{"id":398815,"date":"2022-07-01T00:14:21","date_gmt":"2022-07-01T07:14:21","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=398815"},"modified":"2024-05-27T07:26:33","modified_gmt":"2024-05-27T14:26:33","slug":"customer-touchpoints","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/customer-touchpoints\/","title":{"rendered":"M\u00fc\u015fteri temas noktalar\u0131na y\u00f6nelik bir rehber: Tan\u0131mlar, \u00f6rnekler ve daha fazlas\u0131!"},"content":{"rendered":"<div class=\"entry__content\">\n<p>Zengin bir\u00a0<a href=\"https:\/\/www.questionpro.com\/blog\/complete-guide-to-customer-experience\/\">m\u00fc\u015fteri deneyimi (CX)<\/a>\u00a0sa\u011flamak her markan\u0131n arzusudur ve bu y\u00f6nde say\u0131s\u0131z \u00e7aba harcarlar.\u00a0Bu, yaln\u0131zca her temas noktas\u0131nda m\u00fc\u015fterilerin \u00e7\u0131karlar\u0131n\u0131 g\u00f6z \u00f6n\u00fcnde bulundurdu\u011funuzda m\u00fcmk\u00fcnd\u00fcr.\u00a0<a href=\"https:\/\/www.questionpro.com\/customer-satisfaction.html\">Harika bir \u00fcr\u00fcn olu\u015fturmak veya harika bir hizmet sunmak, m\u00fc\u015fteri memnuniyetinizi<\/a>\u00a0veya CX giri\u015fimlerinizi\u00a0olu\u015fturan veya bozan tek \u015fey de\u011fildir .\u00a0Web sitesi, faturaland\u0131rma, teslimat, destek vb. gibi unsurlar\u0131n bir toplam\u0131d\u0131r.<\/p>\n<h2>M\u00fc\u015fteri temas noktalar\u0131 ne anlama geliyor?<\/h2>\n<p>M\u00fc\u015fteri temas noktalar\u0131, markan\u0131z\u0131n m\u00fc\u015fterilerle ba\u015ftan sona etkile\u015fimde bulundu\u011fu \u00e7e\u015fitli a\u015famalar veya noktalard\u0131r.\u00a0Bu \u00f6rne\u011fi ele alal\u0131m.\u00a0Birisi internette yeni bir spor ayakkab\u0131 reklam\u0131 g\u00f6rd\u00fc, ayr\u0131nt\u0131lar i\u00e7in markan\u0131n web sitesini ziyaret etti, baz\u0131 m\u00fc\u015fteri incelemeleri web sitesindeki incelemelere bakt\u0131, yerel bir ma\u011fazan\u0131n adresi i\u00e7in destek veya servis temsilcinizle ileti\u015fime ge\u00e7ti ve sat\u0131n ald\u0131.\u00a0Sat\u0131n alma i\u015flemi fiziksel ma\u011fazan\u0131zda yap\u0131ld\u0131, ancak yolculuk bir reklamla \u00e7evrimi\u00e7i olarak ba\u015flad\u0131 ve \u00e7e\u015fitli ortamlardan ge\u00e7ti.\u00a0Bu nedenle t\u00fcm m\u00fc\u015fteri temas noktalar\u0131n\u0131z \u00f6nemlidir ve m\u00fc\u015fterilere do\u011fru hizmet vermek i\u00e7in tasarlanm\u0131\u015ft\u0131r.\u00a0<a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-map\/\" target=\"_blank\" rel=\"noopener\">M\u00fc\u015fterilerinizin m\u00fc\u015fteri yolculu\u011funun<\/a>\u00a0hangi a\u015famas\u0131nda bulundu\u011funa ba\u011fl\u0131\u00a0olarak, m\u00fc\u015fteri temas noktalar\u0131 3 b\u00f6l\u00fcme ayr\u0131l\u0131r:<\/p>\n<ul>\n<li>sat\u0131n almadan \u00f6nce<\/li>\n<li>Sat\u0131n alma s\u0131ras\u0131nda<\/li>\n<li>Sat\u0131n ald\u0131ktan sonra<\/li>\n<\/ul>\n<h3>T\u00fcketici temas noktalar\u0131\u00a0neden\u00a0\u00f6nemlidir?<b>\u00a0<\/b><\/h3>\n<p>T\u00fcketiciler ve markan\u0131z aras\u0131ndaki etkile\u015fimleri ve kar\u015f\u0131la\u015fmalar\u0131 nas\u0131l sa\u011flad\u0131klar\u0131ndan daha \u00f6nce bahsetmi\u015ftik.\u00a0Ancak bunun \u015firketiniz \u00fczerinde pratik bir perspektiften nas\u0131l bir etkisi var?<\/p>\n<p>Bu \u00fc\u00e7 nedeni g\u00f6z \u00f6n\u00fcnde bulundurun:<\/p>\n<ul>\n<li>M\u00fc\u015fteri temas noktalar\u0131\u00a0, markan\u0131z\u0131 ke\u015ffetmekten sad\u0131k bir m\u00fc\u015fteri olmaya kadar olan yolculuklar\u0131nda t\u00fcketiciler i\u00e7in belirleyici fakt\u00f6rd\u00fcr.\u00a0T\u00fcketicilerle ili\u015fkinizde temas noktalar\u0131 i\u00e7ermeyen hi\u00e7bir a\u015fama yoktur, bu nedenle bu anlar\u0131 nas\u0131l planlad\u0131\u011f\u0131n\u0131z ve yaratt\u0131\u011f\u0131n\u0131z, m\u00fc\u015fteri edinme ve elde tutma sonu\u00e7lar\u0131n\u0131z\u0131 sa\u011flayabilir veya bozabilir.<\/li>\n<\/ul>\n<ul>\n<li>M\u00fc\u015fteri temas noktalar\u0131\u00a0, demografik ve bireysel t\u00fcketicileriniz i\u00e7in \u00f6zelle\u015ftirilebilir.