Forget ROI, don’t overstate the power of ROI in the Age of the consumer making the rules. Now is the time to measure what really matters. Consumers are those who have power over brands and not the other way around.

Our world is changing; It is not technology leading the change, it is people. It is not the businesses that run the show, they are its consumers.

But… What is ROX?

The Return on Experience (ROX) is the metric with which sellers measure the shopping experience of their consumers and that help to map the consumer’s purchase journey, which implies isolating the points of contact and the factors that cause the experience , to only then be in a position to invest in the parties that have direct influence on those interactions and generate measurable results.

In its annual study on global consumption, PWC recommends six concrete actions to start improving your Return on Experience. Are here:

Merger between CX (Consumer Experience) and EX (Employee Experience): An organization that tries to improve Return on Experience without considering EX fails in a crucial part of the equation. By mapping the connections between culture, few critical behaviors, and business outcomes, the Return on Experience framework helps identify where EX impacts CX.
Build communities with a purpose: The merger between CX and EX is much simpler when both consumers and employees are highly motivated to be associated with a brand / organization.
Provide “magic moments” along the customer journey: In an era of ever-expanding digital options, consumer loyalty can disappear in seconds. Strive to provide ‘magic moments’ that translate into long-term loyalty and create bonds that last beyond the next search.
Understand customers taking their behavior into account: This is a perception that allows for a much higher level of personalization than that obtained with the traditional approach.
Treat customer data with respect: Consumers demand that the companies with which they interact protect their personal data and are willing to jump ship if this does not happen.
Winning the trip: Conquering clients, is about understanding what they want to experience and, after that, doing everything for them to achieve specific goals. To win the race, you have to first understand the buying cycle in detail and determine the right opportunity to win over consumers.
If you want more information, do not hesitate to consult our infographic in the link below