{"id":797618,"date":"2022-09-23T11:00:43","date_gmt":"2022-09-23T18:00:43","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/musteri-surtunmesi-nedir-ve-nasil-belirlenir\/"},"modified":"2022-09-23T11:00:43","modified_gmt":"2022-09-23T11:00:43","slug":"musteri-surtunmesi-nedir-ve-nasil-belirlenir","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/musteri-surtunmesi-nedir-ve-nasil-belirlenir\/","title":{"rendered":"M\u00fc\u015fteri S\u00fcrt\u00fcnmesi: Nedir ve Nas\u0131l Belirlenir?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri s\u00fcrt\u00fc\u015fmesi s\u00f6z konusu oldu\u011funda, tam olarak neyin kastedildi\u011fini anlamak kolay de\u011fildir. D\u00fczg\u00fcn bir a\u00e7\u0131klama yapmak i\u00e7in birka\u00e7 t\u0131klama daha gerekiyor.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00c7o\u011fu i\u015fletme i\u00e7in m\u00fc\u015fteri hizmetleri en \u00f6nemli \u015feydir. \u00c7ok az i\u015fletme, m\u00fc\u015fterilerin i\u015flerini kolayla\u015ft\u0131rmak i\u00e7in zaman ve para harc\u0131yor. \u00d6te yandan, m\u00fckemmel m\u00fc\u015fteri hizmetlerine sahip \u015firketler, s\u00fcrt\u00fcnme kayb\u0131 yoluyla mevcut ve gelecekteki m\u00fc\u015fterilerini kaybedebilir. M\u00fc\u015fteri hizmetleriyle ilgili sorunlar\u0131n d\u00fczeltilmesi zor olabilir, ancak en az\u0131ndan fark edilmeleri kolayd\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"> <\/span><i><span style=\"font-weight: 400;\">\u00d6rne\u011fin, &#8220;m\u00fc\u015fteri hizmetlerimizin ve g\u0131da kalitemizin iyile\u015ftirilmesi gerekiyor ve bu konuda e\u011fitime ihtiyac\u0131m\u0131z var.<\/span><\/i><\/p>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri s\u00fcrt\u00fc\u015fmesini ortadan kald\u0131rmaya ba\u015flamadan \u00f6nce, bunun ne oldu\u011funu bulman\u0131z gerekir. O zaman, bunu nas\u0131l d\u00fczeltebilece\u011finizi bulman\u0131z gerekir. Bunlar\u0131n hi\u00e7biri kolay de\u011fil!<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">M\u00fc\u015fteri s\u00fcrt\u00fcnmesi nedir?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri s\u00fcrt\u00fcnmesi, m\u00fc\u015fterinin \u00fcr\u00fcn\u00fc sat\u0131n almas\u0131n\u0131, iyi kullanmas\u0131n\u0131 veya \u00fcr\u00fcnde de\u011fer bulmas\u0131n\u0131 zorla\u015ft\u0131ran m\u00fc\u015fteri deneyiminin herhangi bir par\u00e7as\u0131d\u0131r. Bu kula\u011fa \u00e7ok kolay gelmeyebilir ama bunu m\u00fc\u015fterinin \u00f6n\u00fcnde duran her \u015fey olarak d\u00fc\u015f\u00fcn\u00fcn.<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">&#8220;\u00dcr\u00fcnlerini sat\u0131n almak istedim ama sipari\u015f vermek \u00e7ok zordu.&#8221;<\/span><\/i><\/p>\n<p><span style=\"font-weight: 400;\">Her g\u00fcn, k\u00fc\u00e7\u00fck s\u0131k\u0131nt\u0131lardan \u00f6nemli veri veya sistem ihlallerine kadar farkl\u0131 seviyelerde m\u00fc\u015fteri s\u00fcrt\u00fc\u015fmeleri ya\u015fan\u0131yor. \u015eiddetleri de\u011fi\u015fkenlik g\u00f6sterir. K\u00fc\u00e7\u00fck m\u00fc\u015fteri s\u00fcrt\u00fc\u015fme noktalar\u0131 bile pazarlama ve m\u00fc\u015fteriyi elde tutma planlar\u0131n\u0131z\u0131 b\u00fcy\u00fck \u00f6l\u00e7\u00fcde bozabilir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Yukar\u0131daki tart\u0131\u015fmam\u0131zda m\u00fc\u015fteri s\u00fcrt\u00fcnmesinin k\u0131sa bir tan\u0131m\u0131n\u0131 yapt\u0131k. \u015eimdi m\u00fc\u015fteri s\u00fcrt\u00fc\u015fmesini nas\u0131l tan\u0131mlayaca\u011f\u0131m\u0131z\u0131 tart\u0131\u015faca\u011f\u0131z.