New Business KPI:The Return on Experience (ROX)
Return on Experience (ROX) is increasingly becoming thebenchmark for business success. After all, only satisﬁed
customers are lucrative. And only valuable customers attract
more valuable ones. What characterizes customer satisfaction?
And how can it be consistently increased?

Customer view

Company view

What bothers customers
when shopping online?

32% Mandatory
customer account
30% Inconvenient return
28% Inaccurate delivery time
25% Non-transparent
shipping costs
22%

Incomplete /non-transparent
product informationSource: Study "What online customers want"by Arithnea and adesso 2020

What are theconsequences of shopping
cart abandonment
for companies?

Consequences ofnegative shopping
experiences:22%

of customers reduce contact
with the company

70%

19%

break off contact altogether$18B every year to shopping cart abandonmentof purchasing processes are aborted

in sales are lost by ecommerce brands

Source: "Experience Matters" report by Temkin Group 2018

Source: Shopping cart abandonment statistics fromSleeknote.com 2021

Positive shopping
experiences lead to:

4x more willingness to buy
4x higher repurchase rate
7x more cross-selling turnover
6x higher motivation to recommend
Source: "Experience Matters" report by Temkin Group 2018

Better product content ensures a positive shopping experience and reduces
shopping cart abandonment. As a result, companies not only secure revenue
they would otherwise miss out on, but also give their business a powerful boost.
The Return on Experience (ROX) increases.

Why do online
customers return theordered goods?

What are theconsequences of returns
for companies?

62% Item did not ﬁt$166M

did not meet
39% Itemexpectations

in merchandise returns occur
for every $1 billion dollars in sales
at the average retailer

20%of online-bought products are returned

30% or damaged

42%of customers would avoid a brandafter multiple retailer-caused returns

Item was defective

did not match
30% Itemthe description
variants ordered
20% Several
to choose from

Source:NFR (National Retail Federation)
The Right Fit: How AI is Changing eCommerce Apparel Returns
2021 State of the Industry Report

Source: Processed returns statistics 2017

Better product content creates greater transparency for the customer, reduces thereturn rate and saves costs. The investment in the customer experience and better
product content pays off!
The Return on Experience (ROX) increases.

How do customers
perceive personalizedadvertising?

What can personalized
advertising achieve?

47% Negative perception

1300%

16% Positive perception

more return on investment throughpersonalization of targeted ads

Source: Shopping cart abandonment statistics fromSleeknote.com 2021

Personalized advertising is accepted if it’s35%

based on data about
interests or hobbies

33% purchased items

based on previously

Source: Study "What online customers want"by Arithnea and adesso 2020

B2B Specialof B2B customers wantpersonalized content

45%

Source: B2B e-commerce trends 2020

57%

of B2B companies are adopting
personalized communication
as a standard

55%

of marketing budgets are spenton efforts to personalize shopping
experiences

Source: B2B e-commerce trends 2020
Source: bvik Trendbarometer 2021

Personalization is and will remain indispensable in B2C and B2B – if based on
personal preferences and product-related data. Only then will it boost company
proﬁts.
The Return on Experience (ROX) increases.

What role do (digital)customer ratings playin the shoppingexperience?

How do customer
reviews affect businesssuccess?

55%

of online shoppers readcustomer reviews
before buying

25%

are strongly inﬂuenced intheir decision by reviewson platforms such as
Amazon or Google
My Business (GMB)

Source: GfK study by Greven Medien 201737%

sales increase: 100 customer reviews
can increase sales by up to 37%

200% improved sales ability: Rated products
sell up to 200% better

42%higher shopping cart value:
Publishing customer reviews increases
the average value for 42%Source: Bazaarvoice 2020 study

B2B Specialof B2B decision-makers are more likely
to buy if they have previously read apositive company review

93%

135%

review increases thelikelihood of buying a productby 65%of B2B customers reject products
without positive reviews

Source: BloomReach 2017 study

Source: Liccii.com meta-study 2019

Product and purchase evaluations are an essential component of productinformation. They positively inﬂuence the customer experience and the purchasedecision. They provide more visibility and attract new customers.
The Return on Experience (ROX) increases.

How well do customer
loyalty programs work?

51%

What goals do companies
pursue with customer
loyalty marketing?
customer
44% higher
lifetime valueof consumers use loyalty
programs weekly (27%)
or bi-weekly (24%)

39% more new customers

Source: Survey by IfH Cologne, ECC Cologne 2021

92%

of consumers trust
recommendations frompeople they know

16%higher is the customer
lifetime value that customers
achieve when they comevia recommendations

36% lower customer churn
32% growing sales
30% increasing purchase frequency

Source: Prepared marketing statistics 2021

26% higher ROI
15% larger proﬁt margins
Source: Report Loyalty Trends von Open Loyalty 2021

B2B Special

11%of SMEs participate in customer loyalty programs, of which 80% want lower purchase prices,
78% want customized offers, and 50% want a strong user community in certain industries

76%of companies conﬁrm that a customer loyalty program increases their willingness
to recommend the company to others

Quelle: B2B Loyalty Studie von Ingenico 2021

Customer loyalty programs allow businesses to collect rich, ﬁrst-party, opt-in data
across channels. They support customers' willingness to provide feedback andrecommendations and thus increase business success.
The Return on Experience (ROX) increases.

About Contentserv
Contentserv’s software solutions enable manufacturers, brands and retailers to deliver rich, personalized
and highly converting product experiences that delight customers, improve time to value and boost ROI.
Learn more at www.contentserv.com