{"id":36006,"date":"2023-12-08T11:36:39","date_gmt":"2023-12-08T11:36:39","guid":{"rendered":"https:\/\/masterskills.org\/blog\/trai-nghiem-khach-hang-customer-experience-la-gi.html"},"modified":"2023-12-23T21:03:13","modified_gmt":"2023-12-23T14:03:13","slug":"trai-nghiem-khach-hang-customer-experience-la-gi","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/trai-nghiem-khach-hang-customer-experience-la-gi.html","title":{"rendered":"Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (Customer Experience) l\u00e0 g\u00ec?"},"content":{"rendered":"
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H\u00ecnh minh h\u1ecda. Ngu\u1ed3n: Marketing Week<\/p>\n<\/div>\n<\/div>\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (Customer Experience)<\/font><\/h2>\n

\u0110\u1ecbnh ngh\u0129a<\/b><\/p>\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/b> trong ti\u1ebfng Anh l\u00e0 Customer Experience<\/b>, th\u01b0\u1eddng vi\u1ebft t\u1eaft l\u00e0 CX<\/b>.<\/p>\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/i> l\u00e0 nh\u1eadn th\u1ee9c v\u00e0 c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 m\u1ecdi \u0111i\u1ec1u li\u00ean quan \u0111\u1ebfn m\u1ed9t c\u00f4ng cy hay m\u1ed9t doanh nghi\u1ec7p.<\/p>\n

B\u1ea3n ch\u1ea5t c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/font><\/h3>\n

– Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/b> bao g\u1ed3m s\u1ef1 t\u01b0\u01a1ng t\u00e1c h\u01b0\u1edbng t\u1edbi kh\u00e1ch h\u00e0ng trong su\u1ed1t h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng (c\u00f2n \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 \u0111i\u1ec3m ti\u1ebfp x\u00fac) c\u00f3 t\u00e1c \u0111\u1ed9ng r\u00f5 r\u00e0ng ho\u1eb7c tinh t\u1ebf \u0111\u1ebfn l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

– Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u0169ng b\u1ecb \u1ea3nh h\u01b0\u1edfng b\u1edfi c\u00e1c y\u1ebfu t\u1ed1 nh\u01b0 nh\u1eadn di\u1ec7n th\u01b0\u01a1ng hi\u1ec7u v\u00e0 tr\u00e1ch nhi\u1ec7m x\u00e3 h\u1ed9i c\u1ee7a c\u00f4ng ty.<\/p>\n

– Mu\u1ed1n c\u00f3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t, \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c t\u1ea5t c\u1ea3 c\u00e1c touchpoint (\u0111i\u1ec3m ti\u1ebfp x\u00fac) \u0111\u1ec1u ph\u1ea3i mang l\u1ea1i cho kh\u00e1ch h\u00e0ng nh\u1eefng c\u1ea3m x\u00fac t\u00edch c\u1ef1c, qua \u0111\u00f3 t\u1ea1o n\u00ean l\u1ee3i th\u1ebf c\u1ea1nh tranh tr\u1ef1c ti\u1ebfp cho doanh nghi\u1ec7p.<\/p>\n

Bi\u1ec7n ph\u00e1p t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/font><\/h3>\n

Th\u1ee9 1: Ch\u00fa tr\u1ecdng v\u00e0 n\u00e2ng cao c\u00e1c tr\u1ea3i nghi\u1ec7m c\u1ee7a d\u1ecbch v\u1ee5 \u0111a k\u00eanh (Multichannel, OmniChannel \u2026)<\/i><\/p>\n

C\u00e1c con s\u1ed1 \u0111\u00e3 ch\u1ec9 ra r\u1eb1ng 89% kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y th\u1ea5t v\u1ecdng khi h\u1ecd ph\u1ea3i l\u1eb7p \u0111i, l\u1eb7p l\u1ea1i c\u00e1c v\u1ea5n \u0111\u1ec1 tr\u00ean c\u00e1c k\u00eanh kh\u00e1c nhau, \u1edf th\u1eddi \u0111i\u1ec3m kh\u00e1c nhau. H\u01a1n n\u1eefa 87% kh\u00e1ch h\u00e0ng mong mu\u1ed1n c\u00e1c th\u01b0\u01a1ng hi\u1ec7u c\u1ea7n c\u00f3 c\u01a1 ch\u1ebf \u0111\u1ec3 cung c\u1ea5p c\u00e1c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c nh\u1ea5t qu\u00e1n h\u01a1n.<\/p>\n

Th\u1ee9 2: Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u00ean di \u0111\u1ed9ng v\u1eabn l\u00e0 \u01b0u ti\u00ean h\u00e0ng \u0111\u1ea7u.<\/i><\/p>\n

– T\u00ecm ki\u1ebfm tr\u00ean di \u0111\u1ed9ng \u0111\u01b0\u1ee3c d\u1ef1 b\u00e1o t\u1ea1o ra con s\u1ed1 l\u00e0 27,8 t\u1ec9<\/span> truy v\u1ea5n, nhi\u1ec1u h\u01a1n r\u1ea5t nhi\u1ec1u so v\u1edbi t\u00ecm ki\u1ebfm tr\u00ean c\u00e1c thi\u1ebft b\u1ecb kh\u00e1c (m\u00e1y t\u00ednh, ipad \u2026).\u00a0 T\u1edbi 99.7% c\u00e1c thi\u1ebft b\u1ecb di \u0111\u1ed9ng \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 truy c\u1eadp internet. N\u1ec1n t\u1ea3ng \u1ee9ng d\u1ee5ng tr\u00ean di \u0111\u1ed9ng v\u1eabn \u0111ang v\u00e0 s\u1ebd b\u00f9ng n\u1ed5 trong t\u01b0\u01a1ng lai.<\/p>\n

