The learning government?

Over on GovLoop on 20 December 2010 is an excellent post on how Air Canada has started learning from its customers.  The story is summarised in a few bullet points:

  • Engage with stakeholders where the stakeholders hang out
  • Listen to what their stakeholders have to say
  • Used that feedback to improve the service
  • Communicate with them in a direct and frank manner

Thanks for posting that case study folks! Exactly my Citizen Engagement Exchange Nov 2010 model!

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This entry was posted on Thursday, December 23rd, 2010 at 10:26 am and is filed under customer satisfaction, engagement. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

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