We don’t sell products and services, we sell experiences

Poor public service is a growing worldwide problem, and we have no doubt shared many stories, frustrations, and complaints in this regard. The problem heightens a lack of trust between governments and the public. What is less discussed are solutions with which to turn this around. Municipal (Im)Possible aims to do just that. It provides a practical road map of how to transform from poor to exceptional customer experience, applying trade secrets adopted from the travel and hospitality industry. Understanding the psychology of a customer is the number one secret that should be learnt by everyone working within any organization, and local government in particular. The need also exists for local municipalities and cities to invest in innovative technology that enhances the speed of delivery, thereby building resilience in customer satisfaction and customer loyalty.