{"id":731066,"date":"2022-07-22T16:05:58","date_gmt":"2022-07-22T23:05:58","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/deneyim-haritasi-onemi-unsurlari-ve-faydalari\/"},"modified":"2022-07-22T16:05:58","modified_gmt":"2022-07-22T16:05:58","slug":"deneyim-haritasi-onemi-unsurlari-ve-faydalari","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/deneyim-haritasi-onemi-unsurlari-ve-faydalari\/","title":{"rendered":"Deneyim Haritas\u0131: \u00d6nemi, Unsurlar\u0131 ve Faydalar\u0131"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Bir m\u00fc\u015fteri deneyimi haritas\u0131n\u0131n \u015firketiniz i\u00e7in pratik veya kullan\u0131\u015fl\u0131 olmad\u0131\u011f\u0131n\u0131 d\u00fc\u015f\u00fcnebilirsiniz. Elimizde zaten m\u00fc\u015fteri yolculu\u011fu haritas\u0131 varken neden ba\u015fka bir m\u00fc\u015fteri deneyimi haritas\u0131na ihtiyac\u0131m\u0131z olsun ki, de\u011fil mi? Tam olarak de\u011fil. Ger\u00e7ekte, bu arac\u0131n kullan\u0131ld\u0131\u011f\u0131 ba\u015far\u0131 vakalar\u0131 artmaya devam etmektedir.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Neden? \u00c7\u00fcnk\u00fc deneyim haritas\u0131 bize bir <a href=\"https:\/\/www.questionpro.com\/cx\/why\/5-pillars.html\" target=\"_blank\" rel=\"noopener\">m\u00fc\u015fteri deneyimi<\/a> hakk\u0131nda genel bir anlay\u0131\u015f verir. Bu nedenle, bir\u00e7ok \u015firketin s\u00fcre\u00e7lerine ve stratejilerine b\u00fcy\u00fck bir katk\u0131 sa\u011flam\u0131\u015f ve genel \u00fcr\u00fcn sat\u0131\u015flar\u0131na yans\u0131m\u0131\u015ft\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">G\u00fcn\u00fcm\u00fcz gibi rekabet\u00e7i bir ortamda m\u00fc\u015fteri deneyimi haritas\u0131n\u0131 y\u00f6netmek, m\u00fc\u015fterileriniz i\u00e7in de\u011fer yaratma ve <a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-map\/\" target=\"_blank\" rel=\"noopener\">m\u00fc\u015fteri yolculu\u011fu<\/a> boyunca kendinizi rakiplerinizden farkl\u0131la\u015ft\u0131rma &#8220;yar\u0131\u015f\u0131nda&#8221; sizi bir ad\u0131m \u00f6ne \u00e7\u0131karacakt\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">  M\u00fc\u015fteri deneyiminin tasar\u0131m\u0131, m\u00fc\u015fterilerin ne hissetti\u011fini, ne bekledi\u011fini ve onlar\u0131 sat\u0131n almaya neyin motive etti\u011fini bilmemizi sa\u011flayaca\u011f\u0131 i\u00e7in hizmet y\u00f6netiminin anahtar\u0131d\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ancak b\u00fcy\u00fck soru ortaya \u00e7\u0131k\u0131yor: M\u00fc\u015fteri deneyimini nas\u0131l haritaland\u0131raca\u011f\u0131z? Bir m\u00fc\u015fterinin \u015firketinizle ya\u015fad\u0131\u011f\u0131 anlar\u0131, temas noktalar\u0131n\u0131 ve iyile\u015ftirme f\u0131rsatlar\u0131n\u0131 belirlemek i\u00e7in, m\u00fc\u015fteri yolculu\u011funu daha iyi anlamak amac\u0131yla kurulu\u015flarda yayg\u0131n olarak kullan\u0131lan m\u00fc\u015fteri deneyimi haritas\u0131n\u0131 kullanmal\u0131s\u0131n\u0131z.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bu yaz\u0131da deneyim haritas\u0131n\u0131n tan\u0131m\u0131, m\u00fc\u015fteri yolculuk haritas\u0131 ile aras\u0131ndaki temel farklar, neden gerekli oldu\u011fu, unsurlar\u0131 ve faydalar\u0131 \u00fczerinde duraca\u011f\u0131z. \u0130yi okumalar!<\/span><\/p>\n<h2>Deneyim Haritas\u0131 nedir?<\/h2>\n<p><span style=\"font-weight: 400;\">Bir deneyim haritas\u0131, &#8220;genel&#8221; bir ki\u015finin bir hedefe ula\u015fmak i\u00e7in ge\u00e7ti\u011fi u\u00e7tan uca tam bir deneyim haritalama deneyiminin g\u00f6rselle\u015ftirilmesidir.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bu deneyim, belirli bir i\u015fletme veya \u00fcr\u00fcnden ba\u011f\u0131ms\u0131zd\u0131r. Genel olarak insan davran\u0131\u015f\u0131n\u0131 anlamak i\u00e7in kullan\u0131l\u0131r.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Unutmay\u0131n, m\u00fc\u015fteri deneyimi cazibeden sadakate kadar t\u00fcm etkile\u015fimleri kapsar. Ayr\u0131ca, kapsam\u0131n\u0131n b\u00fct\u00fcnsel oldu\u011funu ve i\u015fletmeyi m\u00fc\u015fterinin vizyonu etraf\u0131nda birle\u015ftirdi\u011fini bilmelisiniz.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u015eirketiniz, alg\u0131lara ve duygulara hakim olmay\u0131 gerektirdi\u011fi i\u00e7in m\u00fc\u015fteri deneyimini tamamen kontrol edemese de, a\u015fa\u011f\u0131dakileri sunmaya haz\u0131r olabilir <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/wow-experiences\/\" target=\"_blank\" rel=\"noopener\">WOW deneyimleri<\/a><span style=\"font-weight: 400;\"> ve yeniden d\u00fc\u015f\u00fcn\u00fclmesi gerekenleri d\u00fczeltin.<\/span><\/p>\n<h2>Deneyim Haritas\u0131 vs. M\u00fc\u015fteri Yolculu\u011fu Haritas\u0131: Arada bir fark var m\u0131?