{"id":18340,"date":"2025-01-27T18:20:59","date_gmt":"2025-01-27T16:20:59","guid":{"rendered":"https:\/\/lindstromgroup.com\/rs\/?p=18340"},"modified":"2025-05-13T13:08:26","modified_gmt":"2025-05-13T11:08:26","slug":"jacanje-odnosa-sa-klijentima-kroz-uvid-i-razumevanje","status":"publish","type":"post","link":"https:\/\/lindstromgroup.com\/rs\/clanci\/jacanje-odnosa-sa-klijentima-kroz-uvid-i-razumevanje\/","title":{"rendered":"Ja\u010danje odnosa sa klijentima kroz uvid i razumevanje"},"content":{"rendered":"\n<p><strong>Pre nekoliko godina primetili smo ne\u0161to intrigantno. Na\u0161i pokazatelji korisni\u010dkog iskustva bili su impresivni. Net Promoter Score (NPS) prema\u0161io je +50, a nivo zadovoljstva na\u0161ih kupaca je konstantno prema\u0161ivao na\u0161e ciljeve. Na povr\u0161ini, sve je izgledalo savr\u0161eno kada se radi o na\u0161im odnosima sa klijentima. Dakle, mo\u017eemo li se prosto opustiti i proslaviti to? Da li smo zaista radili toliko dobro da nisu bila potrebna dalja pobolj\u0161anja? Mi nismo tako mislili.<\/strong><\/p>\n\n\n\n<p>Shvatili smo da su nam potrebni dublji, prakti\u010dniji uvidi, kako bismo jo\u0161 bolje slu\u017eili svojim klijentima. A to shvatanje je podstaklo ideju da se malo prepravi na\u010din na koji merimo zadovoljstvo klijenata. Rezultat je bila obnovljena anketa Glasa Klijenata, koja je osmi\u0161ljena tako da zna\u010dajno oja\u010da na\u0161e odnose sa klijentima kroz bogatije uvide.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Postavljanje kupaca u srce svake interakcije<\/strong><\/h2>\n\n\n\n<p>\u201e\u017delimo da osiguramo da svaki susret sa nama bude \u0161to jednostavniji i lak\u0161i za na\u0161e klijente i da oni osete na\u0161u pa\u017enju na svakom koraku svog putovanja,\u201c obja\u0161njava <strong>Teija Kuustonen<\/strong>, \u0161ef Fast Track odeljenja. \u201eUvidi u probleme klijenata su klju\u010dni za razumevanje toga \u0161ta stvara vrednost, a \u0161ta uzrokuje bol na\u0161im klijentima. Oni nam omoguc\u0301avaju da pobolj\u0161amo njihovo ukupno iskustvo.\u201d<\/p>\n\n\n\n<p><strong>Salla Kosonen<\/strong>, na\u0161 menad\u017eer za korisni\u010dko iskustvo i pokreta\u010dka snaga ovog projekta, dodaje: \u201eUz pomoc\u0301 na\u0161e nove platforme korisni\u010dkog iskustva, mo\u017eemo prikupiti preciznije i efektivnije povratne informacije. A to nam poma\u017ee da kontinuirano pobolj\u0161avamo na\u0161e usluge i brzo re\u0161avamo sve probleme.\u201d<\/p>\n\n\n\n<p>Uvid u klijente ima dve klju\u010dne svrhe: ja\u010danje odnosa sa klijentima i pobolj\u0161anje na\u0161ih usluga i procesa kako bismo bolje ispunili njihova o\u010dekivanja.<\/p>\n\n\n\n<p>\u201eZahvaljujuc\u0301i novom modelu Glasa Klijenata, mo\u017eemo pratiti kako klijenti do\u017eivljavaju klju\u010dne faze na svom putu sa nama. Na primer, \u0161ta dobro funkcioni\u0161e tokom procesa kupovine usluge, ili gde mo\u017eemo da se pobolj\u0161amo kada klijenti uzmu neke nove usluge\u201c, obja\u0161njava Kuustonen. \u201eOvaj model tako\u0111e daje holisti\u010dki pogled na sveukupno iskustvo na\u0161ih klijenata sa Lindstr\u00f6mom.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Od izazova do pozitivnih povratnih informacija<\/strong><\/h2>\n\n\n\n<p>Put ka rekonstrukciji ankete nije pro\u0161ao bez izazova. Identifikovanje pravog re\u0161enja za na\u0161e rastuc\u0301e potrebe za naprednom, prediktivnom analitikom nije bilo mali zadatak. Tranzicija i integracija postojec\u0301ih podataka u novi sistem zahtevali su pa\u017eljivo planiranje. \u0160tavi\u0161e, anga\u017eovanje svih na\u0161ih timova i njihovo pripremanje za ovu promenu u operacijama bilo je klju\u010dno.