{"id":794802,"date":"2022-05-27T16:15:16","date_gmt":"2022-05-27T23:15:16","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/musteri-memnuniyeti-orneklerle-ne-oldugu\/"},"modified":"2022-05-27T16:15:16","modified_gmt":"2022-05-27T16:15:16","slug":"musteri-memnuniyeti-orneklerle-ne-oldugu","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/musteri-memnuniyeti-orneklerle-ne-oldugu\/","title":{"rendered":"M\u00fc\u015fteri memnuniyeti: \u00d6rneklerle ne oldu\u011fu"},"content":{"rendered":"

M\u00fc\u015fterinizle ilgilenerek, asl\u0131nda sistemi d\u00fczelten ve \u015firketi geli\u015ftiren bir s\u00fcreci harekete ge\u00e7irirsiniz ve bu s\u00fcre\u00e7te m\u00fc\u015fteriyi daha iyi durumda b\u0131rak\u0131rs\u0131n\u0131z. Bu, iyi bir m\u00fc\u015fteri deneyimi sa\u011flaman\u0131n \u00f6tesine ge\u00e7erek m\u00fc\u015fteri memnuniyeti sa\u011flamakt\u0131r.<\/span><\/p>\n

M\u00fc\u015fteri memnuniyeti nedir?<\/h2>\n

Memnun olmak ne anlama geliyor? Ve daha spesifik olarak, m\u00fc\u015fterinizin memnun olmas\u0131 ne anlama geliyor? M\u00fc\u015fteri memnuniyeti, m\u00fc\u015fterilerinizin beklentilerini kar\u015f\u0131lamakla kalmay\u0131p onlar\u0131 sevin\u00e7ten par\u0131ldayacaklar\u0131 noktaya kadar a\u015fma kavram\u0131d\u0131r. <\/span><\/p>\n

M\u00fc\u015fterilerinizin ihtiya\u00e7lar\u0131n\u0131 \u00f6ng\u00f6rmek ve bunlara g\u00f6re hareket etmek, ileti\u015fim engellerini ortadan kald\u0131rmak ve s\u00fcrekli olarak tek m\u00fc\u015fteriniz gibi hissetmelerini sa\u011flamakt\u0131r. M\u00fc\u015fteri memnuniyetinin olumlu a\u011f\u0131zdan a\u011f\u0131za pazarlama, artan m\u00fc\u015fteri memnuniyeti ve azalan m\u00fc\u015fteri kayb\u0131na yol a\u00e7t\u0131\u011f\u0131 bir s\u0131r de\u011fildir.<\/span><\/p>\n

\u015eirket perspektifinden bak\u0131ld\u0131\u011f\u0131nda, m\u00fc\u015fteri memnuniyetinin m\u00fc\u015fteriler ve potansiyel m\u00fc\u015fterilerle temas edecek t\u00fcm \u00e7al\u0131\u015fanlar\u0131n g\u00f6revi oldu\u011funu unutmamak \u00f6nemlidir. Bir m\u00fc\u015fteri olumlu bir kullan\u0131c\u0131 deneyimi ya\u015fayabilir, ancak bu deneyim faturalama ekibiyle ya\u015fanan olumsuz bir deneyimle h\u0131zla g\u00f6lgelenebilir.<\/span><\/p>\n

M\u00fc\u015fteri memnuniyeti nas\u0131l art\u0131r\u0131l\u0131r?<\/h2>\n

\u015eirket i\u00e7inde m\u00fc\u015fteri memnuniyetini sa\u011flaman\u0131n en iyi yolu m\u00fc\u015fteri odakl\u0131 bir k\u00fclt\u00fcr olu\u015fturmakt\u0131r: her zaman m\u00fc\u015fteri deneyimi i\u00e7in en iyisinin ne oldu\u011funu sormak. <\/span><\/p>\n

M\u00fc\u015fteri memnuniyeti, i\u015fletmeler aras\u0131nda b\u00fcy\u00fck \u00f6l\u00e7ekte var olan bir \u015fey de de\u011fildir. T\u00fcketiciler olarak hepimiz s\u00fcrekli olarak markalar ve \u015firketlerle ya\u015fad\u0131\u011f\u0131m\u0131z deneyimlerle ilgili durumlar\u0131n i\u00e7indeyiz. \u00d6rne\u011fin, bir ma\u011fazadan yapt\u0131\u011f\u0131n\u0131z son al\u0131\u015fveri\u015fi d\u00fc\u015f\u00fcn\u00fcn. <\/span><\/p>\n

