A best practice in leading change is to actively involve customers while seeking their feedback and then using their suggestions to create and implement the change. We will discuss how to effectively gather and implement customer feedback throughout a project using tangible strategies and practical examples used by The Washington Resilience Group.
The Washington Resilience Group (WRG) is focused on customer service delivery and the customer experience. During the pandemic, state systems were stretched to their limit and, in some cases, did not meet customer needs and expectations. The WRG has worked collaboratively with state government staff, community partners and customers of state services to develop recommendations to improve service delivery and the customer experience.
We will discuss the following in this session:
• Benefits of gathering and using customer feedback to develop and implement changes
• Practical examples of gathering and implementing customer feedback throughout a change
• Equitable best practices and lessons learned in centering the voice of customers as feedback is gathered
Lenora Sneva / Max Brown / Aunna Moss
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