{"id":1118,"date":"2026-10-15T20:10:52","date_gmt":"2026-10-15T17:10:52","guid":{"rendered":"https:\/\/sigorta.nesiblog.com\/?p=1118"},"modified":"2026-10-15T20:10:52","modified_gmt":"2026-10-15T17:10:52","slug":"neova-sigortadan-kriz-aninda-guven-vurgusu","status":"publish","type":"post","link":"https:\/\/sigorta.nesiblog.com\/?p=1118","title":{"rendered":"Neova Sigorta\u2019dan kriz an\u0131nda g\u00fcven vurgusu"},"content":{"rendered":"<h4 class=\"wp-block-heading\"><strong>Neova Sigorta CMO\u2019su Sami Kaya, Meetup Istanbul 2026\u2019da sigortac\u0131l\u0131kta marka deneyimini belirleyen unsurlar\u0131 de\u011ferlendirdi. Dijitalle\u015fmeyle kontrol\u00fcn markalardan m\u00fc\u015fterilere ge\u00e7ti\u011fini belirten Kaya, hasar ve kriz anlar\u0131nda h\u0131zl\u0131, \u015feffaf ve g\u00fcven veren hizmetin \u00f6nemine dikkat \u00e7ekti.<\/strong><\/h4>\n<p class=\"wp-block-paragraph\"><strong>\u201cBeyond Control\u201d<\/strong> temas\u0131yla 13 Ekim\u2019de UNIQ \u0130stanbul\u2019da d\u00fczenlenen <strong>Meetup \u0130stanbul 2026<\/strong>, pazarlama, ileti\u015fim ve i\u015f d\u00fcnyas\u0131n\u0131n temsilcilerini bulu\u015fturdu. Etkinlikte \u201c\u00c7ok Payda\u015fl\u0131 D\u00fcnyada Marka ve Deneyimi Y\u00f6netmek\u201d ba\u015fl\u0131kl\u0131 bir konu\u015fma yapan <strong>Neova Sigorta CMO\u2019su Sami Kaya<\/strong>, m\u00fc\u015fteri beklentilerindeki de\u011fi\u015fimi ve dijitalle\u015fmenin marka y\u00f6netimine etkilerini ele ald\u0131.<\/p>\n<p class=\"wp-block-paragraph\">Sigorta sekt\u00f6r\u00fcn\u00fcn \u00e7ok payda\u015fl\u0131 yap\u0131s\u0131na da de\u011finen Kaya, t\u00fcketicilerin hizmet kalitesiyle birlikte markalar\u0131n beklenmedik durumlar kar\u015f\u0131s\u0131nda nas\u0131l hareket etti\u011fini de\u011ferlendirdi\u011fini belirtti.<\/p>\n<h4 class=\"wp-block-heading\"><strong>\u201cHasar ve kriz anlar\u0131, m\u00fc\u015fteri ili\u015fkilerinin en kritik noktalar\u0131n\u0131 olu\u015fturuyor\u201d<\/strong><\/h4>\n<p class=\"wp-block-paragraph\">Y\u00fcksek hizmet kalitesinin tek ba\u015f\u0131na g\u00fc\u00e7l\u00fc bir marka alg\u0131s\u0131 olu\u015fturmaya yetmedi\u011fini ifade eden Kaya, sigorta \u015firketleriyle m\u00fc\u015fterileri aras\u0131ndaki do\u011frudan temas\u0131n y\u0131l i\u00e7inde s\u0131n\u0131rl\u0131 kald\u0131\u011f\u0131n\u0131 s\u00f6yledi. Bu nedenle hasar ve kriz anlar\u0131n\u0131n, ili\u015fkinin en kritik noktalar\u0131n\u0131 olu\u015fturdu\u011funu vurgulad\u0131.<\/p>\n<p class=\"wp-block-paragraph\">Kaya, beklenmedik bir kazada m\u00fc\u015fterinin ya\u015fad\u0131\u011f\u0131 kayg\u0131y\u0131 \u201cBeklenmedik bir kazada m\u00fc\u015fterinin as\u0131l kayg\u0131s\u0131 \u00e7o\u011fu zaman maddi hasardan ziyade kontrol\u00fc kaybetme duygusundan kaynaklan\u0131yor. B\u00f6yle anlarda h\u0131zl\u0131, \u015feffaf ve g\u00fcven veren bir s\u00fcre\u00e7 y\u00f6netimi b\u00fcy\u00fck \u00f6nem ta\u015f\u0131yor\u201d ifadeleriyle aktard\u0131.<\/p>\n<p class=\"wp-block-paragraph\">Kriz an\u0131ndaki deneyimin eksperler, \u00e7ekici hizmetleri, onar\u0131m s\u00fcre\u00e7leri ve m\u00fc\u015fteri temsilcilerinin ortak katk\u0131s\u0131yla olu\u015ftu\u011funu belirten Kaya, \u201cBu yap\u0131da g\u00fc\u00e7l\u00fc bir hizmet sunmak, payda\u015flar aras\u0131nda etkin koordinasyon gerektiriyor\u201d dedi.<\/p>\n<h4 class=\"wp-block-heading\"><strong>\u201cDeneyimin hangi a\u015famada, nas\u0131l \u015fekillendi\u011fini de g\u00f6rebilmek gerekiyor\u201d<\/strong><\/h4>\n<p class=\"wp-block-paragraph\">M\u00fc\u015fteri deneyimini \u00f6l\u00e7erken geleneksel memnuniyet anketleriyle s\u0131n\u0131rl\u0131 kal\u0131nmamas\u0131 gerekti\u011fini belirten Kaya, farkl\u0131 temas noktalar\u0131ndaki verilerin birlikte de\u011ferlendirilmesinin \u00f6nemine i\u015faret etti. Bu yakla\u015f\u0131m\u0131n, m\u00fc\u015fteri yolculu\u011fundaki aksakl\u0131klar\u0131 erken fark etmeyi ve sorunlara h\u0131zla m\u00fcdahale etmeyi m\u00fcmk\u00fcn k\u0131ld\u0131\u011f\u0131n\u0131 ifade etti.