{"id":56,"date":"2026-11-02T20:46:16","date_gmt":"2026-11-02T18:46:16","guid":{"rendered":"http:\/\/localhost\/teeninduskunst\/?page_id=56"},"modified":"2026-11-03T19:21:35","modified_gmt":"2026-11-03T17:21:35","slug":"mis-on-kliendikogemus","status":"publish","type":"page","link":"https:\/\/teeninduskunst.eu\/?page_id=56","title":{"rendered":"Mis on kliendikogemus?"},"content":{"rendered":"<div class=\"wp-block-group has-text-color has-background\" style=\"color:#26332e;background-color:#edf3e9;padding-top:48px;padding-right:32px;padding-bottom:48px;padding-left:32px\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-container-core-group-is-layout-6aab8c21 wp-block-group-is-layout-constrained\"><h2 class=\"wp-block-heading\">Mis on kliendikogemus ja miks see ettev\u00f5tjale korda l\u00e4heb?<\/h2><p class=\"wp-block-paragraph\">Klient ei n\u00e4e teie ettev\u00f5tet osakondade, ametikohtade ja infos\u00fcsteemidena. Ta tahab leida vajaliku, teha sobiva valiku ning saada lubatud toote v\u00f5i teenuse. Tema jaoks moodustab kogu asjaajamine \u00fche terviku.<\/p><p class=\"wp-block-paragraph\">Kliendikogemus on kliendi arusaam ja tunne, mis kujuneb k\u00f5igist kokkupuudetest teie ettev\u00f5ttega. Seda m\u00f5jutavad tema vajadused, ootused, varasemad kogemused ning see, kuidas ettev\u00f5te tegelikult tegutseb.<\/p><p class=\"wp-block-paragraph\">Kogemus hakkab kujunema enne ostu ja j\u00e4tkub ka p\u00e4rast seda \u2014 info otsimisest ja pakkumise k\u00fcsimisest kasutamise, arvete, probleemide lahendamise ning koost\u00f6\u00f6 l\u00f5petamiseni.<\/p><\/div><\/div><div id=\"kliendikogemuse-ratas\" class=\"wp-block-group has-text-color has-background\" style=\"color:#26332e;background-color:#fafbf9;padding-top:48px;padding-right:32px;padding-bottom:48px;padding-left:32px\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-container-core-group-is-layout-74895ad4 wp-block-group-is-layout-constrained\"><figure class=\"wp-block-image size-full\"><a href=\"https:\/\/teeninduskunst.eu\/wp-content\/uploads\/2026\/11\/kliendikogemuse-ratas-v2.png\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"1800\" height=\"1680\" src=\"https:\/\/teeninduskunst.eu\/wp-content\/uploads\/2026\/11\/kliendikogemuse-ratas-v2.png\" alt=\"Sigrid Arum\u00e4e kliendikogemuse ratas: kuut klienditeekonna etappi toetavad s\u00fcsteemid ja protsessid, ettev\u00f5tte tegevused, t\u00f6\u00f6tajakogemus ning kultuur.\" class=\"wp-image-91\"\/><\/a><figcaption class=\"wp-element-caption\">Autor: Sigrid Arum\u00e4e, Teeninduskunst. Pildile vajutades avaneb ratas suuremalt.<\/figcaption><\/figure><p class=\"wp-block-paragraph\"><strong>Kliendi vaade:<\/strong> ma m\u00e4rkan \u2192 ma kaalun \u2192 ma ostan \u2192 ma hakkan kasutama \u2192 ma kasutan \u2192 ma l\u00f5petan. Igas etapis m\u00f5jutavad kogemust ettev\u00f5tte lubadused ja tegelik tegevus.<\/p><p class=\"wp-block-paragraph\"><strong>Ettev\u00f5tte vaade:<\/strong> turundus ja m\u00fc\u00fck, teenuse osutamine ja haldus, arveldus ja maksed ning kliendihaldus ja tugi peavad toimima koos. Neid toetavad s\u00fcsteemid ja protsessid ning t\u00f6\u00f6tajakogemus. K\u00f5ige keskmes on kultuur \u2014 ettev\u00f5tte m\u00f5tteviis ja v\u00e4\u00e4rtused.