Ratepayers are the cornerstone of a Local Government’s existence; without them, the Council’s purpose would be questioned. They are the centre of the Local Government universe, yet we often overlook the critical focus on customer experience.
Typically, customer relationships are confined to offering services, handling requests, complaints, and feedback. While these are necessary, we often get caught up in daily processes, losing sight of our customers, their needs, challenges, and overall experience with us.
But what if we shifted our perspective?
- What if we analysed why customers need to make requests in the first place? Could we preemptively address their needs?
- What if we explored new, innovative ways to connect with customers through an omnichannel experience?
- What if customer relationships were truly centred around the customer, with every interaction recorded and analysed to build a seamless connection?
- What if we better understood our customers’ needs and used that insight to create strategic plans that proactively address them?
- What if we found engaging ways to educate customers about our City’s facilities, empowering them to make the most of available services?
- What if we improved our surveying methods to uncover what truly matters to our customers and how they perceive our services?
Ultimately, it’s about building a stronger connection.
The good news? Technology equips us with the tools to significantly enhance customer experience, engagement, and relationships.
The not-so-good news? We often remain anchored to outdated ways of doing business. It’s time to break free and reimagine how Local Governments interact with their most valuable asset—their customers.
