I was asked to write a short article on how councils benefit from thinking about #relationships rather than #customerjourneys in isolation. If anyone is interested in hearing more about we are approaching this then please reach out for a chat.
Ali Shabbir
8mo
“Stable relationships are built on trust, communication, empathy and consistency” Thoroughly enjoyed reading your article and absolutely resonate with your thoughts. Customers become loyal through multiple experiences they have with a business over time. It's these interactions, one after another, that build trust and connection. Specially when serving citizens, we know that relationships grow gradually, through multiple experiences. Each experience plays a role in building trust and loyalty. Understanding this collective journey is crucial for fostering lasting connections. Great insight, thanks for sharing!
Ali Kamaley
8mo
'Trust, communication, empathy and consistency' Couldn't have said it better myself. Some real great insights Phil, thanks for sharing! Hope to see you at DigiGov next month?
Dedicated to elevating customer experience in contact centre operations. Committed to continuous improvement (σ) for Efficiency, Cost-Effectiveness and Employee Satisfaction.
8moThe example you provided offers a compelling narrative, especially when considering change. It's important to understand that a small adjustment can affect just one part of a bigger process and benefit customers in some way. But it takes a leader with vision to see how this change fits into the organization's larger goals and influences the overall customer experience, shaping how customers perceive the company in the end. I'm keen to see how this approach is put in action, guided by leaders with visionary insight like yourself.