Ukwaneliseka Kwekhasimende: Amasu ayi-7 Okwakha Ukwethembeka Kwekhasimende

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Kuyini ukwaneliseka kwamakhasimende?

Ngaphambi kokuthi sihlole amasu, kubalulekile ukuqonda ukuthi sisho ukuthini ngokwaneliseka kwamakhasimende. Emqondweni wakho, ukwaneliseka kwekhasimende kusho izinga okulindelwe umthengi okufinyelelwa ngalo noma okweqiwe ngalo maqondana nomkhiqizo, isevisi noma ulwazi olunikezwa inkampani.

Incazelo kanye nemiqondo eyisisekelo

Ukwaneliseka kwekhasimende akuwona umqondo omile, kodwa kunalokho kuwukuguquguquka nokuhlukahluka. Ihlanganisa yonke into kusukela kukhwalithi yomkhiqizo noma isevisi kuye ekunakekelweni okutholiwe, okuhlanganisa ukusetshenziswa kalula, intengo kanye nolwazi oluphelele. Kungumphumela wokuhlola okuzimele okwenziwa iklayenti liqhathanisa lokho elikulindele ngaphambili nombono wesevisi noma umkhiqizo owamukelwe.

Izinto ezinomthelela ekwanelisekeni kwamakhasimende

Izinto ezimbalwa zidlala indima ebalulekile ekwanelisekeni kwamakhasimende:

1. Ikhwalithi yomkhiqizo noma isevisi: Kuyisisekelo esiyisisekelo. Ngaphandle komkhiqizo noma isevisi ehlangabezana nezidingo zamakhasimende, kunzima ukuzuza ukwaneliseka kwamakhasimende.
2. Isevisi yamakhasimende: Indlela ikhasimende eliphathwa ngayo ngaphambi, phakathi nangemuva kokuthenga iyona enqumayo.
3. Inani kanye nenani elibonakalayo: Ikhasimende kufanele libe nomuzwa wokuthi lokho elikutholayo kuthethelela lokho elikukhokhelayo.
4. Isikhathi sokuphendula: Ijubane ekuphenduleni nasekuxazululeni izinkinga libalulekile.
5. Ukusetshenziswa kalulaUma kuba lula ukuthi ikhasimende lisebenzise umkhiqizo noma isevisi, yilapho nokwaneliseka kwalo kukhulu.
6. Ukwenza kube ngokwakho: Ukuhlanganisa okuhlangenwe nakho nezidingo eziqondile zekhasimende ngalinye kungenza umehluko.

Izinzuzo zokwaneliseka okuphezulu kwamakhasimende

Ukuzuza ukwaneliseka okuphezulu kwamakhasimende akuwona nje umgomo oncomekayo; kuyisu lebhizinisi elihlakaniphile elingaletha izinzuzo eziningi enkampanini.

Ukwethembeka nokugcinwa okwengeziwe

Uma amakhasimende enelisekile, maningi amathuba okuthi aphinde athenge futhi abe amakhasimende aphindayo. Ngokusho kuka-a Ucwaningo lwe-Harvard Business Review, ukwandisa amazinga okugcinwa kwamakhasimende ngo-5% nje kungakhuphula inzuzo ngo-25% kuya ku-95%.

Ukuthuthukisa isithunzi kanye nezwi lomlomo

Amakhasimende anelisekile awagcini ngokubuya, aphinde abe amanxusa emikhiqizo. Babelana ngolwazi lwabo oluhle nabangani, umndeni kanye nasezinkundleni zokuxhumana, okungaheha amakhasimende amasha ngokuphilayo futhi mahhala.

Amasu asebenzayo okuthuthukisa ukwaneliseka kwamakhasimende

Manje njengoba sesikuqonda ukubaluleka kokwaneliseka kwamakhasimende, ake sibheke amasu athile aphathekayo wokuyithuthukisa:

Ukwenza kube ngokwakho umuzwa wamakhasimende

Esikhathini solwazi, amakhasimende alindele ukuzizwisa okuhambisana nezidingo zabo nokuncamelayo. Ukwenza kube ngokwakho kungazibonakalisa ngezindlela eziningi:

• Izincomo zomkhiqizo ezisuselwe ekuthengeni kwangaphambilini
• Ukuxhumana komuntu siqu
• Izipesheli ngezinsuku ezibalulekile zeklayenti

Isibonelo, i-Amazon ithuthukise ubuciko bokwenza kube ngokwakho, inikeze izincomo zomkhiqizo ezisuselwe kumlando wokuphequlula nowokuthenga komsebenzisi.

Ukuphatha okusebenzayo kokulindelwe

Isihluthulelo sokwaneliseka kwamakhasimende ukuphatha lokho abakulindele kusukela ekuqaleni. Lokhu kusho ukuthi:

1. Yenza obala ngalokho iklayenti elingakulindela
2. Ukugcina izithembiso ezenziwe
3. Xhumana ngokucacile nezinsuku zokugcina nezinqubo

Isibonelo salokhu iZappos, eyaziwa ngomsebenzi wayo omuhle kakhulu wamakhasimende. Bathembisa ukulethwa ezinsukwini ezingu-5-7, kodwa ngokuvamile bathumela ama-oda ngakusasa, ngaleyo ndlela beqe okulindelwe ngamakhasimende.

