{"id":31090,"date":"2022-06-01T07:53:24","date_gmt":"2022-06-01T07:53:24","guid":{"rendered":"https:\/\/www.saokim.com.vn\/en\/?p=31090"},"modified":"2024-10-28T14:42:53","modified_gmt":"2024-10-28T07:42:53","slug":"trai-nghiem-khach-hang","status":"publish","type":"post","link":"https:\/\/www.saokim.com.vn\/en\/cam-nang\/trai-nghiem-khach-hang\/","title":{"rendered":"10 B\u01b0\u1edbc Thi\u1ebft k\u1ebf Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng"},"content":{"rendered":"\n<p><em><strong>Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/strong> (Customer Experience) \u0111\u00e3 tr\u1edf th\u00e0nh ti\u00eau chu\u1ea9n kinh doanh ng\u00e0y nay. Tr\u1ea3i nghi\u1ec7m t\u1ea1o n\u00ean s\u1ef1 kh\u00e1c bi\u1ec7t c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u, v\u01b0\u1ee3t qua c\u1ea3 gi\u00e1 c\u1ea3 v\u00e0 s\u1ea3n ph\u1ea9m.<\/em><\/p>\n\n\n\n<p>Xu h\u01b0\u1edbng chuy\u1ec3n \u0111\u1ed5i s\u1ed1 gia t\u0103ng khi\u1ebfn kh\u00e1ch h\u00e0ng c\u00f3 nhi\u1ec1u th\u00f4ng tin h\u01a1n, k\u1ef3 v\u1ecdng cao h\u01a1n. Doanh nghi\u1ec7p c\u0169ng ph\u1ea3i thay \u0111\u1ed5i kinh doanh, ti\u1ebfp c\u1eadn \u0111a k\u00eanh d\u1eabn t\u1edbi vi\u1ec7c x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00f4ng c\u00f2n gi\u1ed1ng nh\u01b0 tr\u01b0\u1edbc.<\/p>\n\n\n\n<p>\u0110\u1ecdc ngay nh\u1eefng chia s\u1ebb d\u01b0\u1edbi \u0111\u00e2y \u0111\u1ec3 n\u1eafm \u0111\u01b0\u1ee3c <strong>quy tr\u00ecnh<\/strong> 10 b\u01b0\u1edbc <strong>thi\u1ebft k\u1ebf, x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/strong> t\u1ed1t h\u01a1n trong th\u1eddi k\u1ef3 m\u1edbi.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\">1. Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/h2>\n\n\n\n<figure class=\"wp-block-image size-full\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1200\" height=\"628\" src=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Trai-nghiem-khach-hang-customer-experience.jpg\" alt=\"Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\" class=\"wp-image-31127\" title=\"Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\" srcset=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Trai-nghiem-khach-hang-customer-experience.jpg 1200w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Trai-nghiem-khach-hang-customer-experience-300x157.jpg 300w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Trai-nghiem-khach-hang-customer-experience-768x402.jpg 768w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n\n\n\n<p><strong>Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/strong> (Customer Experience &#8211; vi\u1ebft t\u1eaft l\u00e0 CX) \u0111\u1ec1 c\u1eadp \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m t\u1ea1i m\u1ecdi th\u1eddi \u0111i\u1ec3m trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng. T\u1eeb giai \u0111o\u1ea1n nh\u1eadn bi\u1ebft, mua h\u00e0ng \u0111\u1ebfn d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 h\u01a1n th\u1ebf n\u1eefa.<\/p>\n\n\n\n<p>Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1eadp trung v\u00e0o c\u1ea3m nh\u1eadn. T\u1ea1i m\u1ecdi \u0111i\u1ec3m ti\u1ebfp x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng, b\u1ea1n c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n \u2014 ho\u1eb7c ph\u00e1 h\u1ee7y c\u1ea3m nh\u1eadn c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 doanh nghi\u1ec7p c\u1ee7a b\u1ea1n.<\/p>\n\n\n\n<p>V\u00ec v\u1eady, vi\u1ec7c b\u1ea1n thi\u1ebft k\u1ebf tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng nh\u01b0 th\u1ebf n\u00e0o t\u1ea1i m\u1ed7i \u0111i\u1ec3m ch\u1ea1m quy\u1ebft \u0111\u1ecbnh doanh nghi\u1ec7p c\u1ee7a b\u1ea1n s\u1ebd th\u00e0nh c\u00f4ng ra sao.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\">So s\u00e1nh CX, BX v\u00e0 UX<\/h3>\n\n\n\n<p>\u0110\u1ec3 hi\u1ec3u h\u01a1n v\u1ec1 CX (Customer Experience), UX (User Experience) v\u00e0 BX (Brand Experience) b\u1ea1n c\u00f3 th\u1ec3 xem b\u1ea3ng so s\u00e1nh sau.<\/p>\n\n\n\n<figure class=\"wp-block-table is-style-regular\"><table><tbody><tr><td><\/td><td><strong>CX<\/strong><\/td><td><strong>UX<\/strong><\/td><td><strong>BX<\/strong><\/td><\/tr><tr><td><strong>Thu\u1eadt ng\u1eef<\/strong><\/td><td>Customer Experience: Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/td><td>User Experience: Tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng<\/td><td>Brand Experience: Tr\u1ea3i nghi\u1ec7m th\u01b0\u01a1ng hi\u1ec7u<\/td><\/tr><tr><td><strong>T\u1eadp trung v\u00e0o giai \u0111o\u1ea1n<\/strong><\/td><td>Giai \u0111o\u1ea1n mua h\u00e0ng v\u00e0 s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5<\/td><td>Giai \u0111o\u1ea1n s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, website, \u1ee9ng d\u1ee5ng&#8230;<\/td><td>To\u00e0n b\u1ed9 giai \u0111o\u1ea1n ti\u1ebfp x\u00fac v\u1edbi th\u01b0\u01a1ng hi\u1ec7u<\/td><\/tr><tr><td><strong>\u0110\u1ec1 c\u1eadp \u0111\u1ebfn<\/strong><\/td><td>Kh\u00e1ch h\u00e0ng<\/td><td>Ng\u01b0\u1eddi d\u00f9ng (C\u00f3 th\u1ec3 ch\u01b0a l\u00e0 kh\u00e1ch h\u00e0ng)<\/td><td>C\u00f4ng ch\u00fang m\u1ee5c ti\u00eau<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p>3 Kh\u00e1i ni\u1ec7m n\u00e0y t\u01b0\u01a1ng \u0111\u1ed1i gi\u1ed1ng nhau, \u0111\u1ec3 ph\u00e2n bi\u1ec7t ch\u00fang ta c\u00f3 th\u1ec3 nh\u00ecn v\u00e0o giai \u0111o\u1ea1n v\u00e0 \u0111\u1ed1i t\u01b0\u1ee3ng \u0111\u01b0\u1ee3c \u0111\u1ec1 c\u1eadp \u0111\u1ebfn.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" width=\"1200\" height=\"800\" src=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/08\/so-sanh-cx-ux-bx.jpg\" alt=\"So s\u00e1nh CX, UX v\u00e0 BX\" class=\"wp-image-33414\" title=\"So s\u00e1nh CX, UX v\u00e0 BX\" srcset=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/08\/so-sanh-cx-ux-bx.jpg 1200w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/08\/so-sanh-cx-ux-bx-300x200.jpg 300w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/08\/so-sanh-cx-ux-bx-768x512.jpg 768w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n<\/div>\n\n\n<p class=\"has-text-align-center\">M\u1ed1i quan h\u1ec7 gi\u1eefa BX (Tr\u1ea3i nghi\u1ec7m th\u01b0\u01a1ng hi\u1ec7u), CX (Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng) v\u00e0 UX (Tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng)<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><em>&gt; \u0110\u1ecdc th\u00eam: <a href=\"https:\/\/www.saokim.com.vn\/en\/cam-nang\/trai-nghiem-thuong-hieu\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Tr\u1ea3i nghi\u1ec7m th\u01b0\u01a1ng hi\u1ec7u l\u00e0 g\u00ec<\/strong><\/a>?<\/em><\/p>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\">2. T\u1ea1i sao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng quan tr\u1ecdng?<\/h2>\n\n\n\n<p>Khi th\u1ecb tr\u01b0\u1eddng c\u1ea1nh tranh m\u1ea1nh m\u1ebd, kh\u00e1ch h\u00e0ng s\u1ebd ph\u00e2n bi\u1ec7t d\u1ef1a tr\u00ean tr\u1ea3i nghi\u1ec7m v\u1edbi doanh nghi\u1ec7p c\u1ee7a b\u1ea1n nhi\u1ec1u h\u01a1n l\u00e0 c\u00e1c t\u00ednh n\u0103ng v\u00e0 ch\u1ee9c n\u0103ng c\u1ee7a s\u1ea3n ph\u1ea9m c\u1ee5 th\u1ec3.<\/p>\n\n\n\n<p>Kh\u00e1ch h\u00e0ng mu\u1ed1n c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c k\u1ebft n\u1ed1i v\u1edbi c\u00e1c th\u01b0\u01a1ng hi\u1ec7u h\u1ecd y\u00eau th\u00edch v\u00e0 h\u1ecd mu\u1ed1n c\u00e1c c\u00f4ng ty m\u00e0 h\u1ecd mua h\u00e0ng bi\u1ebft \u0111\u1ebfn v\u00e0 t\u00f4n tr\u1ecdng h\u1ecd.<\/p>\n\n\n\n<p>Do \u0111\u00f3, c\u00e1c doanh nghi\u1ec7p ph\u1ea3i \u0111\u1ea3m b\u1ea3o r\u1eb1ng c\u00e1c chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 mang l\u1ea1i nh\u1eefng t\u01b0\u01a1ng t\u00e1c \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a v\u00e0 l\u00e0m h\u00e0i l\u00f2ng \u1edf m\u1ecdi \u0111i\u1ec3m ti\u1ebfp x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>Nh\u1eefng t\u01b0\u01a1ng t\u00e1c n\u00e0y c\u00f3 t\u00e1c \u0111\u1ed9ng t\u00edch l\u0169y \u0111\u1ebfn <a href=\"https:\/\/www.saokim.com.vn\/en\/cam-nang\/nhan-thuc-thuong-hieu\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>nh\u1eadn th\u1ee9c th\u01b0\u01a1ng hi\u1ec7u<\/strong><\/a>. \u0110i\u1ec1u \u0111\u00f3 l\u00e0m cho tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean quan tr\u1ecdng \u0111\u1ed1i v\u1edbi th\u00e0nh c\u00f4ng chung.<\/p>\n\n\n\n<p>D\u01b0\u1edbi \u0111\u00e2y l\u00e0 3 \u0111i\u1ec3m ch\u00ednh:<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>T\u0103ng t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng<\/strong>: <a href=\"http:\/\/hbswk.hbs.edu\/archive\/1590.html\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Theo Havard Business School<\/strong><\/a>, t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng <strong>t\u0103ng 5% c\u00f3 th\u1ec3 l\u00e0m t\u0103ng l\u1ee3i nhu\u1eadn t\u1eeb 25% \u0111\u1ebfn 95%<\/strong>. C\u00e1c doanh nghi\u1ec7p t\u1eadp trung v\u00e0o vi\u1ec7c gi\u1ea3i quy\u1ebft c\u00e1c th\u1eafc m\u1eafc c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch ch\u1ee7 \u0111\u1ed9ng th\u00f4ng qua c\u00e1c cu\u1ed9c tr\u00f2 chuy\u1ec7n \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a l\u00e0m gi\u1ea3m t\u00ecnh tr\u1ea1ng gi\u00e1n \u0111o\u1ea1n v\u00e0 t\u0103ng t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>T\u0103ng gi\u00e1 tr\u1ecb l\u00e2u d\u00e0i c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong> (CLTV): C\u00e1c doanh nghi\u1ec7p t\u1eadp trung v\u00e0o vi\u1ec7c gi\u1ea3m t\u1ef7 l\u1ec7 gi\u00e1n \u0111o\u1ea1n v\u00e0 l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i s\u1ebd t\u0103ng gi\u00e1 tr\u1ecb l\u00e2u d\u00e0i c\u1ee7a kh\u00e1ch h\u00e0ng. B\u1ea1n c\u00f3 th\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng c\u00e0ng l\u00e2u th\u00ec gi\u00e1 tr\u1ecb mang l\u1ea1i c\u00e0ng l\u1edbn trong su\u1ed1t m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i c\u1ee7a h\u1ecd v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>T\u0103ng t\u1ef7 l\u1ec7 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong>: Khi kh\u00e1ch h\u00e0ng c\u00f3 tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n, m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a h\u1ecd s\u1ebd t\u0103ng l\u00ean. Khi \u0111\u00f3, h\u1ecd c\u00f3 xu h\u01b0\u1edbng chia s\u1ebb tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd v\u1edbi b\u1ea1n b\u00e8, ng\u01b0\u1eddi th\u00e2n, chia s\u1ebb tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i v\u00e0 b\u1ea3o v\u1ec7 th\u01b0\u01a1ng hi\u1ec7u trong kh\u1ee7ng ho\u1ea3ng.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\">3. Chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/h2>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"1200\" height=\"800\" src=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/chien-luoc-trai-nghiem-khach-hang.jpg\" alt=\"Chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec\" class=\"wp-image-31130\" title=\"Chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec\" srcset=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/chien-luoc-trai-nghiem-khach-hang.jpg 1200w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/chien-luoc-trai-nghiem-khach-hang-300x200.jpg 300w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/chien-luoc-trai-nghiem-khach-hang-768x512.jpg 768w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n\n\n\n<p>Chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u01b0a ra c\u00e1c k\u1ebf ho\u1ea1ch h\u00e0nh \u0111\u1ed9ng c\u1ea7n thi\u1ebft \u0111\u1ec3 mang l\u1ea1i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) t\u00edch c\u1ef1c, c\u00f3 gi\u00e1 tr\u1ecb, kh\u00e1c bi\u1ec7t \u2014 kh\u00f4ng quan tr\u1ecdng \u0111i\u1ec3m ti\u1ebfp x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>Chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng n\u00ean xem x\u00e9t t\u1ea5t c\u1ea3 th\u00f4ng tin chi ti\u1ebft v\u1ec1 c\u1ea1nh tranh, theo d\u00f5i\/ nghi\u00ean c\u1ee9u d\u1eef li\u1ec7u v\u1ec1 ng\u01b0\u1eddi ti\u00eau d\u00f9ng v\u00e0 th\u1ecb tr\u01b0\u1eddng c\u0169ng nh\u01b0 b\u1ea5t k\u1ef3 m\u1ee5c ti\u00eau chi\u1ebfn l\u01b0\u1ee3c n\u1ed9i b\u1ed9, s\u00e1ng ki\u1ebfn \u200b\u200bv\u00e0 tuy\u00ean b\u1ed1 gi\u00e1 tr\u1ecb n\u00e0o.