How is government using social media to enhance CX?
Following our downloadable resource featuring trends and industry best practices on the ways government using social media to improve citizen experience, our Managing Director was interviewed for the US-based Experience This! podcast.
The show is hosted by internationally-renowned social media and customer service experts Dan Gingiss and Joey Coleman and regularly discusses the ways different industries approach and improve customer experience.
In this episode, Roger talks to Dan and Joey about the role of social media in the public sector – moving beyond social media as a broadcast channel to a critical piece of citizen engagement infrastructure – and the hosts discuss learnings from our four industry best practice case studies.
Listen to Roger’s interview on the Experience This! podcast.
You can listen to the full episode here (or skip straight to Roger’s interview at around 18’30”).
Please contact us by email or phone if you need your team to adopt these social media best practices.
Experts’ views on Propel’s How to Enhance Citizen Experience with Social Media report.
An extract from the full interview originally posted on the Experience This! Show website.
Dan Gingiss: “We’ve covered a lot of industries here on the Experience This! Show, but why don’t we haven’t spent a lot of time on is the good old government. Now, we did have a love it, can’t stand it on government agencies in episode 42, and we discussed the U.S. government shutdown in episode 59, but today we’re going to take a deeper dive into customer experience in government agencies, through a new report out from an Australian social media consultancy called Propel. The report is called, How to Enhance Citizen Experience with Social Media. Now, in full disclosure, I found out about this report because I’m actually quoted in it on the first page, where I say, “But for social media, we wouldn’t be talking about customer experience.”
Joey Coleman: “Hang on a second, I can’t let that one go. That’s a bold statement. Care to expand on that a little more, Dan?”
Dan Gingiss: “Absolutely. I was, as you know, a marketer for more than 20 years and when I first got into social media, it was on the marketing side and I immediately realized that this was the first marketing channel where people could actually talk back to you. That changed everything. Social media gave customers a voice, a public voice, for the first time, and they use that voice to demand a better customer experience. I believe that, but for them being given the voice in social media, we probably wouldn’t be talking about customer experience as much as we are today, because customers never had a way to express themselves in the past, at least not en masse.”
