{"id":792669,"date":"2022-06-14T02:00:11","date_gmt":"2022-06-14T09:00:11","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/musteri-mutlulugu-nedir-ve-nasil-olculur\/"},"modified":"2023-05-19T17:27:08","modified_gmt":"2023-05-19T17:27:08","slug":"musteri-mutlulugu-nedir-ve-nasil-olculur","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/musteri-mutlulugu-nedir-ve-nasil-olculur\/","title":{"rendered":"M\u00fc\u015fteri Mutlulu\u011fu: Nedir ve Nas\u0131l \u00d6l\u00e7\u00fcl\u00fcr?"},"content":{"rendered":"\n<p>M\u00fc\u015fterilerin kalbini ve akl\u0131n\u0131 kazanmak zor olabilir. Ne istiyorlar? Ne istediklerini bilmek ve m\u00fc\u015fterilerinizi \u00fcr\u00fcn veya hizmetlerinizden memnun tutmak \u00f6nemlidir.<\/p>\n\n<p>M\u00fc\u015fteri mutlulu\u011fu, bir i\u015fletmenin b\u00fcy\u00fcmesine yard\u0131mc\u0131 olan en \u00f6nemli \u015feylerden biridir. Mutlu bir m\u00fc\u015fteri, her i\u015fletme i\u00e7in ana gelir kayna\u011f\u0131 olarak kabul edilir.  <\/p>\n\n<p>Yeni bir m\u00fc\u015fteri \u00e7ekmek, eski bir m\u00fc\u015fteriyi elde tutmaktan 5 kat daha maliyetlidir. M\u00fc\u015fterilerinize daha iyi bakmaya ba\u015flamak i\u00e7in hi\u00e7bir zaman ge\u00e7 de\u011fildir \u00e7\u00fcnk\u00fc mutlu bir m\u00fc\u015fteri, i\u015fletmenizi pazarlamak i\u00e7in herhangi bir reklamdan daha iyi bir yoldur.<\/p>\n\n<p>M\u00fc\u015fterilerinizi mutlu etmek \u00e7ok kolay. Yolculuklar\u0131n\u0131n her ad\u0131m\u0131nda onlar\u0131n ihtiya\u00e7lar\u0131n\u0131 ve duygular\u0131n\u0131 \u00f6nemseyin ve yanlar\u0131nda olun.<\/p>\n\n<p>Burada m\u00fc\u015fteri mutlulu\u011funun tan\u0131m\u0131n\u0131, neden \u00f6nemli oldu\u011funu ve nas\u0131l \u00f6l\u00e7\u00fclece\u011fini tart\u0131\u015faca\u011f\u0131z. Daha fazlas\u0131n\u0131 \u00f6\u011frenmek i\u00e7in okumaya devam edin.<\/p>\n\n<h2 class=\"wp-block-heading\">M\u00fc\u015fteri mutlulu\u011fu nedir?<\/h2>\n\n<p>M\u00fc\u015fteri mutlulu\u011fu, \u00fcr\u00fcn\u00fcn\u00fcz, hizmetleriniz veya personelinizle etkile\u015fime ge\u00e7tikten sonra m\u00fc\u015fteri <a href=\"https:\/\/www.questionpro.com\/blog\/tr\/musteri-sadakati-nedir-ve-nasil-elde-edilir\/\">sadakati<\/a> ve <a href=\"https:\/\/www.questionpro.com\/customer-satisfaction.html\">m\u00fc\u015fteri memnuniyeti<\/a> d\u00fczeyidir. M\u00fc\u015fterilerinizin ihtiya\u00e7lar\u0131 d\u00fczenli olarak, do\u011fru zamanda ve do\u011fru \u015fekilde kar\u015f\u0131land\u0131\u011f\u0131nda kendilerini nas\u0131l hissettikleridir.