Customer Experience Excellence – Slide Deck

Customer Experience Excellence – Workbook

Mennel Customer Access Strategy Framework

Seven Key Aspects of Service and Supporting Metrics

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.

Example Customer Journey Maps

10 Customer Expectations Reference Card

Powerful Lessons in Innovation

Change Management Success Principles