Exceptional CX in U.S. Government
The U.S. government has established a commitment to providing exceptional customer experiences (CX) for high-impact service providers (HISP) and significant life experiences. This requires change management initiatives to help clients understand how CX drives value for their organization.
The U.S. government has established a commitment to providing exceptional customer experiences (CX) for the nation's highest-impact service providers, such as the Transportation Security Administration (TSA), US Department of Agriculture (USDA), and Internal Revenue Service (IRS), and for service delivery in significant life experiences, such as retirement, disaster recovery, and childbirth, that require interactions across multiple agencies or levels of government.
The U.S. government mandates a sustainable CX to drive customer loyalty for its service delivery in HISP or life experiences. In order to drive loyalty, the four key steps for organizations are to:
- Know your customer needs
- Deliver exceptional experiences
- Measure your results
- Engage customers through regular, personalized, value-added content that makes them feel like they are part of a community.
Ultimately, optimizing the CX to deliver exceptional services requires change management initiatives to help clients understand how CX drives value for their organization by:
- Measuring emotions through qualitative research and behaviors through customer ecosystem data
- Managing customer emotions through empathy, understanding, and communication to drive business value
This website contains a number of useful posts to help organizations deliver exceptional CX across their products and services:
- Customer Centricity & Design Thinking
- CX Optimization
- Product Innovation
- Product Vision
- Minimum Lovable Product (MLP)
The U.S. government also provides a number of great resources to help its agencies and service providers follow through on its mandate to deliver exceptional CX:
Finally, Jim Tincher, CEO of Heart of the Customer LLC, has written a fantastic book called "Do B2B Better" and an insightful blog post that is relevant to government agencies called: Creating a Customer-Centric Agency at the Department of Veterans Affairs (VA).
These resources are designed to help government agencies improve how they serve the public and provide them with information. Since government is often the only provider of certain services, CX is even more important in the public sector than in other organizations.