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Müşteri Deneyimi Yaratmak - Creating Customer Experience

Apr 15, 2017

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MTERDENEYMYARATMAK

Src koltuunda oturuyorlarMteri artk KRAL !!!ve bunun farkndalar!

Markadan ok birbirlerine gveniyorlarHerkesle deneyimlerini paylayorNe istediklerini biliyorlarEditorial ReviewsFrom Publishers WeeklyIn June 2006, a man named Vincent Ferrari had a shockingly combative conversation with an AOL sales rep; he recorded it and posted it on YouTube. More than 62,827 viewings later, AOL's reputation was irretrievably damaged.

Gney Afrikada restoran tecrbesiX-y jenerasyon karlatrmas25 yl nce mteri ubeye/mdr odasna ceketini ilikleyerek girerdi, ya imdi?Artk kolay mteri kalmad! Hepsi zorMteri odakllk yetmiyor nk ilemsel, ancak mteri merkezli bir yap sre ierisinde her anda Mteriye odaklanr

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Ekonomik deerin yaratld yer deitiArz ve ulalabilirlikKontrol ve maliyetGeliim ve kaliteYaratmak ve sahicilik

Starbucks rneiRoyal Bank of Scotland -fi

Kendine drst olBakalarna sylediin ol3

Deneyim, nemini korumaya devam edecek lgn taraftarlar

Dnyann en lks arlama hizmetini sunan irketiyizYalnzca olaanst kalitede deneyim sunuyoruz

Deer FiyatlamasSadakatFarkllama

Taraftar: birbirlerine deneyimi yle bir anlatyorlar ki satlar patlatyorSadakat: %80i 18 kere ziyaret eden mteriDeer fiyatlamas: Fonksiyon olarak deil, duygu olarak da dllendirici olan deneyime daha fazla cret verebiliyorlar Starbucks, 4SeasonsFarkllama: Seenekler snrszarka arkaya farkl deneyimlerle oluan olumlu alg, yeni rnler ktnda rakiplere gre tercih edilmesini salyor4

Deneyimi Deitirenler

With your next branch, be deliberate, strategic and intentional.Dont just do what youve always done.You need to build your branch around interactions, not transactions.Think like a retailer. Move from fortresses to stores.Cross-sell your financial products and services.Think in terms of retail zones. Create retail destinations.Create brand theater.Have a retail street presence.You can create a secure environment without compromising your retail focusand without turning into Fort Knox.Make it enjoyable.Make it memorable.Differentiate.

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CheBanka! - Milano

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Deneyim forml : D=HS-BDeneyimHizmet Seviyesi NASIL? - Beklenti

YKSELTYNET

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GR sayesinde

Dinle5 paradan oluur: Sana kulaklarm, gzlerimi, dikkatimi ve kalbimi veriyorum

DNLEMEK: 5 paradan oluur: Sana kulaklarm, gzlerimi, dikkatimi ve kalbimi veriyorumHepimiz dierinin mterisiyizHer iliki, etkileim bir alveri, kontratHer iliki anlama yapmak iin bir frsat

Anlamaya almak, kiinin etki alann geniletir

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GR

GzlemleHer iliki anlama yapmak iin bir frsattr; grmek iin bak

DNLEMEK: 5 paradan oluur: Sana kulaklarm, gzlerimi, dikkatimi ve kalbimi veriyorumHepimiz dierinin mterisiyizHer iliki, etkileim bir alveri, kontratHer iliki anlama yapmak iin bir frsat

Anlamaya almak, kiinin etki alann geniletir

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GR

AnlaAnlamaya almak, kiinin etki alann geniletir

Anlamaya almak, kiinin etki alann geniletirDNLEMEK: 5 paradan oluur: Sana kulaklarm, gzlerimi, dikkatimi ve kalbimi veriyorumHepimiz dierinin mterisiyizHer iliki, etkileim bir alveri, kontratHer iliki anlama yapmak iin bir frsat

Anlamaya almak, kiinin etki alann geniletir

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KSEL deneyim yaratma formlInsincerity is always weakness; sincerity even in error is strength. George H. Lewes

Hepimiz dierinin mterisiyizHer iliki, etkileim bir alveri, kontratHer iliki anlama yapmak iin bir frsat

Yaptka yetkinlik olacak

Anlamaya almak, kiinin etki alann geniletir

ASSERTIVENESS:Do you sometimes have difficulty saying what you think and feel? Do you find it hard to express your opinion at work? or with friends? Can you be direct and clear about what you want to say?