<\/h2>\n<p><span style=\"font-weight: 400;\">Evet, var! Ancak ger\u00e7ek \u015fu ki, bunlar kolayca kar\u0131\u015ft\u0131r\u0131labilir. Kafa kar\u0131\u015f\u0131kl\u0131\u011f\u0131, her iki haritan\u0131n da genellikle benzer \u015feritlere ayr\u0131lm\u0131\u015f olmas\u0131ndan kaynaklanmaktad\u0131r: a\u015famalar, eylemler, d\u00fc\u015f\u00fcnceler ve duygular. Dolay\u0131s\u0131yla, \u015firketler g\u00f6rsel olarak bunlar\u0131n birbirinin yerine kullan\u0131labilecek kavramlar oldu\u011funu d\u00fc\u015f\u00fcnme e\u011filimindedir. Ger\u00e7ek \u015fu ki, her iki kavram aras\u0131nda g\u00fcm\u00fc\u015f bir \u00e7izgi vard\u0131r. Bunlar\u0131 g\u00f6zden ge\u00e7irelim.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\"> <a href=\"https:\/\/www.questionpro.com\/cx\/why\/journey-mapping.html\" target=\"_blank\" rel=\"noopener\">M\u00fc\u015fteri Yolculu\u011fu Haritas\u0131<\/a>, bir m\u00fc\u015fterinin \u015firketle olan etkile\u015fimlerinde izledi\u011fi yolu temsil eder.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0130kincisi, m\u00fc\u015fterinin \u015firketle olan ili\u015fkisinin anla\u015f\u0131lmas\u0131na, ama\u00e7lar\u0131n, hedeflerin ve yolculuklar\u0131 boyunca ger\u00e7ekle\u015ftirdikleri faaliyetlerin belirlenmesine olanak tan\u0131r.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ara\u00e7, i\u015fi m\u00fc\u015fterinin bak\u0131\u015f a\u00e7\u0131s\u0131ndan anlamam\u0131za yard\u0131mc\u0131 oluyor ve ekiplerin deneyimden sonraki eylemlere \u00f6ncelik vermesini sa\u011fl\u0131yor.<\/span><\/p>\n<p style=\"text-align: center;\"><a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-benefits\/\" target=\"_blank\" rel=\"noopener\">Daha Fazla Bilgi Edinin: M\u00fc\u015fteri Yolculu\u011funun Faydalar\u0131<\/a><\/p>\n<p><span style=\"font-weight: 400;\">Her iki kavram\u0131n tan\u0131m\u0131n\u0131 ortaya koyduktan sonra, temel fark m\u00fc\u015fteri yolculu\u011fu haritas\u0131n\u0131n \u00e7ok daha ayr\u0131nt\u0131l\u0131 olmas\u0131 ve \u015firket i\u00e7indeki belirli bir i\u015f veya \u00fcr\u00fcne odaklanmas\u0131d\u0131r.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Buna kar\u015f\u0131l\u0131k, deneyim haritas\u0131 daha geni\u015ftir ve belirli bir al\u0131c\u0131 personas\u0131na odaklanmak yerine, t\u00fcm m\u00fc\u015fteri deneyimini daha b\u00fct\u00fcnsel bir bak\u0131\u015f a\u00e7\u0131s\u0131yla ele al\u0131r.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u015eirketler genellikle \u00f6nce deneyim haritas\u0131n\u0131n, ard\u0131ndan da m\u00fc\u015fteri yolculu\u011fu haritas\u0131n\u0131n izini s\u00fcrer. M\u00fc\u015fterimizin deneyiminin ne oldu\u011funa dair genel bir vizyon elde ediyoruz  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Deneyim haritas\u0131 \u015fu \u00f6zelliklerle karakterize edilir:  <\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Olaylar\u0131n kronolojik s\u0131rayla g\u00f6sterilmesi<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Belirli bir \u00fcr\u00fcn veya hizmete ba\u011fl\u0131 de\u011fil<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Markan\u0131zla ve di\u011fer i\u015fletmelerle ya\u015fad\u0131klar\u0131 deneyimlere ili\u015fkin genel bir insani bak\u0131\u015f a\u00e7\u0131s\u0131 sunmak<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u00d6te yandan, m\u00fc\u015fteri yolculu\u011fu haritas\u0131:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Belirli bir \u00fcr\u00fcn veya hizmete ba\u011fl\u0131<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">M\u00fc\u015fteri bak\u0131\u015f a\u00e7\u0131s\u0131n\u0131 yans\u0131t\u0131r (d\u00fc\u015f\u00fcnme bi\u00e7imi, d\u00fc\u015f\u00fcnceler ve duygular dahil)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Her al\u0131c\u0131n\u0131n personas\u0131 i\u00e7in bir harita olu\u015fturur<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">M\u00fc\u015fterinin hedefine ula\u015fmas\u0131yla ba\u011flant\u0131l\u0131d\u0131r  <\/span><\/li>\n<\/ul>\n<p style=\"text-align: center;\"><a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-examples\/\" target=\"_blank\" rel=\"noopener\">Daha Fazla Bilgi Edinin: M\u00fc\u015fteri Yolculu\u011fu \u00d6rnekleri<\/a><\/p>\n<h2>Bir deneyim haritas\u0131 olu\u015fturmak neden buna de\u011fer?<\/h2>\n<p><span style=\"font-weight: 400;\">Daha iyi bir m\u00fc\u015fteri deneyimi sunmak istiyorsak, neye ihtiya\u00e7 duyduklar\u0131n\u0131 bilmenin en iyi yolu \u015fu \u015fekilde bilgi toplamak olacakt\u0131r:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/www.questionpro.com\/blog\/customer-surveys\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">M\u00fc\u015fteri anketleri<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">R\u00f6portajlar<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Odak gruplar\u0131<\/span><\/li>\n<\/ul>\n<p> <a href=\"https:\/\/www.questionpro.com\/survey-templates\/customer-surveys\/\" target=\"_blank\" rel=\"noopener\">\u00d6rnek m\u00fc\u015fteri anketi \u015fablonlar\u0131m\u0131z\u0131<\/a> inceleyebilir ve kurulu\u015funuzda kullanabilirsiniz; kullan\u0131ma haz\u0131rd\u0131rlar.