{"id":792998,"date":"2023-04-18T18:44:37","date_gmt":"2023-04-19T01:44:37","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/musteri-deneyimi-haritalama-daha-guclu-musteri-iliskileri-kurmak-icin-nasil-kullanilir-tuesday-cx-thoughts\/"},"modified":"2023-07-24T07:00:55","modified_gmt":"2023-07-24T07:00:55","slug":"customer-experience-mapping-tuesday-cx-thoughts","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/customer-experience-mapping-tuesday-cx-thoughts\/","title":{"rendered":"M\u00fc\u015fteri Deneyimi Haritalama: Daha G\u00fc\u00e7l\u00fc M\u00fc\u015fteri \u0130li\u015fkileri Kurmak \u0130\u00e7in Nas\u0131l Kullan\u0131l\u0131r | Tuesday CX Thoughts"},"content":{"rendered":"\n

M\u00fc\u015fteri Deneyimi Haritalama, m\u00fc\u015fteri kat\u0131l\u0131m\u0131n\u0131 destekler. G\u00fcn\u00fcm\u00fcz\u00fcn m\u00fc\u015fterileri, \u015firketlerin yenilik\u00e7i \u015firketler arac\u0131l\u0131\u011f\u0131yla daha y\u00fcksek \u00e7\u0131talara ula\u015fmas\u0131n\u0131 bekliyor (buradaki isimler). Proaktif ve duyarl\u0131 olmalar\u0131 ve m\u00fc\u015fterilerin isteklerini\/ihtiya\u00e7lar\u0131n\u0131 \u00f6nceden tahmin etmeleri beklenir. Yeni Omni-channel m\u00fc\u015fteriyle etkili (ve k\u00e2rl\u0131) bir \u015fekilde etkile\u015fim kurmak i\u00e7in, her kanalda m\u00fc\u015fteri taraf\u0131ndan sa\u011flanan davran\u0131\u015flar\u0131 ve i\u00e7g\u00f6r\u00fcleri ‘g\u00f6rmemiz’ ve bunlara g\u00f6re hareket etmemiz gerekir. <\/p>\n\n

Pazarlamac\u0131lar olarak hepimiz sorunsuz bir m\u00fc\u015fteri deneyimi sunmay\u0131 planl\u0131yoruz, ancak bunu ger\u00e7ekle\u015ftirmek g\u00f6r\u00fcnd\u00fc\u011f\u00fcnden daha zor. Peki, \u00e7evrimi\u00e7i ve \u00e7evrimd\u0131\u015f\u0131 aras\u0131nda gidip gelen ve asl\u0131nda farkl\u0131 ‘al\u0131\u015fveri\u015f’ yapt\u0131klar\u0131 ger\u00e7e\u011fini d\u00fc\u015f\u00fcnmeyen bu kaprisli t\u00fcketiciye nas\u0131l hitap edeceksiniz? Harika bir m\u00fc\u015fteri deneyimi yaratarak: <\/p>\n\n

    \n
  1. M\u00fc\u015fterilerinizi – hem rasyonel hem de duygusal zihniyetlerini – ‘g\u00f6rmek’ i\u00e7in M\u00fc\u015fteri Deneyimi Haritalamas\u0131.<\/li>\n\n\n\n
  2. Kanallar aras\u0131nda m\u00fc\u015fteri etkile\u015fimini iletmek, y\u00f6netmek ve izlemek i\u00e7in CRM\/teknoloji altyap\u0131s\u0131.<\/li>\n\n\n\n
  3. \u00c7al\u0131\u015fanlar\u0131 markay\u0131 hayata ge\u00e7irme konusunda g\u00fc\u00e7lendirmek i\u00e7in organizasyonel uyum ve \u00e7al\u0131\u015fan kat\u0131l\u0131m\u0131.<\/li>\n\n\n\n
  4. T\u00fcm markal\u0131 deneyimi desteklemek i\u00e7in s\u00fcrekli yenilik.<\/li>\n\n\n\n
  5. ROI’yi kan\u0131tlamak ve ba\u015far\u0131lar\u0131 payla\u015fmak i\u00e7in Metrikler ve G\u00f6sterge Tablolar\u0131.<\/li>\n<\/ol>\n\n

