{"id":388425,"date":"2022-06-27T22:46:47","date_gmt":"2022-06-28T05:46:47","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=388425"},"modified":"2024-05-13T08:29:52","modified_gmt":"2024-05-13T15:29:52","slug":"complete-guide-to-customer-experience-2","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/complete-guide-to-customer-experience-2\/","title":{"rendered":"Eksiksiz m\u00fc\u015fteri deneyimi k\u0131lavuzu (CX)"},"content":{"rendered":"<p><span data-preserver-spaces=\"true\">M\u00fc\u015fteri hizmetleri, \u015firketinizin en \u00f6nemli y\u00f6nlerinden biridir.\u00a0\u00c7al\u0131\u015fanlar\u0131n\u0131zdan gelen k\u00f6t\u00fc hizmet, m\u00fc\u015fterileri uzakla\u015ft\u0131rabilir ve k\u00f6t\u00fc incelemelere yol a\u00e7abilir.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Bir i\u015fletme i\u00e7in m\u00fc\u015fteri hizmetleri ne kadar \u00f6nemliyse, ayn\u0131 derecede \u00f6nemli bir \u00f6l\u00e7\u00fc de vard\u0131r: m\u00fc\u015fteri deneyimi (CX).\u00a0M\u00fc\u015fteri deneyimi, bir m\u00fc\u015fterinin markan\u0131zla olan her etkile\u015fimini i\u00e7erir.\u00a0M\u00fc\u015fterileriniz, \u00fcr\u00fcnleriniz, hizmetleriniz ve genel markan\u0131z hakk\u0131nda alg\u0131lar ve g\u00f6r\u00fc\u015fler olu\u015fturmak i\u00e7in bu etkile\u015fimleri kullan\u0131r.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">M\u00fc\u015fteri deneyimini \u00f6l\u00e7mek ve iyile\u015ftirmeye odaklanmak, marka sadakatini ve m\u00fc\u015fteriyi elde tutmay\u0131 art\u0131rman\u0131n \u00f6nemli bir ad\u0131m\u0131d\u0131r.\u00a0Bunu anlaman\u0131za yard\u0131mc\u0131 olmas\u0131 i\u00e7in m\u00fc\u015fteri deneyimine y\u00f6nelik bu k\u0131lavuzu ve m\u00fc\u015fterileriniz i\u00e7in olumlu bir deneyim olu\u015fturmak \u00fczere m\u00fc\u015fteri geri bildirim anketlerini nas\u0131l kullanabilece\u011finizi kullan\u0131n.<\/span><\/p>\n<h2><strong><span data-preserver-spaces=\"true\">M\u00fc\u015fteri deneyimi nedir?<\/span><\/strong><\/h2>\n<p><span data-preserver-spaces=\"true\">M\u00fc\u015fteri <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">deneyimi <\/span><\/a><span data-preserver-spaces=\"true\">tan\u0131m\u0131, basit\u00e7e, birbirinizle olan ili\u015fkinize dayal\u0131 olarak bir m\u00fc\u015fterinin markan\u0131z hakk\u0131nda ne d\u00fc\u015f\u00fcnd\u00fc\u011f\u00fcd\u00fcr.\u00a0Bir m\u00fc\u015fteri i\u015fletmenizle her etkile\u015fim kurdu\u011funda, mevcut g\u00f6r\u00fc\u015flerini geli\u015ftirir.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">M\u00fc\u015fteri deneyimi basit bir kavram olsa da karma\u015f\u0131k sonu\u00e7lar\u0131 vard\u0131r.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Diyelim ki favori bir ekmek markan\u0131z var.\u00a0Bu markan\u0131n ekme\u011fini \u00fcr\u00fcn\u00fcn tad\u0131 g\u00fczel oldu\u011fu, \u015firketin hay\u0131rsever oldu\u011fu ve fiyat\u0131n\u0131n uygun oldu\u011fu i\u00e7in al\u0131yorsunuz.\u00a0Markayla olan m\u00fc\u015fteri deneyiminiz iyi oldu ve size olumlu bir m\u00fc\u015fteri deneyimi b\u0131rakt\u0131.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">\u00d6te yandan, ge\u00e7mi\u015fte farkl\u0131 bir markan\u0131n ekme\u011fini denemi\u015f ve be\u011fenmi\u015f olabilirsiniz.\u00a0Bu markan\u0131n fiyatlar\u0131n\u0131n y\u00fcksek oldu\u011funu ve etik olmayan i\u015f uygulamalar\u0131na sahip oldu\u011funu ve ekme\u011fin kendisinin de pek lezzetli olmad\u0131\u011f\u0131n\u0131 \u00f6\u011frendiniz.