The 10 Pillars of Customer Experience – Slides

Workbook

Chapter 4 “Boosting the Value of Customer Service” from Leading the Customer Experience

Traits of Engaged Employees Worksheet

Customer Expectations Worksheet

Example Customer Journey Maps

ROI Calculations Toolkit

Customer Queue Calculator

Note: You will need to Enable Macros when you open the calculator in Excel. You will find information on how to use the calculator and a contact for support in the Instructions tab.