{"id":35931,"date":"2023-12-08T11:31:51","date_gmt":"2023-12-08T11:31:51","guid":{"rendered":"https:\/\/masterskills.org\/blog\/tong-trai-nghiem-khach-hang-total-customer-experience-la-gi.html"},"modified":"2023-12-23T21:01:26","modified_gmt":"2023-12-23T14:01:26","slug":"tong-trai-nghiem-khach-hang-total-customer-experience-la-gi","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/tong-trai-nghiem-khach-hang-total-customer-experience-la-gi.html","title":{"rendered":"T\u1ed5ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (Total Customer Experience) l\u00e0 g\u00ec?"},"content":{"rendered":"
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H\u00ecnh minh h\u1ecda<\/i><\/p>\n<\/figcaption><\/figure>\n

T\u1ed5ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng <\/font><\/h2>\n

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

T\u1ed5ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/b> trong ti\u1ebfng Anh l\u00e0 Total Customer Experience.<\/b><\/p>\n

T\u1ed5ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng <\/i>m\u00f4 t\u1ea3 m\u1ed1i quan h\u1ec7 c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi doanh nghi\u1ec7p. T\u1ed5ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng <\/i>\u0111\u01b0\u1ee3c t\u1ea1o th\u00e0nh t\u1eeb t\u1ea5t c\u1ea3 c\u00e1c t\u01b0\u01a1ng t\u00e1c m\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 v\u1edbi m\u1ed9t doanh nghi\u1ec7p, k\u1ec3 t\u1eeb l\u1ea7n \u0111\u1ea7u kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p cho t\u1edbi hi\u1ec7n t\u1ea1i.<\/p>\n

\u00dd ngh\u0129a c\u1ee7a t\u1ed5ng tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng<\/b><\/p>\n

T\u1ed5ng tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng t\u1ed5ng h\u1ee3p \u00fd ki\u1ebfn c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 c\u00f4ng ty v\u00e0 s\u1ea3n ph\u1ea9m c\u1ee7a h\u1ecd. N\u1ebfu kh\u00e1ch h\u00e0ng h\u1ea1nh ph\u00fac, h\u1ecd s\u1ebd n\u00f3i v\u1edbi b\u1ea1n b\u00e8 v\u00e0 ti\u1ebfp t\u1ee5c mua th\u00eam s\u1ea3n ph\u1ea9m c\u1ee7a c\u00f4ng ty. N\u1ebfu kh\u00f4ng h\u00e0i l\u00f2ng, h\u1ecd c\u0169ng s\u1ebd n\u00f3i v\u1edbi b\u1ea1n b\u00e8 v\u00e0 trong t\u01b0\u01a1ng lai doanh nghi\u1ec7p c\u00f3 th\u1ec3 s\u1ebd kh\u00f4ng b\u00e1n \u0111\u01b0\u1ee3c h\u00e0ng cho h\u1ecd ho\u1eb7c b\u1ea1n b\u00e8 c\u1ee7a nh\u1eefng kh\u00e1ch h\u00e0ng \u0111\u00f3.<\/p>\n

M\u00f4 h\u00ecnh t\u1ed5ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\u00a0<\/font><\/h3>\n

\u0110\u1ec3 qu\u1ea3n\u00a0l\u00ed<\/span>\u00a0tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u1ea7n c\u00f3 m\u1ed9t m\u00f4 h\u00ecnh c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 t\u1ea5t c\u1ea3 c\u00e1c kh\u00eda c\u1ea1nh c\u1ee7 vi\u1ec7c ti\u1ebfp x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng.\u00a0<\/p>\n

M\u00f4 h\u00ecnh n\u00e0y bao g\u1ed3m “4 ch\u1eef P” truy\u1ec1n th\u1ed1ng v\u1ec1 marketing – \u0111\u1ecba \u0111i\u1ec3m (Place), gi\u00e1 c\u1ea3 (Price), x\u00fac ti\u1ebfn (Promotion), s\u1ea3n ph\u1ea9m (Product) – c\u00f9ng v\u1edbi con ng\u01b0\u1eddi (People) ho\u1eb7c d\u1ecbch v\u1ee5 m\u00e0 kh\u00e1ch h\u00e0ng nh\u1eadn \u0111\u01b0\u1ee3c t\u1eeb vi\u1ec7c mua h\u00e0ng ho\u1eb7c h\u1ed7 tr\u1ee3; v\u00e0 qui tr\u00ecnh (Process).<\/p>\n