\u00a0Bu, pazarlamac\u0131lar ve \u00fcr\u00fcn geli\u015ftiriciler i\u00e7in faydal\u0131d\u0131r \u00e7\u00fcnk\u00fc tek bir tek par\u00e7a yol olu\u015fturman\u0131z ve her temas noktas\u0131yla tam da onlardan bekledi\u011finiz gibi etkile\u015fime giremeyecek t\u00fcketicileri ka\u00e7\u0131rman\u0131z gerekmez.\u00a0\u00c7evik olmak i\u00e7in yer var ve bu harika bir haber.<\/li>\n<\/ul>\n<ul>\n<li>M\u00fc\u015fteri temas noktalar\u0131\u00a0, ilerlemenizi \u00f6l\u00e7menize ve izlemenize yard\u0131mc\u0131 olabilir.\u00a0Bir sonraki b\u00f6l\u00fcmde, markan\u0131z i\u00e7in temas noktalar\u0131n\u0131 kolayla\u015ft\u0131rmak i\u00e7in olu\u015fturabilece\u011finiz \u00e7e\u015fitli varl\u0131klar\u0131 a\u00e7\u0131kl\u0131yoruz.\u00a0Video g\u00f6r\u00fcnt\u00fclemeleri, arama s\u0131ralamalar\u0131, sayfada ge\u00e7irilen s\u00fcre veya t\u0131klamalar olsun, her bir ara\u00e7la etkile\u015fimi nas\u0131l \u00f6l\u00e7ebilece\u011finizi h\u0131zl\u0131 bir \u015fekilde anlayacaks\u0131n\u0131z.\u00a0T\u00fcketici temas noktalar\u0131ndan gelen verileri \u00f6l\u00e7t\u00fc\u011f\u00fcn\u00fczde, daha fazla ba\u015far\u0131 i\u00e7in i\u00e7eri\u011fi d\u00fczenleyebilir ve stratejinizi geli\u015ftirebilirsiniz.<\/li>\n<\/ul>\n<h3>M\u00fc\u015fteri temas noktas\u0131 \u00f6rnekleri<b>\u00a0<\/b><\/h3>\n<p>Art\u0131k hangi temas noktalar\u0131n\u0131n oldu\u011funu bildi\u011fimize g\u00f6re, m\u00fc\u015fteri yolculu\u011funa dayal\u0131 baz\u0131 \u00f6nemli noktalara bakal\u0131m.<\/p>\n<h4><b>Sat\u0131n Almadan \u00d6nce<\/b><\/h4>\n<h5>\u00c7evrimi\u00e7i reklamlar<\/h5>\n<p>Dijital banner reklamlar olarak da bilinen bu reklamlar, \u00e7e\u015fitli web sitelerinde yan, alt veya \u00fcstte g\u00f6rd\u00fc\u011f\u00fcn\u00fcz reklamlard\u0131r.\u00a0Bu, trafi\u011fi art\u0131rmaya yard\u0131mc\u0131 olan ve web sitenize y\u00f6nlendiren etkili bir temas noktas\u0131d\u0131r.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-107439 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/display-ad-example-1-1-1.png\" sizes=\"(max-width: 1603px) 100vw, 1603px\" srcset=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/display-ad-example-1-1-1.png 1603w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/display-ad-example-1-1-1-300x152.png 300w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/display-ad-example-1-1-1-450x227.png 450w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/display-ad-example-1-1-1-768x388.png 768w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/display-ad-example-1-1-1-1536x776.png 1536w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/display-ad-example-1-1-1-992x501.png 992w\" alt=\"g\u00f6r\u00fcnt\u00fcl\u00fc reklam \u00f6rne\u011fi\" width=\"1603\" height=\"810\" \/><\/p>\n<p>Kaynak: Monumetric<\/p>\n<h5>Sosyal medya<\/h5>\n<p>Instagram, LinkedIn, Twitter, Facebook, Pinterest gibi sosyal medya kanallar\u0131 ile binlerce ki\u015fiye veya potansiyel m\u00fc\u015fteriye ula\u015fabilirsiniz.\u00a0Bu ki\u015fileri g\u00f6nderiler, hashtag&#8217;ler, \u00fccretli reklamlar vb. arac\u0131l\u0131\u011f\u0131yla hedefleyebilirsiniz ve olduk\u00e7a kullan\u0131\u015fl\u0131 m\u00fc\u015fteri kazan\u0131m\u0131 i\u00e7in gelir.\u00a0Sadece bu de\u011fil, ayn\u0131 zamanda ili\u015fkiler kurmak, m\u00fc\u015fteri incelemelerine dikkat etmek, marka itibar\u0131n\u0131 art\u0131rmak vb.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-107446 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/pasted-image-0-1-1.png\" sizes=\"(max-width: 756px) 100vw, 756px\" srcset=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/pasted-image-0-1-1.png 756w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/pasted-image-0-1-1-300x262.png 300w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/pasted-image-0-1-1-450x393.png 450w\" alt=\"sosyal medya\" width=\"756\" height=\"661\" \/><\/p>\n<p>Kaynak: Twitter<\/p>\n<h5>tavsiyeler<\/h5>\n<p>Kulaktan kula\u011fa pazarlama veya tavsiyeler, y\u00fcr\u00fctebilece\u011finiz herhangi bir tan\u0131t\u0131m veya pazarlama kampanyas\u0131ndan daha etkilidir.\u00a0M\u00fc\u015fterilerin \u015fa\u015f\u0131rt\u0131c\u0131 bir \u015fekilde %83&#8217;\u00fc tavsiyeler i\u00e7in akranlar\u0131na, ailelerine ve arkada\u015flar\u0131na g\u00fcvendiklerini s\u00f6yledi.<\/p>\n<h5>Arama motoru optimizasyonu (SEO)<\/h5>\n<p>\u00c7evrimi\u00e7i varl\u0131\u011f\u0131 olan hemen hemen her marka, t\u00fcketicilerle ba\u011flant\u0131 kurmak i\u00e7in arama motorlar\u0131na g\u00fcvenir ve arama motoru optimizasyonu (SEO), bu ba\u011flant\u0131lar\u0131n kontrol\u00fcn\u00fc elinize alman\u0131za yard\u0131mc\u0131 olur.\u00a0Merakl\u0131 Google ara\u015ft\u0131rmac\u0131lar\u0131 i\u00e7in web sitenizi ve \u00e7evrimi\u00e7i varl\u0131klar\u0131n\u0131z\u0131 bulmay\u0131 kolayla\u015ft\u0131rarak, markan\u0131z\u0131 daha fazla etkile\u015fime ve nihayetinde daha fazla d\u00f6n\u00fc\u015f\u00fcme a\u00e7ars\u0131n\u0131z.\u00a0SEO, stratejik olarak se\u00e7ilmi\u015f anahtar kelimeleri ve y\u00fcksek arama hacmine sahip sorgular\u0131 kullan\u0131r ve arama motorlar\u0131n\u0131n siteleri &#8220;taramas\u0131na&#8221; ve bunlar\u0131 alakal\u0131 arama sonu\u00e7lar\u0131 olarak sunmas\u0131na izin veren di\u011fer birka\u00e7 teknik stratejiden yararlan\u0131r.<b><\/b><\/p>\n<h5>Blog i\u00e7eri\u011fi<\/h5>\n<p>Web sitenizdeki bir blogda kaliteli i\u00e7erik yay\u0131nlamak, organik arama trafi\u011finizi y\u00fczde 400&#8217;\u00fcn \u00fczerinde art\u0131rabilir.\u00a0Ancak blog i\u00e7eri\u011finin baz\u0131 g\u00fc\u00e7l\u00fc t\u00fcketici temas noktalar\u0131n\u0131 kolayla\u015ft\u0131rmas\u0131n\u0131n tek nedeni sa\u011flam SEO sonu\u00e7lar\u0131 de\u011fildir.\u00a0Blog g\u00f6nderileriniz iyi yaz\u0131lm\u0131\u015f, g\u00f6rsel olarak \u00e7ekici ve do\u011fru bilgi ve veriler \u00fczerine in\u015fa edildi\u011finde, potansiyel m\u00fc\u015fteriler sizi sekt\u00f6r\u00fcn\u00fczde bir otorite olarak g\u00f6receklerdir.\u00a0T\u00fcketiciler, arama i\u00e7in optimize edilmi\u015f bir blog sayesinde sizi bulacaklar, ancak arad\u0131klar\u0131n\u0131 bulmalar\u0131na yard\u0131mc\u0131 oldu\u011funuz i\u00e7in yeni temas noktalar\u0131 arayacaklar (g\u00f6r\u00fc\u015fleriniz ve \u00fcr\u00fcnleriniz veya hizmetleriniz!).<b><\/b><\/p>\n<h5>\u015eirketinizin web sitesi<\/h5>\n<p>Bir noktada t\u00fcketiciler \u015firketinizin web sitesine gelecek.\u00a0Bunu keyifli ve kullan\u0131\u015fl\u0131 bir\u00a0t\u00fcketici temas noktas\u0131 haline getirmek\u00a0i\u00e7in UX\/UI&#8217;yi geli\u015ftirmeye zaman ay\u0131r\u0131n ve hatas\u0131z, tamamen i\u015flevsel ve g\u00fcncel oldu\u011fundan emin olmak i\u00e7in t\u00fcm i\u00e7eri\u011finizi kontrol edin.\u00a0Sitenizde blog, e-ticaret, etkile\u015fimli portal ve\/veya g\u00f6m\u00fcl\u00fc medya gibi bir\u00e7ok farkl\u0131 t\u00fcrde sayfa varsa, bu \u00e7ok y\u00f6nl\u00fc bir s\u00fcre\u00e7 olabilir.\u00a0Bir web sitesi, \u015firketin bir b\u00fct\u00fcn olarak temsilidir ve \u00e7ok say\u0131da kurulu\u015f, aksi takdirde zorlay\u0131c\u0131 bir temas noktas\u0131n\u0131 dikkat da\u011f\u0131t\u0131c\u0131 bir deneyime d\u00f6n\u00fc\u015ft\u00fcren k\u00fc\u00e7\u00fck hatalar\u0131 g\u00f6zden ka\u00e7\u0131r\u0131r.<\/p>\n<h5>Artan sosyal medya i\u00e7eri\u011fi<\/h5>\n<p>Art\u0131r\u0131lm\u0131\u015f sosyal medya i\u00e7eri\u011finin arkas\u0131nda pazarlama dolarlar\u0131 var.\u00a0Her platform taraf\u0131ndan sa\u011flanan ara\u00e7lar\u0131 kullanarak, b\u00f6lge, cinsiyet, ya\u015f aral\u0131\u011f\u0131 ve hatta ilgi alanlar\u0131 ve etkinlikler gibi herkese a\u00e7\u0131k profillerinde payla\u015f\u0131lan bilgilere g\u00f6re belirli insan gruplar\u0131n\u0131 segmentlere ay\u0131rabilir ve hedefleyebilirsiniz.\u00a0Bu, i\u00e7eri\u011fi alakal\u0131 ve \u00e7ekici bulma olas\u0131l\u0131\u011f\u0131 en y\u00fcksek olan t\u00fcketicilerin \u00f6n\u00fcne koyman\u0131za olanak tan\u0131r.\u00a0Pazarlama b\u00fct\u00e7enizin bir k\u0131sm\u0131n\u0131 gerektirir, ancak art\u0131r\u0131lm\u0131\u015f sosyal kat\u0131l\u0131m\u0131 bir t\u00fcketici temas noktas\u0131na\u00a0d\u00f6n\u00fc\u015ft\u00fcrd\u00fc\u011f\u00fcn\u00fczde elde edebilece\u011finiz hassasiyet ve sonu\u00e7lar sayesinde harcama buna de\u011fer olabilir\u00a0.<b>\u00a0<\/b><\/p>\n<h5>Video<\/h5>\n<p>Ba\u015far\u0131l\u0131 YouTube i\u00e7erik olu\u015fturucular\u0131n\u0131n alt\u0131 rakamdan fazla gelir elde etmesinin bir nedeni var.\u00a0Video, internette en s\u0131k t\u00fcketilen i\u00e7erik ortam\u0131d\u0131r ve YouTube, Google&#8217;dan sonra en \u00e7ok ziyaret edilen ikinci sitedir.\u00a0Bu, markal\u0131 videolar \u00fcretmeye ba\u015flamak i\u00e7in yeterince b\u00fcy\u00fck bir te\u015fvik de\u011filse, dahas\u0131 da var.\u00a02018 y\u0131l\u0131nda sosyal medyada en \u00e7ok payla\u015f\u0131lan iki i\u00e7erik m\u00fczik videolar\u0131 oldu.\u00a0Video i\u00e7eri\u011fi olu\u015fturdu\u011funuzda, birden \u00e7ok duyuya hitap eden bir hikaye anlat\u0131yorsunuz.\u00a0Ayr\u0131ca video, e\u011flence ve ki\u015fisel geli\u015fim ararken t\u00fcketicilerle ba\u011flant\u0131 kurman\u0131za yard\u0131mc\u0131 olur &#8211; \u00e7\u00f6z\u00fcmler sunmak i\u00e7in ideal konum.<b><\/b><\/p>\n<h5>Ortakl\u0131klar<\/h5>\n<p>T\u00fcm\u00a0t\u00fcketici temas noktalar\u0131\u00a0web sitenizde veya kendi payla\u015ft\u0131\u011f\u0131n\u0131z i\u00e7erikte yer almaz.\u00a0Ortakl\u0131klar\u0131 kullanmak, ortaklar\u0131n\u0131za g\u00fcvenen ve onlar\u0131 takip eden t\u00fcketicilere ula\u015farak hedef pazar\u0131n\u0131zdaki daha fazla ki\u015fiye ula\u015fman\u0131za yard\u0131mc\u0131 olabilir.\u00a0Ortak i\u00e7erik bir\u00e7ok bi\u00e7imde olabilir.\u00a0Bir i\u015f orta\u011f\u0131n\u0131n platformlar\u0131nda payla\u015fmas\u0131 i\u00e7in olu\u015fturdu\u011funuz bir varl\u0131k veya etkinlik ya da sponsor oldu\u011funuz ve ortaklar\u0131n\u0131z\u0131n kendilerinin olu\u015fturdu\u011fu bir varl\u0131k olabilir.\u00a0Bu ortaklar, sekt\u00f6r\u00fcn\u00fczdeki uzmanlar, yetkililer veya etkileyiciler ya da kar\u015f\u0131l\u0131kl\u0131 yarar sa\u011flayan bir kampanyada tan\u0131tmay\u0131 kabul etti\u011finiz di\u011fer i\u015fletmeler olabilir.<b><\/b><\/p>\n<h5>Bas\u0131n yay\u0131nlar\u0131<\/h5>\n<p>\u0130yi haz\u0131rlanm\u0131\u015f bir bas\u0131n b\u00fclteninin g\u00fcc\u00fcn\u00fc asla k\u00fc\u00e7\u00fcmsemeyin.\u00a0Bas\u0131n b\u00fcltenleri, haber medyas\u0131n\u0131n g\u00fcvenilir \u00fcyeleriyle payla\u015f\u0131ld\u0131\u011f\u0131nda, sekt\u00f6r\u00fcn\u00fczdeki ve toplumdaki t\u00fcketicilere ve uzmanlara \u015firketiniz ve teklifleri hakk\u0131nda zaman\u0131nda g\u00fcncellemeler sa\u011flar.\u00a0Yeni bir \u00fcr\u00fcn piyasaya s\u00fcr\u00fcyorsan\u0131z veya \u00e7\u0131\u011f\u0131r a\u00e7an yeni bir \u00f6zellik veya \u00e7al\u0131\u015fma geli\u015ftiriyorsan\u0131z, bunu bir bas\u0131n b\u00fclteninde (ve di\u011fer platformlarda) payla\u015f\u0131n.\u00a0Sosyal medyada veya bir blog arac\u0131l\u0131\u011f\u0131yla yapt\u0131\u011f\u0131n\u0131zdan farkl\u0131 bir merakl\u0131 t\u00fcketici kitlesi \u00e7ekeceksiniz &#8211; \u00f6zellikle yeni ve alakal\u0131 bir \u015feyler \u00f6\u011frenmeyi uman t\u00fcketiciler.\u00a0Bu, onlara tam olarak ne arad\u0131klar\u0131n\u0131 g\u00f6sterme f\u0131rsat\u0131n\u0131z olabilir.<\/p>\n<h5>Bas\u0131l\u0131 ve ev d\u0131\u015f\u0131 kampanyalar<\/h5>\n<p>T\u00fcketiciler bazen cihazlar\u0131n\u0131 b\u0131rak\u0131p d\u00fcnyay\u0131 ke\u015ffederler;\u00a0bunu yapt\u0131klar\u0131nda, bir ba\u011flant\u0131 kurmak istersiniz.\u00a0Reklam panolar\u0131 ve toplu ta\u015f\u0131ma reklamlar\u0131 veya ka\u011f\u0131t el ilanlar\u0131 gibi bas\u0131l\u0131 ve ev d\u0131\u015f\u0131 kampanyalar eski moda g\u00f6r\u00fcnebilir, ancak yine de etkilidir ve t\u00fcketici yolculuklar\u0131n\u0131n bir\u00e7ok farkl\u0131 a\u015famas\u0131nda insanlarla tan\u0131\u015fabilirler.\u00a0Bir blog g\u00f6nderisinde eri\u015febilecekleri bilgileri \u00e7o\u011faltmay\u0131 beklemeyin.