Presented by: Government Executive | Nextgov
We live in a customer-centric world in which business decisions, products to develop and services to provide are all driven by consumers, citizens and customers. Every day brings with it new examples of innovative ways industry retains and attracts new customers and improves the overall experience for those it serves.
The coming months will be critical for continuing the momentum developed in improving federal customer service under the Obama administration. While much has been achieved, the experience of federal customers remains woefully behind those found in industries such as retail, hospitality, tourism and the financial sector. Those industries have learned that today's reliance upon technology, social mobility and connectivity has moved us into the age of the customer. Can the government tag along?