{"id":99706,"date":"2019-09-27T09:33:25","date_gmt":"2019-09-27T06:33:25","guid":{"rendered":"https:\/\/www.enerjigazetesi.ist\/?p=99706"},"modified":"2019-09-27T09:33:25","modified_gmt":"2019-09-27T06:33:25","slug":"gundem-disi-her-kusak-farkli-bir-musteri-deneyimi-istiyor","status":"publish","type":"post","link":"https:\/\/www.enerjigazetesi.ist\/en\/gundem-disi-her-kusak-farkli-bir-musteri-deneyimi-istiyor\/","title":{"rendered":"(Turkish) G\u00fcndem D\u0131\u015f\u0131: Her Ku\u015fak Farkl\u0131 Bir M\u00fc\u015fteri Deneyimi \u0130stiyor"},"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

G\u00fcn\u00fcm\u00fczde farkl\u0131 ku\u015faklar farkl\u0131 m\u00fc\u015fteri deneyimi beklentisine sahip. Bu y\u00fczden m\u00fc\u015fterilere yakla\u015f\u0131rken farkl\u0131 ku\u015faklara farkl\u0131 deneyimler sunmak gerekiyor.<\/h1>\n

M\u00fc\u015fteri deneyimi<\/strong>, sunulan \u00fcr\u00fcn ve hizmet baz\u0131nda farkl\u0131la\u015f\u0131yor. Her sekt\u00f6r\u00fcn m\u00fc\u015fteri deneyimine yakla\u015f\u0131m\u0131 ve stratejisi farkl\u0131l\u0131k g\u00f6steriyor. \u0130\u015fletmelerin m\u00fc\u015fteri deneyimi stratejilerini belirlerken dikkat \"\"etmesi gereken di\u011fer \u00f6nemli bir konu ise hitap edilen ku\u015fak.<\/p>\n

G\u00fcn\u00fcm\u00fczde 5 farkl\u0131 ku\u015fa\u011f\u0131n<\/strong> oldu\u011fu kabul ediliyor. 1927-1945 y\u0131llar\u0131 aras\u0131nda iki d\u00fcnya sava\u015f\u0131n\u0131n tam ortas\u0131nda do\u011fan Sessiz Ku\u015fak<\/strong>, 1945-1964 y\u0131llar\u0131 aras\u0131nda do\u011fan ve d\u00fcnyadaki do\u011fum h\u0131z\u0131ndaki b\u00fcy\u00fck art\u0131\u015f\u0131 temsil eden Bebek Bombard\u0131man\u0131 Ku\u015fa\u011f\u0131<\/strong>, 1965-1979 y\u0131llar\u0131 aras\u0131nda bireycili\u011fi temsil eden X Ku\u015fa\u011f\u0131<\/strong>, 1980-1999 aras\u0131nda do\u011fan ve bug\u00fcn en b\u00fcy\u00fck t\u00fcketici grubunu temsil eden Y ku\u015fa\u011f\u0131<\/strong>, 2000 ve sonras\u0131nda do\u011fan ve do\u011fu\u015ftan dijital olarak da adland\u0131r\u0131lan Z Ku\u015fa\u011f\u0131<\/strong>.<\/p>\n

