But at no point does the customer have any ownership stake in the business. Or maybe it puts her in a focus group, so it can learn how to better cater to her desires. If she’s lucky, maybe the business offers her some opportunity to customize the product. The customer has one major decision to make: she can purchase the business’s product, or she can spend her money elsewhere. Some have argued the relationship between a business and its customer is “anti-democratic” at its core: estimated lifetime value of a customer.Ī public institution has a monopoly on the services it provides to citizens, so this calculus is more confusing.If a business intends to be profitable it needs to understand the: The difference between public and private entities On the other hand, those who played the Community Game tended to cooperate with their counterparts. The Wall Street players were consistently more likely to betray the other players and attempt to win the highest rewards through selfish means. In 2004, researchers at Stanford University observed people playing the Prisoner’s Dilemma they created two versions of the game, totally identical except in name: half the participants played the ‘Wall Street Game’, and the other half the ‘Community Game’. In the same vein, there are examples of eliciting contrary behaviours from people depending on whether the framing is commercial or civic: The tone of sarcasm sounds different in different languages.Societies in which gendered languages are spoken tend to be male-dominated.The language we speak can affect how well we save money.The language we use can affect the response we give.Thinking about a problem in a foreign language can help with judging risk.Recently, we have come to understand how powerful language and “framing” can be in how we think about things: Using the word “customer” might have unforeseen negative consequences Citizens can expect to hold public institutions accountable if they fail to protect their privacy, security, represent their interests, or deliver on their obligations.Citizens can submit official information requests and expect transparency from public institutions.Citizens can participate in decision making and consultation processes.Citizens are shareholders of their city and country (public institutions work for them).Sometimes we forget that citizens have superpowers that customers don’t. The argument against using the word “customer” The differences between customers and citizensĪn inhabitant of a city or town, especially one entitled to its privileges or franchises. And they know that generally the Public Sector is not as good at doing this as other sectors.īut, for companies, this focus on “the customer” does not include all people - their priority is certain people at certain moments with certain purchasing behaviours. When Public Sector executives talk about “the customer”, they want to deliver information, services and experiences that meet or exceed expectations. Until they realised they were in the business of flying people.”Īnd it was at this point Air New Zealand became the company it is today, winning a steady stream of awards. “Air New Zealand used to think they were in the business of flying planes… How they deliver is as important as what they deliver. These days most companies know, no matter what they offer, they are in the customer-experience business. It is rare to hear about “citizen service” “citizen satisfaction” or “the citizen experience”. Designers and researchers map customer journeys, define customer segments, create customer personas and improve the customer experience. Organisations conduct customer surveys collecting customer feedback and track customer satisfaction, inputting this into their Customer Relationship Management systems. The word customer has many connotations a whole language, mindset and even industry accompany the word. a person who purchases goods or services from another #mustwriteblogpost- aimee whitcroft OctoThe tweet that started me thinking 2 years ago Why is the word “customer” so popular?ġ. Can we please stop using the word "customers" in Govt? Citizens AREN'T CUSTOMERS.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |