{"id":3723,"date":"2025-05-07T09:58:50","date_gmt":"2025-05-07T09:58:50","guid":{"rendered":"https:\/\/artiwise.com\/tr\/?p=3723"},"modified":"2026-02-27T08:20:52","modified_gmt":"2026-02-27T08:20:52","slug":"musteri-deneyiminizi-gercekten-olcuyor-musunuz","status":"publish","type":"post","link":"https:\/\/artiwise.com\/tr\/2025\/05\/07\/musteri-deneyiminizi-gercekten-olcuyor-musunuz\/","title":{"rendered":"M\u00fc\u015fteri Deneyiminizi Ger\u00e7ekten \u00d6l\u00e7\u00fcyor Musunuz?"},"content":{"rendered":"<h3><strong><em>Sadece Speech Analytics, Sadece Anket, Sadece Sosyal Medya Yetmez.<\/em><\/strong><\/h3>\n<h4><strong>Neden Deneyim Y\u00f6netiminiz Eksik?<\/strong><\/h4>\n<h5><strong><em>\u00d6l\u00e7\u00fcm \u0130yidir Ama Yetersizdir<\/em><\/strong><\/h5>\n<p>&nbsp;<\/p>\n<p>Son y\u0131llarda \u015firketler \u201cm\u00fc\u015fteri odakl\u0131l\u0131k\u201d bayra\u011f\u0131n\u0131 gururla ta\u015f\u0131yor. Ancak sormam\u0131z gereken soru \u015fu:<\/p>\n<p>\u201cM\u00fc\u015fteriyi odak al\u0131yoruz\u201d demekle mi, yoksa onun ne ya\u015fad\u0131\u011f\u0131n\u0131 ger\u00e7ekten \u00f6l\u00e7mekle mi m\u00fc\u015fteri odakl\u0131 olunuyor?<\/p>\n<p>Y\u00f6neticiler ellerindeki NPS skoruna bak\u0131yor, anket sonu\u00e7lar\u0131n\u0131 y\u00f6netim sunumuna koyuyor, birka\u00e7 negatif \u00e7a\u011fr\u0131 \u00f6rne\u011fini \u00f6ne \u00e7\u0131kar\u0131yor.<\/p>\n<p>Ama bir yerde bir \u015fey eksik kal\u0131yor: <strong><em>Ger\u00e7ek deneyimi yakalamak!<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<h5><strong>1. Anketler Ger\u00e7e\u011fin Y\u00fczeyini G\u00f6sterir, Derinini De\u011fil<\/strong><\/h5>\n<p>&nbsp;<\/p>\n<p>Anket sistemlerinin bir amac\u0131 var: \u00d6l\u00e7mek. Fakat \u015fu ger\u00e7e\u011fi unutmamak laz\u0131m:<\/p>\n<p>\u0130nsanlar anketlerde \u00e7o\u011fu zaman ger\u00e7e\u011fi tamamen yans\u0131tamazlar.<\/p>\n<p>Ya h\u0131zl\u0131ca ge\u00e7erler, ya da hi\u00e7 yan\u0131tlamazlar. Cevaplayanlar da genellikle ya \u00e7ok memnun ya da \u00e7ok memnuniyetsiz olanlard\u0131r.<\/p>\n<p>Bu da sizi yan\u0131lt\u0131r.<\/p>\n<p>Diyelim ki 10.000 m\u00fc\u015fteriniz var. Anketi %7\u2019si yan\u0131tlad\u0131. Geri kalan %93\u2019\u00fcn ne d\u00fc\u015f\u00fcnd\u00fc\u011f\u00fcn\u00fc bilmiyorsunuz.<\/p>\n<p>&nbsp;<\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\" wp-image-3733\" src=\"https:\/\/artiwise.com\/tr\/wp-content\/uploads\/sites\/2\/2025\/05\/female-ticking-on-happy-smiley-face-as-excellent-s-2025-03-18-18-29-28-utc-1-300x205.jpg\" alt=\"\" width=\"514\" height=\"351\" srcset=\"https:\/\/artiwise.com\/tr\/wp-content\/uploads\/sites\/2\/2025\/05\/female-ticking-on-happy-smiley-face-as-excellent-s-2025-03-18-18-29-28-utc-1-300x205.jpg 300w, https:\/\/artiwise.com\/tr\/wp-content\/uploads\/sites\/2\/2025\/05\/female-ticking-on-happy-smiley-face-as-excellent-s-2025-03-18-18-29-28-utc-1-1024x701.jpg 1024w, https:\/\/artiwise.com\/tr\/wp-content\/uploads\/sites\/2\/2025\/05\/female-ticking-on-happy-smiley-face-as-excellent-s-2025-03-18-18-29-28-utc-1-768x526.jpg 