ROX: THE NEW ROI

86% of consumers will pay more for a better experience.​

 

That's not just a statistic — that's your competitive advantage hiding in plain sight.​

 

At Blueprints and Playbooks, we believe experience is the product. And in sports, entertainment, and hospitality, every fan interaction is a revenue opportunity waiting to be unlocked.

 

What's Your Return on Experience (ROX)?

Customer Experience (CX) is no longer limited to how someone is greeted at the gate or how fast their issue is resolved. It's the emotional arc that transforms casual customers into lifelong advocates.

 

It's how your brand feels, not just what it does.​ And the returns are measurable:

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The Revenue Upside:

• 86% of consumers pay more for better experiences — immediate revenue uplift (Business Wire)

• 84% of companies improving CX report increased revenue (Gartner)

• 65% say experience trumps great advertising — better ROX than your marketing spend (PwC)

 

The Risk of Getting It Wrong:

• 1 in 3 customers abandon brands they love after one bad experience

• 92% completely leave after 2-3 negative interactions

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The cost of poor experience compounds fast. The profit from great experience multiplies even faster.

 

Why ROX Matters More in Our Industry

In sports and entertainment, 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.

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A single great game day experience = season ticket renewal + concession upsells + merchandise purchases + word-of-mouth marketing.

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That's ROX multiplying your revenue across every channel.

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From ticketing technology to concession flow, from member onboarding to post-event follow-up — these aren't just operational details. They're profit engines disguised as fan moments.

You don't need more effort. You need a playbook.

 

Turn Experience Investment into Profit Engines

 

At Blueprints and Playbooks, we don't just audit your customer experience. We engineer systems that keep delivering long after the final whistle.

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We bring clarity, structure, and actionable strategy to transform your experience investments into measurable returns. Because when you get ROX right, everything else follows.

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Whether it's a game day that gives goosebumps, a seamless reservation flow, or a frictionless membership experience, CX is what turns casual customers into lifelong advocates.

 

That's the power of ROX — Return on Experience. What's yours?