"It takes focus to transform public-sector agencies to serve a diverse set of customers better. A ready reference--based on lessons from government leaders--can help ..."
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consumer psychology
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Real-life consumer psychology – with a touch of technology
Curated by
Leona Ungerer
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Although this post provides suggestions for government leaders, a lot of its content is relevant to IOP1502. And of course, considering that so many citizens are customers of governmental institutions, it is good to know that the same principles of supportive customer service ideally apply.
See, for instance, the reference to a customer-centric approach, focusing on customer needs and walking in the footsteps of customers to get an idea of their experiences/perceptions. This especially relates to customer research (6.2.2) and notice how important customer-contact/frontline staff are - they interact most closely with customers and often understand customers' needs very well.
See also that a customer-centric approach involves all levels of an organisation. The post also refers to customer satisfaction and that it is important to know what customers expect. Customers' expectations play an important role in whether they will be satisfied with their interaction with a company. Tourist satisfaction is discussed in section 15.4.
Some elements of system design (9.2) may also be relevant to this post, for instance, the discussion around customer pain points and waiting time.