The Return on Experience (ROX) with Sujay Saha

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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:

1. What is return on experience (ROX) and how can businesses measure it? 
2. How can businesses match customer expectations to pricing? 
3. How does blending creativity and data improve customer service strategies? 
4. What steps can companies take to minimize friction in the customer journey? 
5. How does building customer communities foster brand loyalty? 

Top Takeaways:

• The higher the price, the higher the expectation. However, this does not automatically mean more products or more features. To create amazing experiences that provide value, brands need to understand what truly matters to their customers.  

• Every customer looks for a specific kind of value, whether it is convenience, quality, community, or something else. Understand the value that your customers are looking for and design your experiences to meet (or even exceed) these expectations. 

• Memorable experiences are not always expensive. They are often simple, timely, or personal. Offering a free car cleaning service at an auto repair shop or designing a seamless airline boarding system can add extra value to customer interactions. 

• Customers love connecting with others who share their experience. By cultivating communities, brands can provide memorable, shareable experiences that create loyalty and a sense of belongingness. 

• Customers don’t just compare you to similar businesses. They compare you to the best experiences they have ever had, regardless of industry, product, or price point. The real competition is every amazing experience. 

• The return on experience (ROX) should be both actionable and accountable. Leaders must examine the root drivers behind customer experiences and use them as a guide on where to direct their investments. Then measure these investments to see whether they translate into the desired outcomes, such as increased loyalty or brand advocacy. 

• Plus, Shep and Sujay share real-world examples of organizations that are reaping the returns of delivering exceptional customer experience. Tune in! 

Quotes:

“Don’t just consider the cost of experiences, but also think about how much loyalty you can create (with that investment), which can turn into future sales.” 

“Return on investment is not just a scorecard. It is about building a discipline of understanding about what drives the customer experience and then connecting it back to the returns organizations can actually get.”

About:

Sujay Saha is the Founder and CEO of Cortico-X, known for advancing experience-led strategies and pioneering ROX (Return on Experience) for Fortune 500 companies.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.