{"id":803104,"date":"2022-01-26T09:03:03","date_gmt":"2022-01-26T16:03:03","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/cx-blog-ocak-2023\/"},"modified":"2022-01-26T09:03:03","modified_gmt":"2022-01-26T09:03:03","slug":"cx-blog-ocak-2023","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/cx-blog-ocak-2023\/","title":{"rendered":"2023’te Ka\u00e7\u0131rmak \u0130stemeyece\u011finiz 6 M\u00fc\u015fteri Deneyimi Trendi"},"content":{"rendered":"

\u015eirketinizdeki mevcut m\u00fc\u015fteri deneyimi stratejilerinizi nas\u0131l yeniden ke\u015ffedece\u011finizi \u00f6\u011frenmek, m\u00fc\u015fterileri elde tutman\u0131n ve yenilerini kazanman\u0131n anahtar\u0131d\u0131r. Basit\u00e7e s\u00f6ylemek gerekirse, her \u015fey s\u00fcrekli bir d\u00f6n\u00fc\u015f\u00fcm i\u00e7inde ve M\u00fc\u015fteri Deneyimi stratejileri<\/a> de bir istisna de\u011fil.<\/p>\n

M\u00fc\u015fterilerin tercihleri ve e\u011filimleri d\u00fczenli olarak de\u011fi\u015fmektedir, bu nedenle \u015firketler m\u00fc\u015fterilerin ihtiya\u00e7lar\u0131na ayak uydurmak ve g\u00fc\u00e7l\u00fc rakipler olarak kalmak i\u00e7in s\u00fcrekli geli\u015fim i\u00e7inde olmal\u0131d\u0131r. T\u0131pk\u0131 Blake Morgan’\u0131n dedi\u011fi gibi, “bug\u00fcn her \u015firketin iki \u015fey olmas\u0131 gerekiyor; deneyimli bir \u015firket ve bir teknoloji \u015firketi.” D\u00fcnyay\u0131 m\u00fc\u015fterinin g\u00f6z\u00fcnden g\u00f6r\u00fcn.<\/p>\n

QuestionPro CX 2023 Trend Rehberi<\/a>‘ni \u00fccretsiz olarak indirmeyi unutmay\u0131n <\/span>.<\/p>\n

Burada, bu y\u0131l M\u00fc\u015fteri Deneyimi<\/a> trendleri i\u00e7in ba\u015fl\u0131ca \u00f6ng\u00f6r\u00fcleri bulacaks\u0131n\u0131z:<\/p>\n

1. \u0130nsanl\u0131k ve otomasyon aras\u0131ndaki denge<\/h3>\n

Otomasyon, bir i\u015fletmeninm\u00fc\u015fteri hizmet<\/a> leriyle ilgili maliyetleri azaltmas\u0131 ve basit hizmet taleplerinin \u00e7\u00f6z\u00fcm s\u00fcresini h\u0131zland\u0131rmas\u0131 i\u00e7in harika bir yoldur. Peki t\u00fcketiciler bu konuda ne d\u00fc\u015f\u00fcn\u00fcyor?<\/p>\n

\u0130nsan m\u00fc\u015fteri hizmetleri temsilcileri i\u015fletmeler i\u00e7in bir zorunluluk olmaya devam ediyor. \u00d6rne\u011fin, t\u00fcketiciler chatbot’lara g\u00fcvenme konusunda hala isteksiz.<\/p>\n

\u0130nsanlar \u015fu anda dijital CX’in hizmet y\u00f6n\u00fc i\u00e7in \u00e7ok \u00f6nemli olmaya devam ediyor. M\u00fcmk\u00fcn olan en iyi m\u00fc\u015fteri deneyimini sa\u011flamak i\u00e7in chatbot’larla birlikte \u00e7al\u0131\u015fmal\u0131d\u0131rlar.<\/p>\n

2. Botlar\u0131n artan varl\u0131\u011f\u0131<\/h3>\n

Forrester’a g\u00f6re m\u00fc\u015fteriler bir \u015firketten be\u015f dakika veya daha k\u0131sa bir s\u00fcre i\u00e7inde yan\u0131t bekliyor.<\/em><\/p>\n

