{"id":731080,"date":"2020-05-29T03:59:06","date_gmt":"2020-05-29T10:59:06","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/musteri-deneyimi-ve-musteri-hizmetleri-neden-farklilar\/"},"modified":"2020-05-29T03:59:06","modified_gmt":"2020-05-29T03:59:06","slug":"musteri-deneyimi-ve-musteri-hizmetleri-neden-farklilar","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/musteri-deneyimi-ve-musteri-hizmetleri-neden-farklilar\/","title":{"rendered":"M\u00fc\u015fteri Deneyimi ve M\u00fc\u015fteri Hizmetleri: Neden farkl\u0131lar?"},"content":{"rendered":"

M\u00fc\u015fteri deneyimi ve m\u00fc\u015fteri hizmetleri birbirinin yerine kullan\u0131lsa da ayn\u0131 \u015fey de\u011fildir. M\u00fc\u015fteri hizmetleri (CS), m\u00fc\u015fteri deneyiminin (CX) bir par\u00e7as\u0131d\u0131r ancak m\u00fc\u015fteri deneyiminin tamam\u0131 de\u011fildir. \u00d6nce bunlara tek tek bakal\u0131m.<\/span><\/p>\n

Unutmay\u0131n ki <\/span>\u00fccretsiz e-kitab\u0131 indirin: Hacker’\u0131n M\u00fc\u015fteri Deneyimi Rehberi, <\/b>bu makalenin sonunda mevcut!<\/span><\/p>\n

M\u00fc\u015fteri deneyimi nedir?<\/span><\/strong><\/h3>\n

M\u00fc\u015fteri deneyimi, m\u00fc\u015fterilerinizin bir marka ile ya\u015fad\u0131\u011f\u0131 etkile\u015fimlerin, deneyimlerin ve temas noktalar\u0131n\u0131n toplam\u0131 olarak tan\u0131mlan\u0131r. <\/span><\/p>\n


\n M\u00fc\u015fteri Deneyimi<\/span>
\n<\/a> daha b\u00fct\u00fcnc\u00fcld\u00fcr ve baz\u0131lar\u0131 hizmet odakl\u0131 olan veya olmayan bir\u00e7ok temas noktas\u0131n\u0131 kapsar. <\/span> <\/p>\n

M\u00fc\u015fteri odakl\u0131 kurulu\u015flar, harika bir m\u00fc\u015fteri deneyimi sunma konusunda en iyisidir. <\/span>S\u0131k s\u0131k m\u00fc\u015fteri deneyimini \u00f6l\u00e7er, m\u00fc\u015fteri hizmetleri s\u00fcre\u00e7lerini g\u00f6zden ge\u00e7irir ve m\u00fc\u015fteri hizmetleri de dahil olmak \u00fczere m\u00fc\u015fteri deneyimini iyile\u015ftirirler.<\/span><\/p>\n

Levi’s, harika bir m\u00fc\u015fteri deneyimi i\u00e7in harika bir \u00f6rnektir. 2021’de kullan\u0131c\u0131lar\u0131 Levi’s terzi sat\u0131\u015f noktalar\u0131na ba\u011flayan bir uygulama ba\u015flatt\u0131lar. Kullan\u0131c\u0131lar uygulamada \u00fcr\u00fcn tasar\u0131mlar\u0131 olu\u015fturabilir ve daha sonra bunlar\u0131 stilistler ve terzilerin yard\u0131m\u0131yla ma\u011fazada kullanabilirler. Kullan\u0131c\u0131lar\u0131n kendi benzersiz stillerini tasarlamalar\u0131na ve ger\u00e7ekle\u015ftirmelerine izin verir.<\/span><\/p>\n

M\u00fc\u015fteri Hizmetleri Nedir?<\/span><\/strong><\/h3>\n

M\u00fc\u015fteri Hizmetleri<\/span><\/a> bir kurulu\u015fun \u00e7al\u0131\u015fanlar\u0131n\u0131n bir m\u00fc\u015fterinin ihtiyac\u0131n\u0131 veya sorununu bir \u015fekilde \u00e7\u00f6zmek i\u00e7in harcad\u0131\u011f\u0131 kolektif \u00e7aba olarak tan\u0131mlan\u0131r. Bu, potansiyel m\u00fc\u015fterilerin ihtiya\u00e7lar\u0131na uygun bir \u00fcr\u00fcn bulmalar\u0131na yard\u0131mc\u0131 olmak veya bir \u00fcr\u00fcn veya hizmetle ilgili baz\u0131 sorunlar\u0131 gidermek veya \u00f6deme i\u015flemleri sorunlar\u0131 vb. olabilir.<\/span><\/p>\n