\u00a0K\u00f6t\u00fc m\u00fc\u015fteri deneyimi sayesinde bu marka i\u015finizi kaybetti ve muhtemelen arkada\u015flar\u0131n\u0131za ve ailenize de bundan ka\u00e7\u0131nmalar\u0131n\u0131 s\u00f6yl\u00fcyorsunuz.<\/span><\/p>\n<h3><strong><span data-preserver-spaces=\"true\">M\u00fc\u015fteri deneyimi y\u00f6netimi nedir?<\/span><\/strong><\/h3>\n<p><span data-preserver-spaces=\"true\">Markan\u0131z ve m\u00fc\u015fterileriniz aras\u0131ndaki temas noktalar\u0131n\u0131 y\u00f6netme s\u00fcreci\u00a0\u00a0<\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/why-is-it-so-important-to-have-customer-experience-today\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">m\u00fc\u015fteri deneyimi y\u00f6netimidir (CXM)<\/span><\/a><span data-preserver-spaces=\"true\">.\u00a0\u0130yi m\u00fc\u015fteri deneyimi y\u00f6netimi, her bir hedef kitle i\u00e7in etkile\u015fimleri ki\u015fiselle\u015ftirir.\u00a0Amac\u0131n\u0131z, m\u00fc\u015fterilerinizin her birinin \u00f6nemli ve de\u011ferli oldu\u011funu hissettirmek olmal\u0131d\u0131r.<\/span><\/p>\n<h2><strong><span data-preserver-spaces=\"true\">Olumlu m\u00fc\u015fteri deneyiminin be\u015f faydas\u0131<\/span><\/strong><\/h2>\n<p><span data-preserver-spaces=\"true\">Bir i\u015fletme sahibi olarak, sat\u0131\u015flar\u0131 veya m\u00fc\u015fteri kazan\u0131mlar\u0131n\u0131 art\u0131rman\u0131n hayati \u00f6nem ta\u015f\u0131d\u0131\u011f\u0131n\u0131 biliyorsunuz.\u00a0Ancak, yaln\u0131zca sat\u0131\u015f metriklerine ve kesin olarak belirlenmi\u015f verilere odakland\u0131\u011f\u0131n\u0131zda, markan\u0131z\u0131n genel ba\u015far\u0131s\u0131nda zemin kaybetme riskiyle kar\u015f\u0131 kar\u015f\u0131ya kal\u0131rs\u0131n\u0131z.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">T\u00fcm m\u00fc\u015fteri deneyimine odaklanarak m\u00fc\u015fterilerle ili\u015fkiler kurars\u0131n\u0131z.\u00a0Bu sonu\u00e7ta, di\u011fer faydalar\u0131n yan\u0131 s\u0131ra artan sat\u0131\u015f ve sat\u0131n alma hedeflerinize yol a\u00e7ar.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">M\u00fc\u015fteri deneyimini nas\u0131l iyile\u015ftirece\u011finizi \u00f6\u011frenirken, iyi bir m\u00fc\u015fteri deneyiminin genellikle a\u015fa\u011f\u0131dakilere yard\u0131mc\u0131 oldu\u011funu unutmay\u0131n:<\/span><\/p>\n<h3><strong><span data-preserver-spaces=\"true\">1. Marka sadakatini art\u0131r\u0131n<\/span><\/strong><\/h3>\n<p><span data-preserver-spaces=\"true\">Y\u00fcksek kaliteli m\u00fc\u015fteri deneyimleri, daha y\u00fcksek d\u00fczeyde\u00a0\u00a0<\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/build-customer-loyalty\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">m\u00fc\u015fteri sadakati<\/span><\/a><span data-preserver-spaces=\"true\">\u00a0sa\u011flar .\u00a0Bug\u00fcn\u00fcn m\u00fc\u015fterilerinin bir\u00e7ok se\u00e7ene\u011fi var, bu nedenle markan\u0131z\u0131 en iyi tercihleri \u200b\u200bhaline getirmenin bir yolunu bulmal\u0131s\u0131n\u0131z.\u00a0M\u00fc\u015fterilerle olumlu, g\u00fcvene dayal\u0131 bir ili\u015fki kurmak, bir rakip se\u00e7mek yerine markan\u0131za geri d\u00f6nmelerini sa\u011flar.<\/span><\/p>\n<h3><strong><span data-preserver-spaces=\"true\">2. M\u00fc\u015fteri kayb\u0131n\u0131 azalt\u0131n<\/span><\/strong><\/h3>\n<p><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/customer-churn\/\" target=\"_blank\" rel=\"noopener noreferrer\" data-wplink-edit=\"true\"><span data-preserver-spaces=\"true\">M\u00fc\u015fteri kayb\u0131<\/span><\/a><span data-preserver-spaces=\"true\">, mevcut bir m\u00fc\u015fteri art\u0131k i\u015fletmenizle etkile\u015fime girmedi\u011finde meydana gelir.