<\/p>\n<p><span style=\"font-weight: 400;\">Bu t\u00fcr bir i\u015flev hakk\u0131nda daha fazla bilgi edinmek i\u00e7in size gerekli ara\u00e7lar\u0131 sa\u011flayaca\u011f\u0131ndan, bir ara\u015ft\u0131rma pazar\u0131 \u00e7al\u0131\u015fmas\u0131n\u0131n nas\u0131l yap\u0131laca\u011f\u0131n\u0131 \u00f6\u011frenmek \u00e7ok \u00f6nemlidir. Bir m\u00fc\u015fteri deneyimi haritas\u0131 olu\u015fturmak i\u00e7in ara\u015ft\u0131rma hayati \u00f6nem ta\u015f\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bu nedenle eski varsay\u0131mlar ve m\u00fc\u015fterimiz hakk\u0131nda (g\u00f6zden ge\u00e7irmeden) &#8220;bildi\u011fimizi sand\u0131\u011f\u0131m\u0131z&#8221; \u015feyler geride b\u0131rakman\u0131z gereken iki \u015feydir. Ancak o zaman ideal bir m\u00fc\u015fteri deneyimi yaratabilirsiniz.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-439997\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/07\/experience-map-benefits.jpg\" alt=\"\" width=\"597\" height=\"573\"><\/p>\n<p><span style=\"font-weight: 400;\">Bir m\u00fc\u015fteri deneyimi haritas\u0131 olu\u015fturmay\u0131 \u00f6\u011frenmek, a\u015fa\u011f\u0131daki eylemleri ger\u00e7ekle\u015ftirebilmeniz a\u00e7\u0131s\u0131ndan \u00e7ok \u00f6nemlidir:<\/span><\/p>\n<ol>\n<li><strong>  Memnuniyet bo\u015fluklar\u0131n\u0131 azalt\u0131n<\/strong><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">Bir m\u00fc\u015fteri deneyimi haritas\u0131 olu\u015fturmak, \u015firket olarak sunduklar\u0131n\u0131z ile m\u00fc\u015fterilerinizin sizden bekledikleri aras\u0131ndaki bo\u015fluklar\u0131 belirlemenizi sa\u011flayacakt\u0131r. Bunu yapmazsan\u0131z, rekabetiniz muhtemelen geli\u015fecek ve \u00e7ok ge\u00e7meden merak edeceksiniz: M\u00fc\u015fterilerim nereye gitti?<\/span><\/p>\n<ol start=\"2\">\n<li><strong>  M\u00fc\u015fterinin ihtiya\u00e7lar\u0131 ile empati kurun<\/strong><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fterilerinizle ilgili pazar ara\u015ft\u0131rmas\u0131 yaparken, onlara en \u00e7ok de\u011fer verdikleri deneyim \u00f6zelliklerini sorun. Bu, m\u00fc\u015fterilerinize t\u00fcketim deneyiminde WOW etkisi sunman\u0131n anahtar\u0131d\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fterileri fethetmek i\u00e7in, onlar\u0131 suskun b\u0131rakacak deneyimler yaratmay\u0131 \u00f6\u011frenmek gerekir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"> <a href=\"https:\/\/www.questionpro.com\/blog\/customer-pain-points\/\">M\u00fc\u015fterilerin ac\u0131 \u00e7ekti\u011fi noktalar<\/a> da oldu\u011funu unutmay\u0131n. Bu tatmin edici olmayan anlar, m\u00fc\u015fteri temas noktalar\u0131n\u0131n bir par\u00e7as\u0131 olarak bir m\u00fc\u015fteri deneyimi haritas\u0131 arac\u0131l\u0131\u011f\u0131yla analiz edilmelidir.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bu, genel deneyim \u00fczerinde sahip olduklar\u0131 etki d\u00fczeyine ba\u011fl\u0131 olarak \u00e7\u00f6z\u00fcmlerin \u00f6nceliklendirilmesine yard\u0131mc\u0131 olur.<\/span><\/p>\n<ol start=\"3\">\n<li><strong>  M\u00fc\u015fterilerin nas\u0131l hissetti\u011fini \u00f6\u011frenin<\/strong><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">Bir m\u00fc\u015fteri deneyimi haritas\u0131 kullanarak, \u015firketinizle temas ettikleri her noktada nas\u0131l hissettiklerini bileceksiniz. Bu, ekibinizin ortak sorunlar \u00fczerinde \u00e7al\u0131\u015fmas\u0131n\u0131 ve unutulmaz anlar in\u015fa etmesini sa\u011flayacakt\u0131r.<\/span><\/p>\n<ol start=\"4\">\n<li><strong>  M\u00fc\u015fteri temas noktalar\u0131n\u0131 belirleyin<\/strong><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">Temas noktalar\u0131, m\u00fc\u015fterinin \u00fcr\u00fcn ve hizmetlerinizi t\u00fcketmeden \u00f6nce veya sonra \u015firketle ileti\u015fim kurdu\u011fu anlard\u0131r. Bunlar, m\u00fc\u015fteri deneyimi haritas\u0131n\u0131n tasarlanmas\u0131nda temel unsurlard\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fterinizle temas noktalar\u0131n\u0131 bulmak i\u00e7in nelere dikkat etmelisiniz?  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Her \u015firketin akl\u0131nda tutmas\u0131 gereken \u015fey budur:<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><strong>\u0130\u015fletmenizi<\/strong> bulmadan <strong>\u00f6nce ileti\u015fime ge\u00e7in:<\/strong> Bu noktada m\u00fc\u015fteriye i\u015fletmenizi nas\u0131l bulduklar\u0131n\u0131 sorun.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><strong>\u0130\u015fletmenizde bulunduklar\u0131 s\u0131rada ileti\u015fime ge\u00e7in:<\/strong> Burada, i\u015fletmenizi neden ziyaret ettiklerini sorgulamal\u0131s\u0131n\u0131z. Yani, yakla\u015fmak zorunda oldu\u011fu nedenler ve onu bu noktaya getiren ihtiya\u00e7.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><strong>\u0130\u015fletmenizde sat\u0131n<\/strong> alma <strong>sonras\u0131 ileti\u015fim:<\/strong> M\u00fc\u015fterinin sat\u0131n alma deneyiminin ve i\u015fletme ile kar\u015f\u0131la\u015fmas\u0131n\u0131n nas\u0131l oldu\u011funu \u00f6\u011frendi\u011finiz son toplant\u0131. \u00d6rne\u011fin, sorununuzu \u00e7\u00f6z\u00fcp \u00e7\u00f6zemediklerini veya iyi bir m\u00fc\u015fteri hizmeti sa\u011flay\u0131p sa\u011flamad\u0131klar\u0131n\u0131 ara\u015ft\u0131r\u0131n.