<\/p>\n\n<p>\u0130\u015finizden memnun olan insanlar uzun s\u00fcre sizinle kalacakt\u0131r. Ayr\u0131ca, <a href=\"https:\/\/www.questionpro.com\/blog\/get-the-pulse-of-customer-experience-with-custom-smileys\/\">mutlu<\/a> bir <a href=\"https:\/\/www.questionpro.com\/blog\/get-the-pulse-of-customer-experience-with-custom-smileys\/\">m\u00fc\u015fterinin<\/a> sizinle kalma olas\u0131l\u0131\u011f\u0131 daha y\u00fcksektir. M\u00fc\u015fteriler g\u00fcvenebilecekleri bir i\u015fletme bulduklar\u0131nda, arkada\u015flar\u0131na ve i\u015f arkada\u015flar\u0131na bu i\u015fletmeden bahsederler.<\/p>\n\n<h2 class=\"wp-block-heading\">M\u00fc\u015fteri mutlulu\u011funun \u00f6nemi<\/h2>\n\n<p>M\u00fc\u015fterinizi mutlu etmek \u00f6nemlidir \u00e7\u00fcnk\u00fc sorun \u00e7\u00f6zmeye yard\u0131mc\u0131 olur, m\u00fc\u015fteri <a href=\"https:\/\/www.questionpro.com\/blog\/customer-churn\/\">kayb\u0131n\u0131<\/a> \u00f6nler ve markan\u0131z\u0131 tan\u0131tabilecek mutlu m\u00fc\u015fterileri belirler. A\u015fa\u011f\u0131da, m\u00fc\u015fterilerin mutlulu\u011funun baz\u0131 kilit \u00f6nemlerini inceleyece\u011fiz:<\/p>\n\n<ul>\n<li>M\u00fc\u015fterinin sadakatini kazanmaya yard\u0131mc\u0131 olur<\/li>\n<\/ul>\n\n<p>M\u00fc\u015fterileriniz mutluysa bu, hayatlar\u0131n\u0131n geri kalan\u0131nda sizden al\u0131\u015fveri\u015f yapabileceklerine dair bir i\u015farettir.<\/p>\n\n<p>M\u00fc\u015fterilerinizi \u00fcr\u00fcn ve hizmetlerinizden memnun ederseniz, size daha sad\u0131k olacaklar ve ailelerine ve arkada\u015flar\u0131na i\u015fletmenizin ne kadar harika oldu\u011funu anlatarak markan\u0131z\u0131 tan\u0131tma olas\u0131l\u0131klar\u0131 artacakt\u0131r.<\/p>\n\n<p>Bir m\u00fc\u015fterinin size ba\u011fl\u0131 kalmas\u0131n\u0131 sa\u011flamak y\u0131llar alabilir, bu nedenle i\u015fletmenizle kurdu\u011fu her etkile\u015fimin iyi oldu\u011fundan emin olun.<\/p>\n\n<ul>\n<li>M\u00fc\u015fterilerinizin Hat\u0131rlamas\u0131n\u0131 Sa\u011flay\u0131n<\/li>\n<\/ul>\n\n<p>M\u00fc\u015fterilerinizin i\u015fletmeniz hakk\u0131nda iyi hissetmelerini ve ayr\u0131ld\u0131klar\u0131nda sizi hat\u0131rlamalar\u0131n\u0131 istersiniz. Ayr\u0131ld\u0131klar\u0131nda mutsuz olmalar\u0131n\u0131 ger\u00e7ekten istemezsiniz.<\/p>\n\n<p>Bir analiz, mutsuz bir m\u00fc\u015fterinin k\u00f6t\u00fc deneyimini 9 ila 15 ki\u015fiye daha anlataca\u011f\u0131n\u0131 ortaya koymu\u015ftur. Mutsuz m\u00fc\u015fterilerin yakla\u015f\u0131k %13&#8217;\u00fc 20&#8217;den fazla ki\u015fiye durumu anlatmaktad\u0131r. Bu, i\u015fletmenize \u00e7ok fazla k\u00f6t\u00fc his verir.  <\/p>\n\n<p>Kulaktan kula\u011fa yay\u0131lan olumsuz yorumlar veya \u00e7evrimi\u00e7i incelemeler \u015firketiniz i\u00e7in m\u00fccadele etmesi zor olabilir. Sosyal medya sayesinde olumsuz yorumlar\u0131n yay\u0131lmas\u0131 \u00e7ok kolay. M\u00fc\u015fterileriniz mutlu oldu\u011funda, yapt\u0131\u011f\u0131n\u0131z i\u015fi be\u011fenmeyen insanlarla s\u0131k s\u0131k u\u011fra\u015fmak zorunda kalmazs\u0131n\u0131z.