AppsFlyerCHAPTER 1. Intro to ROX – and how it links to premium customer experience
Summary
ROX, or return on experience, is a metric that quantifies how improvements in customer experience (CX) affect business performance. Good CX relies on contextualization, personalization, and frictionlessness. Brands like Amazon and Apple excel by making CX synonymous with their identity.
Calculating ROX involves dividing revenue gains by experience costs. Deep linking is key to creating seamless cross-channel journeys, such as web-to-app, email-to-app, and QR-to-app, driving higher conversions and loyalty. Examples include Letgo boosting UA via web-to-app and referrals, Kabam using QR codes for gaming, and CRED leveraging referrals for quality users.
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