{"id":5923,"date":"2019-11-25T14:12:40","date_gmt":"2019-11-25T14:12:40","guid":{"rendered":"https:\/\/imlondon.co.uk\/?p=5923"},"modified":"2022-05-05T21:48:46","modified_gmt":"2022-05-05T20:48:46","slug":"return-on-experience","status":"publish","type":"post","link":"https:\/\/imlondon.co.uk\/marketing\/return-on-experience\/","title":{"rendered":"\u2018Return on Experience\u2019 is a Win-Win for Hotels"},"content":{"rendered":"<div  class=\"tatsu-fzn7ejbzpq93edvw tatsu-section    tatsu-clearfix\" data-title=\"\"  data-headerscheme=\"background--dark\"><div class='tatsu-section-pad clearfix' data-padding='{\"d\":\"15px 0px 15px 0px\"}' data-padding-top='15px'><div class=\"tatsu-row-wrap  tatsu-wrap tatsu-row-one-col tatsu-row-has-one-cols tatsu-medium-gutter tatsu-reg-cols  tatsu-clearfix tatsu-fzn7ejbzth8onvtl\" ><div  class=\"tatsu-row \" ><div  class=\"tatsu-column  tatsu-column-no-bg tatsu-one-col tatsu-column-image-none tatsu-column-effect-none  tatsu-fzn7ejbzw96eady1\"  data-parallax-speed=\"0\" style=\"\"><div class=\"tatsu-column-inner \" ><div class=\"tatsu-column-pad-wrap\"><div class=\"tatsu-column-pad\" ><div  class=\"tatsu-module tatsu-text-block-wrap tatsu-fzn7ejc09fdyd776  \"><div class=\"tatsu-text-inner tatsu-align-center  clearfix\" ><style>.tatsu-fzn7ejc09fdyd776.tatsu-text-block-wrap .tatsu-text-inner{width: 100%;text-align: left;}<\/style>\n<p><a href=\"https:\/\/www.pwc.com\/us\/en\/services\/alliances\/sap-implementation\/return-on-experience-rox.html\">\u2018Return on Experience\u2019 (ROX)<\/a> is being recognised as one of the best ways to realise more value from your business; for hotels and restaurants where experience is everything, it is a useful approach to business planning.<\/p>\n<p>The return on investment to be gained from delivering a great guest experience is dependent for the most part on employees.\u00a0 Their knowledge, motivation, energy and know-how are as important, if not more important, than many aspects of the physical product, including technology.<\/p>\n<p>Therefore investing in and measuring ROX, which takes into account employee engagement as well as financial results, guest satisfaction and efficiencies puts the spotlight on ensuring your employees\u2019 experience within the organisation is as it should be.<\/p>\n<p><strong>A<\/strong><strong>ccording to <a href=\"https:\/\/www.accenture.com\/us-en\/insights\/cloud\/designing-workplace-experience-drive-growth\">Accenture<\/a>, employers offering a great employee experience outperform the S&amp;P Index by 122%<\/strong><strong>\u00a0<\/strong><\/p>\n<p>To retain fully engaged employees and offer them a great brand experience, taking the time to understand things from their perspective is the place to start.<\/p>\n<p>This includes everything they see, feel, observe and experience throughout their journey within the organisation &#8211; not just their career development path.\u00a0 It includes the everyday, the here and now.\u00a0 The company culture and team spirit, the willingness of leaders and supervisors to take time to support their teams as well as providing the tools, technology and resources to excel at serving the guest at every touch point.\u00a0 This kind of support is expected by all your employees especially the most talented \u2013 the ones who can move on at any time to new and better opportunities.<\/p>\n<p>Getting the right balance is hard; whilst younger employees may prioritise their development and growth opportunities, others may look for maximum flexibility to help them meet commitments to family, children and parents.<\/p>\n<p>Good <a href=\"https:\/\/imlondon.co.uk\/expertise\/hotel-marketing\/\">hotel<\/a> leaders are well ahead in retaining great talent through cultures that enable people to be their best, which in itself builds social capital within the organisation and status externally as an employer.\u00a0 This is ROX at its best.<\/p>\n<p>How can the ROX approach help ensure your brand\u2019s \u2018employee experience\u2019 stacks up to the expectations of today\u2019s workforce?