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Экономическая логика Customer Experience

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Презентация систематизирует виды потребительского опыта , рассматривает горизонтальную и вертикальную диффузию - перетекание и трансформацию опыта ; дает идеи по "оцифровке" величины Customer Expereince в денежном выражении и тактике взаимного преобразования рейтинга СeX в Revenue и обратно.

Text of Экономическая логика Customer Experience

2. Customer Experience Usability usability ( , ) User Experience Customer Experience , , . , , , , . ( ) User Experience Usability Customer Satisfaction ( , Net Promoter Score), , , . Customer Experience (CEx) , Usability Experience -> Money -> Experience, CEx :1. Customer Experience (CEx), 2. Customer Experience ()3. , , CEx . . ( ). , .4. , , CEx . CEx - 5. , CEx , CEx , . .6. (Customer Experience) / (User Experience) [email protected] 3. User ExperienceA persons perceptions and responses that result from the use oranticipated use of a product, system or service(ISO 9241-210) , , [email protected] 2014 4. 1, 2, 12, 1, 1 [email protected], 1 5. LIFEMARKETPLACEPORTFOLIOPRODUCTUSERCUSTOMERCONSUMERHUMAN [email protected] 6. USERCUSTOMERCONSUMERHUMAN [email protected] 7. USERPRE-USERCUSTOMERCONSUMERHUMAN [email protected] 8. LIFEMARKETPLACEPORTFOLIOPRODUCTUSERCUSTOMERCONSUMERHUMAN [email protected] 9. USERCUSTOMERCONSUMERHUMAN [email protected] 10. USERCUSTOMERCONSUMERHUMAN [email protected] 11. Customer Experience (CEx) ( ) revenue ( ) PR revenue revenue ( ) capacity (presale, sale support, post sale support ) (, )ERREEEREERCustomerSatisfactionCExCustomerMotor & Mental SkillimprovementRevenue [email protected] 12. Customer Experience PR revenue revenue ( ) revenue ( ) capacity (presale, sale support, post sale support )$ [email protected] (usability, , .) UX (CRM,ABS) ERREERE customer experience CEx NB ! 13. Experience revenueER $CEx [email protected] 14. Customer Experience Customer Experience0 50 100 = X $ :1. . [email protected] 100 CEx? ?2. Customer Satisfaction . , , ( ) 15. , O 50 100$$ CEx CExperience( )Usability VAS- CC -* [email protected] - - 16. CEx , 2.52.25+21.751.25 1.5.25 .5+O CExperience - * +1-1(50)-1(51)-1(52)-1(53)-1(54)-1(55)-1(56)-1(57)-1(58)-1(59)-1(60) 1 $ - CEx , , , , , , CEx, ( ).75 [email protected] 17. VSCustomer Experience 18. Customer Experiencev v Usability/UX - v v v -v usability - , --v UX Skype: r0cher16 [email protected]: ro.rocher.7 +79036810077

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