מצגת נאמנות לקוחות 2014 : Sniper

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    07-Jan-2017

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  • :

    2013

  • 2014

    index

  • "There is only one boss. The customer. And he can fire everybody in the company from the chairman down, simply by spending his money somewhere else."

    ( Sam walton )

  • 1900-1960 1960-1990 1990-2010

    -

    - 2010

  • THE AGE OF MORE

  • - -

    CB - " RFM-

    - - RFM + -

    - +

    / -

    - , .

    .

    (customer experience)

    (customer loyalty)

  • LOYALTY

  • ...

    75%

    -2.3

    )80%(

    36%

    : + 9/2011

    45%

    45%

    60%

    50%

    40%

    60%

    :

  • ?

    LTV

    70%

    64%

    34%

    32%

    26%

    20%

    18%

    14%

    10%

    10%

    2% Base: 50 loyalty program marketers, Source: Q3 2012North America Loyalty Benchmark online survey

  • , ?

  • ?

  • ...

    GBK

    BIL

    BIL

    350 98

    11

    168 571

    2,000,000

    SMS

  • 68%

    26%

    22%

    10%

    46%

    38%

    36%

    28%

    44%

    40%

    2%

    2%

    2%

    8%

    4%

    4%

    4%

    6%

    12%

    10%

    Base: 50 loyalty program marketers, Source: Q3 2012North America Loyalty Benchmark online survey

  • NORDSTROM
  • WWW

  • -

    '

    "" ) (

    92%

    82%

    64%

    54%

    54%

    48%

    30%

    28%

    46%

    32%

    40%

    4%

    6%

    12%

    14%

    2%

    2%

    2%

    6%

    6%

    4%

    4%

    12%

    - 80%

    Base: 50 loyalty program marketers, Source: Q3 2012North America Loyalty Benchmark online survey

  • ,

    ,

  • Experience

  • Experience
  • Experience
  • '

  • http://www.youtube.com/watch?v=2lXh2n0aPyw

  • ,

    59%46%

    3 4 - )(

    .

    27%73%

    .

  • -

    10%

    18%

    58% 58%

    56%

    50%

    " 1 5,

    ?"

    2013?

  • 2014MARKETING WORLD

    TRENDS

    stop thinking programs, thinkexperience instead

  • .

  • :(