{"id":123561,"date":"2020-11-15T13:33:45","date_gmt":"2020-11-15T10:33:45","guid":{"rendered":"https:\/\/www.enerjigazetesi.ist\/?p=123561"},"modified":"2020-11-15T13:33:59","modified_gmt":"2020-11-15T10:33:59","slug":"petrol-ofisi-akaryakit-ta-en-iyi-marka-secildi","status":"publish","type":"post","link":"https:\/\/www.enerjigazetesi.ist\/en\/petrol-ofisi-akaryakit-ta-en-iyi-marka-secildi\/","title":{"rendered":"(Turkish) ’Petrol Ofisi’ Akaryak\u0131tta En \u0130yi Marka Se\u00e7ildi"},"content":{"rendered":"

Sorry, this entry is only available in Turkish<\/a>. For the sake of viewer convenience, the content is shown below in the alternative language. You may click the link to switch the active language.<\/p>

<\/p>\n

T\u00fcrkiye akaryak\u0131t sekt\u00f6r\u00fcn\u00fcn geleneksel lideri Petrol Ofisi\u2019nin, m\u00fc\u015fteri memnuniyeti odakl\u0131 kaliteli hizmet anlay\u0131\u015f\u0131 kullan\u0131c\u0131lardan tam not ald\u0131. Deneyim liderlerinin belirlendi\u011fi \u2018T\u00fcrkiye M\u00fc\u015fteri Deneyimi Endeksi\u2019 ara\u015ft\u0131rmas\u0131ndaki y\u00fcksek memnuniyet oran\u0131 ile Petrol Ofisi, M\u00fc\u015fteri Deneyimi \u00d6d\u00fclleri\u201920 \u2013 CX Index Turkey<\/em>\u2019de akaryak\u0131t sekt\u00f6r\u00fcn\u00fcn \u2018En \u0130yi\u2019 markas\u0131 oldu. \u2018T\u00fcrkiye M\u00fc\u015fteri Deneyimi Endeksi\u2019 sonu\u00e7lar\u0131, T\u00fcrkiye\u2019nin \u00f6nemli markalar\u0131n\u0131n temsilcilerinin kat\u0131ld\u0131\u011f\u0131 M\u00fc\u015fteri Deneyimi online etkinli\u011fi ile ele al\u0131nd\u0131.\u00a0<\/strong>M\u00fc\u015fteri deneyimi alan\u0131nda \u00f6zel bir birim kurduklar\u0131n\u0131 ve 1’inci G\u00f6z ad\u0131yla \u00f6zel bir denetim s\u00fcreci uygulad\u0131klar\u0131n\u0131 belirten Petrol Ofisi CMO\u2019su Beril Alako\u00e7, \u201cSon 7 ayda 200 binin \u00fczerinde m\u00fc\u015fterimizden geri bildirim ald\u0131k. M\u00fc\u015fterilerimizden ald\u0131\u011f\u0131m\u0131z geri bildirimleri analiz ediyoruz ve istasyondan, her \u00e7al\u0131\u015fana kadar tek tek m\u00fc\u015fteri deneyimini \u00f6l\u00e7\u00fcmleyebiliyoruz. T\u00fcrkiye M\u00fc\u015fteri Deneyimi Endeksi ise, \u015firket ba\u015fvurusu olmadan ba\u011f\u0131ms\u0131z bir \u015fekilde, her sekt\u00f6r\u00fc kapsayan, \u00f6nemli say\u0131da m\u00fc\u015fteri g\u00f6r\u00fc\u015f\u00fc alan, m\u00fc\u015fteri deneyiminin alt parametrelerini de inceleyen bir ara\u015ft\u0131rma oldu\u011fu i\u00e7in ald\u0131\u011f\u0131m\u0131z bu birincilik bizim i\u00e7in \u00e7ok de\u011ferli\u201d dedi. <\/strong><\/h1>\n