Th\u1ee9 3: Th\u1ef1c t\u1ebf t\u0103ng c\u01b0\u1eddng hay th\u1ef1c t\u1ebf \u1ea3o (AR\/VR) s\u1ebd l\u00e0 t\u01b0\u01a1ng lai c\u1ee7a c\u00e1c t\u01b0\u01a1ng t\u00e1c gi\u1eefa kh\u00e1ch h\u00e0ng\/ng\u01b0\u1eddi d\u00f9ng v\u00e0 c\u00e1c s\u1ea3n ph\u1ea9m.<\/i><\/p>\n

L\u00e0 \u0111i\u1ec3m nh\u1ea5n c\u1ee7a , AR\/VR h\u1ee9a h\u1eb9n v\u1eabn s\u1ebd l\u00e0m m\u01b0a l\u00e0m gi\u00f3 trong vi\u1ec7c t\u1ea1o d\u1ef1ng v\u00e0 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng, ng\u01b0\u1eddi mua s\u1ea3n ph\u1ea9m.<\/p>\n

Th\u1ee9 4: Video content v\u1eabn l\u00e0 m\u1ed9t v\u0169 kh\u00ed \u0111\u00e1ng g\u1eddm.<\/i><\/p>\n

– Video content l\u00e0 m\u1ed9t d\u1ea1ng content marketing s\u1eed d\u1ee5ng video \u0111\u1ec3 truy\u1ec1n t\u1ea3i th\u00f4ng tin truy\u1ec1n th\u00f4ng (t\u1eeb ng\u01b0\u1eddi g\u1eedi) \u0111\u1ebfn kh\u00e1ch h\u00e0ng (ng\u01b0\u1eddi nh\u1eadn).<\/p>\n

– Xem, \u0111\u1ecdc, v\u00e0 nghe v\u00e0 c\u00f2n h\u01a1n th\u1ebf n\u1eefa, \u0111\u00f3 ch\u00ednh l\u00e0 nh\u1eefng gi\u00e1 tr\u1ecb m\u00e0 video s\u1ebd mang l\u1ea1i cho kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n. M\u1eb7t kh\u00e1c, video thu h\u00fat ng\u01b0\u1eddi xem s\u1ebd c\u00f3 \u0111\u01b0\u1ee3c kh\u1ea3 n\u0103ng viral (kh\u1ea3 n\u0103ng lan truy\u1ec1n, lan t\u1ecfa) c\u1ef1c nhanh tr\u00ean c\u00e1c n\u1ec1n t\u1ea3ng video, n\u1ec1n t\u1ea3ng m\u1ea1ng x\u00e3 h\u1ed9i.<\/p>\n

– \u0110\u1ed3ng th\u1eddi, c\u00e1c t\u01b0\u01a1ng t\u00e1c c\u1ee7a video content v\u1edbi kh\u00e1ch h\u00e0ng l\u00fac n\u00e0o c\u0169ng nhi\u1ec1u h\u01a1n c\u00e1c h\u00ecnh th\u1ee9c kh\u00e1c r\u1ea5t nhi\u1ec1u, ngo\u00e0i ra vi\u1ec7c k\u1ebft h\u1ee3p \u0111\u01b0\u1ee3c v\u1edbi c\u00e1c c\u00f4ng c\u1ee5 kh\u00e1c \u0111\u00e3 gi\u00fap video content tr\u1edf th\u00e0nh m\u1ed9t c\u00f4ng c\u1ee5 tuy\u1ec7t v\u1eddi trong nh\u1eefng n\u0103m g\u1ea7n \u0111\u00e2y c\u0169ng nh\u01b0 t\u01b0\u01a1ng lai.<\/p>\n

Th\u1ee9 5: Tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o (AI) l\u00e0 m\u1ed9t nh\u00e2n t\u1ed1 kh\u00f4ng th\u1ec3 kh\u00f4ng nh\u1eafc t\u1edbi.<\/i><\/p>\n

Tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o (AI)\u00a0kh\u00f4ng ph\u1ea3i l\u00e0 th\u1ee9 \u0111\u1ec3 thay th\u1ebf s\u1ef1 t\u01b0\u01a1ng t\u00e1c c\u1ee7a con ng\u01b0\u1eddi, m\u00e0 thay v\u00e0o \u0111\u00f3 n\u00f3 l\u00e0 m\u1ed9t ph\u01b0\u01a1ng ti\u1ec7n t\u1ea1o \u0111i\u1ec1u ki\u1ec7n cho kh\u00e1ch h\u00e0ng c\u00f3 nh\u1eefng tr\u1ea3i nghi\u1ec7m m\u1edbi m\u1ebb h\u01a1n, kh\u00e1ch quan h\u01a1n, c\u00f4ng b\u1eb1ng h\u01a1n, v\u00e0 th\u1eadm ch\u00ed c\u00e1 nh\u00e2n h\u01a1n v\u00e0 h\u00e0i l\u00f2ng h\u01a1n.<\/p>\n

(T\u00e0i li\u1ec7u tham kh\u1ea3o: BrandsVietNam;\u00a0What is customer experience? – Zendesk)<\/i><\/p>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

\n Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (ti\u1ebfng Anh: Customer Experience, vi\u1ebft t\u1eaft CX) l\u00e0 nh\u1eadn th\u1ee9c v\u00e0 c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 m\u1ecdi \u0111i\u1ec1u li\u00ean quan \u0111\u1ebfn m\u1ed9t c\u00f4ng cy hay m\u1ed9t doanh nghi\u1ec7p.\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\/36006"}],"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=36006"}],"version-history":[{"count":1,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/36006\/revisions"}],"predecessor-version":[{"id":68658,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/36006\/revisions\/68658"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=36006"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=36006"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=36006"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}