Ukusebenzisa isevisi yamakhasimende eyingqayizivele

Isevisi yamakhasimende ngokuvamile iyisici esinqumayo ekwanelisekeni kwamakhasimende. Amanye amaqhinga okuyithuthukisa ahlanganisa:

• Ukuqhubeka nokuqeqeshwa kwabasebenzi
• Ukunika abasebenzi amandla okuxazulula izinkinga
• Ukutholakala kwamashaneli esevisi amaningi
• Ukulandelela ngemuva kokuthengisa

I-Ritz-Carlton iyisibonelo esihle senkonzo yamakhasimende ehlukile. Inqubomgomo yayo yokuvumela abasebenzi ukuthi basebenzise imali efika ku-$2,000 ukuze baxazulule izinkinga zamakhasimende ngaphandle kwemvume iyinganekwane.

Amathuluzi namasu okulinganisa ukwaneliseka kwamakhasimende

Awukwazi ukuthuthukisa lokho ongakukali. Ngakho-ke, kubalulekile ukuba namathuluzi namasu okuhlola ukwaneliseka kwamakhasimende.

Inhlolovo kanye nohlu lwemibuzo

Izinhlolovo zihlala zingenye yezindlela eziqondile zokuqoqa impendulo yekhasimende. Angafaka:

1. Izinhlolovo zokwaneliseka kwangemva kokuthenga
2. Izinhlolovo ze-NPS (Net Promoter Score).
3. Uhlu lwemibuzo lokuzizwisa kwekhasimende

Isibonelo, ngemuva kocingo oluya kusevisi yamakhasimende, izinkampani eziningi zithumela inhlolovo emfushane zibuza mayelana nolwazi.

Ukuhlaziywa kwedatha namamethrikhi angukhiye

Esikhathini sedatha enkulu, ukuhlaziywa kwamamethrikhi kunganikeza imininingwane ebalulekile ekwanelisekeni kwamakhasimende:

• Izinga lokugcinwa kwekhasimende
• Izinga lokuyeka
• Isikhathi esimaphakathi sokuxazulula inkinga
• Imvamisa yokuthenga okuphindayo

Izinkampani ezinjengeNetflix zisebenzisa kakhulu izibalo zedatha ukuze zithuthukise ulwazi lomsebenzisi, ngenxa yalokho, nokwaneliseka.

Indlela yokubhekana nokunganeliseki kwamakhasimende

Ngaphandle kwemizamo yethu emihle kakhulu, akunakugwemeka ukuthi amakhasimende anganelisekile azovela ngezikhathi ezithile. Indlela esisingatha ngayo lezi zimo ingenza umehluko phakathi kokulahlekelwa yikhasimende nokulenza libe ummeli womkhiqizo.

Ukuphatha ngempumelelo izikhalazo kanye nezicelo

Ukuphatha izikhalo kuwubuciko obudinga uzwela, isineke kanye namakhono okuxazulula izinkinga. Ezinye izinyathelo ezibalulekile yilezi:

1. Lalela ikhasimende ngentshiseko
2. Bonisa uzwela nokuqonda
3. Nikeza isixazululo esisheshayo nesisebenzayo
4. Landela ukuze uqiniseke ukuthi udaba luxazululiwe

Isibonelo sokusingathwa kwezikhalazo ngempumelelo yinqubomgomo ye-LLBean yembuyiselo engabuzwa, ebonisa ukuzethemba emikhiqizweni yabo nokuzibophezela ekwanelisekeni kwamakhasimende.

Ukuguqula amakhasimende anganelisekile abe abaphromotha

Ikhasimende elihlinzekwe kahle elinganelisekile lingaba ummeli womkhiqizo othembekile. Lokhu kungazuzwa ngokuthi:

• Ukudlula obekulindelwe ekuxazululeni izinkinga
• Ukunikeza isinxephezelo esanele
• Ukubonisa ushintsho lwangempela ezinqubweni ezibangele ukunganeliseki

I-Southwest Airlines yaziwa ngokushintsha izimo ezingezinhle zibe ukuzizwisa okuhle, ngokuvamile ngokuthinta amahlaya nokuphana okumangaza amakhasimende.

Iqhaza lobuchwepheshe ekwenzeni ngcono ukwaneliseka kwamakhasimende

Ubuchwepheshe budlala indima ebalulekile ekwanelisekeni kwamakhasimende, bunikeza izindlela ezintsha zokuxhumana nokuxazulula izinkinga.

