{"id":802999,"date":"2020-12-15T17:17:31","date_gmt":"2020-12-16T00:17:31","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/kundupplevelse-och-insats\/"},"modified":"2020-12-15T17:17:31","modified_gmt":"2020-12-15T17:17:31","slug":"kundupplevelse-och-insats","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/sv\/kundupplevelse-och-insats\/","title":{"rendered":"Kundupplevelse och anstr\u00e4ngning"},"content":{"rendered":"

Fr\u00e5gor om tidszoner<\/b><\/p>\n

Jag har arbetat p\u00e5 distans i flera \u00e5r, l\u00e5ngt innan det ens ans\u00e5gs vara ett alternativ. Att ha arbetat f\u00f6r f\u00f6retag baserade i Europa och bo i Klippiga bergen innebar visserligen vissa utmaningar n\u00e4r det g\u00e4llde schemal\u00e4ggningen, men jag hade inget emot att jobba tidigt. Jag flyttade nyligen tre tidszoner l\u00e4ngre v\u00e4sterut. Jag m\u00e4rkte knappt n\u00e5gon skillnad. <\/span><\/p>\n

I ett mentorskapssamtal n\u00e4mnde personen att han verkligen uppskattade att jag schemalade det baserat p\u00e5 hans tidszon. Det ledde till en djupare diskussion om hur jag alltid f\u00f6resl\u00e5r tider i de inbjudnas tidszon f\u00f6r att g\u00f6ra det enkelt f\u00f6r dem att best\u00e4mma, det l\u00e4mnar ocks\u00e5 lite utrymme f\u00f6r misstolkning av tiden. <\/span><\/p>\n

Inneb\u00e4r detta att jag m\u00e5ste anstr\u00e4nga mig lite extra? Absolut, men det finns verktyg som hj\u00e4lper mig. Jag har levt med tv\u00e5 tidszoner permanent i min kalender. Schemal\u00e4ggningsappar som <\/span>
\n Calendly <\/span>
\n<\/a>hj\u00e4lper mig. Jag anv\u00e4nder ocks\u00e5 ofta tidszonsomvandlare som finns tillg\u00e4ngliga online. <\/span> <\/p>\n

Var b\u00f6rjar du med att hj\u00e4lpa dina kunder<\/b><\/p>\n

Jag tenderar att tro att alla dessa anstr\u00e4ngningar f\u00f6r det mesta g\u00e5r obem\u00e4rkta f\u00f6rbi, men de n\u00e4mns i alla fall s\u00e4llan. Men i det h\u00e4r fallet \u00e4r det trevligt att h\u00f6ra n\u00e5gon s\u00e4ga att de har m\u00e4rkt det och att det uppskattas. Jag t\u00e4nker ocks\u00e5 p\u00e5 de omst\u00e4ndigheter under vilka jag inte har vidtagit dessa \u00e5tg\u00e4rder. \u00c4ven om det \u00e4r s\u00e4llsynt, verkar det som om de g\u00e5nger jag bara erbj\u00f6d m\u00f6ten i min lokala tidszon, uppstod f\u00f6rvirring. Ibland kr\u00e4vs det n\u00e5gra iterationer f\u00f6r att f\u00e5 det r\u00e4tt och ibland kommer n\u00e5gon att bli frustrerad. Oftast ledde min mindre insats till att jag sparade tid p\u00e5 l\u00e5ng sikt.<\/span><\/p>\n

L\u00e4rdomen f\u00f6r mig har alltid varit ganska enkel, det ska inte kr\u00e4vas f\u00f6r mycket anstr\u00e4ngning f\u00f6r att din kund ska g\u00f6ra aff\u00e4rer med dig. F\u00f6r mig \u00e4r den lilla anstr\u00e4ngningen att boka tid med mig viktig f\u00f6r att g\u00f6ra det l\u00e4ttare f\u00f6r mina kunder att tr\u00e4ffa mig. En \u00e5terf\u00f6rs\u00e4ljare kanske vill se till att deras \u00f6ppettider \u00e4r uppdaterade p\u00e5 platser som en kund kan referera till. \u00c4ven hotell kan ta ett extra steg f\u00f6r att informera kunderna om byggarbeten som kan komma att ske under deras vistelse och som kan p\u00e5verka n\u00e5gon aspekt av deras upplevelse. <\/span><\/p>\n