T\u00fcrkiye\u2019de m\u00fc\u015fteri memnuniyetine y\u00f6nelik ara\u015ft\u0131rmalar\u0131n ge\u00e7mi\u015fi eskilere dayanmas\u0131na kar\u015f\u0131n m\u00fc\u015fteri deneyimi ara\u015ft\u0131rmas\u0131 ilk defa ger\u00e7ekle\u015ftirildi. \u015eirketlerin \u2018memnuniyet\u2019i<\/strong> \u00e7ok \u00f6nemsemeleri ile birlikte \"\"\u2018deneyim\u2019 konusuna odaklanmalar\u0131 do\u011frultusunda Turkcell Global Bilgi<\/strong> taraf\u0131ndan ger\u00e7ekle\u015ftirilen \u2018T\u00fcrkiye M\u00fc\u015fteri Deneyimi Endeksi\u2019 ara\u015ft\u0131rmas\u0131<\/strong>n\u0131n ilki tamamland\u0131. M\u00fc\u015fteri g\u00f6z\u00fcnden, m\u00fc\u015fteri deneyimi olgunluk d\u00fczeyleri<\/strong>nin \u00f6l\u00e7\u00fcmlendi\u011fi ara\u015ft\u0131rmada, 15 bin 73 marka<\/strong> de\u011ferlendirmeye al\u0131nd\u0131. Bah\u00e7e\u015fehir \u00dcniversitesi<\/strong>\u2019nden Dr. Nihat Tav\u015fan<\/strong> ve Yeditepe \u00dcniversitesi<\/strong>\u2019nden Do\u00e7. Dr. Can Erdem<\/strong> dan\u0131\u015fmanl\u0131\u011f\u0131nda, 12 farkl\u0131<\/strong> b\u00f6lgede, 5.300 ki\u015fi<\/strong> ile bilgisayar destekli telefon g\u00f6r\u00fc\u015fmeleri y\u00f6ntemiyle yap\u0131lan ara\u015ft\u0131rmayla; kullan\u0131c\u0131lar taraf\u0131ndan 15 farkl\u0131<\/strong> sekt\u00f6rde T\u00fcrkiye\u2019nin en \u00e7ok be\u011fenilen<\/strong> ve g\u00fcvenilen<\/strong> markalar\u0131 belirlendi.<\/p>\n

\u2018M\u00fc\u015fteri Deneyimi Endeksi\u2019nde<\/strong> Petrol Ofisi, sundu\u011fu m\u00fc\u015fteri memnuniyeti odakl\u0131, kaliteli hizmet anlay\u0131\u015f\u0131 ile lideri oldu\u011fu akaryak\u0131t sekt\u00f6r\u00fcnde kat\u0131l\u0131mc\u0131lardan en y\u00fcksek puan\u0131 ald\u0131. \u0130leti\u015fim, \u00dcr\u00fcn\/Hizmet, Kolayl\u0131k, Fedakarl\u0131k, Yan\u0131nda Olma, G\u00fcven, Empati, De\u011fer, \u0130zlerin Deneyimi ve Tekrar Kullan\u0131m gibi 10 ayr\u0131 kriter \u00fczerinden yap\u0131lan puanlamada Petrol Ofisi en y\u00fcksek puan\u0131<\/em> alarak, M\u00fc\u015fteri Deneyimi \u00d6d\u00fclleri \u201820<\/strong> \u2013 CX Index Turkey<\/em>\u2019de akaryak\u0131t sekt\u00f6r\u00fcn\u00fcn \u2018En \u0130yi\u2019 firmas\u0131<\/strong> oldu.<\/p>\n

Endeks sonu\u00e7lar\u0131 M\u00fc\u015fteri Deneyimi online etkinli\u011fi ile de\u011ferlendirildi<\/strong><\/h2>\n

