It's finally here. That time of year when seemingly half of the federal workforce flees DC for a well-deserved vacation. It's a magical time for those of us who stay behind: Less traffic shortens our commutes, the Starbuck's and food truck lines are shorter, and fewer people at meetings means more decisions get made.
But the feds heading out for vacation are happy, too. They hope to return refreshed and re-energized. This year, I hope they will also come back inspired with new ideas for improving the federal customer experience (CX). To help them find that inspiration, I've put together this list of travel tips:
1) Fly JetBlue. JetBlue was the highest-rated airline in Forrester's CX Index. It's a solid omnichannel experience across digital touchpoints on multiple devices and the airline's employees are friendly, helpful, and empowered to fix customer problems as they occur. The company creates a chummy atmosphere, rather than the us-vs-you environment that some airlines exude. As you enjoy the great experience, remember that it has been created despite structural hurdles that include a large and partially unionized workforce, a highly-regulated market, and razor-thin profit margins. If an airline can overcome these barriers, why can't your federal agency?