ROX: THE NEW ROI
86% of consumers will pay more for a better experience.
This isn't just a statistic; it's your competitive advantage hiding in plain sight. Your Return On Experience (ROX).
Why ROX Matters More in Our Industry
At Blueprints & Playbooks, we believe that experience is the product, particularly in sports and entertainment.
We also know that expectations aren't just high — they're emotional. Every touchpoint is a chance to earn trust, deepen loyalty, and create moments that fans can't stop talking about.
ROX In the Real World
One National Hockey League franchise noticed something strange: satisfaction scores on giveaway nights were lower than other regular season games.
It would have been easy to blame the promotional strategy or the giveaway items themselves, but the customer feedback told a different story. The giveaway items were driving immense satisfaction and people were actually having a good time. Once they got inside.
Getting inside the venue was the issue.
The data clearly indicated that, while sports fans love giveaways, they intensely dislike waiting in line, feeling rushed to get to their seats, and missing part of the game because entry took longer than expected.
Giving fans more time was the solution.
In practice, this meant opening arena doors 15 minutes earlier for the next giveaway game. That small shift led to double-digit increases in fans reporting as "Extremely Satisfied" and in per-capita spend, which told us all we needed to know.
This 15-minute adjustment became the new practice and, across the balance of the season, generated an average revenue increase of $100,000 per game.
150 minutes for the fans. $1,000,000 for the business.
This is what it means to solve for both.