{"id":23126,"date":"2023-12-06T07:30:29","date_gmt":"2023-12-06T07:30:29","guid":{"rendered":"https:\/\/masterskills.org\/blog\/5-cach-xay-dung-van-hoa-doanh-nghiep-lay-khach-hang-lam-trong-tam.html"},"modified":"2023-12-22T08:13:46","modified_gmt":"2023-12-22T01:13:46","slug":"5-cach-xay-dung-van-hoa-doanh-nghiep-lay-khach-hang-lam-trong-tam","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/5-cach-xay-dung-van-hoa-doanh-nghiep-lay-khach-hang-lam-trong-tam.html","title":{"rendered":"5 C\u00c1CH X\u00c2Y D\u1ef0NG V\u0102N H\u00d3A DOANH NGHI\u1ec6P L\u1ea4Y KH\u00c1CH H\u00c0NG L\u00c0M TR\u1eccNG T\u00c2M"},"content":{"rendered":"
\n

V\u1edbi 25 n\u0103m kinh nghi\u1ec7m l\u00e0m vi\u1ec7c t\u1ea1i c\u00e1c th\u01b0\u01a1ng hi\u1ec7u h\u00e0ng \u0111\u1ea7u th\u1ebf gi\u1edbi nh\u01b0 Sony v\u00e0 Frito-Lay, Denise Lee Yohn l\u00e0 chuy\u00ean gia v\u1ec1 l\u0129nh v\u1ef1c t\u00e1i \u0111\u1ecbnh v\u1ecb th\u01b0\u01a1ng hi\u1ec7u. Trong b\u00e0i vi\u1ebft tr\u00ean trang Harvard Business Review, Denise \u0111\u00e3 ph\u00e2n t\u00edch c\u00e1ch th\u1ee9c doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u01b0a chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng tr\u1ecdng t\u00e2m v\u00e0o v\u0103n h\u00f3a doanh nghi\u1ec7p.<\/p>\n

Theo Denise nh\u1eadn \u0111\u1ecbnh, m\u1ed9t trong nh\u1eefng r\u00e0o c\u1ea3n l\u1edbn nh\u1ea5t c\u1ee7a k\u1ebf ho\u1ea1ch t\u00edch h\u1ee3p n\u00e0y l\u00e0 s\u1ef1 thi\u1ebfu h\u1ee5t v\u1ec1 v\u0103n h\u00f3a t\u1ed5 ch\u1ee9c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 5 g\u1ee3i \u00fd h\u1eefu \u00edch gi\u00fap c\u00e1c Gi\u00e1m \u0111\u1ed1c Kinh doanh (CCO) v\u00e0 Gi\u00e1m \u0111\u1ed1c Nh\u00e2n s\u1ef1 (CHRO) c\u1ee7a doanh nghi\u1ec7p bi\u1ebft c\u00e1ch tri\u1ec3n khai chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m tr\u1ecdng t\u00e2m v\u00e0 c\u00f3 m\u00f4 h\u00ecnh v\u1eadn h\u00e0nh hi\u1ec7u qu\u1ea3.<\/p>\n

1. Ho\u1ea1t \u0111\u1ed9ng d\u1ef1a tr\u00ean n\u1ec1n t\u1ea3ng th\u1ea5u c\u1ea3m v\u1edbi kh\u00e1ch h\u00e0ng<\/span><\/strong><\/span><\/h2>\n

