{"id":800371,"date":"2022-09-13T12:06:02","date_gmt":"2022-09-13T19:06:02","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/3-somut-olmayan-unsurlar-deneyim-sali-cx-dusunceler\/"},"modified":"2022-09-13T12:06:02","modified_gmt":"2022-09-13T12:06:02","slug":"3-somut-olmayan-unsurlar-deneyim-sali-cx-dusunceler","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/3-somut-olmayan-unsurlar-deneyim-sali-cx-dusunceler\/","title":{"rendered":"Deneyimde 3 Somut Olmayan Unsur &#8211; Sal\u0131 CX D\u00fc\u015f\u00fcnceleri"},"content":{"rendered":"<p><span style=\"font-weight: 400;\"> <\/span><span style=\"font-weight: 400;\">Ge\u00e7en hafta beyzbol vuru\u015f b\u00f6lgesi ve oyuncular\u0131n, menajerlerin ve taraftarlar\u0131n ligden ve hakemlerden en \u00e7ok talep ettikleri \u015fey hakk\u0131nda yazm\u0131\u015ft\u0131m.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sporun &#8220;e\u011flenceli&#8221; d\u00fcnyas\u0131n\u0131 bir an i\u00e7in b\u0131rak\u0131p g\u00fcnl\u00fck hayat\u0131m\u0131za bakt\u0131\u011f\u0131m\u0131zda, &#8220;tan\u0131m&#8221; ve &#8220;tutarl\u0131l\u0131k&#8221; hakk\u0131nda konu\u015ftum ve \u00e7o\u011fu ki\u015finin i\u015flerinde, deneyimlerinde (sadece sporla s\u0131n\u0131rl\u0131 de\u011fil) bekledi\u011fi \u015fey budur.  <\/span><span style=\"font-weight: 400;\">m\u00fc\u015fteri\u0307 deneyi\u0307mleri\u0307<\/span><span style=\"font-weight: 400;\">ayn\u0131 zamanda faaliyetlere ve etkinliklere) ve hatta arkada\u015flar\u0131na ula\u015f\u0131yor.  <\/span><\/p>\n<h2>Daha h\u0131zl\u0131, daha iyi ve daha ucuz<\/h2>\n<p><span style=\"font-weight: 400;\">Hayatlar\u0131m\u0131z s\u00f6z konusu oldu\u011funda, biraz &#8220;empati&#8221; sahibi olmay\u0131 da bekleriz.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bu \u00fc\u00e7 fikir de adil ve anla\u015f\u0131l\u0131r g\u00f6r\u00fcn\u00fcyor, <a href=\"https:\/\/www.questionpro.com\/blog\/the-anatomy-of-a-strike-tuesday-cx-thoughts\/\" target=\"_blank\" rel=\"noopener\">ancak ge\u00e7en hafta tart\u0131\u015ft\u0131\u011f\u0131m gibi<\/a>, bu fikirlerin uygulanmas\u0131 ve insan unsurunun \u00e7e\u015fitlili\u011fi meseleleri karma\u015f\u0131kla\u015ft\u0131r\u0131yor. Bunu basitle\u015ftirmek i\u00e7in  <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/\"><br \/>\n  <span style=\"font-weight: 400;\">m\u00fc\u015fteri deneyimi yaz\u0131l\u0131m platformu<\/span><br \/>\n<\/a><span style=\"font-weight: 400;\"> geri bildirimi ve hatta yan\u0131tlar\u0131 otomatikle\u015ftirmek i\u00e7in <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/closed-loop\/case-management.html\"><br \/>\n  <span style=\"font-weight: 400;\">kapal\u0131 d\u00f6ng\u00fc geri bildirim<\/span><br \/>\n<\/a><span style=\"font-weight: 400;\"> ama bu genellikle geri tepebilir. <\/span> <\/p>\n<p><span style=\"font-weight: 400;\">Bir zamanlar birlikte \u00e7al\u0131\u015ft\u0131\u011f\u0131m biri, m\u00fc\u015fteriler