<\/p><\/div><\/div><div class=\"wp-block-group has-text-color has-background\" style=\"color:#26332e;background-color:#ffffff;padding-top:48px;padding-right:32px;padding-bottom:48px;padding-left:32px\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-container-core-group-is-layout-6aab8c21 wp-block-group-is-layout-constrained\"><h2 class=\"wp-block-heading\">Hea teenindus on \u00fcks osa tervikust<\/h2><p class=\"wp-block-paragraph\">S\u00f5bralik teenindaja v\u00f5ib j\u00e4tta hea mulje, kuid klient hindab ka seda, kas:<\/p><ul class=\"wp-block-list\"><li>vajalik info on leitav ja arusaadav;<\/li><li>ostmine v\u00f5i teenuse kasutamine on lihtne;<\/li><li>lubadused vastavad tegelikkusele;<\/li><li>kokkulepetest ja t\u00e4htaegadest peetakse kinni;<\/li><li>arved ja tingimused on selged;<\/li><li>probleem saab lahenduse ilma tarbetu asjaajamiseta.<\/li><\/ul><p class=\"wp-block-paragraph\">Seet\u00f5ttu m\u00f5jutavad kliendikogemust ka inimesed, kes kliendiga otseselt ei suhtle. M\u00fc\u00fcgilubadus, t\u00f6\u00f6 planeerimine, andmete \u00f5igsus ja \u00fcksuste koost\u00f6\u00f6 j\u00f5uavad l\u00f5puks kliendini.<\/p><p class=\"wp-block-paragraph\">Eesti jaekaubanduse nelja ettev\u00f5tte juhtide uuring k\u00e4sitleb kliendikogemuse juhtimist koos organisatsioonikultuuri, strateegia, m\u00f5\u00f5tmise ja personalijuhtimisega. Tegemist on 2018. aasta magistrit\u00f6\u00f6ga, mitte kogu Eesti ettev\u00f5tlust esindava uuringuga. <a href=\"https:\/\/digikogu.taltech.ee\/et\/Download\/ac01ed4c-74e7-437a-86be-21bb876e4cce\">Loe eestikeelset uurimist\u00f6\u00f6d.<\/a><\/p><\/div><\/div><div class=\"wp-block-group has-text-color has-background\" style=\"color:#26332e;background-color:#fafbf9;padding-top:48px;padding-right:32px;padding-bottom:48px;padding-left:32px\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-container-core-group-is-layout-6aab8c21 wp-block-group-is-layout-constrained\"><h2 class=\"wp-block-heading\">Kuidas see m\u00f5jutab ettev\u00f5tte tulemust?<\/h2><p class=\"wp-block-paragraph\">Kliendil on lihtsam osta ja koost\u00f6\u00f6d j\u00e4tkata, kui ta saab vajalikust aru, usaldab ettev\u00f5tet ning tema asjad sujuvad. Keeruline asjaajamine v\u00f5ib seevastu j\u00e4tta ostu pooleli v\u00f5i panna teist pakkujat otsima.<\/p><p class=\"wp-block-paragraph\">PwC 2025. aasta USA tarbijauuringus \u00fctles 29% vastanutest, et oli l\u00f5petanud br\u00e4ndilt ostmise v\u00f5i selle kasutamise halva kliendikogemuse t\u00f5ttu. Tulemused p\u00f5hinevad 5511 USA tarbija k\u00fcsitlusel; see ei ole Eesti ettev\u00f5tete kliendikaotuse m\u00e4\u00e4r. <a href=\"https:\/\/www.pwc.com\/us\/en\/services\/consulting\/commercial-excellence\/library\/2025-customer-experience-survey.html\">Loe uuringu avalikku kokkuv\u00f5tet.<\/a><\/p><p class=\"wp-block-paragraph\">Sama takistus tekitab sageli kulu m\u00f5lemale poolele. Ebaselge juhis v\u00f5ib t\u00e4hendada kliendile uut p\u00f6\u00f6rdumist ning ettev\u00f5ttele t\u00e4iendavat k\u00f5net, selgitamist ja andmete parandamist.<\/p><p class=\"wp-block-paragraph\">McKinsey 2014. aasta projektikogemuse k\u00e4sitlus kirjeldab, kuidas klienditeekonna takistuste k\u00f5rvaldamine v\u00f5ib parandada kogemust ja v\u00e4hendada teeninduskulu. See on ettev\u00f5tete arendusprojektidel p\u00f5hinev k\u00e4sitlus, mitte Eesti v\u00e4ikeettev\u00f5tete tasuvusuuring ega lubadus konkreetseks kokkuhoiuks. <a href=\"https:\/\/www.mckinsey.com\/capabilities\/growth-marketing-and-sales\/our-insights\/best-of-both-worlds-customer-experience-for-more-revenues-and-lower-costs\">Loe k\u00e4sitlust.