Recommended Reading on Customer Experience
Canada has been a pioneer when it comes to transforming its government agencies to be more responsive to citizens. This manual is a how-to guide with a framework to bring to your organization and a step-by-step approach to changing how they do business with the public. The Institute for Citizen Centred Service (ICCS) is the publisher. It was originally published by the Government of Canada in 2001.
Note: This document is also posted on the document sharing site Scribd.