The Customer Experience Toolkit for Place Leaders

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Change Associates is proud to have worked with Adept and Amey to produce the Customer Experience Toolkit for Place Leaders as part of the Excellence in Place Leadership Programme.

This toolkit includes practical exercises, templates, case studies and ideas to take you step-by-step through these five building blocks of customer excellence in local government:

  • Collaboration and integrated services
  • Branding and shared values
  • Data-driven transformation
  • Employee empowerment
  • Culture change

The toolkit has a pragmatic approach recognising different organisations are starting at different points in the process, whether they need to fix the basics, deliver more consistently, or are ready to achieve customer excellence.  

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