{"id":35927,"date":"2023-12-08T11:31:20","date_gmt":"2023-12-08T11:31:20","guid":{"rendered":"https:\/\/masterskills.org\/blog\/trai-nghiem-khach-hang-cheo-kenh-cross-channel-customer-experience-la-gi.html"},"modified":"2023-12-23T21:01:26","modified_gmt":"2023-12-23T14:01:26","slug":"trai-nghiem-khach-hang-cheo-kenh-cross-channel-customer-experience-la-gi","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/trai-nghiem-khach-hang-cheo-kenh-cross-channel-customer-experience-la-gi.html","title":{"rendered":"Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ch\u00e9o k\u00eanh (Cross-Channel Customer Experience) l\u00e0 g\u00ec?"},"content":{"rendered":"
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H\u00ecnh minh h\u1ecda<\/i><\/p>\n<\/figcaption><\/figure>\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ch\u00e9o k\u00eanh<\/font><\/h2>\n

Kh\u00e1i ni\u1ec7m<\/b><\/p>\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ch\u00e9o k\u00eanh <\/b>trong ti\u1ebfng Anh l\u00e0 Cross-Channel Customer Experience.<\/b><\/p>\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ch\u00e9o k\u00eanh<\/i>\u00a0\u0111\u1ea1t \u0111\u01b0\u1ee3c khi t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh c\u1ee7a m\u1ed9t c\u00f4ng ty ho\u1ea1t \u0111\u1ed9ng m\u1ed9t c\u00e1ch nh\u1ea5t qu\u00e1n, li\u1ec1n m\u1ea1ch khi t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng. V\u00ed d\u1ee5 nh\u01b0 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 truy c\u1eadp v\u00e0o gi\u1ecf h\u00e0ng c\u1ee7a m\u00ecnh tr\u00ean c\u1ea3 m\u00e1y t\u00ednh x\u00e1ch tay v\u00e0 thi\u1ebft b\u1ecb di \u0111\u1ed9ng, ho\u1eb7c truy c\u1eadp c\u00e1c c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng b\u1ea5t k\u1ec3 h\u1ecd \u0111ang s\u1eed d\u1ee5ng thi\u1ebft b\u1ecb n\u00e0o.<\/p>\n

Ch\u00eca kh\u00f3a cho tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ch\u00e9o k\u00eanh <\/i>th\u00e0nh c\u00f4ng tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng (email, trang web, ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i, \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng, v.v.) l\u00e0 t\u00ednh nh\u1ea5t qu\u00e1n.<\/p>\n

V\u00ed d\u1ee5, khi Starbucks mu\u1ed1n th\u00f4ng b\u00e1o cho ng\u01b0\u1eddi ti\u00eau d\u00f9ng v\u1ec1 ch\u01b0\u01a1ng tr\u00ecnh Gi\u1edd h\u1ea1nh ph\u00fac Frappuccino, h\u1ecd th\u1ef1c hi\u1ec7n m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c r\u1ea5t c\u1ee5 th\u1ec3: c\u1eadp nh\u1eadt trang web v\u00e0 c\u00e1c k\u00eanh truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i c\u1ee7a m\u00ecnh b\u1eb1ng h\u00ecnh \u1ea3nh v\u00e0 ng\u00f4n ng\u1eef nh\u1ea5t qu\u00e1n, c\u00f9ng v\u1edbi vi\u1ec7c h\u1ee3p l\u00ed h\u00f3a c\u00e1c chi ti\u1ebft trong \u1ee9ng d\u1ee5ng \u0111i\u1ec7n tho\u1ea1i th\u00f4ng minh, qu\u1ea3ng c\u00e1o truy\u1ec1n h\u00ecnh v\u00e0 t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac kh\u00e1ch h\u00e0ng kh\u00e1c.\u00a0<\/p>\n

T\u1ea7m quan tr\u1ecdng c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ch\u00e9o k\u00eanh <\/i>\u0111\u00e3 t\u0103ng trong th\u1eadp k\u1ec9 qua, nh\u1edd s\u1ef1 gia t\u0103ng c\u1ee7a \u0111i\u1ec7n tho\u1ea1i th\u00f4ng minh, m\u00e1y t\u00ednh b\u1ea3ng v\u00e0 c\u00e1c thi\u1ebft b\u1ecb di \u0111\u1ed9ng kh\u00e1c.\u00a0<\/p>\n

\u0110\u1eb7c \u0111i\u1ec3m v\u00e0 v\u00ed d\u1ee5 c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ch\u00e9o k\u00eanh<\/font><\/h3>\n

Kh\u00e1ch h\u00e0ng n\u00ean \u0111\u01b0\u1ee3c t\u1eadn h\u01b0\u1edfng tr\u1ea3i nghi\u1ec7m \u0111\u1ed3ng nh\u1ea5t v\u1edbi m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u, d\u00f9 l\u00e0 khi \u0111ang xem m\u1ed9t trang web (tr\u00ean m\u00e1y t\u00ednh ho\u1eb7c thi\u1ebft b\u1ecb di \u0111\u1ed9ng) hay khi s\u1eed d\u1ee5ng m\u1ed9t \u1ee9ng d\u1ee5ng tr\u00ean \u0111i\u1ec7n tho\u1ea1i th\u00f4ng minh.<\/p>\n