Her ku\u015fak farkl\u0131 bir deneyim istiyor<\/h2>\n

M\u00fc\u015fteri deneyimi y\u00f6netim \u00e7\u00f6z\u00fcm\u00fc Wiseback’in Kurucu Orta\u011f\u0131 Hasan Gen\u00e7<\/strong>, yapt\u0131\u011f\u0131 a\u00e7\u0131klamada, 5 farkl\u0131 ku\u015fa\u011f\u0131n m\u00fc\u015fteri deneyiminden beklentileri hakk\u0131nda bilgi verdi. Her ku\u015fa\u011f\u0131n hayata bak\u0131\u015f\u0131nda oldu\u011fu gibi m\u00fc\u015fteri deneyimine yakla\u015f\u0131m\u0131n da farkl\u0131 oldu\u011funu ve beklentilerin farkl\u0131la\u015ft\u0131\u011f\u0131n\u0131 belirten Gen\u00e7, \u015funlar\u0131 s\u00f6yledi: ” Birden fazla ku\u015fa\u011fa hitap ediyorsan\u0131z \u00fcr\u00fcn ve hizmetlerinizi ku\u015faklara g\u00f6re \u00e7e\u015fitlendirebilirsiniz. Odakland\u0131\u011f\u0131n\u0131z bir ku\u015fak varsa m\u00fc\u015fteri deneyiminizi o ku\u015fa\u011fa g\u00f6re \u015fekillendirebilirsiniz. X,Y ve Z ku\u015faklar\u0131n\u0131n nas\u0131l bir m\u00fc\u015fteri deneyimi bekledi\u011fini anlamak i\u00e7in \u00f6nce bu ku\u015faklar\u0131n \u00f6ne \u00e7\u0131kan \u00f6zelliklerine bakmal\u0131y\u0131z.”<\/p>\n

Sad\u0131k X Ku\u015fa\u011f\u0131<\/h2>\n

\u0130lk olarak X ku\u015fa\u011f\u0131n\u0131n beklentilerinden bahseden Gen\u00e7, \u015funlar\u0131 s\u00f6yledi: \u201cX Ku\u015fa\u011f\u0131, i\u015f ve \u00f6zel hayat dengesine dikkat eden ve birey olma kavram\u0131n\u0131 hayat\u0131n\u0131n merkezine koyan ilk ku\u015fak. Teknolojik devrime de \u015fahitlik eden bu ku\u015fak, analog teknolojilerden dijital teknolojilere ge\u00e7i\u015fe adapte olmay\u0131 ba\u015farm\u0131\u015ft\u0131r. Bilgisayar, televizyon<\/strong> gibi teknolojiler bu ku\u015fa\u011f\u0131n vazge\u00e7ilmezleri aras\u0131ndad\u0131r.<\/p>\n

Bug\u00fcn 40-55 ya\u015f aral\u0131\u011f\u0131ndaki bu kesim i\u015f hayat\u0131nda y\u00f6netici pozisyonlarda s\u0131k\u00e7a kar\u015f\u0131m\u0131za \u00e7\u0131kar. Bu ku\u015fa\u011f\u0131n \u00f6nemli isimleri aras\u0131nda Jeff Bezoz, Tiger Woods, Jerry Yang<\/strong> ve Michael Dell<\/strong> gibi isimler dikkat \u00e7ekiyor.<\/p>\n

\u00dcr\u00fcn ve hizmet kalitesine dikkat eden bu ku\u015fakta m\u00fc\u015fteri sadakati kavram\u0131 geli\u015fmi\u015ftir. En iyi \u00fcr\u00fcn ve hizmeti almay\u0131 hedefleyen X Ku\u015fa\u011f\u0131, kaliteyi her zaman ilk s\u0131rada tutar.<\/p>\n

Teknolojiye adapte olma konusunda ba\u015far\u0131l\u0131 olan X Ku\u015fa\u011f\u0131, ileti\u015fim ara\u00e7lar\u0131n\u0131 da etkin kullanmaya \u00e7al\u0131\u015f\u0131r. X Ku\u015fa\u011f\u0131\u2019n\u0131n g\u00f6zde medya arac\u0131 televizyondur. Bu ku\u015fa\u011fa SMS, e-posta<\/strong> ve telefon<\/strong> yoluyla da ula\u015fmak m\u00fcmk\u00fcnd\u00fcr.\u201d<\/p>\n

