Customer experience

Dennis Snow and Jeanne Bliss have always been the customer experience (CX) authorities in my mind. Dennis’s Lessons from the Mouse and Jeanne’s Chief Customer Officer were two of the first books I read that described what the practice of customer experience looked like in the halls of Fortune 500 companies like Lands End and Microsoft,

It’s been a while, but in previous posts, I described what we’ve learned from operating StudentAid.gov, the U.S. Department of Education’s Office of Federal Student Aid website created to educate students and borrowers about the federal student aid programs and process and help them make informed decisions about financing college and career school. We first

When focusing on customer experience, we all know that we need to truly understand our customer if we expect to provide them with an enjoyable experience. In an effort to do so, organizations often jump right to a survey to identify their customers’ needs and wants.

Surveys are a great way to gain valuable insight into your customers’ true interests and needs. With the abundant number of survey tools available, it’s almost too easy to quickly put together a survey and send it out to your target audience.

Here at DigitalGov, customer service is a focal theme during the month of May, and by some type of cosmic chance, I was invited to share my insights on content strategy and content creation at a Customer Service Community of Practice event at the Department of Labor. The event focused on topics I commonly discuss here

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 federal government is increasingly focused on designing and delivering citizen-centered services with enhanced experiences that deliver value to customers. These ideals are established in the Presidential Management Agenda Customer Service Cross-Agency Priority Goal, the Digital Government Strategy, and various open government activities. Designing services to be responsive to be life events that drive public

We know search engines aren’t Magic 8 Balls, but that’s still how we expect them to behave. We want them to answer our complex and burning questions based on just a few words. And we’ve felt that frustration when the top search results don’t serve our needs, and the results page itself makes us work.

Customer experience (CX) improvement projects come in many forms, but evolving an agency’s entire mindset to be customer-focused requires far more in the way of commitment, time, staff and organizational patience. As the senior CX lead for a U.S. government agency and an advisory committee member to the President’s Cross-Agency Priority (CAP) goal on customer

As the product manager of Sites, my job is to make sure that our service delivers what we offer: provide an easy, fast and cost‐effective solution for federal agencies that want to create a secure government website to reach the public. With 40 websites that are currently live or in active development, our program is

Customer experience 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.

Recently, Forrester Research analyst Leah Buley wrote a blog post and report that reminded me of our “what’s the diff?” article on customer experience vs. user experience. In them, she describes the difference between customer experience professionals (CX) and user experience professionals (UX).

“The customer is king.” “The customer is always right.” Regardless of your feelings on these age-old customer service adages, the fact remains: we’re all serving someone. No matter what corner of the federal digital space you occupy, you are connecting with people, and the outcome of those connections matters. To recognize the importance of these

The federal government has caught the customer experience bug. We want our customers to complete their tasks with minimal effort using a streamlined process. If they need personal help, we want it to be quick, polite, and provide the best answer. But that personal help frequently requires a team of highly skilled, dedicated people—a contact

For more than 40 years, Warren Snaider has been working at the General Services Administration providing government information to the public. A Senior Federal Information Specialist, Snaider has witnessed government contact centers evolve as technology has changed the way people communicate and access information. Snaider first joined the Federal Information Center in Sacramento in 1972.

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

Social media tools can amplify your agency’s message, but they are also a meeting space for two-way conversations. They can be a key tool to resolve user issues and deliver excellent customer service. This is true for agencies in every corner of the government space. In honor of our monthly contact center theme, we reached

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

SMS messages are an excellent way to reach audiences. The National Cancer Institute (NCI) saw SMS messages as an opportunity to reach the public for the implementation of their Mobile Health Behavioral Intervention Programs. NCI has 15 SMS based programs, including HealthyYouTxt, a program designed to help users live a healthier lifestyle, and SmokeFreeTxt, a

The Government Contact Center Council (G3C) has been working with DigitalGov University to host events for the contact center community across the federal government.