\u00a0Sonu\u00e7ta her temas noktas\u0131 benzersiz bir amaca hizmet eder.\u00a0Bu geleneksel reklam\u00a0t\u00fcketici temas noktalar\u0131n\u0131\u00a0, markan\u0131z\u0131n var oldu\u011funa, alakal\u0131 oldu\u011funa ve hayatlar\u0131n\u0131 daha iyi hale getirebilece\u011fine dair d\u00fcrt\u00fcler veya hat\u0131rlat\u0131c\u0131lar olarak d\u00fc\u015f\u00fcn\u00fcn.<b>\u00a0<\/b><\/p>\n<p>T\u00fcketicilerle ba\u011flant\u0131 kurmay\u0131 kolayla\u015ft\u0131rabilece\u011finiz birka\u00e7 yolu inceledik.\u00a0Ku\u015fkusuz,\u00a0m\u00fc\u015fteri temas noktas\u0131 \u00f6rneklerimiz\u00a0\u00e7o\u011funlukla dijital \u00e7\u00fcnk\u00fc g\u00fcn\u00fcm\u00fcz\u00fcn m\u00fc\u015fteri yolculuklar\u0131n\u0131n \u00e7o\u011fu \u00e7evrimi\u00e7i olarak ger\u00e7ekle\u015fiyor.\u00a0Di\u011fer \u015firketlerle nas\u0131l kar\u015f\u0131la\u015ft\u0131\u011f\u0131n\u0131za ve bu anlar\u0131 size \u00e7ekici k\u0131lan varl\u0131klara dikkat edin.\u00a0T\u00fcketici yolculu\u011funda sizi bu markalarla ilerlemeye zorlay\u0131p zorlamad\u0131klar\u0131n\u0131 kendinize sorun.\u00a0Cevap evet oldu\u011funda, az \u00f6nce ba\u015far\u0131l\u0131 bir temas noktas\u0131 buldu\u011funuzu bilirsiniz.<\/p>\n<h4><b>Sat\u0131n Alma S\u0131ras\u0131nda<\/b><\/h4>\n<h5>Bro\u015f\u00fcrler<\/h5>\n<p>\u00dcr\u00fcn kataloglar\u0131 veya bro\u015f\u00fcrler, \u00e7evrimi\u00e7i elektronik kopyalar veya bas\u0131l\u0131 kopyalar arac\u0131l\u0131\u011f\u0131yla \u00fcr\u00fcnlerinizi veya hizmetlerinizi sergilemenin harika bir yoludur.\u00a0\u00dcr\u00fcnlerin resimleri ve a\u00e7\u0131klamalar\u0131, m\u00fc\u015fterilerin bir sat\u0131n alma i\u015flemi yapmak i\u00e7in gereken t\u00fcm bilgileri almas\u0131na yard\u0131mc\u0131 olur.<\/p>\n<h5>Musteri degerlendirmeleri<\/h5>\n<p>M\u00fc\u015fterilerin \u00fcr\u00fcn incelemeleri g\u00f6ndermesine izin veren bir s\u00fcr\u00fc web sitesi var;\u00a0\u00fcr\u00fcn\u00fc derecelendirebilir ve belirli bilgiler veya y\u00f6nler hakk\u0131nda yorumlar g\u00f6nderebilirler.\u00a0Potansiyel m\u00fc\u015fterilerinizin bu incelemelere at\u0131fta bulundu\u011funu ve sat\u0131n alma kararlar\u0131n\u0131 de\u011ferlendirdi\u011fini hat\u0131rlamak \u00f6nemlidir.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-107460 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/20-Customer-Touchpoints-That-Will-Optimize-Your-Customer-Journey-5-1.png\" sizes=\"(max-width: 1155px) 100vw, 1155px\" srcset=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/20-Customer-Touchpoints-That-Will-Optimize-Your-Customer-Journey-5-1.png 1155w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/20-Customer-Touchpoints-That-Will-Optimize-Your-Customer-Journey-5-1-300x160.png 300w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/20-Customer-Touchpoints-That-Will-Optimize-Your-Customer-Journey-5-1-450x240.png 450w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/20-Customer-Touchpoints-That-Will-Optimize-Your-Customer-Journey-5-1-768x409.png 768w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/20-Customer-Touchpoints-That-Will-Optimize-Your-Customer-Journey-5-1-992x528.png 992w\" alt=\"yorumlar\" width=\"1155\" height=\"615\" \/><\/p>\n<p>Kaynak: Amazon<\/p>\n<h5>Sat\u0131\u015f noktas\u0131<\/h5>\n<p>M\u00fc\u015fterilerinizin bir sat\u0131n alma i\u015flemi ger\u00e7ekle\u015ftirmeden \u00f6nceki son temas noktas\u0131, bu, &#8216;sat\u0131n alma s\u0131ras\u0131nda&#8217; a\u015famas\u0131nda \u00e7ok \u00f6nemli bir temas noktas\u0131d\u0131r.\u00a0Sat\u0131\u015f temsilcileri, \u00fcr\u00fcn ve ilgilenece\u011fi endi\u015feler, ihtiya\u00e7lar ve gereksinimler hakk\u0131nda bilgi sa\u011flayacakt\u0131r.<\/p>\n<h4><b>Sat\u0131n Ald\u0131ktan Sonra<\/b><\/h4>\n<h5>Geri bildirim anketleri<\/h5>\n<p>\u00dcr\u00fcn sat\u0131n al\u0131mlar\u0131ndan sonra g\u00f6nderilen bu m\u00fc\u015fteri geri bildirim anketleri, m\u00fc\u015fteri deneyiminin de\u011ferlendirilmesine yard\u0131mc\u0131 olur.