Shep Hyken interviews Gabriele “G” Masili, Chief Customer Officer at Granicus, a company that helps governments engage the people they serve. He discusses enhancing governmental customer experiences through real-time feedback, personalization, citizen engagement, and human-centered design – something every type of business should be doing.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Quotes:
“When you look at what drives a good government experience, it’s trust. Create better trust between the government and constituents by promoting better engagement.”
“The more specific you can be about constituent and customer needs, the better the engagement you’ll achieve. Personalization is at the center of this, and it begins with asking them to share information to enhance their experience.”
“Get feedback during the experience, not just after it, and you’ll have an opportunity to use that feedback to create a better experience before the whole journey ends.”
“The most important thing we need as a community is to help provide information to improve our experiences. Never feel that nothing can change in government experiences. There are thousands of people truly listening with the intent to make it better for you.”
Gabriele “G” Masili is the Chief Customer Officer at Granicus. He is a keynote speaker and CX thought leader.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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