Breaking News: President Biden Signs Executive Order on CX

U.S. Federal Government to Make Customer Experience and Customer Service a Priority

62% of Americans don’t think the government delivers great customer service. That’s according to customer service and customer experience expert Shep Hyken. In his 2021 Customer Service and CX research, he asked more than 1,000 American consumers the following questions. “Do you think the government delivers great customer service?” But there could be light at the end of the tunnel.

According to The White House briefing, President Biden is “taking decisive action to promote fiscal stewardship by improving the Government’s service delivery to its customers, the American people.” Just as the best companies and brands, known for excellent customer service, put their customers at the center of everything they do, the Executive order “directs Federal agencies to put people at the center of everything the government does.” Those people are the citizens of the United States. Specifically, the Executive Order includes 36 “commitments” to improve customer experience across 17 Federal agencies. The Order also is pushing for better service for some of what matters most to people. This includes turning 65 (retiring), small business loans, and having a child. Some of the agencies and areas that the Order plans to impact include Social Security, Passport services, the Internal Revenue Service, the Small Business Administration for loans, the Department of Veterans Affairs for benefits and health, federal student aid and more.

Hyken said, “I’m intrigued and even excited about the Government, and especially President Biden, taking a big step in improving the customer experience for the people. I believe with President Biden making this an Executive Order, this will be more than lip service. And, I’m happy to support the Government and share ideas and strategies to help them move forward with this important initiative.”

For more information about The White House Briefing, click here to access the Fact Sheet. To contact Shep Hyken for additional commentary, go to www.Hyken.com.