<\/p>\n\n\n\n<p>Chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ph\u1ea3i bao g\u1ed3m m\u1ecdi nh\u00e2n vi\u00ean, ph\u00f2ng ban. K\u1ebft h\u1ee3p t\u1ea5t c\u1ea3 xung quanh m\u1ee5c ti\u00eau l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m v\u00e0 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\">4. Qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/h2>\n\n\n\n<p>Theo \u0111\u1ecbnh ngh\u0129a c\u1ee7a <a href=\"https:\/\/www.gartner.com\/en\/information-technology\/glossary\/customer-experience-management-cem\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Gartner<\/strong><\/a>, qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CXM) l\u00e0: &#8220;Ho\u1ea1t \u0111\u1ed9ng thi\u1ebft k\u1ebf v\u00e0 ph\u1ea3n \u1ee9ng v\u1edbi c\u00e1c t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u00e1p \u1ee9ng ho\u1eb7c v\u01b0\u1ee3t qu\u00e1 mong \u0111\u1ee3i c\u1ee7a h\u1ecd, d\u1eabn \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng, l\u00f2ng trung th\u00e0nh v\u00e0 s\u1ef1 \u1ee7ng h\u1ed9 cao h\u01a1n c\u1ee7a kh\u00e1ch h\u00e0ng.&#8221;<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"800\" src=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/cai-thien-trai-nghiem-khach-hang.jpg\" alt=\"C\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\" class=\"wp-image-31131\" title=\"C\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\" srcset=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/cai-thien-trai-nghiem-khach-hang.jpg 1200w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/cai-thien-trai-nghiem-khach-hang-300x200.jpg 300w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/cai-thien-trai-nghiem-khach-hang-768x512.jpg 768w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n\n\n\n<p>Theo 5 c\u1ea5p \u0111\u1ed9, qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ed1 g\u1eafng gi\u1ea3i quy\u1ebft t\u1eebng b\u01b0\u1edbc v\u00e0 t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00ean c\u1ea5p \u0111\u1ed9 5.<\/p>\n\n\n\n<p>\u0110\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u \u0111\u00f3, qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng b\u1eaft \u0111\u1ea7u t\u1eeb vi\u1ec7c hi\u1ec3u kh\u00e1ch h\u00e0ng v\u00e0 tri\u1ec3n khai c\u00e1c k\u1ebf ho\u1ea1ch chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u0111\u1ec3 c\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng, l\u00f2ng trung th\u00e0nh v\u00e0 s\u1eed d\u1ee5ng h\u1ed9.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>\u0110\u1ecdc th\u00eam:<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li>X\u00e2y d\u1ef1ng <a href=\"https:\/\/www.saokim.com.vn\/en\/cam-nang\/brand-loyalty\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>l\u00f2ng trung th\u00e0nh v\u1edbi th\u01b0\u01a1ng hi\u1ec7u<\/strong><\/a> (Brand Loyalty)<\/li>\n\n\n\n<li>Quy tr\u00ecnh <a href=\"https:\/\/www.saokim.com.vn\/en\/cam-nang\/quan-tri-thuong-hieu\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>qu\u1ea3n tr\u1ecb th\u01b0\u01a1ng hi\u1ec7u<\/strong><\/a><\/li>\n<\/ul>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\">5. \u0110i\u1ec1u g\u00ec t\u1ea1o n\u00ean tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t?<\/h2>\n\n\n\n<p>Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t khi b\u1ea1n t\u1ea1o ra m\u1ed9t doanh nghi\u1ec7p ph\u00f9 h\u1ee3p v\u1edbi s\u1ee9 m\u1ec7nh duy nh\u1ea5t l\u00e0 khi\u1ebfn kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng. Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t c\u1ea7n x\u1ea3y ra tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>B\u1ea1n c\u1ea7n th\u01b0\u1eddng xuy\u00ean \u0111\u00e0o t\u1ea1o nh\u00e2n vi\u00ean c\u1ee7a m\u00ecnh v\u1ec1 c\u00e1ch th\u1ef1c hi\u1ec7n nhi\u1ec7m v\u1ee5 c\u1ee7a h\u1ecd v\u00e0 c\u00e1ch tu\u00e2n th\u1ee7 v\u0103n h\u00f3a doanh nghi\u1ec7p.<\/p>\n\n\n\n<p>V\u00e0 \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 ph\u1ea3i \u0111\u00e0o t\u1ea1o \u0111\u1ed9i ng\u0169 \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng h\u1ecd bi\u1ebft nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i \u1edf h\u1ecd v\u00e0 vai tr\u00f2 quan tr\u1ecdng c\u1ee7a h\u1ecd trong vi\u1ec7c t\u1ea1o ra tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t.<\/p>\n\n\n\n<p>C\u00f3 5 y\u1ebfu t\u1ed1 ch\u00ednh t\u1ea1o n\u00ean tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t:<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Ph\u1ea3n \u1ee9ng k\u1ecbp th\u1eddi l\u00e0 r\u1ea5t quan tr\u1ecdng<\/strong>: Vi\u1ec7c ghi nh\u1eadn \u00fd ki\u1ebfn c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u01b0a gi\u1ea3i ph\u00e1p hi\u1ec7u qu\u1ea3, k\u1ecbp th\u1eddi c\u00f3 t\u00e1c \u0111\u1ed9ng l\u1edbn \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Giao ti\u1ebfp hi\u1ec7u qu\u1ea3<\/strong>: Giao ti\u1ebfp t\u1ed1t gi\u00fap khai th\u00e1c \u0111\u00fang th\u00f4ng tin \u0111\u1ea7u v\u00e0o \u0111\u1ec3 t\u1ea1o ra gi\u1ea3i ph\u00e1p \u0111\u00fang. V\u00e0 giao ti\u1ebfp t\u1ed1t truy\u1ec1n t\u1ea3i \u0111\u00fang \u00fd ngh\u0129a, tr\u00e1nh hi\u1ec3u l\u1ea7m l\u00e0 m\u1ed9t ph\u1ea7n c\u1ee7a chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>\u0110a k\u00eanh<\/strong>: Doanh nghi\u1ec7p ph\u1ea3i cung c\u1ea5p th\u00f4ng tin d\u1ec5 ti\u1ebfp c\u1eadn qua nhi\u1ec1u k\u00eanh nh\u01b0 trang web, m\u1ea1ng x\u00e3 h\u1ed9i, email, t\u1ed5ng \u0111\u00e0i, qu\u1ea7y d\u1ecbch v\u1ee5&#8230; \u0111\u1ec3 mang l\u1ea1i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111a k\u00eanh, kh\u00f4ng ng\u1eaft qu\u00e3ng.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Duy tr\u00ec s\u1ef1 ti\u1ebfp x\u00fac c\u1ee7a con ng\u01b0\u1eddi<\/strong>: S\u1ef1 ti\u1ebfp x\u00fac gi\u1eefa con ng\u01b0\u1eddi v\u1edbi con ng\u01b0\u1eddi t\u1ea1o ra c\u00e1c t\u01b0\u01a1ng t\u00e1c c\u00f3 \u00fd ngh\u0129a, ghi d\u1ea5u \u1ea5n l\u00e2u h\u01a1n. Doanh nghi\u1ec7p ph\u1ea3i duy tr\u00ec s\u1ef1 hi\u1ec7n di\u1ec7n s\u1ef1 c\u1ee7a nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3, \u0111\u1ea1i l\u00fd, \u0111\u1ea1i di\u1ec7n &#8230; \u0111\u00e0o t\u1ea1o v\u00e0 trang b\u1ecb cho h\u1ecd \u0111\u1ec3 duy tr\u00ec tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>V\u01b0\u1ee3t k\u1ef3 v\u1ecdng<\/strong>: L\u00e0m nhi\u1ec1u h\u01a1n nh\u1eefng g\u00ec b\u1ea1n ph\u1ea3i l\u00e0m, b\u1ea1n c\u00f3 th\u1ec3 bi\u1ebfn nh\u1eefng tr\u1ea3i nghi\u1ec7m t\u1ed3i t\u1ec7 th\u00e0nh t\u00edch c\u1ef1c v\u00e0 v\u01b0\u1ee3t qua k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe title=\"Starbucks\u2019 Secrets of Delivering Amazing Service in a Time of Change\" width=\"800\" height=\"450\" src=\"https:\/\/www.youtube.com\/embed\/PyJBjp684VQ?feature=oembed&#038;enablejsapi=1&#038;origin=https:\/\/www.saokim.com.vn\/en\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p class=\"has-text-align-center\"><em>Xem th\u00eam b\u00ed m\u1eadt v\u1ec1 d\u1ecbch v\u1ee5 tuy\u1ec7t v\u1eddi c\u1ee7a Starbucks<\/em><\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\">6. S\u1ef1 kh\u00e1c nhau c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h2>\n\n\n\n<p>Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) l\u00e0 m\u1ed9t kh\u00e1i ni\u1ec7m r\u1ed9ng h\u01a1n so v\u1edbi d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. N\u00f3 \u00e1p d\u1ee5ng cho c\u00e1c c\u1ea3 marketing, b\u00e1n h\u00e0ng, d\u1ecbch v\u1ee5 v\u00e0 c\u1ea3 ho\u1ea1t \u0111\u1ed9ng kh\u00e1c.<\/p>\n\n\n\n<p>M\u1eb7c d\u00f9 <strong>d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/strong> t\u1ed1t c\u0169ng l\u00e0 mang l\u1ea1i s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, nh\u01b0ng n\u00f3 ch\u1ec9 l\u00e0 m\u1ed9t ph\u1ea7n c\u1ee7a to\u00e0n b\u1ed9 m\u00f4 h\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. N\u00f3 l\u00e0 \u0111i\u1ec3m ti\u1ebfp x\u00fac c\u1ee5 th\u1ec3 trong to\u00e0n b\u1ed9 tr\u1ea3i nghi\u1ec7m, n\u01a1i kh\u00e1ch h\u00e0ng b\u00e1o c\u00e1o s\u1ef1 c\u1ed1 v\u00e0 t\u00ecm ki\u1ebfm s\u1ef1 h\u1ed7 tr\u1ee3.<\/p>\n\n\n\n<p>Trong khi \u0111\u00f3, <strong>tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/strong> l\u00e0 nh\u1eadn th\u1ee9c t\u1ed5ng th\u1ec3 v\u1ec1 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n d\u1ef1a tr\u00ean c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac trong su\u1ed1t h\u00e0nh tr\u00ecnh c\u1ee7a h\u1ecd. N\u00f3 bao g\u1ed3m m\u1ecdi tr\u1ea3i nghi\u1ec7m t\u1ea1i t\u1eebng \u0111i\u1ec3m ti\u1ebfp x\u00fac m\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n, cho d\u00f9 \u0111\u00f3 l\u00e0 th\u1eddi \u0111i\u1ec3m h\u1ecd nghe v\u1ec1 b\u1ea1n l\u1ea7n \u0111\u1ea7u ti\u00ean hay li\u00ean h\u1ec7 v\u1edbi \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3 khi c\u1ea7n gi\u00fap \u0111\u1ee1.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\">7. Quy tr\u00ecnh thi\u1ebft k\u1ebf, x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h2>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"628\" src=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Quy-Trinh-Xay-Dung-Trai-Nghiem-Khach-Hang.jpg\" alt=\"Quy tr\u00ecnh x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\" class=\"wp-image-31156\" title=\"Quy tr\u00ecnh x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\" srcset=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Quy-Trinh-Xay-Dung-Trai-Nghiem-Khach-Hang.jpg 1200w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Quy-Trinh-Xay-Dung-Trai-Nghiem-Khach-Hang-300x157.jpg 300w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Quy-Trinh-Xay-Dung-Trai-Nghiem-Khach-Hang-768x402.jpg 768w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n\n\n\n<p>Gi\u1eef kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n h\u00e0i l\u00f2ng ph\u1ea3i l\u00e0 m\u1ed9t trong nh\u1eefng m\u1ee5c ti\u00eau ch\u00ednh c\u1ee7a vi\u1ec7c x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>Theo nghi\u00ean c\u1ee9u c\u1ee7a <a href=\"https:\/\/www.pwc.com\/us\/en\/advisory-services\/publications\/consumer-intelligence-series\/pwc-consumer-intelligence-series-customer-experience.pdf\" target=\"_blank\" rel=\"noreferrer noopener nofollow\"><strong>PWC<\/strong><\/a>:<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li>73% Ng\u01b0\u1eddi \u0111\u01b0\u1ee3c kh\u1ea3o s\u00e1t cho r\u1eb1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng quy\u1ebft \u0111\u1ecbnh \u0111\u1ebfn vi\u1ec7c mua h\u00e0ng c\u1ee7a h\u1ecd<\/li>\n\n\n\n<li>43% cho r\u1eb1ng h\u1ecd s\u1ebd tr\u1ea3 nhi\u1ec1u ti\u1ec1n h\u01a1n \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c s\u1ef1 ti\u1ec7n l\u1ee3i h\u01a1n<\/li>\n\n\n\n<li>42% c\u0169ng cho r\u1eb1ng h\u1ecd s\u1ebd tr\u1ea3 nhi\u1ec1u ti\u00ean h\u01a1n \u0111\u1ec3 c\u00f3 tr\u1ea3i nghi\u1ec7m th\u00e2n thi\u1ec7n, ch\u00e0o \u0111\u00f3n<\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>H\u00e3y c\u00f9ng t\u00ecm hi\u1ec3u v\u1ec1 quy tr\u00ecnh x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t \u0111\u01b0\u1ee3c c\u00e1c th\u01b0\u01a1ng hi\u1ec7u h\u00e0ng \u0111\u1ea7u \u00e1p d\u1ee5ng.