Building a Customer-centric Culture in Government
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Building a Customer-centric Culture in Government

Building a Customer-centric Culture in Government

With the emergence of social media and the ability for reviews to go viral, a customer has unprecedented influence on an organization’s image. Because of this, it is critical for an organization to develop a process that makes it easy to build relationships with existing or potential customers and provide them with a positive customer experience (CX).

CX is important in the public sector because the Government is often the sole-source provider of a service. Government agencies need to look beyond simply providing services as quickly as possible and, instead, shift their focus to the customer and their personalized needs, desires, and satisfaction levels. This will translate into mission results.

The most essential step towards creating a customer-centric culture is intertwining empathy for the customer into the DNA of your agency and aligning your core values to be customer-focused. When your agency concentrates on meeting customer needs and encouraging feedback, the customer will become a part of your solution and inadvertently drive services, implementation, and future development.

So, how do you do this?

  1. Understand your Customer: Involve your customer, take their point of view into account, and think about how the outcome of a decision may affect them. Focus on what they want, anticipate what they need, and create new value in order to build relationships with them

  2. Design the Customer Experience: Implement a customer strategy that focuses on meeting and exceeding customer expectations. Make each interaction enjoyable and productive. You want your customers to affiliate their success with your agencies’ services

  3. Define the Culture: Cultivate the mindset and values of customer centricity in your employees and continually reinforce an organization-wide commitment to them. You need to demonstrate how a great customer centric culture can help your organization achieve its goals and thrive in the future.  Your culture is an asset – treat and promote it as a such

  4. Empower Front Line Employees: The people who can improve CX directly through the customer and behind the scenes are essential. Your CX will not improve if your own employee experience is not top notch. When employees are happy and treated well, they will share and mirror their experiences with their customers

  5. Embrace Customer-focused Training: Have customer service leaders. Train all employees on your customer service standards and their roles, responsibilities, expectations, and behavioral norms to make CX stand out

  6. Collect Metrics that Matter: Adopt tools like journey mapping, establish a voice of the customer to share agency-wide, or create attentive feedback loops to create seamless support systems and immediate solutions while exposing areas for improvement and growth. Make this data easily accessible throughout the entire organization so employees can analyze and make decisions based on this information

You will achieve unprecedented mission results if you make creating a customer-centric culture at your agency a priority.

Blog Culture and Vision Customer Experience

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Arc Aspicio enhances the future of our nation by creating bold ideas and bringing them to life. A consulting and solutions company, Arc Aspicio solves problems by applying our integrated capabilities in strategy, design, data, human capital, behavioral science, and technology. The company passionately pursues our vision to be the hub of creativity where people take action to change the world. To do this, employees collaborate with clients and partners to create solutions using a human-centered approach. Innovation is not possible without action. The company focuses on strategy first, then takes a hands-on approach implementing ideas to achieve results. Join Arc Aspicio and our Strategy Innovation Lab (SILab) by creating and sharing ideas to inspire people to change the world. Follow us on Twitter @ArcAspicio @SILabDC and, #welovedogs!

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