{"id":17534,"date":"2024-03-28T12:01:38","date_gmt":"2024-03-28T10:01:38","guid":{"rendered":"https:\/\/lindstromgroup.com\/ee\/?p=17534"},"modified":"2024-04-05T09:14:44","modified_gmt":"2024-04-05T07:14:44","slug":"iga-meie-klient-on-keskkonnakangelane","status":"publish","type":"post","link":"https:\/\/lindstromgroup.com\/ee\/artikkel\/iga-meie-klient-on-keskkonnakangelane\/","title":{"rendered":"Lindstr\u00f6mi kliendikogemuse juht: iga meie klient on keskkonnakangelane!"},"content":{"rendered":"\n

S\u00f5braliku ja samal ajal enesekindla naeratusega kliendikogemuse juht Katrin Fjodorova on hoolitsenud Lindstr\u00f6mi klientide heaolu eest 8 aastat, olles ettev\u00f5tte ridades t\u00f6\u00f6tanud veelgi kauem. Oktoobris Lindstr\u00f6mis t\u00e4histatud kliendikogemuse kuu raames k\u00fcsisime temalt, kuidas see klientide kogemuse kujundamine k\u00e4ib.<\/p>\n\n\n\n

Kuidas j\u00f5udsid kliendivaldkonda ja kui pikalt oled sel alal t\u00f6\u00f6tanud?<\/strong><\/h2>\n\n\n\n

Olen kliendikogemusega tegelenud aastast 2014, aga Lindstr\u00f6mis kokku t\u00f6\u00f6tanud juba \u00fcle 13 aasta.  Alustasin ostuosakonnas \u2013 see andis m\u00f5istmise ja arusaamise tarneahelast, samuti puutusin kokku klientide soovidega. Seej\u00e4rel tundsin, et ostuvaldkonnas olin maksimumi saavutanud ja tahtsin teha midagi veelgi t\u00e4henduslikumat. Asusin klienditoe juhi ametikohale \u2013 selles rollis sain teha koos halduritega visiite klientide juurde ja tundsin, et olen klientidele vahetult l\u00e4hedal. T\u00e4na juhin kliendituge, logistikat kui ka ostuvaldkonda.<\/p>\n\n\n\n

Mis on Sinu t\u00f6\u00f6 missioon?<\/strong><\/h2>\n\n\n\n

Minu t\u00f6\u00f6l on lihtne eesm\u00e4rk: soovin, et meie klient saaks olla v\u00e4ga rahul selle teenusega, mida ta tarbib. Pealtn\u00e4ha lihtne eesm\u00e4rk, aga siin on palju n\u00fcansse. Alustades sellest, et klient teadvustaks, millised \u00fcldse on tema vajadused, kuni selleni v\u00e4lja, kuidas ootusi meeskondlikult t\u00e4ita ja ka \u00fcletada.<\/p>\n\n\n\n

Milline on klientide rahulolu Lindstr\u00f6miga, kuidas seda m\u00f5\u00f5date ja kuidas see on aja jooksul muutunud?<\/strong><\/h2>\n\n\n\n

Me oleme suutnud oma kliendirahulolu <\/a>indeksit hoida j\u00e4rjepidevalt k\u00f5rgel tasemel, mis aga kindlasti ei t\u00e4henda, et arenguruum puuduks. Me t\u00f6\u00f6tame terve Lindstr\u00f6mi perega j\u00e4rjepidevalt selle nimel, et olla t\u00e4na parem kui eile ja siin m\u00e4ngib tagasiside v\u00e4ga suurt rolli. Varasemalt tegime kliendirahulolu uuringut kord aastas. Saime aru, et see v\u00e4lp on liig pikk – terve aasta l\u00e4heb aega, enne kui saame aru, kas oleme soovitud suunas liikunud. N\u00fc\u00fcd kogume infot jooksvalt, eri klienditeekonna etappides eri k\u00fcsitlustega ja anal\u00fc\u00fcsime tulemusi iga kuu, et saaksime kiiremini reageerida.<\/p>\n\n\n\n