Sm\u00e5 steg betyder stora saker f\u00f6r kunderna <\/b><\/p>\n

F\u00f6rra veckan p\u00e5 <\/span>
\n CX-forum: ConneXt Live!<\/span>
\n<\/a>fick jag m\u00f6jlighet att diskutera m\u00e4tmetoder som anv\u00e4nds f\u00f6r att f\u00e5nga upp och b\u00e4ttre f\u00f6rst\u00e5 kundupplevelsen. En av de fr\u00e5gor som diskuterades var <\/span>Po\u00e4ng f\u00f6r kundens anstr\u00e4ngning<\/span><\/a>. I sig sj\u00e4lv \u00e4r det bara en po\u00e4ng. Som alla m\u00e5tt p\u00e5 kundupplevelsen p\u00e5verkas resultatet av \u00e5tg\u00e4rderna. Missf\u00f6rst\u00e5 mig inte, jag f\u00f6respr\u00e5kar r\u00e4tt m\u00e4tmetod f\u00f6r r\u00e4tt situation (ledtr\u00e5d: om du tittar \u00e4r det inte alltid samma m\u00e4tmetod). Men n\u00e4r jag t\u00e4nker p\u00e5 Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) eller till och med Likelihood to Repurchase, \u00e4r namngivningen n\u00e4stan alltf\u00f6r internt inriktad. Jag skulle vilja p\u00e5st\u00e5 att en av de st\u00f6rre f\u00f6rdelarna med att anv\u00e4nda Customer Effort Score \u00e4r att det kommer tillbaka till id\u00e9n: G\u00f6r ni det enkelt f\u00f6r kunderna att g\u00f6ra aff\u00e4rer med er?<\/span><\/p>\n

Det handlar inte om prenumerationer p\u00e5 toalettpapper, st\u00f6rre parkeringsplatser eller gratis provperioder som omvandlas till automatiska kreditkortsbetalningar. I sj\u00e4lva verket kan det till och med vara tv\u00e4rtom – kan en kund enkelt avbryta en transaktion. Kanske har du avbrutit prenumerationen p\u00e5 grund av resor eller ekonomiska omst\u00e4ndigheter. Kanske kan en del av parkeringsplatsen g\u00f6ras om f\u00f6r kontaktl\u00f6s upph\u00e4mtning. <\/span><\/p>\n

I slut\u00e4ndan, hj\u00e4lper era policyer kunderna att g\u00f6ra aff\u00e4rer med er? Eller \u00e4r de till f\u00f6r att g\u00f6ra det enklare f\u00f6r dig att f\u00e5 fler aff\u00e4rer fr\u00e5n dem? Hur mycket m\u00e5ste de anstr\u00e4nga sig, eller kommer du att vara villig att ta n\u00e5gra sm\u00e5 steg f\u00f6r att m\u00f6ta dem halvv\u00e4gs? Om du inte \u00e4r villig att ta n\u00e5gra av dessa steg kan det vara dags att ompr\u00f6va din inst\u00e4llning till kundupplevelsen. Kanske ska du inte anv\u00e4nda n\u00e5got av dessa m\u00e5tt utan ist\u00e4llet fundera p\u00e5 om kunden verkligen \u00e4r en del av den kontinuerliga utvecklingen mot att g\u00f6ra ditt f\u00f6retag b\u00e4ttre. <\/span>b\u00e5de<\/span> f\u00f6r era intressenter och era kunder.<\/span><\/p>\n

Uppmaning till handling<\/b><\/p>\n

Delta i n\u00e4sta ConneXt Live! med <\/span>
\n Priscilla McKinney<\/span>
\n<\/a>. L\u00e4r dig i 20 minuter och tr\u00e4ffa \u00e5tta till tio nya personer som har liknande intressen inom CX som du. Om du gillade CX Talks kommer detta nya format att visa sig vara \u00e4nnu mer engagerande, interaktivt och informativt. Du kan registrera <\/span>
\n h\u00e4r<\/span>
\n<\/a>. <\/span> <\/p>\n

QuestionPro erbjuder n\u00e5gra av de mest avancerade verktygen f\u00f6r kundupplevelser som finns tillg\u00e4ngliga.<\/strong> F\u00e5 v\u00e4rdefulla insikter om dina kunders tankar och k\u00e4nslor med hj\u00e4lp av f\u00f6ljande verktyg <\/span>
\n QuestionPro CX-programvara<\/span>
\n<\/a> i dag.<\/span><\/p>\n

Bokdemonstration<\/strong><\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Fr\u00e5gor om tidszoner Jag har arbetat p\u00e5 distans i flera \u00e5r, l\u00e5ngt innan det ens ans\u00e5gs vara ett alternativ. Att […]<\/p>\n","protected":false},"author":46,"featured_media":727873,"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":[1457],"tags":[],"yoast_head":"\nKundupplevelse och anstr\u00e4ngning | QuestionPro<\/title>\n<meta name=\"description\" content=\"L\u00e4rdomen f\u00f6r mig har alltid varit ganska enkel, det ska inte kr\u00e4vas f\u00f6r mycket anstr\u00e4ngning f\u00f6r att din kund ska g\u00f6ra aff\u00e4rer med dig.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.questionpro.com\/blog\/sv\/kundupplevelse-och-insats\/\" \/>\n<meta property=\"og:locale\" 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