Optimist Y Ku\u015fa\u011f\u0131<\/h2>\n

Y Ku\u015fa\u011f\u0131\u2019n\u0131n temsilcileri bug\u00fcn 20-40 ya\u015f aral\u0131\u011f\u0131ndaki en b\u00fcy\u00fck t\u00fcketici grubunu temsil etti\u011fini belirten Gen\u00e7 s\u00f6zlerine \u015f\u00f6yle devam etti: \u201cTeknolojiyi etkin kullanan Y ku\u015fa\u011f\u0131, teknolojik trendleri takip eder ve deneyimlemek ister. Optimist bir bak\u0131\u015f a\u00e7\u0131s\u0131na sahip Y Ku\u015fa\u011f\u0131\u2019nda marka ba\u011fl\u0131l\u0131\u011f\u0131<\/strong> geli\u015fmi\u015ftir. Sosyal a\u011flar\u0131 en aktif kullanan ku\u015fak olarak da Y Ku\u015fa\u011f\u0131 \u00f6ne \u00e7\u0131k\u0131yor. Y Ku\u015fa\u011f\u0131\u2019n\u0131 t\u00fcm sosyal a\u011flarda g\u00f6rmek m\u00fcmk\u00fcn. Facebook\u2019un kurucusu Mark Zuckerberg<\/strong>, pop y\u0131ld\u0131z\u0131 Justin Bieber<\/strong>, Y Ku\u015fa\u011f\u0131\u2019n\u0131n \u00fcnl\u00fc isimleri aras\u0131nda yer al\u0131yor.<\/p>\n

Y Ku\u015fa\u011f\u0131\u2019n\u0131n dikkatini \u00e7ekmek i\u00e7in \u00e7arp\u0131c\u0131 mesajlar kullanmal\u0131s\u0131n\u0131z. Marka bilincinin \u00fcst seviyede oldu\u011fu bu ku\u015fa\u011fa markan\u0131z\u0131n mesaj\u0131n\u0131 mutlaka vermelisiniz. Marka ba\u011fl\u0131l\u0131\u011f\u0131 olan bu ku\u015faktakiler olumsuz bir alg\u0131 olu\u015ftu\u011funda markalar\u0131n\u0131 h\u0131zl\u0131ca de\u011fi\u015ftirebilirler. \u00c7evresel konulara duyarl\u0131 olan bu ku\u015fa\u011f\u0131n temsilcileri \u00e7evre dostu<\/strong> markalar\u0131 tercih etme e\u011filimindedir.<\/p>\n

Fiyat \/ kalite<\/strong> dengesine \u00f6nem veren Y Ku\u015fa\u011f\u0131, en iyisini en uygun fiyata alabilmek i\u00e7in ara\u015ft\u0131rmay\u0131 sever. Ekonomik u\u00e7ak biletleri, sezon sonu indirimleri, erken rezervasyon f\u0131rsatlar\u0131<\/strong> bu ku\u015fa\u011f\u0131n radar\u0131ndad\u0131r. Y Ku\u015fa\u011f\u0131\u2019na sunulan m\u00fc\u015fteri deneyimi g\u00fc\u00e7l\u00fc bir marka mesaj\u0131<\/strong> ile sunulmal\u0131d\u0131r.\u201d<\/p>\n

Do\u011fu\u015ftan Dijital Z Ku\u015fa\u011f\u0131<\/h2>\n

\u201cBu ku\u015fa\u011f\u0131 anlamak zordur\u201d diyen Hasan Gen\u00e7, \u015f\u00f6yle dedi: \u201c2000 y\u0131l\u0131ndan itibaren d\u00fcnyaya merhaba diyen Z ku\u015fa\u011f\u0131n\u0131 anlamak biraz zor olabilir. Dijital bir d\u00fcnyaya do\u011fan bu ku\u015fak hen\u00fcz i\u015f hayat\u0131nda de\u011fil.<\/p>\n

T\u00fcketici olarak al\u0131\u015fkanl\u0131klar\u0131 tam olarak netle\u015fmemi\u015f olsa da Z Ku\u015fa\u011f\u0131 her \u015feyi internette arar<\/strong>. Z Ku\u015fa\u011f\u0131 i\u00e7in internette olmayan bir \u015fey d\u00fcnyada da yok demektir.<\/p>\n