768w, https:\/\/artiwise.com\/tr\/wp-content\/uploads\/sites\/2\/2025\/05\/female-ticking-on-happy-smiley-face-as-excellent-s-2025-03-18-18-29-28-utc-1-1536x1051.jpg 1536w, https:\/\/artiwise.com\/tr\/wp-content\/uploads\/sites\/2\/2025\/05\/female-ticking-on-happy-smiley-face-as-excellent-s-2025-03-18-18-29-28-utc-1-2048x1402.jpg 2048w\" sizes=\"(max-width: 514px) 100vw, 514px\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>Dahas\u0131:<\/p>\n<ul>\n<li>M\u00fc\u015fterinin ya\u015fad\u0131\u011f\u0131 teknik sorunu tam anlayamazs\u0131n\u0131z.<\/li>\n<li>Duygular\u0131n\u0131, ses tonunu, ifade \u015feklini yakalayamazs\u0131n\u0131z.<\/li>\n<li>Spontane ya\u015fanan deneyim anlar\u0131n\u0131 ka\u00e7\u0131r\u0131rs\u0131n\u0131z.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong>Deneyimi y\u00f6neten \u015firketler, sadece \u201csorulan\u0131\u201d de\u011fil, m\u00fc\u015fterinin kendili\u011finden anlatt\u0131klar\u0131n\u0131 da dinler.<\/strong><\/p>\n<p>\u0130\u015fte fark burada ba\u015flar.<\/p>\n<p><strong>\u201cNPS \u00d6ld\u00fc\u201d Demiyoruz Ama \u015eunu Diyoruz: NPS Yetmez<\/strong><\/p>\n<p>NPS uzun y\u0131llar boyunca bir \u201cm\u00fc\u015fteri ba\u011fl\u0131l\u0131k g\u00f6stergesi\u201d oldu. Ancak g\u00fcn\u00fcm\u00fcz karma\u015f\u0131k \u00e7ok kanall\u0131 yap\u0131s\u0131nda, tek bir soruyla deneyimi anlamak imkans\u0131z hale geldi.<\/p>\n<p>&nbsp;<\/p>\n<p>\u201cSizi arkada\u015f\u0131n\u0131za tavsiye eder misiniz?\u201d sorusu \u015funu vermez:<\/p>\n<ul>\n<li>Problem nerede ya\u015fand\u0131?<\/li>\n<li>M\u00fc\u015fteri tam olarak neye sinirlendi ya da neyi be\u011fendi?<\/li>\n<li>davran\u0131\u015f\u0131n hangi \u015fubede ya da \u00fcr\u00fcnde oldu\u011funu?<\/li>\n<li>\u015eikayetin k\u00f6k nedenini?<\/li>\n<li>Hangi aksiyonla tekrar kazan\u0131labilece\u011fini?<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>Bu y\u00fczden Artiwise \u015funu yapar:<\/p>\n<p>NPS\u2019i destekler. Ama onun \u00f6tesine ge\u00e7er.<\/p>\n<p>&nbsp;<\/p>\n<h5><strong>2. Speech Analytics: Dinlemek G\u00fczel, Ama Nereleri Dinliyorsunuz?<\/strong><\/h5>\n<p>&nbsp;<\/p>\n<p>Speech analytics sistemleri \u00e7a\u011fr\u0131 merkezlerindeki ses kay\u0131tlar\u0131n\u0131 analiz eder.<\/p>\n<p>Kelimeler \u00e7\u0131kar\u0131l\u0131r, duygu belirlenmeye \u00e7al\u0131\u015f\u0131l\u0131r. Ancak burada da s\u0131n\u0131rlar vard\u0131r:<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>Speech analytics \u00e7o\u011funlukla sadece \u00e7a\u011fr\u0131y\u0131 i\u015fler.<\/li>\n<li>Yaz\u0131l\u0131 ileti\u015fimler, e-posta, chat, sosyal medya ve \u015fube deneyimleri d\u0131\u015far\u0131da kal\u0131r.<\/li>\n<li>Sistemler sadece kelimeyi tan\u0131r; ba\u011flam\u0131 ve duygu ge\u00e7i\u015flerini yakalayamaz.