\u00a0<a href=\"https:\/\/www.questionpro.com\/blog\/complete-guide-to-customer-experience\/\">M\u00fc\u015fteri deneyimi<\/a>\u00a0harikaysa\u00a0, bunu b\u00f6yle yapan neydi?\u00a0De\u011filse, daha iyi ne yap\u0131labilir?\u00a0Bunlar hakk\u0131nda bilgi alabilece\u011finiz ve m\u00fc\u015fteri operasyonlar\u0131n\u0131z\u0131 iyile\u015ftirebilece\u011finiz baz\u0131 noktalar.<\/p>\n<h5>E-posta listeleri<\/h5>\n<p>M\u00fc\u015fterilerinizin \u00e7o\u011fu, yeni \u00fcr\u00fcnler, teklifler vb. hakk\u0131nda e-postalar\u0131n\u0131z\u0131 almak isteyecektir ve kaydolacaklard\u0131r.\u00a0Bu, \u00fcr\u00fcnlerinizi satmak veya \u00e7apraz satmak i\u00e7in m\u00fckemmel bir f\u0131rsatt\u0131r.\u00a0Ayr\u0131ca m\u00fc\u015fterilerinizin her zaman ek ihtiya\u00e7lar\u0131 olacak ve tekliflerinizden memnun kal\u0131rlarsa size tekrar tekrar d\u00f6neceklerdir.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-107453 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/buffer.png\" sizes=\"(max-width: 387px) 100vw, 387px\" srcset=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/buffer.png 387w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/buffer-298x300.png 298w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/buffer-150x150.png 150w\" alt=\"m\u00fc\u015fteri temas noktalar\u0131, posta\" width=\"387\" height=\"390\" \/><\/p>\n<p>Kaynak: SuperOffice<\/p>\n<h5>faturaland\u0131rma<\/h5>\n<p>Bu muhtemelen bir\u00e7ok marka i\u00e7in en az \u00f6nemli temas noktas\u0131d\u0131r, ancak sayg\u0131lar\u0131m\u0131zla ayn\u0131 fikirde de\u011filiz.\u00a0Bir \u015fey sat\u0131n alm\u0131\u015f olmalar\u0131, m\u00fc\u015fterilerinizin olumsuz bir deneyim ya\u015famayacaklar\u0131 anlam\u0131na gelmez.\u00a0Faturaland\u0131rma hatalar\u0131, yan\u0131tlardaki gecikmeler vb. rahats\u0131z edici olabilir ve hatta m\u00fc\u015fterilerinize mal olabilir.<\/p>\n<h5>Topluluk y\u00f6netimi<\/h5>\n<p>Topluluk y\u00f6netimi, iyi bir sosyal medya g\u00f6nderisini harika bir g\u00f6nderiye d\u00f6n\u00fc\u015ft\u00fcren \u015feydir.\u00a0\u0130nsanlar i\u00e7eri\u011finizi yorumlay\u0131p payla\u015ft\u0131\u011f\u0131nda, yan\u0131t vermek ve sohbetin olumlu y\u00f6nde ilerlemesini sa\u011flamak i\u00e7in bir topluluk y\u00f6neticisi orada olur.\u00a0\u015eirketinize bir marka ki\u015fili\u011fi a\u015f\u0131lamak ve mevcut m\u00fc\u015fterilerin sorunlar\u0131n\u0131 \u00e7\u00f6zmek i\u00e7in bu anlar\u0131 kullan\u0131n.\u00a0Sosyal medyadaki \u015fikayetlerle ilgilenmek ideal de\u011fildir, ancak \u00e7ok yayg\u0131nd\u0131r ve sosyal medyay\u0131\u00a0ara\u00e7 kutunuzdaki hayati\u00a0m\u00fc\u015fteri hizmetleri temas noktalar\u0131ndan biri haline getirir.<\/p>\n<h3>M\u00fc\u015fteri geri bildirimi toplamak i\u00e7in m\u00fc\u015fteri temas noktalar\u0131n\u0131 kullanma<\/h3>\n<p>Sat\u0131n alma \u00f6ncesinde, s\u0131ras\u0131nda ve sonras\u0131nda temas noktalar\u0131n\u0131z\u0131 bilmek hayati \u00f6nem ta\u015f\u0131r ve bununla da bitmez.\u00a0M\u00fc\u015fteri memnuniyetini art\u0131rmak i\u00e7in t\u00fcm temas noktalar\u0131nda harika bir m\u00fc\u015fteri deneyimi sunman\u0131z ve m\u00fc\u015fteri yolculu\u011fu boyunca m\u00fc\u015fteri beklentilerini kar\u015f\u0131laman\u0131z gerekir.\u00a0Nerede oldu\u011funuzu bilmenin bir yolu, kritik temas noktalar\u0131nda m\u00fc\u015fteri geri bildirim anketleri yapmakt\u0131r.\u00a0<a href=\"https:\/\/www.questionpro.com\/cx\/\">QuestionPro CX<\/a>\u00a0, bu anketlerde size yard\u0131mc\u0131 olabilir ve ola\u011fan\u00fcst\u00fc m\u00fc\u015fteri deneyimleri sunma konusunda i\u00e7g\u00f6r\u00fcler sa\u011flayabilir.\u00a0CX y\u00f6netim yaz\u0131l\u0131m\u0131, m\u00fc\u015fteri ya\u015fam boyu de\u011ferini (CLV) art\u0131rmak i\u00e7in m\u00fc\u015fteri deneyimlerini d\u00f6n\u00fc\u015ft\u00fcrmeye yard\u0131mc\u0131 olacakt\u0131r.<\/p>\n<h3>Temas noktas\u0131 e\u015flemesi ne anlama geliyor?<\/h3>\n<p>Temas noktas\u0131 e\u015flemesi, m\u00fc\u015fterilerinizin kurulu\u015funuz veya markan\u0131zla olan her etkile\u015fiminin \u00f6zetlenmesi anlam\u0131na gelir.