{"id":802987,"date":"2020-08-21T04:15:20","date_gmt":"2020-08-21T04:15:20","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/musteri-deneyimi-butcesi\/"},"modified":"2020-08-21T04:15:20","modified_gmt":"2020-08-21T04:15:20","slug":"musteri-deneyimi-butcesi","status":"publish","type":"post","link":"https:\/\/qa-release.questionpro.com\/blog\/tr\/musteri-deneyimi-butcesi\/","title":{"rendered":"M\u00fc\u015fteri deneyimi program\u0131n\u0131z i\u00e7in b\u00fct\u00e7e olu\u015fturma"},"content":{"rendered":"

Bir m\u00fc\u015fteri deneyimi (CX) program\u0131na sahip olmak, her markan\u0131n m\u00fc\u015fteri stratejisinin \u00f6nemli bir par\u00e7as\u0131d\u0131r. Sat\u0131n alma \u00f6ncesinde, sat\u0131n alma s\u0131ras\u0131nda ve sat\u0131n alma sonras\u0131nda \u00e7ok say\u0131da m\u00fc\u015fteri temas noktas\u0131 s\u00f6z konusu oldu\u011funda, y\u00f6netim zorla\u015f\u0131r. T\u00fcketicilerin her seferinde her etkile\u015fimden memnun kalmas\u0131n\u0131 sa\u011flamak i\u00e7in bunlar\u0131 s\u00fcrekli olarak iyile\u015ftirmeniz gerekir. Her etkile\u015fimde bir de\u011fer bulmalar\u0131 gerekir ve <\/span>m\u00fc\u015fteri\u0307 deneyi\u0307mi\u0307<\/span><\/a> hat\u0131rlayacaklar\u0131 ve arkada\u015flar\u0131na, ailelerine ve i\u015f arkada\u015flar\u0131na anlatacaklar\u0131 bir \u015fey. Bir CX program\u0131 tam da bunu yapman\u0131za yard\u0131mc\u0131 olur. T\u00fcm payda\u015flarla etkile\u015fiminizi geli\u015ftirmek ve optimum de\u011fer sa\u011flamak i\u00e7in iyi tan\u0131mlanm\u0131\u015f ve metodik bir yakla\u015f\u0131md\u0131r. <\/span>
\n m\u00fc\u015fteri temas noktalar\u0131<\/span>
\n<\/a>.<\/span><\/p>\n

Bir CX b\u00fct\u00e7esi tasarlarken dikkat edilmesi gereken hususlar nelerdir?<\/span><\/h2>\n

Bir CX program\u0131 gereklidir, ancak daha \u00f6nemli olan bunun i\u00e7in b\u00fct\u00e7e ay\u0131rmakt\u0131r. Paraya ihtiyac\u0131n\u0131z var ve y\u00f6netim ekibinizin veya CFO’nuzun sizi dinlemesi i\u00e7in m\u00fckemmel bir i\u015f gerek\u00e7esi sunman\u0131z gerekiyor. \u00d6ncelikle b\u00fct\u00e7enizi ve \u00f6nceliklerinizi planlaman\u0131z gerekir. Peki bir CX b\u00fct\u00e7esi i\u00e7in \u00f6ncelikleri nas\u0131l belirlersiniz? Ba\u015flaman\u0131za yard\u0131mc\u0131 olabilece\u011fini d\u00fc\u015f\u00fcnd\u00fc\u011f\u00fcm\u00fcz baz\u0131 noktalar\u0131 ele ald\u0131k.<\/span><\/p>\n