M\u00fc\u015fteri hizmetleri i\u00e7in harika bir \u00f6rnek Zappos olabilir. T\u00fcm m\u00fc\u015fteri e-postalar\u0131na yan\u0131t verildi\u011finden emin olurlar. CEO da dahil. M\u00fc\u015fteriler size yazd\u0131klar\u0131nda bir geri d\u00f6n\u00fc\u015f bekledikleri i\u00e7in bu son derece \u00f6nemlidir.<\/span><\/p>\n

M\u00fc\u015fteri Deneyimi ve M\u00fc\u015fteri Hizmetleri<\/span><\/h2>\n

M\u00fc\u015fterinin Sesi (VoC) giri\u015fimlerinize ba\u015flamadan \u00f6nce m\u00fc\u015fteri deneyimi ile m\u00fc\u015fteri hizmetleri aras\u0131ndaki fark\u0131 bilmek \u00e7ok \u00f6nemlidir. \u00d6yleyse m\u00fc\u015fteri deneyimi ile m\u00fc\u015fteri hizmetleri aras\u0131ndaki temel farklar\u0131 anlayal\u0131m.<\/span><\/p>\n

M\u00fc\u015fteri deste\u011fi bir alt k\u00fcmedir<\/span><\/h3>\n

M\u00fc\u015fteri deneyimi, m\u00fc\u015fteri hizmetlerinin de bir par\u00e7as\u0131 oldu\u011fu m\u00fc\u015fteri yolculu\u011funun<\/a> tamam\u0131n\u0131 kapsar. M\u00fc\u015fteri deneyimi, m\u00fc\u015fteri hizmetleri ve m\u00fc\u015fteri bak\u0131m\u0131n\u0131 i\u00e7erir. CX, hen\u00fcz bir \u00fcr\u00fcn sat\u0131n almam\u0131\u015f veya bir hizmetten yararlanmam\u0131\u015f potansiyel m\u00fc\u015fterilerle ba\u015flar. M\u00fc\u015fteri hizmetleri ise sat\u0131n al\u0131nan \u00fcr\u00fcn veya yararlan\u0131lan hizmetle ilgili yard\u0131ma ihtiya\u00e7 duyuldu\u011funda devreye girer.<\/span><\/p>\n

Do\u011fa<\/span><\/h3>\n

M\u00fc\u015fteri deneyimi proaktiftir ve m\u00fc\u015fterilere \u00e7e\u015fitli \u015fekillerde ve temas noktalar\u0131nda ula\u015f\u0131r. Bu sat\u0131n alma \u00f6ncesi, sat\u0131n alma sonras\u0131 vb. olabilir.<\/span><\/p>\n

M\u00fc\u015fteri hizmetleri do\u011fas\u0131 gere\u011fi reaktiftir ve m\u00fc\u015fterilerin herhangi bir sorunu olmas\u0131 durumunda s\u0131k s\u0131k ileti\u015fime ge\u00e7ilir. Herhangi bir sorun yoksa m\u00fc\u015fterinin m\u00fc\u015fteri hizmetleri uzmanlar\u0131yla etkile\u015fime ge\u00e7mesi i\u00e7in bir neden olmayacakt\u0131r.<\/span><\/p>\n

Etkile\u015fimler<\/span><\/h3>\n

M\u00fc\u015fteri hizmetleri, m\u00fc\u015fteriler taraf\u0131ndan genellikle yaln\u0131zca sorun veya sorun zamanlar\u0131nda ger\u00e7ekle\u015ftirilen tek seferlik bir etkile\u015fimdir. Hizmet etkile\u015fimleri, m\u00fc\u015fteriler bir hizmet veya \u00fcr\u00fcnden yararland\u0131\u011f\u0131nda ger\u00e7ekle\u015fir.<\/span><\/p>\n

M\u00fc\u015fteri deneyimi, m\u00fc\u015fterilerle birden \u00e7ok kez ve \u00e7e\u015fitli \u015fekillerde etkile\u015fime girecek \u015fekilde tasarlan\u0131r. Bu, potansiyel m\u00fc\u015fterileri e-postalar arac\u0131l\u0131\u011f\u0131yla bir \u00fcr\u00fcn veya hizmet hakk\u0131nda bilgilendirmek, telefon g\u00f6r\u00fc\u015fmeleri yoluyla hizmet memnuniyetini sorgulamak, \u00fcr\u00fcn performans bilgilerini <\/span>
\n m\u00fc\u015fteri geri bildirim yaz\u0131l\u0131m\u0131<\/span>
\n<\/a>vb.<\/span><\/p>\n