I-CRM futhi icubungule i-automation

Izinhlelo ze-CRM (Customer Relationship Management) zivumela:

• Ukuhlanganisa imininingwane yekhasimende
• Yenza ukuxhumana kube ngokwakho
• Izinqubo ezizenzakalelayo zesevisi esheshayo nesebenza kahle kakhulu

I-Salesforce iyisibonelo sendlela i-CRM engaguqula ngayo ubudlelwano bamakhasimende ngokunikeza ukubuka okungu-360° kokuxhumana ngakunye.

Ubuhlakani bokwenziwa nama-chatbots

I-AI nama-chatbots enza izinguquko kusevisi yamakhasimende:

1. 24/7 Ukunaka
2. Izimpendulo ezisheshayo zemibuzo evame ukubuzwa
3. Ukwenza kube ngokwakho ngokusekelwe kumlando wekhasimende

Isibonelo esivelele umsizi obonakalayo we-Sephora, onikeza izincomo zomkhiqizo womuntu siqu ngokusekelwe kokuthandwa yikhasimende.

Isiphetho: Ukwaneliseka kwekhasimende njengenzuzo yokuncintisana

Ezimakethe ezincintisana ngokwandayo, ukwaneliseka kwamakhasimende sekuphenduke inzuzo ebalulekile yokuncintisana. Izinkampani ezikwaziyo ukuthi zingagcini nje ngokuhlangana kodwa zeqe lokho okulindelwe ngamakhasimende azo yizona ezithuthukayo esikhathini eside.

Masikhumbule ukuthi ukwaneliseka kwamakhasimende akuyona indawo, kodwa uhambo oluqhubekayo. Kudinga ukuzibophezela okuqhubekayo, isiko eligxile kumakhasimende kanye nokuzimisela ngokuqhubekayo ukuzivumelanisa nokwenza ngcono.
Ngokusebenzisa amasu okuxoxwe ngawo kulesi sihloko, kusukela ekwenzeni kube ngokwakho kuye ekusebenziseni ubuchwepheshe ngobuhlakani, amabhizinisi angakha okuhlangenwe nakho okukhumbulekayo okungagculisi amakhasimende kuphela kodwa okuguqule kube abameleli bomkhiqizo abathembekile.

Imibuzo Evame Ukubuzwa Mayelana Nokwaneliseka Kwekhasimende

¿Ukwaneliseka kwekhasimende kukalwa kanjani? Ukwaneliseka kwekhasimende kungalinganiswa ngezindlela ezihlukahlukene, okuhlanganisa izinhlolovo zangemuva kokuthenga, I-Net Promoter Score (NPS), ukuhlaziya izinga lokugcinwa kanye ne-churn, kanye nempendulo eqondile yamakhasimende.
Uyini umehluko phakathi kokwaneliseka kwekhasimende kanye nolwazi lwamakhasimende? Nakuba ukwaneliseka kwekhasimende kugxile ekuhlangabezaneni noma ukweqa okulindelwe ngesikhathi esithile, ulwazi lwekhasimende luhlanganisa konke ukusebenzelana ikhasimende elinakho nenkampani ngokuhamba kwesikhathi.
Ibhizinisi elincane lingakuthuthukisa kanjani ukwaneliseka kwamakhasimende ngezinsiza ezilinganiselwe? Amabhizinisi amancane angathuthukisa ukwaneliseka kwamakhasimende ngokugxila ekwenzeni kube ngokwakho, ukukhuthala kwezokuxhumana, ukuxazulula izinkinga ngokushesha, nokusebenzisa amathuluzi obuchwepheshe afinyelelekayo afana I-CRM ebiza kancane.
Ukwaneliseka kwekhasimende kunamuphi umthelela ekuthengisweni? Ukwaneliseka okuphezulu kwamakhasimende ngokuvamile kuhumushela ekuthengisweni okwengeziwe ngokugcinwa kwamakhasimende, ukuthenga okuphindayo, nokudluliselwa okuheha amakhasimende amasha.
¿Izinkundla zokuxhumana zikuthinta kanjani ukwaneliseka kwamakhasimende? Inkundla yezokuxhumana ikhulise izwi lekhasimende, ivumela okuhlangenwe nakho, kokubili okuhle nokubi, ukuthi kwabiwe ngokushesha. Baphinde banikeze ngesiteshi esiqondile ukuze amabhizinisi axhumane namakhasimende futhi axazulule izinkinga ngendlela esesidlangalaleni nesobala.
Kungenzeka yini ukuba no-100% wokwaneliseka kwamakhasimende? Nakuba kuwumgomo oncomekayo, ukuzuza ukwaneliseka kwamakhasimende okungu-100% kunzima kakhulu ngenxa yokuhlukahluka okulindelweyo kanye nemibono yomuntu ngamunye. Nokho, ukulwela ukufinyelela lo mgomo kungaholela ekuthuthukisweni okuphawulekayo ekwanelisekeni okuphelele.
Ingabe uthole lesi sihloko sokwaneliseka kwekhasimende siwusizo? Zizwe ukhululekile ukwabelana ngakho nozakwenu nabangane ezinkundleni zokuxhumana. Ngokubambisana singakha isipiliyoni samakhasimende esiyingqayizivele emhlabeni jikelele!