{"id":8856,"date":"2023-05-01T18:19:05","date_gmt":"2023-05-01T15:19:05","guid":{"rendered":"https:\/\/www.xsights.co.uk\/?p=8856"},"modified":"2023-10-12T15:18:34","modified_gmt":"2023-10-12T12:18:34","slug":"fark-yaratan-musteri-deneyimi-icin-olcmek-gerekir","status":"publish","type":"post","link":"https:\/\/www.xsights.co.uk\/tr\/fark-yaratan-musteri-deneyimi-icin-olcmek-gerekir\/","title":{"rendered":"Fark Yaratan M\u00fc\u015fteri Deneyimi i\u00e7in \u00d6l\u00e7mek Gerekir!"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">De\u011ferli Payda\u015flar\u0131m\u0131z,&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Biliyorsunuz ge\u00e7en y\u0131l bu zamanlarda M\u00fc\u015fteri Deneyimi ve Gizli M\u00fc\u015fteri Ara\u015ft\u0131rmalar\u0131 i\u00e7ini ciddi bir altyap\u0131 haz\u0131rl\u0131klar\u0131 i\u00e7inde idik. Emeklerimiz kar\u015f\u0131l\u0131ks\u0131z kalmad\u0131, k\u0131sa s\u00fcrede, bir\u00e7ok m\u00fc\u015fterimize bu alanda hizmet vermeye ba\u015flad\u0131k. Bu ay yapt\u0131\u011f\u0131m\u0131z \u00e7al\u0131\u015fmalardan baz\u0131 temel bulgular\u0131 sizlerle payla\u015fal\u0131m istedik:&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Gizli m\u00fc\u015fteri ara\u015ft\u0131rmalar\u0131 \u201ckap\u0131dan giren m\u00fc\u015fterinin izlenimini\u201d, \u201cger\u00e7ek al\u0131\u015fveri\u015f tecr\u00fcbesini\u201d&nbsp; tespit eden etkili ve g\u00fcvenilir bir bilgi toplama arac\u0131d\u0131r. Gizli m\u00fc\u015fteri projeleri ger\u00e7ekle\u015ftiren firmalarda, verilen hizmetle ilgili zay\u0131f y\u00f6nler saptan\u0131r, rakiplerin hizmet kalitesiyle kar\u015f\u0131la\u015ft\u0131rma yap\u0131l\u0131r, al\u0131nan \u00f6nlemlerle rekabet g\u00fcc\u00fc geli\u015ftirilir, \u00e7al\u0131\u015fanlar firma standartlar\u0131na uygun ve beklenen \u015fekilde davranma al\u0131\u015fkanl\u0131\u011f\u0131 geli\u015ftirir, haz\u0131rlanan te\u015fvik mekanizmalar\u0131yla personelin motivasyonu y\u00fckselir; bunlar m\u00fc\u015fteri mutlulu\u011funun artmas\u0131na ve dolay\u0131s\u0131yla sat\u0131\u015flar\u0131n y\u00fckselmesine yol a\u00e7ar.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Gizli M\u00fc\u015fteri Ara\u015ft\u0131rmalar\u0131 \u00e7ok etkin bir benchmarking (k\u0131yaslama) arac\u0131d\u0131r. Kendi \u00e7al\u0131\u015fanlar\u0131n\u0131z ve hizmet sunmadaki g\u00fcc\u00fcn\u00fcz hakk\u0131nda sahip oldu\u011funuz bilgi kadar rakipleriniz hakk\u0131nda da bilgili olman\u0131z \u00e7ok \u00f6nemlidir. B\u00f6ylece kendinizi geli\u015ftirmek ad\u0131na yapaca\u011f\u0131n\u0131z \u00e7al\u0131\u015fmalar i\u00e7in rakiplerin size g\u00f6re g\u00fc\u00e7l\u00fc oldu\u011fu yanlar\u0131 da de\u011ferlendirmeye katabilir ve m\u00fc\u015fteri tercihlerini lehinize \u00e7evirmek ad\u0131na daha etkin \u00e7al\u0131\u015fmalar yapabilirisiniz.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Yapt\u0131\u011f\u0131m\u0131z gizli m\u00fc\u015fteri \u00e7al\u0131\u015fmalar\u0131nda perakende sekt\u00f6r\u00fcnde, ma\u011fazalarda personelden al\u0131nan hizmetin sat\u0131n alma karar\u0131n\u0131 %75 oran\u0131nda etkiledi\u011fi tespit edilmi\u015ftir. \u015e\u00fcphesiz bu oranlar ma\u011fazadaki m\u00fc\u015fteri deneyiminin ne kadar \u00f6nemli oldu\u011funu, markalar\u0131m\u0131z\u0131n m\u00fc\u015fteri deneyimine odaklanmalar\u0131 gerekti\u011finin alt\u0131n\u0131 bir kere daha \u00e7izmektedir.