Governments Must Embrace Four Customer-Centric Imperatives Or Risk Jeopardizing Their Stability And Economic Prosperity
Seven of the 10 worst organizations in Forrester’s US Customer Experience Index are US federal agencies, and only one-third of Americans say that their experience with the US government meets expectations. Local governments aren’t faring better. New research from Forrester says that governments need to operate similarly to businesses and must embrace four customer-centric imperatives — mobile, digital government, customer experience, and big data.
Forrester Senior Analyst Rick Parrish writes that people’s expectations of government will continue to rise as companies in every industry become more customer-obsessed — and that governments that fall further behind “jeopardize their stability and economic prosperity as people, companies, and other investors vote with their feet and find better places to live and work.”