1. M\u00fc\u015fteri odakl\u0131l\u0131k<\/span><\/h3>\n

Sad\u0131k ve memnun m\u00fc\u015fteriler her kurulu\u015fun bel kemi\u011fidir, b\u00fcy\u00fck savunuculard\u0131r ve size tekrar i\u015f sa\u011flarlar. Kurulu\u015funuzun b\u00fcy\u00fcmesiyle ger\u00e7ekten ilgilenir ve buna yat\u0131r\u0131m yaparlar. Bir CX b\u00fct\u00e7esi, m\u00fc\u015fteri yolculu\u011funun herhangi bir a\u015famas\u0131nda m\u00fc\u015fterilerinizi memnun etmek i\u00e7in gerekli de\u011fi\u015fiklikleri yapman\u0131za yard\u0131mc\u0131 olabilir. Bu, sosyal medya ve rekabet\u00e7i markalar \u00e7a\u011f\u0131nda olduk\u00e7a zorla\u015fan m\u00fc\u015fteri kayb\u0131n\u0131<\/a> kontrol alt\u0131na almak i\u00e7in \u00e7ok \u00f6nemlidir.<\/span><\/p>\n

ABD’de yak\u0131n zamanda yap\u0131lan bir ara\u015ft\u0131rmaya g\u00f6re, t\u00fcketiciyi elde tutma oran\u0131n\u0131z\u0131 yaln\u0131zca %5 oran\u0131nda art\u0131rman\u0131z, i\u015fletmenizin k\u00e2r\u0131n\u0131 %25 ila %95 oran\u0131nda art\u0131racakt\u0131r.<\/i><\/b><\/p>\n

2. \u00d6nemi nedir?<\/span><\/h3>\n

Bir CX b\u00fct\u00e7esine sahip olman\u0131n \u00f6nemini net bir \u015fekilde ortaya koyman\u0131z gerekir. Bazen y\u00f6netimin kat\u0131l\u0131m\u0131n\u0131 sa\u011flamak zor olabilir, ancak puanlar\u0131n\u0131zla haz\u0131r olman\u0131z gerekir. Her zaman \u015firket b\u00fct\u00e7elerini zorlayacak daha acil bir \u015feyler olacakt\u0131r. B\u00fct\u00e7eyi nas\u0131l harcamay\u0131 planlad\u0131\u011f\u0131n\u0131z\u0131 (teknoloji, kaynaklar, ara\u00e7lar, vb.), ne zaman ve daha sonra ek bir b\u00fct\u00e7eye ihtiyac\u0131n\u0131z olup olmad\u0131\u011f\u0131n\u0131 belirlemenize yard\u0131mc\u0131 olacakt\u0131r.<\/span><\/p>\n

3. \u0130htiya\u00e7lar\u0131 tan\u0131mlay\u0131n, maliyetleri iyile\u015ftirin<\/span><\/h3>\n

Bir b\u00fct\u00e7e istemeden \u00f6nce, b\u00fct\u00e7e i\u00e7in ihtiya\u00e7lar\u0131n\u0131z\u0131 ve \u00f6nceliklerinizi dikkatlice tan\u0131mlay\u0131n. \u0130\u015fleri a\u015famal\u0131 olarak y\u00fcr\u00fctmek idealdir, bu nedenle mali veya i\u015f a\u00e7\u0131s\u0131ndan zorlay\u0131c\u0131 de\u011fildir. \u00d6nce ara\u00e7lar\u0131n\u0131z ve yaz\u0131l\u0131m\u0131n\u0131z \u00fczerinde \u00e7al\u0131\u015fmay\u0131 ve kaynaklar\u0131 daha sonra kullanmay\u0131 planl\u0131yorsan\u0131z, b\u00fct\u00e7e gereksinimleriniz buna g\u00f6re de\u011fi\u015fece\u011fi i\u00e7in bunu hesaba kat\u0131n. Plan\u0131n\u0131z\u0131 ger\u00e7ekle\u015ftirmek i\u00e7in \u00e7al\u0131\u015ft\u0131k\u00e7a ve \u00e7al\u0131\u015ft\u0131k\u00e7a, maliyetlerinizi iyile\u015ftirin. D\u00fc\u015f\u00fck \u00f6ncelikli kalemlerde veya projelerde maliyetleri azaltmay\u0131 d\u00fc\u015f\u00fcnmeniz tavsiye edilir. Hareket halindeyken maliyetlerinizi iyile\u015ftirmek, b\u00fct\u00e7enizi daha iyi y\u00f6netmenize yard\u0131mc\u0131 olacak ve b\u00fct\u00e7eniz ve gelecek planlar\u0131n\u0131z hakk\u0131nda y\u00f6netime g\u00fcven a\u015f\u0131layacakt\u0131r.<\/span><\/p>\n