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img fetchpriority=\"high\" decoding=\"async\" width=\"600\" height=\"163\" src=\"https:\/\/www.xsights.co.uk\/wp-content\/uploads\/2023\/05\/image.png\" alt=\"\" class=\"wp-image-8859\" srcset=\"https:\/\/www.xsights.co.uk\/wp-content\/uploads\/2023\/05\/image.png 600w, https:\/\/www.xsights.co.uk\/wp-content\/uploads\/2023\/05\/image-300x82.png 300w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Ocak-Mart 2023 d\u00f6neminde, \u00fclkemiz perakendesinin, ma\u011fazalarda m\u00fc\u015fteriye sundu\u011fu hizmetin kalitesini g\u00f6steren geni\u015f \u00e7apl\u0131 bir ara\u015ft\u0131rmada, haz\u0131r giyimden elektroni\u011fe, beyaz e\u015fyaya, aksesuara,&nbsp; genel olarak perakende sekt\u00f6r\u00fcnde <strong>H\u0130ZMET KAL\u0130TES\u0130 PUANI 73<\/strong> olarak tespit edilmi\u015ftir.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"600\" height=\"220\" src=\"https:\/\/www.xsights.co.uk\/wp-content\/uploads\/2023\/05\/image-1.png\" alt=\"\" class=\"wp-image-8857\" srcset=\"https:\/\/www.xsights.co.uk\/wp-content\/uploads\/2023\/05\/image-1.png 600w, https:\/\/www.xsights.co.uk\/wp-content\/uploads\/2023\/05\/image-1-300x110.png 300w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">XSIGHTS De\u011ferlendirme anahtar\u0131 kapsam\u0131nda hizmet kalitesinin \u201ciyile\u015fmeli\u201d aral\u0131\u011f\u0131nda oldu\u011fu de\u011ferlendirilmektedir.<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>XSIGHTS DE\u011eERLEND\u0130RME ANAHTARI<\/strong><\/td><td>0-70<\/td><td>70-80<\/td><td>80-90<\/td><td>90-100<\/td><\/tr><tr><td><\/td><td>YETERS\u0130Z<\/td><td>\u0130Y\u0130LE\u015eMEL\u0130<\/td><td>\u0130Y\u0130<\/td><td>\u00c7OK \u0130Y\u0130<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Bu d\u00f6nem sonu\u00e7lar\u0131na bak\u0131ld\u0131\u011f\u0131nda \u201cen \u00e7ok nerede kaybediyoruz\u201d ba\u015fl\u0131\u011f\u0131 alt\u0131nda \u201cKar\u015f\u0131lama Kalitesi\u201d ve \u201cSat\u0131\u015fa Y\u00f6nelik \u00c7abalar\u201d aksiyon al\u0131nmas\u0131 \u00f6ncelikli olan konulard\u0131r. Bu d\u00f6nem sonu\u00e7lar\u0131na bak\u0131ld\u0131\u011f\u0131nda \u201cen \u00e7ok nerede kaybediyoruz\u201d ba\u015fl\u0131\u011f\u0131 alt\u0131nda, a\u015fa\u011f\u0131daki konular dikkat \u00e7ekmektedir.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Sat\u0131\u015f temsilcileri farkl\u0131 kalitede deneyim ya\u015fatmaktad\u0131rlar; \u00fcr\u00fcne, reyona \u00e7ok h\u00e2kim olan sat\u0131\u015f temsilcileri oldu\u011fu gibi, \u00fcr\u00fcn\u00fcn sat\u0131l\u0131p sat\u0131lmad\u0131\u011f\u0131n\u0131 bilmeyenler de rastlanmaktad\u0131r. M\u00fc\u015fteri aktif olarak dinleyip, anlayarak se\u00e7enek sunan sat\u0131\u015f temsilcilerinin yan\u0131nda, anlamadan sadece bir \u015fey g\u00f6stermi\u015f olmak i\u00e7in \u00fcr\u00fcn g\u00f6steren sat\u0131\u015f temsilcileri de bulunmaktad\u0131r. Bu hem sat\u0131\u015fa hem de markaya zarar vermektedir.&nbsp;&nbsp;&nbsp;<\/li>\n\n\n\n<li>Kar\u015f\u0131lamada standard\u0131 tutturmakta zorlanan perakende noktalar\u0131na rastlanm\u0131\u015ft\u0131r<\/li>\n\n\n\n<li>\u0130lave \u00fcr\u00fcn \u00f6nerisinde bulunuluyor, ancak bu \u00f6neri kapal\u0131 u\u00e7lu sorularla yap\u0131lmakt\u0131r.<\/li>\n\n\n\n<li>Bir k\u0131s\u0131m sat\u0131\u015f temsilcilerinin \u00fcr\u00fcn bilgisi yetersizdir.&nbsp; \u00dcr\u00fcn etiketine bakarak do\u011fru bilgiyi vermektense yanl\u0131\u015f bilgi veren sat\u0131\u015f temsilcilerinin say\u0131s\u0131 olduk\u00e7a y\u00fcksektir.