{"id":799526,"date":"2020-06-15T23:41:59","date_gmt":"2020-06-15T23:41:59","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/cx-analitigi-icin-bir-plan-yapin\/"},"modified":"2020-06-15T23:41:59","modified_gmt":"2020-06-15T23:41:59","slug":"cx-analitigi-icin-bir-plan-yapin","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/cx-analitigi-icin-bir-plan-yapin\/","title":{"rendered":"CX analiti\u011fi i\u00e7in bir plan yap\u0131n"},"content":{"rendered":"

Evde Tek Ba\u015f\u0131na (B\u00f6l\u00fcm I – IV)<\/strong>
\nEvde Tek Ba\u015f\u0131na serisinin filmlerinden en az birini izlememi\u015f olan birini hayal etmekte zorlan\u0131yorum. Her ihtimale kar\u015f\u0131, temel olay \u00f6rg\u00fcs\u00fc bir \u00e7ocu\u011fun kendi ba\u015f\u0131n\u0131n \u00e7aresine bakmas\u0131 i\u00e7in yaln\u0131z b\u0131rak\u0131lmas\u0131 ve mahallede gizlenen su\u00e7lularla sava\u015fmas\u0131 etraf\u0131nda d\u00f6n\u00fcyor. Aile i\u00e7indeki y\u00fcksek profilli itibar\u0131na ra\u011fmen, i\u015fler tela\u015flanmaya ba\u015flad\u0131\u011f\u0131nda unutulur.<\/p>\n

CX program\u0131n\u0131n bir par\u00e7as\u0131 olarak analitik de ayn\u0131 hissi verir. Herkes bunun \u00f6nemli oldu\u011funu bilir, dikkat \u00e7ekmek i\u00e7in \u00e7\u0131\u011fl\u0131k atar, ancak uygulama tela\u015f\u0131 i\u00e7inde genellikle unutulur – ve biri ilk kez fark etti\u011finde se\u00e7enekler s\u0131n\u0131rl\u0131d\u0131r.<\/p>\n

Analitik i\u00e7in bir plan yap\u0131n<\/strong><\/p>\n

Yeni bir CX program\u0131 sunmaya veya mevcut bir program\u0131 yenilemeye haz\u0131rlan\u0131rken, bir analitik plan\u0131 sunumun \u00f6ncesinde gelmelidir. Bunun “her departman\u0131n bir soru eklemesine izin verece\u011fiz” veya “g\u00f6sterge tablolar\u0131m neye benzeyecek?” ile kar\u0131\u015ft\u0131r\u0131ld\u0131\u011f\u0131n\u0131 g\u00f6rd\u00fcm. Bu t\u00fcr bir d\u00fc\u015f\u00fcnce, yan\u0131t oranlar\u0131n\u0131n d\u00fc\u015fmesi ve program\u0131n potansiyelinin s\u0131n\u0131rland\u0131r\u0131lmas\u0131 e\u011filimiyle sonu\u00e7lanma e\u011filimindedir. Bu yakla\u015f\u0131mla, verileri analiz etmeye ba\u015flayabilece\u011finiz a\u015famaya geldi\u011finizde \u00fc\u00e7 \u015feyin fark\u0131na var\u0131rs\u0131n\u0131z:<\/span><\/p>\n