    Bug\u00fcnk\u00fc odak noktam\u0131z ilk ad\u0131m olan M\u00fc\u015fteri Deneyimi Haritalamas\u0131. Bu ad\u0131m, siz marka vaadinizi<\/a> sunarken m\u00fc\u015fterinizin etkile\u015fim ve payla\u015f\u0131m s\u0131ras\u0131nda ne d\u00fc\u015f\u00fcnd\u00fc\u011f\u00fcn\u00fc, ne hissetti\u011fini ve ne yapt\u0131\u011f\u0131n\u0131 anlamaya odaklan\u0131r. <\/p>\n\n

    M\u00fc\u015fteri Deneyimi Haritalama: Nereden ba\u015flayabilirsiniz?<\/h2>\n\n

    M\u00fc\u015fteri Deneyimi Haritalama <\/strong>4 ad\u0131ml\u0131 bir s\u00fcre\u00e7tir: <\/p>\n

    \n
    \"\"<\/figure><\/div>\n

    Deneyim genellikle m\u00fc\u015fterilerin \u00fcr\u00fcnleriniz\/hizmetleriniz hakk\u0131nda ara\u015ft\u0131rma, kulaktan kula\u011fa yayma, sosyal medya vb. yollarla bilgi edindi\u011fi “ara\u015ft\u0131rma” veya al\u0131\u015fveri\u015f \u00f6ncesi a\u015famadan ba\u015flayarak sat\u0131n alma yollar\u0131na veya yolculuklar\u0131na bakmakla ba\u015flar. <\/p>\n\n

    \n

    M\u00fc\u015fterilerinizin %60-70’inin sitenize veya ma\u011fazan\u0131za gelmeden \u00d6NCE ne istediklerini zaten bildiklerini biliyor muydunuz? <\/p>\n<\/blockquote>\n\n

    Bu, m\u00fc\u015fteri segmentlerinizin<\/a> psikolojisini\/ki\u015fili\u011fini olu\u015fturman\u0131z\u0131 ve anlaman\u0131z\u0131 gerektirir. Her segmentin farkl\u0131 davran\u0131\u015flar\u0131, duygular\u0131 ve hedefleri vard\u0131r, bu nedenle s\u00fcrece her grubun haritas\u0131n\u0131 \u00e7\u0131kararak ba\u015flar\u0131z. <\/p>\n\n

    \u0130kinci ad\u0131m, m\u00fc\u015fterinin bir karar vermeden \u00f6nce aktif olarak \u00fcr\u00fcnleri, \u00fcr\u00fcn \u00f6zelliklerini ve fiyatlar\u0131 kar\u015f\u0131la\u015ft\u0131rd\u0131\u011f\u0131 al\u0131\u015fveri\u015f ve kar\u015f\u0131la\u015ft\u0131rma a\u015famas\u0131d\u0131r. <\/p>\n\n

    \u00dc\u00e7\u00fcnc\u00fc ad\u0131m, m\u00fc\u015fterinin \u00fcr\u00fcn\u00fcn\u00fcz\u00fc veya hizmetinizi sat\u0131n ald\u0131\u011f\u0131 sat\u0131n alma i\u015flemidir. Son ad\u0131mda, m\u00fc\u015fteri \u00fcr\u00fcn\u00fcn\u00fcz\u00fc veya hizmetinizi deneyimler ve \u00fcr\u00fcnle ilgili baz\u0131 sorular veya hizmetlerle ilgili yard\u0131ma ihtiya\u00e7 duyar. Hem iyi hem de k\u00f6t\u00fc deneyimler art\u0131k sosyal medya arac\u0131l\u0131\u011f\u0131yla yayg\u0131n bir \u015fekilde payla\u015f\u0131l\u0131yor. <\/p>\n\n