Th\u1ea5u c\u1ea3m (empathy) l\u00e0 m\u1ed9t trong nh\u1eefng t\u1eeb r\u1ea5t \u0111\u1eb9p nh\u01b0ng th\u1ef1c t\u1ebf r\u1ea5t \u00edt c\u00f4ng ty th\u1ef1c s\u1ef1 n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c \u00fd ngh\u0129a c\u1ee7a t\u1eeb n\u00e0y c\u0169ng nh\u01b0 \u0111\u01b0a v\u00e0o th\u1ef1c t\u1ebf ho\u1ea1t \u0111\u1ed9ng. \u0110\u1ec3 th\u1ea5u c\u1ea3m tr\u1edf th\u00e0nh gi\u00e1 tr\u1ecb xu\u1ea5t hi\u1ec7n trong m\u1ecdi ho\u1ea1t \u0111\u1ed9ng v\u1eadn h\u00e0nh c\u1ee7a doanh nghi\u1ec7p, c\u00e1c l\u00e3nh \u0111\u1ea1o c\u1ea7n h\u00e0nh \u0111\u1ed9ng nhi\u1ec1u h\u01a1n l\u00e0 nh\u1eefng b\u00e0i ph\u00e1t bi\u1ec3u tr\u01b0\u1edbc nh\u00e2n vi\u00ean.<\/p>\n

Th\u1ef1c t\u1ebf, th\u1ea5u c\u1ea3m v\u1edbi kh\u00e1ch h\u00e0ng l\u00e0 kh\u1ea3 n\u0103ng x\u00e1c \u0111\u1ecbnh nhu c\u1ea7u c\u1ea3m x\u00fac c\u1ee7a m\u1ed9t kh\u00e1ch h\u00e0ng, th\u1ea5u hi\u1ec3u l\u00fd do ph\u00eda sau nhu c\u1ea7u \u0111\u00f3, v\u00e0 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u \u1ea5y m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3, ph\u00f9 h\u1ee3p. Theo th\u1ed1ng k\u00ea t\u1eeb PwC, ch\u1ec9 c\u00f3 38% ng\u01b0\u1eddi ti\u00eau d\u00f9ng t\u1ea1i M\u1ef9 cho r\u1eb1ng nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng hi\u1ec3u \u0111\u01b0\u1ee3c nhu c\u1ea7u c\u1ee7a h\u1ecd khi c\u1ea3 hai t\u01b0\u01a1ng t\u00e1c v\u1edbi nhau.<\/span><\/strong><\/p>\n

Slack, c\u00f4ng ty ph\u1ea7n m\u1ec1m truy\u1ec1n th\u00f4ng trong doanh nghi\u1ec7p, l\u00e0 m\u1ed9t trong nh\u1eefng \u0111\u01a1n v\u1ecb \u0111ang v\u1eadn h\u00e0nh d\u1ef1a tr\u00ean s\u1ef1 th\u1ea5u c\u1ea3m. C\u00e1c nh\u00e2n vi\u00ean c\u1ee7a Slack d\u00e0nh nhi\u1ec1u th\u1eddi gian \u0111\u1ec3 \u0111\u1ecdc c\u00e1c tin nh\u1eafn t\u1eeb kh\u00e1ch h\u00e0ng, quan s\u00e1t v\u00e0 c\u1ed1 g\u1eafng nh\u1eadn bi\u1ebft \u0111i\u1ec1u kh\u00e1ch h\u00e0ng mu\u1ed1n v\u00e0 c\u1ea7n l\u00e0 g\u00ec. C\u00e1c chuy\u00ean gia h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c khuy\u1ebfn kh\u00edch \u0111\u1ec3 nghi\u00ean c\u1ee9u v\u00e0 t\u1ea1o ra c\u00e1c c\u00e1ch th\u1ee9c gi\u00fap kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng Slack t\u1ed1t h\u01a1n.<\/p>\n

\n

2. Nh\u00e2n s\u1ef1 c\u00f3 \u0111\u1ecbnh\u00a0h\u01b0\u1edbng\u00a0t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng<\/span><\/strong><\/span><\/h2>\n