\u00a0Bu m\u00fc\u015fteri \u00fcr\u00fcn\u00fcn\u00fcz\u00fc almay\u0131 b\u0131rakt\u0131 ve ayr\u0131ca i\u015fletmenizle ili\u015fkisini sonland\u0131rd\u0131.\u00a0Y\u00fcksek m\u00fc\u015fteri kay\u0131p oran\u0131, i\u015fletmenizle ileti\u015fimi kesen \u00e7ok say\u0131da m\u00fc\u015fteriniz oldu\u011fu anlam\u0131na gelir.\u00a0Mevcut m\u00fc\u015fterileri elde tutmak yenilerini bulmaktan \u00e7ok daha ucuz ve kolay oldu\u011fundan, m\u00fc\u015fteri kayb\u0131n\u0131z\u0131 azaltmak ba\u015far\u0131n\u0131z i\u00e7in \u00f6nemlidir.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Onlara harika bir m\u00fc\u015fteri deneyimi sunmak i\u00e7in m\u00fc\u015fterilerinizin ihtiya\u00e7 ve isteklerini ele al\u0131n.\u00a0Bu, m\u00fc\u015fterilerin tekrarlanmas\u0131na yol a\u00e7acakt\u0131r.<\/span><\/p>\n<h3><strong><span data-preserver-spaces=\"true\">3. Marka savunucular\u0131 olu\u015fturun<\/span><\/strong><\/h3>\n<p><span data-preserver-spaces=\"true\">Markan\u0131z\u0131n savunucular\u0131 sad\u0131k m\u00fc\u015fteri taban\u0131n\u0131z\u0131n bir par\u00e7as\u0131d\u0131r.\u00a0Bununla birlikte, marka savunucular\u0131 marka sadakatini bir sonraki seviyeye ta\u015f\u0131yor.\u00a0Avukatlar, \u00fcr\u00fcnlerinizi sat\u0131n alman\u0131n veya hizmetlerinizi kullanman\u0131n yan\u0131 s\u0131ra ailenize, arkada\u015flar\u0131n\u0131za ve tan\u0131d\u0131klar\u0131n\u0131za i\u015fletmeniz hakk\u0131nda bilgi vermeye de \u00f6nem verir.\u00a0Kulaktan kula\u011fa pazarlama hala mevcut en etkili stratejilerden biri, bu y\u00fczden ekstra yol kat etmeye ve yeni bir savunucu olu\u015fturmaya de\u011fer.<\/span><\/p>\n<h3><strong><span data-preserver-spaces=\"true\">4. M\u00fc\u015fteri endi\u015felerini giderin<\/span><\/strong><\/h3>\n<p><span data-preserver-spaces=\"true\">\u0130\u015fletmeniz bir noktada olumsuz geri bildirimlerle kar\u015f\u0131la\u015facak.\u00a0Bu geri bildirimle ne yapt\u0131\u011f\u0131n\u0131z, markan\u0131z\u0131n gelece\u011fi i\u00e7in \u00f6nemlidir.\u00a0M\u00fc\u015fteri deneyiminin bir par\u00e7as\u0131,\u00a0\u00a0<\/span>\u00a0bir m\u00fc\u015fteri beklentilerin alt\u0131nda bir etkile\u015fime girdikten sonra\u00a0<a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/how-to-deal-with-negative-feedback-from-customers\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">olumsuz geri bildirimlerle u\u011fra\u015fmakt\u0131r.<\/span><\/a><\/p>\n<p><span data-preserver-spaces=\"true\">M\u00fc\u015fterilerle ili\u015fkiler kurdu\u011funuzda, endi\u015felerini herkese a\u00e7\u0131k olarak yay\u0131nlamak yerine do\u011frudan size g\u00f6ndermeleri daha olas\u0131d\u0131r.\u00a0Bir m\u00fc\u015fterinin k\u00f6t\u00fc bir deneyimi varsa ve size do\u011frudan geri bildirimde bulunuyorsa, bunu bir sonraki etkile\u015fimde deneyimi geli\u015ftirmek i\u00e7in kullanabilirsiniz.\u00a0M\u00fc\u015fteri deneyimini \u00f6l\u00e7mek, m\u00fc\u015fterilerinizin sahip olabilece\u011fi endi\u015feleri \u00f6nceden tahmin etmenize de olanak tan\u0131r, b\u00f6ylece sorunlar\u0131 ortaya \u00e7\u0131kmadan \u00f6nce \u00e7\u00f6zebilirsiniz.<\/span><\/p>\n<h3><strong><span data-preserver-spaces=\"true\">5. Pazar ara\u015ft\u0131rmas\u0131n\u0131 kolayla\u015ft\u0131r\u0131n<\/span><\/strong><\/h3>\n<p><span data-preserver-spaces=\"true\">M\u00fc\u015fteri odakl\u0131 bir yakla\u015f\u0131m izledi\u011finizde, i\u015fletmeniz m\u00fc\u015fterilerini do\u011fal olarak daha iyi tan\u0131r, bu da onlar\u0131n ihtiya\u00e7lar\u0131n\u0131 daha etkin bir \u015fekilde kar\u015f\u0131layabilece\u011finiz anlam\u0131na gelir.