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Hi\u1ec3u kh\u00e1ch h\u00e0ng<\/li>\n\n\n\n<li>Hi\u1ec3u m\u1ee5c ti\u00eau kinh doanh<\/li>\n\n\n\n<li>X\u00e1c \u0111\u1ecbnh t\u1ea7m nh\u00ecn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng r\u00f5 r\u00e0ng<\/li>\n\n\n\n<li>X\u00e2y d\u1ef1ng m\u1ed9t \u0111\u1ed9i ng\u0169 m\u1ea1nh m\u1ebd \u0111\u1ec3 t\u0103ng tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng<\/li>\n\n\n\n<li>\u0110\u1ea7u t\u01b0 v\u00e0o h\u1ec7 th\u1ed1ng v\u00e0 c\u00f4ng c\u1ee5 ph\u00f9 h\u1ee3p \u0111\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng<\/li>\n\n\n\n<li>T\u1ea1o k\u1ebft n\u1ed1i c\u1ea3m x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng<\/li>\n\n\n\n<li>Thu th\u1eadp ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/li>\n\n\n\n<li>H\u00e0nh \u0111\u1ed9ng d\u1ef1a tr\u00ean ph\u1ea3n h\u1ed3i th\u01b0\u1eddng xuy\u00ean c\u1ee7a nh\u00e2n vi\u00ean<\/li>\n\n\n\n<li>\u0110o th\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/li>\n\n\n\n<li>T\u1ed1i \u01b0u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\">7.1. Hi\u1ec3u kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n<p>Ch\u00eca kh\u00f3a \u0111\u1ec3 l\u00e0m cho th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n kh\u00e1c bi\u1ec7t, x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m t\u1ed1t l\u00e0 ph\u1ea3i hi\u1ec3u kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n.<\/p>\n\n\n\n<p>N\u1ebfu b\u1ea1n hi\u1ec3u s\u00e2u s\u1eafc v\u1ec1 nh\u1eefng g\u00ec ng\u01b0\u1eddi ti\u00eau d\u00f9ng c\u1ee7a b\u1ea1n \u0111ang t\u00ecm ki\u1ebfm, nh\u1eefng g\u00ec l\u00e0m h\u1ecd h\u00e0i l\u00f2ng v\u00e0 nh\u1eefng g\u00ec h\u1ecd \u0111\u00e1nh gi\u00e1 cao, b\u1ea1n c\u00f3 c\u01a1 h\u1ed9i bi\u1ebfn s\u1ef1 quan t\u00e2m c\u1ee7a h\u1ecd th\u00e0nh l\u00f2ng trung th\u00e0nh v\u1edbi th\u01b0\u01a1ng hi\u1ec7u th\u1ef1c s\u1ef1.<\/p>\n\n\n\n<p>V\u00e0 b\u1eb1ng c\u00e1ch thi\u1ebft k\u1ebf b\u1ea3n ch\u00e2n dung kh\u00e1ch h\u00e0ng b\u1ea1n c\u00f3 th\u1ec3 hi\u1ec3u s\u00e2u s\u1eafc h\u01a1n v\u1ec1 h\u1ecd:<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Hi\u1ec3u ch\u00ednh x\u00e1c h\u1ecd l\u00e0 ai?<\/li>\n\n\n\n<li><span style=\"color: initial;\">\u0110i\u1ec1u g\u00ec th\u00fac \u0111\u1ea9y h\u1ecd?<\/span><\/li>\n\n\n\n<li>H\u1ecd mu\u1ed1n \u0111\u1ea1t \u0111\u01b0\u1ee3c \u0111i\u1ec1u g\u00ec?<\/li>\n\n\n\n<li>Nh\u1eefng nguy\u00ean nh\u00e2n c\u01a1 b\u1ea3n c\u1ee7a s\u1ef1 h\u00e0i l\u00f2ng l\u00e0 g\u00ec?<\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Hi\u1ec3u v\u1ec1 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng h\u01a1n v\u1edbi c\u00f4ng th\u1ee9c 5A:<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Attract<\/strong>: Kh\u00e1ch h\u00e0ng b\u1ecb thu h\u00fat v\u00e0 th\u00f4ng b\u00e1o v\u1ec1 d\u1ecbch v\u1ee5 ho\u1eb7c s\u1ea3n ph\u1ea9m nh\u01b0 th\u1ebf n\u00e0o?<\/li>\n\n\n\n<li><strong>Accept<\/strong>: L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 kh\u00e1ch h\u00e0ng tham gia v\u00e0o c\u00e1c giao d\u1ecbch v\u1edbi t\u1ed5 ch\u1ee9c c\u1ee7a b\u1ea1n?<\/li>\n\n\n\n<li><strong>Adopt<\/strong>: L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c trong to\u00e0n b\u1ed9 tr\u1ea3i nghi\u1ec7m?<\/li>\n\n\n\n<li><strong>Amplify<\/strong>: B\u1ea1n \u0111\u1ec3 l\u1ea1i cho kh\u00e1ch h\u00e0ng c\u1ea3m gi\u00e1c nh\u01b0 th\u1ebf n\u00e0o khi k\u1ebft th\u00fac t\u01b0\u01a1ng t\u00e1c?<\/li>\n\n\n\n<li><strong>Advance<\/strong>: L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 b\u1ea1n theo d\u00f5i kh\u00e1ch h\u00e0ng v\u00e0 m\u1edf r\u1ed9ng m\u1ed1i quan h\u1ec7 hi\u1ec7n t\u1ea1i?<\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Tr\u1ea3 l\u1eddi \u0111\u00fang c\u00e1c c\u00e2u h\u1ecfi n\u00e0y gi\u00fap b\u1ea1n thi\u1ebft k\u1ebf v\u00e0 th\u1ef1c hi\u1ec7n chi\u1ebfn l\u01b0\u1ee3c n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau c\u1ee7a m\u00ecnh.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"628\" src=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2021\/07\/chan-dung-khach-hang-muc-tieu.png\" alt=\"Ch\u00e2n dung kh\u00e1ch h\u00e0ng\" class=\"wp-image-6827\" srcset=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2021\/07\/chan-dung-khach-hang-muc-tieu.png 1200w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2021\/07\/chan-dung-khach-hang-muc-tieu-300x157.png 300w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2021\/07\/chan-dung-khach-hang-muc-tieu-768x402.png 768w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n\n\n\n<p class=\"has-text-align-center\"><em>V\u00ed d\u1ee5 ch\u00e2n dung kh\u00e1ch h\u00e0ng<\/em><\/p>\n\n\n\n<p>B\u1ea3n ch\u00e2n dung kh\u00e1ch h\u00e0ng c\u0169ng gi\u00fap minh h\u1ecda r\u00f5 r\u00e0ng t\u00ednh c\u00e1ch kh\u00e1ch h\u00e0ng \u0111\u1ec3 c\u00e1 nh\u00e2n h\u00f3a ho\u1ea1t \u0111\u1ed9ng marketing tr\u00ean quy m\u00f4 l\u1edbn.<\/p>\n\n\n\n<p>Theo kh\u1ea3o s\u00e1t c\u1ee7a <a href=\"https:\/\/www.emarketer.com\/content\/not-everyone-wants-to-share-their-data-in-exchange-for-personalization\" target=\"_blank\" rel=\"noreferrer noopener nofollow\"><strong>Emarketer<\/strong><\/a>, h\u01a1n 53% ng\u01b0\u1eddi ti\u00eau d\u00f9ng mong \u0111\u1ee3i c\u00e1c \u01b0u \u0111\u00e3i lu\u00f4n \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"800\" src=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/04\/Brand-Touchpoints.jpg\" alt=\"\u0110i\u1ec3m ch\u1ea1m th\u01b0\u01a1ng hi\u1ec7u (Brand Touch points)\" class=\"wp-image-29362\" srcset=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/04\/Brand-Touchpoints.jpg 800w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/04\/Brand-Touchpoints-300x300.jpg 300w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/04\/Brand-Touchpoints-768x768.jpg 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/figure>\n<\/div>\n\n\n<p class=\"has-text-align-center\"><em>C\u00e1c \u0111i\u1ec3m ch\u1ea1m trong tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/em><\/p>\n\n\n\n<p>Do \u0111\u00f3, vi\u1ec7c hi\u1ec3u \u0111\u1ed1i t\u01b0\u1ee3ng m\u1ee5c ti\u00eau c\u1ee7a b\u1ea1n, <strong>l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong> \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac, k\u00eanh v\u00e0 th\u1eddi \u0111i\u1ec3m m\u00e0 kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u s\u1ebd gi\u00fap mang l\u1ea1i tr\u1ea3i nghi\u1ec7m t\u1ed1t cho kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"1128\" src=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Mau-Hanh-Trinh-Khach-Hang-Customer-Journey-Map-1.jpg\" alt=\"V\u00ed d\u1ee5 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng\" class=\"wp-image-31165\" title=\"V\u00ed d\u1ee5 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng\" srcset=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Mau-Hanh-Trinh-Khach-Hang-Customer-Journey-Map-1.jpg 1200w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Mau-Hanh-Trinh-Khach-Hang-Customer-Journey-Map-1-300x282.jpg 300w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Mau-Hanh-Trinh-Khach-Hang-Customer-Journey-Map-1-768x722.jpg 768w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n\n\n\n<p class=\"has-text-align-center\"><em>V\u00ed d\u1ee5 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/em><\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><em>&gt; T\u00ecm hi\u1ec3u s\u00e2u h\u01a1n v\u1ec1 <a href=\"https:\/\/www.saokim.com.vn\/en\/cam-nang\/hanh-trinh-khach-hang\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/strong><\/a> (Customer Journey), hi\u1ec3u r\u00f5 c\u00e1ch kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p qua t\u1eebng giai \u0111o\u1ea1n<\/em><\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\">7.2. Hi\u1ec3u m\u1ee5c ti\u00eau kinh doanh<\/h3>\n\n\n\n<p>Trong b\u1ed1i c\u1ea3nh th\u1ecb tr\u01b0\u1eddng, c\u00f4ng ngh\u1ec7 thay \u0111\u1ed5i nhanh ch\u00f3ng, nh\u1eefng n\u1ed7 l\u1ef1c c\u1ee7a b\u1ea1n r\u1ea5t d\u1ec5 tr\u1edf n\u00ean r\u1eddi r\u1ea1c v\u00e0 b\u1ecb c\u00f4 l\u1eadp. Nguy\u00ean nh\u00e2n ch\u00ednh c\u1ee7a \u0111i\u1ec1u n\u00e0y l\u00e0 m\u1ea5t t\u1ea7m nh\u00ecn (ho\u1eb7c kh\u00f4ng bao gi\u1edd x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c) c\u00e1c m\u1ee5c ti\u00eau kinh doanh t\u1ed5ng th\u1ec3 c\u1ee7a b\u1ea1n.<\/p>\n\n\n\n<p>Tr\u01b0\u1edbc khi \u00e1p d\u1ee5ng b\u1ea5t k\u1ef3 ph\u01b0\u01a1ng ph\u00e1p th\u1ef1c thi n\u00e0o, b\u1ea1n c\u1ea7n hi\u1ec3u r\u00f5 r\u00e0ng v\u1ec1 m\u1ee5c ti\u00eau kinh doanh c\u1ee7a b\u1ea1n.<\/p>\n\n\n\n<p>Khi \u0111\u00f3 b\u1ea1n s\u1ebd c\u00f3 c\u00e2u tr\u1ea3 l\u1eddi cho nh\u1eefng c\u00e2u h\u1ecfi sau:<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Ch\u00fang ta c\u1ea7n c\u00f4ng ngh\u1ec7, con ng\u01b0\u1eddi ho\u1eb7c quy tr\u00ecnh n\u00e0o \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau c\u1ee7a m\u00ecnh?<\/li>\n\n\n\n<li>C\u00f3 kho\u1ea3ng c\u00e1ch n\u00e0o gi\u1eefa k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 tr\u1ea3i nghi\u1ec7m th\u1ef1c t\u1ebf?<\/li>\n\n\n\n<li>B\u1ea1n \u0111ang \u0111\u1ee9ng \u1edf \u0111\u00e2u khi n\u00f3i \u0111\u1ebfn x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m?<\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>C\u00e2u tr\u1ea3 l\u1eddi cho nh\u1eefng c\u00e2u h\u1ecfi n\u00e0y s\u1ebd gi\u00fap b\u1ea1n \u0111\u1ecbnh h\u00ecnh t\u1ed1t h\u01a1n chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\">7.3. X\u00e1c \u0111\u1ecbnh t\u1ea7m nh\u00ecn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng r\u00f5 r\u00e0ng<\/h3>\n\n\n\n<p>Mu\u1ed1n kh\u00e1ch h\u00e0ng c\u00f3 tr\u1ea3i nghi\u1ec7m t\u1ed1t v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n ph\u1ea3i khi\u1ebfn cho ch\u1ecd th\u1ea5y r\u00f5 c\u00e1ch th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n h\u00e0nh x\u1eed nh\u01b0 th\u1ebf n\u00e0o, th\u00f4ng qua vi\u1ec7c x\u00e1c \u0111\u1ecbnh tr\u01b0\u1edbc t\u1ea7m nh\u00ecn v\u1edbi 3 th\u00e0nh ph\u1ea7n:<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>H\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng<\/strong>: Truy\u1ec1n \u0111\u1ea1t c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ho\u1eb7c ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp c\u1eadn m\u00e0 doanh nghi\u1ec7p c\u1ee7a b\u1ea1n \u0111ang \u00e1p d\u1ee5ng \u0111\u1ec3 mang l\u1ea1i tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u01b0\u1ee3t tr\u1ed9i.<\/li>\n\n\n\n<li><strong>B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong>: Xem x\u00e9t t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac trong h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 h\u00e0nh vi c\u1ee7a h\u1ecd nh\u1eb1m cung c\u1ea5p h\u1ed7 tr\u1ee3 \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a.<\/li>\n\n\n\n<li><strong>T\u01b0\u01a1ng t\u00e1c<\/strong>: Khi kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p c\u1ee7a b\u1ea1n, h\u1ecd c\u1ea3m th\u1ea5y th\u1ebf n\u00e0o v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Vi\u1ec7c x\u00e1c \u0111\u1ecbnh r\u00f5 r\u00e0ng t\u1ea7m nh\u00ecn v\u1ec1 tr\u1ea3i nghi\u1ec7m tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng gi\u00fap th\u01b0\u01a1ng hi\u1ec7u nh\u1eadn ra gi\u00e1 tr\u1ecb c\u1ee7a kh\u00e1ch h\u00e0ng t\u1ea1i th\u1eddi \u0111i\u1ec3m ti\u1ebfp x\u00fac v\u00e0 bi\u1ebft c\u00e1ch t\u1ed1i \u0111a h\u00f3a gi\u00e1 tr\u1ecb \u0111\u00f3 th\u00f4ng qua c\u00e1ch \u1ee9ng x\u1eed ph\u00f9 h\u1ee3p v\u00e0 c\u00e1 nh\u00e2n h\u00f3a. T\u1eeb \u0111\u00f3 t\u1ea1o ra tr\u1ea3i nghi\u1ec7m t\u1ed1t nh\u1ea5t.