V\u00ed d\u1ee5: Tom v\u1eeba mua m\u1ed9t chi\u1ebfc m\u00e1y t\u00ednh m\u1edbi t\u1eeb m\u1ed9t c\u1eeda h\u00e0ng tr\u00ean ph\u1ed1. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 \u0111\u1ecbnh ngh\u0129a c\u1ee7a c\u00e1c thu\u1eadt ng\u1eef tr\u00ean, x\u00e9t theo m\u1ed1i li\u00ean quan \u0111\u1ebfn vi\u1ec7c mua h\u00e0ng c\u1ee7a anh \u1ea5y.<\/p>\n

\u0110\u1ecba \u0111i\u1ec3m: v\u1ecb tr\u00ed n\u01a1i kh\u00e1ch h\u00e0ng li\u00ean h\u1ec7 v\u1edbi doanh nghi\u1ec7p. \u0110\u00f3 c\u00f3 th\u1ec3 l\u00e0 m\u1ed9t c\u1eeda h\u00e0ng, m\u1ed9t trang web m\u00e0 kh\u00e1ch h\u00e0ng truy c\u1eadp. Trong v\u00ed d\u1ee5 n\u00e0y, \u0111\u00f3 l\u00e0 c\u1eeda h\u00e0ng th\u1ef1c t\u1ebf Tom \u0111\u00e3 \u0111\u1ebfn \u0111\u1ec3 mua h\u00e0ng.<\/p>\n

Gi\u00e1: s\u1ed1 ti\u1ec1n ph\u1ea3i tr\u1ea3 cho s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5. \u0110i c\u00f9ng v\u1edbi m\u1ee9c gi\u00e1 l\u00e0 \u0111\u00e1nh gi\u00e1 c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 vi\u1ec7c gi\u00e1 c\u00f3 h\u1ee3p l\u00ed hay kh\u00f4ng. Trong tr\u01b0\u1eddng h\u1ee3p n\u00e0y, \u0111\u00f3 l\u00e0 t\u1ed5ng gi\u00e1 Tom \u0111\u00e3 tr\u1ea3 cho m\u00e1y t\u00ednh v\u00e0 ph\u1ea7n m\u1ec1m.<\/p>\n

X\u00fac ti\u1ebfn: l\u00e0 b\u1ea5t k\u00ec l\u1eddi h\u1ee9a, gi\u1ea3m gi\u00e1 ho\u1eb7c m\u1ecdi l\u1ee3i \u00edch c\u1ed9ng th\u00eam n\u00e0o \u0111\u01b0\u1ee3c nh\u1eadn t\u1eeb qu\u00e1 tr\u00ecnh mua h\u00e0ng. N\u1ebfu Tom nh\u1eadn \u0111\u01b0\u1ee3c gi\u1ea3m gi\u00e1 \u0111\u1eb7c bi\u1ec7t khi mua ph\u1ea7n m\u1ec1m ho\u1eb7c \u0111\u01b0\u1ee3c gi\u1ea3m 50 USD v\u00ec mua h\u00e0ng v\u00e0o d\u1ecbp cu\u1ed1i tu\u1ea7n \u0111\u1ea7u ti\u00ean trong th\u00e1ng – nh\u1eefng \u0111i\u1ec1u n\u00e0y s\u1ebd \u0111\u01b0\u1ee3c t\u00ednh v\u00e0o tr\u1ea3i nghi\u1ec7m mua h\u00e0ng c\u1ee7a Tom.<\/p>\n

