What To Do When the CEO Says “No” to Your CX Business Case
Success with today’s customers requires a great customer experience. And creating a great customer experience requires funding—which requires a strong business case.
That should be simple enough, right? You spend some time masterfully outlining how industry-leading customer satisfaction would be achieved by drawing on the latest research and best practices—and then the funding rolls in, right?
If only it were that simple. I learned early in my career that customer experience plans have competition for funding. In my latest blog for Customer Think, I explore some basics that I learned long ago and still use today.
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