Th\u1eed t\u01b0\u1edfng t\u01b0\u1ee3ng m\u1ed9t kh\u00e1ch h\u00e0ng gh\u00e9 th\u0103m trang web, trang m\u1ea1ng x\u00e3 h\u1ed9i v\u00e0 \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng c\u1ee7a m\u1ed9t c\u00f4ng ty; v\u00e0 ph\u00e1t hi\u1ec7n r\u1eb1ng giao di\u1ec7n v\u00e0 \u00e2m thanh c\u1ee7a c\u1ea3 ba ho\u00e0n to\u00e0n kh\u00e1c nhau. Ch\u1eafc ch\u1eafn khi \u0111\u00f3 s\u1ef1 tin t\u01b0\u1edfng v\u00e0o th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a anh ta\/c\u00f4 ta s\u1ebd gi\u1ea3m m\u1ea1nh.\u00a0<\/p>\n

Kh\u00e1ch h\u00e0ng \u0111\u00f3 c\u00f3 th\u1ec3 s\u1ebd nghi ng\u1edd v\u1ec1 vi\u1ec7c li\u1ec7u ch\u1ea5t l\u01b0\u1ee3ng c\u1ee7a s\u1ea3n ph\u1ea9m c\u00f4ng ty c\u00f3 \u0111\u1ed3ng nh\u1ea5t \u0111\u1ed1i v\u1edbi m\u1ecdi s\u1ea3n ph\u1ea9m kh\u00f4ng, v\u00ec xem ra th\u1eadm ch\u00ed c\u00f4ng ty \u0111\u00f3 c\u00f2n kh\u00f4ng th\u1ec3 gi\u1eef \u0111\u01b0\u1ee3c kh\u1ea3 n\u0103ng nh\u1ea5t qu\u00e1n trong marketing.\u00a0<\/p>\n

M\u1ed9t \u0111\u1eb7c \u0111i\u1ec3m c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ch\u00e9o k\u00eanh <\/i>l\u00e0 t\u00ednh th\u1ed1ng nh\u1ea5t tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh. M\u1ed9t v\u00ed d\u1ee5 v\u1ec1 \u0111i\u1ec1u n\u00e0y l\u00e0 vi\u1ec7c \u00e1p d\u1ee5ng \u01b0u \u0111\u00e3i b\u00e1n h\u00e0ng “Mua m\u1ed9t t\u1eb7ng m\u1ed9t” tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh.\u00a0<\/p>\n

M\u1ed9t \u0111\u1eb7c \u0111i\u1ec3m kh\u00e1c l\u00e0 t\u00edch h\u1ee3p th\u00f4ng tin li\u1ec1n m\u1ea1ch, v\u00ed d\u1ee5 nh\u01b0 kh\u00e1ch h\u00e0ng tra c\u1ee9u chi ti\u1ebft \u0111\u1ed9 tin c\u1eady c\u1ee7a s\u1ea3n ph\u1ea9m tr\u00ean \u0111i\u1ec7n tho\u1ea1i th\u00f4ng minh khi \u0111ang \u1edf trong c\u1eeda h\u00e0ng.\u00a0<\/p>\n

M\u1ed9t \u0111\u1eb7c \u0111i\u1ec3m tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ch\u00e9o k\u00eanh <\/i>kh\u00e1c\u00a0<\/i>l\u00e0 cung c\u1ea5p c\u00e1c t\u00f9y ch\u1ecdn th\u00f4ng b\u00e1o cho kh\u00e1ch h\u00e0ng, ch\u1eb3ng h\u1ea1n nh\u01b0 g\u1eedi c\u1eadp nh\u1eadt th\u00f4ng tin giao h\u00e0ng cho kh\u00e1ch qua email v\u00e0 \/ ho\u1eb7c tin nh\u1eafn.<\/p>\n

Ngo\u00e0i ra, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ch\u00e9o k\u00eanh<\/b> th\u00e0nh c\u00f4ng s\u1ebd \u0111i\u1ec1u ch\u1ec9nh th\u00f4ng tin kh\u00e1ch h\u00e0ng tr\u00ean t\u1eebng n\u1ec1n t\u1ea3ng. V\u00ed d\u1ee5 nh\u01b0 m\u1ed9t kh\u00e1ch h\u00e0ng nh\u00ecn th\u1ea5y c\u00e1c \u0111\u1ec1 xu\u1ea5t s\u1ea3n ph\u1ea9m b\u1ea5t k\u1ec3 anh ta \u0111nag l\u01b0\u1edbt web hay xem \u1ee9ng d\u1ee5ng.\u00a0<\/p>\n

Cu\u1ed1i c\u00f9ng, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng qua k\u00eanh th\u00e0nh c\u00f4ng c\u1ea7n ph\u1ea3i cung c\u1ea5p cho kh\u00e1ch h\u00e0ng nhi\u1ec1u t\u00f9y ch\u1ecdn d\u1ecbch v\u1ee5, ch\u1eb3ng h\u1ea1n nh\u01b0 s\u1eed d\u1ee5ng tr\u00f2 chuy\u1ec7n tr\u1ef1c ti\u1ebfp tr\u00ean trang web c\u1ee7a c\u00f4ng ty.<\/p>\n

(Theo\u00a0study.com)<\/i><\/p>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

\n Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ch\u00e9o k\u00eanh (ti\u1ebfng Anh: Cross-Channel Customer Experience) \u0111\u1ea1t \u0111\u01b0\u1ee3c khi t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh c\u1ee7a m\u1ed9t c\u00f4ng ty ho\u1ea1t \u0111\u1ed9ng m\u1ed9t c\u00e1ch nh\u1ea5t qu\u00e1n, li\u1ec1n m\u1ea1ch khi t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng.\n <\/div>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[422],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/35927"}],"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=35927"}],"version-history":[{"count":1,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/35927\/revisions"}],"predecessor-version":[{"id":68613,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/35927\/revisions\/68613"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=35927"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=35927"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=35927"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}