taraf\u0131ndan talep edilen \u00fc\u00e7 \u015fey oldu\u011funu s\u00f6ylemi\u015fti: daha h\u0131zl\u0131, daha iyi ve daha ucuz. M\u00fc\u015fterilerin sadece iki tane alabilece\u011fini s\u00f6yledi:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Daha h\u0131zl\u0131 ve daha iyi daha pahal\u0131 olacakt\u0131r<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Daha az maliyetli ve daha h\u0131zl\u0131 olmas\u0131 kaliteyi d\u00fc\u015f\u00fcrecektir<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Daha iyi ve daha ucuz olmas\u0131 zaman alacakt\u0131r<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Kendisi a\u00e7\u0131s\u0131ndan hepsi adil noktalar (ve bir operasyon bireyi olarak, bu duyguyu kesinlikle anl\u0131yorum), ancak yine de m\u00fc\u015fterinin istedi\u011fi (veya bazen ihtiya\u00e7 duydu\u011fu) her \u015feyi sa\u011flam\u0131yor.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-440329\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/09\/TCXT-Meta_images-12.gif\" alt=\"\" width=\"1004\" height=\"564\"><\/p>\n<h2>CX stratejinizin bir par\u00e7as\u0131 olmas\u0131 gereken 3 somut olmayan unsur<\/h2>\n<p><span style=\"font-weight: 400;\">Bir tart\u0131\u015fmaya ba\u015flamak i\u00e7in baz\u0131 parametrelere sahip olmak harikad\u0131r, ancak her birinin vurgusunun de\u011fi\u015fece\u011fini de kabul edin. Bu durum, bir \u015firketin par\u00e7as\u0131 olmas\u0131 gereken bu \u00fc\u00e7 somut olmayan unsur i\u00e7in de ge\u00e7erlidir.  <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/why\/cx-strategy.html\" target=\"_blank\" rel=\"noopener\"><br \/>\n  <span style=\"font-weight: 400;\">m\u00fc\u015fteri deneyimi stratejisi<\/span><br \/>\n<\/a><span style=\"font-weight: 400;\">. <\/span> <\/p>\n<p><span style=\"font-weight: 400;\">T\u0131pk\u0131 yukar\u0131daki fikirler gibi, bunlar da hem m\u00fc\u015fteriler hem de \u015firket taraf\u0131ndan her zaman kolayca \u00f6l\u00e7\u00fclemez veya anla\u015f\u0131lamaz. Ne olursa olsun, bunlar\u0131 her zaman hayat\u0131n\u0131za yerle\u015ftirmek i\u00e7in \u00e7aba g\u00f6stermelisiniz.  <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-map\/\" target=\"_blank\" rel=\"noopener\"><br \/>\n  <span style=\"font-weight: 400;\">m\u00fc\u015fteri yolculu\u011fu<\/span><br \/>\n<\/a><span style=\"font-weight: 400;\"> ve senin <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/customer-touchpoints\/\" target=\"_blank\" rel=\"noopener\"><br \/>\n  <span style=\"font-weight: 400;\">m\u00fc\u015fteri deneyimi temas noktalar\u0131<\/span><br \/>\n<\/a><span style=\"font-weight: 400;\"> boyunca \u00f6l\u00e7\u00fcm <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/why\/journey-mapping.html\" target=\"_blank\" rel=\"noopener\"><br \/>\n  <span style=\"font-weight: 400;\">yolculuk haritas\u0131<\/span><br \/>\n<\/a><span style=\"font-weight: 400;\">. <\/span> <\/p>\n<p><strong>1. Tan\u0131m<\/strong><span