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">M\u00fc\u015fteri s\u00fcrt\u00fcnmelerinin tan\u0131mlanmas\u0131<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">A\u015fa\u011f\u0131dakilerden baz\u0131lar\u0131n\u0131 deneyerek m\u00fc\u015fterilerinizin \u00f6zel s\u00fcrt\u00fc\u015fmelerinin temeline inebilirsiniz:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><span style=\"font-weight: 400;\">M\u00fc\u015fterilerinizin yerine ge\u00e7in<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fterilerin deneyim hakk\u0131nda nas\u0131l hissettiklerini bilmeniz gerekir. S\u00fcre\u00e7lerinizin onlara nas\u0131l hissettirdi\u011fini ve nerede yetersiz kald\u0131\u011f\u0131n\u0131z\u0131 \u00f6\u011frenmek i\u00e7in kendinizi onlar\u0131n yerine koyun. Sizi rahats\u0131z eden t\u00fcm k\u0131s\u0131mlar\u0131 yaz\u0131n ve onlar\u0131 daha iyi hale getirmek i\u00e7in \u00e7al\u0131\u015f\u0131n.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><span style=\"font-weight: 400;\">Analizlerinizi izleyin<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Google Analytics&#8217;i do\u011fru kullan\u0131rsan\u0131z, web sitenizde m\u00fc\u015fterilerin \u00e7ok sorun ya\u015fad\u0131\u011f\u0131 b\u00f6l\u00fcmleri bulabilir ve m\u00fc\u015fteri s\u00fcrt\u00fc\u015fmelerinizi tespit etmenize yard\u0131mc\u0131 olur. Tek yapman\u0131z gereken, insanlar\u0131n \u00e7ok say\u0131da ayr\u0131ld\u0131\u011f\u0131 sayfalara bakmak.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bu size neyin de\u011fi\u015ftirilemeyece\u011fini g\u00f6sterecektir. Hangi sayfalar\u0131n insanlar\u0131n ba\u015fka hi\u00e7bir \u015feye bakmadan ayr\u0131lmas\u0131na neden olacak kadar sorunlu oldu\u011funu size s\u00f6yleyecektir.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><span style=\"font-weight: 400;\">Geri bildirimlere dikkat edin<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u0130yi bir i\u015f yapt\u0131\u011f\u0131n\u0131z\u0131 d\u00fc\u015f\u00fcnebilirsiniz, ancak m\u00fc\u015fterileriniz s\u00fcrt\u00fc\u015fme oldu\u011funu s\u00f6ylerse, tahmin edin ne olur? S\u00fcrt\u00fcnme var! M\u00fc\u015fterilerinizi dinlemek, nerede sorun ya\u015fad\u0131klar\u0131n\u0131 \u00f6\u011frenmenin en iyi yoludur\u200d.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><span style=\"font-weight: 400;\">Payda\u015f g\u00f6r\u00fc\u015fmeleri<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Sat\u0131\u015f ekibinizle veya m\u00fc\u015fterilerle ilgilenen di\u011fer ekiplerle bir araya gelin. \u015eirketinizin hedef kitlenizle do\u011frudan ba\u011flant\u0131 kuran \u00e7al\u0131\u015fanlar\u0131, onlar\u0131 anlayan (veya aray\u00fczden aray\u00fcze) tek ki\u015filerdir. Genellikle m\u00fc\u015fteriler taraf\u0131ndan dile getirilen en yayg\u0131n sorunlar\u0131, sorular\u0131 veya zorluklar\u0131 kaydederler. E\u011filimleri aray\u0131n ve bunlardan g\u00f6zlemlerini toplay\u0131n. M\u00fc\u015fterilerle etkile\u015fim halinde olan ekipler de baz\u0131 \u00e7al\u0131\u015fan \u00e7at\u0131\u015fmalar\u0131yla kar\u015f\u0131la\u015fabilir.