{"id":126522,"date":"2021-01-05T15:03:55","date_gmt":"2021-01-05T12:03:55","guid":{"rendered":"https:\/\/www.enerjigazetesi.ist\/?p=126522"},"modified":"2021-01-05T15:03:55","modified_gmt":"2021-01-05T12:03:55","slug":"2021-yili-nda-musteri-deneyiminde-one-cikacak-7-onemli-baslik","status":"publish","type":"post","link":"https:\/\/www.enerjigazetesi.ist\/en\/2021-yili-nda-musteri-deneyiminde-one-cikacak-7-onemli-baslik\/","title":{"rendered":"(Turkish) 2021 Y\u0131l\u0131nda M\u00fc\u015fteri Deneyiminde \u00d6ne \u00c7\u0131kacak 7 \u00d6nemli Ba\u015fl\u0131k!"},"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

2020 tarihe pandemi y\u0131l\u0131 olarak ge\u00e7ti. 2021 y\u0131l\u0131 i\u00e7in \u00f6n\u00fcm\u00fczde \u00fc\u00e7 farkl\u0131 senaryo mevcut; her \u015feyin normale d\u00f6nmesi, 2020\u2019deki gibi devam etmesi ya da daha k\u00f6t\u00fcye gitmesi. Bundan sonra pandemide \u00f6\u011frendiklerimiz ve edindi\u011fimiz tecr\u00fcbeyle gelece\u011fe bakmam\u0131z gerekiyor. Pandemi sonras\u0131nda\u00a0M\u00fc\u015fteri deneyiminde\u00a0\u00f6ncelikler de\u011fi\u015fti.<\/h1>\n

\"\"Pandeminin g\u00f6lgesinde 2021 y\u0131l\u0131na<\/strong> merhaba derken yeni y\u0131lda m\u00fc\u015fteri deneyimi ile farkl\u0131la\u015fmak<\/strong> ve rekabette \u00f6ne \u00e7\u0131kmak<\/strong> isteyen i\u015fletmeler teknoloji<\/strong> ile \u015fekillenen yeni trendlere<\/strong> odaklanacak.<\/p>\n

M\u00fc\u015fteri deneyimi y\u00f6netim \u00e7\u00f6z\u00fcm\u00fc\u00a0<\/em>Wiseback<\/a><\/strong>‘in Kurucu Orta\u011f\u0131 Hasan Gen\u00e7<\/strong>, m\u00fc\u015fteri deneyiminde 2021 y\u0131l\u0131nda<\/strong> \u00f6ne \u00e7\u0131kacak konular hakk\u0131nda bilgiler payla\u015ft\u0131.<\/p>\n

Dijital D\u00f6n\u00fc\u015f\u00fcm<\/h2>\n

90\u2019l\u0131 y\u0131llarda internetin hayat\u0131m\u0131za girmesiyle ba\u015flayan dijital d\u00f6n\u00fc\u015f\u00fcmde pandeminin bir kataliz\u00f6r etkisi yaratt\u0131\u011f\u0131n\u0131 g\u00f6rd\u00fck. Dijital d\u00fcnyaya mesafeli duran geleneksel i\u015fletmeler alelacele dijital d\u00f6n\u00fc\u015f\u00fcme y\u00f6neldiler. Bir gecede a\u00e7\u0131lan \u015fablon e-ticaret siteleri<\/strong> ve mobil uygulamalar<\/strong> ile krizi f\u0131rsata d\u00f6n\u00fc\u015ft\u00fcrmeye \u00e7al\u0131\u015ft\u0131lar. Pandemide g\u00f6r\u00fcld\u00fc ki dijitale ta\u015f\u0131namaz denilen bir\u00e7ok \u015feyi dijitale ta\u015f\u0131mak m\u00fcmk\u00fcn.<\/p>\n

Geleneksel d\u00fcnyada harika m\u00fc\u015fteri deneyiminin yarat\u0131c\u0131s\u0131 baz\u0131 markalar\u0131n pandemide sunduklar\u0131 dijital deneyim ise tam bir hayal k\u0131r\u0131kl\u0131\u011f\u0131yd\u0131. Dijital d\u00f6n\u00fc\u015f\u00fcmde teknolojiyi bir sat\u0131\u015f kanal\u0131<\/strong> olarak i\u015fletmemize entegre etmemiz, m\u00fc\u015fteri i\u00e7in de\u011ferli bir marka olmak<\/strong> i\u00e7in ve sadakati art\u0131rmak<\/strong> i\u00e7in yeterli de\u011fil. Dijital \u00e7a\u011f\u0131<\/strong> do\u011fru anlamak ve t\u00fcm s\u00fcre\u00e7leri bu dinamiklere g\u00f6re d\u00f6n\u00fc\u015ft\u00fcrmek gerekiyor. 2021\u2019de i\u015fletmeler dijital d\u00f6n\u00fc\u015f\u00fcm s\u00fcre\u00e7lerini<\/strong> yeniden masaya yat\u0131rmal\u0131 ve m\u00fc\u015fteri deneyimini merkeze koyarak de\u011ferlendirmeli. \u0130\u015finizin merkezinde yaz\u0131l\u0131m varsa\u00a0\u00e7evik (agile)<\/strong>\u00a0yaz\u0131l\u0131m geli\u015ftirme disiplinine sahip bir yaz\u0131l\u0131m ekibi olu\u015fturmal\u0131s\u0131n\u0131z.<\/p>\n

