands of U.
As 2014 draws to a close, agencies across the federal government are beginning to think about what the customer experience (CX) landscape will look like in the years ahead. There is little doubt that 2014 saw the government make great strides on this front, setting in motion a number of initiatives that will help ensure that CX will soon take root as a central management discipline across the Executive Branch.
They say that customer experience (CX) is the new marketing. People will tell their friends about their experience with your agency, and social media makes it easy to broadcast whether the experience was easy and enjoyable, or terrible. In 1992, Congress proclaimed the first full week in October as National Customer Service Week, and as we close out Customer Service Week 2014, here’s a recap of some great customer-service-related articles published on DigitalGov.
Just like the private sector, government agencies frequently encounter new rules, regulations, policies, and financial realities that impact the way we do business. Of course, change is never easy—and when customers feel the ripple effects of those changes, their satisfaction with an agency can waver. That’s why, during times of change, customer experience leaders should reach for a fundamental, yet frequently overlooked tool in their toolbox: communication. Here are three essential to-dos that should be at the center of your communication plan.
Customer service. Customer satisfaction. Improving the customer experience. These buzzwords have become well-trodden territory among government strategists as a new wave of agencies attempt to ignite—or reignite—a focus on customers. Of course, putting customers first is a worthy goal. But what, exactly, do we mean when we use words like “service” and “satisfaction”? These terms are easily understood in the abstract; however, precisely because of their broad, abstract nature, they can also become roadblocks for pinpointing the specific metrics—and sparking the right strategic conversations—that lead to true customer-oriented improvements.
Stephanie Thum from Ex-Im Bank kicks off our video blog with an introduction to customer experience. Stephanie is Vice President of Customer Experience at Ex-Im Bank, a U.S. government agency which serves as the official export credit agency of the United States. We had a chance to sit down and talk with Stephanie about customer experience and why leadership support at the highest levels is so important to successful customer experience programs.
Customer experience (CX) is an emerging area of focus within government. My role as Vice President of Customer Experience at the Export-Import Bank speaks to this reality. Our agency’s customers and partners consist of U.S. exporters, financial services institutions, insurance brokers and foreign buyers of U.S. products and services. All play a key role in facilitating U.S. exports, toward the creation of U.S. jobs, as outlined in our agency’s charter.