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri sadakatinin ve markan\u0131z\u0131n daha fazla ki\u015fiye tavsiye edilmesinin (kulaktan kula\u011fa) bu temas noktalar\u0131na ba\u011fl\u0131 olaca\u011f\u0131n\u0131 unutmay\u0131n.<\/span><\/p>\n<p>Deneyim haritas\u0131n\u0131n ne oldu\u011funu okumay\u0131 seviyorsan\u0131z, <a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-vs-customer-experience\/\" target=\"_blank\" rel=\"noopener\">m\u00fc\u015fteri yolculu\u011fu ile m\u00fc\u015fteri deneyimi aras\u0131ndaki fark\u0131<\/a> \u00f6\u011frenmek ilginizi \u00e7ekebilir.<\/p>\n<h2><span style=\"font-weight: 400;\">M\u00fc\u015fteri deneyimi haritas\u0131 bir \u015firkete ne gibi faydalar sa\u011flar?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Bu t\u00fcr bir kayna\u011f\u0131n s\u00f6z konusu \u015firket i\u00e7in faydalar\u0131n\u0131 de\u011ferlendirmeden m\u00fc\u015fteri deneyimi haritas\u0131n\u0131 tart\u0131\u015famay\u0131z.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Son ara\u015ft\u0131rmalara g\u00f6re, m\u00fc\u015fteri deneyimini y\u00f6netmenin yaratt\u0131\u011f\u0131 etkiyi analiz ederseniz, \u015firketler elde edebilir:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Pazarlama kampanyalar\u0131ndan elde edilen a\u015famal\u0131 gelirde y\u0131ldan y\u0131la ortalama %24,9 art\u0131\u015f<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Hizmet maliyetlerinde %21,2 azalma<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Sat\u0131\u015f d\u00f6ng\u00fcs\u00fcn\u00fcn %16,8&#8217;i<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Do\u011fru m\u00fc\u015fteri yolculu\u011funu y\u00f6netmek i\u015fte bu sonucu do\u011furur. Ancak, rakamlar\u0131n \u00f6tesinde, bu t\u00fcr bir plan haz\u0131rlamak i\u015fletmeniz i\u00e7in sonsuz f\u0131rsatlar sunar, \u00f6rne\u011fin:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Kanallar\u0131 optimize ederek ba\u011fl\u0131l\u0131k derecesini ve m\u00fc\u015fteri sadakatini art\u0131rabilir.<\/span><\/li>\n<li><span style=\"font-weight: 400;\">M\u00fc\u015fteri temas noktalar\u0131nda bulunan s\u00fcrt\u00fcnmeyi ortadan kald\u0131rabilirsiniz.<\/span><\/li>\n<li><span style=\"font-weight: 400;\">\u015eirket odakl\u0131 bir bak\u0131\u015f a\u00e7\u0131s\u0131ndan daha m\u00fc\u015fteri odakl\u0131 bir bak\u0131\u015f a\u00e7\u0131s\u0131na ge\u00e7i\u015f.<\/span><\/li>\n<li><span style=\"font-weight: 400;\">\u015eirketinizde var olan her t\u00fcrl\u00fc departmanlar aras\u0131 bo\u015flu\u011fu kapat\u0131n.<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Belirli m\u00fc\u015fterilerin ortalama kullan\u0131c\u0131lar\u0131n\u0131 hedefleyin, kimliklerine uygun pazarlama kampanyalar\u0131na sahip olun.<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Baz\u0131 belirli nicel verilerde d\u00fczensizlik yaratabilecek ko\u015fullar\u0131 anlamak.<\/span><\/li>\n<li><span style=\"font-weight: 400;\">T\u00fcketicinin kullan\u0131c\u0131 deneyimine ili\u015fkin gelecekteki yat\u0131r\u0131mlar i\u00e7in bir ROI de\u011ferlendirmesi geli\u015ftirin.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Bunlar, bu t\u00fcr bir kayna\u011f\u0131n el alt\u0131nda olmas\u0131n\u0131n sa\u011flad\u0131\u011f\u0131 avantajlardan baz\u0131lar\u0131d\u0131r. M\u00fc\u015fterilerinizin \u015firketinizle ilgili duygular\u0131n\u0131n geli\u015fti\u011fini g\u00f6rmek istiyorsan\u0131z, bir m\u00fc\u015fteri deneyimi haritas\u0131 olu\u015fturun.<\/span><\/p>\n<blockquote><p> <a href=\"https:\/\/www.questionpro.com\/blog\/consumer-decision-journey\/\" target=\"_blank\" rel=\"noopener\">T\u00fcketici karar yolculu\u011fu<\/a> hakk\u0131nda bilgi edinin.<\/p><\/blockquote>\n<h2><\/h2>\n<h2><span style=\"font-weight: 400;\">M\u00fc\u015fteri deneyimi haritas\u0131 hangi unsurlara sahip olmal\u0131d\u0131r?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Her \u015feyden \u00f6nce, bir m\u00fc\u015fterinin markan\u0131zla etkile\u015fiminden \u00f6nce, etkile\u015fim s\u0131ras\u0131nda ve sonras\u0131nda belirli olaylar meydana gelebilir. Dolay\u0131s\u0131yla, m\u00fc\u015fteri deneyimi haritas\u0131 temas noktalar\u0131nda ve kanallarda de\u011fi\u015fiklik g\u00f6sterebilir ve ayn\u0131 s\u00fcre uzunlu\u011funa sahip olmayabilir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri deneyimi haritas\u0131n\u0131n \u00e7e\u015fitli y\u00f6nleri, bu arac\u0131n i\u015fletmenize nas\u0131l hizmet edebilece\u011fini daha iyi anlaman\u0131za yard\u0131mc\u0131 olaca\u011f\u0131ndan hayati \u00f6nem ta\u015f\u0131maktad\u0131r. Bunlar\u0131 g\u00f6zden ge\u00e7irelim:<\/span><\/p>\n<ol>\n<li><strong>  Eylemler<\/strong><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri deneyimi haritas\u0131n\u0131n bu unsuru, t\u00fcketiciyi \u00fcr\u00fcn veya hizmetinizle ilgili ger\u00e7ekle\u015ftirdi\u011fi veya ger\u00e7ekle\u015ftirmeyi planlad\u0131\u011f\u0131 eylemlere g\u00f6re anlaman\u0131za yard\u0131mc\u0131 olacakt\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bu noktay\u0131 daha iyi anlamak i\u00e7in kendinize a\u015fa\u011f\u0131daki sorular\u0131 sorun:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">M\u00fc\u015fteriniz ne yap\u0131yor?