...all that work...now what!?! Collecting feedback from surveys or a button on your website is NOT a CX program. It’s a start, but it ‘s the main reason why so many CX initiatives are failing! It’s not the survey nor the technology platform, it’s something more controllable in the long run than the mash-up of…
It is key to understand your different customer types and serve them the way they want to be served. It simply doesn’t work when you put all customers/visitors/prospects in the same bucket. A highly optimized CX program allows you to gain intelligence about your customer types. Key questions about your customers: Internal or External: The overall…
Is Customer Experience New? No, not at all. Businesses, governments, associations, not-for-profits have been focused on the "customer experience" for years. From the beginning customer service was paramount to ensuring repeat sales and increased revenues. When customers visited stores and businesses, they appreciated the friendly greeting, expertise and personalized service. If there was ever an issue,…
Leaders know that achieving their organization’s mission depends on whether employees are engaged and energized to come to work every day. That’s why I always look forward to the annual results from the Federal Employee Viewpoint Survey, the most recent of which was released in October. It paints a picture of the trends agency leaders should…
Congratulations To The Winners Of ForeSee’s E-Government Excellence In Customer Experience Awards Via ForeSee: 2017 When most people think of the important work being done by government, digital resources and services offered online via desktop and mobile usually isn't the first thing that comes to mind. However, that doesn't take away from its…
By Kenneth Corbin - March 11, 2016 Show of hands: Who thinks the best site on the Web is maintained by the federal government? By one measure, a well-established gauge of user satisfaction, the government actually beats out many of the top business sites on the Web, including perennial consumer favorites Amazon, Expedia and Google.…
May 23, 2017 Research says budget slashing and modernizing technology are compatible ideas. Dave Lewan is responsible for managing ForeSee’s focus on public sector, including federal and state government departments and agencies, nonprofit organizations, associations and higher-education institutions. The path to more conservative government spending lies in collecting and analyzing citizen (customer) experience data. This isn’t hyperbole…
Dave Lewan 