Customer Experience Model

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Follow this five-step model to "wow" your customers, cultivate a positive image for your agency, and create an exceptional customer experience:

• Engage Leadership
  Provide clear vision, enthusiasm, and governance
• Create a Customer-Centric Culture
  Focus on service and organizational values
• Understand Your Customer
  Listen and respond to customer needs
• Deliver an Exceptional Experience
  Offer solutions that win customer loyalty
• Exceed Expectations
  Measure success and continuously improve

Put customers at the center of all you do, and you'll turn satisfied customers into advocates who:

• Actively promote the services provided by your organization
• Share positive stories about your agency with others
• Create more trust in government

Supporting Guidance

• Presidential Executive Order on Streamlining Service Delivery and Improving Customer Service

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Content Lead: Alycia Piazza
Page Reviewed/Updated: October 16, 2012