<\/p>\n\n<p>Bir m\u00fc\u015fteri mutlu de\u011filse ne yapmal\u0131? Durumu onlar\u0131n bak\u0131\u015f a\u00e7\u0131s\u0131ndan g\u00f6rmeye \u00e7al\u0131\u015f\u0131n ve yard\u0131mc\u0131 olmak i\u00e7in elinizden geleni yap\u0131n. Anlay\u0131\u015f ve \u00f6zenle dinleyin.<\/p>\n\n<ul>\n<li>Rekabeti yenmenize yard\u0131mc\u0131 olur<\/li>\n<\/ul>\n\n<p>M\u00fc\u015fteri mutlulu\u011funa yat\u0131r\u0131m yaparsan\u0131z, i\u015f a\u00e7\u0131s\u0131ndan rekabetinizi yenece\u011finiz g\u00fcvenli bir bahistir.<\/p>\n\n<p>Rekabette bir ad\u0131m \u00f6nde olmak istiyorsan\u0131z m\u00fc\u015fterilerinizin mutlu oldu\u011fundan emin olun. M\u00fc\u015fterilerinin \u00f6zel isteklerini zarafetle kar\u015f\u0131layarak kendilerini \u00f6zel hissetmelerini sa\u011flamak i\u00e7in her \u015feyin \u00f6tesine ge\u00e7en bir restoran d\u00fc\u015f\u00fcn\u00fcn. M\u00fc\u015fterinin arkada\u015flar\u0131yla konu\u015faca\u011f\u0131ndan, restoran\u0131n onu ne kadar mutlu etti\u011fini hat\u0131rlayaca\u011f\u0131ndan ve tekrar ziyaret edece\u011finden emin olabilirsiniz.<\/p>\n\n<ul>\n<li>M\u00fc\u015fteri ya\u015fam boyu de\u011ferini art\u0131r\u0131r<\/li>\n<\/ul>\n\n<p>M\u00fc\u015fteri mutlulu\u011funa yat\u0131r\u0131m yapt\u0131\u011f\u0131n\u0131zda, m\u00fc\u015fterilerinizin ya\u015fam boyu de\u011ferini art\u0131r\u0131rs\u0131n\u0131z. Ne oldu? Bir m\u00fc\u015fteriyle olan ba\u011flant\u0131n\u0131zdan elde edece\u011finiz net k\u00e2r\u0131 tahmin eder.<\/p>\n\n<p>Info Quest taraf\u0131ndan yay\u0131nlanan ara\u015ft\u0131rmaya g\u00f6re, tamamen memnun bir m\u00fc\u015fteri, biraz mutlu bir m\u00fc\u015fteriye k\u0131yasla 2,6 kat daha fazla gelir elde etmektedir.<\/p>\n\n<p>Ayr\u0131ca, memnun bir m\u00fc\u015fteri, mutsuz bir m\u00fc\u015fteriye k\u0131yasla 14 kat daha fazla para kazand\u0131r\u0131r. Dolay\u0131s\u0131yla, m\u00fc\u015fteriniz ne kadar uzun s\u00fcre mutlu olursa, ya\u015fam boyu de\u011feri de o kadar artacakt\u0131r.<\/p>\n\n<h2 class=\"wp-block-heading\">M\u00fc\u015fteri mutlulu\u011funu \u00f6l\u00e7menin yollar\u0131<\/h2>\n\n<p>M\u00fc\u015fteri mutlulu\u011fu, m\u00fc\u015fteri memnuniyeti ile yak\u0131ndan ili\u015fkili oldu\u011fundan, bunu \u00f6l\u00e7mek i\u00e7in baz\u0131 yayg\u0131n metriklere bakarak \u00e7ok \u015fey \u00f6\u011frenebilirsiniz:<\/p>\n\n<ol>\n<li>M\u00fc\u015fteri memnuniyeti anketleri<\/li>\n\n\n\n<li>Sosyal medya duyarl\u0131l\u0131k analizi<\/li>\n\n\n\n<li>Net destek\u00e7i puanlar\u0131<\/li>\n<\/ol>\n\n<p>Her bir se\u00e7ene\u011fi inceleyelim.