style=\"font-weight: 400;\"> &#8211; Basit\u00e7e, m\u00fc\u015fteriler i\u00e7in <strong>beklentileri tan\u0131mlay\u0131n<\/strong>. <\/span> <\/p>\n<p><span style=\"font-weight: 400;\">As <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/the-anatomy-of-a-strike-tuesday-cx-thoughts\/\"><br \/>\n  <span style=\"font-weight: 400;\">ge\u00e7en hafta bahsedilen<\/span><br \/>\n<\/a><span style=\"font-weight: 400;\">Bunu s\u00f6ylemek yapmaktan \u00e7ok daha kolayd\u0131r. Bir tan\u0131m yarataca\u011f\u0131m i\u00e7in muhtemelen herkes kadar ben de su\u00e7luyum, ancak bunu anlad\u0131\u011f\u0131m terimlerle tan\u0131ml\u0131yorum. O zaman en k\u00f6t\u00fc hatalardan biri olan &#8220;varsay\u0131lan&#8221; k\u0131s\u0131mlar\u0131 atlayaca\u011f\u0131m.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bir olu\u015ftururken <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-map\/\"><br \/>\n  <span style=\"font-weight: 400;\">m\u00fc\u015fteri yolculu\u011fu \u015fablonu<\/span><br \/>\n<\/a>,<span style=\"font-weight: 400;\">  \u015f\u00fcphesiz i\u00e7 ve d\u0131\u015f perspektiflere bakman\u0131z gerekti\u011fini bileceksiniz. Muhtemelen bunun i\u00e7in iki s\u00fctun listeleyeceksiniz. Kullan\u0131c\u0131dan yolculu\u011fu &#8220;mikro yolculuklara&#8221; ay\u0131rmas\u0131n\u0131 isteyeceksiniz, b\u00f6ylece m\u00fc\u015fterinin s\u00fcreci tamamlamak i\u00e7in yapmas\u0131 gereken belirli eylemleri ve\/veya tepkileri g\u00f6sterecek.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Olduk\u00e7a ayr\u0131nt\u0131l\u0131 baz\u0131 \u00f6rnekler g\u00f6rd\u00fcm, ancak \u00e7o\u011fu zaman en \u00f6nemli \u015fey en ba\u015fta s\u00f6ylenmiyor: &#8220;Bunu neden yap\u0131yoruz?&#8221; Yolculuk haritas\u0131na sadece bu i\u015fi <em>yapmak<\/em> de\u011fil, bu i\u015fi \u00fcstlenmekteki hedeflerimiz a\u00e7\u0131s\u0131ndan bakmam\u0131z gerekiyor.  <\/span><\/p>\n<p><strong>2. Tutarl\u0131l\u0131k<\/strong><span style=\"font-weight: 400;\"> &#8211; M\u00fc\u015fterilerinizin beklentilerini <strong>tan\u0131mlad\u0131ktan<\/strong> sonra, bu beklentileri kar\u015f\u0131laman\u0131z <strong>gerekir<\/strong>. <\/span> <\/p>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fterinin Sesi program\u0131n\u0131z\u0131n sadece aleyhtarlar\u0131 y\u00f6netmek \u00fczerine kurulu oldu\u011funu varsayal\u0131m. Bu durumda, tutarl\u0131l\u0131k sa\u011fl\u0131yor olabilirsiniz, ancak muhtemelen  <\/span><b>tan\u0131m<\/b><span style=\"font-weight: 400;\">  beklentileri tan\u0131mlamak i\u00e7in bir araya getirdi\u011finiz. E\u011fer sadece aleyhtarlara cevap verirseniz  <\/span><b>tutarl\u0131l\u0131k <\/b><span style=\"font-weight: 400;\">korkun\u00e7. <\/span> <\/p>\n<p><span style=\"font-weight: 400;\">QuestionPro CX platformumuzun bir par\u00e7as\u0131 olarak <a href=\"https:\/\/www.questionpro.com\/cx\/closed-loop-vs-open-loop-cx.html\" target=\"_blank\" rel=\"noopener\">Outer Loop