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><img decoding=\"async\" class=\" wp-image-3764\" src=\"https:\/\/artiwise.com\/tr\/wp-content\/uploads\/sites\/2\/2025\/05\/view-of-hands-of-two-contemporary-analysts-or-brok-2025-03-16-18-45-18-utc-300x200.jpg\" alt=\"\" width=\"545\" height=\"363\" srcset=\"https:\/\/artiwise.com\/tr\/wp-content\/uploads\/sites\/2\/2025\/05\/view-of-hands-of-two-contemporary-analysts-or-brok-2025-03-16-18-45-18-utc-300x200.jpg 300w, https:\/\/artiwise.com\/tr\/wp-content\/uploads\/sites\/2\/2025\/05\/view-of-hands-of-two-contemporary-analysts-or-brok-2025-03-16-18-45-18-utc-1024x683.jpg 1024w, https:\/\/artiwise.com\/tr\/wp-content\/uploads\/sites\/2\/2025\/05\/view-of-hands-of-two-contemporary-analysts-or-brok-2025-03-16-18-45-18-utc-768x512.jpg 768w, https:\/\/artiwise.com\/tr\/wp-content\/uploads\/sites\/2\/2025\/05\/view-of-hands-of-two-contemporary-analysts-or-brok-2025-03-16-18-45-18-utc-1536x1024.jpg 1536w\" sizes=\"(max-width: 545px) 100vw, 545px\" \/><\/p>\n<p>&nbsp;<\/p>\n<p><strong>Dahas\u0131, bu ara\u00e7lar genellikle silo \u00e7al\u0131\u015f\u0131r.<\/strong><\/p>\n<p><em>Silo veriler = par\u00e7al\u0131 i\u00e7g\u00f6r\u00fcler.<\/em><\/p>\n<p><strong><em>Oysa m\u00fc\u015fteri b\u00fct\u00fcnsel bir yolculuk ya\u015far<\/em><\/strong>: \u00c7a\u011fr\u0131 merkeziyle g\u00f6r\u00fc\u015f\u00fcr, sonra sosyal medyada yorum yapar, sonra chatbot\u2019a d\u00f6ner.<\/p>\n<p>Her kanaldan farkl\u0131 sesle konu\u015fan m\u00fc\u015fterinin, ayn\u0131 ba\u011flamda analiz edilmesi gerekir.<\/p>\n<p><strong>\u0130\u015fte Artiwise\u2019\u0131n fark\u0131 burada ba\u015flar:<\/strong><\/p>\n<p>T\u00fcm bu kanallar\u0131 birle\u015ftirir, ayn\u0131 modeli kullanarak analiz eder, duygular\u0131, nedenleri ve sonu\u00e7lar\u0131 ba\u011flar.<\/p>\n<p>&nbsp;<\/p>\n<h5><strong>3. <\/strong><strong>Sosyal Medya: G\u00fcr\u00fclt\u00fc Var, Ama Netlik Yok<\/strong><\/h5>\n<p>&nbsp;<\/p>\n<p>Sosyal medya dinleme ara\u00e7lar\u0131 g\u00fcn\u00fcm\u00fczde olmazsa olmaz. Ama orada da ba\u015fka bir sorun \u00e7\u0131kar:<\/p>\n<ul>\n<li>M\u00fc\u015fterilerin yaln\u0131zca k\u00fc\u00e7\u00fck ve u\u00e7 bir kesimi konu\u015fur.<\/li>\n<li>Konular ba\u011flamdan kopuk olabilir.<\/li>\n<li>\u0130\u00e7erikler organize edilmezse i\u00e7g\u00f6r\u00fcye d\u00f6n\u00fc\u015fmez.<\/li>\n<li>Duygusal tonlama analizi zay\u0131ft\u0131r.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong>Sosyal medyada \u201c\u00e7ok ba\u011f\u0131ran\u201d duyulur ama \u201csessiz memnuniyetsizlik\u201d asla fark edilmez.<\/strong><\/p>\n<p>Oysa sessiz kay\u0131plar, en tehlikeli olanlard\u0131r.<\/p>\n<p><strong><em>M\u00fc\u015fteri memnuniyeti, sadece y\u00fcksek sesle \u015fik\u00e2yet edenlerin de\u011fil; sessizce sizi terk edenlerin nedenlerinin de anla\u015f\u0131lmas\u0131yla artar.