<\/p>\n<p class=\"wp-block-paragraph\">\u201cM\u00fc\u015fteri deneyimini do\u011fru y\u00f6netebilmek i\u00e7in yaln\u0131zca s\u00fcrecin sonunda m\u00fc\u015fterinin ne d\u00fc\u015f\u00fcnd\u00fc\u011f\u00fcn\u00fc bilmek yeterli de\u011fil\u201d diyen Kaya, \u015f\u00f6yle devam etti: \u201cDeneyimin hangi a\u015famada, nas\u0131l \u015fekillendi\u011fini de g\u00f6rebilmek gerekiyor. Farkl\u0131 temas noktalar\u0131ndan elde edilen veriler, m\u00fc\u015fterilerimizin ihtiya\u00e7lar\u0131na daha h\u0131zl\u0131 yan\u0131t vermemizi sa\u011fl\u0131yor. Teknolojiyi, insan odakl\u0131 hizmet anlay\u0131\u015f\u0131n\u0131 g\u00fc\u00e7lendiren \u00f6nemli bir ara\u00e7 olarak g\u00f6r\u00fcyoruz.\u201d<\/p>\n<h4 class=\"wp-block-heading\"><strong>\u201cAs\u0131l fark\u0131 bu bilgiyi do\u011fru bir hizmet deneyimine d\u00f6n\u00fc\u015ft\u00fcrmek yarat\u0131yor\u201d<\/strong><\/h4>\n<p class=\"wp-block-paragraph\">Dijitalle\u015fmenin, marka vaatleri kar\u015f\u0131s\u0131nda m\u00fc\u015fterilerin ya\u015fad\u0131\u011f\u0131 deneyimi daha belirleyici hale getirdi\u011fini s\u00f6yleyen Kaya, verinin tek ba\u015f\u0131na ba\u015far\u0131l\u0131 bir marka deneyimi olu\u015fturamayaca\u011f\u0131n\u0131 vurgulad\u0131.<\/p>\n<p class=\"wp-block-paragraph\">Veriyi m\u00fc\u015fteriyi anlamak i\u00e7in bir f\u0131rsat olarak g\u00f6rd\u00fcklerini belirten Kaya, \u201cVeri bize m\u00fc\u015fteriyi daha iyi anlama f\u0131rsat\u0131 sunarken, as\u0131l fark\u0131 bu bilgiyi do\u011fru bir hizmet deneyimine d\u00f6n\u00fc\u015ft\u00fcrmek yarat\u0131yor\u201d dedi.<\/p>\n<p class=\"wp-block-paragraph\">Neova Sigorta\u2019da m\u00fc\u015fteri deneyimini g\u00fcven ili\u015fkisinin temel unsurlar\u0131ndan biri olarak ele ald\u0131klar\u0131n\u0131 ifade eden Kaya, farkl\u0131 payda\u015flar\u0131n dahil oldu\u011fu s\u00fcre\u00e7lerde \u015feffaf, h\u0131zl\u0131 ve kesintisiz hizmet sunmay\u0131 hedeflediklerini kaydetti. Kaya, konu\u015fmas\u0131n\u0131 \u201c\u00c7\u00fcnk\u00fc g\u00fc\u00e7l\u00fc markalar\u0131n gelece\u011fini yaln\u0131zca ne s\u00f6yledikleri de\u011fil, m\u00fc\u015fterilerine ne ya\u015fatt\u0131klar\u0131 belirleyecek\u201d s\u00f6zleriyle tamamlad\u0131.<\/p>\n<p class=\"wp-block-paragraph\">\n<div class=\"twitter-share\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fsigortamedya.com.tr%2Fneova-sigortadan-kriz-aninda-guven-vurgusu%2F&amp;via=sigortamedya\" class=\"twitter-share-button\">Tweet<\/a><\/div>\n<\/p>","protected":false},"excerpt":{"rendered":"<p>Neova Sigorta CMO\u2019su Sami Kaya, Meetup Istanbul 2026\u2019da sigortac\u0131l\u0131kta marka deneyimini belirleyen unsurlar\u0131 de\u011ferlendirdi. Dijitalle\u015fmeyle kontrol\u00fcn markalardan m\u00fc\u015fterilere ge\u00e7ti\u011fini belirten Kaya, hasar ve kriz anlar\u0131nda h\u0131zl\u0131, \u015feffaf ve g\u00fcven veren hizmetin \u00f6nemine dikkat \u00e7ekti. \u201cBeyond Control\u201d temas\u0131yla 13 Ekim\u2019de UNIQ<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-1118","post","type-post","status-publish","format-standard","hentry","category-genel"],"_links":{"self":[{"href":"https:\/\/sigorta.nesiblog.com\/index.php?rest_route=\/wp\/v2\/posts\/1118","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sigorta.nesiblog.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/sigorta.nesiblog.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/sigorta.nesiblog.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/sigorta.nesiblog.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1118"}],"version-history":[{"count":0,"href":"https:\/\/sigorta.nesiblog.com\/index.php?rest_route=\/wp\/v2\/posts\/1118\/revisions"}],"wp:attachment":[{"href":"https:\/\/sigorta.nesiblog.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1118"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/sigorta.nesiblog.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=1118"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/sigorta.nesiblog.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=1118"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}