ara\u00e7lar\u0131<\/a> sa\u011fl\u0131yoruz, b\u00f6ylece \u015firketler tekrar tekrar ortaya \u00e7\u0131kan sorunlar\u0131 iyile\u015ftirebiliyorlar. Bizim  <\/span><a href=\"https:\/\/www.questionpro.com\/nps-plus\/\"><br \/>\n  <span style=\"font-weight: 400;\">QuestionPro&#8217;ya \u00f6zel NPS+<\/span><br \/>\n<\/a><span style=\"font-weight: 400;\"> m\u00fc\u015fteri deneyiminin iyile\u015ftirilmesi i\u00e7in tutarl\u0131l\u0131\u011fa sahip olacak de\u011fi\u015fiklikleri y\u00f6nlendirebilecek temel nedenlerin belirlenmesine olanak tan\u0131r. <\/span> <\/p>\n<p><strong>3. Empati<\/strong><span style=\"font-weight: 400;\"> &#8211; M\u00fc\u015fteri deneyimi ara\u015ft\u0131rmalar\u0131nda en \u00e7ok kullan\u0131lan ama en <em>az<\/em> kullan\u0131lan kelimelerden biri oldu\u011fu i\u00e7in bu her zaman zor bir konudur. <\/span> <\/p>\n<p><span style=\"font-weight: 400;\">Sahip oldu\u011funuzda <\/span><b>tan\u0131m<\/b><span style=\"font-weight: 400;\">istedi\u011fimizi s\u00f6ylemek kolayd\u0131r. <\/span><b>tutarl\u0131l\u0131k <\/b><span style=\"font-weight: 400;\">yoklu\u011funda olacak olan <\/span><b>empati<\/b><span style=\"font-weight: 400;\">. O zaman kullanmaya \u00e7al\u0131\u015f\u0131r\u0131z  <\/span><a href=\"https:\/\/www.questionpro.com\/features\/sentiment-analysis.html\"><br \/>\n  <span style=\"font-weight: 400;\">duyarl\u0131l\u0131k<\/span><br \/>\n<\/a><span style=\"font-weight: 400;\"> ve <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/tools-to-help-you-analyze-social-media-chatter\/\"><br \/>\n  <span style=\"font-weight: 400;\">sosyal medya anali\u0307zleri\u0307<\/span><br \/>\n<\/a><span style=\"font-weight: 400;\"> empatik bir \u00e7a\u011fr\u0131 yapmak i\u00e7in. <\/span> <\/p>\n<p><span style=\"font-weight: 400;\">Yine de, nihayetinde empati f\u0131rsat\u0131m\u0131z\u0131 de\u011ferlendirebilece\u011fimiz ve \u00f6l\u00e7ebilece\u011fimiz istatistiklere d\u00f6n\u00fc\u015ft\u00fcrmek istiyoruz. Samimi olmayan bir \u00f6z\u00fcr empati de\u011fildir. Bir aleyhte anketten sonra otomatik bir kupon empati de\u011fildir. Ne yapar  <\/span><b>empati <\/b><span style=\"font-weight: 400;\">zor olan \u015fey, bunun neredeyse <\/span><b>tan\u0131m <\/b><span style=\"font-weight: 400;\">ve <\/span><b>tutarl\u0131l\u0131k<\/b><span style=\"font-weight: 400;\">Yine de <\/span><a href=\"https:\/\/www.youtube.com\/watch?v=mFoJVyyEYas\"><br \/>\n  <span style=\"font-weight: 400;\">Jonathan Hawkins hakl\u0131 <\/span><br \/>\n<\/a><span style=\"font-weight: 400;\">empati kurabilece\u011finizi ve bunun \u00f6l\u00e7e\u011fini ortaya koyuyor. <\/span> <\/p>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fterilerinizin beklentilerini nas\u0131l tan\u0131mlad\u0131\u011f\u0131n\u0131z, empati, tutarl\u0131l\u0131k ve herkes i\u00e7in i\u015fe yarayan bir tan\u0131ma sahip olman\u0131n bir yolunu bulabilmenizi sa\u011flar. Bu ayn\u0131 zamanda \u00fc\u00e7\u00fcnde de zaman zaman ba\u015far\u0131s\u0131z olaca\u011f\u0131n\u0131z anlam\u0131na gelir, ancak \u00fc\u00e7\u00fcn\u00fc de tutarl\u0131 bir \u015fekilde yapmaya \u00e7al\u0131\u015f\u0131rsan\u0131z, m\u00fc\u015fterilerinizin g\u00f6z\u00fcnde ba\u015far\u0131l\u0131 olursunuz.