<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p><img decoding=\"async\" class=\" wp-image-3739\" src=\"https:\/\/artiwise.com\/tr\/wp-content\/uploads\/sites\/2\/2025\/05\/popularity-and-scale-of-stars-popularity-prestig-2025-03-18-18-02-14-utc-300x200.jpg\" alt=\"\" width=\"569\" height=\"379\" srcset=\"https:\/\/artiwise.com\/tr\/wp-content\/uploads\/sites\/2\/2025\/05\/popularity-and-scale-of-stars-popularity-prestig-2025-03-18-18-02-14-utc-300x200.jpg 300w, https:\/\/artiwise.com\/tr\/wp-content\/uploads\/sites\/2\/2025\/05\/popularity-and-scale-of-stars-popularity-prestig-2025-03-18-18-02-14-utc-1024x683.jpg 1024w, https:\/\/artiwise.com\/tr\/wp-content\/uploads\/sites\/2\/2025\/05\/popularity-and-scale-of-stars-popularity-prestig-2025-03-18-18-02-14-utc-768x512.jpg 768w, https:\/\/artiwise.com\/tr\/wp-content\/uploads\/sites\/2\/2025\/05\/popularity-and-scale-of-stars-popularity-prestig-2025-03-18-18-02-14-utc-1536x1024.jpg 1536w, https:\/\/artiwise.com\/tr\/wp-content\/uploads\/sites\/2\/2025\/05\/popularity-and-scale-of-stars-popularity-prestig-2025-03-18-18-02-14-utc-2048x1365.jpg 2048w\" sizes=\"(max-width: 569px) 100vw, 569px\" \/><\/p>\n<h5><\/h5>\n<h5><strong>4. Deneyim Y\u00f6netimi = Yolculuk Y\u00f6netimi<\/strong><\/h5>\n<p>&nbsp;<\/p>\n<p>Ger\u00e7ek deneyim y\u00f6netimi, t\u00fcm m\u00fc\u015fteri temas noktalar\u0131n\u0131n birle\u015fti\u011fi, zaman i\u00e7inde \u015fekillenen bir hikayedir.<\/p>\n<ul>\n<li>M\u00fc\u015fteri ne zaman, nerede, nas\u0131l temas kurdu?<\/li>\n<li>Hangi kanalda problem ya\u015fad\u0131?<\/li>\n<li>Ne hissetti?<\/li>\n<li>Ve en \u00f6nemlisi: Neden ya\u015fad\u0131?<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong>Artiwise bu hikayeyi u\u00e7tan uca g\u00f6rmenizi sa\u011flar:<\/strong><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>M\u00fc\u015fteri yolculu\u011funu ad\u0131m ad\u0131m analiz eder (sat\u0131n alma, kurulum, destek, yenileme vs.).<\/li>\n<li>Her ad\u0131mda olu\u015fan konular\u0131 ve k\u00f6k nedenleri \u00e7\u0131kar\u0131r.<\/li>\n<li>\u201cNeden memnun oldu?\u201d ya da \u201cNeden mutsuz oldu?\u201d sorular\u0131n\u0131n cevab\u0131n\u0131 <strong><em>tek t\u0131kla <\/em><\/strong><\/li>\n<li>Duygu ge\u00e7i\u015flerini analiz eder.<\/li>\n<li>Aksiyon al\u0131nabilecek kritik noktalar\u0131 g\u00f6sterir.<\/li>\n<\/ul>\n<div class=\"mceTemp\"><\/div>\n<p>Bu sayede CX ekipleri art\u0131k sadece \u201c\u00f6l\u00e7m\u00fcyor\u201d, harekete ge\u00e7iyor.<\/p>\n<p>&nbsp;<\/p>\n<h5><strong>5. Sonu\u00e7: Deneyimi Y\u00f6netin, \u00c7\u00fcnk\u00fc M\u00fc\u015fteri Sadece Konu\u015fmaz, Gider<\/strong><\/h5>\n<p>&nbsp;<\/p>\n<p>Anketlerle, puanlarla, \u00f6rneklemlerle deneyimi \u00f6l\u00e7t\u00fc\u011f\u00fcn\u00fcz\u00fc d\u00fc\u015f\u00fcnebilirsiniz.<\/p>\n<p><strong>Ama m\u00fc\u015fteriler puan de\u011fildir.<\/strong><\/p>\n<p><strong>Onlar hik\u00e2yedir. Duygudur. S\u00fcre\u00e7tir.<\/strong><\/p>\n<p>Siz o hik\u00e2yeyi okuyor musunuz?<\/p>\n<p>Sadece bir kanal\u0131n sesiyle de\u011fil, t\u00fcm sesleri tek yerde birle\u015ftirerek mi anlamaya \u00e7al\u0131\u015f\u0131yorsunuz?<\/p>\n<p><strong>E\u011fer cevab\u0131n\u0131z \u201chay\u0131r\u201d ise, m\u00fc\u015fteri deneyimi y\u00f6netiminiz eksik.<\/strong><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>Artiwise bu eksikli\u011fi kapat\u0131r.<\/li>\n<li>G\u00f6r\u00fcnmeyeni g\u00f6r\u00fcn\u00fcr k\u0131lar.