<\/span><\/li>\n<li><span style=\"font-weight: 400;\">M\u00fc\u015fterinin sat\u0131n alma s\u00fcrecinin bir sonraki a\u015famas\u0131na ge\u00e7memesine neden olan nedir?<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Bir m\u00fc\u015fterinin ilerlemek i\u00e7in ihtiya\u00e7 duydu\u011fu eylemler nelerdir?<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Bu sorular\u0131 yan\u0131tlamak, bu unsurun deneyim haritas\u0131ndaki rol\u00fcn\u00fc anlamak i\u00e7in \u00e7ok \u00f6nemlidir.<\/span><\/p>\n<ol start=\"2\">\n<li><strong>  Motivasyonlar<\/strong><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri yolculu\u011fu haritas\u0131n\u0131n bu noktas\u0131, eylemin arkas\u0131nda ne oldu\u011funa dayan\u0131r: halk\u0131 bir karar vermeye veya en az\u0131ndan bir faaliyeti ger\u00e7ekle\u015ftirmeyi d\u00fc\u015f\u00fcnmeye iten niyet, duygu.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ba\u015fka bir deyi\u015fle, bir m\u00fc\u015fteriyi deneyim haritas\u0131nda bir sonraki noktaya ta\u015f\u0131maya neyin y\u00f6nlendirebilece\u011fi ile ilgilidir. Bu karar\u0131n amac\u0131na ili\u015fkin gerek\u00e7elerin belirtilmesi de \u00f6nemlidir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bu m\u00fc\u015fterinin bir sorununu veya ihtiyac\u0131n\u0131 \u00e7\u00f6zmekle mi ilgili? Sorunlar\u0131n\u0131 \u00e7\u00f6zmelerine veya zaten iyi olan bir deneyimi geli\u015ftirmelerine yard\u0131mc\u0131 olmak i\u00e7in markan\u0131zla ne denediklerini bilmek zorunludur.<\/span><\/p>\n<ol start=\"3\">\n<li><strong>  Sorular<\/strong><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri deneyimi haritas\u0131n\u0131n \u00f6nceki noktalar\u0131 ile ilgilidir. Sorular, ele al\u0131nacak konuyu ve hedeflenecek amac\u0131 bilmek i\u00e7in \u00e7ok \u00f6nemlidir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bahsetti\u011fimiz sorulardan baz\u0131lar\u0131 \u015funlard\u0131r:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">M\u00fc\u015fterinin \u015f\u00fcpheleri ve sorular\u0131 nelerdir?<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Belirli bir \u00fcr\u00fcne\/hizmete mi ihtiyac\u0131n\u0131z var veya onu mu ar\u0131yorsunuz?<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Sat\u0131n alma s\u00fcreci veya s\u00f6z konusu \u00fcr\u00fcn hakk\u0131nda kafan\u0131z m\u0131 kar\u0131\u015ft\u0131?<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u0130\u015fin s\u0131rr\u0131, t\u00fcketicinin daha fazla soruya sahip olabilece\u011fi ve bunlar\u0131 daha net bir \u015fekilde yan\u0131tlayabilece\u011fi a\u015famay\u0131 fark etmeye ba\u015flamakt\u0131r.<\/span><\/p>\n<ol start=\"4\">\n<li><strong>  Kritik noktalar<\/strong><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">Bu unsurlar, i\u015fletmeniz i\u00e7in gereken m\u00fc\u015fteri deneyimi haritas\u0131n\u0131 tasarlamak ve uygulamak i\u00e7in \u00e7ok \u00f6nemlidir. K\u00fc\u00e7\u00fck ayr\u0131nt\u0131lara dikkat edin ve en iyi plan\u0131 yapma f\u0131rsat\u0131n\u0131 ka\u00e7\u0131rmay\u0131n.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bahsetti\u011fimiz kritik noktalar, \u015firketle ilgili unsurlar\u0131 ve m\u00fc\u015fteriye deneyimleri s\u0131ras\u0131nda sunabilece\u011finiz kolayl\u0131klar\u0131 i\u00e7erir. \u00d6rne\u011fin:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">M\u00fc\u015fterilerin bir sonraki a\u015famaya ge\u00e7melerinin \u00f6n\u00fcndeki engeller nelerdir?<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Sat\u0131n alma s\u00fcreci onlar i\u00e7in nas\u0131l bir \u015fey?<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Fiyat eri\u015filebilir mi?<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Bunlar, bu projeyi tasarlarken g\u00f6zden ka\u00e7\u0131ramayaca\u011f\u0131n\u0131z m\u00fc\u015fteri deneyimi haritas\u0131n\u0131n unsurlar\u0131d\u0131r.<\/span><\/p>\n<p><img decoding=\"async\" src=\"\/userimages\/site_media\/experience-map-example.jpg\" alt=\"deneyim-haritas\u0131-\u00f6rne\u011fi\"><\/p>\n<h2>M\u00fc\u015fteri deneyimi nas\u0131l haritalan\u0131r?