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Bu d\u00f6nemde perakende m\u00fc\u015fterilerimizle a\u015fa\u011f\u0131daki \u00f6nerileri payla\u015fmak istiyoruz:&nbsp;<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>\u00d6zellikle ilave \u00fcr\u00fcn konusunda workshoplar d\u00fczenlemek h\u0131zl\u0131 fayda sa\u011flamaktad\u0131r.&nbsp;<\/li>\n\n\n\n<li>Sat\u0131\u015f\u0131 kapatma \u00e7abas\u0131 ve m\u00fc\u015fteriyi u\u011furlama kriterleri konular\u0131ndaki aksiyonlara \u00f6nem verilmelidir.<strong>&nbsp;<\/strong><\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Karl\u0131l\u0131k ve buna ba\u011fl\u0131 olarak sat\u0131\u015f \u00fczerinde yo\u011funla\u015fmam\u0131z gereken konu, ma\u011fazadaki g\u00f6revlilerin \u00fcr\u00fcn bilgisini art\u0131rmak ve sat\u0131\u015f, ileti\u015fim, perakendecilik gibi konularda e\u011fitimle geli\u015fimlerini desteklemek gereklidir.&nbsp; Bu noktada yap\u0131lan deneysel \u00e7al\u0131\u015fmalarda beyinde haf\u0131za, \u00f6\u011frenme, bellek, miza\u00e7 ve duyusal durum ile ili\u015fkili ve \u00e7ok&nbsp;\u00f6nemli bir alan olan hipokamp\u00fcs denen anatomik alanda yeni n\u00f6ronlar olu\u015ftu\u011fu g\u00f6r\u00fclm\u00fc\u015ft\u00fcr. Hipokamp\u00fcs \u00f6\u011frenme ve bellek gibi bili\u015fsel i\u015flevler i\u00e7in s\u00fcrekli olarak yeni n\u00f6ronlar \u00fcretir.&nbsp; Bunun i\u00e7in a\u015fa\u011f\u0131daki konular \u00f6nemlidir:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Bilgi verme, e\u011fitim<\/li>\n\n\n\n<li>\u00dcst y\u00f6netimin ilham veren mesajlar<\/li>\n\n\n\n<li>Sat\u0131\u015f konusunun s\u00fcrekli taze ve heyecan verici tutmak<\/li>\n\n\n\n<li>\u00d6d\u00fcllendirmek<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Daha fazla bilgi ve M\u00fc\u015fteri Deneyimi ve Gizli M\u00fc\u015fteri Ara\u015ft\u0131rmalar\u0131m\u0131z i\u00e7in bizimle ileti\u015fime ge\u00e7iniz.&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>De\u011ferli Payda\u015flar\u0131m\u0131z,&nbsp; Biliyorsunuz ge\u00e7en y\u0131l bu zamanlarda M\u00fc\u015fteri Deneyimi ve Gizli M\u00fc\u015fteri Ara\u015ft\u0131rmalar\u0131 i\u00e7ini ciddi bir altyap\u0131 haz\u0131rl\u0131klar\u0131 i\u00e7inde idik. Emeklerimiz kar\u015f\u0131l\u0131ks\u0131z kalmad\u0131, k\u0131sa s\u00fcrede, bir\u00e7ok m\u00fc\u015fterimize bu alanda hizmet vermeye ba\u015flad\u0131k. Bu ay yapt\u0131\u011f\u0131m\u0131z \u00e7al\u0131\u015fmalardan baz\u0131 temel bulgular\u0131 sizlerle payla\u015fal\u0131m istedik:&nbsp; Gizli m\u00fc\u015fteri ara\u015ft\u0131rmalar\u0131 \u201ckap\u0131dan giren m\u00fc\u015fterinin izlenimini\u201d, \u201cger\u00e7ek al\u0131\u015fveri\u015f tecr\u00fcbesini\u201d&nbsp; tespit eden etkili [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":8861,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-8856","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-bizden-haberler"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/posts\/8856","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\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/comments?post=8856"}],"version-history":[{"count":0,"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/posts\/8856\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/media\/8861"}],"wp:attachment":[{"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/media?parent=8856"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/categories?post=8856"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/tags?post=8856"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}