<\/a><\/p><p class=\"wp-block-paragraph\">Kliendikogemuse arendamine aitab leida v\u00f5imalusi:<\/p><ul class=\"wp-block-list\"><li>v\u00e4hendada ostmist ja teenuse kasutamist takistavaid asjaolusid;<\/li><li>hoida kliendisuhteid ja m\u00e4rgata sobivaid m\u00fc\u00fcgiv\u00f5imalusi;<\/li><li>v\u00e4hendada korduvat t\u00f6\u00f6d, vigade parandamist ja v\u00e4lditavaid p\u00f6\u00f6rdumisi;<\/li><li>suunata inimeste aega ja arendusraha sinna, kus neist on rohkem kasu.<\/li><\/ul><\/div><\/div><div class=\"wp-block-group has-text-color has-background\" style=\"color:#26332e;background-color:#ffffff;padding-top:48px;padding-right:32px;padding-bottom:48px;padding-left:32px\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-container-core-group-is-layout-6aab8c21 wp-block-group-is-layout-constrained\"><h2 class=\"wp-block-heading\">Kliendi probleem v\u00f5ib alata ettev\u00f5tte seest<\/h2><p class=\"wp-block-paragraph\">Kui vastus viibib, ei pruugi p\u00f5hjus olla teenindaja oskustes. V\u00f5ib-olla puudub vajalik info, vastutus on ebaselge v\u00f5i peab t\u00f6\u00f6taja tegema sama toimingu mitmes s\u00fcsteemis.<\/p><p class=\"wp-block-paragraph\">Seep\u00e4rast tasub k\u00fcsida lisaks \u201eKuidas teenindaja vastas?\u201c ka \u201eMis aitas v\u00f5i takistas tal kliendi vajadust lahendada?\u201c<\/p><p class=\"wp-block-paragraph\">Parandus v\u00f5ib t\u00e4hendada koolitust, kuid ka selgemat vastutust, paremat infoliikumist, lihtsamat protsessi v\u00f5i automatiseerimist.<\/p><\/div><\/div><div class=\"wp-block-group has-text-color has-background\" style=\"color:#26332e;background-color:#fafbf9;padding-top:48px;padding-right:32px;padding-bottom:48px;padding-left:32px\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-container-core-group-is-layout-6aab8c21 wp-block-group-is-layout-constrained\"><h2 class=\"wp-block-heading\">Kliendikesksus v\u00e4ljendub igap\u00e4evastes valikutes<\/h2><p class=\"wp-block-paragraph\">Kliendikeskne ettev\u00f5te arvestab otsustes nii kliendi vajaduse kui ka lahenduse teostatavusega. See t\u00e4hendab j\u00f5ukohaste lubaduste andmist, kokkulepetest kinnipidamist ja muutustest aegsasti teatamist.<\/p><p class=\"wp-block-paragraph\">Oluline on, et k\u00fcsimustel oleks vastutaja, info liiguks ning korduvate probleemide puhul otsitaks nende p\u00f5hjust. Juht loob selleks tingimused: selged eesm\u00e4rgid, vajalikud t\u00f6\u00f6vahendid ja v\u00f5imaluse koos kogemusest \u00f5ppida.<\/p><\/div><\/div><div class=\"wp-block-group has-text-color has-background\" style=\"color:#26332e;background-color:#ffffff;padding-top:48px;padding-right:32px;padding-bottom:48px;padding-left:32px\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-container-core-group-is-layout-6aab8c21 wp-block-group-is-layout-constrained\"><h2 class=\"wp-block-heading\">Kuidas teada, kas olukord paraneb?<\/h2><p class=\"wp-block-paragraph\">\u00dcks rahulolunumber ei selgita kogu ettev\u00f5tte toimimist. Kasulik on vaadata koos kolme asja:<\/p><ul class=\"wp-block-list\"><li>Ettev\u00f5tte tegevus: kas lubadused t\u00e4idetakse ja t\u00f6\u00f6 saab \u00f5igesti tehtud?