<\/h2>\n<p><span style=\"font-weight: 400;\">\u00c7ok y\u00f6nl\u00fc bir ara\u00e7 oldu\u011fu i\u00e7in kullan\u0131m\u0131 \u00e7e\u015fitlenmi\u015ftir. Buradaki fikir, m\u00fc\u015fteri deneyimi y\u00f6netimi ara\u00e7lar\u0131n\u0131n \u015firketinize uyum sa\u011flamas\u0131 ve  <\/span><b>tam tersi de\u011fil<\/b><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A\u015fa\u011f\u0131da ilk m\u00fc\u015fteri deneyimi haritan\u0131z\u0131 tasarlamak i\u00e7in gerekli ad\u0131mlar yer almaktad\u0131r:<\/span><\/p>\n<ol>\n<li><strong>  M\u00fc\u015fterinizi tan\u0131mlay\u0131n<\/strong><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">\u0130lk olarak, m\u00fc\u015fterinizin kim oldu\u011funu analiz etmelisiniz. Ve ger\u00e7ek \u015fu ki, \u015firketinizin birden fazla m\u00fc\u015fteri t\u00fcr\u00fc olabilir. Ancak, deneyim haritas\u0131 ile genel bir m\u00fc\u015fteri profiline odaklanmal\u0131s\u0131n\u0131z.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Motivasyonlar\u0131n\u0131n ve beklentilerinin ne oldu\u011funu derinlemesine anlamaya odaklan\u0131n. O kadar derine inmelisiniz ki m\u00fc\u015fterilerinizin nas\u0131l d\u00fc\u015f\u00fcnd\u00fc\u011f\u00fcn\u00fc ve hissetti\u011fini bilmelisiniz.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fterinizin genel profilini belirledikten sonra, motivasyonlar\u0131n\u0131 ve beklentilerini anlamak \u00e7ok \u00f6nemlidir.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bir sonraki m\u00fc\u015fteri yolculu\u011fu haritas\u0131n\u0131 olu\u015fturmay\u0131 planl\u0131yorsan\u0131z, m\u00fc\u015fterilerinizi segmentlere ay\u0131rmak i\u00e7in hangi sorular\u0131 sorman\u0131z gerekti\u011fini \u00f6\u011frenmek istiyorsan\u0131z bu m\u00fc\u015fteri yolculu\u011fu canva \u015fablonunu \u00f6neririz.<\/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\/ebook\/hackers-guide-to-customer-experience.html\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>\u015eABLONU \u00dcCRETSIZ INDIRIN<\/strong><\/a><\/span><\/p>\n<ol start=\"2\">\n<li><strong>  Deneyimin kritik anlar\u0131n\u0131n fark\u0131nda olun<\/strong><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fterilerinizin ne d\u00fc\u015f\u00fcnd\u00fc\u011f\u00fcn\u00fc ve ne hissetti\u011fini anlamak i\u00e7in, \u00fcr\u00fcn veya hizmetinizi sat\u0131n almadan \u00f6nce, sat\u0131n alma s\u0131ras\u0131nda ve sat\u0131n ald\u0131ktan sonra hangi temas noktalar\u0131n\u0131 deneyimlediklerini bilmeniz gerekir. M\u00fc\u015fteri deneyimi haritas\u0131, tan\u0131mlaman\u0131z ve y\u00f6netmeniz gereken birden fazla etkile\u015fim noktas\u0131ndan olu\u015fabilir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Kilit bir konu, m\u00fc\u015fteri i\u00e7in her bir noktan\u0131n etki d\u00fczeyini belirlemenizdir. \u00d6rne\u011fin, Starbucks&#8217;tan bahsediyorsak, masada pe\u00e7ete yoksa bir m\u00fc\u015fteri affedilebilir. \u00d6te yandan, barista m\u00fc\u015fteriye g\u00fcl\u00fcmsemezse veya kahve bekledikleri gibi olmazsa t\u00fcm deneyim mahvolabilir. \u00dczerinde ba\u015fka birinin ad\u0131 oldu\u011funu d\u00fc\u015f\u00fcnsenize?<\/span><\/p>\n<ol start=\"3\">\n<li><strong>  M\u00fc\u015fteri ile empati kurun<\/strong><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri deneyimi haritas\u0131ndaki anlar\u0131 belirledikten sonra, kendinize \u015fu soruyu sorman\u0131n zaman\u0131 gelmi\u015ftir: M\u00fc\u015fterinin stresine veya rahats\u0131zl\u0131\u011f\u0131na ne sebep oluyor? Bu anlamda, m\u00fc\u015fterinizin ne bekledi\u011fi, ne d\u00fc\u015f\u00fcnd\u00fc\u011f\u00fc ve ne hissetti\u011fi konusunda derin bir anlay\u0131\u015fa sahip olman\u0131z gerekir; b\u00f6ylece onlar\u0131n beklentilerini a\u015fan bir de\u011fer \u00f6nerisi tasarlayabilirsiniz.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Daha \u00f6nce de belirtti\u011fimiz gibi, m\u00fc\u015fteri deneyimi haritas\u0131n\u0131n olu\u015fturulmas\u0131 varsay\u0131mlara de\u011fil, ara\u015ft\u0131rma ve i\u00e7g\u00f6r\u00fclere dayanmaktad\u0131r.<\/span><\/p>\n<ol start=\"4\">\n<li><strong>  Temas noktalar\u0131n\u0131 kaydedin<\/strong><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">T\u0131pk\u0131 WOW anlar\u0131n\u0131 belirledi\u011finiz gibi, m\u00fc\u015fterilerinizin \u015firketinizin \u00fcr\u00fcn ve hizmetleriyle olan etkile\u015fimlerinin her birini kaydetmenizin zaman\u0131 geldi. Starbucks \u00f6rne\u011finden devam edersek, ilk m\u00fc\u015fteri kahve uygulamas\u0131 \u00fczerinden sipari\u015f verecek ve arabaya servis b\u00f6l\u00fcm\u00fcnden ge\u00e7ecektir.