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><span style=\"font-weight: 400;\">M\u00fc\u015fteri yolculuk haritas\u0131<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Bir m\u00fc\u015fterinin \u015firketinizle i\u015f yapmadan \u00f6nce atmas\u0131 gereken ad\u0131mlar\u0131n bir listesini yap\u0131n. \u200d Ne kadar \u00e7ok ad\u0131m varsa, o kadar zordur ve bir \u015feylerin yanl\u0131\u015f gitme ve sorun yaratma olas\u0131l\u0131\u011f\u0131 o kadar y\u00fcksektir. Bu yolu a\u00e7\u0131k ve takip etmesi kolay hale getirmenin yollar\u0131n\u0131 aray\u0131n.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><span style=\"font-weight: 400;\">M\u00fc\u015fterilerle g\u00f6r\u00fc\u015fmeler<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fterilerinize ya\u015fad\u0131klar\u0131 zorluklar\u0131 sormak, m\u00fc\u015fteri s\u00fcrt\u00fc\u015fmelerini tespit etmek i\u00e7in etkili bir y\u00f6ntemdir. M\u00fc\u015fterinizin \u00fcr\u00fcn veya hizmetinizle ilgili d\u00fc\u015f\u00fcncelerini belirlemek i\u00e7in tasarlanan Toyota&#8217;n\u0131n Be\u015f Neden yakla\u015f\u0131m\u0131n\u0131 benimsemeyi deneyebilirsiniz.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><span style=\"font-weight: 400;\">Web sitesi \u00f6l\u00e7\u00fcmleri<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">T\u00fcketicileriniz web sitenizdeki yolculuklar\u0131na nerede ba\u015fl\u0131yor ve nerede bitiriyor? Her sayfaya ne kadar s\u00fcre ay\u0131r\u0131yorlar? Bu, prosed\u00fcrde ne kadar ilerlediklerine ba\u011fl\u0131d\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">D\u00f6n\u00fc\u015f\u00fcm s\u00fcrecinde m\u00fc\u015fteri kaybetti\u011finiz herhangi bir site veya a\u015famaya dikkat edin. M\u00fc\u015fterileriniz bu sayfalarda ne yapmalar\u0131n\u0131 istedi\u011finizi anlayabilmelidir. \u015eu anda ilerlemek i\u00e7in ihtiya\u00e7 duyduklar\u0131 t\u00fcm bilgilere sahip olmad\u0131klar\u0131 d\u00fc\u015f\u00fcn\u00fclebilir.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><span style=\"font-weight: 400;\">M\u00fc\u015fteri anketleri<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Anketler m\u00fc\u015fteri s\u00fcrt\u00fc\u015fmelerini belirlemenize yard\u0131mc\u0131 olabilir. Uzun g\u00f6r\u00fc\u015fmeler yapam\u0131yorsan\u0131z, iyi yaz\u0131lm\u0131\u015f anketler sizin hakk\u0131n\u0131zda ne hissettiklerini ve sorunlar\u0131n\u0131n nerede oldu\u011funu \u00f6\u011frenmenize yard\u0131mc\u0131 olabilir. Anketler, m\u00fc\u015fterilerinizin sorunlar\u0131n\u0131, itirazlar\u0131n\u0131 ve \u00fcr\u00fcn\u00fcn\u00fcz hakk\u0131nda ne d\u00fc\u015f\u00fcnd\u00fcklerini \u00f6\u011frenme s\u00fcrecidir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Yukar\u0131dakilerden, m\u00fc\u015fteri s\u00fcrt\u00fc\u015fmelerini nas\u0131l tespit edebilece\u011fimizi \u00f6\u011frendik. \u015eimdi m\u00fc\u015fteri s\u00fcrt\u00fcnmesini azaltman\u0131n neden \u00f6nemli oldu\u011funu inceleyece\u011fiz.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">M\u00fc\u015fteri s\u00fcrt\u00fcnmesini azaltman\u0131n \u00f6nemi<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fterileriniz d\u00f6n\u00fc\u015f\u00fcm huniniz boyunca bir yolculu\u011fa \u00e7\u0131kar. Bir sonraki hamlelerini belirlemek sizin sorumlulu\u011funuzdad\u0131r. Asl\u0131nda, sizin yard\u0131m\u0131n\u0131za ihtiya\u00e7lar\u0131 var: M\u00fc\u015fterileriniz ekmek k\u0131r\u0131nt\u0131lar\u0131 ar\u0131yorsa, b\u00fcy\u00fck, kal\u0131n bir i\u015faretle orada olmal\u0131s\u0131n\u0131z.