\u00a0<\/span>\u00a0Bu, m\u00fc\u015fterilerinizi ve onlar\u0131n de\u011fi\u015fikliklere nas\u0131l tepki vereceklerini zaten bildi\u011finiz i\u00e7in\u00a0<a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/what-is-market-research\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">pazar ara\u015ft\u0131rmas\u0131na<\/span><\/a>\u00a0daha az zaman ay\u0131rman\u0131za olanak tan\u0131r\u00a0 .<\/p>\n<h2><strong><span data-preserver-spaces=\"true\">Anketler arac\u0131l\u0131\u011f\u0131yla m\u00fc\u015fteri deneyimini \u00f6l\u00e7mek<\/span><\/strong><\/h2>\n<p><span data-preserver-spaces=\"true\">M\u00fc\u015fterilere anket g\u00f6ndermek, m\u00fc\u015fteri deneyimini izlemenin en kolay ve en etkili yollar\u0131ndan biridir.\u00a0<\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/client-satisfaction-survey-questions\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">M\u00fc\u015fteri geri bildirim anketleri<\/span><\/a><span data-preserver-spaces=\"true\">\u00a0\u00a0, y\u00fcz y\u00fcze g\u00f6r\u00fc\u015fmeler veya odak gruplar\u0131 \u00e7al\u0131\u015ft\u0131rman\u0131n ek maliyeti olmadan b\u00fcy\u00fck miktarda veri yakalaman\u0131za olanak tan\u0131r.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Anketlerle m\u00fc\u015fteri deneyimini \u00f6l\u00e7menizin nedenleri \u015funlard\u0131r:<\/span><\/p>\n<ul>\n<li><strong><span data-preserver-spaces=\"true\">Ekonomik:<\/span><\/strong><span data-preserver-spaces=\"true\">\u00a0\u00a0\u00c7evrimi\u00e7i anket platformlar\u0131, geri bildirim anketleri olu\u015fturmay\u0131 ve g\u00f6ndermeyi kolay ve uygun maliyetli hale getirir.<\/span><\/li>\n<li><strong><span data-preserver-spaces=\"true\">Kolay izleme:<\/span><\/strong><span data-preserver-spaces=\"true\">\u00a0\u00a0Anketinizi kimin a\u00e7t\u0131\u011f\u0131n\u0131 ve tamamlad\u0131\u011f\u0131n\u0131 g\u00f6rebilir, ayr\u0131ca kat\u0131lmayanlara hat\u0131rlat\u0131c\u0131 g\u00f6nderebilirsiniz.<\/span><\/li>\n<li><strong><span data-preserver-spaces=\"true\">Daha fazla ki\u015fiye ula\u015f\u0131n:<\/span><\/strong><span data-preserver-spaces=\"true\">\u00a0\u00a0G\u00f6r\u00fc\u015fmeler ve odak gruplar\u0131, size geri bildirimde bulunan m\u00fc\u015fterilerin say\u0131s\u0131n\u0131 s\u0131n\u0131rlar.\u00a0<\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/email-survey-software.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">Anketler, e-posta anketleri<\/span><\/a>, SMS ve web sitenize yerle\u015ftirilmi\u015f anketler\u00a0arac\u0131l\u0131\u011f\u0131yla m\u00fc\u015fteri taban\u0131n\u0131z\u0131n \u00e7o\u011funa ula\u015fman\u0131z\u0131 sa\u011flar\u00a0 .<\/li>\n<li><strong><span data-preserver-spaces=\"true\">Verimli:<\/span><\/strong><span data-preserver-spaces=\"true\">\u00a0\u00a0\u00c7evrimi\u00e7i bir platform arac\u0131l\u0131\u011f\u0131yla anketler olu\u015fturmak ve g\u00f6ndermek, ald\u0131\u011f\u0131n\u0131z verilere odaklanabilmeniz i\u00e7in s\u00fcreci kolayla\u015ft\u0131r\u0131r.<\/span><\/li>\n<li><strong><span data-preserver-spaces=\"true\">Ger\u00e7ek zamanl\u0131 sonu\u00e7lar:<\/span><\/strong><span data-preserver-spaces=\"true\">\u00a0\u00a0M\u00fc\u015fterileriniz anketi tamamlarken anketinize verilen yan\u0131tlar\u0131 g\u00f6r\u00fcn.\u00a0Endi\u015feleri hemen yakalay\u0131p giderebileceksiniz.