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!