T\u1eeb nh\u1eefng l\u1ea7n g\u1eb7p \u0111\u1ea7u ti\u00ean khi tuy\u1ec3n nh\u00e2n vi\u00ean m\u1edbi, doanh nghi\u1ec7p n\u00ean trao \u0111\u1ed5i r\u00f5 quan \u0111i\u1ec3m v\u1ec1 ng\u01b0\u1eddi ti\u00eau d\u00f9ng v\u00e0 nhu c\u1ea7u c\u1ee7a doanh nghi\u1ec7p v\u1edbi t\u1eebng \u1ee9ng vi\u00ean ti\u1ec1m n\u0103ng.<\/p>\n

T\u1ea1i Hootsuite, platform h\u1ed7 tr\u1ee3 qu\u1ea3n tr\u1ecb m\u1ea1ng x\u00e3 h\u1ed9i, c\u00e1c gi\u00e1m \u0111\u1ed1c marketing v\u00e0 gi\u00e1m \u0111\u1ed1c nh\u00e2n s\u1ef1 s\u1ebd c\u00f9ng h\u1ee3p t\u00e1c \u0111\u1ec3 th\u1ef1c hi\u1ec7n \u0111i\u1ec1u n\u00e0y. C\u1ee5 th\u1ec3, trong su\u1ed1t qu\u00e1 tr\u00ecnh ph\u1ecfng v\u1ea5n, c\u00e1c qu\u1ea3n l\u00fd nh\u00e2n s\u1ef1 \u0111\u01b0\u1ee3c y\u00eau c\u1ea7u h\u1ecfi t\u1eebng \u1ee9ng vi\u00ean, b\u1ea5t k\u1ec3 v\u1ecb tr\u00ed \u1ee9ng tuy\u1ec3n l\u00e0 g\u00ec, m\u1ed9t c\u00e2u h\u1ecfi \u0111\u1ec3 \u0111o l\u01b0\u1eddng c\u00e1ch \u1ee9ng vi\u00ean \u0111ang h\u00ecnh dung v\u1ec1 kh\u00e1ch h\u00e0ng.<\/p>\n

C\u00e1ch l\u00e0m tr\u00ean mang \u0111\u1ebfn hai l\u1ee3i \u00edch. M\u1ed9t m\u1eb7t, doanh nghi\u1ec7p c\u00f3 th\u1ec3 th\u1ea9m \u0111\u1ecbnh v\u00e0 \u0111\u1ea3m b\u1ea3o b\u1ea5t c\u1ee9 nh\u00e2n vi\u00ean m\u1edbi n\u00e0o c\u0169ng s\u1ebd c\u00f3 c\u00f9ng m\u1ed9t quan \u0111i\u1ec3m v\u1ec1 v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m tr\u1ecdng t\u00e2m. M\u1eb7t kh\u00e1c, \u0111i\u1ec1u n\u00e0y c\u00f2n truy\u1ec1n \u0111i m\u1ed9t th\u00f4ng \u0111i\u1ec7p r\u1ea5t r\u00f5 r\u00e0ng \u0111\u1ebfn t\u1ea5t c\u1ea3 nh\u00e2n vi\u00ean v\u1ec1 t\u1ea7m quan tr\u1ecdng c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng trong chi\u1ebfn l\u01b0\u1ee3c kinh doanh c\u1ee7a c\u00f4ng ty.<\/p>\n

3. Chia s\u1ebb c\u00e1c th\u00f4ng tin t\u1ed5ng quan v\u1ec1 kh\u00e1ch h\u00e0ng<\/span><\/strong><\/span><\/h2>\n

\u0110\u1ec3 m\u1ecdi nh\u00e2n vi\u00ean \u0111\u1ec1u ti\u1ebfp nh\u1eadn t\u01b0 duy l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m tr\u1ecdng t\u00e2m th\u00ec t\u1eebng ng\u01b0\u1eddi trong s\u1ed1 h\u1ecd c\u1ea7n hi\u1ec3u r\u00f5 ch\u00e2n dung kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i c\u1ee7a c\u00f4ng ty.<\/span><\/span><\/p>\n