Bu ilk iki m\u00fc\u015fteri deneyimi trendi y\u00fczeyde \u00e7eli\u015fkili g\u00f6r\u00fcnebilir, ancak de\u011filler! Sohbet robotlar\u0131 m\u00fc\u015fteri hizmetleri ara\u00e7lar\u0131ndan daha fazlas\u0131d\u0131r, pazarlama ve sat\u0131\u015f i\u00e7in de harika olabilirler.<\/p>\n

Ayr\u0131ca, sohbet robotlar\u0131 t\u00fcketicilerin do\u011frudan mesajlar\u0131na otomatik olarak yan\u0131t vermek i\u00e7in sosyal medya kanallar\u0131yla entegre oluyor.<\/p>\n

Sohbet robotlar\u0131, bir insanla sohbet etmeye g\u00f6re iki ana avantaj sa\u011flar: h\u0131z ve kullan\u0131labilirlik. Yapay Zeka (AI), insanlardan daha fazla sorguyu ele alabilir ve bunu neredeyse anl\u0131k h\u0131zda yapabilir.<\/p>\n

3. M\u00fc\u015fteriler hiper-ki\u015fiselle\u015ftirilmi\u015f deneyimler bekliyor<\/h3>\n

T\u00fcketiciler her zamankinden daha fazla hiper-ki\u015fiselle\u015ftirilmi\u015f deneyimler istiyor ve b\u00fcy\u00fck veri analiti\u011fi bunu m\u00fcmk\u00fcn k\u0131lacak i\u00e7g\u00f6r\u00fcleri sa\u011fl\u0131yor.<\/p>\n

\u015eirketler pazarlama kampanyalar\u0131n\u0131 t\u00fcketici \u00f6zelliklerine g\u00f6re segmentlere ay\u0131rarak bunu ba\u015farabilirler. Bu genellikle e-posta pazarlamas\u0131nda veya e-ticaret web sayfalar\u0131nda g\u00f6r\u00fcl\u00fcr.<\/p>\n

\u00d6rne\u011fin, daha \u00f6nce kot pantolon al\u0131\u015fveri\u015fi yapm\u0131\u015f olan ki\u015filer, di\u011fer pantolon \u00e7iftleri i\u00e7in \u00f6neriler alabilir veya belki de harika bir k\u0131yafet olu\u015fturmak i\u00e7in kot pantolonla e\u015fle\u015ftirilebilecek di\u011fer k\u0131yafet par\u00e7alar\u0131.<\/p>\n

Bu, dijital m\u00fc\u015fteri deneyimini m\u00fckemmelle\u015ftirerek m\u00fcmk\u00fcn olan t\u00fcrden bir ki\u015fiselle\u015ftirmedir.<\/p>\n

4. T\u00fcketiciler \u015feffafl\u0131\u011fa b\u00fcy\u00fck de\u011fer veriyor<\/h3>\n

Dijital \u00e7a\u011fda \u015feffafl\u0131k, M\u00fc\u015fteri Deneyimi alan\u0131ndaki en \u00f6nemli ve acil trendlerden biridir. Reklam, fiyatland\u0131rma, i\u015f uygulamalar\u0131 vs. a\u00e7\u0131s\u0131ndan son derece \u015feffaf olmak, t\u00fcketici g\u00fcveninin olu\u015fturulmas\u0131na ve s\u00fcrd\u00fcr\u00fclmesine yard\u0131mc\u0131 olabilir.<\/p>\n

\u015eeffafl\u0131k ve d\u00fcr\u00fcstl\u00fck, bir \u015firketin pazarlama \u00e7abalar\u0131 arac\u0131l\u0131\u011f\u0131yla da g\u00f6sterilebilir. M\u00fc\u015fteriler, bir markan\u0131n de\u011ferleriyle e\u015fle\u015fen ger\u00e7ek mesajlar\u0131 takdir eder.<\/p>\n

Dijital \u00e7a\u011fda sahtek\u00e2rl\u0131k her hal\u00fck\u00e2rda ortaya \u00e7\u0131kar ve t\u00fcketicinin y\u0131llar s\u00fcren g\u00fcvenini sarsabilir.<\/p>\n

5. Veri koruma \u00e7ok \u00f6nemlidir<\/h3>\n

Forrester’a g\u00f6re, ABD’li t\u00fcketicilerin d\u00f6rtte biri, firmalar\u0131n \u00e7evrimi\u00e7i faaliyetlerini takip etmesini \u00f6nlemek i\u00e7in gizlilik ve g\u00fcvenlik ara\u00e7lar\u0131 kullan\u0131yor.<\/p>\n

