January 19, 2011
We hear a lot about great customer service and how important it is becoming again, especially in today’s economy. Last week I attended the San Diego Business Journal’s annual conference on economic trends. One of the speakers stated in no uncertain terms that a key driver of the economic recovery will be the customer experience. The companies that “get it” will thrive while others will continue their downward spirals.
We know that customer service in government is critical too, but not always for the same reasons. Some of what we are here to do (protect the environment, public health, and safety) is enforcement or regulatory in nature, and are not always looking for repeat customers. Then again, some of us are – consider parks, recreation, libraries, and educational programs to name a few. We want people to come back!