Kufunika kwa Ndemanga za Ogwiritsa Ntchito Pokonza Mabuku Ogwiritsa Ntchito
MALANGIZO
Zomwe zimachitika kapena chidziwitso chokhudza momwe munthu wina wagwirira ntchito, zochita zake, kapena ntchito yake imadziwika kuti ndemanga. Ndi cholinga chothandizira wolandirayo kumvetsetsa mphamvu zawo, madera otukuka, ndi njira zomwe angasinthire ntchito zawo kapena zotsatira zake, zimaphatikizapo kuwunikira, ndemanga, ndi malingaliro.
Ndemanga zingaperekedwe mwamawu, m’mawu olembedwa, mavoti, kapena chidzudzulo chomangirira. Itha kuchokera kwa anthu osiyanasiyana, kuphatikiza mamanejala, ogwira nawo ntchito, makasitomala, kapena ogwiritsa ntchito chinthu kapena ntchito. Ndemanga zimaperekedwa pafupipafupi ndi cholinga cholimbikitsa kuwongolera, kuphunzira, ndi kupita patsogolo. Ndemanga zogwira mtima nthawi zambiri zimapereka chidziwitso cholondola chomwe chingagwiritsidwe ntchito, kuyang'ana zochita, zotulukapo, kapena mbali zina zomwe zimafunikira chisamaliro. Amaperekedwa mwaulemu, mwachilungamo, komanso mothandiza. Kudzudzula kolimbikitsa ndi kolimbikitsa kumaganiziridwanso m'mawu omveka bwino, opereka malingaliro oyenera viewmfundo.
Ndemanga ndi zothandiza pazochitika zosiyanasiyana, monga malo ogwirira ntchito, malo ophunzirira, zoyesayesa zaluso, ndi kuyanjana kwa anthu. Zimagwira ntchito ngati chida cha chitukuko, kulingalira, ndi kulankhulana, kuthandiza anthu kapena mabungwe kupita patsogolo ndi kukwaniritsa zolinga zawo. Kumasuka, kukhala wokonzeka kumvetsera, ndi luso loganizira zosiyanasiyana viewmfundo ndi zofunika kuti mulandire ndemanga. Zimapereka mpata wachitukuko ndi kudzidziwitsa, zomwe zimathandiza anthu kuphunzira kuchokera ku zolakwa zawo ndikusintha khalidwe lawo ngati kuli kofunikira. Pofuna kuthandizira chitukuko, kupita patsogolo, ndi kuwongolera, ndemanga ndi njira yoperekera chidziwitso, zowonera, ndi malingaliro kwa anthu kapena mabungwe. Ndi chida chofunika kwambiri pa maphunziro, kulankhulana, ndi kupita patsogolo m'mbali zosiyanasiyana za moyo.
MAFUNSO A USER
Malingaliro, ndemanga, ndi malingaliro opangidwa ndi makasitomala abwino, ntchito, kapena dongosolo limatchedwa ndemanga za ogwiritsa ntchito. Ndi chidziwitso chofunikira chomwe chimathandiza makampani kumvetsetsa zosowa, zokonda, ndi zomwe ogwiritsa ntchito amakumana nazo. Njira zosiyanasiyana, kuphatikizapo kafukufuku, interviews, pa intaneti reviews, malo ochezera a pa Intaneti, ndi kukumana ndi makasitomala, angagwiritsidwe ntchito kupeza mayankho a wogwiritsa ntchito.
