Customer Advocacy in Government

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It’s difficult for most bureaucratic structures in government to think of serving constituents as customers, much less giving customer advocacy serious consideration. Customer advocacy is the effort to build support and momentum for the products and services you provide them. This should be important to government. If for only selfish reasons, it should be critical … Read more

From the Model T to Drones: Anticipating Customer Needs

Most all of us are familiar with the quote by Henry Ford: “If I asked people what they wanted, they would have said a faster horse.” The truism here is that sometimes customers don’t know what they really want, because they haven’t envisioned newer possibilities. They’ve locked themselves into old paradigms, and they simply can’t think … Read more