Optimising consumer experiences (CX) and employee experiences (EX) can help brands improve Return on experience (ROX).
ROX is a metric that allows companies to assess the impact of their customer and staff experiences. While EX works to keep employees content and productive, and CX enhances consumers overall brand experience, ROX allows brands to assess the impact of both the customer and employee experience.
ROX can be used by both B2B and B2C companies. Through data analytics tools, businesses can track their ROX investments, measure valuable ROX insights and metrics, and bridge the gap between CX and EX.
Because effective CX is derived from expectational consumer support, and to do so, employees also need to have a good experience. To track ROX’s monetary value, brands could measure a broader range of costs like technology costs and more.
[4 minute read]