<\/p>\n\n\n\n<p>Uprkos ovim izazovima, rezultat je bio vredan truda. \u201ePovratne informacije kupaca su bile izuzetno pozitivne\u201c, ka\u017ee Kosonen. \u201eZa mene, povratne informacije koje najvi\u0161e nagra\u0111uju su one kada klijenti poimence hvale pojedine \u010dlanove tima za izvanrednu uslugu. Na\u0161i timovi na prvoj liniji i predstavnici u isporuci su lice na\u0161e kompanije. Divno je videti da su izgradili tako sna\u017ene, li\u010dne veze sa na\u0161im klijentima.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Pokretanje razvoja u isporukama klijentima<\/strong><\/h2>\n\n\n\n<p><strong>Taneli Ranki<\/strong>, \u0161ef slu\u017ebe za isporuku, nagla\u0161ava kako nova anketa omoguc\u0301ava razvoj na vi\u0161e nivoa. \u201eOvaj novi pristup nam poma\u017ee da bolje razumemo \u0161ta klijenti o\u010dekuju od nas i omoguc\u0301ava nam da pobolj\u0161amo svoje usluge\u201c, obja\u0161njava Ranki. \u201eNa\u0161i predstavnici ne samo da zavr\u0161avaju transakcijske zadatke \u2013 oni pru\u017eaju usluge na\u0161im klijentima. Nova anketa nam omoguc\u0301ava da brzo odgovorimo na povratne informacije dobijene od klijenata, da prepoznamo oblasti u kojima nismo ba\u0161 uspe\u0161ni, a tako\u0111e i da pohvalimo pojedince koji dobiju pozitivne povratne informacije.<\/p>\n\n\n\n<p>On tako\u0111e isti\u010de \u0161iri uticaj ovog projekta: \u201eSvi\u0111a mi se \u010dinjenica da ovo unosi vi\u0161e goriva u na\u0161 razvojni rad. Lokalno, sti\u010demo uvide kako bismo pobolj\u0161ali kvalitet usluge i operativnu efikasnost. Globalno, bolje razumemo \u0161ta klijenti od nas o\u010dekuju u buduc\u0301nosti, \u0161to nam omoguc\u0301ava da se prilagodimo i zadovoljimo njihove potrebe koje stalno evoluiraju.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Temelj za budu\u0107nost<\/strong><\/h2>\n\n\n\n<p>Pobolj\u0161anjem na\u010dina na koji slu\u0161amo i u\u010dimo od na\u0161ih klijenata, mi pobolj\u0161avamo korisni\u010dko iskustvo danas i gradimo ja\u010de odnose za buduc\u0301nost. Na\u0161a obnovljena anketa daje nam neprekidan protok vrednih uvida. Ona nam omoguc\u0301ava da pobolj\u0161amo usluge i, na kraju, produbimo na\u0161u vezu sa klijentima.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p>Vredi pomenuti i to da je u 2024. godini, na skali 1-5 <strong>rezultat merenja zadovoljstva na\u0161ih klijenata u Srbiji bio \u010dak 4,6.<\/strong> Ovaj rezultat Lindstr\u00f6m d.o.o. stavlja u sam vrh po zadovoljstvu klijenata u celoj Lindstr\u00f6m grupi. Slobodno se javite ako \u017eelite da saznate \u0161ta je to \u0161to radimo toliko dobro.<\/p>\n\n\n\n<div style=\"height:19px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n    <div \n        id=\"cta-with-image-block_0c31247045a7d0feb9471502de460ce6\" \n        class=\"cta-with-image\"\n    >\n        <div class=\"cta__content\" style=\"color: #ffffff; background-color: #003f72\">\n            <div class=\"content__title\">\u017delite li besplatnu probu na\u0161e usluge?<\/div>\n            <div class=\"content__description\">Besplatna proba usluge iznajmljivanja radne ode\u0107e: uverite se li\u010dno u kvalitet na\u0161e usluge.