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Unutmay\u0131n, <strong>m\u00fckemmellik bir gereklilik de\u011fildir<\/strong>. \u015eimdi yapman\u0131z gereken tek \u015fey, t\u00fcm X&#8217;leriniz, departmanlar\u0131n\u0131z ve yolculuklar\u0131n\u0131z i\u00e7in bunlar\u0131 bir araya getirmek.<\/span><\/p>\n<h2>Sizinle y\u00fcz y\u00fcze tan\u0131\u015faca\u011f\u0131m\u0131z i\u00e7in heyecanl\u0131y\u0131z!<\/h2>\n<p><span style=\"font-weight: 400;\">QuestionPro XDay&#8217;in bu sonbaharda canl\u0131 ve y\u00fcz y\u00fcze olaca\u011f\u0131n\u0131 biliyor muydunuz? Austin, TX&#8217;deki AT&amp;T Conference Hotel&#8217;de 27 Ekim&#8217;de harika bir konu\u015fmac\u0131 ve panelist kadrosu i\u00e7in bize kat\u0131l\u0131n. Canl\u0131 tart\u0131\u015fman\u0131n moderat\u00f6rl\u00fc\u011f\u00fcn\u00fc ben yapaca\u011f\u0131m: MGM Resorts, Google ve Research Narrative&#8217;den konuk konu\u015fmac\u0131lar\u0131m\u0131zla Linear, Lucky or Lies: the stories we tell with data. Bu konuda her \u015feyi \u00f6\u011frenin  <\/span><a href=\"https:\/\/www.questionpro.com\/xday\/fall-2022\/?utm_source=ken&amp;utm_campaign=cx-xday2022\"><span style=\"font-weight: 400;\">Burada<\/span><\/a><span style=\"font-weight: 400;\">. Bu ayn\u0131 zamanda CX ve EX dan\u0131\u015fmanlar\u0131m\u0131zla konu\u015fmak ve m\u00fc\u015fterilerinize tutarl\u0131 bir \u015fekilde empati sunman\u0131n yollar\u0131n\u0131 anlamak i\u00e7in de harika bir zaman.<\/span><\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/www.questionpro.com\/xday\/fall-2022\/?utm_source=ken&amp;utm_campaign=cx-xday2022\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>\u015eimdi Kaydolun<\/strong><\/a><\/span><\/p>\n<p><a href=\"https:\/\/www.linkedin.com\/in\/kenpeterson\/\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/05\/author-ken-peterson.png\" alt=\"\" width=\"1920\" height=\"1080\"><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Ge\u00e7en hafta beyzbol vuru\u015f b\u00f6lgesi ve oyuncular\u0131n, menajerlerin ve taraftarlar\u0131n ligden ve hakemlerden en \u00e7ok talep ettikleri \u015fey hakk\u0131nda yazm\u0131\u015ft\u0131m. [&hellip;]<\/p>\n","protected":false},"author":46,"featured_media":565212,"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>Deneyimde 3 Somut Olmayan Unsur - Sal\u0131 CX D\u00fc\u015f\u00fcnceleri | QuestionPro<\/title>\n<meta name=\"description\" content=\"CX&#039;te her zaman tan\u0131m, tutarl\u0131l\u0131k ve empatiye ihtiyac\u0131m\u0131z olacak. M\u00fc\u015fteri deneyimi stratejisinin bir par\u00e7as\u0131 olmas\u0131 gereken bu 3 somut olmayan unsur hakk\u0131nda bilgi edinin. 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