\u00a0Al\u0131c\u0131 yolculu\u011funun her a\u015famas\u0131na ve m\u00fc\u015fterilerin markan\u0131zla etkile\u015fime girdi\u011fi noktalara yak\u0131ndan bakman\u0131za yard\u0131mc\u0131 olur.\u00a0Temas noktas\u0131 haritalama, markalar\u0131n her ad\u0131mda m\u00fc\u015fteri deneyimini anlamas\u0131n\u0131 ve bunun nas\u0131l geli\u015ftirilebilece\u011fini anlamas\u0131n\u0131 sa\u011flad\u0131\u011f\u0131 i\u00e7in \u00f6nemlidir.\u00a0T\u00fcm m\u00fc\u015fteriler ve potansiyel m\u00fc\u015fteriler benzersizdir ve onlar\u0131n al\u0131c\u0131 yolculuklar\u0131 da benzersizdir.\u00a0Temas noktas\u0131 haritalar\u0131 bu nedenle markadan markaya farkl\u0131l\u0131k g\u00f6sterir.\u00a0M\u00fc\u015fterilerinizin markan\u0131zla etkile\u015fim kurmak i\u00e7in kullanaca\u011f\u0131 t\u00fcm olas\u0131 yollar\u0131 hayal ederek haritalar olu\u015fturmaya ba\u015flayabilirsiniz.<\/p>\n<h3>Temas noktas\u0131 e\u015flemeye nas\u0131l ve nereden ba\u015flamal\u0131?<\/h3>\n<p>Temas noktas\u0131 e\u015flemeye ba\u015flamak i\u00e7in bu 4 \u00f6nemli hususa dikkat etmeniz gerekir.\u00a0Bu noktalar olmadan etkili bir pazarlama y\u00f6ntemi olarak \u00e7al\u0131\u015fmayabilir.<\/p>\n<h4>1. Her temas noktas\u0131n\u0131 tan\u0131mlay\u0131n<\/h4>\n<p>M\u00fc\u015fterileriniz markalar\u0131n\u0131zla \u00e7e\u015fitli a\u015famalarda etkile\u015fime girecek.\u00a0Bunlar\u0131 tan\u0131man\u0131z ve \u015fu \u015fekilde gruplaman\u0131z gerekir:<\/p>\n<p>sat\u0131n almadan \u00f6nce<\/p>\n<ul>\n<li>\u0130nternet sitesi<\/li>\n<li>Reklamlar<\/li>\n<li>a\u011f\u0131zdan a\u011fza<\/li>\n<\/ul>\n<p>Sat\u0131n alma s\u0131ras\u0131nda<\/p>\n<ul>\n<li>\u00dcr\u00fcn demolar\u0131<\/li>\n<li>Sat\u0131\u015f noktas\u0131<\/li>\n<li>\u00d6deme sat\u0131rlar\u0131<\/li>\n<\/ul>\n<p>Sat\u0131n ald\u0131ktan sonra<\/p>\n<ul>\n<li>te\u015fekk\u00fcr mesajlar\u0131<\/li>\n<li>faturaland\u0131rma<\/li>\n<li>M\u00fc\u015fteri anketleri<\/li>\n<\/ul>\n<h4>2. Onlar\u0131 haritalay\u0131n<\/h4>\n<p>M\u00fc\u015fterilerinizin markan\u0131zla hangi a\u015famalarda etkile\u015fime ge\u00e7ece\u011fini \u00f6\u011frendikten sonra, deneyimleri kronolojik s\u0131rayla de\u011ferlendirin.\u00a0Bunlar\u0131 fark\u0131ndal\u0131k, \u00fczerinde d\u00fc\u015f\u00fcnme, sat\u0131\u015f ve sat\u0131n alma olarak s\u0131n\u0131fland\u0131r\u0131n.<\/p>\n<h4>3. Temas noktalar\u0131n\u0131 iyile\u015ftirin<\/h4>\n<p>Temas noktalar\u0131n\u0131 belirlemek sava\u015f\u0131n sadece yar\u0131s\u0131d\u0131r.\u00a0Bundan sonra gelenler, m\u00fc\u015fteri etkile\u015fimini iyile\u015ftirmek i\u00e7in temas noktalar\u0131n\u0131z\u0131 iyile\u015ftirmek \u00f6nemlidir.\u00a0M\u00fc\u015fteri hizmetleri ise, t\u00fcm sorular\u0131n zaman\u0131nda \u00e7\u00f6z\u00fclmesini sa\u011flamak, faturaland\u0131r\u0131yorsa, herhangi bir tutars\u0131zl\u0131k olmad\u0131\u011f\u0131ndan emin olmak vb.<\/p>\n<h4>4. D\u00fczenli olarak g\u00f6zden ge\u00e7irin<\/h4>\n<p>Sat\u0131n alma sonras\u0131 temas noktalar\u0131yla, reklamlar, pazarlama e-postalar\u0131 ve m\u00fc\u015fteri anketleri arac\u0131l\u0131\u011f\u0131yla m\u00fc\u015fterilerinizle her zaman etkile\u015fim kuracaks\u0131n\u0131z.\u00a0Bunlar\u0131n, daha iyi m\u00fc\u015fteri etkile\u015fimi ve deneyimi i\u00e7in s\u00fcrekli olarak ziyaret edilmesi ve iyile\u015ftirilmesi gerekir.<\/p>\n<h3>M\u00fc\u015fteri yolculu\u011funda t\u00fcketici\u00a0temas noktalar\u0131n\u0131\u00a0optimize etme<\/h3>\n<p>M\u00fc\u015fteri yolculu\u011funa nas\u0131l uyduklar\u0131n\u0131 tart\u0131\u015fmadan\u00a0t\u00fcketici temas noktalar\u0131\u00a0hakk\u0131nda tam bir konu\u015fma yapamay\u0131z .\u00a0T\u00fcketiciler, markan\u0131z\u0131 se\u00e7melerine ve sad\u0131k bir m\u00fc\u015fteri haline gelmelerine yol a\u00e7an a\u015famalardan ge\u00e7erken, yol boyunca her temas noktas\u0131 onlar\u0131 bunu yapmaya zorlad\u0131\u011f\u0131 i\u00e7in bunu yaparlar.\u00a0Bu yolculu\u011fun be\u015f a\u015famas\u0131 vard\u0131r: fark\u0131ndal\u0131k, de\u011ferlendirme, karar, eylem ve sadakat (elde tutma ve savunma).