<\/div>\n            <div class=\"content__button-links\">\n                                    <div class=\"button-link\">\n                        <a \n                            href=\"https:\/\/lindstromgroup.com\/rs\/besplatna-proba-usluge-iznajmljivanja-radnih-uniformi\/#contact\" \n                            style=\"background-color: #003f72; color: #ffffff; border: 2px solid \"\n                        >\n                            Po\u0161aljite zahtev za besplatni probni period                        <\/a>\n                    <\/div>\n                            <\/div>\n        <\/div>\n        <div class=\"cta__image\"><img decoding=\"async\" src=\"https:\/\/d2ris6qfzcz0wn.cloudfront.net\/wp-content\/uploads\/sites\/18\/2024\/10\/Service-representative_with-customer_007_Lindstrom-1-768x513-1.jpg\" alt=\"\" \/><\/div>\n    <\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Mo\u017eda \u0107e vas zanimati i<\/h2>\n\n\n\n<style>\n    @media only screen and (max-width: 1200px) {\n        #block_b660112810af8045fef322c421cd3cec .blogposts__container {\n            grid-template-columns: repeat(4, 1fr);\n        }\n    }\n<\/style>\n\n            <div \n            id=\"block_b660112810af8045fef322c421cd3cec\" \n            class=\"blogposts blogposts--block_b660112810af8045fef322c421cd3cec \"\n        >\n            <div class=\"blogposts\">\n                <div class=\"blogposts__container post-row\">\n                    \n        <div class='post-card relative' data-index='17241'>\n            <img\n                class='post-card__image' \n                src='https:\/\/d2ris6qfzcz0wn.cloudfront.net\/wp-content\/uploads\/sites\/18\/2024\/06\/61237208_XL-1024x683.webp' \n                alt='Upright Project je potvrdio na\u0161 pozitivan neto uticaj na planetu' \n            \/>\n            <div class='post-card__content'>\n                <div class='post-card__categories z-20'>\n            <a\n                class='post-card__category'\n                href='https:\/\/lindstromgroup.com\/rs\/category\/kompanijske-vesti\/'\n            >\n                Kompanijske vesti\n            <\/a><\/div>\n                <div class='post-card__title'>\n                    Upright Project je potvrdio na\u0161 pozitivan neto uticaj na planetu\n                <\/div>\n                <p class='post-card__excerpt'>\n                    Prema modelu Upright Net Impact, Lindstr\u00f6mov neto uticaj na planetu je neto pozitivan, \u0161to je ne\u0161to re\u0111i rezultat u tekstilnoj industriji.\n                <\/p>\n                <div class='post-card__tags z-20'>\n            <a\n                class='post-card__tag'\n                href='https:\/\/lindstromgroup.com\/rs\/tag\/cirkularna-ekonomija\/'\n                style='border: 1px solid ; color: ;'\n            >\n                #cirkularna ekonomija\n            <\/a>\n            <a\n                class='post-card__tag'\n                href='https:\/\/lindstromgroup.com\/rs\/tag\/neto-nula\/'\n                style='border: 1px solid ; color: ;'\n            >\n                #neto-nula\n            <\/a>\n            <a\n                class='post-card__tag'\n                href='https:\/\/lindstromgroup.com\/rs\/tag\/odrzivost\/'\n                style='border: 1px solid ; color: ;'\n            >\n                #odr\u017eivost\n            <\/a>\n            <a\n                class='post-card__tag'\n                href='https:\/\/lindstromgroup.com\/rs\/tag\/radna-odela\/'\n                style='border: 1px solid ; color: ;'\n            >\n                #radna odela\n            <\/a>\n            <a\n                class='post-card__tag'\n                href='https:\/\/lindstromgroup.com\/rs\/tag\/staze-i-otiraci\/'\n                style='border: 1px solid ; color: ;'\n            >\n                #staze i otira\u010di\n            <\/a><\/div>\n            <\/div>\n            <a href='\/rs\/kompanijske-vesti\/upright-project-je-potvrdio-nas-pozitivan-neto-uticaj-na-planetu\/' class='absolute