Hijyenik \u00fcr\u00fcn ve servisler<\/h2>\n

Pandemide\u00a0sosyal mesafe ve hijyen\u00a0<\/strong>en \u00f6nemli konu ba\u015fl\u0131klar\u0131 oldu. Koronovir\u00fcs salg\u0131n\u0131<\/strong> ile birlikte hayat\u0131m\u0131zda bir\u00e7ok \u015fey de\u011fi\u015fti ve de\u011fi\u015fmeye devam edecek. Sundu\u011funuz m\u00fc\u015fteri deneyimini Koronavir\u00fcs\u2019ten \u00f6ncesi ve sonras\u0131 olarak ikiye ay\u0131rabilirsiniz. Art\u0131k hijyenik \u00fcr\u00fcn<\/strong> ve servisler<\/strong> ile m\u00fc\u015fteri deneyiminin \u015fekillendi\u011fi yeni bir d\u00fcnya bizi bekliyor.\u00a0\u0130\u015fletmeniz yeni d\u00fcnyaya haz\u0131r m\u0131?<\/strong>\u00a0Sundu\u011funuz m\u00fc\u015fteri deneyiminin merkezindeki \u00fcr\u00fcn<\/strong> ve hizmetlerinizi g\u00f6zden ge\u00e7irdiniz mi?<\/strong><\/p>\n

\u0130nsanlarla yak\u0131n ileti\u015fim ve nesnelere temas ile bula\u015fabilen Kovid-19 vir\u00fcs\u00fc<\/strong> ile birlikte hijyen her zamankinden daha \u00f6nemli hale geldi. Markan\u0131z i\u00e7in bug\u00fcne kadar\u00a0h\u0131z, kalite, fiyat, inovasyon<\/strong>\u00a0gibi de\u011fer \u00f6nerileriniz \u00f6ne \u00e7\u0131km\u0131\u015f olabilir. Art\u0131k hangi sekt\u00f6rde olursan\u0131z olun, de\u011fer \u00f6nerileriniz i\u00e7inde art\u0131k ilk s\u0131raya hijyeni koyman\u0131z ka\u00e7\u0131n\u0131lmaz.<\/p>\n

\u00c7al\u0131\u015fan deneyimi<\/h2>\n

Pandemide\u00a0\u00e7al\u0131\u015fan deneyiminin<\/strong>\u00a0kritik bir \u00f6neme sahip oldu\u011fu bir kez daha ortaya \u00e7\u0131kt\u0131. \u00c7al\u0131\u015fanlar\u0131n\u0131n mutlu olmad\u0131\u011f\u0131 bir i\u015fletmenin m\u00fc\u015fterilerini mutlu etmesi de m\u00fcmk\u00fcn de\u011fil. Evden \u00e7al\u0131\u015fma d\u00fczenine ge\u00e7en beyaz yakal\u0131lar<\/strong>, pandemi ko\u015fullar\u0131nda i\u015fe gitmek zorunda kalan mavi yakal\u0131lar\u0131n<\/strong> ya\u015fad\u0131klar\u0131 s\u0131k\u0131nt\u0131lar\u0131 g\u00f6rmezden gelemeyiz.<\/p>\n

Bir i\u015fletmenin ola\u011fand\u0131\u015f\u0131 bir d\u00f6nemdeyiz \u00e7al\u0131\u015fan deneyimine ay\u0131racak kayna\u011f\u0131m\u0131z yok mazeretine s\u0131\u011f\u0131nmas\u0131 b\u00fcy\u00fck bir hata olacakt\u0131r. Sunaca\u011f\u0131n\u0131z deneyim, m\u00fc\u015fterilerinizle birebir temas halindeki \u00e7al\u0131\u015fanlar\u0131n\u0131zdan en arka plandakilere kadar uzanan \u00e7al\u0131\u015fan zincirindeki en zay\u0131f halka kadar<\/strong> g\u00fc\u00e7l\u00fc olabilir.<\/p>\n