T\u00fcketici verilerinin toplanmas\u0131 bir konu olsa da, verilerin korunmas\u0131 bamba\u015fka bir d\u00fcnyad\u0131r. Bir veri ihlali, dijital m\u00fc\u015fteri deneyimini mahvedebilir ve i\u015fletmeye duyulan g\u00fcveni a\u015f\u0131nd\u0131rabilir.<\/p>\n

\u015eirketlerin veri g\u00fcvenli\u011fini geli\u015ftirmesinin bir\u00e7ok yolu vard\u0131r. Dijital g\u00fcvenlik fark\u0131ndal\u0131k kampanyalar\u0131 ve bunlar\u0131n \u00e7evrimi\u00e7i e\u011fitimin zorunlu bir par\u00e7as\u0131 haline getirilmesi buna bir \u00f6rnektir.<\/p>\n

6. K\u00f6t\u00fc haber daha h\u0131zl\u0131 yay\u0131l\u0131r…<\/h3>\n

Hepimiz insanlar\u0131n olumsuz deneyimleri hakk\u0131nda iyi deneyimlerinden \u00e7ok daha fazla konu\u015ftuklar\u0131n\u0131 biliyoruz. CX analisti Esteban Kolsky’ye g\u00f6re, “26 m\u00fc\u015fteriden sadece 1’i olumsuz deneyimlerini bir i\u015fletmeye anlatacak; m\u00fc\u015fteri hizmetleri ger\u00e7eklerine g\u00f6re, geri kalan\u0131 sadece ayr\u0131l\u0131yor.”<\/p>\n

Bu istatistik, m\u00fc\u015fteri yolculu\u011funuz<\/a> boyunca s\u00fcrekli olarak geri bildirim talep etmenin ve onlardan aktif olarak \u00f6\u011frenmek i\u00e7in memnuniyetsiz m\u00fc\u015fterileri araman\u0131n kilit \u00f6nem ta\u015f\u0131d\u0131\u011f\u0131 anlam\u0131na geliyor. Neden memnun de\u011filler? Al\u0131\u015fveri\u015f deneyimlerini<\/a> nas\u0131l iyile\u015ftirebilirsiniz? M\u00fc\u015fterilerinizin sevdi\u011fi neyi do\u011fru yap\u0131yorsunuz? Bunlar m\u00fc\u015fterilerinize daha s\u0131k sorman\u0131z gereken sorular.<\/p>\n

M\u00fc\u015fterinizin deneyimini neden d\u00fczenli olarak takip etmelisiniz? Ger\u00e7ek \u015fu ki, m\u00fc\u015fteriniz \u015firketinizle iyi bir deneyim ya\u015famad\u0131ysa, sizi rakibinizle de\u011fi\u015ftirme riskleri olduk\u00e7a y\u00fcksektir. Bir PwC raporunun ortaya koydu\u011fu gibi, “(eskiden) sad\u0131k m\u00fc\u015fterilerin 3’te 1’i sadece bir k\u00f6t\u00fc deneyimden sonra bir markay\u0131 terk edecektir.”<\/p>\n

QuestionPro CX \u00fccretsiz deneme s\u00fcr\u00fcm\u00fcne eri\u015fin<\/a><\/p>\n

\n

BONUS: Yapay zeka konusundaki heyecan art\u0131yor, azalm\u0131yor<\/em><\/h4>\n<\/blockquote>\n

Yapay zeka, uzun zamand\u0131r g\u00f6r\u00fclen en y\u0131k\u0131c\u0131 teknolojilerden biri olabilir. Bildi\u011fimiz dijital m\u00fc\u015fteri deneyimini d\u00f6n\u00fc\u015ft\u00fcrmeye yard\u0131mc\u0131 olacak ve bir\u00e7ok m\u00fc\u015fteri deneyimi trendi yapay zeka geli\u015fmelerine dayan\u0131yor.<\/p>\n

“\u0130\u015fletmelerin %20’si modellerindeki \u00f6nyarg\u0131y\u0131 azaltmak ve d\u00f6n\u00fc\u015f\u00fcmsel i\u00e7g\u00f6r\u00fcler elde etmek i\u00e7in a\u00e7\u0131klanabilir yapay zekay\u0131 kullanacak” – Forrester<\/em><\/p>\n

