{
    "version" : "https://jsonfeed.org/version/1",
    "content" : "news",
    "type" : "single",
    "title" : "Customer Service Week 2014 |Digital.gov",
    "description": "Customer Service Week 2014",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/10/09/customer-service-week-2014/index.json","item" : [
    {"title" :"Customer Service Week 2014","summary" : "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","date" : "2014-10-09T10:00:53-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
        
            "customer-experience" : "Customer experience",
            "product-and-project-management" : "Product and project management",
            "user-experience" : "User experience"
            },"branch" : "bc-archive-content-3",
      "filename" :"2014-10-09-customer-service-week-2014.md",
      
      "filepath" :"news/2014/10/2014-10-09-customer-service-week-2014.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/10/2014-10-09-customer-service-week-2014.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/10/2014-10-09-customer-service-week-2014.md","slug" : "customer-service-week-2014","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/10/09/customer-service-week-2014/","content" :"\u003cp\u003e\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2014/10/250-x-283-National-Customer-Service-Week.jpg\"\n    alt=\"National Customer Service Week 2014\"/\u003e\u003c/div\u003e\n\nThey 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.\u003c/p\u003e\n\u003cp\u003eIn 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.gov over the past several months. Check them out, and maybe you’ll be inspired to tackle some customer service improvements of your own!\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/07/07/user-experience-ux-vs-customer-experience-cx-whats-the-dif/\"\u003eUser Experience (UX) vs. Customer Experience (CX): What’s the Dif?\u003c/a\u003e—The subtle, but important difference: User Experience (UX) deals with people interacting with your product and the experience they receive from that interaction. Customer Experience (CX), in contrast, encompasses all the interactions a person has with your brand.\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/06/16/government-cx-where-do-you-find-the-right-foundational-metrics/\" title=\"Government CX:  Where Do You Find the Right Foundational Metrics?\"\u003eGovernment CX: Where Do You Find the Right Foundational Metrics?\u003c/a\u003e—Begin with your agency’s strategic plan. What gets measured, gets managed.\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/02/21/customer-experience-video-blog-stephanie-thum-export-import-bank/\" title=\"Customer Experience Video Blog: Stephanie Thum, Export-Import Bank\"\u003eCustomer Experience Video Blog\u003c/a\u003e—Stephanie Thum, Export-Import Bank, gives us an introduction to Customer Experience.\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/06/05/the-importance-of-cross-channel-customer-service-digitalgov-summit-recap/\" title=\"The Importance of Cross-Channel Customer Service—DigitalGov Summit Recap\"\u003eThe Importance of Cross-Channel Customer Service—DigitalGov Summit Recap\u003c/a\u003e—Experts from across government came together on a panel at the DigitalGov Summit in May 2014 to share what customer service means to them and their organization, and specific ways they leverage it.\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/09/12/3-steps-to-keep-customers-happy-during-times-of-change/\" title=\"3 Steps to Keep Customers Happy During Times of Change\"\u003e3 Steps to Keep Customers Happy During Times of Change\u003c/a\u003e—It’s all about communication. Start internally, build a communications bridge, and check your external communication points.\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/08/12/delivering-a-customer-focused-government-through-smarter-it/\" title=\"Delivering a Customer-Focused Government Through Smarter IT\"\u003eDelivering a Customer-Focused Government Through Smarter IT\u003c/a\u003e—Programs like 18F and the U.S. Digital Service can help agencies use technology more effectively to improve service delivery.\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/02/28/what-do-people-think-of-your-content-ask-your-contact-center/\" title=\"What Do People Think of Your Content? Ask Your Contact Center!\"\u003eWhat Do People Think of Your Content? Ask Your Contact Center!\u003c/a\u003e—Knowledgeable contact center agents talk to your customers every day, and can help you identify problems with online content. Don’t make people call your contact center because they were not able to complete a task online.