<\/span><\/li>\n<li><strong><span data-preserver-spaces=\"true\">Kullan\u0131c\u0131 dostu: \u00c7evrimi\u00e7i bir anket platformu, \u00f6zel bir\u00a0<\/span><\/strong><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/survey-templates\/client-experience-survey-questions\/\" target=\"_blank\" rel=\"noopener noreferrer\">m\u00fc\u015fteri deneyimi anketi<\/a>\u00a0olu\u015fturmay\u0131 \u00a0ve sonu\u00e7lar\u0131n\u0131z\u0131 analiz etmeyi\u00a0<span data-preserver-spaces=\"true\">\u00a0kolayla\u015ft\u0131r\u0131r\u00a0 .<\/span><\/li>\n<\/ul>\n<h2><strong><span data-preserver-spaces=\"true\">M\u00fc\u015fteri deneyimini \u00f6l\u00e7mek i\u00e7in en iyi be\u015f anket \u00f6zelli\u011fi<\/span><\/strong><\/h2>\n<p><span data-preserver-spaces=\"true\">M\u00fc\u015fteri deneyimini \u00f6l\u00e7mek i\u00e7in \u00f6nerilen birka\u00e7 anket \u00f6zelli\u011fi vard\u0131r.\u00a0Bu \u00f6zellik kombinasyonu, m\u00fc\u015fteri deneyiminizin do\u011fru bir resmini olu\u015fturman\u0131za yard\u0131mc\u0131 olacakt\u0131r.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">M\u00fc\u015fterilerinizin markan\u0131z\u0131 nas\u0131l alg\u0131lad\u0131\u011f\u0131n\u0131 \u00f6\u011frendikten sonra, bir CXM plan\u0131 olu\u015fturmaya ba\u015flayabilir ve m\u00fc\u015fteri deneyimini nas\u0131l iyile\u015ftirece\u011finize odaklanabilirsiniz.<\/span><\/p>\n<h3><strong><span data-preserver-spaces=\"true\">1. Net Tavsiye Skoru (NPS)<\/span><\/strong><\/h3>\n<p><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/features\/net-promoter-score.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">Net tavsiye skoru (NPS)<\/span><\/a><span data-preserver-spaces=\"true\">, bir m\u00fc\u015fterinin marka sadakatini \u00f6l\u00e7meye yard\u0131mc\u0131 olan tek bir sorudur.\u00a0Ayr\u0131ca markan\u0131z\u0131n savunucular\u0131n\u0131 da tan\u0131mlar.\u00a0Soruda, kat\u0131l\u0131mc\u0131lardan arkada\u015flar\u0131na ve ailelerine bir marka \u00f6nerme olas\u0131l\u0131klar\u0131n\u0131 de\u011ferlendirmeleri isteniyor.\u00a0Bir NPS anketi, 0-10 aras\u0131nda bir \u00f6l\u00e7ek kullan\u0131r; s\u0131f\u0131r, markan\u0131z\u0131 \u00f6nermek i\u00e7in \u00c7ok Muhtemel ve 10, markan\u0131z\u0131 \u00f6nermek i\u00e7in \u00c7ok Olas\u0131 olmak \u00fczere.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">M\u00fc\u015fteriler cevaplar\u0131na g\u00f6re s\u0131n\u0131fland\u0131r\u0131l\u0131r.\u00a0\u00dcr\u00fcnlerinizi \u00f6nerme olas\u0131l\u0131\u011f\u0131 y\u00fcksek olan m\u00fc\u015fteriler 9 veya 10 olarak derecelendirilmi\u015ftir. Bu m\u00fc\u015fteriler, Destekleyiciler olarak bilinir.\u00a07 veya 8 ile cevap verenler Pasif m\u00fc\u015fteri olarak kabul edilir.\u00a0Pasif m\u00fc\u015fteriler genellikle iyi bir deneyime sahiptir, ancak i\u015fletmenizi aktif olarak tan\u0131tmak i\u00e7in yeterli de\u011fildir.\u00a0Son olarak, 0-6 aras\u0131ndaki puanlar Detractors&#8217;tan gelir.\u00a0K\u00f6t\u00fcleyenler iyi bir deneyim ya\u015famad\u0131lar ve deneyimlerine ba\u011fl\u0131 olarak aile ve arkada\u015flar\u0131n uzak durmas\u0131n\u0131 tavsiye edebilirler.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Etkinli\u011fini en \u00fcst d\u00fczeye \u00e7\u0131karmak i\u00e7in NPS&#8217;yi ne zaman kulland\u0131\u011f\u0131n\u0131z\u0131 \u00f6zelle\u015ftirebilirsiniz.\u00a0\u00d6rne\u011fin, bir m\u00fc\u015fteri sat\u0131n alma i\u015flemi yapt\u0131ktan hemen sonra bir NPS sorusu g\u00f6nderin, \u00e7\u00fcnk\u00fc bu, marka sadakatini \u00f6l\u00e7meye ve savunucular\u0131n\u0131z\u0131 belirlemeye yard\u0131mc\u0131 olmak i\u00e7in iyi bir ba\u015flang\u0131\u00e7 \u200b\u200bnoktas\u0131d\u0131r.<\/span><\/p>\n<h3><strong><span data-preserver-spaces=\"true\">2. M\u00fc\u015fteri Memnuniyet Skoru (CSAT)<\/span><\/strong><\/h3>\n<p><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/customer-satisfaction.