<\/p>\n<p>The answer is a virtuous circle that aims to embed high employee satisfaction which in turn drives guest satisfaction that results in guest loyalty and higher spend.<\/p>\n<p>For a virtuous circle that embraces the employee brand experience as well as the guest\u2019s brand experience, here are some key goals to frame an action plan<\/p>\n<p>ROX goals<\/p>\n<ol>\n<li>Self-esteem \u2013 make internal brand ownership aspirational<\/li>\n<li>Influencers \u2013 encourage internal influencers to engage others<\/li>\n<li>Behaviours \u2013 recognise the right behaviour in performance management<\/li>\n<li>Value \u2013 identify &amp; reward the creation of value in the guest\u2019s eyes<\/li>\n<li>Financial &#8211; share and celebrate financial success<\/li>\n<\/ol>\n<p>For help with employee experience, employee engagement, brand engagement, internal communications and Return on Experience: <a href=\"mailto:hello@imlondonhq.com\">hello@imlondonhq.com<\/a><\/p>\n<\/div><\/div><div  class=\"tatsu-module tatsu-normal-button tatsu-button-wrap align-block block-center  tatsu-ryQVAXaQ4   \"><a class=\"tatsu-shortcode x-largebtn tatsu-button left-icon    bg-animation-none  \" href=\"https:\/\/imlondon.co.uk\/contact-london\/\" style= \"\"  aria-label=\"Let's talk!\" data-gdpr-atts={} >Let's talk!<\/a><style>.tatsu-ryQVAXaQ4 .tatsu-button{background-color: rgba(229,0,125,1);color: #ffffff ;}<\/style><\/div><\/div><\/div><div class = \"tatsu-column-bg-image-wrap\"><div class = \"tatsu-column-bg-image\" ><\/div><\/div><\/div><style>.tatsu-row > .tatsu-fzn7ejbzw96eady1.tatsu-column{width: 100%;}.tatsu-fzn7ejbzw96eady1.tatsu-column > .tatsu-column-inner > .tatsu-column-overlay{mix-blend-mode: none;}.tatsu-fzn7ejbzw96eady1 > .tatsu-column-inner > .tatsu-top-divider{z-index: 9999;}.tatsu-fzn7ejbzw96eady1 > .tatsu-column-inner > .tatsu-bottom-divider{z-index: 9999;}.tatsu-fzn7ejbzw96eady1 > .tatsu-column-inner > .tatsu-left-divider{z-index: 9999;}.tatsu-fzn7ejbzw96eady1 > .tatsu-column-inner > .tatsu-right-divider{z-index: 9999;}<\/style><\/div><\/div><\/div><\/div><div class=\"tatsu-section-background-wrap\"><div class = \"tatsu-section-background\" ><\/div><\/div><style>.tatsu-fzn7ejbzpq93edvw .tatsu-section-pad{padding: 15px 0px 15px 0px;}.tatsu-fzn7ejbzpq93edvw > .tatsu-bottom-divider{z-index: 9999;}.tatsu-fzn7ejbzpq93edvw > .tatsu-top-divider{z-index: 9999;}<\/style><\/div>\n","protected":false},"excerpt":{"rendered":"<p><a href=\"https:\/\/imlondon.co.uk\/marketing\/return-on-experience\/\" class=\"more-link style3-button\">Read More<\/a><\/p>","protected":false},"author":2,"featured_media":5927,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false},"categories":[2,766,503,58],"tags":[],"yst_prominent_words":[93,620,187,185,619,535,188,201,118,625,622,76,237,626,621,624,627,421,427,623],"_links":{"self":[{"href":"https:\/\/imlondon.co.uk\/wp-json\/wp\/v2\/posts\/5923"}],"collection":[{"href":"https:\/\/imlondon.co.uk\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/imlondon.co.uk\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/imlondon.co.uk\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/imlondon.co.uk\/wp-json\/wp\/v2\/comments?post=5923"}],"version-history":[{"count":12,"href":"https:\/\/imlondon.co.uk\/wp-json\/wp\/v2\/posts\/5923\/revisions"}],"predecessor-version":[{"id":7681,"href":"https:\/\/imlondon.co.uk\/wp-json\/wp\/v2\/posts\/5923\/revisions\/7681"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/imlondon.co.uk\/wp-json\/wp\/v2\/media\/5927"}],"wp:attachment":[{"href":"https:\/\/imlondon.co.uk\/wp-json\/wp\/v2\/media?parent=5923"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/imlondon.co.uk\/wp-json\/wp\/v2\/categories?post=5923"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/imlondon.co.uk\/wp-json\/wp\/v2\/tags?post=5923"},{"taxonomy":"yst_prominent_words","embeddable":true,"href":"https:\/\/imlondon.co.uk\/wp-json\/wp\/v2\/yst_prominent_words?post=5923"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}