276: How to Defend Customer Experience Investment to a Skeptical Board
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276: How to Defend Customer Experience Investment to a Skeptical Board
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Your board asks, "What's the return on customer experience?"
Do you have an answer beyond happier customers?
In Episode 276, Denise Thompson puts John DiJulius in the boardroom to explain how leaders can defend customer experience investment with a stronger financial case.
They discuss earned sales growth, customer retention, referrals, service recovery costs, and the difference between measuring customer sentiment and customer behavior.
John also explains how a Return on eXperience—or ROX—dashboard helps leaders identify the metrics that matter for their business.
In this episode:
• Connect customer experience improvements to potential revenue.
• Understand earned sales growth from repeat business and referrals.
• Examine the hidden costs of poor service.
• Evaluate automation beyond immediate cost savings.
• Identify when a CX investment does not deserve approval.
• Prepare a stronger case for your next budget meeting.
Download the ROX Dashboard Template:
https://thedijuliusgroup.com/rox-dashboard/
Schedule a conversation with The DiJulius Group:
https://tdg.click/call
Find The Customer Service Revolution Podcast wherever you listen:
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/