I-IKEA Spain iqoke uMauricio Aranguren ukuba aqondise umnyango wayo we-Customer Experience. Lesi sinyathelo sihambisana nesu inkampani yaseSweden ebilokhu isebenza ukuliqinisa isikhathi esithile: ukuqinisekisa ukuthi abathengi bahlangabezana nobudlelwano obuqhubekayo nomkhiqizo, kungaba esitolo esingokoqobo, ku-inthanethi, ngohlelo lokusebenza, noma lapho bedinga ukuxazulula inkinga ngemva kokuthenga.
Ukuqokwa akubonwa njengoshintsho oluhlukile, kodwa kunalokho kubonwa njengomshini ohlanganisa iziteshi zobuso nobuso nezedijithali , ezokuthutha, ukwesekwa ngocingo, kanye nensizakalo yangemva kokuthengisa. Umqondo oyisisekelo uwukuthi yonke indawo yokuxhumana kufanele ibe yinzuzo nokuthi ayikho into okufanele ibe yisithiyo kumakhasimende.
Ipulatifomu yokuxhumanisa isitolo, i-inthanethi kanye ne-after-sales
Emsebenzini wakhe omusha, u-Aranguren uzobika ngqo ku- Alberto Fossati, uMqondisi we-Omnichannel we-IKEA Spain. Uzoba nesibopho sokuxhumanisa ulwazi olutholakala esitolo nolweziteshi zedijithali, isevisi yamakhasimende ekude, ezokuthutha, kanye nokusekelwa kwangemva kokuthengisa.
Le nkampani ifuna ikhasimende libe yisisekelo sezinqumo zayo nokuthi uhambo lwalo lube lula, kungakhathaliseki ukuthi likhethe yiphi indlela. Ukuthenga kudivayisi yeselula, ukuvakashela esitolo, ukushayela isevisi yamakhasimende ucingo, noma ukufaka isikhalazo mayelana ne-oda akufanele kuzwakale njengokuzwa okuhlukile, kodwa kunalokho kufane nezingxenye zesevisi efanayo.
Ungubani uMauricio Aranguren?
UMauricio Aranguren ubelokhu eyingxenye ye-IKEA Spain kusukela ngo-2020. Umsebenzi wakhe wokuqala omkhulu kwakuwukuphathwa kwendawo yesevisi yamakhasimende kanye neyangemva kokuthengisa (i-CARE) , indawo ebucayi kakhulu lapho kuphathwa khona izinkinga ezifana nenqubomgomo yokubuyisela impahla ye-IKEA Spain , ukulethwa, ukuhlanganiswa kanye nezigameko.
Kusukela ngo-2023, ubephethe indawo ye-Experience esikhungweni sesevisi yamakhasimende esikude . Lapho, wahlanganisa imisebenzi ehlobene nolwazi lomsebenzisi, ukuhlaziya, ikhwalithi, ulwazi, kanye nokuthuthukiswa kwephrojekthi, okumnike umbono obanzi wezinqubo zangaphakathi.
Ngaphambi kokujoyina i-IKEA, wachitha iminyaka eyi-19 eVodafone Spain . Enkampanini yezokuxhumana, wayephethe izikhundla ezihlobene nolwazi lwamakhasimende, ukumaketha komkhiqizo, kanye nokuphathwa kwamaphrojekthi obuchwepheshe, isizinda esihlanganisa ibhizinisi, ubuchwepheshe, kanye nobudlelwano namakhasimende.
Ngokwezemfundo, uneziqu ze-Telecommunications Engineering ezivela e-Alfonso X el Sabio University kanye ne- Executive MBA evela e-IESE Business School . Uneminyaka engaphezu kwengu-25 yesipiliyoni sobungcweti, ogxile ekuholeni kweqembu, ekuguqulweni kwebhizinisi, kanye nasekusunguleni izinto ezintsha.
Ukwehluleka kokusebenza okumbalwa kanye nensizakalo eqhubekayo
Ngesikhathi sakhe enkampanini, u-Aranguren ubelokhu ehilelekile ekusebenziseni izinqubomgomo ezintsha zangemva kokuthengisa eSpain. Ubelokhu ehilelekile ohlelweni lwe- First Time Right , oluhlose ukuqinisekisa ukuthi izinqubo ziyaphumelela ekuqaleni komzamo futhi lugweme izindleko ezengeziwe noma ukunganeliseki kwamakhasimende.
Esinye isici abagxile kuso ukuthuthukisa ukuxhumana kwe-oda namaqembu ezokuthutha kanye nabalingani bangaphandle. Lokhu kuxhumana kubalulekile ukuqinisekisa ukuthi abathengi bathola ulwazi lwakamuva futhi abazizwa sengathi i-oda labo lilahlekile.
Ukulinganisa ikhwalithi yesevisi yamakhasimende ekude kube yinto ebaluleke kakhulu. Umgomo uwukuba amakhasimende athole ukuphathwa okuqhubekayo kungakhathaliseki ukuthi isisebenzi siyabasiza noma isiteshi abasisebenzisayo—umsebenzi onzima lapho izitolo ezibonakalayo, amawebhusayithi, izinhlelo zokusebenza, kanye nezinketho zocingo zikhona.
Inselele yokukhula ngaphandle kokulahlekelwa ukusondelana
I-IKEA Spain ibhekene nenselele yokwandisa amafomethi ayo neziteshi ngaphandle kokwenza ubudlelwano namakhasimende bungabi yinto yobuntu noma bube nzima. Okuhlangenwe nakho kuhlanganisa konke kusukela ekuthengeni nasekulethweni kuya ensizeni yangemva kokuthengisa, futhi inkampani ifuna lolu hambo lube lula futhi luhambisane kuzo zonke izindawo zokuthintana.
Ngakho-ke, umsebenzi ka-Aranguren awugcini nje ekuxazululeni izinkinga. Uphinde uhilele nendlela umthengi asekelwa ngayo kulo lonke ukuthengwa, ukulethwa, kanye nensizakalo yangemva kokuthengisa. Kuwo wonke lohambo, ukuvumelana kuzo zonke iziteshi kuba yinto ebalulekile ukuze umkhiqizo uhlale ufinyeleleka futhi ufinyeleleka kalula.
Ngalesi sinyathelo, i-IKEA Spain ibheja umphathi oyaziyo inkampani ngaphakathi nangaphandle futhi osebenze ngezikhathi ezibucayi kakhulu ebudlelwaneni namakhasimende. Umsebenzi wabo kuzoba ukuhumusha lolo lwazi lube yisipiliyoni somkhiqizo wonke, okwenza konke ukuxhumana kube lula, kuhambisane kakhudlwana, futhi kube ngokomuntu siqu , ngaphandle kokukhula kwenkampani okuphazamisa ukungeneka kwayo okuphawulekayo.