You're aiming for a raise in customer experience. How can you showcase your value and impact to the company?

Proving the value of CX work is one of four keys to success for CX leaders (earning trust, becoming the guide, and building a roadmap are the other three). Proving value extends beyond calculating the ROI of CX. It means you are consistently sharing your results against the CX roadmap that you've build in collaboration with cross functional leaders and telling success stories that align with corporate goals.

To showcase your value and impact on customer experience when aiming for a raise: Gather Metrics: Provide data on key performance indicators like customer satisfaction scores, NPS (Net Promoter Score), or resolution times. Share Success Stories: Highlight specific instances where your actions significantly improved customer satisfaction or solved major issues. Demonstrate Improvements: Show before-and-after comparisons or improvements in customer feedback due to your efforts. Quantify Results: Use concrete numbers to demonstrate how your contributions have positively impacted the company’s bottom line or customer retention rates. Highlight Innovations Collect Testimonials

To showcase your value and impact in customer experience (CX) when aiming for a raise, consider these strategies: Quantify Your Achievements Present Case Studies Gather Testimonials Link CX to Business Outcomes Show Continuous Improvement Visualize Your Data Highlight Collaboration Prepare a Comprehensive Report By clearly demonstrating how your work in CX has positively impacted the company, you’ll be in a strong position to justify your request for a raise.

Para começar, monitore cuidadosamente seus sucessos e como eles impactam a experiência do cliente. Documente as melhorias nas pontuações de satisfação, feedback positivo e aumentos na eficiência do serviço sob sua liderança. Ao apresentar uma comparação clara do "antes e depois", a gerência poderá ver a correlação direta entre seu trabalho e a felicidade dos clientes. Lembre-se, os dados são poderosos, então deixe que suas conquistas quantificáveis falem por si mesmas.

Utilize metrics such as Customer Satisfaction Scores (CSAT), Net Promoter Scores (NPS), and customer retention rates to quantify your contributions to improving the customer experience. Regularly present these findings to leadership to showcase the tangible benefits.

Sharing KPIs is key to the success of getting other departments to listen into CX insights. CX leaders need to spend time their on drawing the relations and sharing "pains and gains" both ways. Example - operations leadtime and transactional satisfaction should be reviewed together and owned by both CX and Operations teams.

Communicate your achievements in terms that resonate with your company's goals. Align your customer experience outcomes with financial performance, efficiency gains, or market growth to highlight the broader business impact.

Communicate your achievements in ways that resonate with your company's goals. Align customer experience outcomes with financial performance, efficiency gains, or market growth to showcase their broader business impact.

Too many companies are stuck on the innovation hamster wheel—furious activity, no results. Master the basics before you "innovate constantly." First, understand customer needs, goals, and values. Map the journeys. Identify the critical interactions. Then decide how to prioritize your limited resources (time, people, money) to pursue innovations that lead to profitable growth—not runaway complexity without ROI.

Demonstrate your dedication to improving customer experience by leading new initiatives and embracing the latest technologies or methods that enhance service delivery and customer engagement.

Show your commitment to enhancing customer experience by spearheading new initiatives and adopting the latest technologies or methodologies that can improve service delivery and customer engagement.

Work across departments to ensure a unified approach to customer experience. By forming effective partnerships, you can drive cohesive strategies that leverage diverse expertise and viewpoints, enhancing overall customer satisfaction.

Always involve people from various departments and look for their unique perspective and contribution. Play as a person who gather people around the table and involve them in solution definition and or implementation. Then communicate clearly on that and together celebrate the success.

Lead training sessions and workshops to raise awareness about the importance of customer experience and share best practices. Elevating the capability of your team to deliver excellent service reinforces the value of your role.

Educating and preaching, as a permanent way of emphasizing the importance of the customer. Also, demonstrating at all possible levels that a relationship with the customer is always profitable in the long term, even if it may not seem so at a specific moment. We must strive to consolidate customer needs and service attitude through methods or processes, and the only way to achieve this is through constant and continuous education

Act as the voice of the customer within your organization. By consistently pushing for decisions and policies that benefit the customer, you not only improve the customer experience but also demonstrate leadership and a deep understanding of customer needs.

But don't be the only voice, or your credibility will end. Don't be their advocate; it's about demonstrating their profitability at all levels in the long run. In many departments, there is a paradox of becoming the voice of the customer, and these usually end badly when their particular interests as a department clash with the reality of the customer. Therefore, seek to disseminate, educate, and demonstrate that solid relationships with customers are always profitable