Yukar\u0131da bahsedilen m\u00fc\u015fteri deneyimi trendlerinden ikisi yapay zeka teknolojisi taraf\u0131ndan desteklenmektedir: sohbet robotlar\u0131 ve ki\u015fiselle\u015ftirme.<\/p>\n

Genel olarak, dijital d\u00fcnyada M\u00fc\u015fteri Deneyimi alan\u0131nda bir\u00e7ok yeni ve heyecan verici trend var. Herkese uyan tek bir \u00e7\u00f6z\u00fcm olmasa da, m\u00fc\u015fterilere s\u00f6z hakk\u0131 vermek, m\u00fc\u015fterilerimizin motivasyonlar\u0131na kar\u015f\u0131 analitik ve empatik olmaktan ge\u00e7iyor.<\/p>\n

M\u00fc\u015fteri Deneyimi trendleri nelerdir?<\/h2>\n

Trend, bir zaman diliminde veya bir sitede iz b\u0131rakan bir tarz veya gelenektir. Ancak M\u00fc\u015fteri Deneyiminin sadece bir trend olmad\u0131\u011f\u0131n\u0131 biliyoruz. M\u00fc\u015fteri Deneyimi, \u00fcr\u00fcnlerinin geli\u015ftirilmesinden pazarlama ve ileti\u015fim stratejisinin tasar\u0131m\u0131na kadar her \u015firketin kalbinde yer almal\u0131d\u0131r.<\/p>\n

Teknoloji geli\u015fiyor, k\u00fclt\u00fcr de\u011fi\u015fiyor ve en iyi m\u00fc\u015fteri deneyimini sunmaya y\u00f6nelik stratejiler de bu de\u011fi\u015fikliklere ayak uydurmak zorunda.<\/p>\n

Neden CX trendlerini takip etmelisiniz?<\/h2>\n

M\u00fc\u015fteri Deneyimi, m\u00fc\u015fterinin bir marka ile ilk al\u0131\u015fveri\u015fini yapt\u0131ktan sonra markaya ili\u015fkin sahip oldu\u011fu alg\u0131d\u0131r. \u015eu anda markalar\u0131n istedi\u011fi \u015fey, kitlelerine m\u00fcmk\u00fcn olan en iyi deneyimi sunmak ve tekrar sat\u0131n almalar\u0131n\u0131 ya da \u015firketi tavsiye etmelerini sa\u011flamak i\u00e7in onlarla ilgilenmek ve onlar\u0131 cezbetmektir.<\/p>\n

Bu nedenle, kilit nokta mevcut m\u00fc\u015fterileri elde tutmak ve yenilerini \u00e7ekmektir.<\/p>\n

Bunun \u00f6nemi, sadece sunulan \u00fcr\u00fcn nedeniyle de\u011fil, ayn\u0131 zamanda markayla etkile\u015fimleri s\u0131ras\u0131nda ya\u015fad\u0131klar\u0131 deneyimin ne kadar iyi oldu\u011fu nedeniyle kullan\u0131c\u0131n\u0131n bir m\u00fc\u015fteri ve m\u00fc\u015fterinin de bir el\u00e7i haline gelmesinde yatmaktad\u0131r. Forbes’a g\u00f6re, m\u00fc\u015fteri deneyimini iyile\u015ftirmeye odaklanan i\u015fletmelerin gelirlerinde %80’lik bir art\u0131\u015f oluyor.<\/p>\n

M\u00fc\u015fteri deneyimini d\u00f6n\u00fc\u015ft\u00fcrmeyi \u00f6ncelik haline getiren bu kadar \u00e7ok i\u015fletme varken, bunu yapmayan her i\u015fletme geride kalma veya yok olma riskiyle kar\u015f\u0131 kar\u015f\u0131yad\u0131r.<\/p>\n

Bu trendler, de\u011fi\u015fen m\u00fc\u015fteri talep ve beklentilerini ve markalar\u0131n sad\u0131k ve ba\u011fl\u0131 m\u00fc\u015fteriler yaratmak i\u00e7in stratejilerini nas\u0131l uyarlayabileceklerini vurgulamaktad\u0131r.<\/p>\n

