The Ottawa Way
The Ottawa Way Thrives Article Analysis
A customer-centred culture prioritizes client satisfaction. Many private entities and organizations have embraced this culture, yet public sectors are hesitant to instil it in their working personnel. However, Ottawa County is an exception. Ottawa County is one of the Michigan counties that have embraced a customer-centric culture to boost and improve its growth and sustainability. The article Ottawa Way Thrives demonstrates Ottawa Countys commitment to adopt a customer-centric culture and deliver exceptional services to workers, residents, and visitors to improve their enterprises (Vanderberg & Capodagli, 2015).
Based on the article, Ottawa County is located in Ohio States Southwestern region, where more than 272,000 residents enjoy close to 7,000 acres of county parks and Lake Michigans beaches. Furthermore, it is a good destination for tourists to spend their holiday vacations, with the Tulip Time Festival and the Grand Havens Coastal Gourd Festival held annually. Thus, Vandeberg & Capodagli (2015) use the article to report how Ottawa County has adopted the customer-centred technique to serving its clients. Furthermore, Ottawa Way Thrives highlights the numerous steps the county has taken to enhance the success of this approach.
Since Ottawa County adopted the consumer-centric approach, it has benefited greatly. For instance, the countys IT department has improved proactive communication with other departments. In addition, the county officials chose a to that of Disney Company. Disneys customer-centred strategy is known for being one of the most successful globally and has resulted in significant growth and success. Fader (2020) describes a customer-centric approach as putting customers at the center of every decision made for the company. In other words, the client is given priority with each process, action, and line of thought beginning with them.
Based on Ottawa Way Thrives, the customer-centered culture requires workers training on handling clients, which would greatly benefit the public office established to serve customers. Thus, according to Vandeberg and Capodagli (2015), more than one thousand Ottawa County employees have received Disney Way training. This implies that customers would be served the Disney Way by the county offices.
The decision to adopt a customer-centric approach is crucial for Ottawa County officials. Thus, they will have to create, implement, and monitor regulations and laws that will better the services provided to the public. Vandeberg and Capodagli (2015) state that by adopting a customer service vision and behavior codes, Ottawa County has succeeded in working with the staff to provide better client service. Furthermore, the county officials had to develop a code of conduct to guide the employees on the behaviors expected from them, thus enhancing customer experience.
A customer-centric approach often focuses on feedback, which is attained through the provision of storyboards (Vandeberg & Capodagli, 2015). In the public sector, residents opinions are highly crucial. Thus, the boards assist the government in identifying sectors where they are performing below the threshold without conducting surveys. In addition, the storyboard approach is an effective means for the management to obtain anonymous feedback while also engaging the entire team. Lastly, the Disney Way approachs hot seat challenge has helped leaders develop leadership skills to operate even when there is no emergency.
In conclusion, the by Ottawa County emphasizes customer satisfaction to generate profit and enhance growth. Through this approach, Ottawa County has grown tremendously, and the county employees have developed effective leadership skills for customer service. Furthermore, the county has adapted better techniques of gathering feedback through this approach, saving it from the expense of performing surveys. Moreover, Ottawa County could enhance its services and practice by emphasizing a customer-centered approach.
Fader, P. (2020).Customer centricity: Focus on the right customers for strategic advantage. University of Pennsylvania Press.
Vanderberg, A., & Capodagli, B. (2015). The Ottawa way thrives. Public Management,97(6), 14-18.
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