Orange County NC Website
Browse       Search
57 <br /> PRIORITY: 2 <br /> 7. Monitoring <br /> ISSUES <br /> • Monitoring is essential to ensure that the City's Communication <br /> Strategy is meeting the needs of the community. <br /> • Evaluating and modifying the City's existing communication tools <br /> and strategies keeps them in sync with and responsive to the needs <br /> and expectation of the community. <br /> GOAL: Maintain a communication strategy with Clayton citizens that <br /> adapts to their needs and expectations using the feedback from <br /> the annual citizen survey. <br /> STRATEGIES <br /> 1. Continue to include questions in the annual citizen survey <br /> requesting citizens' opinions and input about communicating and <br /> interacting with the City. <br /> 2. Announce 2009 survey results capitalizing on the incredibly positive <br /> results. Where improvements are needed, explain specific <br /> measures the City will take to better its performance. <br /> RESPONSIBILITY <br /> • Communications Coordinator, Communications Team <br /> PRIORITY: 3 <br /> S. Customer Relationship Management (CRM) <br /> ISSUES <br /> • Good customer service strengthens the City reputation, public <br /> perception and relationship with Clayton citizens. <br /> GOAL: Provide consistent and professional interaction with customers <br /> and the media. <br /> STRATEGIES <br /> 1. Ensure that accurate information is provided to the community and <br /> the media. <br /> 2. Establish a coordinated interdepartmental communication <br /> effort/Customer Relationship Manager (CRM) program. <br /> 3. Develop Customer Care standards and training program to improve <br /> the quality of customer interaction and create a seamless <br /> communication experience for the customer by providing <br /> material/programs that facilitates thorough and quick response. <br /> 18 <br />