HAKKINDA B\u0130LG\u0130 ED\u0130N\u0130N:<\/strong> Etkili M\u00fc\u015fteri Ba\u015far\u0131 Plan\u0131<\/a><\/p>\n

Ayr\u0131ca, m\u00fc\u015fteri deneyimini izlemek i\u00e7in bir ama\u00e7 belirleyin; bu, neye, ne zaman ihtiyac\u0131n\u0131z oldu\u011funu ve ne kadar harcayabilece\u011finizi daha iyi de\u011ferlendirmenize yard\u0131mc\u0131 olacakt\u0131r. Bunun neden \u00f6nemli oldu\u011funu anlamak i\u00e7in Kurucu ve CEO Vivek Bhaskaran \u015f\u00f6yle diyor:“M\u00fc\u015fterilerimin deneyimlerini takip etmenin amac\u0131, her m\u00fc\u015fterinin ihtiya\u00e7lar\u0131n\u0131n nas\u0131l geli\u015fti\u011fini daha iyi anlamakt\u0131r <\/em>. <\/span>Basit bir ankete ihtiya\u00e7 duyarak ba\u015flayan ve daha sonra entegrasyon, k\u00fclt\u00fcr y\u00f6netimi, \u00e7evrimi\u00e7i panel, mobil uygulama geli\u015ftirme ve \u00f6zel m\u00fc\u015fteri ba\u015far\u0131 y\u00f6netimi gibi yeni ara\u00e7 ve hizmetlerle ilgili bir ortakl\u0131\u011fa d\u00f6n\u00fc\u015fen bir\u00e7ok m\u00fc\u015fteriyle \u00e7al\u0131\u015ft\u0131k<\/em>.”<\/span><\/p>\n

4. Yat\u0131r\u0131m\u0131n geri d\u00f6n\u00fc\u015f\u00fc<\/span><\/h3>\n

Yat\u0131r\u0131m getirisinin (ROI) sa\u011flanmas\u0131, CX program\u0131n\u0131z i\u00e7in onaylanm\u0131\u015f bir b\u00fct\u00e7e elde etmenizde teraziyi lehinize \u00e7evirecektir. Para istemek i\u00e7in asla do\u011fru zaman de\u011fildir, ama buna ihtiyac\u0131n\u0131z var! \u00c7o\u011fu zaman daha fazla k\u00e2r elde etmek i\u00e7in de\u011fil. Maliyetleri m\u00fc\u015fteriyi elde tutma, ara\u00e7 g\u00fcncellemeleri ve paraya ihtiya\u00e7 duydu\u011funuz hemen her \u015feyle ili\u015fkilendirmeniz gerekir. QuestionPro’da, bizim <\/span>
\n m\u00fc\u015fteri\u0307 deneyi\u0307mi\u0307 y\u00f6neti\u0307m platformu<\/span>
\n<\/a> hesaplaman\u0131z\u0131 sa\u011flar <\/span>
\n Gelir A\u011f\u0131rl\u0131kl\u0131 NPS<\/span>
\n<\/a>. Bu da, art\u0131k bir <\/span>NPS puan\u0131<\/span><\/a> ve m\u00fc\u015fterilerinizin y\u00fczde ka\u00e7\u0131n\u0131n k\u00f6t\u00fcleyici, pasif veya destekleyici oldu\u011funu g\u00f6rmek. Gelirinizin ne kadar\u0131n\u0131n etkilendi\u011fini g\u00f6rmek i\u00e7in maliyetleri bu y\u00fczdelerle ili\u015fkilendirirsiniz. Bu, gelir a\u00e7\u0131s\u0131ndan i\u015fleri ger\u00e7ekten bir perspektife oturtuyor.<\/span><\/p>\n