Omni-Channel deneyim<\/h2>\n

T\u00fcm kanallar\u0131n merkezi y\u00f6netildi\u011fi bir pazarlama yakla\u015f\u0131m\u0131 olarak kar\u015f\u0131m\u0131za \u00e7\u0131kan\u00a0omni-channel\u00a0<\/strong>g\u00fcn\u00fcm\u00fczde m\u00fc\u015fteri deneyimi i\u00e7in de kabul g\u00f6ren bir y\u00f6ntem. Pandemi ile birlikte omni-channel deneyim daha fazla \u00f6nem kazand\u0131. Dijital ortamda i\u015fletmeler m\u00fc\u015fterileri ile web d\u0131\u015f\u0131nda mobil uygulama, sosyal medya, e-posta, chatbot, whatsapp<\/strong> gibi kanallar \u00fczerinden de ileti\u015fim kurabiliyor. Daha zengin bir m\u00fc\u015fteri deneyimi sunmak isteyen i\u015fletmeler m\u00fc\u015fterileriyle t\u00fcm dijital kanallardan ileti\u015fim kurma e\u011filiminde. Omni-channel<\/strong> bir yap\u0131n\u0131z yoksa \u00e7oklu kanal yap\u0131n\u0131z bir kabusa d\u00f6n\u00fc\u015febilir. Omni-channel yap\u0131<\/strong> i\u00e7in gerekli kayna\u011f\u0131 ay\u0131rmal\u0131 ve t\u00fcm kanallar yerine i\u015fletmeniz i\u00e7in do\u011fru kanallar\u0131 se\u00e7melisiniz.<\/p>\n

\u0130nsan odakl\u0131l\u0131k ve \u015feffafl\u0131k<\/h2>\n

Dijital \u00e7a\u011fda t\u00fcketiciler de markalardan ald\u0131klar\u0131 hizmetleri de\u011ferlendirme ve bu de\u011ferlendirmelerini sosyal a\u011flarda payla\u015fma \u015fans\u0131na sahipler. Bilgiye art\u0131k her yerden eri\u015febilme \u00f6zg\u00fcrl\u00fc\u011f\u00fcyle<\/strong> bilgi demokratikle\u015fti. Bununla beraber \u015feffafl\u0131k yeni bir de\u011fer olarak kar\u015f\u0131m\u0131za \u00e7\u0131k\u0131yor. Markalar\u0131n da bu d\u00f6n\u00fc\u015fen yeni unsurlar\u0131n fark\u0131nda olmas\u0131 ve bu d\u00f6n\u00fc\u015f\u00fcme k\u00fclt\u00fcrel<\/strong> ve organizasyonel<\/strong> anlamda ayak uydurmas\u0131 bir farkl\u0131la\u015fma unsuru de\u011fil, bilakis bir zorunluluktur.<\/p>\n

Bu de\u011fi\u015fim neticesinde, i\u015f yap\u0131\u015f \u015fekillerinde d\u00f6n\u00fc\u015fmesi<\/strong> gereken k\u00fclt\u00fcr, t\u00fcketiciyi \u201ct\u00fcketen<\/strong>\u201d olarak de\u011fil insan olarak konumland\u0131rmak ve t\u00fcm organizasyona bu k\u00fclt\u00fcr\u00fc a\u015f\u0131lamak olmal\u0131d\u0131r. Dolay\u0131s\u0131yla di\u011fer t\u00fcm s\u00fcre\u00e7lerin de insan odakl\u0131 \u015fekilde evrilmesi gerekiyor. \u201c\u0130nsan<\/strong>\u201d ile ileti\u015fim, dijital \u00e7a\u011f\u0131n yeni de\u011ferini i\u00e7erecek \u015fekilde t\u00fcm s\u00fcre\u00e7ler \u015feffaf bir \u015fekilde ve samimiyetle aktar\u0131lmal\u0131d\u0131r. 2021\u2019de i\u015fletmenizin m\u00fc\u015fteri deneyimi s\u00fcre\u00e7lerinin insan odakl\u0131 ve \u015feffaf oldu\u011fundan emin olun.<\/p>\n

