Customer Experience Maturity Diagnostic: Assess, Align, Advance

What you get with your purchase or enrollment • 6 existing lessons and learning activities across 2 sections. • A practical three-phase checklist in every lesson: Audit and Diagnostic; Vision Design; Action and Evolution. • A two-page checklist and rubric companion guide for this program, with offering-specific evidence examples and book chapter connections. • An evidence and action log to record owners, targets, review dates and next decisions. • Five rubric criteria with 0–3 performance descriptors, a not-yet-examined option and team reflection prompts. The forthcoming book is sold separately when released. Participation and content access follow this program's displayed enrollment terms. Turn customer and stakeholder feedback into a focused improvement plan your team can test and measure. Who it is for: School, district and organizational teams improving student, family, staff or customer experience. Audit and Diagnostic ☐ Map one priority journey from first contact through resolution; document delays, handoffs and unmet needs. ☐ Compare stakeholder feedback with service records and an evidence-supported maturity baseline. ☐ Test the likely root cause with the staff and people who experience the process. Vision Design ☐ Co-design the desired experience with customers or families and frontline staff. ☐ Set a service promise and one measurable outcome with a baseline and target date. ☐ Select a feasible improvement and identify the resources and decision owner. Action and Evolution ☐ Pilot the redesigned journey; assign an owner, milestone and feedback method. ☐ Compare implementation evidence and customer outcomes at 30, 60 and 90 days. ☐ Use findings to continue, adapt or stop the change; document the next review. Evidence of completion: A journey map, priority diagnosis and one-page improvement plan. For each action, record evidence, owner, due date, target, review date and next decision. Book connection: Leading Schools That Work by Dr. Harold L. Wright, chapters 38–39, 45, 47–49 and Appendix A. Use the chapter reflection questions to connect the ideas to your own evidence. The forthcoming book is a companion reading resource and is sold separately when released. AI support is optional. Use approved or de-identified evidence; people validate findings and make decisions. Each lesson contains a WCFIX Practice Checklist and implementation reflection. Printable checklist and rubric companion guides and evidence log: https://f808fea3-8d3b-48c8-bd4c-e8adae86f1ee.usrfiles.com/ugd/25f27d_d7b00a1afeef4760aed367589e23cb50.pdf Team assessment: Team quality rubric: Score Audit and Diagnostic, Vision Design, Action Practice, Evolution and Impact, and Collaboration and Human Judgment separately using the companion guide's criterion-specific 0–3 descriptors. Use NE for not yet examined. Record evidence for each score and agree on one next improvement with an owner and review date. This is an author-developed reflection aid, not an official rating.