\u2018T\u00fcrkiye M\u00fc\u015fteri Deneyimi Endeksi\u2019 sonu\u00e7lar\u0131, T\u00fcrkiye\u2019nin \u00f6nemli markalar\u0131n\u0131n temsilcilerinin kat\u0131l\u0131m\u0131yla d\u00fczenlenen \u2018M\u00fc\u015fteri Deneyimi\u2019 ba\u015fl\u0131kl\u0131<\/strong> online etkinlikle ele al\u0131nd\u0131. Etkinlikte, Fast Company T\u00fcrkiye Yay\u0131n Y\u00f6netmeni Talat Ye\u015filo\u011flu<\/strong>\u2019nun modaret\u00f6rl\u00fc\u011f\u00fcnde, Hayat Su Pazarlama Direkt\u00f6r\u00fc G\u00f6k\u00e7e Kunt, n11 M\u00fc\u015fteri Deneyimi Direkt\u00f6r\u00fc \u0130lker Tekin ve Unilever Ev Bak\u0131m Kategorisi Direkt\u00f6r\u00fc Mine Mavi\u2019nin de kat\u0131ld\u0131\u011f\u0131 \u2018Pazarlaman\u0131n Yeni M\u00fc\u015fteri Deneyimi\u2019 ba\u015fl\u0131kl\u0131 oturumunda konu\u015fan Petrol Ofisi CMO<\/strong>\u2019su Beril Alako\u00e7<\/strong>, \u201cM\u00fc\u015fteri deneyiminin, pazarlama alan\u0131nda art\u0131k fark yaratan en kritik konu oldu\u011fu\u201d vurgusunu yapt\u0131. Beril Alako\u00e7 konu\u015fmas\u0131na \u015f\u00f6yle devam etti:<\/span><\/p>\n

\u201cM\u00fc\u015fteri deneyimi i\u00e7in \u00f6zel sistem ve ekip kurduk\u201d<\/strong><\/h2>\n

\u201cMarka amac\u0131 ile \u00f6rt\u00fc\u015fen bir m\u00fc\u015fteri deneyimi<\/strong> ve u\u00e7tan uca t\u00fcm \u015firket \u00e7al\u0131\u015fanlar\u0131n\u0131n<\/strong>, payda\u015flar\u0131n\u0131n bu konuyu benimsemesi, s\u00fcrd\u00fcr\u00fclebilir, sa\u011fl\u0131kl\u0131 bir b\u00fcy\u00fcme i\u00e7in art\u0131k elzemdir. M\u00fc\u015fteri deneyimi, \u00fcr\u00fcn, hizmet, zaman gibi bir\u00e7ok a\u00e7\u0131dan farkl\u0131 kriterlere sahip olmas\u0131 nedeniyle akaryak\u0131t pazar\u0131 i\u00e7in \u00e7ok daha \u00f6nemli bir konumda. M\u00fc\u015fterinin sat\u0131nalma \u00f6ncesi<\/strong> s\u0131ras\u0131 ve sonras\u0131ndaki deneyimleri, dolay\u0131s\u0131yla da bu a\u015famalarda verdi\u011fimiz hizmet daha da \u00f6nem kazan\u0131yor. Bu alanda mevcut yap\u0131lanlar\u0131n da \u00fczerine \u00e7\u0131karak, Petrol Ofisi\u2019nde<\/strong> ge\u00e7ti\u011fimiz y\u0131l M\u00fc\u015fteri Deneyimi Y\u00f6netimi<\/strong> ile ilgili sekt\u00f6rde bir benzeri bulunmayan organizasyonu hayata ge\u00e7irdik. \u00d6zel bir sistem, birim ve kadro kurarak, odaklanma sa\u011fland\u0131k. \u015eirketin her birimine, payda\u015flar\u0131m\u0131za, bayilerimize, \u00e7al\u0131\u015fanlar\u0131na m\u00fc\u015fteri deneyimi e\u011fitimleri verdik. Bu alanda g\u00f6revli arkada\u015flar\u0131m\u0131z da ald\u0131klar\u0131 \u00fcst e\u011fitimlerle M\u00fc\u015fteri Deneyim Uzmanlar\u0131 olarak sahada \u00e7al\u0131\u015fmalar\u0131m\u0131z\u0131 \u00e7ok ciddi bir h\u0131z ve yo\u011funlukla s\u00fcrd\u00fcr\u00fcyorlar.<\/p>\n