<\/p>\n\n<ol>\n<li>M\u00fc\u015fteri anketleri<\/li>\n<\/ol>\n\n<p>M\u00fc\u015fterilerinizin ne kadar mutlu oldu\u011funu \u00f6\u011frenmenin bir yolu da m\u00fc\u015fteri anketleri g\u00f6ndermektir. Do\u011frudan m\u00fc\u015fteri geri bildirimi alman\u0131z ve sizinle i\u015f yapma konusunda ne hissettiklerini belirlemeniz i\u00e7in bir yol sunar. \u015eimdi merak edilen, anket g\u00f6ndermek i\u00e7in uygun zaman\u0131n ne zaman oldu\u011fudur? \u0130\u015fte anket g\u00f6ndermek i\u00e7in baz\u0131 iyi zamanlar:<\/p>\n\n<ul>\n<li>M\u00fc\u015fteriye ilk sat\u0131\u015f\u0131n\u0131zdan hemen sonra<\/li>\n\n\n\n<li>Bir m\u00fc\u015fteri hizmetleri talebinin \u00e7\u00f6z\u00fcmlenmesinin ard\u0131ndan<\/li>\n\n\n\n<li>Bir yeti\u015ftirme kampanyas\u0131n\u0131n par\u00e7as\u0131 olarak periyodik olarak<\/li>\n<\/ul>\n\n<p><strong>QuestionPro anket yaz\u0131l\u0131m\u0131n\u0131 kullanarak m\u00fc\u015fteri deneyiminizi, \u00fcr\u00fcn ve hizmetiniz hakk\u0131nda ne hissettiklerini anketler yaparak \u00f6\u011frenin.<\/strong><\/p>\n\n<ol start=\"2\">\n<li>Net destek\u00e7i puan\u0131 (NPS)<\/li>\n<\/ol>\n\n<p>Net destekleyici puan\u0131 m\u00fc\u015fterinin bir g\u00f6stergesidir. M\u00fc\u015fteri mutlulu\u011fundaki de\u011fi\u015fiklikleri izlemek i\u00e7in bunu bir <a href=\"https:\/\/www.questionpro.com\/blog\/metrics-to-measure-customer-satisfaction\/\">m\u00fc\u015fteri memnuniyeti<\/a> \u00f6l\u00e7\u00fct\u00fc olarak kullanabilirsiniz. M\u00fc\u015fterilere 1 ila 10 aras\u0131nda bir \u00f6l\u00e7ekte \u015firketinizi ba\u015fkalar\u0131na tavsiye etme olas\u0131l\u0131klar\u0131n\u0131n ne kadar oldu\u011fu sorulur.<\/p>\n\n<p><strong>Bu metri\u011fi kullanmak istiyorsan\u0131z, QuestionPro sizin i\u00e7in orada. QuestionPro NPS anket panosu, NPS de\u011ferini g\u00f6steren ayr\u0131nt\u0131l\u0131 \u00e7izelge ve grafiklere sahiptir. Ayr\u0131ca co\u011frafi b\u00f6lge, \u00fcr\u00fcn ve hizmete g\u00f6re kar\u015f\u0131la\u015ft\u0131rmal\u0131 NPS puanlar\u0131 ve k\u0131yaslamalar\u0131 da g\u00f6sterir.<\/strong><\/p>\n\n<ol start=\"3\">\n<li>Sosyal medya duyarl\u0131l\u0131k analizi<\/li>\n<\/ol>\n\n<p>Sosyal medya verilerini analiz etmek, m\u00fc\u015fterilerin mutlulu\u011funu \u00f6l\u00e7menin bir ba\u015fka yoludur. Bu verileri, m\u00fc\u015fterilerin i\u015fletmenizle ilgili neleri sevdi\u011fini ve nelerin de\u011fi\u015ftirilmesi gerekti\u011fini belirlemek i\u00e7in kullanabilirsiniz. \u0130nsanlar\u0131n i\u015fletmenizi \u00e7evrimi\u00e7i ortamda nas\u0131l tart\u0131\u015ft\u0131\u011f\u0131na dair fikir verebilir.