G\u1ea7n \u0111\u00e2y, Adobe Systems \u0111\u00e3 m\u1edf k\u00eanh truy c\u1eadp th\u00f4ng tin v\u1ec1 c\u00e1c nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 t\u1ea5t c\u1ea3 nh\u00e2n vi\u00ean c\u00f4ng ty \u0111\u1ec1u c\u00f3 th\u1ec3 t\u00ecm hi\u1ec3u. C\u1ee5 th\u1ec3, c\u00f4ng ty n\u00e0y \u0111\u00e3 t\u1ea1o ra m\u1ed9t ph\u00f2ng ban m\u1edbi, k\u1ebft h\u1ee3p gi\u1eefa \u0111\u1ed9i ng\u0169 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng v\u00e0 qu\u1ea3n l\u00fd nh\u00e2n vi\u00ean, \u0111\u1ec3 t\u1ea1o ra nh\u1eefng ch\u01b0\u01a1ng tr\u00ecnh th\u00fac \u0111\u1ea9y nh\u00e2n vi\u00ean th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng. B\u1ed9 ph\u1eadn n\u00e0y thi\u1ebft l\u1eadp nh\u1eefng tr\u1ea1m t\u01b0\u01a1ng t\u00e1c, n\u01a1i c\u00e1c nh\u00e2n vi\u00ean c\u00f3 th\u1ec3 truy c\u1eadp tr\u1ef1c tuy\u1ebfn hay ngay t\u1ea1i v\u0103n ph\u00f2ng c\u1ee7a Adode \u0111\u1ec3 l\u1eafng nghe c\u00e1c cu\u1ed9c g\u1ecdi t\u1eeb b\u1ed9 ph\u1eadn ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. Trong m\u1ed7i bu\u1ed5i h\u1ecdp to\u00e0n \u0111\u1ed9i ng\u0169, c\u00e1c l\u00e3nh \u0111\u1ea1o th\u01b0\u1eddng c\u1eadp nh\u1eadt v\u1ec1 nh\u1eefng tr\u1ea3i nghi\u1ec7m m\u1edbi m\u00e0 c\u00f4ng ty v\u1eeba cung c\u1ea5p cho kh\u00e1ch h\u00e0ng g\u1ea7n \u0111\u00e2y.<\/p>\n

\n

4. Th\u00fac \u0111\u1ea9y nh\u1eefng t\u01b0\u01a1ng t\u00e1c tr\u1ef1c ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng<\/span><\/strong><\/span><\/h2>\n

C\u00f4ng ty c\u1ea7n ph\u00e1t tri\u1ec3n nh\u1eefng c\u00e1ch kh\u00e1c nhau \u0111\u1ec3 nh\u00e2n vi\u00ean c\u00f3 th\u1ec3 t\u01b0\u01a1ng t\u00e1c tr\u1ef1c ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng, ngay c\u1ea3 nh\u1eefng b\u1ed9 ph\u1eadn mang t\u00ednh ch\u1ea5t “h\u1eadu c\u1ea7n”. V\u00ec tr\u00ean th\u1ef1c t\u1ebf, b\u1ea5t c\u1ee9 b\u1ed9 ph\u1eadn n\u00e0o trong c\u00f4ng ty c\u0169ng c\u00f3 nh\u1eefng \u1ea3nh h\u01b0\u1edfng nh\u1ea5t \u0111\u1ecbnh \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng, d\u00f9 r\u1eb1ng l\u00e0 t\u00e1c \u0111\u1ed9ng gi\u00e1n ti\u1ebfp. V\u00ec v\u1eady, t\u1ea5t c\u1ea3 nh\u00e2n vi\u00ean s\u1ebd c\u00f3 th\u00eam nhi\u1ec1u ch\u1ea5t li\u1ec7u h\u1eefu \u00edch \u0111\u1ec3 c\u1ea3i thi\u1ec7n c\u00f4ng vi\u1ec7c, n\u1ebfu h\u1ecd \u0111\u01b0\u1ee3c hi\u1ec3u th\u00eam v\u1ec1 ch\u00e2n dung kh\u00e1ch h\u00e0ng, c\u0169ng nh\u01b0 nh\u1eefng \u0111i\u1ec1u b\u1ed9 ph\u1eadn c\u1ee7a h\u1ecd \u0111\u00e3 l\u00e0m \u0111\u01b0\u1ee3c ho\u1eb7c c\u1ea7n n\u1ed7 l\u1ef1c h\u01a1n.<\/p>\n

