News Views

Citizen Success.

What the Government could learn from a Customer Success Manager.

This week I have been researching the role of the Customer Success Manager in-between scrolling Twitter and observing the dramatic and farcical collapse of our government and I have concluded that we should get rid of the role of Prime Minister and appoint a Citizen Success Manager instead.

This in particular from McKinsey hit hard “Handled poorly, a company’s new emphasis on growth can undermine a customer’s trust in [Customer Service Managers] and create a sense that they are simply interested in increasing profits.”

The focus on pure growth and customer retention is now seen as outmoded and the world of business has moved on from this to embrace the Experience Economy recognising that companies need a broader perspective, and they need to look at the sum of all the experiences customers have with their product or service in order to remain competitive.

Unfortunately for us, our government has not moved on to embrace this model, but if they did a Citizen Success Manager would look at how citizens engage with the government at many different touchpoints across healthcare, work, travel, and education and they would aim for each experience to be positive.

They would measure citizen success by the outcomes for the citizens, not for themselves, and they would look beyond retention and the blunt tool of economic growth. They would actively engage with citizens, get to know how they were living their lives, and measure if they were achieving and progressing in the way they had hoped. By doing this they would ensure that they would stay in their job.

So, all hail the Citizen Success Manager, it’s not a job I will be applying for though, I think we all need a break from Lizzies.