<\/p>\n\n<p><strong>QuestionPro anket yaz\u0131l\u0131m\u0131, m\u00fc\u015fterilerinizin duygular\u0131n\u0131 analiz etmek i\u00e7in duygu analizi ara\u00e7lar\u0131na sahiptir. \u0130\u015fletmeler, QuestionPro&#8217;nun duygu analizi arac\u0131n\u0131 analiz ederek do\u011fru yolda olup olmad\u0131klar\u0131n\u0131 belirleyebilirler. Ayr\u0131ca m\u00fc\u015fteri mutlulu\u011funu \u00f6l\u00e7meye ve m\u00fc\u015fteri kayb\u0131n\u0131 azaltmaya da yard\u0131mc\u0131 olur.  <\/strong><\/p>\n\n<h2 class=\"wp-block-heading\">Sonu\u00e7<\/h2>\n\n<p>M\u00fc\u015fteri mutlulu\u011fu \u015firketiniz \u00fczerinde do\u011frudan bir etkiye sahip olabilir! M\u00fc\u015fterileri daha sad\u0131k hale getirecek ve daha fazlas\u0131 i\u00e7in geri gelmelerini sa\u011flayacakt\u0131r. M\u00fc\u015fterilerinizi mutlu etmek ve mutlu tutmak i\u00e7in yapabilece\u011finiz pek \u00e7ok \u015fey var. Markan\u0131z\u0131n bir marka olarak tan\u0131nmas\u0131n\u0131 istiyorsan\u0131z, m\u00fc\u015fterilerini \u00f6nemseyin ve onlara de\u011ferli olduklar\u0131n\u0131 hissettirin.  <\/p>\n\n<p>Bu ad\u0131mlar\u0131 kullanarak m\u00fc\u015fteri mutlulu\u011funuzu hemen art\u0131rabilirsiniz. QuestionPro bunu yapman\u0131za yard\u0131mc\u0131 olabilir. QuestionPro CX, m\u00fc\u015fteri deneyimini ve geri bildirimlerini y\u00f6netmek i\u00e7in bir ara\u00e7t\u0131r. M\u00fc\u015fteri yolculu\u011funuzu izlemenize yard\u0131mc\u0131 olur ve size ger\u00e7ek zamanl\u0131 veriler sa\u011flar. \u00dccretsiz deneme i\u00e7in QuestionPro ile ileti\u015fime ge\u00e7in.<\/p>\n\n<p><\/p><p style=\"text-align: center;\"><a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\">\n  <button>DAHA FAZLA BI\u0307LGI\u0307 EDI\u0307NI\u0307N<\/button>\n<\/a>       <a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=blog\" target=\"_blank\" rel=\"noopener\">\n  <button>\u00dcCRETS\u0130Z DENEME<\/button>\n<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>M\u00fc\u015fterilerin kalbini ve akl\u0131n\u0131 kazanmak zor olabilir. Ne istiyorlar? Ne istediklerini bilmek ve m\u00fc\u015fterilerinizi \u00fcr\u00fcn veya hizmetlerinizden memnun tutmak \u00f6nemlidir. [&hellip;]<\/p>\n","protected":false},"author":49,"featured_media":770838,"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":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>M\u00fc\u015fteri Mutlulu\u011fu: Nedir ve Nas\u0131l \u00d6l\u00e7\u00fcl\u00fcr? | QuestionPro<\/title>\n<meta name=\"description\" content=\"Memnuniyet d\u00fczeylerini bilmek i\u00e7in m\u00fc\u015fteri mutlulu\u011funu korumak ve \u00f6l\u00e7mek \u00f6nemlidir. 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