An essential step in building momentum and being an effective customer experience leader is making the case for ongoing funding and specific investments. I encourage you to build a cost-benefit toolkit, a repertoire of methods you can draw from to provide an accurate picture of the trade-offs. There are two categories that should be brought into consideration: the returns and costs.

What returns and what costs are best to consider? How can you best rally support for customer experience investments? I discuss answers to these questions in this video, “Rally Customer Experience Leadership” from my LinkedIn Learning course “Customer Experience Leadership.”

Rally support for investments from Customer Experience Leadership by Brad Cleveland