Her \u015feyin hemen olmas\u0131n\u0131 isteyen Z Ku\u015fa\u011f\u0131\u2019yla h\u0131zl\u0131 ileti\u015fim<\/strong> kurabilmek \u00f6nemli. Anl\u0131k mesajla\u015fma, chatbot<\/strong> gibi teknolojiler bu ku\u015fakla ileti\u015fim kurabilmeyi kolayla\u015ft\u0131rabilir. Telefon, SMS, e-posta bu ku\u015fa\u011f\u0131n tercih etmedi\u011fi demode ileti\u015fim ara\u00e7lar\u0131 aras\u0131nda. Telefon ve bilgisayar \u00fczerinden film ve dizi izleyen, m\u00fczik dinleyen bu ku\u015fak i\u00e7in televizyon ve radyo yay\u0131nlar\u0131 da ilgi alanlar\u0131n\u0131n d\u0131\u015f\u0131nda kal\u0131yor.<\/p>\n

Marka ba\u011fl\u0131l\u0131\u011f\u0131 olmayan, sosyal y\u00f6n\u00fc geli\u015fmi\u015f, i\u015f birli\u011fine yatk\u0131n ve arkada\u015f canl\u0131s\u0131 Z Ku\u015fa\u011f\u0131\u2019na geleneksel y\u00f6ntemlerin d\u0131\u015f\u0131nda bir m\u00fc\u015fteri deneyimi sunabilmek \u00f6nemli.\u201d<\/p>\n

Her ku\u015fa\u011f\u0131n mecras\u0131 farkl\u0131<\/h2>\n

\u0130\u015fletmenizin sundu\u011fu m\u00fc\u015fteri deneyimine ku\u015faklar\u0131n g\u00f6z\u00fcnden bak\u0131p hangi ku\u015faklara hitap etti\u011finizi g\u00f6r\u00fcn. G\u00fcn\u00fcm\u00fczde X,Y,Z ku\u015faklar\u0131na ayn\u0131 anda hitap edebilen bir\u00e7ok marka ve i\u015fletme mevcut. Sundu\u011funuz m\u00fc\u015fteri deneyimini \u00f6l\u00e7\u00fcmlemek i\u00e7in farkl\u0131 mecralar\u0131 kullanarak farkl\u0131 ku\u015faklara daha kolay ula\u015fabilirsiniz. Dokunmatik ekranlara al\u0131\u015fk\u0131n ve konu\u015fmak yerine yazmay\u0131 tercih eden Z ve Y ku\u015fa\u011f\u0131na kiosk\u00a0ekranlardan ya da mobil uygulamalardan, ald\u0131\u011f\u0131 t\u00fcm mesajlar\u0131 dikkatle de\u011ferlendiren ve konu\u015fmay\u0131 seven X Ku\u015fa\u011f\u0131\u2019na ise telefon, e-posta, sms ile ula\u015fabilirsiniz.<\/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. G\u00fcn\u00fcm\u00fczde farkl\u0131 ku\u015faklar farkl\u0131 m\u00fc\u015fteri deneyimi beklentisine sahip. Bu y\u00fczden m\u00fc\u015fterilere yakla\u015f\u0131rken farkl\u0131 ku\u015faklara farkl\u0131 deneyimler sunmak gerekiyor. M\u00fc\u015fteri deneyimi, sunulan \u00fcr\u00fcn […]<\/p>\n","protected":false},"author":1,"featured_media":99708,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[53,157],"tags":[57527,52259,57524,57530,57520,57526,57528,57529,57525,57521,57522,57523],"views":483,"_links":{"self":[{"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/posts\/99706"}],"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=99706"}],"version-history":[{"count":0,"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/posts\/99706\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/media\/99708"}],"wp:attachment":[{"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/media?parent=99706"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/categories?post=99706"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/tags?post=99706"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}