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bir sorun oldu\u011funda iyi m\u00fc\u015fteri hizmeti sunmak yeterli de\u011fildir. M\u00fc\u015fterileriniz i\u00e7in i\u015fleri daha kolay ve elveri\u015fli hale getirmeniz ve u\u011fra\u015fmalar\u0131 gereken s\u00fcrt\u00fcnme miktar\u0131n\u0131 azaltman\u0131z gerekir. Evet, bunu da yapmak zorundas\u0131n\u0131z, ancak sorunun ilk etapta ortaya \u00e7\u0131kmas\u0131n\u0131 engellemek daha \u00f6nemlidir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Engelleri kald\u0131rarak m\u00fc\u015fterilerinizin istediklerini yapmalar\u0131n\u0131 kolayla\u015ft\u0131r\u0131rs\u0131n\u0131z, ki bu ayn\u0131 zamanda sizin de yapmalar\u0131n\u0131 istemeniz gereken \u015feydir.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Sonu\u00e7<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Yukar\u0131daki tart\u0131\u015fmadan m\u00fc\u015fteri s\u00fcrt\u00fcnmelerini ve bunlar\u0131 nas\u0131l tan\u0131mlayabilece\u011fimizi \u00f6\u011frendik. M\u00fc\u015fteri s\u00fcrt\u00fcnmesini aktif bir \u015fekilde azaltman\u0131n yollar\u0131n\u0131 aramak en iyisi olacakt\u0131r. Geri bildirim al\u0131n, verilere bak\u0131n ve m\u00fc\u015fteri yolculu\u011funuzun i\u00e7inden ge\u00e7erken fark etti\u011finiz can s\u0131k\u0131c\u0131 k\u0131s\u0131mlar\u0131n\u0131 bulun.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sorunsuz bir m\u00fc\u015fteri deneyimi yaratman\u0131n asla bitmeyen bir s\u00fcre\u00e7 oldu\u011funun fark\u0131na var\u0131n. Her zaman m\u00fc\u015fterilerinizin hayat\u0131n\u0131 rakiplerinizden \u00e7ok daha kolay hale getirmenin yollar\u0131 vard\u0131r. Bu da b\u00fcy\u00fcmeniz i\u00e7in her zaman yer oldu\u011fu anlam\u0131na gelir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">QuestionPro, m\u00fc\u015fterilerinizin sorular\u0131n\u0131 gecikmeden ger\u00e7ek zamanl\u0131 olarak yan\u0131tlayarak s\u00fcrt\u00fc\u015fmeyi azaltmaya yard\u0131mc\u0131 olur. M\u00fc\u015fteri deneyiminizi kullanmak ve m\u00fc\u015fteri s\u00fcrt\u00fc\u015fmelerini daha iyi bir \u015fekilde azaltmak i\u00e7in QuestionPro CX \u00fcr\u00fcn\u00fcm\u00fcz\u00fc ke\u015ffedin.<\/span><\/p>\n<p style=\"text-align: center;\"><a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\"><br \/>\n  <button>DAHA FAZLA BI\u0307LGI\u0307 EDI\u0307NI\u0307N<\/button><br \/>\n<\/a>       <a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=home-cx\" target=\"_blank\" rel=\"noopener\"><br \/>\n  <button>\u00dcCRETS\u0130Z DENEME<\/button><br \/>\n<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>M\u00fc\u015fteri s\u00fcrt\u00fc\u015fmesi s\u00f6z konusu oldu\u011funda, tam olarak neyin kastedildi\u011fini anlamak kolay de\u011fildir. D\u00fczg\u00fcn bir a\u00e7\u0131klama yapmak i\u00e7in birka\u00e7 t\u0131klama daha [&hellip;]<\/p>\n","protected":false},"author":50,"featured_media":565564,"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 S\u00fcrt\u00fcnmesi: Nedir ve Nas\u0131l Belirlenir? | QuestionPro<\/title>\n<meta name=\"description\" content=\"Teknoloji ilerledik\u00e7e ve m\u00fc\u015fteri beklentileri artt\u0131k\u00e7a, m\u00fc\u015fteri s\u00fcrt\u00fc\u015fmelerini belirlemek daha \u00f6nemli hale geliyor. 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