PwC’s 10th annual Global Consumer Insights Survey (GCIS) — which gathers the sentiments of more than 21,000 online consumers in 27 territories — shows that in addition to the traditional return on investment (ROI) metrics used to determine a company’s success, we need to introduce another metric, one with a laser focus on customer experience: return on experience. This is as true for healthcare or pharmaceutical companies as it is for other industries. Delivering a superior experience will be what makes you a winner.
Measuring return on experience, or ROX, will help healthcare and pharma companies understand the return they’re getting on investments made into the parts of the organisation directly related to how customers interact with their brand. As this video illustrates, there are prerequisites that go into making a great customer experience.