Tagged: customer

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  January 9 2013

  Customer service cultures

  by admin

  Decreasing costs, Increasing revenue, Positioning for the future, Quality, Two-way communication

  Last year I had a couple of experiences highlighting why social researchers suggest people are becoming disengaged and cynical about government, and also why people often say rude things about public servants. To me they are very powerful examples of organisational culture. The Tax Office I recently received an email purporting to be from the […]

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  July 16 2010

  Marketing orientation in government

  by admin

  Uncategorised

  There’s a lot of debate in the public sector about whether it’s ‘appropriate’ to adopt management techniques from the private sector. For five and a half years I encouraged various government agencies to adopt what I thought of as a ‘marketing orientation’. What I meant by that was: try to behave as though you care […]