Kohtume klientidega ka n\u00e4ost n\u00e4kku ja kasutame teisi suhtlusvahendeid, et saada teada, kuidas neil l\u00e4heb. Suurklientide puhul sageli k\u00fcsitakse, miks soovime kohtuda ettev\u00f5tte juhtidega. Meid huvitab, mis nende sektoris toimub, millised on nende visioonid, mida nad tulevikus saavutada soovivad. Saame selle info p\u00f5hjal kaasa m\u00f5elda, kuidas neid sel teekonnal toetada ja klientidele oma teenusega veelgi suuremat v\u00e4\u00e4rtust luua. Tahame olla kliendile partneriks, kellega \u00fcheskoos tulevikku kujundada. On v\u00e4ga hea meel tunda, et meid usaldatakse selles.<\/p>\n\n\n\n

Kas klientide tagasisidest on tulnud ka midagi \u00fcllatavat?<\/strong><\/h2>\n\n\n\n

Kuna k\u00fcsime tagasisidet pidevalt, siis see \u00fcldjuhul ennetab p\u00e4ris ootamatut tagasisidet. K\u00fcll aga saan n\u00e4ite tuua l\u00e4hiajast pisut \u00fcllatava tagasiside kohta, kus endale tundub, et oleme nii palju r\u00e4\u00e4kinud j\u00e4tkusuutlikkusest ja s\u00e4\u00e4stvast majandamisest, ent kliendid siiski tunnevad, et nad ei ole seda infot piisavalt saanud. See v\u00f5ib olla ka teema k\u00f5nekaks tegemise ja t\u00e4helepanu tekitamise k\u00fcsimus.<\/p>\n\n\n\n

Oled valdkonnas t\u00f6\u00f6tanud juba \u00fcsna pikka aega. Kuidas on klientide ootused selle aja jooksul muutunud?<\/strong><\/h2>\n\n\n\n

Suurenenud on soov teenust iseseivalt, mugavalt ja paindlikult hallata. Nii nagu teisteski valdkondades, on ka siin kontroll l\u00e4inud rohkem teenuse ostja k\u00e4tte ning selleks annab t\u00f6\u00f6riistad digitaliseerimine. V\u00e4ga hinnatakse eLindstr\u00f6m keskkonda, mis v\u00f5imaldab ise teenust hallata, annab l\u00e4bipaistvuse ja paindlikkuse. See on mugav \u2013 klient ei s\u00f5ltu kellestki teisest, vaid teeb toimingud sellisel ajal ja kohas, nagu talle sobib.<\/p>\n\n\n\n

T\u00e4helepanu keskkonnale ja oma tegevuse jalaj\u00e4ljele on kindlasti suurenenud. K\u00f5ik kliendid, kes r\u00f5iva v\u00f5i muu tekstiili ostu asemel on valinud renditeenuse, on juba keskkonnahoiu m\u00f5ttes kangelased! \u00dcks pool on t\u00f6\u00f6stuses ressursis\u00e4\u00e4stlikum r\u00f5iva hooldus, teine aga see, et tagame riidele maksimaalse eluea. Kui nr 46 r\u00f5ivast kandnud t\u00f6\u00f6taja lahkub ja asemele tulija vajab numbrit 56, siis saame senise r\u00f5iva rentida teisele ettev\u00f5ttele ja sedasi riide eluiga v\u00f5imalikult palju pikendada. Samuti pikendab \u00f5ige hooldus ja parandamine oluliselt riide eluiga.<\/p>\n\n\n\n

Heameel on ka n\u00e4ha, et kliendid n\u00e4evad \u00fcha rohkem teenuse laiemat lisav\u00e4\u00e4rtust. N\u00e4iteks t\u00e4hendab puhas vaip ka seda, et koristusteenust pole nii tihti vaja, samuti on see sisekujunduselement ja loob atmosf\u00e4\u00e4ri.<\/p>\n\n\n\n

Kui klient j\u00e4tab tekstiilidega tegelemise selle ala proffide k\u00e4tte, saab ta keskenduda oma tegevusalale ja sellega luua rohkem lisandv\u00e4\u00e4rtust. R\u00f5hutan siiralt veelkord, et k\u00f5ik meie kliendid on teinud j\u00e4tkusuutlikkust silmas pidades v\u00e4ga v\u00e4\u00e4rt otsuse ja on t\u00f5elised kangelased.<\/p>\n\n\n\n