Yeterli park yeri var m\u0131yd\u0131? Arad\u0131\u011f\u0131n\u0131z \u00fcr\u00fcn kolayca bulundu mu? Kasiyer arkada\u015f canl\u0131s\u0131 m\u0131yd\u0131? T\u00fcm bu olaylar daha geni\u015f m\u00fc\u015fteri deneyiminin bir par\u00e7as\u0131d\u0131r ve sahip oldu\u011funuz memnuniyet d\u00fczeyi hepsine ba\u011fl\u0131d\u0131r. <\/span><\/p>\n

M\u00fc\u015fteri Memnuniyeti \u00d6rne\u011fi<\/h2>\n

Doktorumun i\u015fini onun i\u00e7in yapmay\u0131 seviyorum. Hi\u00e7bir \u00f6deme yapm\u0131yor ama re\u00e7etelerimi do\u011fru yazd\u0131\u011f\u0131ndan ve eczaneye ula\u015ft\u0131\u011f\u0131ndan emin olmak i\u00e7in onunla defalarca g\u00f6r\u00fc\u015f\u00fcyorum. Tan\u0131d\u0131k geldi mi? Eczane ila\u00e7lar\u0131 almad\u0131klar\u0131n\u0131, doktor ise g\u00f6nderdi\u011fini s\u00f6yl\u00fcyor, bu y\u00fczden ila\u00e7lar\u0131m\u0131 alana kadar ayak i\u015flerini ben yap\u0131yorum. Ama en az\u0131ndan doktorumla s\u0131k s\u0131k konu\u015fabiliyorum ki bunu hepimiz isteriz, de\u011fil mi?<\/span><\/p>\n

Kariyerimizin son 20 y\u0131l\u0131nda, i\u015f sistemlerine ince ayar yapmaya ve insanlar\u0131 sorumlu tutmaya odakland\u0131k, bu nedenle belki de sisteme biraz odaklanman\u0131n m\u00fc\u015fteri deneyimini b\u00fcy\u00fck \u00f6l\u00e7\u00fcde art\u0131rabilece\u011fi bariz alanlara kar\u015f\u0131 biraz fazla duyarl\u0131y\u0131z. Doktorun re\u00e7eteyi do\u011fru yazmas\u0131n\u0131, elektronik sistemin bunu eczaneye g\u00f6ndermesini ve eczac\u0131n\u0131n da re\u00e7eteyi do\u011fru \u015fekilde haz\u0131rlamas\u0131n\u0131 m\u0131 beklemeliyiz? Bu tek ba\u015f\u0131na yeterince iyi bir m\u00fc\u015fteri deneyimi olurdu, ancak bu yeterince iyi mi? <\/span><\/p>\n

Doktorun bir re\u00e7ete g\u00f6nderdi\u011fi ve bu re\u00e7etenin eczaneye ula\u015fmas\u0131 i\u00e7in birden fazla telefon g\u00f6r\u00fc\u015fmesi ve video g\u00f6r\u00fc\u015fmesi yapman\u0131z gereken \u00fctopik bir d\u00fcnya hayal edin. Hayal k\u0131r\u0131kl\u0131\u011f\u0131 i\u00e7inde, bu durumun s\u0131k s\u0131k ya\u015fand\u0131\u011f\u0131n\u0131 ve elektronik sistemlerin ba\u015far\u0131s\u0131z oldu\u011fu konusunda klinik y\u00f6netimine \u015fikayette bulunduklar\u0131n\u0131, ancak hi\u00e7bir \u015feyin d\u00fczelmedi\u011fini itiraf ediyor. Bir m\u00fc\u015fteri olarak bu sizin i\u00e7in bir sorundur, ancak nihayetinde onlar\u0131n sorunudur. Hayal k\u0131r\u0131kl\u0131\u011f\u0131na u\u011frad\u0131n\u0131z ama d\u00fczeltemiyorsunuz. <\/span><\/p>\n

