Towards an industry ROX methodology across the property sector
What makes a great customer experience? How can it be usefully measured? How can the property industry evidence ROI in experience?
These are the questions increasingly being asked from people in the property industry who know that customer experience strategy and spending will continue to be a vital part of their business model, but have no systematic way to show it. Currently an independent methodology for providing, assessing and valuing CX across different assets does not exist. Experience Makers has created a ROX strategy framework as starting point that we are adapting and testing through a research consortium of dedicated members.
The ability to demonstrate the social and economical Return on Experience, starts with a robust CX strategy which incorporates clear targets and metrics. Tracking these has a big impact on many areas of your business:
Operational Improvements - Increase efficiency and track performance
Demonstrate Value - Report back to customers and investors
CX buy in - Make the intangible, tangible, to gain increase in support and resource
Futureproof - Anticipate and test future trends; who are your future customers and what will they want
Deliver on purpose - perhaps most importantly, 'ROX' encourages businesses to think about how they emotionally connect with their customers.
WHY EXPERIENCE MAKERS?
Collaborating together, sharing data, and identifying crossovers, is the only way to build the bigger picture. Experience Makers are breaking new ground by nurturing a membership organisation across multiple sectors and widening professions in property. We know that there are people out there, who recognise, are passionate about and can share insight around the value of customer experience.
Given the breadth and complexity of the subject, we call on all Experience Makers’ members and contributors to input and shape the brief. We are launching a programme of research activities, delivered in stages to work towards an industry methodology for ROX across the property sector.
To receive a ROX strategy scorecard or for more information Please contact firstname.lastname@example.org