Ki\u015fisel verilerin korunmas\u0131<\/h2>\n

6698 say\u0131l\u0131\u00a0Ki\u015fisel Verilerin Korunmas\u0131 Kanunu (<\/strong>KVKK<\/strong><\/a>)<\/strong>\u00a007 Nisan 2016 tarihinde y\u00fcr\u00fcrl\u00fc\u011fe girdi. Kanunda yer alan baz\u0131 ge\u00e7i\u015f h\u00fck\u00fcmleri i\u00e7in s\u00fcre\u00e7 devam ediyor. \u0130\u015fletmenizin s\u00fcre\u00e7lerini KVKK ile uyumlu hale getirdiniz mi? M\u00fc\u015fteri ve \u00e7al\u0131\u015fan verilerini koruma alt\u0131na ald\u0131n\u0131z m\u0131? Ki\u015fisel Verileri Koruma Kurumu\u2019nun yay\u0131nlad\u0131\u011f\u0131 duyurular\u0131 takip ediyor musunuz? KVKK hukuki bir konu gibi g\u00f6r\u00fcnse de teknolojik altyap\u0131dan ba\u015flay\u0131p t\u00fcm s\u00fcre\u00e7lere etki eden bir konu. \u0130\u015fletmenizin veri sorumlusu rol\u00fc d\u0131\u015f\u0131nda veri i\u015fleyen konumundaki i\u015f ortaklar\u0131n\u0131z da s\u00fcrecin bir par\u00e7as\u0131d\u0131r. Avrupa Birli\u011fi \u00fclkelerinde m\u00fc\u015fterileriniz varsa\u00a0GDPR (General Data Protection Regulation)<\/strong>\u00a0konusunda da \u00e7al\u0131\u015fma yapmal\u0131 ve s\u00fcre\u00e7lerinizi uyumlu hale getirmelisiniz. Ki\u015fisel verilerini korumak i\u00e7in uygulad\u0131\u011f\u0131n\u0131z politikalar\u0131 mutlaka yay\u0131mlay\u0131n.<\/p>\n

Siber g\u00fcvenlik<\/h2>\n

Siber g\u00fcvenlik ve m\u00fc\u015fteri deneyimi<\/strong>, birbirine tamamen z\u0131t g\u00f6r\u00fcnebilir. Ancak deneyim a\u00e7\u0131s\u0131ndan daha yak\u0131ndan bakarsan\u0131z, siber g\u00fcvenli\u011fin m\u00fc\u015fteri deneyiminde olmazsa olmaz bir unsur oldu\u011funu g\u00f6receksiniz. Dijital ortamdaki t\u00fcm m\u00fc\u015fterileriniz siber sald\u0131r\u0131lar\u0131n potansiyel hedefi konumunda. Siber g\u00fcvenli\u011fi sadece kendi i\u015fletmeniz s\u0131n\u0131rlar\u0131 i\u00e7inde de\u011fil u\u00e7tan uca t\u00fcm m\u00fc\u015fteri deneyiminde sunmal\u0131s\u0131n\u0131z. M\u00fc\u015fterilerinizin almas\u0131 gereken ki\u015fisel \u00f6nlemler konusunda onlara yol g\u00f6stermelisiniz. Siber g\u00fcvenlik \u00e7abalar\u0131n\u0131z\u0131 a\u00e7\u0131klayarak onlara sorunsuz bir deneyim ya\u015fama konusunda ciddi oldu\u011funuzu g\u00f6sterin. Hangi \u00f6nlemleri ald\u0131\u011f\u0131n\u0131z\u0131 sade bir dille anlat\u0131n.<\/p>\n

\u0130\u015fletmeniz, m\u00fc\u015fterilerine g\u00fcvenli bir \u00e7evrimi\u00e7i ortam sunmay\u0131<\/strong> garanti edebilirse, rekabette \u00f6ne \u00e7\u0131kan bir deneyim sunmas\u0131 daha kolay olacakt\u0131r.<\/p>\n

\u00d6l\u00e7meden y\u00f6netemezsiniz!<\/h2>\n

Kusursuz m\u00fc\u015fteri deneyimi hedefiyle yola \u00e7\u0131kan bir i\u015fletmenin ilk g\u00fcnden itibaren t\u00fcm temas noktalar\u0131nda d\u00fczenli olarak \u00f6l\u00e7\u00fcmleme yapmas\u0131<\/strong> gerekiyor.\u00a0NPS,\u00a0<\/strong>Likert\u00a0<\/strong>vb. methodlarla m\u00fc\u015fteri deneyimi rasyonel olarak ele al\u0131nmal\u0131 ve y\u00f6netilmelidir. U\u00e7tan uca m\u00fc\u015fteri deneyimleri<\/strong>ni y\u00f6neten i\u015fletmeler her ko\u015fulda ba\u015far\u0131ya ula\u015facakt\u0131r.<\/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. 2020 tarihe pandemi y\u0131l\u0131 olarak ge\u00e7ti. 2021 y\u0131l\u0131 i\u00e7in \u00f6n\u00fcm\u00fczde \u00fc\u00e7 farkl\u0131 senaryo mevcut; her \u015feyin normale d\u00f6nmesi, 2020\u2019deki gibi devam etmesi […]<\/p>\n","protected":false},"author":1,"featured_media":126525,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[51,53,52,157],"tags":[84509,31910,52259,84511,57524,84507,84510,56077,84508,16303,57125],"views":106,"_links":{"self":[{"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/posts\/126522"}],"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=126522"}],"version-history":[{"count":0,"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/posts\/126522\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/media\/126525"}],"wp:attachment":[{"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/media?parent=126522"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/categories?post=126522"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/tags?post=126522"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}