<\/p>\n\n\n\n<p>Quay tr\u1edf l\u1ea1i, vi\u1ec7c ph\u00e1t tri\u1ec3n t\u1ea7m nh\u00ecn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t b\u01b0\u1edbc quan tr\u1ecdng \u0111\u1ec3 chuy\u1ec3n \u0111\u1ed5i c\u00e1ch doanh nghi\u1ec7p c\u1ee7a b\u1ea1n cung c\u1ea5p d\u1ecbch v\u1ee5 cho kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>V\u1edbi t\u1ea7m nh\u00ecn r\u00f5 r\u00e0ng, \u0111\u1ed9i ng\u0169 c\u1ee7a b\u1ea1n d\u1ec5 d\u00e0ng hi\u1ec3u c\u00e1ch n\u00e0o t\u1ed1t nh\u1ea5t \u0111\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh, th\u00fac \u0111\u1ea9y t\u01b0\u01a1ng t\u00e1c v\u00e0 mang l\u1ea1i k\u1ebft qu\u1ea3 kinh doanh t\u1ed1i \u01b0u.<\/p>\n\n\n\n<p><em>NOTE: C\u00e1c nh\u00f3m c\u1ea7n l\u00e0m vi\u1ec7c c\u00f9ng nhau \u0111\u1ec3 thi\u1ebft l\u1eadp m\u1ed9t t\u1ea7m nh\u00ecn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u00f9ng v\u1edbi c\u00e1c m\u1ee5c ti\u00eau ph\u00f9 h\u1ee3p v\u1edbi m\u1ee5c ti\u00eau kinh doanh v\u00e0 kh\u1ea3 thi trong ngu\u1ed3n l\u1ef1c hi\u1ec7n c\u00f3.<\/em><\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\">7.4. X\u00e2y d\u1ef1ng m\u1ed9t \u0111\u1ed9i ng\u0169 m\u1ea1nh m\u1ebd \u0111\u1ec3 t\u0103ng tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n<p>C\u00e1c th\u01b0\u01a1ng hi\u1ec7u mang l\u1ea1i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t t\u1eadp trung v\u00e0o x\u00e2y d\u1ef1ng \u0111\u1ed9i ng\u0169 m\u1ea1nh m\u1ebd. H\u1ecd l\u00e0m nh\u01b0 v\u1eady l\u00e0 c\u00f3 m\u1ee5c \u0111\u00edch.<\/p>\n\n\n\n<p>V\u00ec m\u1ed9t \u0111\u1ed9i ng\u0169 m\u1ea1nh m\u1ebd l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng t\u1ea1o n\u00ean tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t. H\u1ecd ch\u00ednh l\u00e0 nh\u1eefng ng\u01b0\u1eddi tr\u1ef1c ti\u1ebfp cung c\u1ea5p tr\u1ea3i nghi\u1ec7m \u0111\u00e3 thi\u1ebft k\u1ebf v\u00e0 l\u00e0 \u0111\u1ed9ng l\u1ef1c \u0111\u1ec3 t\u1ea1o c\u00e1c \u00fd t\u01b0\u1edfng n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>\u0110\u1ec3 x\u00e2y d\u1ef1ng \u0111\u1ed9i ng\u0169 m\u1ea1nh, b\u1ea1n c\u1ea7n:<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Trang b\u1ecb k\u1ef9 n\u0103ng ph\u00f9 h\u1ee3p<\/strong>: Cung c\u1ea5p cho \u0111\u1ed9i h\u1ed7 tr\u1ee3 c\u1ee7a b\u1ea1n k\u1ef9 n\u0103ng ph\u00f9 h\u1ee3p \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c th\u1eafc m\u1eafc v\u00e0 khi\u1ebfu n\u1ea1i c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3.<\/li>\n\n\n\n<li><strong>\u0110\u00e0o t\u1ea1o ki\u1ebfn \u200b\u200bth\u1ee9c \u0111\u1ea7y \u0111\u1ee7<\/strong>: \u0110\u00e0o t\u1ea1o k\u1ef9 c\u00e0ng ki\u1ebfn th\u1ee9c v\u1ec1 s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5. \u0110\u1ea3m b\u1ea3o ghi nh\u1eadn s\u1ef1 \u0111\u00f3ng g\u00f3p v\u00e0 cung c\u1ea5p th\u00f4ng tin c\u1eadp nh\u1eadt. C\u00f9ng v\u1edbi \u0111\u00f3, gi\u00fap \u0111\u1ed9i ng\u0169 hi\u1ec3u r\u00f5 v\u1ec1 m\u1ee5c ti\u00eau x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1c h\u01b0\u1edbng d\u1eabn c\u1ee5 th\u1ec3.<\/li>\n\n\n\n<li><strong>\u0110\u00e0o t\u1ea1o giao ti\u1ebfp hi\u1ec7u qu\u1ea3<\/strong>: T\u1ea1o cho \u0111\u1ed9i ng\u0169 c\u1ee7a b\u1ea1n t\u00ednh ki\u00ean nh\u1eabn, s\u1ef1 \u0111\u1ed3ng c\u1ea3m ho\u1eb7c th\u00f3i quen s\u1eed d\u1ee5ng nh\u1eefng c\u00e2u t\u00edch c\u1ef1c \u0111\u1ec3 khi\u1ebfn kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y \u0111\u1eb7c bi\u1ec7t v\u00e0 tin t\u01b0\u1edfng r\u1eb1ng v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd s\u1ebd \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\">7.5. \u0110\u1ea7u t\u01b0 v\u00e0o h\u1ec7 th\u1ed1ng v\u00e0 c\u00f4ng c\u1ee5 ph\u00f9 h\u1ee3p \u0111\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n<p>\u0110\u1ea7u t\u01b0 v\u00e0o h\u1ec7 th\u1ed1ng v\u00e0 c\u00f4ng c\u1ee5 ph\u00f9 h\u1ee3p l\u00e0 c\u00e1ch t\u1ed1t nh\u1ea5t \u0111\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>S\u1eed d\u1ee5ng c\u1ea3 c\u00e1c c\u00f4ng c\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 c\u00f9ng v\u1edbi c\u00e1c c\u00f4ng c\u1ee5 truy\u1ec1n th\u1ed1ng \u0111\u1ec3 thu h\u00fat kh\u00e1ch h\u00e0ng, gi\u00fap g\u1eedi ph\u1ea3n h\u1ed3i k\u1ecbp th\u1eddi, theo d\u00f5i h\u00e0nh vi c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 ch\u1ee7 \u0111\u1ed9ng th\u1ef1c hi\u1ec7n c\u00e1c h\u00e0nh \u0111\u1ed9ng.<\/p>\n\n\n\n<p>C\u00f3 h\u1ec7 th\u1ed1ng ph\u00f9 h\u1ee3p c\u0169ng gi\u00fap x\u1eed l\u00fd c\u00e1c khi\u1ebfu n\u1ea1i c\u1ee7a kh\u00e1ch h\u00e0ng nhanh h\u01a1n v\u00e0 cung c\u1ea5p c\u00e1c gi\u1ea3i ph\u00e1p hi\u1ec7u qu\u1ea3 h\u01a1n.<\/p>\n\n\n\n<p>C\u00e1c c\u00f4ng c\u1ee5 \u0111\u00f3ng vai tr\u00f2 quan trong n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng:<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Website<\/li>\n\n\n\n<li>Live chat<\/li>\n\n\n\n<li>Hotline<\/li>\n\n\n\n<li>Email<\/li>\n\n\n\n<li>T\u1ed5ng \u0111\u00e0i<\/li>\n\n\n\n<li>Document<\/li>\n\n\n\n<li>Guideline<\/li>\n\n\n\n<li>POS<\/li>\n\n\n\n<li>CRM<\/li>\n\n\n\n<li>ERP<\/li>\n\n\n\n<li>Sale Kit<\/li>\n\n\n\n<li>B\u1ed9 \u1ea5n ph\u1ea9m v\u0103n ph\u00f2ng<\/li>\n\n\n\n<li>B\u1ed9 nh\u1eadn di\u1ec7n th\u01b0\u01a1ng hi\u1ec7u<\/li>\n\n\n\n<li>&#8230;<\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Ngo\u00e0i ra, c\u1ea7n k\u1ebft n\u1ed1i h\u1ec7 th\u1ed1ng back-office v\u00e0 front-office l\u1ea1i v\u1edbi nhau, \u0111\u1ea3m b\u1ea3o th\u00f4ng tin, d\u1eef li\u1ec7u li\u00ean l\u1ea1c th\u00f4ng su\u1ed1t.<\/p>\n\n\n\n<p><em>NOTE: C\u00f3 nhi\u1ec1u gi\u1ea3i ph\u00e1p c\u00f4ng ngh\u1ec7 \u0111\u01a1n gi\u1ea3n, ti\u1ebft ki\u1ec7m. Quan tr\u1ecdng l\u00e0 c\u1ea7n thi\u1ebft l\u1eadp quy tr\u00ecnh r\u00f5 r\u00e0ng, \u0111\u1ea3m b\u1ea3o li\u00ean l\u1ea1c th\u00f4ng su\u1ed1t v\u00e0 gi\u1ea3m th\u1eddi gian ph\u1ea3n h\u1ed3i<\/em><\/p>\n\n\n<span style=\"--tl-form-height-m:523.594px;--tl-form-height-t:638.969px;--tl-form-height-d:638.969px;\" class=\"tl-placeholder-f-type-shortcode_38565 tl-preload-form\"><span><\/span><\/span>\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Xem ngay m\u1ed9t s\u1ed1 d\u1ecbch v\u1ee5 n\u1ed5i b\u1eadt t\u1ea1i Sao Kim:<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.saokim.com.vn\/en\/dich-vu\/tu-van-chien-luoc-thuong-hieu\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>T\u01b0 v\u1ea5n th\u01b0\u01a1ng hi\u1ec7u<\/strong><\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.saokim.com.vn\/en\/dich-vu\/bo-nhan-dien-thuong-hieu-cong-ty\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Thi\u1ebft k\u1ebf nh\u1eadn di\u1ec7n th\u01b0\u01a1ng hi\u1ec7u<\/strong><\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.saokim.com.vn\/en\/dich-vu\/thiet-ke-logo\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Thi\u1ebft k\u1ebf logo<\/strong><\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.saokim.com.vn\/en\/dich-vu\/thiet-ke-website\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Thi\u1ebft k\u1ebf website<\/strong><\/a><\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\">7.6. T\u1ea1o k\u1ebft n\u1ed1i c\u1ea3m x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n<\/h3>\n\n\n\n<p>T\u1ea5t c\u1ea3 ch\u00fang ta \u0111\u1ec1u hi\u1ec3u c\u1ee5m t\u1eeb &#8220;\u0110\u1eebng nghe nh\u1eefng g\u00ec t\u00f4i n\u00f3i, h\u00e3y nh\u00ecn nh\u1eefng g\u00ec t\u00f4i l\u00e0m&#8221;. C\u1ee5m t\u1eeb n\u00e0y c\u00f3 li\u00ean quan \u0111\u1ebfn vi\u1ec7c mang l\u1ea1i tr\u1ea3i nghi\u1ec7m t\u1ed1t nh\u1ea5t cho kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n.<\/p>\n\n\n\n<p>H\u00e3y xem v\u00ed d\u1ee5 \u0111i\u1ec3n h\u00ecnh v\u1ec1 vi\u1ec7c t\u1ea1o k\u1ebft n\u1ed1i c\u1ea3m x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng \u0111\u1ebfn t\u1eeb Zappos &#8211; th\u01b0\u01a1ng hi\u1ec7u b\u00e1n l\u1ebb gi\u00e0y tr\u1ef1c tuy\u1ebfn n\u1ed5i ti\u1ebfng:<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>&#8220;M\u1ed9t kh\u00e1ch h\u00e0ng c\u1ee7a Zappos \u0111\u00e3 tr\u1ea3 l\u1ea1i m\u1ed9t \u0111\u00f4i gi\u00e0y mu\u1ed9n do m\u1eb9 c\u1ee7a h\u1ecd qua \u0111\u1eddi. Khi Zappos ph\u00e1t hi\u1ec7n ra \u0111i\u1ec1u \u0111\u00f3, h\u1ecd kh\u00f4ng nh\u1eefng ch\u1ea5p nh\u1eadn tr\u1ea3 gi\u00e0y m\u00e0 cho c\u1ea3 nh\u00e2n vi\u00ean chuy\u1ec3n ph\u00e1t nhanh \u0111\u1ebfn nh\u1eadn gi\u00e0y tr\u1ea3 l\u1ea1i mi\u1ec5n ph\u00ed. Kh\u00f4ng d\u1eebng l\u1ea1i \u1edf \u0111\u00f3. Ng\u00e0y h\u00f4m sau, khi kh\u00e1ch h\u00e0ng tr\u1edf v\u1ec1 nh\u00e0 sau gi\u1edd l\u00e0m, h\u1ecd \u0111\u00e3 \u0111\u01b0\u1ee3c Zappos ch\u00e0o \u0111\u00f3n b\u1eb1ng m\u1ed9t b\u00f3 hoa k\u00e8m theo m\u1ed9t t\u1ea5m thi\u1ec7p b\u00e0y t\u1ecf s\u1ef1 chia bu\u1ed3n c\u1ee7a h\u1ecd.&#8221;<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>B\u1ea1n c\u00f3 th\u1ec3 quay l\u01b0ng l\u1ea1i v\u1edbi m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u t\u1eed t\u1ebf v\u00e0 t\u00e2m l\u00fd nh\u01b0 v\u1eady kh\u00f4ng?<\/p>\n\n\n\n<p>Kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean trung th\u00e0nh kh\u00f4ng ph\u1ea3i ch\u1ec9 v\u00ec s\u1ea3n ph\u1ea9m t\u1ed1t nh\u1ea5t. H\u1ecd trung th\u00e0nh v\u00ec h\u1ecd c\u1ea3m th\u1ea5y g\u1eafn b\u00f3 v\u1ec1 m\u1eb7t t\u00ecnh c\u1ea3m v\u00e0 h\u1ecd nh\u1edb c\u1ea3m gi\u00e1c c\u1ee7a m\u00ecnh khi s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 n\u00e0o \u0111\u00f3.<\/p>\n\n\n\n<p>V\u00e0 nghi\u00ean c\u1ee9u c\u1ee7a <a href=\"https:\/\/news.gallup.com\/businessjournal\/127520\/retail-new-normal.aspx\" target=\"_blank\" rel=\"noreferrer noopener nofollow\"><strong>GALLUP<\/strong><\/a> c\u0169ng ch\u1ec9 ra r\u1eb1ng &#8220;m\u1ed9t doanh nghi\u1ec7p t\u1eadp trung v\u00e0o k\u1ebft n\u1ed1i c\u1ea3m x\u00fac c\u00f3 t\u1ed1c \u0111\u1ed9 <strong>t\u0103ng tr\u01b0\u1edfng doanh s\u1ed1 b\u00e1n h\u00e0ng h\u01a1n 85%<\/strong> so v\u1edbi c\u00e1c \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh.&#8221;<\/p>\n\n\n\n<p><em>Xem th\u00eam: L\u1eadp <a href=\"https:\/\/www.saokim.com.vn\/en\/cam-nang\/ke-hoach-truyen-thong-marketing-tich-hop-imc\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>k\u1ebf ho\u1ea1ch truy\u1ec1n th\u00f4ng IMC<\/strong><\/a> &#8211; t\u00edch h\u1ee3p truy\u1ec1n th\u00f4ng v\u00e0 Marketing \u0111\u1ec3 th\u00fac \u0111\u1ea9y m\u1ea1nh m\u1ebd vi\u1ec7c x\u00e2y d\u1ef1ng li\u00ean k\u1ebft v\u1edbi kh\u00e1ch h\u00e0ng.<\/em><\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\">7.7. Thu th\u1eadp ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng trong th\u1eddi gian th\u1ef1c<\/h3>\n\n\n\n<p>L\u00e0m c\u00e1ch n\u00e0o \u0111\u1ec3 bi\u1ebft li\u1ec7u b\u1ea1n c\u00f3 \u0111ang cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u1eb7c bi\u1ec7t hay kh\u00f4ng? C\u00e1ch t\u1ed1t nh\u1ea5t \u0111\u1ec3 t\u00ecm hi\u1ec3u l\u00e0 thu th\u1eadp ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng:<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Kh\u1ea3o s\u00e1t<\/strong>: S\u1eed d\u1ee5ng c\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t ph\u1ea3n h\u1ed3i sau t\u01b0\u01a1ng t\u00e1c v\u00e0 th\u1eddi gian th\u1ef1c. Sau \u0111\u00f3, li\u00ean h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng qua \u0111i\u1ec7n tho\u1ea1i ho\u1eb7c email \u0111\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n<\/li>\n\n\n\n<li><strong>L\u1eafng nghe m\u1ea1ng x\u00e3 h\u1ed9i<\/strong>: Kh\u00e1ch h\u00e0ng c\u00f3 xu h\u01b0\u1edbng trung th\u1ef1c v\u00e0 d\u1ec5 d\u00e0ng ph\u1ea3n h\u1ed3i nh\u1ea5t tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i. \u0110\u1eb7c bi\u1ec7t l\u00e0 trong c\u00e1c trang, h\u1ed9i nh\u00f3m kh\u00f4ng thu\u1ed9c s\u1edf h\u1eefu c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u. C\u00f4ng c\u1ee5 ph\u1ed5 bi\u1ebfn l\u00e0 <a href=\"https:\/\/sproutsocial.com\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\"><strong>Spourtcocial<\/strong><\/a> v\u00e0 <strong>SMCC<\/strong><\/li>\n\n\n\n<li><strong>L\u1eafng nghe tr\u00ean internet<\/strong>: L\u1eafng nghe c\u00e1c b\u00e0i \u0111\u0103ng tr\u00ean b\u1ea5t k\u1ef3 webstie n\u00e0o th\u00f4ng qua <a href=\"https:\/\/www.google.com\/alerts?hl=vi\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Google Alert<\/strong><\/a> \u0111\u1ec3 thu th\u1eadp tin t\u1ee9c v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n k\u1ecbp th\u1eddi.