5. S\u00fcre\u00e7leri kolayla\u015ft\u0131r\u0131n<\/span><\/h3>\n

M\u00fc\u015fterilerin her etkile\u015fimden memnun kalmas\u0131n\u0131 sa\u011flamak, s\u00f6ylemek yapmaktan daha kolayd\u0131r. Bunun b\u00fcy\u00fck bir k\u0131sm\u0131 s\u00fcrecinize, ara\u00e7lar\u0131n\u0131za ve teknolojinize de ba\u011fl\u0131d\u0131r. Sat\u0131\u015f veya m\u00fc\u015fteri hizmetleri temsilcileriniz bir soru veya \u015fikayet oldu\u011funda yan\u0131t verebilir, ancak bunu takip etmek i\u00e7in do\u011fru ara\u00e7larla donat\u0131lm\u0131\u015flar m\u0131? Sistemleriniz geri d\u00f6n\u00fc\u015f s\u00fcrenizi temsilcilerinizden daha m\u0131 \u00e7ok etkiliyor? Biletleme sisteminiz verimli mi, m\u00fc\u015fteriler web sitesinde \u015fikayet giri\u015fi yapmay\u0131 kolay buluyor mu?<\/span><\/p>\n

S\u00fcre\u00e7lerinizi kolayla\u015ft\u0131rmak olumlu etkilerken <\/span>
\n m\u00fc\u015fteri\u0307 memnuni\u0307yeti\u0307<\/span>
\n<\/a>D\u00fcr\u00fcst olal\u0131m – s\u00fcre\u00e7lerinizi dahili olarak y\u00f6netmenize daha \u00e7ok yard\u0131mc\u0131 olur. Bu, t\u00fcm bo\u015fluklar\u0131 ortadan kald\u0131r\u0131r ve ayr\u0131ca sizi ve personelinizi gelecekteki zorluklara kar\u015f\u0131 haz\u0131rlar. M\u00fc\u015fteri \u015fikayetleri azald\u0131k\u00e7a, m\u00fc\u015fteri sadakati artar.<\/span><\/p>\n

Yak\u0131n zamanda yap\u0131lan bir m\u00fc\u015fteri ara\u015ft\u0131rmas\u0131na g\u00f6re, t\u00fcketicilerin %56’s\u0131 ihtiya\u00e7lar\u0131n\u0131 ve endi\u015felerini anlayan markalara sad\u0131k kald\u0131klar\u0131n\u0131 belirtmi\u015ftir.<\/i><\/b><\/p>\n

Bizim <\/span>
\n CX y\u00f6netim yaz\u0131l\u0131m\u0131<\/span>
\n<\/a> uygun maliyetlidir ve CX giri\u015fimlerinizi etkili bir \u015fekilde y\u00f6netmenize yard\u0131mc\u0131 olabilir. Neler sundu\u011funu g\u00f6rmek i\u00e7in deneme s\u00fcr\u00fcm\u00fcne g\u00f6z atabilirsiniz.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Bir m\u00fc\u015fteri deneyimi (CX) program\u0131na sahip olmak, her markan\u0131n m\u00fc\u015fteri stratejisinin \u00f6nemli bir par\u00e7as\u0131d\u0131r. Sat\u0131n alma \u00f6ncesinde, sat\u0131n alma s\u0131ras\u0131nda […]<\/p>\n","protected":false},"author":46,"featured_media":683197,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[1192],"tags":[],"class_list":{"0":"post-802987","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-cx","8":"entry"},"yoast_head":"\nM\u00fc\u015fteri deneyimi program\u0131n\u0131z i\u00e7in b\u00fct\u00e7e olu\u015fturma | QuestionPro<\/title>\n<meta name=\"description\" content=\"Bir CX program\u0131 i\u00e7in b\u00fct\u00e7e ay\u0131rmak gereklidir ancak etkili olabilmesi i\u00e7in \u00f6ncelikleri de hesaba katmak \u00f6nemlidir. 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