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U.S. Department of Housing and Urban Development 451 7th Street, S.W., Washington, DC 20410 T: 202-708-1112 TTY: 202-708-1455 Find a HUD office near you Just as the customer experience comprises all the physical and digital touchpoints between customers and a company, EX is the sum total of all touchpoints between a business and its workforce. <>/ExtGState<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/MediaBox[ 0 0 612 792] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>> 4. CUSTOMER EPERIENCE HANDBOOK 3 01 Introduction 4 02 Invest in Customer Success 5 03 Give Your Agents the Tools They Need 8 04 Build the Right Talent and Sales Incentive Structure 10 05 Reduce Churn with These Strategies 13 06 Manage Performance with a Four-Step Process 16 07 Prepare for the Future Now 19 08 Next Steps 21 Sources 21 Contents They can measure a set of standards related to their experience and service delivery. Customer Service 2. White Paper. 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