(Typically, I keep the Pivot Point related to the customer experience. In this case, I’m going to diverge a bit although there is a connection.) As I post this, two months will have passed since the tragic school shooting in
Hot on the heels of another confidence-breaking government shutdown threat the rollout of the Affordable Care Act has grabbed the media’s short attention span. While we still have the spotlight, here are a few customer experience lessons for the government.
The publicity surrounding Occupy Wall Street makes me think we need our own movement in customer service. I just don’t know where to gather (suggestions here). In many ways the #OWS experience is exactly what I advocate relative to customer
President Obama’s executive order to improve customer service across the federal government is political pabulum, but little else. If it were that easy, it would have already been done. Corporations across the world struggle with same issues, and have for