inset-0 w-full h-full z-10'><\/a>\n        <\/div>\n    \n        <div class='post-card relative' data-index='16951'>\n            <img\n                class='post-card__image' \n                src='https:\/\/d2ris6qfzcz0wn.cloudfront.net\/wp-content\/uploads\/sites\/12\/2024\/04\/NETO-NULL-1024x576.png.webp' \n                alt='Prerada tekstilnog otpada predstavlja izazov' \n            \/>\n            <div class='post-card__content'>\n                <div class='post-card__categories z-20'>\n            <a\n                class='post-card__category'\n                href='https:\/\/lindstromgroup.com\/rs\/category\/kompanijske-vesti\/'\n            >\n                Kompanijske vesti\n            <\/a><\/div>\n                <div class='post-card__title'>\n                    Prerada tekstilnog otpada predstavlja izazov\n                <\/div>\n                <p class='post-card__excerpt'>\n                    Odr\u017eivost i cirkularna ekonomija su utkani u temelje poslovanja kompanije Lindstr\u00f6m. Kolika je upotreba tekstila u kompaniji, koliko tekstilnog otpada kompanija proizvodi i kakvi su planovi i akcije za njegovo smanjenje do 2020. godine, pro\u010ditajte u ovom tekstu.\n                <\/p>\n                <div class='post-card__tags z-20'>\n            <a\n                class='post-card__tag'\n                href='https:\/\/lindstromgroup.com\/rs\/tag\/dizajn-staze\/'\n                style='border: 1px solid ; color: ;'\n            >\n                #dizajn staze\n            <\/a>\n            <a\n                class='post-card__tag'\n                href='https:\/\/lindstromgroup.com\/rs\/tag\/ergonomske-staze\/'\n                style='border: 1px solid ; color: ;'\n            >\n                #ergonomske staze\n            <\/a>\n            <a\n                class='post-card__tag'\n                href='https:\/\/lindstromgroup.com\/rs\/tag\/odrzivost\/'\n                style='border: 1px solid ; color: ;'\n            >\n                #odr\u017eivost\n            <\/a>\n            <a\n                class='post-card__tag'\n                href='https:\/\/lindstromgroup.com\/rs\/tag\/radna-odela\/'\n                style='border: 1px solid ; color: ;'\n            >\n                #radna odela\n            <\/a>\n            <a\n                class='post-card__tag'\n                href='https:\/\/lindstromgroup.com\/rs\/tag\/standardne-staze\/'\n                style='border: 1px solid ; color: ;'\n            >\n                #standardne staze\n            <\/a>\n            <a\n                class='post-card__tag'\n                href='https:\/\/lindstromgroup.com\/rs\/tag\/staze-i-otiraci\/'\n                style='border: 1px solid ; color: ;'\n            >\n                #staze i otira\u010di\n            <\/a><\/div>\n            <\/div>\n            <a href='\/rs\/kompanijske-vesti\/prerada-tekstilnog-otpada-predstavlja-izazov\/' class='absolute inset-0 w-full h-full z-10'><\/a>\n        <\/div>\n    \n        <div class='post-card relative' data-index='18213'>\n            <img\n                class='post-card__image' \n                src='https:\/\/d2ris6qfzcz0wn.cloudfront.net\/wp-content\/uploads\/sites\/18\/2024\/12\/Lind_ecovadis24-1024x555.jpg' \n                alt='Lindstr\u00f6m je dobio EcoVadisovu platinastu medalju za izvanredan u\u010dinak po pitanju odr\u017eivosti' \n            \/>\n            <div class='post-card__content'>\n                <div class='post-card__categories z-20'>\n            <a\n                