return on investment - Brad Cleveland

Rallying Support for Customer Experience Investments

Jun 5, 2024 | Customer Experience, Customer Service, Leadership, LinkedIn Learning

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...

The ROI of Customer Service: Overcoming Objections

Nov 3, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Understanding the value of customer service and how to quantify that value has never been so important. And that’s true for any organization and for anyone leading customer service teams or projects. Your finance department may have an ROI calculator to help you...

Customer Experience ROI: Risks of Inaction

Mar 3, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, The Edge of Service

One of the most important things you can do as a customer experience leader is to illustrate the returns on improvements—or the costs and risks of doing nothing. My recommendation is to build a “toolkit” (repertoire) of methods you draw from. There are two categories...