<\/li><li>Kliendi hinnang: kas lahendus oli arusaadav, lihtne ja vajadusele vastav?<\/li><li>Tulemus: kuidas muutuvad korduvp\u00f6\u00f6rdumised, klientide p\u00fcsimine, m\u00fc\u00fck ja teeninduskulu?<\/li><\/ul><p class=\"wp-block-paragraph\">Nende seoseid tuleb uurida. N\u00e4iteks m\u00fc\u00fcki m\u00f5jutavad lisaks kogemusele ka hind, toode ja turuolukord.<\/p><\/div><\/div><div class=\"wp-block-group has-text-color has-background\" style=\"color:#26332e;background-color:#edf3e9;padding-top:48px;padding-right:32px;padding-bottom:48px;padding-left:32px\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-container-core-group-is-layout-6aab8c21 wp-block-group-is-layout-constrained\"><h2 class=\"wp-block-heading\">Alustada saab \u00fchest k\u00fcsimusest<\/h2><p class=\"wp-block-paragraph\">Kliendikogemuse arendamine ei pea algama suure uuringu v\u00f5i mahuka strateegiaga. Alustada v\u00f5ib sellest, kus ostud katkevad, miks t\u00f6\u00f6koormus kasvab v\u00f5i milline probleem pidevalt kordub.<\/p><p class=\"wp-block-paragraph\"><strong>M\u00f5istame. M\u00f5\u00f5dame. Muutume.<\/strong><\/p><p class=\"wp-block-paragraph\">Selgitame olukorra, kogume otsustamiseks vajalikku teavet ning leiame j\u00f5ukohased muudatused.<\/p><div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\"><div class=\"wp-block-button\"><a class=\"wp-block-button__link has-text-color has-background wp-element-button\" href=\"https:\/\/teeninduskunst.eu\/?page_id=25\" style=\"border-radius:6px;color:#ffffff;background-color:#004534\">Arutame koos, millest alustada<\/a><\/div><\/div><\/div><\/div><div class=\"wp-block-group has-text-color has-background\" style=\"color:#26332e;background-color:#ffffff;padding-top:48px;padding-right:32px;padding-bottom:48px;padding-left:32px\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-container-core-group-is-layout-6aab8c21 wp-block-group-is-layout-constrained\"><h2 class=\"wp-block-heading\">Allikad ja lisalugemine<\/h2><p class=\"wp-block-paragraph\"><a href=\"https:\/\/digikogu.taltech.ee\/et\/Download\/ac01ed4c-74e7-437a-86be-21bb876e4cce\">Katri Rohesalu (2018). Kliendikogemuse juhtimine Eesti jaekaubanduse ettev\u00f5tetes.<\/a> TalTechi magistrit\u00f6\u00f6; neli ettev\u00f5tet, 12 intervjueeritud juhtivt\u00f6\u00f6tajat ja 78 veebik\u00fcsitlusele vastanud keskastme juhti.<\/p><p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.pwc.com\/us\/en\/services\/consulting\/commercial-excellence\/library\/2025-customer-experience-survey.html\">PwC (2025). Customer Experience Survey.<\/a> USA uuring; 5511 tarbijat ja 406 juhti. Eespool nimetatud 29% k\u00e4ib tarbijate vastuste kohta.<\/p><p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.mckinsey.com\/capabilities\/growth-marketing-and-sales\/our-insights\/best-of-both-worlds-customer-experience-for-more-revenues-and-lower-costs\">McKinsey (2014). Best of both worlds: Customer experience for more revenues and lower costs.<\/a> Avalik projektikogemuse artikkel; ei ole \u00fcldistatav tulemusgarantii.<\/p><p class=\"wp-block-paragraph\">Allikad avavad teema tausta ja uuringute konteksti. Need ei t\u00f5enda Teeninduskunsti teenuste tulemusi ega t\u00e4henda allikate avaldajate partnerlust Teeninduskunstiga.