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>\u0110i\u1ec1u quan tr\u1ecdng n\u1eefa l\u00e0 li\u00ean k\u1ebft ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi c\u00e1c gi\u1ea3i ph\u00e1p c\u1ee5 th\u1ec3, nhanh ch\u00f3ng. \u0110i\u1ec1u n\u00e0y gi\u00fap th\u00fac \u0111\u1ea9y c\u00e1c th\u00e0nh vi\u00ean trong nh\u00f3m c\u1ee7a b\u1ea1n v\u00ec h\u1ecd c\u00f3 th\u1ec3 th\u1ea5y s\u1ef1 kh\u00e1c bi\u1ec7t m\u00e0 h\u1ecd \u0111ang t\u1ea1o ra cho doanh nghi\u1ec7p c\u1ee7a b\u1ea1n.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\">7.8. H\u00e0nh \u0111\u1ed9ng d\u1ef1a tr\u00ean ph\u1ea3n h\u1ed3i th\u01b0\u1eddng xuy\u00ean c\u1ee7a nh\u00e2n vi\u00ean<\/h3>\n\n\n\n<p>H\u1ea7u h\u1ebft c\u00e1c doanh nghi\u1ec7p c\u00f3 kh\u1ea3o s\u00e1t nh\u00e2n vi\u00ean cu\u1ed1i n\u0103m \u0111\u1ec3 thu th\u1eadp ph\u1ea3n h\u1ed3i c\u1ee7a h\u1ecd. \u0110\u00f3 c\u00f3 th\u1ec3 l\u00e0 nh\u1eefng c\u00e2u h\u1ecfi chung chung xung quanh m\u1ed9t n\u0103m l\u00e0m vi\u1ec7c.<\/p>\n\n\n\n<p>Nh\u01b0ng 1 n\u0103m l\u00e0 th\u1eddi gian qu\u00e1 d\u00e0i v\u00e0 ph\u1ea3n h\u1ed3i c\u00f3 th\u1ec3 ch\u1eb3ng c\u00f2n gi\u00e1 tr\u1ecb. Ngo\u00e0i ra, m\u00f4i tr\u01b0\u1eddng v\u00e0 c\u00e1c y\u1ebfu t\u1ed1 kh\u00e1ch quan c\u1ea3n tr\u1edf c\u0169ng l\u00e0m gi\u1ea3m \u0111i gi\u00e1 tr\u1ecb c\u1ee7a c\u00e1c ph\u1ea3n h\u1ed3i.<\/p>\n\n\n\n<p>V\u1eady n\u00ean, b\u1ea1n c\u1ea7n thi\u1ebft l\u1eadp c\u00e1c c\u00f4ng c\u1ee5, t\u1ea1o m\u00f4i tr\u01b0\u1eddng thu\u1eadn l\u1ee3i cho ph\u00e9p nh\u00e2n vi\u00ean:<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Chia s\u1ebb \u00fd t\u01b0\u1edfng v\u1ec1 c\u00e1ch doanh nghi\u1ec7p c\u1ee7a b\u1ea1n c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/li>\n\n\n\n<li>Chia s\u1ebb c\u1ea3m x\u00fac hi\u1ec7n t\u1ea1i c\u1ee7a h\u1ecd \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p c\u1ee7a b\u1ea1n (ph\u1ea3n h\u1ed3i n\u00e0y c\u0169ng c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c chia s\u1ebb v\u1edbi ng\u01b0\u1eddi qu\u1ea3n l\u00fd c\u1ee7a b\u1ea1n \u0111\u1ec3 h\u1ecd c\u00f3 th\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 tinh th\u1ea7n c\u1ee7a nh\u00e2n vi\u00ean)<\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Sau \u0111\u00f3, c\u00e2n nh\u1eafc h\u00e0nh \u0111\u1ed9ng d\u1ef1a tr\u00ean ph\u1ea3n h\u1ed3i th\u01b0\u1eddng xuy\u00ean c\u1ee7a nh\u00e2n vi\u00ean, cho th\u1ea5y b\u1ea1n s\u1eb5n s\u00e0ng \u0111\u00f3n nh\u1eadn nh\u1eefng \u00fd t\u01b0\u1edfng m\u1edbi t\u1eeb m\u1ecdi ng\u01b0\u1eddi \u1edf m\u1ecdi c\u1ea5p \u0111\u1ed9 trong t\u1ed5 ch\u1ee9c v\u00e0 b\u1ea1n coi tr\u1ecdng \u00fd ki\u1ebfn \u200b\u200bc\u1ee7a h\u1ecd.<\/p>\n\n\n\n<p>V\u00e0 khi nh\u00e2n vi\u00ean c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c tr\u00e2n tr\u1ecdng, h\u1ecd s\u1ebd c\u00f3 xu h\u01b0\u1edbng chia s\u1ebb c\u00e1c \u00fd t\u01b0\u1edfng v\u00e0 gi\u1ea3i ph\u00e1p s\u00e1ng t\u1ea1o v\u1ec1 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u1edbi b\u1ea1n h\u01a1n.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\">7.9. \u0110o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"628\" src=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/phan-tich-do-luong-trai-nghiem-khach-hang.jpg\" alt=\"\u0110o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\" class=\"wp-image-31129\" title=\"\u0110o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\" srcset=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/phan-tich-do-luong-trai-nghiem-khach-hang.jpg 1200w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/phan-tich-do-luong-trai-nghiem-khach-hang-300x157.jpg 300w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/phan-tich-do-luong-trai-nghiem-khach-hang-768x402.jpg 768w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n\n\n\n<p>\u0110o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 \u0111i\u1ec1u quan tr\u1ecdng \u0111\u1ed1i v\u1edbi m\u1ecdi doanh nghi\u1ec7p. N\u00f3 gi\u00fap hi\u1ec3u \u0111\u01b0\u1ee3c doanh nghi\u1ec7p c\u1ee7a b\u1ea1n \u0111ang ho\u1ea1t \u0111\u1ed9ng t\u1ed1t nh\u01b0 th\u1ebf n\u00e0o v\u00e0 m\u1ee9c \u0111\u1ed9 nh\u1eadn th\u1ee9c th\u01b0\u01a1ng hi\u1ec7u, s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>Theo <a href=\"https:\/\/lumoa.me\/state-of-customer-experience-nordics\" target=\"_blank\" rel=\"noreferrer noopener nofollow\"><strong>Lumoa<\/strong><\/a>, <strong>21% c\u00f4ng ty<\/strong> \u0111\u00e3 ph\u00e1t tri\u1ec3n KPI c\u1ee7a ri\u00eang h\u1ecd \u0111\u1ec3 theo d\u00f5i tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>Tuy nhi\u00ean, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 ph\u1ea3i \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch c\u00f3 h\u1ec7 th\u1ed1ng, to\u00e0n di\u1ec7n v\u00e0 hi\u1ec7u qu\u1ea3 b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng c\u00e1c ch\u1ec9 s\u1ed1 ph\u00f9 h\u1ee3p trong h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>C\u00e1c ch\u1ec9 s\u1ed1 ch\u00ednh v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng nh\u01b0 sau:<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-black-color has-text-color\">Ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (CSAT):<\/h4>\n\n\n\n<p>C\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t c\u1ee7a <a href=\"https:\/\/en.wikipedia.org\/wiki\/Customer_satisfaction\" target=\"_blank\" rel=\"noreferrer noopener nofollow\"><strong>CSAT<\/strong><\/a> \u0111\u1eb7t c\u00e2u h\u1ecfi tr\u1ef1c ti\u1ebfp v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd v\u1edbi c\u00f4ng ty c\u1ee7a b\u1ea1n bao g\u1ed3m c\u1ea3 s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u00e0 c\u00e1ch h\u1ecd \u0111\u01b0\u1ee3c \u0111\u1ed1i x\u1eed.<\/p>\n\n\n\n<p>N\u1ebfu c\u00e2u h\u1ecfi d\u1ea1ng &#8220;B\u1ea1n c\u00f3 c\u1ea3m th\u1ea5y h\u00e0i l\u00f2ng v\u1edbi &#8230;. kh\u00f4ng?&#8221; (nh\u1eadn tr\u1ea3 l\u1eddi C\u00f3 ho\u1eb7c Kh\u00f4ng) th\u00ec c\u00f3 th\u1ec3 t\u00ednh ngay b\u1eb1ng c\u00f4ng th\u1ee9c:<\/p>\n\n\n\n<p>C\u00f4ng th\u1ee9c t\u00ednh ch\u1ec9 s\u1ed1 CSAT:<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Trai-Nghiem-Khach-Hang-Cong-thuc-tinh-CSAT.jpg\" alt=\"C\u00f4ng th\u1ee9c t\u00ednh ch\u1ec9 s\u1ed1 CSAT\" class=\"wp-image-33413\" title=\"C\u00f4ng th\u1ee9c t\u00ednh ch\u1ec9 s\u1ed1 CSAT\"\/><\/figure>\n\n\n\n<p>Tuy nhi\u00ean, c\u00e2u h\u1ecfi d\u1ea1ng C\u00f3\/ Kh\u00f4ng \u0111\u00f4i khi ch\u01b0a ch\u00ednh x\u00e1c l\u1eafm \u0111\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng.<\/p>\n\n\n\n<p>Do \u0111\u00f3, b\u1ea1n c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng d\u1ea1ng c\u00e2u h\u1ecfi nh\u01b0: &#8220;\u0110\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a b\u1ea1n v\u1edbi &#8230; theo thang \u0111i\u1ec3m t\u1eeb 1 \u0111\u1ebfn 5&#8221;<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"629\" src=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Trai-Nghiem-Khach-Hang-Muc-Do-Hai-Long-Cua-Khach-Hang.jpg\" alt=\"\u0110o l\u01b0\u1eddng ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng CSAT\" class=\"wp-image-31110\" title=\"\u0110o l\u01b0\u1eddng ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng CSAT\" srcset=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Trai-Nghiem-Khach-Hang-Muc-Do-Hai-Long-Cua-Khach-Hang.jpg 1200w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Trai-Nghiem-Khach-Hang-Muc-Do-Hai-Long-Cua-Khach-Hang-300x157.jpg 300w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Trai-Nghiem-Khach-Hang-Muc-Do-Hai-Long-Cua-Khach-Hang-768x403.jpg 768w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n\n\n\n<p>Ng\u01b0\u1eddi tr\u1ea3 l\u1eddi s\u1ebd \u0111\u01b0\u1ee3c h\u01b0\u1edbng d\u1eabn \u0111\u1ec3 ch\u1ecdn theo thang \u0111i\u1ec3m t\u1eeb R\u1ea5t kh\u00f4ng h\u00e0i l\u00f2ng \u0111\u1ebfn R\u1ea5t h\u00e0i l\u00f2ng. CSAT th\u01b0\u1eddng \u0111\u01b0\u1ee3c \u0111o l\u01b0\u1eddng nh\u1ea5t tr\u00ean thang \u0111i\u1ec3m 5 ho\u1eb7c 10 \u0111i\u1ec3m, nh\u01b0ng v\u1eabn t\u1ed3n t\u1ea1i c\u00e1c bi\u1ebfn th\u1ec3 kh\u00e1c.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"627\" src=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/08\/Trai-Nghiem-Khach-Hang-Cong-thuc-tinh-CSAT-2.jpg\" alt=\"C\u00f4ng th\u1ee9c t\u00ednh ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng theo thang \u0111i\u1ec3m chi ti\u1ebft\" class=\"wp-image-33863\" srcset=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/08\/Trai-Nghiem-Khach-Hang-Cong-thuc-tinh-CSAT-2.jpg 1200w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/08\/Trai-Nghiem-Khach-Hang-Cong-thuc-tinh-CSAT-2-300x157.jpg 300w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/08\/Trai-Nghiem-Khach-Hang-Cong-thuc-tinh-CSAT-2-768x401.jpg 768w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n\n\n\n<p>B\u1ea3ng \u0111i\u1ec3m so s\u00e1nh:<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li>0-40%: M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng th\u1ea5p<\/li>\n\n\n\n<li>40-60%: M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng ch\u1ea5p nh\u1eadn \u0111\u01b0\u1ee3c<\/li>\n\n\n\n<li>60-80%: M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng t\u01b0\u01a1ng \u0111\u1ed1i t\u1ed1t<\/li>\n\n\n\n<li>80-100%: M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng tuy\u1ec7t v\u1eddi<\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-black-color has-text-color\">Ch\u1ec9 s\u1ed1 ng\u01b0\u1eddi \u1ee7ng h\u1ed9 (NPS):<\/h4>\n\n\n\n<p>Ch\u1ec9 s\u1ed1 <a href=\"https:\/\/vi.wikipedia.org\/wiki\/Net_Promoter_Score\" target=\"_blank\" rel=\"noreferrer noopener nofollow\"><strong>NPS<\/strong><\/a> \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 t\u00ecm hi\u1ec3u xem kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n c\u00f3 kh\u1ea3 n\u0103ng gi\u1edbi thi\u1ec7u b\u1ea1n v\u1edbi b\u1ea1n b\u00e8 v\u00e0 ng\u01b0\u1eddi th\u00e2n c\u1ee7a h\u1ecd nh\u01b0 th\u1ebf n\u00e0o.<\/p>\n\n\n\n<p>Kh\u1ea3o s\u00e1t ch\u1ec9 s\u1ed1 NPS c\u00f3 th\u1ec3 h\u1ecfi: &#8220;B\u1ea1n c\u00f3 s\u1eb5n l\u00f2ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m c\u1ee7a ch\u00fang t\u00f4i v\u1edbi b\u1ea1n b\u00e8 ho\u1eb7c ng\u01b0\u1eddi th\u00e2n c\u1ee7a b\u1ea1n?