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Buna kar\u015f\u0131l\u0131k, ikinci ki\u015fi kafeye y\u00fcr\u00fcyebilir ve do\u011frudan ma\u011fazadan sipari\u015f verebilir. Temas noktalar\u0131n\u0131z\u0131n tam bir listesini yaparsak, \u015f\u00f6yle g\u00f6r\u00fcnecektir:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Mekana var\u0131\u015f<\/span><\/li>\n<li><span style=\"font-weight: 400;\">S\u0131rada bekliyorum<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Barista ile etkile\u015fim<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Sipari\u015fin verilmesi<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Hesab\u0131n \u00f6denmesi<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Sipari\u015fin teslim al\u0131nmas\u0131<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Banyolar\u0131n kullan\u0131m\u0131<\/span><\/li>\n<li><span style=\"font-weight: 400;\">\u0130nternet kullan\u0131m\u0131<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Kahve sat\u0131\u015f noktas\u0131<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Bir m\u00fc\u015fteri deneyimi haritas\u0131 olu\u015ftururken, t\u00fcm <a href=\"https:\/\/www.questionpro.com\/blog\/customer-touchpoints\/\" target=\"_blank\" rel=\"noopener\">m\u00fc\u015fteri temas noktalar\u0131n\u0131n<\/a> daha net bir g\u00f6r\u00fcn\u00fcm\u00fcn\u00fc elde etmek i\u00e7in t\u00fcm deneyimin haritas\u0131n\u0131n \u00e7\u0131kar\u0131lmas\u0131 tavsiye edilir. T\u00fcm m\u00fc\u015fteriler Wi-Fi talep etmeyebilir veya tuvaletleri kullanmayabilir, ancak bunlar\u0131 kullanmaya karar verirlerse deneyimlerinin nas\u0131l olaca\u011f\u0131n\u0131 bilmeniz \u00e7ok \u00f6nemlidir.<\/span><\/p>\n<ol start=\"5\">\n<li><strong>  M\u00fc\u015fteri deneyimi haritas\u0131n\u0131 tasarlay\u0131n<\/strong><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">\u00d6nceki t\u00fcm unsurlar\u0131 belirledikten sonra, s\u0131ra m\u00fc\u015fteri deneyimi haritan\u0131z\u0131 tasarlamaya gelecektir. Bunu yaparken \u015funlar\u0131 eklemelisiniz:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Temas noktalar\u0131<\/span><\/li>\n<li><span style=\"font-weight: 400;\">M\u00fc\u015fterinin beklentileri<\/span><\/li>\n<li><span style=\"font-weight: 400;\">M\u00fc\u015fteri ne al\u0131r?<\/span><\/li>\n<li><span style=\"font-weight: 400;\">M\u00fc\u015fterinin hissetme \u015fekli<\/span><\/li>\n<\/ul>\n<ol start=\"6\">\n<li><strong>  WOW anlar\u0131 ile \u015firketinizin performans\u0131n\u0131 de\u011ferlendirin<\/strong><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri i\u00e7in en kritik anlar\u0131, memnuniyetlerini analiz ederken en y\u00fcksek \u00f6nceli\u011fi verdikleri anlar\u0131 belirleyin. Bu anlamda, hangilerini iyi yapt\u0131\u011f\u0131n\u0131z\u0131 ve hangilerinin o kadar da iyi olmad\u0131\u011f\u0131n\u0131 belirlemek anahtar olacakt\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Buna dayanarak, belirlenen her bir iyile\u015ftirme f\u0131rsat\u0131 i\u00e7in eylem planlar\u0131 tan\u0131mlayabileceksiniz.<\/span><\/p>\n<ol start=\"7\">\n<li><strong>  Temel s\u00fcre\u00e7leri belirleyin<\/strong><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">Tam olarak m\u00fc\u015fteri deneyimi haritas\u0131n\u0131n bir par\u00e7as\u0131 olmasa da, her bir temas noktas\u0131nda yer alan s\u00fcre\u00e7leri ve alanlar\u0131 derinlemesine bilmeniz \u00e7ok \u00f6nemlidir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bilginizi bir sonraki seviyeye ta\u015f\u0131mak istiyorsan\u0131z, ba\u015fka bir CX arac\u0131n\u0131 bilmelisiniz: \u015firketlerin hizmetlerini tasarlamak i\u00e7in stratejik bir ara\u00e7 olarak \u00e7al\u0131\u015fan ve b\u00f6ylece bir hizmetin sa\u011flanmas\u0131n\u0131n par\u00e7alar\u0131n\u0131n tam bir tan\u0131m\u0131na sahip olan hizmet plan\u0131. (g\u00f6r\u00fcnen ve g\u00f6r\u00fcnmeyen unsurlar).<\/span><\/p>\n<ol start=\"8\">\n<li><strong>  Metrikleri ve KPI&#8217;lar\u0131 tan\u0131mlay\u0131n<\/strong><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">Unutmaman\u0131z gereken bir \u015fey varsa o da \u00f6l\u00e7\u00fcmd\u00fcr. Bunu yapmak i\u00e7in a\u015fa\u011f\u0131daki noktalar\u0131 g\u00f6z \u00f6n\u00fcnde bulundurmal\u0131s\u0131n\u0131z:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Ne \u00f6l\u00e7\u00fclecek?<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Nas\u0131l \u00f6l\u00e7\u00fclecek?<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Ne s\u0131kl\u0131kla \u00f6l\u00e7\u00fclecek?<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Kim sorumlu olacak?<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Bir m\u00fc\u015fteri deneyimi haritas\u0131nda iyile\u015ftirme f\u0131rsatlar\u0131n\u0131 bulman\u0131n tek yolu budur. \u00d6rne\u011fin, sorunlu noktalar\u0131 tespit eder ve durumu iyile\u015ftirmek i\u00e7in eylem planlar\u0131 tan\u0131mlarsan\u0131z, do\u011fru yolda olup olmad\u0131\u011f\u0131n\u0131z\u0131 ve planlar\u0131n\u0131z\u0131n i\u015fe yaray\u0131p yaramad\u0131\u011f\u0131n\u0131 bilmenin tek yolu \u00f6l\u00e7\u00fcm yapmakt\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ka\u00e7 m\u00fc\u015fteriyi elimde tuttu\u011fumu ve ka\u00e7\u0131n\u0131n benden bir daha al\u0131\u015fveri\u015f yapmayaca\u011f\u0131n\u0131 nas\u0131l bilebilirim? <a href=\"https:\/\/www.questionpro.com\/features\/net-promoter-score.html\" target=\"_blank\" rel=\"noopener\">Net<\/a> Tavsiye <a href=\"https:\/\/www.questionpro.com\/features\/net-promoter-score.html\" target=\"_blank\" rel=\"noopener\">Skoru (NPS)<\/a>, sat\u0131n alma sonras\u0131 bir eylem olan tavsiyeye dayal\u0131 olarak m\u00fc\u015fteri sadakatini \u00f6l\u00e7menizi sa\u011flayacak bir y\u00f6netim sistemidir. Bu sistem m\u00fc\u015fteri deneyimi haritas\u0131 ile tamamlan\u0131r ve tek bir temel soruya dayan\u0131r:<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Hizmetimizi\/\u00fcr\u00fcn\u00fcm\u00fcz\u00fc bir arkada\u015f\u0131n\u0131za veya aile \u00fcyenize tavsiye etme olas\u0131l\u0131\u011f\u0131n\u0131z nedir?