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">M\u00fc\u015fteri memnuniyeti<\/span><\/a> metri\u011fi ,\u00a0\u00a0<span data-preserver-spaces=\"true\">bir m\u00fc\u015fterinin bir marka, \u00fcr\u00fcn veya hizmet i\u00e7in sahip oldu\u011fu genel duyguya bakar.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">\u00c7o\u011fu CSAT sorusu, m\u00fc\u015fteriden i\u015flem gibi belirli bir olaydan sonra deneyimlerini derecelendirmesini ister.\u00a0\u00d6rne\u011fin, bir restoran\u0131n\u0131z var ve garsonlar\u0131n\u0131z\u0131n nas\u0131l performans g\u00f6sterdi\u011fini \u00f6\u011frenmek istiyorsunuz.\u00a0M\u00fc\u015fterilerinize ziyaretlerinden hemen sonra bir anket g\u00f6nderiyorsunuz ve onlardan m\u00fc\u015fteri hizmetlerinden memnuniyetlerini de\u011ferlendirmelerini istiyorsunuz.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Bir CSAT sorusunun yan\u0131tlar\u0131, Son Derece Memnun De\u011fil ile Son Derece Memnun aras\u0131nda de\u011fi\u015fir.\u00a0Bu veriler, m\u00fc\u015fterilerin yolculuklar\u0131 boyunca en iyi ve en k\u00f6t\u00fc deneyimleri nerede ya\u015fad\u0131klar\u0131n\u0131 anlaman\u0131za yard\u0131mc\u0131 olur.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Restoran \u00f6rne\u011fine devam etmek gerekirse, m\u00fc\u015fterilere garsonunuzla ilgili memnuniyetleri soruldu\u011funda CSAT puanlar\u0131n\u0131z d\u00fc\u015ferse, bu bilgileri garsonlar\u0131n\u0131z i\u00e7in m\u00fc\u015fteri hizmetleri e\u011fitimi olu\u015fturmaya yard\u0131mc\u0131 olmas\u0131 i\u00e7in kullanabilirsiniz.<\/span><\/p>\n<h3><strong><span data-preserver-spaces=\"true\">3. M\u00fc\u015fteri Efor Skoru (CES)<\/span><\/strong><\/h3>\n<p><span data-preserver-spaces=\"true\">CSAT gibi,\u00a0\u00a0<\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/customer-effort-score\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">M\u00fc\u015fteri Efor Skoru (CES)<\/span><\/a><span data-preserver-spaces=\"true\">, m\u00fc\u015fterilerinizin memnuniyetini veya daha spesifik olarak markan\u0131zla bir i\u015flemi tamamlama kolayl\u0131\u011f\u0131n\u0131 \u00f6l\u00e7er.\u00a0Bu, bir sat\u0131n alma i\u015flemi ger\u00e7ekle\u015ftirmenin, bir m\u00fc\u015fteri hizmetleri sorununu \u00e7\u00f6zmenin ve hatta web sitenizde gezinmenin ne kadar kolay oldu\u011funu i\u00e7erebilir.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Genel olarak, bir m\u00fc\u015fterinin bir sorunu \u00e7\u00f6zmek i\u00e7in ne kadar \u00e7ok \u00e7aba g\u00f6stermesi gerekiyorsa, bir dahaki sefere ba\u015fka bir yerden al\u0131\u015fveri\u015f yapma olas\u0131l\u0131klar\u0131 o kadar artar.\u00a0Ancak, daha az \u00e7aba her zaman daha y\u00fcksek sadakate yol a\u00e7maz.\u00a0Bu, m\u00fc\u015fterileriniz i\u00e7in i\u015flemleri kolayla\u015ft\u0131rmak i\u00e7in \u00e7aba g\u00f6stermeniz gerekti\u011fi anlam\u0131na gelir, ancak sadakati art\u0131ran bir m\u00fc\u015fteri deneyimi yaratmak i\u00e7in her \u015feyin \u00f6tesine ge\u00e7meniz gerekir.<\/span><\/p>\n<h3><strong><span data-preserver-spaces=\"true\">4. A\u00e7\u0131k u\u00e7lu sorular<\/span><\/strong><\/h3>\n<p><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/what-are-open-ended-questions\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">M\u00fc\u015fteri deneyimi anketlerinize a\u00e7\u0131k u\u00e7lu sorular<\/span><\/a>\u00a0eklemek\u00a0\u00a0<span data-preserver-spaces=\"true\">\u00a0, m\u00fc\u015fterilerinize g\u00f6r\u00fc\u015flerini geni\u015fletme f\u0131rsat\u0131 verir.