G\u00f6z ile 7 ayda 200 bin m\u00fc\u015fterimizden geri bildirim ald\u0131k<\/strong><\/h2>\n

M\u00fc\u015fteri deneyimi alan\u0131nda \u00f6zel bir denetim s\u00fcreci de<\/strong> kurgulad\u0131k. 1. G\u00f6z<\/strong> olarak adland\u0131rd\u0131\u011f\u0131m\u0131z bu uygulamada, sadakat program\u0131m\u0131za d\u00e2hil olan m\u00fc\u015fterilerimiz \u00fczerinden, m\u00fc\u015fteri deneyimini \u00f6l\u00e7\u00fcml\u00fcyoruz.<\/strong> Bu \u00e7er\u00e7evede son yedi ayda 200 binin \u00fczerinde<\/strong> m\u00fc\u015fterimizden geri bildirim ald\u0131k. M\u00fc\u015fterilerimizden ald\u0131\u011f\u0131m\u0131z geri bildirimleri analiz ediyoruz<\/strong> ve istasyon baz\u0131nda, hatta Akaryak\u0131t Sat\u0131\u015f G\u00f6revlisi<\/strong> ya da Market Sat\u0131\u015f G\u00f6revlisi<\/strong> detay\u0131na kadar, tek tek m\u00fc\u015fteri deneyimini<\/strong> \u00f6l\u00e7\u00fcmlenebiliyoruz.<\/p>\n

Sat\u0131\u015f hedefli de\u011fil<\/strong> de m\u00fc\u015fteri odakl\u0131<\/strong> oldu\u011funuz zaman t\u00fcm opsiyonlar\u0131 onlara sunmal\u0131s\u0131n\u0131z. M\u00fc\u015fteri, diledi\u011fi opsiyonu kullanmal\u0131. Market sat\u0131\u015f\u0131<\/strong> d\u00fc\u015f\u00fcn\u00fclmeden, mobil<\/strong> ya da ara\u00e7 ba\u015f\u0131nda<\/strong> temass\u0131z \u00f6deme se\u00e7enekleri sunulmas\u0131 bunun g\u00fczel bir \u00f6rne\u011fi. \u00d6rne\u011fin Petrol Ofisi \u00d6de-Ge\u00e7 sistemi<\/strong>mizin kullan\u0131m\u0131 pandemi d\u00f6neminde % 67<\/strong> artt\u0131. Bununla birlikte akaryak\u0131t sat\u0131\u015f g\u00f6revlileri<\/strong>mizdeki pos cihazlar\u0131<\/strong> ile temass\u0131z \u00f6deme<\/strong> de yapabiliyorsunuz.<\/p>\n

Bu a\u00e7\u0131dan da bayisinden, akaryak\u0131t sat\u0131\u015f g\u00f6revlisi<\/strong>ne, \u015firketimizin her \u00e7al\u0131\u015fan\u0131na kadar, hizmet zincirindeki her bir halka m\u00fc\u015fteri deneyimi bilincine<\/strong> sahip ve bunu daha da geli\u015ftiriyoruz.<\/p>\n

\u0130\u015fbirliklerimizle de en iyi m\u00fc\u015fteri deneyimi tan\u0131m\u0131n\u0131 geli\u015ftiriyoruz <\/strong><\/h2>\n