V\u1edbi ph\u1ea7n l\u1edbn c\u00e1c doanh nghi\u1ec7p c\u00f3 m\u00f4 h\u00ecnh kinh doanh \u0111\u1eb7c th\u00f9, kh\u00f4ng th\u1ec3 t\u1ea1o \u0111i\u1ec1u ki\u1ec7n \u0111\u1ec3 nh\u00e2n vi\u00ean t\u01b0\u01a1ng t\u00e1c tr\u1ef1c ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng nh\u01b0 Airbnb, th\u00ec v\u1eabn c\u00f3 th\u1ec3 m\u1edf ra c\u00e1c c\u01a1 h\u1ed9i \u0111\u1ec3 nh\u00e2n vi\u00ean quan s\u00e1t c\u00e1c cu\u1ed9c ph\u1ecfng v\u1ea5n kh\u00e1ch h\u00e0ng c\u1ee7a ph\u00f2ng marketing, l\u1eafng nghe c\u00e1c cu\u1ed9c g\u1ecdi t\u1eeb ph\u00f2ng b\u00e1n h\u00e0ng v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, m\u1eddi kh\u00e1ch h\u00e0ng \u0111\u1ebfn th\u0103m v\u0103n ph\u00f2ng, t\u1ed5 ch\u1ee9c c\u00e1c s\u1ef1 ki\u1ec7n kh\u00e1ch h\u00e0ng…<\/p>\n

5. K\u1ebft n\u1ed1i v\u0103n h\u00f3a n\u1ed9i b\u1ed9 v\u1edbi chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/span><\/strong><\/span><\/h2>\n

C\u00f3 c\u00e2u \u201cC\u00e1i g\u00ec kh\u00f4ng \u0111o l\u01b0\u1eddng \u0111\u01b0\u1ee3c, s\u1ebd kh\u00f4ng qu\u1ea3n l\u00fd \u0111\u01b0\u1ee3c\u201d<\/span><\/strong>. C\u00e1c c\u1ea5p qu\u1ea3n l\u00fd s\u1ebd \u0111\u01b0\u1ee3c truy\u1ec1n \u0111\u1ed9ng l\u1ef1c v\u00e0 k\u1ef9 n\u0103ng \u0111\u1ec3 nu\u00f4i d\u01b0\u1ee1ng v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0 tr\u1ecdng t\u00e2m n\u1ebfu h\u1ecd bi\u1ebft c\u00e1ch \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 cho ho\u1ea1t \u0111\u1ed9ng n\u00e0y.<\/p>\n

Temkin Group, m\u1ed9t c\u00f4ng ty t\u01b0 v\u1ea5n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, \u0111\u00e3 ph\u00e1t tri\u1ec3n m\u00f4 h\u00ecnh d\u1ef1 \u0111o\u00e1n t\u00e1c \u0111\u1ed9ng c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n l\u1ee3i nhu\u1eadn trong nh\u1eefng ng\u00e0nh c\u00f4ng nghi\u1ec7p kh\u00e1c nhau ra sao. Trung b\u00ecnh, theo \u01b0\u1edbc t\u00ednh c\u1ee7a Temkin, m\u1ed9t c\u00f4ng ty 1 t\u1ef7 USD \u0111i\u1ec3n h\u00ecnh c\u00f3 th\u1ec3 thu \u0111\u01b0\u1ee3c 775 tri\u1ec7u USD trong v\u00f2ng 3 n\u0103m, th\u00f4ng qua nh\u1eefng c\u1ea3i ti\u1ebfn nh\u01b0 gi\u1ea3m th\u1eddi gian kh\u00e1ch h\u00e0ng ch\u1edd \u0111\u1ee3i hay t\u1ea1o ra quy tr\u00ecnh thanh to\u00e1n thu\u1eadn ti\u1ec7n h\u01a1n cho ng\u01b0\u1eddi ti\u00eau d\u00f9ng.<\/p>\n