\u00c7aresiz bir hayal k\u0131r\u0131kl\u0131\u011f\u0131 i\u00e7indeyken, ofis m\u00fcd\u00fcr\u00fc sizi ar\u0131yor ve zorluk i\u00e7in \u00f6z\u00fcr diliyor ve katk\u0131 pay\u0131n\u0131z\u0131 geri \u00f6d\u00fcyor. Hay\u0131r, \u00f6yle bir \u015fey olmad\u0131 ama olabilirdi. \u015eimdi bunun di\u011fer hastalarda tekrar tekrar ya\u015fand\u0131\u011f\u0131n\u0131 hayal edin. Kay\u0131p dolarlar klinikten d\u0131\u015far\u0131 akarken, y\u00f6netim sistemi fark edip d\u00fczeltecek mi? Emin olabilirsin, hem de h\u0131zl\u0131ca. <\/span><\/p>\n

Sonu\u00e7<\/h2>\n

QuestionPro’da Doktorlar, eczaneler ve m\u00fc\u015fteriler hakk\u0131nda s\u0131k s\u0131k tart\u0131\u015fmalar yap\u0131yoruz. H\u0131zl\u0131 geli\u015fen ve h\u0131zl\u0131 \u00f6\u011frenen bir kurulu\u015f olarak, her g\u00fcn vaaz ettiklerimizi uygulamak i\u00e7in \u00e7al\u0131\u015f\u0131yoruz. Hem i\u015f yerinde hem de i\u015f d\u0131\u015f\u0131ndaki ger\u00e7ek durumlar\u0131 tart\u0131\u015farak, ger\u00e7e\u011fin \u00e7ekirdeklerini ara\u015ft\u0131r\u0131yor ve ard\u0131ndan bu mercekler ve dersler arac\u0131l\u0131\u011f\u0131yla kendi sistemlerimize ince ayar yapmak i\u00e7in \u00e7al\u0131\u015f\u0131yoruz.<\/span><\/p>\n

M\u00fc\u015fteri merkezli bir \u015firket olarak, yapt\u0131\u011f\u0131m\u0131z her \u015fey m\u00fc\u015fterilerimizin iyili\u011fi i\u00e7indir. T\u00fcm tekliflerimiz, m\u00fc\u015fterilerimizin, m\u00fc\u015fterilerinin ve \u00e7al\u0131\u015fanlar\u0131n\u0131n deneyimleri hakk\u0131nda bilgi sahibi olmalar\u0131 i\u00e7in ihtiya\u00e7 duyduklar\u0131 h\u0131zl\u0131 ve g\u00fcvenilir geri bildirimleri almalar\u0131n\u0131 sa\u011flamak i\u00e7in var. <\/span><\/p>\n

\u0130yi (veya k\u00f6t\u00fc) bir deneyim hikayeniz varsa, sizden duymak isteriz. M\u00fc\u015fterilerinize ger\u00e7ekten keyif verebilmeniz i\u00e7in m\u00fc\u015fteri deneyimi sistemlerinizdeki hatalar\u0131 gidermeye yard\u0131mc\u0131 olmak \u00fczere birlikte \u00e7al\u0131\u015fal\u0131m. <\/span><\/p>\n

\u00dcCRETSIZ HESAP OLU\u015eTUR<\/strong><\/a><\/p>\n

Yazarlar<\/strong>: Stephen Zerr & John Speth<\/p>\n","protected":false},"excerpt":{"rendered":"

M\u00fc\u015fterinizle ilgilenerek, asl\u0131nda sistemi d\u00fczelten ve \u015firketi geli\u015ftiren bir s\u00fcreci harekete ge\u00e7irirsiniz ve bu s\u00fcre\u00e7te m\u00fc\u015fteriyi daha iyi durumda b\u0131rak\u0131rs\u0131n\u0131z. […]<\/p>\n","protected":false},"author":80,"featured_media":711687,"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":[1187],"tags":[],"yoast_head":"\nM\u00fc\u015fteri memnuniyeti: \u00d6rneklerle ne oldu\u011fu | QuestionPro<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri memnuniyeti, m\u00fc\u015fterilerinizin beklentilerini kar\u015f\u0131lama ve onlar\u0131 sevin\u00e7le par\u0131ldad\u0131klar\u0131 noktaya kadar a\u015fma kavram\u0131d\u0131r.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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