Akaryak\u0131t istasyonlar\u0131<\/strong>nda m\u00fc\u015fteri deneyimi nas\u0131l daha \u00e7ok geli\u015ftirilebilir?<\/strong> sorusunun cevab\u0131nda yap\u0131lan i\u015fbirlikleri de \u00e7ok \u00f6ne \u00e7\u0131k\u0131yor. Zira g\u00fcn\u00fcm\u00fczde istasyonlar, m\u00fc\u015fterilerin sadece akaryak\u0131t ald\u0131\u011f\u0131 bir alandan ziyade hayatlar\u0131n\u0131 kolayla\u015ft\u0131racak farkl\u0131 \u00e7\u00f6z\u00fcmler sunan birer hizmet noktalar\u0131na d\u00f6n\u00fc\u015ft\u00fc. Biz de bu alanda Migros fiyat<\/strong> ve kalitesinin ge\u00e7erli\u011fi<\/strong> oldu\u011fu MigrosJet<\/strong>\u2019leri istasyonlar\u0131m\u0131za ta\u015f\u0131d\u0131k. Hebsiburada i\u015fbirli\u011fi<\/strong> ile istasyonlar\u0131m\u0131z\u0131 hepsimat\u2019lara – kargo teslim noktalar\u0131<\/strong>na d\u00f6n\u00fc\u015ft\u00fcrd\u00fck. Yine Western Union<\/strong> i\u015fbirli\u011fi ile istasyonlar\u0131m\u0131zdan para transferi de yap\u0131labiliyor. M\u00fc\u015fterilerimize daha iyi daha farkl\u0131 hizmetler, \u00fcr\u00fcnler sunmak \u00fczere Market<\/strong> ve Market Plus konseptlerimizi<\/strong> s\u00fcrekli geli\u015ftirmemizin yan\u0131 s\u0131ra KapBi\u2019Tat markas\u0131<\/strong> ile kendi yiyecek ve i\u00e7ecek markam\u0131z\u0131 da lanse ettik.<\/p>\n

Bu noktada bayilerimizi i\u015fbirli\u011fi yapt\u0131\u011f\u0131m\u0131z ortaklar\u0131m\u0131z olarak g\u00f6r\u00fcyoruz. M\u00fc\u015fteri deneyimi,<\/strong> memnuniyetini geli\u015ftirecek, fark yaratacak bir alan olan marka i\u015fbirlikleri<\/strong> konusunda da \u00e7al\u0131\u015fmalar\u0131m\u0131z devam ediyor. \u00d6te yandan m\u00fc\u015fteri sadakat program\u0131m\u0131z\u0131<\/strong> daha da geli\u015ftiriyoruz. Ayr\u0131ca alan\u0131nda net bir fark yaratacak olan Petrol Ofisi Mobil Uygulamas\u0131<\/strong>n\u0131n g\u00fcncel versiyonunu<\/strong> da Aral\u0131k ay\u0131nda<\/strong> hayata ge\u00e7irece\u011fiz.\u201d<\/p>","protected":false},"excerpt":{"rendered":"

Sorry, this entry is only available in Turkish. For the sake of viewer convenience, the content is shown below in the alternative language. You may click the link to switch the active language. T\u00fcrkiye akaryak\u0131t sekt\u00f6r\u00fcn\u00fcn geleneksel lideri Petrol Ofisi\u2019nin, m\u00fc\u015fteri memnuniyeti odakl\u0131 kaliteli hizmet anlay\u0131\u015f\u0131 kullan\u0131c\u0131lardan tam not ald\u0131. Deneyim liderlerinin belirlendi\u011fi \u2018T\u00fcrkiye M\u00fc\u015fteri […]<\/p>\n","protected":false},"author":1,"featured_media":123564,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[53,44],"tags":[82325,82330,82329,52407,67262,82326,52259,82327,53153,55128,82328,82331,82324],"views":116,"_links":{"self":[{"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/posts\/123561"}],"collection":[{"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/comments?post=123561"}],"version-history":[{"count":0,"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/posts\/123561\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/media\/123564"}],"wp:attachment":[{"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/media?parent=123561"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/categories?post=123561"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/tags?post=123561"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}