Solving The Customer-Experience Puzzle: A Guidebook For Leaders

The spectrum of customers served by any government agency presents a puzzle of personal profiles, each with needs that evolve during life journeys that span years, career changes, and shifting economic, social, and family circumstances. Across the public sector, leaders increasingly recognize the rationale for improving customer experience -enhanced ability to achieve agency missions, outperformance in meeting budget goals, and more engaged employees. Yet we find many governmentleaders stumbling as they address how to unearth poor customer experiences, improve them, and piece together a complete picture of their customers and the elements of a culture to sustain improvement over time.

Autorentext

Morteza Kohansal, PHD, EDBA, DBA, MBA: worked as Head of Iranian Elite Academy, Iran, did PHD in Sales Management from Robert Gordon University, United Kingdom and Master from New York University,USA. Author of many books and articles.consultant with many leading corporations. He was born in 18, January 1984.