This document discusses measuring customer experience and return on experience (ROX). It outlines an approach to first understand customers' current perceptions of a brand's experience through a customer experience tracking study. This would involve surveying customers and non-customers to benchmark perceptions over time. It then discusses establishing the value impact to understand the financial benefits of improving experience. The goal is to identify gaps, launch initiatives to address them, and optimize experience through ongoing management.
And studies asking brands themselves about where customer experience fits in priority consistently say they are “customer focused”. Related, 80% of these companies see themselves as delivering a “superior experience”. Pretty remarkable numbers.
And studies asking brands themselves about where customer experience fits in priority consistently say they are “customer focused”. Related, 80% of these companies see themselves as delivering a “superior experience”. Pretty remarkable numbers.
Digital experiences are continually evolving, shifting their perceptual benchmark