{"id":5288,"date":"2022-10-11T19:18:00","date_gmt":"2022-10-11T16:18:00","guid":{"rendered":"https:\/\/test1.xsights.co.uk\/?p=5288"},"modified":"2023-04-17T17:58:08","modified_gmt":"2023-04-17T14:58:08","slug":"gizli-musteri-arastirmalari-neden-onemlidir","status":"publish","type":"post","link":"https:\/\/www.xsights.co.uk\/tr\/gizli-musteri-arastirmalari-neden-onemlidir\/","title":{"rendered":"Gizli M\u00fc\u015fteri Ara\u015ft\u0131rmalar\u0131 Neden \u00d6nemlidir?"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>\u201cDAHA \u0130Y\u0130S\u0130 \u0130\u00c7\u0130N \u00d6L\u00c7MEK GEREK\u0130R!\u201d<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Personelim neyi ka\u00e7\u0131r\u0131yor?&nbsp; M\u00fc\u015fterilerim f\u0131rsatlar\u0131m\u0131 \u00f6\u011frendi mi?&nbsp; Ma\u011faza i\u00e7indeki temizlik\/d\u00fczen ne kadar yeterli?&nbsp; M\u00fc\u015fterilerim ne kadar bekledi? Personelim m\u00fc\u015fterilerle neden tart\u0131\u015f\u0131yorlar? Personelim \u00fcr\u00fcnlerimizi tan\u0131yor mu? Personelim \u00fcr\u00fcnlerimizi denetiyor mu? M\u00fc\u015fterim servis s\u00fcresince istedi\u011fi hizmeti ald\u0131 m\u0131?&nbsp; Personelim ek sat\u0131\u015fa y\u00f6nelik \u00f6nerilerde bulunuyor mu?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cGizli M\u00fc\u015fteri\u201d b\u00fct\u00fcn bu konularda size yard\u0131mc\u0131 olur!<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Her 10 mutsuz m\u00fc\u015fteriden 8\u2019i hizmet ald\u0131\u011f\u0131 kurulu\u015fa \u015fikayetini bildirmiyor, fakat her 10 mutsuz m\u00fc\u015fteri ya\u015fad\u0131\u011f\u0131 k\u00f6t\u00fc tecr\u00fcbeyi en az 7 arkada\u015f\u0131na anlat\u0131yor! Halbuki mutlu m\u00fc\u015fteriler sadece 3 ki\u015fiye anlat\u0131yor!<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Bir m\u00fc\u015fteriyi kazanmak y\u0131llar, kaybetmekse saniyeler al\u0131yor. Gizli M\u00fc\u015fteri projesi firmalara m\u00fc\u015fterilerini nas\u0131l kaybetti\u011fini ve bunu \u00f6nlemenin yollar\u0131n\u0131 g\u00f6steriyor. Markalar; m\u00fc\u015fterilere do\u011fru \u00fcr\u00fcnleri, do\u011fru zamanda, do\u011fru yerde ve do\u011fru hizmetle sunmak i\u00e7in b\u00fcy\u00fck yat\u0131r\u0131mlar yap\u0131l\u0131yor. Gizli M\u00fc\u015fteri projesi firmalara, m\u00fc\u015fterilerin ger\u00e7ekte ne alg\u0131lad\u0131\u011f\u0131n\u0131 g\u00f6steriyor.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Bu y\u00f6ntem ilk olarak ABD \u2018de ma\u011fazadaki h\u0131rs\u0131zl\u0131\u011f\u0131 \u00f6nlemek amac\u0131yla ba\u015flat\u0131lm\u0131\u015ft\u0131r. Daha sonra 1940\u2019da ilk defa gizli m\u00fc\u015fteri terimi kullan\u0131larak, bu y\u00f6ntem m\u00fc\u015fteri hizmetlerini denetlemek i\u00e7in kullan\u0131lm\u0131\u015ft\u0131r.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">G\u00fcn\u00fcm\u00fczde yayg\u0131n olarak kullan\u0131lan Gizli M\u00fc\u015fteri Projesi; ger\u00e7ek m\u00fc\u015fteri g\u00f6z\u00fcyle, m\u00fc\u015fteriye birebir dokunan hizmet noktalar\u0131nda m\u00fc\u015fteri hizmetleri, operasyon, \u00e7al\u0131\u015fan b\u00fct\u00fcnl\u00fc\u011f\u00fc, sat\u0131n alma ve iade prosed\u00fcr\u00fc, \u00fcr\u00fcn kalitesi vb. \u00f6l\u00e7me ve de\u011ferlendirme uygulamas\u0131d\u0131r. Sekt\u00f6rde gizli m\u00fc\u015fteri, g\u00f6lge m\u00fc\u015fteri, hayalet m\u00fc\u015fteri, me\u00e7hul m\u00fc\u015fteri gibi bir\u00e7ok farkl\u0131 isimle ger\u00e7ekle\u015fen uygulamada esas olan, \u201cger\u00e7ek m\u00fc\u015fteri g\u00f6z\u00fc\u201d ile de\u011ferlendirme yapmakt\u0131r.