\u00a0<a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-dashboard\/\">M\u00fc\u015fteri yolculu\u011funun haritas\u0131n\u0131 \u00e7\u0131karma<\/a>\u00a0hakk\u0131nda daha fazla bilgiyi buradan edinebilirsiniz\u00a0.<\/p>\n<p>M\u00fc\u015fteri temas noktalar\u0131na\u00a0ili\u015fkin anlay\u0131\u015f\u0131n\u0131z\u0131 geli\u015ftirmek i\u00e7in\u00a0, farkl\u0131 f\u0131rsatlar\u0131n yolculuk haritas\u0131nda en iyi nerede uydu\u011funa bakal\u0131m.\u00a0M\u00fc\u015fteri yolculu\u011funun nadiren lineer oldu\u011funu ve bir\u00e7ok varl\u0131\u011f\u0131n yollar\u0131n\u0131n \u00e7e\u015fitli noktalar\u0131ndaki insanlarla ba\u011flant\u0131 kuraca\u011f\u0131n\u0131 unutmay\u0131n.<\/p>\n<ul>\n<li><b>Fark\u0131ndal\u0131k:\u00a0<\/b>SEO, \u00fccretli sosyal ve \u00fccretli reklamlar, blog i\u00e7eri\u011fi, bas\u0131l\u0131 ve ev d\u0131\u015f\u0131 kampanyalar.<\/li>\n<li><b>Dikkate Al\u0131nacak Nokta:\u00a0<\/b>Organik sosyal medya ve topluluk y\u00f6netimi, bas\u0131n b\u00fcltenleri, ortakl\u0131klar.<\/li>\n<li><b>Karar:\u00a0<\/b>Videolar (incelemeler, \u00f6\u011freticiler, markal\u0131 i\u00e7erik), anketler, blog i\u00e7eri\u011fi.<\/li>\n<li><b>Eylem:\u00a0<\/b>Web sitesi UX\/UI ve yerinde i\u00e7erik.<\/li>\n<li><b>Sadakat:\u00a0<\/b>Organik sosyal medya ve topluluk y\u00f6netimi, anketler, video, ortakl\u0131klar.\u00a0M\u00fc\u015fterileri elde tutman\u0131n, onlar\u0131 elde etmek kadar strateji ve aktif kat\u0131l\u0131m gerektirdi\u011fini fark edeceksiniz.<\/li>\n<\/ul>\n<p>M\u00fc\u015fteri yolculu\u011funun \u00e7e\u015fitli a\u015famalar\u0131nda t\u00fcketici temas noktas\u0131 f\u0131rsatlar\u0131ndan\u00a0yararlan\u0131rken\u00a0, bunlar\u0131 belirli bir a\u015fama i\u00e7in optimize etti\u011finizden emin olun.\u00a0\u00d6rne\u011fin, karar verme deneyimindeki temel fakt\u00f6rler hakk\u0131ndaki anketler,\u00a0<a href=\"https:\/\/www.questionpro.com\/features\/net-promoter-score.html\">Net Tavsiye Skoru (NPS)<\/a>\u00a0\u00f6l\u00e7en\u00a0<a href=\"https:\/\/www.questionpro.com\/survey-templates\/customer-satisfaction-surveys\/\">m\u00fc\u015fteri memnuniyeti anketlerinden<\/a>\u00a0farkl\u0131 endi\u015feleri ele alacakt\u0131r .\u00a0T\u00fcketicilerin her kav\u015fakta kar\u015f\u0131la\u015facaklar\u0131 sorular\u0131 ve beklentileri d\u00fc\u015f\u00fcn\u00fcn ve deneyimlerini buna g\u00f6re optimize edin.<\/p>\n<p>Do\u011fru kaynaklar, \u015firketiniz i\u00e7in en ba\u015far\u0131l\u0131 m\u00fc\u015fteri temas noktalar\u0131n\u0131\u00a0haritalama, uygulama ve \u00f6l\u00e7mede t\u00fcm fark\u0131 yarat\u0131r\u00a0.\u00a0<a href=\"https:\/\/www.questionpro.com\/cx\/\">QuestionPro CX<\/a>, t\u00fcketicilerinizle kurdu\u011funuz ba\u011flant\u0131lardan en iyi \u015fekilde yararlanman\u0131za yard\u0131mc\u0131 olacak\u00a0sezgisel m\u00fc\u015fteri anketleri ve\u00a0profesyonel ara\u015ft\u0131rma hizmetleri sunar.\u00a0Bu g\u00fcn ba\u015flayaca\u011f\u0131m!<\/p>\n<\/div>\n<div id=\"related_posts\" class=\"related_posts\">\n<div class=\"related_posts_heading\"><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Zengin bir\u00a0m\u00fc\u015fteri deneyimi (CX)\u00a0sa\u011flamak her markan\u0131n arzusudur ve bu y\u00f6nde say\u0131s\u0131z \u00e7aba harcarlar.\u00a0Bu, yaln\u0131zca her temas noktas\u0131nda m\u00fc\u015fterilerin \u00e7\u0131karlar\u0131n\u0131 g\u00f6z [&hellip;]<\/p>\n","protected":false},"author":39,"featured_media":107241,"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>M\u00fc\u015fteri temas noktalar\u0131na y\u00f6nelik bir rehber: Tan\u0131mlar, \u00f6rnekler ve daha fazlas\u0131! | QuestionPro<\/title>\n<meta name=\"description\" content=\"Zengin bir\u00a0m\u00fc\u015fteri deneyimi (CX)\u00a0sa\u011flamak her markan\u0131n arzusudur ve bu y\u00f6nde say\u0131s\u0131z \u00e7aba harcarlar.\u00a0Bu, yaln\u0131zca her temas noktas\u0131nda m\u00fc\u015fterilerin\" \/>\n<meta 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