<\/li>\n<li>G\u00fcr\u00fclt\u00fcy\u00fc anlaml\u0131 hale getirir.<\/li>\n<li>CX\u2019i sadece \u00f6l\u00e7mekle kalmaz, harekete ge\u00e7irir.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong>Haz\u0131rsan\u0131z Ba\u015flayal\u0131m<\/strong><\/p>\n<p>CX\u2019inizi b\u00fct\u00fcnsel y\u00f6netmeye ba\u015flamak i\u00e7in hemen:<\/p>\n<ul>\n<li><a href=\"https:\/\/artiwise.com\/contact-us\/\">\u00dccretsiz CX Durum Analizi Al\u0131n<\/a><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong>Eksik Deneyim Y\u00f6netimi: Hangi Ara\u00e7 Ne Kadar\u0131n\u0131 G\u00f6steriyor?<\/strong><\/p>\n<table>\n<thead>\n<tr>\n<td><strong>Ara\u00e7<\/strong><\/td>\n<td><strong>Ne Sa\u011flar?<\/strong><\/td>\n<td><strong>Eksikleri<\/strong><\/td>\n<td><strong>Artiwise Ne Ekler?<\/strong><\/td>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>Anketler<\/td>\n<td>Say\u0131sal geri bildirim<\/td>\n<td>Duygu ve ba\u011flam eksik<\/td>\n<td>K\u00f6k neden + aksiyon \u00f6nerisi<\/td>\n<\/tr>\n<tr>\n<td>Speech Analytics<\/td>\n<td>Sesli verilerin analizi<\/td>\n<td>Di\u011fer kanallar eksik<\/td>\n<td>T\u00fcm kanallar\u0131 birle\u015ftirir<\/td>\n<\/tr>\n<tr>\n<td>Sosyal Medya<\/td>\n<td>U\u00e7 m\u00fc\u015fteri g\u00f6r\u00fc\u015f\u00fc<\/td>\n<td>Genelleme yap\u0131lamaz<\/td>\n<td>Trend &amp; segment bazl\u0131 analiz<\/td>\n<\/tr>\n<tr>\n<td>NPS<\/td>\n<td>Skor verir<\/td>\n<td>Sebep yok<\/td>\n<td>Sebebi g\u00f6sterir &amp; \u00f6nlem sunar<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n<p><strong>CX\u2019inizi par\u00e7al\u0131 ara\u00e7larla de\u011fil, Artiwise CXM ile b\u00fct\u00fcnsel y\u00f6netin.<\/strong><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Sadece Speech Analytics, Sadece Anket, Sadece Sosyal Medya Yetmez. Neden Deneyim Y\u00f6netiminiz Eksik? \u00d6l\u00e7\u00fcm \u0130yidir Ama Yetersizdir &nbsp; Son y\u0131llarda \u015firketler \u201cm\u00fc\u015fteri odakl\u0131l\u0131k\u201d bayra\u011f\u0131n\u0131 gururla ta\u015f\u0131yor. Ancak sormam\u0131z gereken soru \u015fu: \u201cM\u00fc\u015fteriyi odak al\u0131yoruz\u201d demekle mi, yoksa onun ne ya\u015fad\u0131\u011f\u0131n\u0131 ger\u00e7ekten \u00f6l\u00e7mekle mi m\u00fc\u015fteri odakl\u0131 olunuyor? Y\u00f6neticiler ellerindeki NPS skoruna bak\u0131yor, anket sonu\u00e7lar\u0131n\u0131 y\u00f6netim sunumuna [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":3740,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[110],"tags":[66,113,112,114],"sektor":[133],"class_list":["post-3723","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-post","tag-musteri-deneyimi","tag-musteri-deneyimi-yonetimi","tag-musteri-memnuniyeti","tag-nps-skoru","sektor-cx-genel"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>M\u00fc\u015fteri Deneyiminizi Ger\u00e7ekten \u00d6l\u00e7\u00fcyor Musunuz? - Artiwise<\/title>\n<meta name=\"description\" content=\"Anketler, sosyal medya ve speech analytics yeterli mi? 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