Malingaliro a ogwiritsa ntchito ndi ofunika kwambiri kwa mabizinesi m'njira zingapo:
- Kuzindikira madera a ululu
Ogwiritsa ntchito nthawi zambiri amakumana ndi zopinga kapena zovuta akamagwiritsa ntchito chinthu kapena ntchito. Malingaliro awo amathandizira makampani kuzindikira zowawazi ndikumvetsetsa zovuta zomwe anthu amakumana nazo. Ndi chidziwitso ichi, makampani amatha kulunjika kusintha kwawo ndikuthana ndi zifukwa zomwe zimakhumudwitsa ogwiritsa ntchito. - Kulimbikitsa makasitomala
Mabizinesi amatha kuphunzira kuchokera kwa ogwiritsa ntchito momwe ogula amawonera ndikugwiritsa ntchito katundu ndi ntchito zawo. Mabizinesi atha kupeza mwayi wopititsa patsogolo luso la ogwiritsa ntchito mwa kukhathamiritsa magwiridwe antchito, kuwonjezera zatsopano, kapena kukweza mawonekedwe posanthula malingaliro a kasitomala. Izi zimathandiza makampani kupanga zokumana nazo zomveka komanso zosavuta kugwiritsa ntchito. - Kuzindikiritsa ndi kuthetsa zolakwika
Nsikidzi, zovuta, ndi zovuta zina zamaukadaulo zimanenedwa pafupipafupi ndi ogwiritsa ntchito akagwiritsa ntchito chinthu kapena ntchito. Kuyika kwa ogwiritsa ntchito ndi chida chothandizira kuzindikira zolakwika, zomwe zimathandiza makampani kupeza ndi kukonza zovuta zomwe zikadakhala zosazindikirika panthawi yachitukuko kapena kuyesa. Izi zimathandiza makampani kuti apereke zosintha mwachangu kapena zosintha, kupititsa patsogolo kugwiritsidwa ntchito ndi kudalirika kwazinthu zawo. - Kusintha kwazinthu ndi kukonza
Kuyika kwa ogwiritsa ntchito kumatha kubweretsa malingaliro atsopano ndi chitukuko. Mabizinesi amatha kuphunzira zomwe makasitomala amafuna ndi zomwe amafunikira popenda zomwe amapempha ndi malingaliro opangidwa ndi ogwiritsa ntchito. Izi zitha kulimbikitsa kuwongolera kwazinthu, zosintha, kapenanso kupanga zinthu zatsopano kapena ntchito zomwe zimakwaniritsa zosowa zamakasitomala. - Kumanga kukhulupirika kwa makasitomala
Mabizinesi amawonetsa kudzipereka kwawo pakukhutiritsa makasitomala mwa kupempha mwaukali ndikuyankha zomwe ogula apanga. Njira yolimbikitsirayi imatha kukulitsa chidwi chamakasitomala ndi kukhulupirika chifukwa makasitomala amafunikira kumva malingaliro awo ndikuwona zotsatira zenizeni kuchokera kumalingaliro awo. Makasitomala olimba komanso odzipereka amatha kupangidwa polumikizana ndi ogwiritsa ntchito ndikulemekeza awo viewmfundo. - Advantage mu mpikisano
Malingaliro a ogwiritsa ntchito angapangitse mabizinesi kukhala ndi mpikisano wampikisano. Mabizinesi atha kuwoneka bwino pamsika popititsa patsogolo malonda ndi ntchito mosalekeza kutengera mayankho a ogwiritsa ntchito. Atha kudziwonetsa ngati mabizinesi ongoganizira za ogwiritsa ntchito omwe amamvera zofuna za ogwiritsa ntchito ndikuwapatsa patsogolo kuti akope makasitomala atsopano ndikusunga omwe alipo.
Pomaliza, kasitomala reviews ndi chida chachikulu kwa makampani. Zimathandizira kupeza zovuta, kukulitsa luso la wogwiritsa ntchito, kuthetsa mavuto, kuyendetsa bwino zinthu, kukulitsa kukhulupirika kwamakasitomala, ndikukhala ndi mpikisano wampikisano. Mabizinesi amatha kupanga katundu ndi ntchito zomwe zimakwaniritsa zofunikira ndi zomwe makasitomala amayembekeza mwa kusonkhanitsa mwachangu, kuyang'ana, ndikuchitapo kanthu potengera zomwe ogwiritsa ntchito, pamapeto pake zimadzetsa chisangalalo chamakasitomala ndikuchita bwino pakampani.
KUFUNIKA KWA MAFUNSO A USER
Ndemanga za ogwiritsa ntchito ndizofunikira chifukwa zimathandiza makampani kuwunika momwe makasitomala amamvera pazogulitsa ndi ntchito zawo. Ikhoza kupereka kuwala pazinthu ndi ntchito zomwe anthu amazikonda kwambiri komanso kuzindikira madera omwe akufuna kusintha. Chidziwitsochi chitha kugwiritsidwa ntchito kudziwitsa zisankho zamtsogolo zamtsogolo, kuwonetsetsa kuti katundu ndi ntchito zikukwaniritsa zosowa ndi zomwe amayembekeza makasitomala awo.