&#8221;<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"629\" src=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/05\/Trai-Nghiem-Khach-Hang-Danh-Gia-Chi-So-NPS-1.jpg\" alt=\"\u0110o l\u01b0\u1eddng ch\u1ec9 s\u1ed1 ng\u01b0\u1eddi \u1ee7ng h\u1ed9 NPS\" class=\"wp-image-31104\" title=\"\u0110o l\u01b0\u1eddng ch\u1ec9 s\u1ed1 ng\u01b0\u1eddi \u1ee7ng h\u1ed9 NPS\" srcset=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/05\/Trai-Nghiem-Khach-Hang-Danh-Gia-Chi-So-NPS-1.jpg 1200w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/05\/Trai-Nghiem-Khach-Hang-Danh-Gia-Chi-So-NPS-1-300x157.jpg 300w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/05\/Trai-Nghiem-Khach-Hang-Danh-Gia-Chi-So-NPS-1-768x403.jpg 768w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n\n\n\n<p>C\u00f4ng th\u1ee9c t\u00ednh ch\u1ec9 s\u1ed1 NPS:<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"629\" src=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Trai-Nghiem-Khach-Hang-Cong-thuc-tinh-NPS.jpg\" alt=\"C\u00f4ng th\u1ee9c t\u00ednh ch\u1ec9 s\u1ed1 NPS\" class=\"wp-image-31112\" title=\"C\u00f4ng th\u1ee9c t\u00ednh ch\u1ec9 s\u1ed1 NPS\" srcset=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Trai-Nghiem-Khach-Hang-Cong-thuc-tinh-NPS.jpg 1200w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Trai-Nghiem-Khach-Hang-Cong-thuc-tinh-NPS-300x157.jpg 300w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Trai-Nghiem-Khach-Hang-Cong-thuc-tinh-NPS-768x403.jpg 768w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n\n\n\n<p>B\u1ea3ng \u0111i\u1ec3m so s\u00e1nh:<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li>100 \u2013 0%: Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng k\u00e9m<\/li>\n\n\n\n<li>0 \u2013 50%: Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ea1m \u1ed5n<\/li>\n\n\n\n<li>50 \u2013 70%: Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t<\/li>\n\n\n\n<li>70 \u2013 100%: Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi<\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><em>NOTE: Ch\u1ec9 s\u1ed1 NPS c\u0169ng th\u01b0\u1eddng xuy\u00ean \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 \u0111o l\u01b0\u1eddng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng<\/em><\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-black-color has-text-color\">Ch\u1ec9 s\u1ed1 n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng (CES):<\/h4>\n\n\n\n<p>Ch\u1ec9 s\u1ed1 <strong>CES<\/strong> \u0111\u00e1nh gi\u00e1 n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng khi s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n. N\u1ebfu kh\u00e1ch h\u00e0ng ph\u1ea3i b\u1ecf ra r\u1ea5t nhi\u1ec1u n\u1ed7 l\u1ef1c \u0111\u1ec3 s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n th\u00ec khi c\u00f3 m\u1ed9t s\u1ea3n ph\u1ea9m thay th\u1ebf d\u1ec5 s\u1eed d\u1ee5ng h\u01a1n xu\u1ea5t hi\u1ec7n, h\u1ecd s\u1ebd r\u1eddi b\u1ecf b\u1ea1n.<\/p>\n\n\n\n<p>Ng\u01b0\u1ee3c l\u1ea1i, n\u1ebfu s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n c\u1ea7n b\u1ecf \u00edt n\u1ed7 l\u1ef1c, r\u00e0o c\u1ea3n ti\u1ebfp c\u1eadn\/ s\u1eed d\u1ee5ng nh\u1ecf th\u00ec kh\u00e1ch h\u00e0ng c\u00f3 xu h\u01b0\u1edbng s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n l\u00e2u h\u01a1n.<\/p>\n\n\n\n<p>B\u1ea1n c\u00f3 th\u1ec3 \u0111o l\u01b0\u1eddng ch\u1ec9 s\u1ed1 n\u00e0y m\u00ecnh b\u1eb1ng c\u00e1ch h\u1ecfi kh\u00e1ch h\u00e0ng, theo thang \u0111i\u1ec3m 7 t\u1eeb \u201cR\u1ea5t kh\u00f3\u201d \u0111\u1ebfn \u201cR\u1ea5t d\u1ec5\u201d.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"629\" src=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/05\/Trai-Nghiem-Khach-Hang-Danh-Gia-Chi-So-CES.jpg\" alt=\"\u0110o l\u01b0\u1eddng ch\u1ec9 s\u1ed1 n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng CES\" class=\"wp-image-31102\" title=\"\u0110o l\u01b0\u1eddng ch\u1ec9 s\u1ed1 n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng CES\" srcset=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/05\/Trai-Nghiem-Khach-Hang-Danh-Gia-Chi-So-CES.jpg 1200w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/05\/Trai-Nghiem-Khach-Hang-Danh-Gia-Chi-So-CES-300x157.jpg 300w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/05\/Trai-Nghiem-Khach-Hang-Danh-Gia-Chi-So-CES-768x403.jpg 768w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n\n\n\n<p>C\u00f4ng th\u1ee9c t\u00ednh CES:<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"629\" src=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Trai-Nghiem-Khach-Hang-Cong-thuc-tinh-CES.jpg\" alt=\"C\u00f4ng th\u1ee9c t\u00ednh ch\u1ec9 s\u1ed1 CES\" class=\"wp-image-31113\" title=\"C\u00f4ng th\u1ee9c t\u00ednh ch\u1ec9 s\u1ed1 CES\" srcset=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Trai-Nghiem-Khach-Hang-Cong-thuc-tinh-CES.jpg 1200w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Trai-Nghiem-Khach-Hang-Cong-thuc-tinh-CES-300x157.jpg 300w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Trai-Nghiem-Khach-Hang-Cong-thuc-tinh-CES-768x403.jpg 768w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n\n\n\n<p>B\u1ea3ng \u0111i\u1ec3m so s\u00e1nh:<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li>0-3: Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng k\u00e9m<\/li>\n\n\n\n<li>4-5: Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng b\u00ecnh th\u01b0\u1eddng<\/li>\n\n\n\n<li>6-7: Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t<\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><em>NOTE: Ch\u1ec9 s\u1ed1 CES c\u0169ng th\u01b0\u1eddng \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng (User Experience &#8211; hay c\u00f2n g\u1ecdi l\u00e0 UX)<\/em><\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\">7.10. T\u1ed1i \u01b0u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n<p>X\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh li\u00ean t\u1ee5c. V\u1edbi d\u1eef li\u1ec7u b\u1ea1n theo d\u00f5i, \u0111o l\u01b0\u1eddng \u0111\u01b0\u1ee3c, b\u1ea1n n\u00ean th\u01b0\u1eddng xuy\u00ean xem l\u1ea1i vi\u1ec7c x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh v\u00e0 t\u00ecm c\u00e1ch t\u1ed1i \u01b0u.<\/p>\n\n\n\n<p>Chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 b\u1ecb \u1ea3nh h\u01b0\u1edfng b\u1edfi m\u1ed9t s\u1ed1 y\u1ebfu t\u1ed1, ch\u1eb3ng h\u1ea1n nh\u01b0 xu h\u01b0\u1edbng m\u1edbi, c\u1ea1nh tranh, c\u00f4ng ngh\u1ec7 ho\u1eb7c s\u1ef1 thay \u0111\u1ed5i trong h\u00e0nh vi c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng. \u0110\u00f3 l\u00e0 l\u00fd do t\u1ea1i sao c\u1ea7n ph\u1ea3i theo d\u00f5i th\u00eam c\u00e1c l\u0129nh v\u1ef1c n\u00e0y v\u00e0 \u0111i\u1ec1u ch\u1ec9nh chi\u1ebfn l\u01b0\u1ee3c cho ph\u00f9 h\u1ee3p.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<span style=\"--tl-form-height-m:669.375px;--tl-form-height-t:564.594px;--tl-form-height-d:564.594px;\" class=\"tl-placeholder-f-type-shortcode_31141 tl-preload-form\"><span><\/span><\/span>\n\n\n<p class=\"has-text-align-center\"><em>Sao Kim \u0111ang g\u1eedi t\u00e0i li\u1ec7u \u0111\u1ebfn email c\u1ee7a b\u1ea1n. Vui l\u00f2ng ki\u1ec3m tra sau v\u00e0i ph\u00fat (ki\u1ec3m tra c\u1ea3 th\u01b0 m\u1ee5c spam n\u1ebfu kh\u00f4ng th\u1ea5y)<\/em><\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\">8. 8 Gi\u1ea3i ph\u00e1p c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h2>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"628\" src=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Giai-Phap-Cai-Thien-Trai-Nghiem-Khach-Hang.jpg\" alt=\"Gi\u1ea3i ph\u00e1p c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\" class=\"wp-image-31155\" title=\"Gi\u1ea3i ph\u00e1p c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\" srcset=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Giai-Phap-Cai-Thien-Trai-Nghiem-Khach-Hang.jpg 1200w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Giai-Phap-Cai-Thien-Trai-Nghiem-Khach-Hang-300x157.jpg 300w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Giai-Phap-Cai-Thien-Trai-Nghiem-Khach-Hang-768x402.jpg 768w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n\n\n\n<p>Theo <strong><a href=\"https:\/\/www.forbes.com\/sites\/forbescoachescouncil\/2017\/08\/08\/the-importance-of-customer-experience-in-the-age-of-instant-gratification\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Forbes<\/a>,<\/strong> &#8220;Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 ti\u00eau chu\u1ea9n kinh doanh ng\u00e0y nay&#8221;, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng quy\u1ebft \u0111\u1ecbnh l\u1edbn \u0111\u1ebfn s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a doanh nghi\u1ec7p.<\/p>\n\n\n\n<p>V\u00e0 theo nh\u01b0 nghi\u00ean c\u1ee9u c\u1ee7a Peter Kriss &#8211; Chuy\u00ean gia nghi\u00ean c\u1ee9u t\u1ea1i Medallia \u0111\u0103ng tr\u00ean <a href=\"https:\/\/hbr.org\/2014\/08\/the-value-of-customer-experience-quantified\" target=\"_blank\" rel=\"noreferrer noopener nofollow\"><strong>Harvard Business Review<\/strong><\/a>, \u0111\u1ea7u t\u01b0 v\u00e0o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng gi\u00fap gi\u1ea3m chi ph\u00ed v\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 tr\u1ea3i nghi\u1ec7m t\u1ed1t c\u00f3 xu h\u01b0\u1edbng chi ti\u00eau nhi\u1ec1u h\u01a1n 140%.<\/p>\n\n\n\n<p>C\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 vi\u1ec7c gi\u1ea3m chi ph\u00ed, t\u0103ng doanh thu v\u00e0 \u0111\u1ea3m b\u1ea3o t\u0103ng tr\u01b0\u1edfng d\u00e0i h\u1ea1n.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"365\" height=\"296\" src=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Trai-Nghiem-Khach-Hang-Giup-Tang-Truong-Doanh-Thu.gif\" alt=\"Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng gi\u00fap t\u0103ng doanh s\u1ed1 - Medallia\" class=\"wp-image-31114\" style=\"width:650px;height:527px\" title=\"Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng gi\u00fap t\u0103ng doanh s\u1ed1 - Medallia\" srcset=\"https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Trai-Nghiem-Khach-Hang-Giup-Tang-Truong-Doanh-Thu.gif 365w, https:\/\/www.saokim.com.vn\/en\/wp-content\/uploads\/2022\/06\/Trai-Nghiem-Khach-Hang-Giup-Tang-Truong-Doanh-Thu-300x243.gif 300w\" sizes=\"(max-width: 365px) 100vw, 365px\" \/><\/figure>\n<\/div>\n\n\n<p>Do \u0111\u00f3, \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau kinh doanh cao h\u01a1n v\u00e0 b\u1ec1n v\u1eefng h\u01a1n, b\u1ea1n c\u1ea7n \u0111\u1ea7u t\u01b0 nhi\u1ec1u th\u1eddi gian v\u00e0 c\u00f4ng s\u1ee9c v\u00e0o c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>D\u01b0\u1edbi \u0111\u00e2y l\u00e0 8 gi\u1ea3i ph\u00e1p gi\u00fap b\u1ea1n c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng:<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\">8.1. Trao quy\u1ec1n cho nh\u00e2n vi\u00ean<\/h3>\n\n\n\n<p>Nh\u1eefng c\u00f4ng ty mang l\u1ea1i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t \u0111\u1ec1u b\u1eaft \u0111\u1ea7u t\u1eeb vi\u1ec7c trao quy\u1ec1n cho nh\u00e2n vi\u00ean c\u1ee7a h\u1ecd.<\/p>\n\n\n\n<p>\u0110i\u1ec1u n\u00e0y th\u1ef1c s\u1ef1 quan tr\u1ecdng v\u00e0 t\u00f4i mu\u1ed1n \u0111\u01b0a l\u00ean \u0111\u1ea7u ti\u00ean. B\u1edfi v\u00ec c\u00f3 m\u1ed1i li\u00ean h\u1ec7 quan tr\u1ecdng gi\u1eefa nh\u00e2n vi\u00ean \u0111\u01b0\u1ee3c trao quy\u1ec1n v\u00e0 nh\u1eefng kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng.<\/p>\n\n\n\n<p>H\u00e3y th\u1eed ngh\u0129 v\u1ec1 m\u1ed9t v\u00ed d\u1ee5: Kh\u00e1ch h\u00e0ng \u0111\u00e3 nghe nh\u00e2n vi\u00ean c\u1ee7a b\u1ea1n t\u01b0 v\u1ea5n h\u01a1n 30 ph\u00fat, h\u1ecd th\u1ea5y g\u00f3i d\u1ecbch v\u1ee5 kh\u00e1 \u1ed5n v\u00e0 mu\u1ed1n gi\u1ea3m gi\u00e1 \u0111\u1ec3 quy\u1ebft \u0111\u1ecbnh mua. Nh\u00e2n vi\u00ean c\u1ee7a b\u1ea1n c\u1ea3m th\u1ea5y c\u00f3 th\u1ec3 ch\u1ea5p nh\u1eadn nh\u01b0ng h\u1ecd c\u1ea7n xin ph\u00ea duy\u1ec7t v\u1edbi ng\u01b0\u1eddi qu\u1ea3n l\u00fd.<\/p>\n\n\n\n<p>Tuy nhi\u00ean, v\u1ea5n \u0111\u1ec1 g\u00ec s\u1ebd x\u1ea3y ra n\u1ebfu qu\u1ea3n l\u00fd kh\u00f4ng ph\u1ea3n h\u1ed3i k\u1ecbp th\u1eddi?