Voice of the Customer
Customer experience management means the total value our customers place on our brand in line with their relationship with us at each point they have contact with Aydem. This value is an emotional assessment performed in light of the tangible data at our contact points.
In order to hear these emotional assessments from our customers in person, to empathize with them and to improve our business processes accordingly, the Customer Experience Team from our Marketing Directorate held an event titled “Voice of the Customer” in our head office on 15 January 2019.
Aimed at creating a “happy and loyal customer base”, this event helped us plan our actions to address the emotions of the customers we get in contact with during business processes, through our customer experience management efforts and correct interpretation of the human, process and technology.
As part of these actions, we focused on certain steps including ensuring service excellence for our existing customers, managing customer experience more efficiently, being more efficient in increasing profitability and/or reducing costs, and using kiosks, email, social media, live web support, web chatbot and web widget channels more efficiently in this regard.