Kukhutira kwamakasitomala kumathanso kukwezedwa ndipo ogwiritsa ntchito okhulupirika akhoza kukulitsidwa mothandizidwa ndi mayankho a ogwiritsa ntchito.
Onetsetsani kuti zotsatirazi zikuwonekera musanafunse ogula kuti akuuzeni:
- Cholinga chanu chomwe mwalengeza. Mukufuna kudziwa chiyani makamaka? Zitha kukhala momwe china chake chimawonekera, momwe chimagwirira ntchito, momwe wogwiritsa ntchito amakhudzira, zomwe msika kapena ogwiritsa ntchito akufuna, ndi zina.
- zida zanu. Kenako, lembani mndandanda wazinthu zomwe mungagwiritse ntchito polumikizana ndi makasitomala anu ndikuwafunsa kuti akuuzeni.
- Ziwerengero zomwe muli nazo. Dziwani momwe mungadziwire mukakwaniritsa cholinga chanu monga gawo lomaliza.
MIMERI ZOFUNIKA KWAMBIRI YA USER
Ma metrics awa akuphatikiza, pakati pa ena:
- Net Promoter Score (NPS):
Metric iyi imayesa kukhulupirika kwamakasitomala ndipo itha kugwiritsidwa ntchito kulosera momwe kasitomala angapangire zabwino kapena ntchito kwa ena. - Kukhutitsidwa kwa Makasitomala (CSAT):
Chizindikirochi chikuwonetsa momwe makasitomala okhutira ali ndi zabwino kapena ntchito. - Customer Effort Score (CES):
Metric iyi imayesa kuchuluka kwa ntchito yomwe wogula ayenera kuchita kuti agwiritse ntchito chinthu kapena ntchito kapena kuthetsa vuto. - Kugwirizana Kwambiri (FCR):
Metric iyi imawerengera kuchuluka kwa mafunso kuchokera kwa makasitomala omwe amayankhidwa nthawi yomweyo. - Chiwongola dzanja:
Chizindikirochi chimayang'ana momwe ogwiritsa ntchito amasiya kugwiritsa ntchito zabwino kapena ntchito. - Kugwiritsa Ntchito:
Muyezowu umayang'ana kangati kapena nthawi yayitali bwanji makasitomala amagwiritsa ntchito chinthu kapena ntchito yanu. - Mlingo wosunga:
Momwe anthu amabwerera kuzinthu kapena ntchito yanu mukagula kapena kuchezera koyamba kumawonetsedwa ndi chizindikiro ichi.
Ma metricwa amatha kuthandiza makampani kuphunzira zomwe makasitomala amaganiza za katundu ndi ntchito zawo, kuzindikira madera omwe angasinthidwe, ndikupanga zisankho zoyendetsedwa ndi data kuti zithandizire makasitomala.