    \n
  1. Harika g\u00f6r\u00fcnen g\u00f6sterge tablolar\u0131n\u0131z var<\/em><\/strong> – Bu bir ba\u015far\u0131 gibi g\u00f6r\u00fcnse de, program\u0131n kurum y\u00f6netimi i\u00e7indeki ba\u015far\u0131s\u0131n\u0131 sa\u011flayacak olan \u015fey bu de\u011fildir. Rakamlar ilgili g\u00f6r\u00fcn\u00fcyorsa, g\u00f6sterge tablosunun t\u00fcketicileri bu rakamlar\u0131 izlemenin bir yoluna sahip olmaktan memnun olacaklar, \u015fimdi baz\u0131 s\u00fcsl\u00fc grafikler veya widget’larla \u00f6l\u00e7\u00fcleceklerdir. Ancak, bu onlar\u0131 sadece CX \u00f6nlemleri hakk\u0131nda bilgilendirecek ve sonu\u00e7ta yararl\u0131l\u0131klar\u0131n\u0131 yitireceklerdir. G\u00f6sterge tablolar\u0131 – ne kadar s\u00fcsl\u00fc ve ayr\u0131nt\u0131l\u0131 olursa olsun – analitik ile ayn\u0131 \u015fey de\u011fildir.<\/span><\/li>\n
  2. “Tavus ku\u015fu \u00f6l\u00e7\u00fclerine” sahip olacaks\u0131n.<\/em><\/strong> – Her departman\u0131n g\u00f6r\u00fc\u015flerini belirtmesini sa\u011flamak \u00e7ok uzun bir ankete yol a\u00e7acak ve sonu\u00e7ta m\u00fc\u015fteri deneyimini iyile\u015ftirmek i\u00e7in kullanmaya \u00e7al\u0131\u015ft\u0131\u011f\u0131n\u0131z ara\u00e7 arac\u0131l\u0131\u011f\u0131yla m\u00fc\u015fteri deneyimini olumsuz etkileyecektir. Sonu\u00e7 olarak, bir CX y\u00f6neticisi departmanlar\u0131n bir veya iki kritik sorusunu bulmak i\u00e7in departmanlarla birlikte \u00e7al\u0131\u015facakt\u0131r. K\u00f6t\u00fc puan alan departman olmaktan ka\u00e7\u0131nmak i\u00e7in soruyla oynamaya \u00e7al\u0131\u015facaklar, b\u00f6ylece departman\u0131n geli\u015ftirilmekte olan g\u00f6sterge tablosunda olumlu g\u00f6r\u00fcnmesini sa\u011flayacaklard\u0131r. Kimse tek k\u00f6t\u00fc puana sahip departman olmak istemez. Hi\u00e7bir zaman “Haftan\u0131n hangi g\u00fcnleri harika hizmet veriyoruz? Sonu ‘-g\u00fcn’ ya da ‘di\u011fer’ ile bitenler mi?” gibi bir soru asla sorulmayacakt\u0131r, ancak belirli bir yan\u0131t t\u00fcr\u00fc hedeflenmektedir.<\/span><\/li>\n
  3. Sonu\u00e7lar\u0131 i\u015f \u00f6l\u00e7\u00fctlerine ba\u011flayamazs\u0131n\u0131z<\/em><\/strong> – Sonu\u00e7lar \u00f6nceden belirlendi\u011finde, analizleriniz i\u015f performans\u0131yla ger\u00e7ek bir ili\u015fki g\u00f6stermeyecektir. Elbette, kontrol panelinizde g\u00f6r\u00fcnt\u00fclenen bilgiler ile ba\u015far\u0131 aras\u0131nda bir miktar korelasyon olacakt\u0131r, ancak \u00f6l\u00e7\u00fcm\u00fcn \u00f6ng\u00f6r\u00fcc\u00fc niteli\u011fi orada olmayacakt\u0131r. Bir\u00e7ok veri madencili\u011fi \u00e7\u0131kmaz\u0131na yol a\u00e7acak ve verilerle analitik olarak yapabileceklerinizi s\u0131n\u0131rlayacakt\u0131r. <\/span><\/li>\n<\/ol>\n

    Plan\u0131n\u0131z m\u00fckemmel olmasa da, verimli bir anket deneyimi ya\u015faman\u0131za yard\u0131mc\u0131 olacak ve i\u015f sorular\u0131yla ba\u011flant\u0131 kurma f\u0131rsat\u0131 sa\u011flayacakt\u0131r. S\u0131k s\u0131k analiti\u011fin anket s\u0131ras\u0131nda toplad\u0131\u011f\u0131n\u0131z verileri analiz etmekten ziyade bu verileri i\u015finizle ili\u015fkilendirmekten kaynakland\u0131\u011f\u0131n\u0131 s\u00f6ylerken yakalan\u0131yorum. Korelasyon yerine nedenselli\u011fi anlamaktan gelir. Bu, kay\u0131p riskini analiz etmekten ve ard\u0131ndan bunu \u015firket kay\u0131plar\u0131yla kar\u015f\u0131la\u015ft\u0131rmaktan gelir. Kabul edecek kadar cesursak, plan\u0131n baz\u0131 alanlarda i\u015fe yaramad\u0131\u011f\u0131n\u0131 g\u00f6rebiliriz, ancak plan\u0131 bilmek bize plan\u0131m\u0131z\u0131 ileriye do\u011fru ayarlamak i\u00e7in bir yol sa\u011flar. <\/span><\/p>\n

