The people have spoken. Today’s citizen-customer expects the same instant communication and instant government response that she gets every day from the business community. To use our embedded media player, please install the latest version of Adobe Flash Player.  Download | Subscribe:  Email |  iTunes |  RSS (What is RSS?)  The people have spoken. Today’s citizen-customer expects the same instant communication and instant government response that she gets every day from the business community. And customer service strategies, developed in the private sector, have refined these expectations. Customer experience strategy is not a competitive business tactic exclusive to the private sector anymore. It lies at the very heart of successful policy design and execution.
Highlights: - Tell us something about the new science of “customer experience.” What are the key commercial practices that are influencing today’s customer experience? (3:40)
- Is this new body of knowledge being applied in the public sector? (7:22)
- In what ways can customer strategies be used in the public sector? (21:20)
- Doesn’t world-class customer service simply cost more? What’s at stake if governments fail to take action? (48:01)
Guests
Christina Dorfhuber, partner, Deloitte Consulting LLP
Greg Pellegrino, global managing director, Public Sector, Deloitte Touche Tohmatsu Related Content:
Article: Closing the Expectations Gap
Resources: Customer Strategy in the Public Sector
Overview: U.S. Federal Government
Overview: U.S. State Government
Overview: Global Public Sector Listen to our complimentary podcasts anytime, anywhere. |