    Ger\u00e7ek deneyim haritalama s\u00fcreci, m\u00fc\u015fterilere ger\u00e7ekte kimin dokundu\u011funu belirlemek i\u00e7in dokunu\u015flar\u0131n bir ‘envanterini’ \u00e7\u0131karmakla ba\u015flar. B\u00fcy\u00fck bir s\u00fcrpriz olabilir!<\/p>\n

    \n
    \"\"\/<\/figure><\/div>\n

    Genel olarak bu s\u00fcre\u00e7, m\u00fc\u015fterilerin markayla \u00e7evrimi\u00e7i ve ma\u011faza i\u00e7i etkile\u015fimlerini belgeleyen m\u00fc\u015fteri anketleri<\/a> ve g\u00f6zlemsel verilerin toplanmas\u0131n\u0131 da i\u00e7erir. Ayr\u0131ca, m\u00fc\u015fteriye d\u00f6n\u00fck \u00e7al\u0131\u015fanlar\u0131n bak\u0131\u015f a\u00e7\u0131lar\u0131n\u0131 almak i\u00e7in etkile\u015fimlerini ve girdilerini yakalamak \u00f6nemlidir. Bu, \u015firket faaliyetlerinin, s\u00fcre\u00e7lerinin ve politikalar\u0131n\u0131n analiziyle birlikte bize \u00e7evrenin 360\u00ba’lik bir g\u00f6r\u00fcn\u00fcm\u00fcn\u00fc sa\u011flar. <\/p>\n\n

    Bu tamamland\u0131\u011f\u0131nda, ayr\u0131nt\u0131l\u0131 bir harita m\u00fc\u015fterinin ya\u015fam d\u00f6ng\u00fcs\u00fcndeki duygusal ve rasyonel unsurlar\u0131 g\u00f6rsel olarak sunar. Onlar\u0131 memnun eden ya da s\u0131k\u0131nt\u0131ya sokan \u015feylerin yan\u0131 s\u0131ra, karar vermede d\u00f6n\u00fcm noktas\u0131 niteli\u011findeki ‘do\u011fruluk’ anlar\u0131n\u0131 da vurgulamal\u0131d\u0131r<\/p>\n\n

    M\u00fc\u015fteri Deneyimi Haritalama \u00d6rnekleri:<\/h2>\n\n

    Bu m\u00fc\u015fteri deneyimi haritalama \u00f6rneklerinde, i\u015fletmelerin sorunlu noktalar\u0131 belirlemelerine, etkile\u015fimleri optimize etmelerine ve nihayetinde m\u00fc\u015fteri memnuniyetini<\/a> art\u0131rmalar\u0131na nas\u0131l yard\u0131mc\u0131 olabilece\u011fini kolayca g\u00f6rebiliriz.<\/p>\n

    \n
    \"\"\/<\/figure><\/div>\n

    M\u00fc\u015fteri deneyimi ‘hikayesi’ detay\u0131<\/strong><\/p>\n

    \n
    \"\"\/<\/figure><\/div>\n

    Bu, destekleyici ger\u00e7ekler ve g\u00f6r\u00fcnt\u00fclerle birlikte, kurulu\u015f taraf\u0131ndan neyin de\u011fi\u015ftirilmesi gerekti\u011fini ve bunun m\u00fc\u015fteri deneyimini nas\u0131l etkiledi\u011fini ayr\u0131nt\u0131l\u0131 bir d\u00fczeyde ‘g\u00f6rmek’ i\u00e7in kullan\u0131l\u0131r. Bu, iyile\u015ftirilmi\u015f bir s\u00fcrece ge\u00e7mek i\u00e7in bir \u00f6l\u00e7\u00fct haline gelir. <\/p>\n\n

