The Customer Excellence Enterprise is designed as an actionable playbook and includes over thirty-five “plays” called “bold moves,” which are collections of guidance, principles, frameworks, and examples that organizations can tailor to their specific context. As pragmatic sources of inspiration and “thought starters,” these bold moves serve as catalysts for the creative and courageous actions to deliver excellence across the customer life cycle. With the goal of infusing the spirit of helpfulness into the business world and catalyzing new cohorts of customer experience outliers, we believe this is not only a book to read but also one to apply. 

Use these four separate diagnostic template sheets with your team to set priorities and build alignment by discussing and rating each bold move as it applies to your organization. Reference the page number under every "Bold Move" to find more context, direction, and case studies within the book, to then review, discuss, and assess together as a group.