Measuring ‘return on experience’ – The RealService/GRESB seminar
WRITTEN BY By RealService
POSTED ON September 26, 2019
There is no argument that providing a better customer experience leads to better returns.
Research done by PwC in 2017 (Ingredients for Great Experiences) found companies that make experience a priority can charge a premium of up to 16 percent for their products and services.
And, Dr Danielle Sanderson’s PhD thesis, based on thousands of interviews conducted by RealService, revealed a total return increase of 1.9% “loyalty bonus” for property companies who could improve their customer satisfaction ratings by one level on a five-point scale.
However, the next big question for those in the property industry who are spending money on customer experience is in which areas is it best to invest, which areas will net the best returns on that investment – and how do we measure those returns, the ROX, the return on experience.
We will have speakers representing the owner/investors, the developers and the operators – and a panel of customers who will kickstart the deliberations around how to create a reliable metric which tracks the results of your investments in customer and employee experiences — and how to implement it.
We will also be presenting the developing research which is being undertaken by networking community Experience Makers, of which RealService is a founder partner.
You can find out more about the programme – and sign up for the free event HERE
RealService is a GRESB partner and this is our fourth annual Customer Experience seminar.