    Bir\u00e7ok kurulu\u015f haritalar\u0131 k\u0131sa videolara d\u00f6n\u00fc\u015ft\u00fcrerek mevcut m\u00fc\u015fteri deneyimini ve bo\u015fluklar doldurulup iyile\u015ftirmeler yap\u0131ld\u0131ktan sonra deneyimin nas\u0131l g\u00f6r\u00fcnece\u011fini g\u00f6rselle\u015ftirmeye devam edebiliyor. <\/p>\n\n

    Yeni deneyim sadece M\u00fc\u015fteri Deneyimindeki k\u0131r\u0131k halkalar\u0131 d\u00fczeltmekle ilgili de\u011fildir. Bu, m\u00fc\u015fterinin duygular\u0131n\u0131, davran\u0131\u015flar\u0131n\u0131 ve motivasyonlar\u0131n\u0131 tam olarak anlayarak daha k\u0131sa, daha k\u00e2rl\u0131 bir sat\u0131n alma yolu ve s\u00fcrekli etkile\u015fim yaratan yeni bir deneyim tasarlamakla ilgilidir.<\/p>\n\n

    HAKKINDA B\u0130LG\u0130 ED\u0130N\u0130N: T\u00fcketici Karar Yolculu\u011fu<\/p>\n\n

    Sonraki Ad\u0131mlar – Haritalama s\u00fcreci nas\u0131l iyile\u015ftirme sa\u011flar?<\/strong><\/h2>\n\n

    Harita, eylemlerinizi \u00f6nceliklendirmenize ve giri\u015fimlerinizi y\u00f6nlendirmenize yard\u0131mc\u0131 olur: <\/p>\n\n

      \n
    1. Kurulu\u015f genelinde m\u00fc\u015fteri deneyimini iyile\u015ftirin – m\u00fc\u015fteriye dokundu\u011funuz her yerde. <\/li>\n\n\n\n
    2. Daha iyi bir deneyim sunmak i\u00e7in organizasyonun t\u00fcm medya ve departmanlarda uyumlu hale gelmesini sa\u011flay\u0131n. Bu sizin en \u00f6nemli hedefiniz!<\/li>\n\n\n\n
    3. Odaklan\u0131n: M\u00fckemmel bir m\u00fc\u015fteri deneyimi, yaln\u0131zca sat\u0131n alma veya yeniden sat\u0131n alma noktas\u0131nda de\u011fil, t\u00fcm etkile\u015fimlerinizin hedefi olmal\u0131d\u0131r. <\/li>\n\n\n\n
    4. Kendinizi m\u00fc\u015fterinizin yerine koyun: M\u00fc\u015fteri deneyimi, ilgi alanlar\u0131, medya kar\u0131\u015f\u0131m\u0131, temas s\u0131kl\u0131\u011f\u0131, tempo, zamanlama vb. dahil olmak \u00fczere m\u00fc\u015fteri segmentleri\/ki\u015filikleri ve bireysel tercihler taraf\u0131ndan y\u00f6nlendirilmelidir. <\/li>\n\n\n\n
    5. Test Et ve \u00d6\u011fren: Zaman i\u00e7inde de\u011fi\u015fen s\u00fcrekli bir \u00f6\u011frenme s\u00fcrecini destekler. Analitik ve metriklerle birlikte bir test etme ve \u00f6\u011frenme k\u00fclt\u00fcr\u00fc gerektirir. <\/li>\n<\/ol>\n\n

      \u015eirketler m\u00fc\u015fterilerini anlad\u0131klar\u0131n\u0131 ve onlara de\u011fer verdiklerini tutarl\u0131, ki\u015fiselle\u015ftirilmi\u015f etkile\u015fimlerle g\u00f6sterdiklerinde, finansal olarak daha iyi performans g\u00f6sterirler. <\/p>\n\n

