Customer Delight – The Government’s At It Again!


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The Government’s customer experience just seems to be getting better and better! I wrote last week about a great experience with the DVLA and the focus of this was on the simplicity of the technology and the online customer experience. Well here’s a story that demonstrates they’ve got a ‘human side’ too!

When George Poole, Managing Director of kid’s railways Bigjigs Rail read about the rejection of First Group’s application to run the West Coast Rail Line tender, he thought he’d put in a ‘tongue in cheek application’ of his own. After the ‘technical hiccup’, he wrote to the Transport Minister Patrick McLoughlin to see if his tender application was any better!

He got a nice reply from his private Secretary Mark Reach! As well, as demonstrating a nice sense of humour, I think it shows a lovely ‘personal touch’ which is a key ingredient of ‘customer delight’!

Whatever next? David Cameron ‘hand delivering’ child allowance?

Republished with author's permission from original post.

Andy Hanselman
Hi there! I help businesses and their people create competitive advantage by 'Thinking in 3D'! That means being 'Dramatically and Demonstrably Different'! I research, speak about, write about and work with businesses to help them maximise their sales and marketing, their customer service and their customer relationships.


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