ভালো গ্রাহক অভিজ্ঞতা সৃস্টির ১০ টি উপায় ।।

ডিজিটাল মার্কেটিং ট্রেন্ড  রিপোর্ট ২০১৭ বলছে যেসব কোম্পানির উপর জরিপ করা হয়েছে তার ২২% হচ্ছে এমন যাদের তৃতীয় বছরে গিয়ে গ্রাহকদের অভিজ্ঞাত  ( customer Experience)  বিষয়টা  কী তা নিয়ে আলোচনা করা যাক । একজন গ্রাহক ও একটি প্রতিষ্ঠানের মাঝে যত ধরনের মিথস্ক্রয়া হয় তার সামগ্রিক যোগ ফলকে এক কথায় গ্রাহক অভিজ্ঞতা বলা যেতে পারে।

একটি প্রতিষ্ঠানের সাথে একজন গ্রাহকের প্রতিটি ধাপ তিনি কিভাবে পার হচ্ছেন তার অনুভূতিই প্রতিষ্ঠানের বিশ্বস্ততার স্বাক্ষ্য দেয় । সেখান থেকেই নির্ধারিত হয়। ঐ গ্রাহক অনলাইন ,অফলাইন  সব ক্ষেত্রেই ঐ প্রতিষ্ঠানের জন্য অবদান রাখবে না কি ক্ষতি করবে । ব্যবহারকারী অভিজ্ঞাতা বনাম গ্রাহক সেবা ।

ব্যবহারকারীর অভিজ্ঞাতা ও গ্রাহক সেবা দুটি ভিন্ন বিষয় যার অনেক উপাদান আছে ।এগুলো সব সমন্বয় করে গ্রাহক অভিজ্ঞতা তৈরী হয়। ব্যবহারকারীর অভিজ্ঞাতা হচ্ছে  ওয়েবসাইট ভিজিটর। সফটওয়্যার ব্যবহারকারী  বা পন্য ব্যবহারকারীদের মিথস্ক্রয়া।  গ্রাহক সেবা হচ্ছে যখন ইসুএগুলো তৈরী হয়।  তখন প্রতিষ্ঠান গ্রাহকদের যে সাপোর্ট দিয়ে থাকে।  ওরাকল পরিচালিত একটি জরিপে দেখা গেছে ৭৪% সিনিয়র এক্সিকিউটিভগন বলেছেন গ্রাহক অভিজ্ঞতা প্রভাবিত হয় ।  গ্রাহকদের  আগ্রহ দ্বারা যাতে ব্রান্ডের প্রোমোশন হয় । পজেটিভ গ্রাহক অভিজ্ঞতার জন্য এখানে আমি কিছু পদ্ধতি আলোচনা করেছি ।

১। ইতিবাছক দৃষ্টিভঙ্গী – সর্বক্ষেত্রে গ্রাহকের সাথে

ইতিবাছক আচরন করুন। দীর্ঘ – মেয়াদী সম্পর্ক রক্ষার চিন্তা মাথায় রাখুন। এটি goodwill তৈরী  করবে।

২।  গ্রাহককে বুঝুন

গ্রাহকের মন – মানসিকতা বুঝার চেষ্টা করুন এবং সে অনুযায়ী প্রেষনার ব্যবস্হা করুন। গ্রাহকের প্রোফাইল সংরক্ষন করুন।

Adwords ,facebook, mixpanel ,twitter, Google analytic

ইত্যাদি টুলসগুলোর মার্কেটিং এনালাইটিক ব্যবহার করতে পারলে সবচেয়ে ভালো হয়। গ্রাহক সঠিক মেজাজে না থাকলে আচরন ঠিক নাও থাবকে পারে ।তা বুঝতে হবে।

৩ । গ্রাহকের প্রয়োজন / হতাশা / সতকর্তা

শুনুন খুব মনযোগ দিয়ে অথবা কার্যকরভাবে গ্রাহকের প্রয়োজন /  হতাশা / সতর্কতা ইত্যাদি শুনুন। এরপর আপনার শোনা ঠিক হয়েছে কিনা তা ভেরিফাই ও ক্লেরিফাই করুন।

৪ । নিজের ব্যবসার ভিশন, মিশন যাচাই করুন ।

আপনার ব্যবসার ঘোষিত ভিশন, মিশন ও প্রক্রিয়া সঠিক ও যথার্থ কিনা তা গভীরভাবে বিশ্লেষন করে পরীক্ষা করুন । গ্রাহক সন্তুষ্টির জন্য এটি খুবই জরুরী।

৫।  আপনার যোগােযগে সৎ থাকুন।

আপনার কোম্পানির কারনে কোন সমস্যা হলে সরাসরি স্বীকার করুন এবং তথ্যাবলী বিনয়ের সাথে ইতিবাচক পদ্দতিতে প্রকাশ করুন।

৬ । অভিজ্ঞতার পিছন থেকে কাজ করুন।

যখন থেকে গ্রাহক অভিজ্ঞতা ভালো করার পরিকল্পনা নিয়েছেন। তখন পেছন থেকে কাজ করুন । ইতিমধ্যে গ্রাহকদের রিভিউ বা মতামত সাপেক্ষে সংল্শিষ্ট জায়গাগুলোতে পরিবর্তন আনুন । নিজে ৩য় পক্ষকে গ্রাহক বানিয়ে  অভিজ্ঞতা দেখুন, খুব ছোট কোন সমস্যা চোখে পড়লেও তা সংশোধন করুন  ।

৭ । win – win solutions

গ্রাহকের ভুলের জন্য দোষারোপ না করে  win – win solutions  বের করুন ।

৮ । গ্রাহককে update জানিয়ে দিন।

আপনি যে  claim টি গ্রহন করেছেন। অথবা যে সমস্যা সমাধানের কথা বলেছেন তা বাস্তবায়ন করুন এবং গ্রাহককে update জানিয়ে দিন।

৯।  অভিজ্ঞতা উন্নত করুন।

আপনার field এ যারা প্রতিযোগি তা চিহ্নিত করুন। নিজেরা গ্রাহক হিসেবে তাদের অভিজ্ঞতা নান এবং আপনার কোম্পানির অভিজ্ঞতা তারচেয়ে উন্নত করুন।

১০।  গ্রাহকদের ধন্যবাদ দেয়া

গ্রাহক ও কর্মী অভিজ্ঞতা  গ্রাহকদের সব সময় ধন্যবাদ দেয়া, সকল কর্মকর্তা, কর্মচারীদের এ বিষয়ে সতর্ক থাকা প্রয়োজন  ।।

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