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fterinin m\u00fcmk\u00fcn olan en iyi <a href=\"https:\/\/www.questionpro.com\/blog\/shopping-experience\/\">al\u0131\u015fveri\u015f deneyimine<\/a> sahip olmas\u0131, \u015firket olarak \u00f6nceli\u011finiz olmal\u0131d\u0131r. Sadece an\u0131nda sat\u0131\u015f sa\u011flamak i\u00e7in de\u011fil, ayn\u0131 zamanda \u00fcr\u00fcnlerinizin d\u00fczenli bir t\u00fcketicisi olmaya devam etmek i\u00e7in.<\/span><\/p>\n<h2>Art\u0131k m\u00fc\u015fteri deneyimi haritan\u0131z\u0131 olu\u015fturmaya ba\u015flamaya haz\u0131rs\u0131n\u0131z<\/h2>\n<p><span style=\"font-weight: 400;\">Pek \u00e7ok \u015feyi ele ald\u0131k, bu y\u00fczden t\u00fcm kilit noktalar\u0131n \u00fczerinden ge\u00e7elim:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Genel olarak m\u00fc\u015fteri davran\u0131\u015f\u0131n\u0131 anlamak i\u00e7in kullan\u0131lan bir deneyim haritas\u0131<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">M\u00fc\u015fteri deneyimi t\u00fcm etkile\u015fimlere ula\u015f\u0131r: cazibeden sadakate<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">M\u00fc\u015fteri yolculu\u011fu haritas\u0131, al\u0131c\u0131 personalar\u0131n veya m\u00fc\u015fteri arketiplerinin a\u015famalar\u0131na, eylemlerine, d\u00fc\u015f\u00fcncelerine ve duygular\u0131na odaklan\u0131r. Buna kar\u015f\u0131l\u0131k, deneyim haritas\u0131 genel bir m\u00fc\u015fteri profilinin genel olarak daha geni\u015f deneyimine odaklan\u0131r.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Bir deneyim haritas\u0131 memnuniyet bo\u015fluklar\u0131n\u0131 azaltmaya, m\u00fc\u015fterinizle empati kurmaya ve m\u00fc\u015fterinizin ge\u00e7ti\u011fi temas noktalar\u0131n\u0131 belirlemeye yard\u0131mc\u0131 olur.  <\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Harita deneyiminizin ana unsurlar\u0131 eylemler, motivasyonlar, sorular ve kritik noktalard\u0131r.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">M\u00fc\u015fterinizin deneyimini haritalamak, CX program\u0131n\u0131z\u0131 geli\u015ftirmenin \u00e7ok \u00f6nemli bir par\u00e7as\u0131d\u0131r ve bir m\u00fc\u015fteri deneyimi y\u00f6netim platformu yaz\u0131l\u0131m\u0131na ge\u00e7meden \u00f6nce sahip olunmas\u0131 yararl\u0131d\u0131r.  <\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Sonu\u00e7 olarak, k\u00f6t\u00fc bir m\u00fc\u015fteri deneyimi varsa, kullan\u0131c\u0131lar yaln\u0131zca geri d\u00f6nmeyi reddetmekle kalmayacak, ayn\u0131 zamanda ba\u015fkalar\u0131n\u0131 da sizden sat\u0131n almamalar\u0131 i\u00e7in etkileyecektir. Bu nedenle, deneyim haritas\u0131 gibi ara\u00e7larla m\u00fcmk\u00fcn olan en iyi stratejiyi tasarlamak, m\u00fc\u015fterilerinizin \u015firketinizle olan deneyimini iyile\u015ftirmenin anahtar\u0131 olabilir.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ama bu sadece ba\u015flang\u0131\u00e7. Deneyim haritan\u0131z\u0131 ve m\u00fc\u015fteri yolculu\u011fu haritan\u0131z\u0131 belirledikten sonra, QuestionPro CX gibi bir m\u00fc\u015fteri deneyimi y\u00f6netim platformunu kullanarak m\u00fc\u015fterilerinize anketler g\u00f6nderebilir, geri bildirimlerini toplayabilir ve m\u00fc\u015fterilerinizin duygular\u0131n\u0131 takip ederken d\u00f6ng\u00fcy\u00fc kapatabilirsiniz.  <\/span><\/p>\n<p> <a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\">QuestionPro CX<\/a> &#8216;te, kurulu\u015funuzdaki m\u00fc\u015fteri yolculu\u011fu avantajlar\u0131n\u0131 izlemeniz i\u00e7in size en iyi ara\u00e7lar\u0131 sunuyoruz. Bize ula\u015f\u0131n! Daha iyi m\u00fc\u015fteri deneyimleri elde etmenize yard\u0131mc\u0131 olmak i\u00e7in sizinle birlikte \u00e7al\u0131\u015fmay\u0131 \u00e7ok isteriz!<\/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>Bir m\u00fc\u015fteri deneyimi haritas\u0131n\u0131n \u015firketiniz i\u00e7in pratik veya kullan\u0131\u015fl\u0131 olmad\u0131\u011f\u0131n\u0131 d\u00fc\u015f\u00fcnebilirsiniz. Elimizde zaten m\u00fc\u015fteri yolculu\u011fu haritas\u0131 varken neden ba\u015fka bir [&hellip;]<\/p>\n","protected":false},"author":41,"featured_media":715547,"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>Deneyim Haritas\u0131: \u00d6nemi, Unsurlar\u0131 ve Faydalar\u0131 | QuestionPro<\/title>\n<meta name=\"description\" content=\"Bir deneyim haritas\u0131, &quot;genel&quot; bir ki\u015finin bir hedefe ula\u015fmak i\u00e7in ge\u00e7ti\u011fi u\u00e7tan uca tam bir deneyim haritalama deneyiminin g\u00f6rselle\u015ftirilmesidir. 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