\u00a0Bir\u00e7ok i\u015fletme, bir m\u00fc\u015fteri deneyimi derecelendirmesinden sonra a\u00e7\u0131k u\u00e7lu bir sorunun, iyile\u015ftirme alanlar\u0131n\u0131 belirlemelerine yard\u0131mc\u0131 oldu\u011funu bulur.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Restoran \u00f6rne\u011finde, m\u00fc\u015fterilerden garsonlarla olan deneyimlerini de\u011ferlendirmelerini istersiniz.\u00a0Ard\u0131ndan, puanlar\u0131n\u0131 a\u00e7\u0131klamalar\u0131n\u0131 isteyen a\u00e7\u0131k u\u00e7lu bir soru soruyorsunuz.\u00a0Bir\u00e7ok m\u00fc\u015fterinin hizmetin yeterince h\u0131zl\u0131 olmad\u0131\u011f\u0131n\u0131 d\u00fc\u015f\u00fcnd\u00fc\u011f\u00fcn\u00fc \u00f6\u011freniyorsunuz.\u00a0Ard\u0131ndan, m\u00fc\u015fterilere hizmet verirken verimlili\u011fi art\u0131rmak i\u00e7in ekibinizle birlikte \u00e7al\u0131\u015fabilirsiniz.<\/span><\/p>\n<h3><strong><span data-preserver-spaces=\"true\">5. Rapor olu\u015fturma ve payla\u015fma<\/span><\/strong><\/h3>\n<p><span data-preserver-spaces=\"true\">Soru t\u00fcrleri, bir m\u00fc\u015fteri deneyimi anketinin tek \u00f6nemli par\u00e7as\u0131 de\u011fildir.\u00a0Toplad\u0131\u011f\u0131n\u0131z verileri analiz edebilmeniz gerekir.\u00a0<\/span>\u00a0Analitik raporlama ve raporlar\u0131 ve verileri payla\u015fma olana\u011f\u0131 sunan bir\u00a0<a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">anket platformu<\/span><\/a> se\u00e7in. <span data-preserver-spaces=\"true\">Rapor payla\u015f\u0131m\u0131, anketlerinizin bulgular\u0131n\u0131 sergilemek i\u00e7in di\u011fer karar vericiler ve ekip \u00fcyeleriyle ileti\u015fim kurman\u0131za olanak tan\u0131r.<\/span><\/p>\n<h2><strong><span data-preserver-spaces=\"true\">M\u00fc\u015fteri deneyimi nas\u0131l iyile\u015ftirilir<\/span><\/strong><\/h2>\n<p><span data-preserver-spaces=\"true\">M\u00fc\u015fteri deneyiminin daha iyi anla\u015f\u0131lmas\u0131yla, m\u00fc\u015fteri deneyiminin nas\u0131l iyile\u015ftirilece\u011fine bakman\u0131n zaman\u0131 geldi.\u00a0M\u00fc\u015fteri deneyiminin b\u00fcy\u00fck bir avantaj\u0131, genellikle onu geli\u015ftirmek i\u00e7in \u00e7ok fazla para yat\u0131rman\u0131za veya i\u015f sistemlerinizi elden ge\u00e7irmenize gerek kalmamas\u0131d\u0131r.\u00a0\u0130\u015finizi y\u00fcr\u00fctmek i\u00e7in sadece m\u00fc\u015fteri odakl\u0131 bir yakla\u015f\u0131m benimsemeniz yeterlidir.<\/span><\/p>\n<p><strong><span data-preserver-spaces=\"true\">M\u00fc\u015fterileri dinleyin<\/span><\/strong><\/p>\n<p><span data-preserver-spaces=\"true\">Anketler, m\u00fc\u015fterilerinizin g\u00f6r\u00fc\u015flerini toplaman\u0131za yard\u0131mc\u0131 olur, ancak m\u00fc\u015fterilerin s\u00f6ylediklerini dinlemezseniz yard\u0131mc\u0131 olmazlar.\u00a0T\u00fcm kitlenizin markan\u0131z hakk\u0131nda ne d\u00fc\u015f\u00fcnd\u00fc\u011f\u00fc hakk\u0131nda bir fikir edinmek i\u00e7in birden fazla kaynaktan yan\u0131t toplad\u0131\u011f\u0131n\u0131zdan emin olun.\u00a0Bu, farkl\u0131 demografileri yakalamak i\u00e7in bir sosyal medya anketinin yan\u0131 s\u0131ra bir e-posta anketi i\u00e7erebilir.<\/span><\/p>\n<p><strong><span data-preserver-spaces=\"true\">Geri bildirime g\u00f6re hareket edin<\/span><\/strong><\/p>\n<p><span data-preserver-spaces=\"true\">Anketlerinizin sonu\u00e7lar\u0131, m\u00fc\u015fterilerinizin markan\u0131zla etkile\u015fimleri hakk\u0131nda nas\u0131l hissettikleri hakk\u0131nda size bir fikir verecektir.\u00a0Deneyimi geli\u015ftirmek i\u00e7in s\u00fcre\u00e7lerinizi ve m\u00fc\u015fteri hizmetlerinizi iyile\u015ftirmek i\u00e7in bu geri bildirimi kullan\u0131n.