\u00d6l\u00e7\u00fcm<\/span><\/h3>\n

M\u00fc\u015fteri hizmetleri \u015fu yollarla \u00f6l\u00e7\u00fcl\u00fcr <\/span>
\n m\u00fc\u015fteri memnuniyeti (CSAT)<\/span>
\n<\/a> skoru; m\u00fc\u015fterilerin deneyimden ne kadar memnun olduklar\u0131n\u0131 \u00f6l\u00e7mek i\u00e7in kullan\u0131lan bir y\u00f6ntemdir.<\/span><\/p>\n


\n Net Tavsiye Skoru (NPS)<\/span>
\n<\/a> m\u00fc\u015fteri deneyimini \u00f6l\u00e7mek i\u00e7in kullan\u0131l\u0131r; anket kat\u0131l\u0131mc\u0131lar\u0131na bir markay\u0131 arkada\u015flar\u0131na veya sevdiklerine tavsiye edip etmeyecekleri sorulan tek bir sorudur.<\/span><\/p>\n

\"nps-soru\"<\/p>\n

Yan\u0131tlara dayanarak, kat\u0131l\u0131mc\u0131lar a\u015fa\u011f\u0131da g\u00f6sterildi\u011fi gibi \u00fc\u00e7 tipe ayr\u0131lm\u0131\u015ft\u0131r – destekleyenler, kar\u015f\u0131 \u00e7\u0131kanlar ve pasifler.<\/span><\/p>\n

\"net-promoter-skor<\/p>\n

CX, t\u00fcm m\u00fc\u015fteri giri\u015fimlerinizin oda\u011f\u0131nda yer almal\u0131 ve CS, m\u00fc\u015fteri ili\u015fkilerinizde kilit bir unsur olmal\u0131d\u0131r. <\/span>
\n CX stratejisi<\/span>
\n<\/a>. M\u00fc\u015fteri hizmetleri kanallar\u0131n\u0131zdan gelen geri bildirimleri izlemeye devam edin ve m\u00fc\u015fteri kat\u0131l\u0131m\u0131, m\u00fc\u015fteri memnuniyeti ve m\u00fc\u015fteri memnuniyeti d\u00fczeylerinizi art\u0131rmak i\u00e7in m\u00fc\u015fteri deneyimi programlar\u0131n\u0131z\u0131 geli\u015ftirin.<\/span><\/p>\n

QuestionPro, mevcut en geli\u015fmi\u015f m\u00fc\u015fteri deneyimi ara\u00e7lar\u0131ndan baz\u0131lar\u0131n\u0131 sunar. M\u00fc\u015fterilerinizin duygu ve d\u00fc\u015f\u00fcnceleri hakk\u0131nda de\u011ferli bilgiler edinin <\/span>
\n QuestionPro CX yaz\u0131l\u0131m\u0131<\/span>
\n<\/a> Bug\u00fcn.<\/span><\/p>\n

Buraya kadar gelebildin mi? Tebrikler!<\/strong> Neyse ki, M\u00fc\u015fteri Hizmetlerinin ne oldu\u011fu ve m\u00fc\u015fteri deneyimi ile ba\u011flant\u0131s\u0131 hakk\u0131nda biraz daha fazla \u015fey \u00f6\u011frendiniz. <\/span><\/p>\n

Daha fazla yol kat etmek ve m\u00fc\u015fteri deneyiminin daha mutlu, sad\u0131k m\u00fc\u015fteriler kazanman\u0131za ve i\u015finizi b\u00fcy\u00fctmenize nas\u0131l yard\u0131mc\u0131 olabilece\u011fi hakk\u0131nda daha fazla bilgi edinmek istiyorsan\u0131z, \u00fccretsiz e-Kitab\u0131m\u0131z\u0131 indirin: The Hacker’s Guide to Customer Experience – CX= Duygu x De\u011fer.<\/span><\/p>\n

\u00dcCRETSIZ INDIRIN<\/strong><\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

M\u00fc\u015fteri deneyimi ve m\u00fc\u015fteri hizmetleri birbirinin yerine kullan\u0131lsa da ayn\u0131 \u015fey de\u011fildir. M\u00fc\u015fteri hizmetleri (CS), m\u00fc\u015fteri deneyiminin (CX) bir par\u00e7as\u0131d\u0131r […]<\/p>\n","protected":false},"author":46,"featured_media":814518,"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":[],"yoast_head":"\nM\u00fc\u015fteri Deneyimi ve M\u00fc\u015fteri Hizmetleri: Neden farkl\u0131lar? | QuestionPro<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri deneyimi ve m\u00fc\u015fteri hizmetleri aras\u0131ndaki temel farklar\u0131 anlamak i\u00e7in bu blogu okuyun. 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