<\/p><\/div><\/div>\n\n<style>#tk-floating-contact{position:fixed;right:24px;bottom:76px;z-index:9990;display:inline-flex;align-items:center;justify-content:center;min-height:48px;padding:12px 22px;background:#D4F000;color:#004534;border:1px solid #004534;border-radius:6px;box-shadow:0 3px 14px #00453426;font:700 17px\/1.3 Inter,Arial,sans-serif;text-decoration:none}#tk-floating-contact[hidden]{display:none!important}#tk-floating-contact:hover{background:#004534;color:#fff}#tk-floating-contact:focus-visible{outline:3px solid #004534;outline-offset:4px}body.popup-drawer-open #tk-floating-contact{display:none!important}@media(max-width:767px){#tk-floating-contact{left:16px;right:auto;bottom:calc(16px + env(safe-area-inset-bottom,0px));font-size:16px;padding:12px 18px;max-width:calc(100vw - 130px)}}<\/style>\n<a id=\"tk-floating-contact\" href=\"https:\/\/teeninduskunst.eu\/?page_id=25\" hidden>Arutame koos<\/a>\n<script>(function(){var link=document.getElementById('tk-floating-contact');if(!link)return;var contact=document.querySelector('.tk-shared-contact');var menu=document.getElementById('mobile-toggle');function update(){var rect=contact?contact.getBoundingClientRect():null;var visible=rect ? !(rect.top>=window.innerHeight||rect.bottom<=0) : false;var menuOpen=menu ? menu.getAttribute('aria-expanded')==='true' : false;link.hidden=Boolean(visible||menuOpen||document.body.classList.contains('page-id-25'));}var queued=false;function schedule(){if(queued)return;queued=true;requestAnimationFrame(function(){queued=false;update();});}window.addEventListener('scroll',schedule,{passive:true});window.addEventListener('resize',schedule,{passive:true});if(menu)new MutationObserver(update).observe(menu,{attributes:true,attributeFilter:['aria-expanded']});update();})();<\/script>\n\n","protected":false},"excerpt":{"rendered":"<p>Mis on kliendikogemus ja miks see ettev\u00f5tjale korda l\u00e4heb? Klient ei n\u00e4e teie ettev\u00f5tet osakondade, ametikohtade ja infos\u00fcsteemidena. Ta tahab leida vajaliku, teha sobiva valiku ning saada lubatud toote v\u00f5i teenuse. Tema jaoks moodustab kogu asjaajamine \u00fche terviku. Kliendikogemus on kliendi arusaam ja tunne, mis kujuneb k\u00f5igist kokkupuudetest teie ettev\u00f5ttega. Seda m\u00f5jutavad tema vajadused, ootused,&#8230;<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","footnotes":""},"class_list":["post-56","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/teeninduskunst.eu\/index.php?rest_route=\/wp\/v2\/pages\/56","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/teeninduskunst.eu\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/teeninduskunst.eu\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/teeninduskunst.eu\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/teeninduskunst.eu\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=56"}],"version-history":[{"count":6,"href":"https:\/\/teeninduskunst.eu\/index.php?rest_route=\/wp\/v2\/pages\/56\/revisions"}],"predecessor-version":[{"id":152,"href":"https:\/\/teeninduskunst.eu\/index.php?rest_route=\/wp\/v2\/pages\/56\/revisions\/152"}],"wp:attachment":[{"href":"https:\/\/teeninduskunst.eu\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=56"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}