{
    "version" : "https://jsonfeed.org/version/1",
    "content" : "news",
    "type" : "single",
    "title" : "What is a “Customer Centric” Culture – Part 2 |Digital.gov",
    "description": "What is a “Customer Centric” Culture – Part 2",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/08/06/what-is-a-customer-centric-culture-part-2/index.json","item" : [
    {"title" :"What is a \u0026#8220;Customer Centric\u0026#8221; Culture \u0026#8211; Part 2","summary" : "Since April of 2011 when President Obama signed Executive Order 13571 mandating agencies improve the quality of service they give to the public, agencies have been working through strategies to best fulfill this task. We at GSA’s Office of Citizen Services and Innovative Technologies (OCSIT) were no exception. Back in September of 2013, we wrote","date" : "2014-08-06T13:00:02-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jacqueline-snee" : "Jacqueline Snee"},"topics" : {
        
            "customer-experience" : "Customer experience",
            "product-and-project-management" : "Product and project management"
            },"branch" : "bc-archive-content-3",
      "filename" :"2014-08-06-what-is-a-customer-centric-culture-part-2.md",
      
      "filepath" :"news/2014/08/2014-08-06-what-is-a-customer-centric-culture-part-2.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/08/2014-08-06-what-is-a-customer-centric-culture-part-2.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/08/2014-08-06-what-is-a-customer-centric-culture-part-2.md","slug" : "what-is-a-customer-centric-culture-part-2","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/08/06/what-is-a-customer-centric-culture-part-2/","content" :"\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2014/07/250-x-160-Business-Customer-Concept-olm26250-iStock-Thinkstock-186319706.jpg\"\n    alt=\"Business Concept compass graphic with the arrow pointing towards Customer\"/\u003e\u003c/div\u003e\n\n\n\u003cp\u003eSince April of 2011 when President Obama signed \u003ca href=\"http://www.whitehouse.gov/the-press-office/2011/04/27/executive-order-streamlining-service-delivery-and-improving-customer-ser\"\u003eExecutive Order 13571\u003c/a\u003e mandating agencies improve the quality of service they give to the public, agencies have been working through strategies to best fulfill this task. We at GSA’s Office of Citizen Services and Innovative Technologies (OCSIT) were no exception. Back in September of 2013, \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/09/27/what-is-a-customer-centric-culture/\"\u003ewe wrote a blog\u003c/a\u003e about how important it is for a Customer Experience (CX) Program to have shared principles and values, as well as understanding who our customers are and their expectations.\u003c/p\u003e\n\u003cp\u003eJust recently I attended Forrester’s Forum for Customer Experience Professionals and picked up a few more tips to share about building a “customer centric” culture.\u003c/p\u003e\n\u003cp\u003eAccording to Megan Burns from Forrester, building a customer centric culture also includes:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eSecuring executive support\u003c/li\u003e\n\u003cli\u003eBuilding a customer experience team to lead transformation. (Rotating team members so everyone gets to be on the transformation team.)\u003c/li\u003e\n\u003cli\u003eShowing examples for each function of what an enhanced customer experience is\u003c/li\u003e\n\u003cli\u003eRallying and aligning employees to the cultural transformation\u003c/li\u003e\n\u003cli\u003eEmbedding customer experience principles in organization\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eIn this past year we have done a lot to build our customer centric culture. We:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eGained Senior Leadership Buy In.\n\u003cul\u003e\n\u003cli\u003eWe outlined our vision, goals and priorities for CX in FY14 to ensure understanding and agreement with our CX roadmap for our first year.\u003c/li\u003e\n\u003cli\u003eWe developed a Customer Experience Charter, disseminated it to all in our organization to ensure understanding of the importance of customer experience in all our programs and services.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003eDeveloped a Communication Strategy. This included:\n\u003cul\u003e\n\u003cli\u003eCustomer Experience posters—The posters highlight our mission and principles and we have them displayed in visible common areas.\u003c/li\u003e\n\u003cli\u003eBi-weekly emails—Through email we share white papers, videos and blogs that highlight customer experience information important to our office.\u003c/li\u003e\n\u003cli\u003eCustomer Experience Value cards—“Business cards” that are highly portable and an easy way to share and remember the vision, mission and values of our OCSIT CX program—wherever you are!\u003c/li\u003e\n\u003cli\u003eIncorporated CX updates into our quarterly All Hands Meetings, attended by all staff.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003eDeveloped an Educational Strategy. This included:\n\u003cul\u003e\n\u003cli\u003eLearning Series Sessions—Quarterly, one hour training/educational forums where a subject matter expert shares information around a topic that meets the customer experience information needs of OCSIT. Example: We recently used this session to highlight our GCXi (government customer experience index) results where our agency customers rated their satisfaction with our services. One of our colleagues shared with the group how she used feedback from 2013 to enhance her program.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eFor 2015 we look forward to enhancing what we are doing now by getting tips from experts and asking our colleagues what ways they like to receive customer experience information. As you take these tips to help enhance your “customer centric” culture for the rest of 2014 and into 2015 what tips do you think are the best to implement now?\u003c/p\u003e\n\u003cp\u003e\u003cem\u003e\u003cstrong\u003eJacqueline Snee\u003c/strong\u003e is a Information Program Manager in the Office of Citizen Services and Innovative Technologies (OCSIT) at the General Services Administration.\u003c/em\u003e\u003c/p\u003e\n"}
  ]
}