\u00dccretsiz rehber: QuestionPro CX 2023 Trend Rehberi<\/h2>\n

Sekt\u00f6r uzmanlar\u0131n\u0131n bak\u0131\u015f a\u00e7\u0131s\u0131yla 2023 CX Trendleri + bonus trendleri ve CX ekiplerinin mevcut sekt\u00f6r zorluklar\u0131n\u0131n de\u011fi\u015fkenli\u011fiyle nas\u0131l ba\u015fa \u00e7\u0131kabilecekleri hakk\u0131nda daha fazla bilgi edinin.<\/span><\/p>\n

REHBER\u0130 \u0130ND\u0130R<\/strong><\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

\u015eirketinizdeki mevcut m\u00fc\u015fteri deneyimi stratejilerinizi nas\u0131l yeniden ke\u015ffedece\u011finizi \u00f6\u011frenmek, m\u00fc\u015fterileri elde tutman\u0131n ve yenilerini kazanman\u0131n anahtar\u0131d\u0131r. Basit\u00e7e s\u00f6ylemek gerekirse, her […]<\/p>\n","protected":false},"author":41,"featured_media":704367,"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":"\n2023'te Ka\u00e7\u0131rmak \u0130stemeyece\u011finiz 6 M\u00fc\u015fteri Deneyimi Trendi | QuestionPro<\/title>\n<meta name=\"description\" content=\"2023'te CX'i \u015fekillendiren ka\u00e7\u0131r\u0131lmayacak trendlere dal\u0131n. M\u00fc\u015fterilerle bulunduklar\u0131 yerde bulu\u015fmak her zamankinden daha \u00f6nemli. Daha fazlas\u0131n\u0131 okuyun.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.questionpro.com\/blog\/tr\/cx-blog-ocak-2023\/\" \/>\n<meta property=\"og:locale\" content=\"tr_TR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"2023'te Ka\u00e7\u0131rmak \u0130stemeyece\u011finiz 6 M\u00fc\u015fteri Deneyimi Trendi | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"2023'te CX'i \u015fekillendiren ka\u00e7\u0131r\u0131lmayacak trendlere dal\u0131n. M\u00fc\u015fterilerle bulunduklar\u0131 yerde bulu\u015fmak her zamankinden daha \u00f6nemli. Daha fazlas\u0131n\u0131 okuyun.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.questionpro.com\/blog\/tr\/cx-blog-ocak-2023\/\" \/>\n<meta property=\"og:site_name\" content=\"QuestionPro\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/questionpro\" \/>\n<meta property=\"article:published_time\" content=\"2022-01-26T16:03:03+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-01-26T09:03:03+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/01\/CX-Blog-Cover-992x594-2.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1488\" \/>\n\t<meta property=\"og:image:height\" content=\"891\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Paulina Rodriguez\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@questionpro\" \/>\n<meta name=\"twitter:site\" content=\"@questionpro\" \/>\n<meta name=\"twitter:label1\" content=\"Yazan:\" \/>\n\t<meta name=\"twitter:data1\" content=\"Paulina Rodriguez\" \/>\n\t<meta name=\"twitter:label2\" content=\"Tahmini okuma s\u00fcresi\" \/>\n\t<meta name=\"twitter:data2\" content=\"7 dakika\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/cx-blog-ocak-2023\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/cx-blog-ocak-2023\/\"},\"author\":{\"name\":\"Paulina Rodriguez\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/#\/schema\/person\/d262c031e3554d3a44164290b97ff8af\"},\"headline\":\"2023’te Ka\u00e7\u0131rmak \u0130stemeyece\u011finiz 6 M\u00fc\u015fteri Deneyimi Trendi\",\"datePublished\":\"2022-01-26T16:03:03+00:00\",\"dateModified\":\"2022-01-26T09:03:03+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/cx-blog-ocak-2023\/\"},\"wordCount\":1367,\"publisher\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/#organization\"},\"articleSection\":[\"CX\"],\"inLanguage\":\"tr\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/cx-blog-ocak-2023\/\",\"url\":\"https:\/\/www.questionpro.com\/blog\/tr\/cx-blog-ocak-2023\/\",\"name\":\"2023'te Ka\u00e7\u0131rmak \u0130stemeyece\u011finiz 6 M\u00fc\u015fteri Deneyimi Trendi | QuestionPro\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/#website\"},\"datePublished\":\"2022-01-26T16:03:03+00:00\",\"dateModified\":\"2022-01-26T09:03:03+00:00\",\"description\":\"2023'te CX'i \u015fekillendiren ka\u00e7\u0131r\u0131lmayacak trendlere dal\u0131n. 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