Theo Diane Gherson – Gi\u00e1m \u0111\u1ed1c Nh\u00e2n s\u1ef1 c\u1ee7a IBM, nh\u1eefng nh\u00e2n vi\u00ean trung th\u00e0nh chi\u1ebfm hai ph\u1ea7n ba trong t\u1ed5ng s\u1ed1 c\u00e1c y\u1ebfu t\u1ed1 t\u1ea1o n\u00ean tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ee7a c\u00f4ng ty c\u00f4. Gherson v\u00e0 \u0111\u1ed9i ng\u0169 c\u1ee7a c\u00f4 \u0111\u00e3 hi\u1ec3u \u0111\u01b0\u1ee3c \u0111i\u1ec1u c\u1ed1t y\u1ebfu, r\u1eb1ng: n\u1ebfu nh\u00e2n vi\u00ean h\u00e0i l\u00f2ng v\u1ec1 IBM, th\u00ec kh\u00e1ch h\u00e0ng c\u0169ng s\u1ebd nh\u01b0 th\u1ebf.<\/p>\n

C\u00e1c l\u00e3nh \u0111\u1ea1o doanh nghi\u1ec7p \u0111ang b\u1eaft \u0111\u1ea7u nh\u1eadn th\u1ea5y v\u0103n h\u00f3a v\u00e0 chi\u1ebfn l\u01b0\u1ee3c c\u1ea7n song h\u00e0nh v\u1edbi nhau. Ch\u1ec9 khi c\u00e1c chi\u1ebfn l\u01b0\u1ee3c \u0111\u1eb7t kh\u00e1ch h\u00e0ng l\u00e0m tr\u1ecdng t\u00e2m \u0111\u01b0\u1ee3c h\u1eadu thu\u1eabn v\u00e0 ph\u00e1t tri\u1ec3n tr\u00ean n\u1ec1n t\u1ea3ng v\u0103n h\u00f3a c\u00f4ng ty th\u00ec doanh nghi\u1ec7p m\u1edbi th\u1eadt s\u1ef1 c\u00f3 \u0111\u01b0\u1ee3c t\u1ea7m nh\u00ecn b\u1ec1n v\u1eefng v\u1ec1 chi\u1ebfn l\u01b0\u1ee3c n\u00e0y.<\/p>\n

Theo Harvard Business Review<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

V\u1edbi 25 n\u0103m kinh nghi\u1ec7m l\u00e0m vi\u1ec7c t\u1ea1i c\u00e1c th\u01b0\u01a1ng hi\u1ec7u h\u00e0ng \u0111\u1ea7u th\u1ebf gi\u1edbi nh\u01b0 Sony v\u00e0 Frito-Lay, Denise Lee Yohn l\u00e0 chuy\u00ean gia v\u1ec1 l\u0129nh v\u1ef1c t\u00e1i \u0111\u1ecbnh v\u1ecb th\u01b0\u01a1ng hi\u1ec7u. Trong b\u00e0i vi\u1ebft tr\u00ean trang Harvard Business Review, Denise \u0111\u00e3 ph\u00e2n t\u00edch c\u00e1ch th\u1ee9c doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u01b0a chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng tr\u1ecdng t\u00e2m v\u00e0o v\u0103n h\u00f3a doanh nghi\u1ec7p.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[247],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/23126"}],"collection":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/comments?post=23126"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/23126\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=23126"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=23126"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=23126"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}