KUFUNIKA KWA NTCHITO MAFUNSO MUKUKONZA MAWU OGWIRITSA NTCHITO
Ndemanga za ogwiritsa ntchito ndizothandiza kwambiri pakuwongolera maupangiri ogwiritsa ntchito. Makasitomala amadalira kwambiri mabuku ogwiritsira ntchito kuti amvetsetse ndikugwiritsa ntchito bwino chinthu kapena ntchito. Mabizinesi atha kupititsa patsogolo luso la ogwiritsa ntchito pozindikira malo omwe maupangiri awo angasowe, kumasulira malangizo osadziwika bwino, ndikupeza mayankho a kasitomala. Nazi njira zingapo zomwe ndemanga za ogwiritsa ntchito zimapindulira pakuwongolera:
- Kuzindikira mayendedwe osadziwika bwino kapena ododometsa
Kumvetsetsa malangizo ovuta kapena olembedwa bwino kungakhale kovuta kwa ogwiritsa ntchito. Mabizinesi amatha kuzindikira ma stages kapena magawo omwe anthu amawaona kuti ndi ovuta kapena osadziwika bwino posonkhanitsa ndemanga za ogwiritsa ntchito. Kuzindikira uku kumawathandiza kuti abwererensoview ndi kulembanso zigawozo, ndikupereka malangizo olondola omwe amaganiziranso za ogwiritsa ntchito. - Kuthana ndi zowawa zanthawi zonse
Akamagwiritsa ntchito chinthu, ogwiritsa ntchito nthawi zambiri amakumana ndi zowawa zodziwika bwino kapena magwero osakhutira. Ndemanga imathandizira mabungwe kudziwa zovuta izi ndikuwunika ngati buku la ogwiritsa ntchito lithana nazo moyenera. Mabizinesi atha kusintha bukhuli kuti lipereke malangizo omveka bwino komanso zothetsera mavuto pophunzira zovuta zomwe ogwiritsa ntchito amakumana nazo. - Zowonjezera chinenero ndi terminology:
Ndemanga za ogwiritsa ntchito zitha kuwulula zosankha za chilankhulo kapena mawu omwe ogwiritsa ntchito angawone zachilendo kapena zaukadaulo kwambiri. Mabizinesi amatha kuloza madera omwe mawu a bukhuli akuyenera kumveka bwino, kuphweka, kapena kuwongolera mwanjira ina.viewndi makasitomala ndemanga. Izi zimachepetsa kuthekera kwa kutanthauzira molakwika ndikutsimikizira kuti bukhuli likupezeka kwa owerenga ambiri. - Kufufuza zomwe zikusowa
Ogwiritsa ntchito atha kukumana ndi mipata yazidziwitso kapena njira zomwe zimawapangitsa kukhala osatsimikiza za magwiridwe antchito a chinthu. Ndemanga imazindikiritsa mipata iyi mu chidziwitso, kulola makampani kuwonjezera zofunikira pa bukhu lotsogolera. Pochita izi, ogwiritsa ntchito amatsimikiziridwa kuti ali ndi zonse zomwe akufuna kuti apindule kwambiri ndi mankhwalawa. - Umboni wa mphamvu ya ntchito ya thupi
Kufunika kwa bukhu la ogwiritsa ntchito lonse kumatsimikiziridwa ndi mayankho a ogwiritsa ntchito. Ndemanga zabwino zikusonyeza kuti bukhuli ndi lopangidwa bwino, lomveka bwino, ndipo limakwaniritsa zofuna za ogwiritsa ntchito. Malingaliro olakwika, kumbali ina, amazindikiritsa madera omwe akufunika kutukuka, kulola makampani kusintha bukhuli moyenera ndikuwongolera magwiridwe ake onse. - Kukula kobwerezabwereza
Maupangiri ogwiritsa ntchito nthawi zambiri amakhala opanda cholakwika akasindikizidwa koyamba. Mabizinesi amatha kugwiritsa ntchito njira yobwerezabwereza kuti awonjezere zolemba zawo pakapita nthawi popeza ndikuphatikiza ndemanga za ogwiritsa ntchito. Bukhuli limakonzedwanso ndikubwerezabwerezabwereza kwa wogwiritsa ntchito, kukhala omveka bwino, ofikirika, komanso mogwirizana ndi zomwe anthu amayembekezera.
Pomaliza, ndemanga za ogwiritsa ntchito ndizofunikira kwambiri pakukweza zolemba zamawu. Mabizinesi atha kupeza madera omwe angasinthidwe, kumveketsa malangizo, kuthana ndi zowawa zofala, kuwongolera chilankhulo ndi mawu, kudzaza mipata yazidziwitso, kutsimikizira kugwira ntchito, ndikuchitapo kanthu mobwerezabwereza pomvetsera mwachidwi zomwe ogwiritsa ntchito akumana nazo. Ndi njira yobwerezabwereza iyi, malangizo ogwiritsira ntchito amasinthidwa mogwirizana ndi zofunikira za ogwiritsa ntchito, pamapeto pake amapatsa makasitomala chithandizo chabwinoko ndikuwalola kuti apindule kwambiri ndi katundu kapena ntchito zomwe amagwiritsa ntchito.