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Neden Gizli M\u00fc\u015fteri Ara\u015ft\u0131rmas\u0131?<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Hizmet performans\u0131n\u0131 \u00f6l\u00e7er, hizmet kalite standartlar\u0131n\u0131z\u0131n y\u00fckselmesini sa\u011flar<\/li>\n\n\n\n<li>M\u00fc\u015fteri ba\u011fl\u0131l\u0131\u011f\u0131n\u0131 artt\u0131r\u0131r<\/li>\n\n\n\n<li>Hizmet kriterlerinde neyin \u00f6nemli oldu\u011fu konusunda \u00e7al\u0131\u015fanlarda fark\u0131ndal\u0131k yarat\u0131r<\/li>\n\n\n\n<li>Te\u015fvi\u011fe dayal\u0131 \u00f6d\u00fcl sistemleriyle saha\/merkez aras\u0131ndaki olumlu ili\u015fkileri kuvvetlendirir<\/li>\n\n\n\n<li>Saha operasyonlar\u0131ndan geri bilgi ak\u0131\u015f\u0131 sa\u011flar<\/li>\n\n\n\n<li>Kaliteli \u00fcr\u00fcn\/hizmet teslimat\u0131 sa\u011flar<\/li>\n\n\n\n<li>Sat\u0131\u015f promosyonlar\u0131n\u0131 destekler<\/li>\n\n\n\n<li>\u015eirket i\u00e7i terfi programlar\u0131na data sa\u011flar<\/li>\n\n\n\n<li>Rekabet analizlerine yard\u0131mc\u0131 olur<\/li>\n\n\n\n<li>Pazar ara\u015ft\u0131rmalar\u0131na veri sa\u011flar<\/li>\n\n\n\n<li>E\u011fitimlere i\u00e7erik sa\u011flar ve geli\u015ftirmede i\u00e7in kullan\u0131labilir<\/li>\n\n\n\n<li>\u00c7al\u0131\u015fan b\u00fct\u00fcnl\u00fc\u011f\u00fcn\u00fc g\u00fc\u00e7lendirir<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n","protected":false},"excerpt":{"rendered":"<p>\u201cDAHA \u0130Y\u0130S\u0130 \u0130\u00c7\u0130N \u00d6L\u00c7MEK GEREK\u0130R!\u201d Personelim neyi ka\u00e7\u0131r\u0131yor?&nbsp; M\u00fc\u015fterilerim f\u0131rsatlar\u0131m\u0131 \u00f6\u011frendi mi?&nbsp; Ma\u011faza i\u00e7indeki temizlik\/d\u00fczen ne kadar yeterli?&nbsp; M\u00fc\u015fterilerim ne kadar bekledi? Personelim m\u00fc\u015fterilerle neden tart\u0131\u015f\u0131yorlar? Personelim \u00fcr\u00fcnlerimizi tan\u0131yor mu? Personelim \u00fcr\u00fcnlerimizi denetiyor mu? M\u00fc\u015fterim servis s\u00fcresince istedi\u011fi hizmeti ald\u0131 m\u0131?&nbsp; Personelim ek sat\u0131\u015fa y\u00f6nelik \u00f6nerilerde bulunuyor mu? \u201cGizli M\u00fc\u015fteri\u201d b\u00fct\u00fcn bu konularda size yard\u0131mc\u0131 [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":8496,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[133],"tags":[],"class_list":["post-5288","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-one-cikanlar"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/posts\/5288","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/comments?post=5288"}],"version-history":[{"count":0,"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/posts\/5288\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/media\/8496"}],"wp:attachment":[{"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/media?parent=5288"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/categories?post=5288"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/tags?post=5288"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}