How to move These constraints make it even more important to show what the dollars are doing. forward with This is not a new story – we would advocate for it in good times and bad – but it is confidence especially important right now. When money is tight, operators are tempted to cut all forms of spending, but this often does more harm than good. Cutting all forms of spending can affect service levels and the customer experience. It increases the likelihood that experiences fail to meet expectations which can often cause customer frustration and churn. Across industries, bad experiences put a business at risk of losing an average of 9.5% of its revenue. Instead, operators should divert all unproductive, low-return spending towards investments that will generate a high incremental rate of return. In other words, invest where it counts and be able to justify your investments to key stakeholders.