Mida pead Lindstr\u00f6mi kliendirahulolu tagamisel parimaks uuenduseks?<\/strong><\/h2>\n\n\n\n

Kindlasti digitaliseerimine ja Lindstr\u00f6mi iseteeninduskeskkonna arendamine. V\u00e4ga palju uusi v\u00f5imalusi lisandus eLindstr\u00f6mi, kui hakkasime riideid kiibistama. Saame ideid teenuste arendamiseks palju klientidelt \u2013 olen \u00e4\u00e4rmiselt t\u00e4nulik klientidele, kes v\u00f5tavad aja, et tagasisidet anda. Varasemalt oli r\u00f5iva ts\u00fckkel kliendile natuke pime ala \u2013 ei olnud \u00fclevaadet isikute kaupa, kuidas t\u00f6\u00f6tajad riideid kasutavad, kas neid kantakse, kas need on pesus k\u00e4inud, kus riie asub jne. N\u00fc\u00fcd on reaalajas \u00fclevaade olemas, klient saab r\u00f5ivakasutuse kohta v\u00e4ga palju andmeid ja selle pinnalt otsuseid teha.<\/p>\n\n\n\n

Mis on klientide tagasisidest tulnud v\u00e4lja arengukohana?<\/strong><\/h2>\n\n\n\n

See, mida saab veel paremini teha, on kommunikatsioon. Arusaamatused tekivad enamasti inimeste vahel v\u00e4hesest kommunikatsioonist v\u00f5i mittem\u00f5istmisest. Tegelikkuses on v\u00f5ti suhtluses.  Meie \u00fcks p\u00f5hiv\u00e4\u00e4rtusi on pikaajalised kliendisuhted ja selles on kommunikatsioonil v\u00e4ga suur roll.<\/p>\n\n\n\n

Milline on olnud Sinu jaoks k\u00f5ige raskem v\u00e4ljakutse v\u00f5i juhtum?<\/strong><\/h2>\n\n\n\n

Koroona tulek. See t\u00f5i v\u00e4ga palju ebakindlust ja kiirelt uutmoodi tegemise vajadust, ka klientidega oli palju vaja l\u00e4bi r\u00e4\u00e4kida ja m\u00f5lemale poolele sobivad kompromissid leida. Pikaajalised kliendisuhted t\u00e4hendavad seda, et vahel on ka raske. Uks kinni panna tundub lihtne, aga kas see on lahendus. Aitas meeskonnat\u00f6\u00f6 ja vastastikune m\u00f5istmine, teadmine, et oleme selles olukorras k\u00f5ik koos, inimlik suhtlus.<\/p>\n\n\n\n

Mis on parim kompliment v\u00f5i tagasiside, mida oled klientidelt saanud?<\/strong><\/h2>\n\n\n\n

Minule teevad k\u00f5ige rohkem heameelt sellised t\u00e4helepanekud, mis on olemuselt lihtsad ja siirad. Mul on hea meel, kui klient m\u00e4rkab autojuhi head k\u00e4itumist, m\u00fc\u00fcgijuhi meeldivat isiksust v\u00f5i tekstiilihooldajat, kes teeninduskeskuses riideid hooldab \u2013 et kellelgi \u00fcldse on meeles selle peale tulla ja tagasisidet anda! See on suur asi, kui t\u00e4nap\u00e4eva kiirel ajal keegi m\u00e4rkab pingutusi ja v\u00f5tab aja, et positiivset tagasisidet anda.<\/p>\n","protected":false},"excerpt":{"rendered":"

S\u00f5braliku ja samal ajal enesekindla naeratusega kliendikogemuse juht Katrin Fjodorova on hoolitsenud Lindstr\u00f6mi klientide heaolu eest 8 aastat, olles ettev\u00f5tte ridades t\u00f6\u00f6tanud veelgi kauem. Oktoobris…<\/p>\n","protected":false},"author":14,"featured_media":17625,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":true,"inline_featured_image":false,"_eb_attr":"","site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center 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