MI gibi yapmamak: SAHCLKSincerity and truth are the basis of every virtue.ConfuciusInsincerity is always weakness; sincerity even in error is strength.George H. Lewes

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Deneyimi yaratmak iin herkes kazanmalHedefler Kural ve politikalar Kaynaklar Hesap verme sorumluluuNetice aksiyonlar

SLA : Servis Seviyesi Anlamalar

KAZAN-KAZAN

Deneyimi yaratmak iin herkesin kazanyor olmas lazm

SAS: The 2010 #1 Company to Work ForAmy LymanGreat Place to Work Institute, Inc.January 21, 2010

SAS Institute is an organization that astonishes many people. SAS is an exceptional business that develops analytical software systems that are now used in virtually every industry across the globe. SAS has been financially successful for its 34 years of existence and has developed a stellar reputation for the quality of its operations. Their distinct success has resulted in numerous academic case studies, journal articles and critical essays by people trying to decipher what magic might underlie the continuous cycles of invention, creativity and performance that combine to make SAS unique.SAS named one of the Best Companies to Work For by The Sunday TimesMARLOW,UK (Apr.08, 2010) SAS, the leader inbusiness analyticssoftware and services, has received high honours from The Sunday Times Top 100 Best Companies to Work For 2010. This accolade follows on from SAS being named No.1 in FORTUNE magazine's annual "100 Best Companies to Work For" list in January 2010. This is the fourth time that SAS has made The Sunday Times list, and highlights the focus that the company places on its employees and ensuring the best possible working environment.Ian Manocha, SAS UK and Ireland country manager, commented; "We're all delighted with this recognition - more than a thousand respected UK organisations entered the survey, and only a handful of other IT companies made it into the Top 100. SAS UK was nominated as a 'first class' company. I'd like to thank all our employees for this success. We are lucky to have such talented, passionate and engaged people in our business, and I'm really proud of what we have achieved together."SAS, ranked 91st, was recognised for its very high staff retention levels, with over half of its 360-plus employees having worked for the company for more than five years. This is echoed by the finding that employees love working for the company, with a 74% positive score. SAS received plaudits for its benefits that include an employee assistance programme, health screening, 500 contribution to gym membership, sabbaticals, support and sponsorship for academic qualifications (e.g. MBA), and a flexible work from home policy. Another highlight for SAS was the high score in the Giving Something Back category, which put it in the top 40 for its corporate social responsibility initiatives. The report also cited SAS strong focus on the environment which includes having an environment manager to drive initiatives and recycling all waste including a new machine that converts cooking oil from the restaurant into biofuel for its agriculture vehicles.About SAS SAS is the leader in business analytics software and services, and the largest independent vendor in the business intelligence market. Through innovative solutions delivered within an integrated framework, SAS helps customers at more than 45,000 sites improve performance and deliver value by making better decisions faster. Since 1976 SAS has been giving customers around the world The Power to Know . 12

LMLEME bir rnekNPS - Net Tavsiye Skoru2003ten beri

%93

% 66

%50

% 81

Mteri Odakllk EndeksiMteri Bilgi KalitesiGie Bekleme Sresilem SreleriKesintisiz lem SreleriMteri ikayetleriGizli Mteri Sonular13

Kontrol listesiTEBL ettiinizi TEMSL ediyor musunuz?KAZAN-KAZAN yaratyor musunuz?Her mteri ile kontrat yapyor musunuz?Mteriye deneyim yaratmas iin yardm ediyor musunuz?letiim srasnda imdi ve burada msnz?Sahici misiniz?

Zihinsel olarak formle edilip duygusal olarak hayata geiyor.selletirildike ve uygulandka yetkinlie dnyorOrtam, sistemi, organizasyonu bu ynde kurgulamak mmkn ancak yeterli deilKiinin kendi deeri haline gelmesi gerekiyorBunun yaplmas iin rol model olmak ve kiiyi zihinsel olarak bunu dnmeye itebiliriz, yapmak ona kalr ancak siz sistemlerinizi bu fikir etrafnda kurgulayarak dnm kolaylatrrsnz.Koluk eitimi srasnda dinlemek konusunda bir alma yaptk

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NESZ YARATIYORSUNUZ?

Zihinsel olarak formle edilip duygusal olarak hayata geiyor.selletirildike ve uygulandka yetkinlie dnyorOrtam, sistemi, organizasyonu bu ynde kurgulamak mmkn ancak yeterli deilKiinin kendi deeri haline gelmesi gerekiyorBunun yaplmas iin rol model olmak ve kiiyi zihinsel olarak bunu dnmeye itebiliriz, yapmak ona kalr ancak siz sistemlerinizi bu fikir etrafnda kurgulayarak dnm kolaylatrrsnz.Koluk eitimi srasnda dinlemek konusunda bir alma yaptk

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Gz attnz iin teekkrler

Sorularnz iin:[email protected]

Zihinsel olarak formle edilip duygusal olarak hayata geiyor.selletirildike ve uygulandka yetkinlie dnyorOrtam, sistemi, organizasyonu bu ynde kurgulamak mmkn ancak yeterli deilKiinin kendi deeri haline gelmesi gerekiyorBunun yaplmas iin rol model olmak ve kiiyi zihinsel olarak bunu dnmeye itebiliriz, yapmak ona kalr ancak siz sistemlerinizi bu fikir etrafnda kurgulayarak dnm kolaylatrrsnz.Koluk eitimi srasnda dinlemek konusunda bir alma yaptk

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