customer experience - it&travel 1.10.2015

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  1. 1. CUSTOMER EXPERIENCE 1 2015 IT&Travel
  2. 2. 95% 5%
  3. 3. 3The trends of Western European Market 0% 20% 40% 60% 80% 100% 1--1,9 2--2,9 3--3,9 4--4,9 5--5,9 6--6,9 7--7,9 8--8,9 9--9,9 % % , % ,
  4. 4. : . , 4The trends of Western European Market
  5. 5. , 5 73,3 80,2 80 83,1 72,2 78,8 79,9 82,2 71,8 77 79,4 81,4 .15 .14 .14
  6. 6. , : 6The trends of Western European Market 73,3 72,2 71,8 .15 .14 .14
  7. 7. The trends of Western European Market 7
  8. 8. 8The trends of Western European Market 12 -10% -5% 0% 5% 10% 15% 20% 25% 30% 70 72 74 76 78 80 82 84 86 The Co-operative Tesco Morrisons Sainsburys Asda Iceland Lidl Aldi Waitrose
  9. 9. 9The trends of Western European Market -1,9% 8,2% 79,6
  10. 10. 10The trends of Western European Market 12 -1,5% -1,0% -0,5% 0,0% 0,5% 1,0% 1,5% 70 72 74 76 78 80 82 84 86 The Co-operative Tesco Morrisons Sainsburys Asda Iceland Lidl Aldi Waitrose
  11. 11. 11The trends of Western European Market 79,6 -0,5% 0,2%
  12. 12. STARBUCKS 12 181 3.9 3.88 381 7.2 4.42
  13. 13. The trends of Western European Market 13
  14. 14. , ,
  15. 15. 15The trends of Western European Market 62% 23% 14% , :
  16. 16. CUSTOMER EXPERIENCE The trends of Western European Market 16
  17. 17. 17The trends of Western European Market
  18. 18. vs 18The trends of Western European Market 7,1 7,2 7,3 7,4 7,5 7,6 7,7 7,8 7,9 70 72 74 76 78 80 82 -
  19. 19. CASE 19
  20. 20. 20 2008 CSA . ""
  21. 21. 21 2008 CSA . "" 98
  22. 22. 22 2008 CSA . "" 99
  23. 23. 23 2008 CSA . 100 ""
  24. 24. The trends of Western European Market
  25. 25. - - customer experience 25The trends of Western European Market
  26. 26. customer experience , : 26The trends of Western European Market
  27. 27. : data 27The trends of Western European Market
  28. 28. Omni-channel customer experience : , 28The trends of Western European Market
  29. 29. - , 29The trends of Western European Market
  30. 30. , : - 30The trends of Western European Market
  31. 31. 31The trends of Western European Market
  32. 32. Customer Experience 32The trends of Western European Market
  33. 33. ? 33The trends of Western European Market 1. 2. , 3. , 4. 5.
  34. 34. 2008 CSA 067 403 61 20 csa@customerservice.com.ua www.customerservice.com.ua facebook www.facebook.com/customerserviceagency ? !