class='post-card__category'\n                href='https:\/\/lindstromgroup.com\/rs\/category\/kompanijske-vesti\/'\n            >\n                Kompanijske vesti\n            <\/a><\/div>\n                <div class='post-card__title'>\n                    Lindstr\u00f6m je dobio EcoVadisovu platinastu medalju za izvanredan u\u010dinak po pitanju odr\u017eivosti\n                <\/div>\n                <p class='post-card__excerpt'>\n                    Platinasta medalja EcoVadisa, vode\u0107eg svetskog provajdera rejtinga odr\u017eivosti, svrstava nas u najboljih 1% me\u0111u vi\u0161e od 130.000 ocenjenih kompanija.\n                <\/p>\n                <div class='post-card__tags z-20'>\n            <a\n                class='post-card__tag'\n                href='https:\/\/lindstromgroup.com\/rs\/tag\/cirkularna-ekonomija\/'\n                style='border: 1px solid ; color: ;'\n            >\n                #cirkularna ekonomija\n            <\/a>\n            <a\n                class='post-card__tag'\n                href='https:\/\/lindstromgroup.com\/rs\/tag\/odrzivost\/'\n                style='border: 1px solid ; color: ;'\n            >\n                #odr\u017eivost\n            <\/a><\/div>\n            <\/div>\n            <a href='\/rs\/kompanijske-vesti\/lindstrom-je-dobio-ecovadisovu-platinastu-medalju-za-izvanredan-ucinak-po-pitanju-odrzivosti\/' class='absolute inset-0 w-full h-full z-10'><\/a>\n        <\/div>\n                    <\/div>\n                <div class=\"post-row-mobile-carousel\"><\/div>\n            <\/div>\n        <\/div>\n    \n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Pre nekoliko godina, u Lindstr\u00f6mu smo shvatili da su nam potrebni dublji, prakti\u010dniji uvidi, kako bismo jo\u0161 bolje pomagali svojim klijentima. A to je podstaklo ideju da se malo prepravi na\u010din na koji merimo zadovoljstvo klijenata. Rezultat je bila obnovljena anketa Glas Klijenata, osmi\u0161ljena tako da zna\u010dajno oja\u010da na\u0161e odnose sa klijentima kroz bogatije uvide.<\/p>\n","protected":false},"author":14,"featured_media":18341,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"_eb_attr":"","site-sidebar-layout":"default","site-content-layout":"default","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 center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[100],"tags":[78],"coauthors":[20],"class_list":["post-18340","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-clanci","tag-korisnicko-iskustvo"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Ja\u010danje odnosa sa klijentima kroz uvid i razumevanje - Lindstr\u00f6m Serbia<\/title>\n<meta name=\"description\" content=\"Pre nekoliko godina, u Lindstr\u00f6mu smo shvatili da su nam potrebni dublji, prakti\u010dniji uvidi, kako bismo jo\u0161 bolje pomagali svojim klijentima. A to je nas je navelo da malo prepravimo na\u010din na koji merimo zadovoljstvo klijenata. Rezultat je bila obnovljena anketa Glas Klijenata, osmi\u0161ljena tako da zna\u010dajno oja\u010da na\u0161e odnose sa klijentima kroz bogatije uvide.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"sr_RS\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ja\u010danje odnosa sa klijentima kroz uvid i razumevanje - Lindstr\u00f6m Serbia\" \/>\n<meta property=\"og:description\" content=\"Pre nekoliko godina, u Lindstr\u00f6mu smo shvatili da su nam potrebni dublji, prakti\u010dniji uvidi, kako bismo jo\u0161 bolje pomagali svojim klijentima. A to je nas je navelo da malo prepravimo na\u010din na koji merimo zadovoljstvo klijenata. 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