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Sadece olumsuz geri bildirimleri de beklememelisiniz.\u00a0Sorun haline gelmeden \u00f6nce sorunlu noktalar\u0131 belirlemenize yard\u0131mc\u0131 olmas\u0131 i\u00e7in m\u00fc\u015fteri deneyimi yan\u0131tlar\u0131n\u0131zda e\u011filimleri aray\u0131n.\u00a0\u00d6rne\u011fin, bir\u00e7ok m\u00fc\u015fterinin perakende ma\u011faza fiyatlar\u0131n\u0131z\u0131 \u00e7ok y\u00fcksek g\u00f6rd\u00fc\u011f\u00fcn\u00fc fark ettiniz.\u00a0Bu m\u00fc\u015fterileri bir rakibe gitmeden \u00f6nce elde tutmaya yard\u0131mc\u0131 olmak i\u00e7in yeni \u00fcr\u00fcnler sa\u011flayabilir veya \u00f6zel, s\u0131n\u0131rl\u0131 s\u00fcreli indirimler sunabilirsiniz.<\/span><\/p>\n<p><strong><span data-preserver-spaces=\"true\">Bir ad\u0131m daha ileri git<\/span><\/strong><\/p>\n<p><span data-preserver-spaces=\"true\">Hi\u00e7bir \u015fey m\u00fc\u015fteri deneyimini ekstra yol kat eden bir i\u015fletme kadar iyile\u015ftiremez.\u00a0En iyi yan\u0131, k\u00fc\u00e7\u00fck bir hareketin ne kadar yard\u0131mc\u0131 olabilece\u011fidir.\u00a0\u00c7al\u0131\u015fanlar\u0131 m\u00fc\u015fterilerle ki\u015fisel ba\u011flant\u0131lar kurmaya ve beklenenden daha y\u00fcksek d\u00fczeyde hizmet sunmaya te\u015fvik edin.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Bir m\u00fc\u015fterinin giyim ma\u011fazan\u0131zdaki elbise b\u00f6l\u00fcm\u00fcn\u00fc bulmak i\u00e7in yard\u0131m istedi\u011fini varsayal\u0131m.\u00a0\u00c7al\u0131\u015fan\u0131n\u0131z\u0131n, sorununu \u00e7\u00f6zmek i\u00e7in m\u00fc\u015fteriyi do\u011fru y\u00f6ne y\u00f6nlendirmesi yeterlidir.\u00a0Bununla birlikte, m\u00fc\u015fteriyi b\u00f6lgeye y\u00f6nlendirebilir ve belirli bir stil bulmalar\u0131na yard\u0131mc\u0131 olabilir ve m\u00fc\u015fterinin ma\u011faza personeli hakk\u0131ndaki g\u00f6r\u00fc\u015flerini destekleyebilirler.<\/span><\/p>\n<h3><strong><span data-preserver-spaces=\"true\">G\u00fc\u00e7l\u00fc bir CX platformundan yararlan\u0131n<\/span><\/strong><\/h3>\n<p><span data-preserver-spaces=\"true\">QuestionPro, m\u00fc\u015fteri deneyimini y\u00f6netmenize yard\u0131mc\u0131 olacak sa\u011flam bir \u00e7evrimi\u00e7i platform sunar.\u00a0<\/span>Yaz\u0131l\u0131m\u0131m\u0131z\u0131n marka sadakatini art\u0131rman\u0131za ve m\u00fc\u015fterilerin geri gelmesini sa\u011flaman\u0131za nas\u0131l yard\u0131mc\u0131 olabilece\u011fini g\u00f6rmek\u00a0i\u00e7in QuestionPro\u00a0<a href=\"https:\/\/www.questionpro.com\/cx\/\">m\u00fc\u015fteri deneyimi platformunda<\/a><span data-preserver-spaces=\"true\">\u00a0canl\u0131 bir tura kat\u0131l\u0131n.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>M\u00fc\u015fteri hizmetleri, \u015firketinizin en \u00f6nemli y\u00f6nlerinden biridir.\u00a0\u00c7al\u0131\u015fanlar\u0131n\u0131zdan gelen k\u00f6t\u00fc hizmet, m\u00fc\u015fterileri uzakla\u015ft\u0131rabilir ve k\u00f6t\u00fc incelemelere yol a\u00e7abilir. Bir i\u015fletme i\u00e7in [&hellip;]<\/p>\n","protected":false},"author":39,"featured_media":91353,"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":[239],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Eksiksiz m\u00fc\u015fteri deneyimi k\u0131lavuzu (CX) | QuestionPro<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri hizmetleri, \u015firketinizin en \u00f6nemli y\u00f6nlerinden biridir.\u00a0\u00c7al\u0131\u015fanlar\u0131n\u0131zdan gelen k\u00f6t\u00fc hizmet, m\u00fc\u015fterileri uzakla\u015ft\u0131rabilir ve k\u00f6t\u00fc incelemelere yol\" \/>\n<meta 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