      SuiteCX by QuestionPro m\u00fc\u015fteri deneyiminizi geli\u015ftirmenize nas\u0131l yard\u0131mc\u0131 olabilir?<\/h3>\n\n

      M\u00fc\u015fteri yolculu\u011fu haritalama yaz\u0131l\u0131m\u0131m\u0131z, m\u00fc\u015fteri deneyiminizi bir\u00e7ok y\u00f6nden geli\u015ftirmenize yard\u0131mc\u0131 olabilir. M\u00fc\u015fteri yolculu\u011funuzu olu\u015fturabilir ve g\u00f6rselle\u015ftirebilir, sorunlu noktalar\u0131 belirleyebilir ve memnuniyeti art\u0131rmak i\u00e7in etkile\u015fimleri optimize eden \u00e7\u00f6z\u00fcmler geli\u015ftirebilirsiniz.<\/p>\n\n

      HAKKINDA B\u0130LG\u0130 ED\u0130N\u0130N:<\/strong> M\u00fc\u015fteri Yolculu\u011fu Haritalama Ara\u00e7lar\u0131<\/a><\/p>\n\n

      QuestionPro CX, web sitemiz, sosyal medya ve m\u00fc\u015fteri hizmetleri kanallar\u0131m\u0131z dahil olmak \u00fczere birden fazla m\u00fc\u015fteri temas noktas\u0131ndaki<\/a> m\u00fc\u015fteri etkile\u015fimlerini izler.<\/p>\n\n

      Piyasadaki en g\u00fc\u00e7l\u00fc m\u00fc\u015fteri yolculu\u011fu haritalama yaz\u0131l\u0131m\u0131<\/strong> ile persona tabanl\u0131 yolculu\u011funuzu kolayca g\u00f6rselle\u015ftirin<\/a><\/h2>

      <\/p><\/div><\/div>

      DAHA FAZLA BI\u0307LGI\u0307 EDI\u0307NI\u0307N<\/a><\/div><\/div>\n\n

      <\/p>\n","protected":false},"excerpt":{"rendered":"

      M\u00fc\u015fteri Deneyimi Haritalama, m\u00fc\u015fteri kat\u0131l\u0131m\u0131n\u0131 destekler. G\u00fcn\u00fcm\u00fcz\u00fcn m\u00fc\u015fterileri, \u015firketlerin yenilik\u00e7i \u015firketler arac\u0131l\u0131\u011f\u0131yla daha y\u00fcksek \u00e7\u0131talara ula\u015fmas\u0131n\u0131 bekliyor (buradaki isimler). Proaktif […]<\/p>\n","protected":false},"author":180,"featured_media":787825,"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":"\nM\u00fc\u015fteri Deneyimi Haritalama: Daha G\u00fc\u00e7l\u00fc M\u00fc\u015fteri \u0130li\u015fkileri Kurmak \u0130\u00e7in Nas\u0131l Kullan\u0131l\u0131r?<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri deneyimi haritalama, i\u015fletmelerin m\u00fc\u015fterilerinin yolculuklar\u0131na ili\u015fkin anlay\u0131\u015flar\u0131n\u0131 geli\u015ftirmeleri i\u00e7in de\u011ferli bir ara\u00e7t\u0131r, buradan daha fazla bilgi edinebilirsiniz.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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\/>\n\t<meta name=\"twitter:data2\" content=\"6 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\/customer-experience-mapping-tuesday-cx-thoughts\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/customer-experience-mapping-tuesday-cx-thoughts\/\"},\"author\":{\"name\":\"Valerie Peck\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/#\/schema\/person\/fad13fe19bfd4db1d2f64180ce9e8eca\"},\"headline\":\"M\u00fc\u015fteri Deneyimi Haritalama: Daha G\u00fc\u00e7l\u00fc M\u00fc\u015fteri \u0130li\u015fkileri Kurmak \u0130\u00e7in Nas\u0131l Kullan\u0131l\u0131r | Tuesday CX 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