    Analiti\u011fin Kevin’iniz olmas\u0131na izin vermeyin<\/span><\/strong><\/p>\n

    \u0130lk Evde Tek Ba\u015f\u0131na filminin ba\u015f\u0131nda k\u0131zdan \u00e7ocuklar\u0131 saymas\u0131 istenir. “McCallister Aile \u00d6rg\u00fct\u00fc “n\u00fc idare etme deneyimi olmayan k\u0131z\u0131, Kevin yerine yanl\u0131\u015fl\u0131kla mahalleden bir \u00e7ocu\u011fu sayar. Bu da daha havaalan\u0131na gitmeden planlar\u0131nda bir sorun yarat\u0131r. Plan\u0131n\u0131za ba\u015flarken, sat\u0131c\u0131n\u0131zdan veya CX orta\u011f\u0131n\u0131zdan sizin i\u00e7in bir analitik plan geli\u015ftirmesini istemek kolayd\u0131r, ancak sonunda bir ergenden bunu geli\u015ftirmesini istemekle ayn\u0131 \u00e7\u0131kt\u0131lar\u0131 elde edersiniz. Plan, [avoiding too much work] \u00e7er\u00e7evelerine uyacak \u015fekilde optimize edilecek ve CX yolculu\u011fu ba\u015flad\u0131ktan sonra sizi durumu d\u00fczeltmenin yollar\u0131n\u0131 bulmak i\u00e7in \u00e7abalamak zorunda b\u0131rakabilir. Yine de \u00e7ok iyi g\u00f6r\u00fcnen baz\u0131 g\u00f6sterge tablolar\u0131 elde edebilirsiniz. <\/span><\/p>\n

    \u0130yi bir CX i\u015f orta\u011f\u0131, analitik plan\u0131 olu\u015fturmak yerine, plan\u0131 i\u015f ihtiya\u00e7lar\u0131na g\u00f6re ve kendi yakla\u015f\u0131mlar\u0131 \u00e7er\u00e7evesinde geli\u015ftirmek i\u00e7in sizinle birlikte \u00e7al\u0131\u015facakt\u0131r – araman\u0131z gereken uzla\u015fma budur. Plan, m\u00fc\u015fteri kayb\u0131<\/a>, m\u00fc\u015fteri ba\u015f\u0131na gelir ve karl\u0131l\u0131k gibi i\u015f \u00f6l\u00e7\u00fctleriyle ba\u011flant\u0131l\u0131 sorulara izin verecektir. CX anketindeki t\u00fcm sorular\u0131n\u0131z, sahip oldu\u011funuz s\u0131n\u0131rl\u0131 alan ve zamanla bu hedefler etraf\u0131nda d\u00f6nmelidir. Bir plan\u0131n\u0131z, beklenmedik durumlar\u0131n\u0131z ve size rehberlik edecek bir \u00e7er\u00e7eveniz oldu\u011funda CX yolculu\u011fu harika bir yolculuk olacakt\u0131r. Ba\u015fkalar\u0131na \u00e7ok fazla \u015fey b\u0131rak\u0131rsan\u0131z, kendinizi bir u\u00e7akta \u00e7ok sesli bir \u00e7ocu\u011fu – analitik diyece\u011fim – evde yaln\u0131z b\u0131rakm\u0131\u015f olarak bulabilirsiniz.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

    Evde Tek Ba\u015f\u0131na (B\u00f6l\u00fcm I – IV) Evde Tek Ba\u015f\u0131na serisinin filmlerinden en az birini izlememi\u015f olan birini hayal etmekte […]<\/p>\n","protected":false},"author":46,"featured_media":678037,"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":"\nCX analiti\u011fi i\u00e7in bir plan yap\u0131n | QuestionPro<\/title>\n<meta name=\"description\" content=\"Yeni bir CX program\u0131 sunmaya veya mevcut bir program\u0131 yenilemeye haz\u0131rlan\u0131rken, bir analitik plan\u0131 sunumun \u00f6ncesinde gelmelidir. Bu \u00f6nemlidir, ancak uygulama tela\u015f\u0131 i\u00e7inde genellikle unutulur - ve biri ilk kez fark etti\u011finde se\u00e7enekler s\u0131n\u0131rl\u0131d\u0131r.\" \/>\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-analitigi-icin-bir-plan-yapin\/\" \/>\n<meta property=\"og:locale\" content=\"tr_TR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CX analiti\u011fi i\u00e7in bir plan yap\u0131n | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"Yeni bir CX program\u0131 sunmaya veya mevcut bir program\u0131 yenilemeye haz\u0131rlan\u0131rken, bir analitik plan\u0131 sunumun \u00f6ncesinde gelmelidir. 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