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"agency-stories\"\u003eAgency Stories\u003c/h2\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/04/30/need-help-responding-to-facebook-twitter-questions-use-your-contact-center-customer-service-experts/\" title=\"Need Help Responding to Facebook \u0026amp; Twitter Questions? Use Your Contact Center Customer Service Experts\"\u003eNeed Help Responding to Facebook \u0026amp; Twitter Questions? Use Your Contact Center Customer Service Experts\u003c/a\u003e—Case study from the \u003cstrong\u003eNational Cancer Institute\u003c/strong\u003e on using contact center staff to respond to customers via social channels.\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/08/19/redesigning-with-customer-feedback-child-support-enforcement-usability-case-study/\" title=\"Redesigning with Customer Feedback: Child Support Enforcement Usability Case Study\"\u003eRedesigning with Customer Feedback: Child Support Enforcement Usability Case Study\u003c/a\u003e—After an agency-wide redesign to apply a common “look and feel” to program websites, customers of the federal Office of Child Support Enforcement at the Administration for Children and Families had trouble finding information. A customer focus group helped the agency website get back on track.\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/04/21/customer-satisfaction-innovating-with-lack-of-resources/\" title=\"Customer Satisfaction: Innovating with Lack of Resources\"\u003eCustomer Satisfaction: Innovating with Lack of Resources\u003c/a\u003e—Case study from the City of Philadelphia to find innovative solutions to effectively collect, and manage, accurate and real-time customer experience responses.\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/01/13/government-cx-finding-the-metrics-that-matter/\" title=\"Government CX: Finding the Metrics that Matter\"\u003eGovernment CX: Finding the Metrics that Matter\u003c/a\u003e—How the Export-Import Bank identified which CX metrics to track, to meet their business goals.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"gsa--focused-on-the-customer-experience\"\u003eGSA – Focused on the Customer Experience\u003c/h2\u003e\n\u003cp\u003eOur office at GSA has been working for the past year to institutionalize a customer-centric culture. The following articles recap our journey so far.\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/07/10/kicking-off-our-customer-experience-program/\" title=\"Kicking Off Our Customer Experience Program\"\u003eKicking Off Our Customer Experience Program\u003c/a\u003e—The vision is simple: Deliver a world-class experience to the public when accessing government information and services—anytime, anywhere, through the delivery channel they choose. The reality is both challenging and critical to our success.\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/07/18/how-to-create-a-customer-experience-index/\" title=\"How to Create a Customer Experience Index\"\u003eHow to Create a Customer Experience Index (CXi)\u003c/a\u003e—A CXi is a common yardstick to measure outcomes and drive behavior change to improve service delivery.\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/08/01/the-impact-of-culture-on-customer-experience/\" title=\"The Impact of Culture on Customer Experience\"\u003eThe Impact of Culture on Customer Experience\u003c/a\u003e—Organizational culture is one of the most difficult things to change, but without a culture that embraces customer experience, you can’t deliver great customer experience.\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/09/27/what-is-a-customer-centric-culture/\" title=\"What Is a “Customer Centric” Culture?\"\u003eWhat Is a “Customer Centric” Culture?\u003c/a\u003e—The key is to understand who your customers are, and their expectations. Also read the follow-up article, \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/08/06/what-is-a-customer-centric-culture-part-2/\" title=\"What is a “Customer Centric” Culture – Part 2\"\u003eWhat is a “Customer Centric” Culture – Part 2\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/12/02/whats-your-strategy-operational-excellence-product-leadership-or-customer-intimacy/\" title=\"What’s Your Strategy? Operational Excellence, Product Leadership or Customer Intimacy?\"\u003eWhat’s Your Strategy? Operational Excellence, Product Leadership or Customer Intimacy?\u003c/a\u003e—What unique value do you bring to the marketplace and your customers? Be clear about strategic priorities to deliver the best products and services.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"whats-your-cx-story\"\u003eWhat’s your CX Story?\u003c/h2\u003e\n\u003cp\u003eWhat is your agency doing to improve the experience you deliver to your customers? If you have a story to share, \u003ca href=\"mailto:digitalgov@gsa.gov\"\u003elet us know\u003c/a\u003e!\u003c/p\u003e\n"}
  ]
}