Customer experience

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

Using contact centers to deliver digital services is an emerging area in government. Due to the growth of online services, centers receive more attention and represent an important touch point for customers. When you need to speak directly with someone to get help or resolve an issue, it must be a good experience. This reflects on

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

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

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’

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

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.

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,

Guest post by Ellen Langhans, healthfinder.gov 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

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

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

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

Digital metrics are critical for measuring, analyzing, and reporting on the effectiveness of your Web, mobile, social media, and other digital channels. Every agency should have a metrics strategy to measure performance, customer satisfaction, and engagement, and use the data to make continuous improvements to serve its customers. Part 1: Common Metrics: Guidance, Best Practices, and

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

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

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.

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,

In October 2012, comScore, a Web analytics research company, released an independently produced report that analyzes 75 federal agency websites on a range of quantitative and qualitative factors.