S\u1ea3n ph\u1ea9m: m\u1eb7t h\u00e0ng c\u1ee5 th\u1ec3 \u0111\u01b0\u1ee3c mua c\u00f9ng c\u00e1c t\u00ednh n\u0103ng v\u00e0 l\u1ee3i \u00edch c\u1ee7a n\u00f3. Trong v\u00ed d\u1ee5 n\u00e0y, \u0111\u00f3 l\u00e0 chi\u1ebfc m\u00e1y t\u00ednh ho\u00e0n ch\u1ec9nh (\u0111\u01b0\u1ee3c thi\u1ebft l\u1eadp \u0111\u1ea7y \u0111\u1ee7, v\u00e0 nh\u1eefng ph\u1ea7n m\u1ec1m) m\u00e0 Tom \u0111\u00e3 mua.<\/p>\n

Con ng\u01b0\u1eddi: t\u1ea5t c\u1ea3 c\u00e1c \u0111\u1ea1i di\u1ec7n c\u1ee7a c\u00f4ng ty m\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 t\u01b0\u01a1ng t\u00e1c, bao g\u1ed3m b\u00e1n h\u00e0ng, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 h\u1ed7 tr\u1ee3 k\u0129 thu\u1eadt. Trong v\u00ed d\u1ee5 tr\u00ean, ti\u00eau ch\u00ed n\u00e0y bao g\u1ed3m nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng \u0111\u00e3 h\u1ed7 tr\u1ee3 Tom, k\u0129 thu\u1eadt vi\u00ean thi\u1ebft l\u1eadp m\u00e1y t\u00ednh, v\u00e0 b\u1ea5t k\u00ec ng\u01b0\u1eddi n\u00e0o kh\u00e1c m\u00e0 Tom \u0111\u00e3 t\u01b0\u01a1ng t\u00e1c t\u1ea1i c\u1eeda h\u00e0ng.<\/p>\n

Qui tr\u00ecnh: c\u00e1c ph\u01b0\u01a1ng th\u1ee9c c\u00f4ng ty s\u1eed d\u1ee5ng \u0111\u1ec3 l\u00e0m kinh doanh v\u1edbi kh\u00e1ch h\u00e0ng. Trong v\u00ed d\u1ee5 tr\u00ean, qui tr\u00ecnh bao g\u1ed3m gi\u1ea5y t\u1edd Tom ph\u1ea3i \u0111i\u1ec1n v\u00e0 c\u00e1c c\u00e2u h\u1ecfi anh ta ph\u1ea3i tr\u1ea3 l\u1eddi \u0111\u1ec3 mua m\u00e1y t\u00ednh c\u1ee7a m\u00ecnh.C\u1ee5 th\u1ec3, qui tr\u00ecnh li\u00ean quan \u0111\u1ebfn vi\u1ec7c kh\u00e1ch h\u00e0ng quy\u1ebft \u0111\u1ecbnh xem c\u00f3 d\u1ec5 d\u00e0ng mua h\u00e0ng ho\u1eb7c s\u1ea3n ph\u1ea9m t\u1eeb c\u00f4ng ty hay kh\u00f4ng.<\/p>\n

V\u00ec v\u1eady, \u0111\u1ec3 qu\u1ea3n\u00a0l\u00ed<\/span> t\u1ed5ng tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng, c\u1ea7n ph\u1ea3i \u0111\u00e1nh gi\u00e1 m\u1ed7i kh\u00eda c\u1ea1nh tr\u00ean t\u1eeb quan \u0111i\u1ec3m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

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

\n T\u1ed5ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (ti\u1ebfng Anh: Total Customer Experience) \u0111\u01b0\u1ee3c t\u1ea1o th\u00e0nh t\u1eeb t\u1ea5t c\u1ea3 c\u00e1c t\u01b0\u01a1ng t\u00e1c m\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 v\u1edbi m\u1ed9t doanh nghi\u1ec7p, k\u1ec3 t\u1eeb l\u1ea7n \u0111\u1ea7u kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p cho t\u1edbi hi\u1ec7n t\u1ea1i.\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\/35931"}],"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=35931"}],"version-history":[{"count":1,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/35931\/revisions"}],"predecessor-version":[{"id":68615,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/35931\/revisions\/68615"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=35931"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=35931"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=35931"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}