<\/p>\n\n\n\n<p>Ch\u1eafc ch\u1eafn kh\u00e1ch h\u00e0ng kh\u00f4ng mu\u1ed1n ch\u1edd \u0111\u1ee3i qu\u00e1 l\u00e2u. S\u1ebd d\u1ec5 d\u00e0ng h\u01a1n n\u1ebfu nh\u00e2n vi\u00ean c\u1ee7a b\u1ea1n c\u00f3 th\u1ec3 ch\u1ea5p nh\u1eadn chi\u1ebft kh\u1ea5u trong m\u1ed9t kho\u1ea3ng n\u00e0o \u0111\u00f3 \u0111\u1ec3 c\u00f3 th\u1ec3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 ngay l\u1eadp t\u1ee9c.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>C\u00e1ch \u00e1p d\u1ee5ng:<\/strong><\/p>\n\n\n\n<p>T\u00ecm hi\u1ec3u \u0111i\u1ec1u g\u00ec \u0111ang c\u1ea3n tr\u1edf nh\u00e2n vi\u00ean c\u1ee7a b\u1ea1n mang l\u1ea1i tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi cho kh\u00e1ch h\u00e0ng. S\u1eed d\u1ee5ng kh\u1ea3o s\u00e1t nh\u00e2n vi\u00ean \u0111\u1ec3 ph\u00e1t hi\u1ec7n ra b\u1ea5t k\u1ef3 \u0111i\u1ec3m kh\u00f3 kh\u0103n chung n\u00e0o trong tr\u1ea3i nghi\u1ec7m c\u1ee7a nh\u00e2n vi\u00ean. T\u1eeb \u0111\u00f3 xem x\u00e9t c\u00e1c quy tr\u00ecnh, c\u00f4ng c\u1ee5 giao ti\u1ebfp, qu\u1ea3n l\u00fd hay ph\u1ea1m vi quy\u1ebft \u0111\u1ecbnh.<\/p>\n\n\n\n<p>Ngo\u00e0i ra, h\u00e3y xem x\u00e9t c\u1ea3 v\u0103n h\u00f3a c\u00f4ng ty. V\u0103n h\u00f3a c\u00f4ng ty c\u00f3 mang l\u1ea1i cho nh\u00e2n vi\u00ean tr\u1ea3i nghi\u1ec7m t\u1ed1t hay kh\u00f4ng, giao ti\u1ebfp gi\u1eefa qu\u1ea3n l\u00fd v\u00e0 nh\u00e2n vi\u00ean c\u00f3 \u0111ang th\u00fac \u0111\u1ea9y qu\u00e1 tr\u00ecnh h\u1ed7 tr\u1ee3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hay kh\u00f4ng?<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\">8.2. \u0110\u00e1nh gi\u00e1 cao \u00fd t\u01b0\u1edfng c\u1ee7a nh\u00e2n vi\u00ean<\/h3>\n\n\n\n<p>Nh\u00e2n vi\u00ean l\u00e0 ng\u01b0\u1eddi th\u01b0\u1eddng xuy\u00ean t\u01b0\u01a1ng t\u00e1c tr\u1ef1c ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng. H\u1ecd l\u00e0 ng\u01b0\u1eddi tr\u1ef1c ti\u1ebfp th\u1ef1c thi l\u1eddi h\u1ee9a c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u v\u00e0 t\u00e1c \u0111\u1ed9ng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn nh\u1eadn th\u1ee9c c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>Nh\u1eefng nh\u00e2n vi\u00ean c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c tr\u00e2n tr\u1ecdng s\u1ebd tham gia nhi\u1ec1u h\u01a1n v\u00e0o c\u00f4ng vi\u1ec7c, h\u1ecd ch\u1ee7 \u0111\u1ed9ng \u0111\u01b0a ra nhi\u1ec1u \u00fd t\u01b0\u1edfng s\u00e1ng t\u1ea1o v\u00e0 s\u1eb5n s\u00e0ng gi\u00fap \u0111\u1ee1 kh\u00e1ch h\u00e0ng h\u01a1n.<\/p>\n\n\n\n<p>V\u00ec v\u1eady, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 ph\u1ea3i cho h\u1ecd bi\u1ebft h\u1ecd \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 cao b\u1eb1ng c\u00e1ch l\u1eafng nghe \u00fd ki\u1ebfn \u200b\u200bv\u00e0 quan \u0111i\u1ec3m c\u1ee7a h\u1ecd.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>C\u00e1ch \u00e1p d\u1ee5ng<\/strong>:<\/p>\n\n\n\n<p>Th\u1ef1c hi\u1ec7n c\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t xung th\u01b0\u1eddng xuy\u00ean \u0111\u1ec3 thu th\u1eadp d\u1eef li\u1ec7u tr\u1ea3i nghi\u1ec7m c\u1ee7a nh\u00e2n vi\u00ean, thi\u1ebft l\u1eadp k\u00eanh cho nh\u1eefng ph\u1ea3n h\u1ed3i \u0111\u1ed9t xu\u1ea5t.<\/p>\n\n\n\n<p>T\u1ea1o thu\u1eadn l\u1ee3i \u0111\u1ec3 nh\u00e2n vi\u00ean cung c\u1ea5p ph\u1ea3n h\u1ed3i c\u00f3 gi\u00e1 tr\u1ecb.<\/p>\n\n\n\n<p>Quan tr\u1ecdng h\u01a1n n\u1eefa, h\u00e3y h\u00e0nh \u0111\u1ed9ng ph\u00f9 h\u1ee3p theo ph\u1ea3n h\u1ed3i m\u00e0 nh\u00e2n vi\u00ean c\u1ee7a b\u1ea1n \u0111\u1ec1 xu\u1ea5t. Cho h\u1ecd th\u1ea5y r\u00f5 r\u00e0ng k\u1ebft qu\u1ea3 h\u00e0nh \u0111\u1ed9ng \u0111\u1ec3 nh\u1ea5n m\u1ea1nh m\u1ee9c \u0111\u1ed9 quan tr\u1ecdng c\u1ee7a h\u1ecd \u0111\u1ed1i v\u1edbi b\u1ea1n.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\">8.3. N\u1eafm b\u1eaft t\u01b0 duy \u0111a k\u00eanh<\/h3>\n\n\n\n<p>\u0110\u00e3 qua r\u1ed3i c\u00e1i th\u1eddi kh\u00e1ch h\u00e0ng \u0111\u1ebfn c\u1eeda h\u00e0ng \u0111\u1ec3 mua h\u00e0ng, ho\u1eb7c ng\u1ed3i m\u00e1y t\u00ednh \u0111\u1ec3 v\u00e0o website th\u01b0\u01a1ng hi\u1ec7u n\u00e0o \u0111\u00f3.<\/p>\n\n\n\n<p>V\u1edbi h\u01a1n 50% l\u01b0u l\u01b0\u1ee3ng truy c\u1eadp web \u0111\u1ebfn t\u1eeb thi\u1ebft b\u1ecb di \u0111\u1ed9ng, r\u1ea5t nhi\u1ec1u \u1ee9ng d\u1ee5ng, m\u1ea1ng x\u00e3 h\u1ed9i v\u00e2y quanh kh\u00e1ch h\u00e0ng &#8211; ch\u1ec9 cung c\u1ea5p d\u1ecbch v\u1ee5 theo m\u1ed9t c\u00e1ch c\u1ed1 \u0111\u1ecbnh kh\u00f4ng c\u00f2n mang l\u1ea1i hi\u1ec7u qu\u1ea3 cao.<\/p>\n\n\n\n<p>T\u01b0 duy \u0111a k\u00eanh kh\u00f4ng ch\u1ec9 l\u00e0 vi\u1ec7c xu\u1ea5t hi\u1ec7n v\u00e0 b\u00e1n h\u00e0ng \u0111a k\u00eanh.<\/p>\n\n\n\n<p>T\u01b0 duy \u0111a k\u00eanh l\u00e0 vi\u1ec7c duy tr\u00ec m\u1ed9t h\u00e0nh tr\u00ecnh nh\u1ea5t qu\u00e1n tr\u00ean c\u00e1c thi\u1ebft b\u1ecb, n\u1ec1n t\u1ea3ng kh\u00e1c nhau. H\u01a1n th\u1ebf n\u1eefa, b\u1ea1n n\u00ean hi\u1ec3u r\u1eb1ng kh\u00e1ch h\u00e0ng th\u01b0\u1eddng chuy\u1ec3n \u0111\u1ed5i nhi\u1ec1u l\u1ea7n v\u00e0 h\u00e0nh tr\u00ecnh c\u1ee7a h\u1ecd quanh co v\u00e0 kh\u00f3 \u0111o\u00e1n tr\u01b0\u1edbc &#8211; do \u0111\u00f3 t\u01b0 duy \u0111a k\u00eanh c\u1ea7n th\u00eam s\u1ef1 linh ho\u1ea1t, nh\u01b0ng v\u1eabn kh\u00f4ng \u0111\u00e1nh m\u1ea5t b\u1ea3n s\u1eafc.<\/p>\n\n\n\n<p>S\u1eed d\u1ee5ng \u0111a k\u00eanh l\u00e0 m\u1ed9t trong nh\u1eefng thay \u0111\u1ed5i quan tr\u1ecdng t\u00e1c \u0111\u1ed9ng \u0111\u1ebfn t\u01b0 duy kinh doanh v\u00e0 l\u00e0 m\u1ed9t b\u01b0\u1edbc \u0111i song h\u00e0nh v\u1edbi vi\u1ec7c \u01b0u ti\u00ean tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>C\u00e1ch \u00e1p d\u1ee5ng:<\/strong><\/p>\n\n\n\n<p>T\u01b0 duy \u0111a k\u00eanh, tuy nhi\u00ean, thi\u1ebft k\u1ebf tr\u1ea3i nghi\u1ec7m cho ng\u01b0\u1eddi d\u00f9ng ch\u1ee9 kh\u00f4ng ph\u1ea3i thi\u1ebft k\u1ebf theo k\u00eanh. Thu\u00ea chuy\u00ean gia UX \u0111\u1ec3 gi\u00fap b\u1ea1n ho\u00e0n th\u00e0nh m\u1ee5c ti\u00eau l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng tr\u00ean c\u00e1c n\u1ec1n t\u1ea3ng s\u1ed1.<\/p>\n\n\n\n<p>Chu\u1ea9n h\u00f3a c\u00e1c ch\u1ec9 s\u1ed1, ph\u00e9p t\u00ednh to\u00e1n b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng d\u1eef li\u1ec7u chung to\u00e0n ng\u00e0nh v\u00e0 k\u1ebft h\u1ee3p v\u1edbi d\u1eef li\u1ec7u \u0111o l\u01b0\u1eddng th\u1ef1c t\u1ebf l\u0169y k\u1ebf qua c\u00e1c n\u0103m.<\/p>\n\n\n\n<p>T\u00edch h\u1ee3p xung quang m\u1ed9t h\u1ec7 th\u1ed1ng t\u1eadp trung v\u1edbi t\u1ed1i thi\u1ec3u l\u00e0 CRM ho\u1eb7c cao h\u01a1n l\u00e0 ERP, thu th\u1eadp to\u00e0n b\u1ed9 d\u1eef li\u1ec7u xuy\u00ean su\u1ed1t h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 ph\u00e2n t\u00edch v\u00e0 \u0111\u01b0a ra c\u00e1c quy\u1ebft \u0111\u1ecbnh c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\">8.4. S\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 \u0111\u1ec3 t\u1ea1o ra tr\u1ea3i nghi\u1ec7m \u0111\u1ed9t ph\u00e1<\/h3>\n\n\n\n<p>C\u00e1c c\u00f4ng ngh\u1ec7 ti\u00ean ti\u1ebfn nh\u01b0 AI, Machine Learning, Big Data \u0111ang mang l\u1ea1i l\u1ee3i th\u1ebf cho c\u00e1c doanh nghi\u1ec7p ti\u00ean phong.<\/p>\n\n\n\n<p>Doanh nghi\u1ec7p c\u1ee7a b\u1ea1n c\u00f3 th\u1ec3 t\u1eadn d\u1ee5ng c\u00e1c c\u00f4ng ngh\u1ec7 \u0111\u01a1n gi\u1ea3n h\u01a1n nh\u01b0ng v\u1eabn ti\u00ean ti\u1ebfn nh\u01b0: Chatbot, Website VR\/ AR, 3D&#8230;<\/p>\n\n\n\n<p>B\u1eb1ng c\u00e1ch t\u1eadn d\u1ee5ng c\u00f4ng ngh\u1ec7, t\u1ea1o ra tr\u1ea3i nghi\u1ec7m m\u1edbi kh\u00e1ch h\u00e0ng ch\u01b0a t\u1eebng c\u1ea3m nh\u1eadn tr\u01b0\u1edbc \u0111\u00f3 \u1edf \u0111\u1ed1i th\u1ee7, b\u1ea1n c\u00f3 th\u1ec3 n\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 khi\u1ebfn kh\u00e1ch h\u00e0ng \u0111\u00e1nh th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n cao h\u01a1n.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>C\u00e1ch \u00e1p d\u1ee5ng:<\/strong><\/p>\n\n\n\n<p>X\u00e2y d\u1ef1ng c\u01a1 ch\u1ebf, m\u1ee5c ti\u00eau trong vi\u1ec7c \u00e1p d\u1ee5ng c\u00f4ng ngh\u1ec7 m\u1edbi. N\u1ebfu kh\u00f4ng th\u1ec3 x\u00e2y d\u1ef1ng ph\u00f2ng R&amp;D, ph\u00f2ng c\u00f4ng ngh\u1ec7 ri\u00eang, b\u1ea1n c\u00f3 th\u1ec3 gi\u1eef m\u1ed1i li\u00ean h\u1ec7 v\u1edbi c\u00e1c \u0111\u01a1n v\u1ecb trong l\u0129nh v\u1ef1c c\u00f4ng ngh\u1ec7 \u0111\u1ec3 c\u1eadp nh\u1eadt gi\u1ea3i ph\u00e1p m\u1edbi nh\u1ea5t t\u1eeb h\u1ecd ho\u1eb7c t\u1ed1i thi\u1ec3u l\u00e0 n\u1eafm b\u1eaft tin t\u1ee9c.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\">8.5. C\u00e1 nh\u00e2n h\u00f3a<\/h3>\n\n\n\n<p>Kh\u00e1ch h\u00e0ng ng\u00e0y nay mu\u1ed1n c\u00e1c t\u01b0\u01a1ng t\u00e1c \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a. C\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m, \u0111i\u1ec1u ch\u1ec9nh d\u1ef1a tr\u00ean nh\u1eefng g\u00ec b\u1ea1n bi\u1ebft v\u1ec1 kh\u00e1ch h\u00e0ng, gi\u00fap h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean su\u00f4n s\u1ebb h\u01a1n v\u00e0 c\u1ee7ng c\u1ed1 m\u1ed1i quan h\u1ec7 gi\u1eefa th\u01b0\u01a1ng hi\u1ec7u v\u00e0 kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>Ti\u1ebfn h\u00e0nh ph\u00e2n nh\u00f3m kh\u00e1ch h\u00e0ng \u0111\u1ec3 ti\u1ebfn h\u00e0nh ch\u0103m s\u00f3c v\u00e0 c\u00f3 nh\u1eefng \u0111\u1ec1 xu\u1ea5t ph\u00f9 h\u1ee3p.<\/p>\n\n\n\n<p>N\u1ebfu b\u1ea1n \u0111\u00e3 t\u1eebng nh\u1eadn \u0111\u01b0\u1ee3c email marketing c\u00f3 \u0111\u1ec1 xu\u1ea5t \u0111i\u1ec3m th\u01b0\u1edfng d\u1ef1a tr\u00ean l\u1ecbch s\u1eed mua h\u00e0ng hay email cung c\u1ea5p n\u1ed9i dung ph\u00f9 h\u1ee3p v\u1edbi b\u1ea1n trong kho\u1ea3ng th\u1eddi gian n\u00e0o \u0111\u00f3, b\u1ea1n \u0111\u00e3 c\u00f3 tr\u1ea3i nghi\u1ec7m c\u00e1 nh\u00e2n h\u00f3a.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>C\u00e1ch \u00e1p d\u1ee5ng:<\/strong><\/p>\n\n\n\n<p>L\u01b0u tr\u1eef d\u1eef li\u1ec7u l\u1ecbch s\u1eed c\u1ee7a kh\u00e1ch h\u00e0ng, chia s\u1ebb d\u1ec5 d\u00e0ng trong n\u1ed9i b\u1ed9 gi\u00fap nh\u00e2n vi\u00ean c\u00f3 th\u1ec3 xem x\u00e9t ngay l\u1eadp t\u1ee9c v\u00e0 \u0111\u01b0a ra c\u00e1c \u0111\u1ec1 xu\u1ea5t c\u00e1 nh\u00e2n h\u00f3a.<\/p>\n\n\n\n<p>Thi\u1ebft l\u1eadp h\u1ec7 th\u1ed1ng t\u1ef1 \u0111\u1ed9ng h\u00f3a \u0111\u1ec3 cung c\u1ea5p tr\u1ea3i nghi\u1ec7m theo t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>S\u1eed d\u1ee5ng h\u1ec7 th\u1ed1ng email marketing chuy\u00ean nghi\u1ec7p \u0111\u1ec3 nu\u00f4i d\u01b0\u1ee1ng kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng, c\u00e1 nh\u00e2n h\u00f3a giao ti\u1ebfp gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n\n\n\n<p><em>Xem ngay: Ph\u01b0\u01a1ng ph\u00e1p <a href=\"https:\/\/www.saokim.com.vn\/en\/cam-nang\/email-marketing\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>x\u00e2y d\u1ef1ng email marketing<\/strong><\/a> hi\u1ec7u qu\u1ea3<\/em><\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\">8.6. \u00c1p d\u1ee5ng c\u00e1ch ti\u1ebfp c\u1eadn t\u1eeb tr\u00ean xu\u1ed1ng<\/h3>\n\n\n\n<p>C\u00e1c t\u1ed5 ch\u1ee9c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m t\u1ed1t nh\u1ea5t \u0111\u1ec1u b\u1eaft \u0111\u1ea7u tr\u00ean xu\u1ed1ng. C\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o cao nh\u1ea5t n\u00ean hi\u1ec3u r\u00f5 t\u1ea7m quan tr\u1ecdng c\u1ee7a vi\u1ec7c x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 n\u00eau g\u01b0\u01a1ng cho nh\u00e2n vi\u00ean.<\/p>\n\n\n\n<p>S\u1ef1 g\u01b0\u01a1ng m\u1eabu c\u1ee7a l\u00e3nh \u0111\u1ea1o l\u00e0 m\u1ed9t ph\u1ea7n c\u1ee7a vi\u1ec7c ph\u00e1t tri\u1ec3n v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. B\u1eaft \u0111\u1ea7u t\u1eeb c\u1ea5p cao nh\u1ea5t, c\u00e1c gi\u00e1 tr\u1ecb v\u00e0 h\u00e0nh vi c\u1ea7n \u0111\u01b0\u1ee3c \u00e1p d\u1ee5ng v\u00e0 h\u00e0nh \u0111\u1ed9ng m\u1ed9t c\u00e1ch nh\u1ea5t qu\u00e1n \u1edf m\u1ecdi c\u1ea5p \u0111\u1ed9 c\u1ee7a t\u1ed5 ch\u1ee9c, t\u1eeb C-suite \u0111\u1ebfn nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng tr\u1ef1c ti\u1ebfp.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>C\u00e1ch \u00e1p d\u1ee5ng:<\/strong><\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li>X\u00e2y d\u1ef1ng nh\u1eefng gi\u00e1 tr\u1ecb c\u1ed1t l\u00f5i c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u xoay quanh tr\u1ecdng t\u00e2m c\u1ee7a chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li>Tr\u00ecnh b\u00e0y r\u00f5 r\u00e0ng v\u00e0 cam k\u1ebft v\u1edbi m\u1ed9t m\u1ee5c \u0111\u00edch r\u00f5 r\u00e0ng, ph\u00f9 h\u1ee3p v\u1edbi c\u00e1c quy\u1ebft \u0111\u1ecbnh h\u00e0ng ng\u00e0y c\u1ee7a t\u1ea5t c\u1ea3 nh\u00e2n vi\u00ean v\u00e0 h\u1ea5p d\u1eabn h\u01a1n l\u00e0 t\u0103ng l\u1ee3i nhu\u1eadn \u0111\u01a1n thu\u1ea7n.<\/li>\n\n\n\n<li>T\u1ea1o cho nh\u00e2n vi\u00ean th\u00f3i quen ch\u1ea5p nh\u1eadn v\u00e0 th\u00fac \u0111\u1ea9y s\u1ef1 thay \u0111\u1ed5i<\/li>\n\n\n\n<li>Quy\u1ebft \u0111\u1ecbnh d\u1ef1a tr\u00ean d\u1eef li\u1ec7u v\u00e0 s\u1ef1 c\u00f4ng b\u1eb1ng<\/li>\n\n\n\n<li><span style=\"color: initial;\">Hi\u1ec3u tr\u1ea3i nghi\u1ec7m c\u1ee7a nh\u00e2n vi\u00ean li\u00ean k\u1ebft ch\u1eb7t ch\u1ebd \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/span><\/li>\n\n\n\n<li>Thu\u00ea nh\u00e2n vi\u00ean ph\u00f9 h\u1ee3p v\u1edbi m\u1ee5c ti\u00eau, v\u0103n h\u00f3a v\u00e0 th\u01b0\u1eddng xuy\u00ean \u0111\u00e0o t\u1ea1o nh\u00e2n vi\u00ean<\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\">8.7. Th\u00eam c\u00e2u h\u1ecfi m\u1edf trong kh\u1ea3o s\u00e1t<\/h3>\n\n\n\n<p>Tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1eb7c bi\u1ec7t m\u1ea1nh m\u1ebd khi ch\u00fang \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n b\u1eb1ng l\u1eddi c\u1ee7a ch\u00ednh kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>B\u1eb1ng c\u00e1ch l\u1eafng nghe tr\u1ef1c ti\u1ebfp t\u1eeb kh\u00e1ch h\u00e0ng, ch\u1eb3ng h\u1ea1n nh\u01b0 th\u00f4ng qua c\u00e1c c\u00e2u tr\u1ea3 l\u1eddi m\u1edf tr\u00ean c\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t, b\u1ea1n c\u00f3 th\u1ec3 hi\u1ec3u nh\u1eefng suy ngh\u0129 v\u00e0 c\u1ea3m x\u00fac \u0111\u1eb1ng sau h\u00e0nh \u0111\u1ed9ng c\u1ee7a h\u1ecd v\u00e0 k\u1ebft qu\u1ea3 l\u00e0 \u0111\u01b0a ra c\u00e1c quy\u1ebft \u0111\u1ecbnh CX s\u00e1ng su\u1ed1t h\u01a1n.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>C\u00e1ch \u00e1p d\u1ee5ng:<\/strong><\/p>\n\n\n\n<p>Thi\u1ebft l\u1eadp c\u00e2u h\u1ecfi m\u1edf ph\u00f9 h\u1ee3p trong c\u00e1c kh\u1ea3o s\u00e1t \u0111\u1ecbnh k\u1ef3.<\/p>\n\n\n\n<p>\u00c1p d\u1ee5ng c\u00f4ng ngh\u1ec7 trong th\u1ef1c hi\u1ec7n kh\u1ea3o s\u00e1t v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u, tr\u1ef1c quan h\u00f3a d\u1eef li\u1ec7u \u0111\u1ec3 hi\u1ec3u b\u1ea3n ch\u1ea5t d\u1eef li\u1ec7u thu th\u1eadp \u0111\u01b0\u1ee3c (bao g\u1ed3m c\u1ea3 ph\u00e2n t\u00edch c\u1ea3m x\u00fac trong v\u0103n b\u1ea3n).<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\">8.8. Tri\u1ec3n khai ch\u01b0\u01a1ng tr\u00ecnh ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n<p>Ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 ph\u1ea3n h\u1ed3i v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi b\u1ea1n v\u00e0 k\u1ef3 v\u1ecdng c\u1ee7a h\u1ecd \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n. N\u00f3 t\u1eadp trung v\u00e0o nhu c\u1ea7u, k\u1ef3 v\u1ecdng, s\u1ef1 hi\u1ec3u bi\u1ebft v\u00e0 c\u1ea3i ti\u1ebfn s\u1ea3n ph\u1ea9m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>C\u00e1c ch\u01b0\u01a1ng tr\u00ecnh ti\u1ebfng n\u00f3i kh\u00e1ch h\u00e0ng n\u00e0y x\u00e1c \u0111\u1ecbnh v\u00e0 ph\u1ea3n h\u1ed3i l\u1ea1i \u0111\u1ec3 c\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>C\u00e1ch \u00e1p d\u1ee5ng:<\/strong><\/p>\n\n\n\n<p>T\u1ea1o ch\u01b0\u01a1ng tr\u00ecnh thu th\u1eadp ph\u1ea3n h\u1ed3i v\u00e0 h\u00e0nh \u0111\u1ed9ng d\u1ef1a tr\u00ean nh\u1eefng th\u00f4ng tin chi ti\u1ebft \u0111\u00f3 s\u1ebd gi\u00fap b\u1ea1n hi\u1ec3u nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1ea1o ra s\u1ea3n ph\u1ea9m t\u1ed1t h\u01a1n, thu h\u00fat v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y r\u1ea5t quan tr\u1ecdng cho s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a b\u1ea5t k\u1ef3 ch\u01b0\u01a1ng tr\u00ecnh CX n\u00e0o.<\/p>\n\n\n\n<p>\u0110i\u1ec1u quan tr\u1ecdng, c\u1ea7n n\u00f3i r\u00f5 cho c\u00f4ng ch\u00fang bi\u1ebft, th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n quan t\u00e2m v\u00e0 \u0111\u00e1nh gi\u00e1 cao th\u1ebf n\u00e0o ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>\u0110\u0103ng k\u00fd \u0111\u1ec3 nh\u1eadn nh\u1eefng n\u1ed9i dung hay nh\u1ea5t, m\u1edbi nh\u1ea5t v\u1ec1 x\u00e2y d\u1ef1ng th\u01b0\u01a1ng hi\u1ec7u v\u00e0 ph\u00e1t tri\u1ec3n doanh nghi\u1ec7p t\u1eeb Sao Kim Branding<\/strong><\/p>\n\n\n\n<div class=\"tnp tnp-subscription\">\n<form method=\"post\" action=\"https:\/\/www.saokim.com.vn\/en\/?na=s\" target=\"_blank\">\n\n<input type=\"hidden\" name=\"nlang\" value=\"\"><div class=\"tnp-field tnp-field-firstname\"><label for=\"tnp-1\">T\u00ean<\/label>\n<input class=\"tnp-name\" type=\"text\" name=\"nn\" id=\"tnp-1\" value=\"\" required=\"\"><\/div>\n<div class=\"tnp-field tnp-field-email\"><label for=\"tnp-2\">Email<\/label>\n<input class=\"tnp-email\" type=\"email\" name=\"ne\" id=\"tnp-2\" value=\"\" required=\"\"><\/div>\n<div class=\"tnp-field tnp-field-button\"><input class=\"tnp-submit\" type=\"submit\" value=\"\u0110\u0103ng k\u00fd nh\u1eadn th\u00f4ng tin\">\n<\/div>\n<\/form>\n<\/div>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\">L\u1eddi k\u1ebft v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h2>\n\n\n\n<p>S\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n c\u00f3 ch\u1ea5t l\u01b0\u1ee3ng h\u00e0ng \u0111\u1ea7u nh\u01b0ng kh\u00e1ch h\u00e0ng v\u1eabn ch\u1ecdn \u0111\u1ed1i th\u1ee7 do c\u00e1c v\u1ea5n \u0111\u1ec1 c\u01a1 b\u1ea3n v\u1ec1 tr\u1ea3i nghi\u1ec7m trong su\u1ed1t h\u00e0nh tr\u00ecnh c\u1ee7a h\u1ecd.<\/p>\n\n\n\n<p>B\u1ea1n ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n <strong>tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/strong> b\u1eb1ng vi\u1ec7c x\u00e2y d\u1ef1ng l\u1ea1i chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 h\u01b0\u1edbng d\u1eabn th\u1ef1c thi nh\u1ea5t qu\u00e1n.<\/p>\n\n\n\n<p>N\u1ebfu b\u1ea1n c\u1ea7n t\u01b0 v\u1ea5n, h\u1ed7 tr\u1ee3 x\u00e2y d\u1ef1ng th\u01b0\u01a1ng hi\u1ec7u, x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m t\u1ed1t h\u01a1n, h\u00e3y li\u00ean h\u1ec7 v\u1edbi t\u00f4i qua hotline <a href=\"tel:0964699499\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>0964.699.499<\/strong><\/a> ho\u1eb7c <a href=\"mailto:contact@saokim.com.vn\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>contact@saokim.com.vn<\/strong><\/a>.<\/p>\n\n\n\n<p>Sao Kim v\u1edbi kinh nghi\u1ec7m h\u1ed7 tr\u1ee3 h\u01a1n 10000+ kh\u00e1ch h\u00e0ng t\u1eeb Startup cho \u0111\u1ebfn c\u00e1c doanh nghi\u1ec7p h\u00e0ng \u0111\u1ea7u Vi\u1ec7t Nam cam k\u1ebft mang l\u1ea1i gi\u1ea3i ph\u00e1p ph\u00f9 h\u1ee3p nh\u1ea5t cho b\u1ea1n.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>\u0110\u1ecdc th\u00eam b\u00e0i vi\u1ebft hay:<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.saokim.com.vn\/en\/blog\/xay-dung-thuong-hieu\/tinh-cach-thuong-hieu-la-gi-lam-the-nao-de-xac-dinh-tinh-cach-thuong-hieu\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>T\u00ednh c\u00e1ch th\u01b0\u01a1ng hi\u1ec7u<\/strong><\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.saokim.com.vn\/en\/cam-nang\/hinh-mau-thuong-hieu\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>H\u00ecnh m\u1eabu th\u01b0\u01a1ng hi\u1ec7u<\/strong><\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.saokim.com.vn\/en\/cam-nang\/kien-truc-thuong-hieu\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Ki\u1ebfn tr\u00fac th\u01b0\u01a1ng hi\u1ec7u<\/strong><\/a><\/li>\n\n\n\n<li>Quy tr\u00ecnh x\u00e2y d\u1ef1ng <a href=\"https:\/\/www.saokim.com.vn\/en\/blog\/xay-dung-thuong-hieu\/quy-trinh-7-buoc-xay-dung-chien-luoc-thuong-hieu-chuyen-nghiep\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>chi\u1ebfn l\u01b0\u1ee3c th\u01b0\u01a1ng hi\u1ec7u<\/strong><\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.saokim.com.vn\/en\/cam-nang\/xay-dung-chien-luoc-thuong-hieu\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>M\u1eabu chi\u1ebfn l\u01b0\u1ee3c th\u01b0\u01a1ng hi\u1ec7u<\/strong><\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.saokim.com.vn\/en\/cam-nang\/thay-doi-logo\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Thay \u0111\u1ed5i logo<\/strong><\/a> &#8211; B\u00e0i h\u1ecdc kinh nghi\u1ec7m v\u00e0 quy tr\u00ecnh hi\u1ec7u qu\u1ea3<span style=\"color: initial;\"><\/span><\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>Follow c\u00e1c b\u00e0i vi\u1ebft ch\u1ea5t l\u01b0\u1ee3ng c\u1ee7a Sao Kim t\u1ea1i:&nbsp;<\/strong><\/p>\n\n\n\n<p><a href=\"https:\/\/www.saokim.com.vn\/en\/blog\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Blog Sao Kim<\/strong><\/a>,&nbsp;<a href=\"https:\/\/www.saokim.com.vn\/en\/cam-nang\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>C\u1ea9m Nang Sao Kim<\/strong><\/a>&nbsp;<\/p>\n\n\n\n<p><strong>Facebook:<\/strong>&nbsp;<a href=\"https:\/\/www.facebook.com\/saokimbranding\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Sao Kim Branding<\/strong><\/a><\/p>\n\n\n\n<p><strong>Case study Behance<\/strong>:&nbsp;<a href=\"https:\/\/www.behance.net\/saokimbranding\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Sao Kim Branding<\/strong><\/a><\/p>\n\n\n\n<p>#SaoKim #SaoKimBranding #CustomerExperience #CX #TraiNghiemKhachHang<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (Customer Experience) l\u00e0 ti\u00eau chu\u1ea9n kinh doanh ng\u00e0y nay. T\u00ecm hi\u1ec3u ngay chi\u1ebfn l\u01b0\u1ee3c x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi.<\/p>\n","protected":false},"author":24,"featured_media":31127,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[195],"tags":[],"class_list":["post-31090","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cam-nang"],"acf":[],"views":8498,"_links":{"self":[{"href":"https:\/\/www.saokim.com.vn\/en\/wp-json\/wp\/v2\/posts\/31090","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.saokim.com.vn\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.saokim.com.vn\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.saokim.com.vn\/en\/wp-json\/wp\/v2\/users\/24"}],"replies":[{"embeddable":true,"href":"https:\/\/www.saokim.com.vn\/en\/wp-json\/wp\/v2\/comments?post=31090"}],"version-history":[{"count":1,"href":"https:\/\/www.saokim.com.vn\/en\/wp-json\/wp\/v2\/posts\/31090\/revisions"}],"predecessor-version":[{"id":55913,"href":"https:\/\/www.saokim.com.vn\/en\/wp-json\/wp\/v2\/posts\/31090\/revisions\/55913"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.saokim.com.vn\/en\/wp-json\/wp\/v2\/media\/31127"}],"wp:attachment":[{"href":"https:\/\/www.saokim.com.vn\/en\/wp-json\/wp\/v2\/media?parent=31090"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.saokim.com.vn\/en\/wp-json\/wp\/v2\/categories?post=31090"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.saokim.com.vn\/en\/wp-json\/wp\/v2\/tags?post=31090"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}