{"id":48143,"date":"2023-12-16T22:12:40","date_gmt":"2023-12-16T22:12:40","guid":{"rendered":"https:\/\/masterskills.org\/blog\/customer-experience-la-gi-tam-quan-trong-va-cach-cai-thien-cx.html"},"modified":"2023-12-16T22:12:40","modified_gmt":"2023-12-16T22:12:40","slug":"customer-experience-la-gi-tam-quan-trong-va-cach-cai-thien-cx","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/customer-experience-la-gi-tam-quan-trong-va-cach-cai-thien-cx.html","title":{"rendered":"Customer Experience L\u00e0 G\u00ec? T\u1ea7m Quan Tr\u1ecdng V\u00e0 C\u00e1ch C\u1ea3i Thi\u1ec7n CX"},"content":{"rendered":"
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Trong b\u1ed1i c\u1ea3nh kinh doanh c\u1ea1nh tranh ng\u00e0y nay, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) l\u00e0 m\u1ed9t kh\u00eda c\u1ea1nh quan tr\u1ecdng trong vi\u1ec7c x\u00e2y d\u1ef1ng th\u01b0\u01a1ng hi\u1ec7u th\u00e0nh c\u00f4ng v\u00e0 th\u00fac \u0111\u1ea9y l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng. Hi\u1ec3u \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u00f2i h\u1ecfi \u0111i\u1ec1u g\u00ec, t\u1ea1i sao tr\u1ea3i nghi\u1ec7m \u0111\u00f3 l\u1ea1i quan tr\u1ecdng v\u00e0 c\u00e1ch c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m \u0111\u00f3 c\u00f3 th\u1ec3 t\u00e1c \u0111\u1ed9ng \u0111\u00e1ng k\u1ec3 \u0111\u1ebfn s\u1ef1 ph\u00e1t tri\u1ec3n v\u00e0 th\u00e0nh c\u00f4ng c\u1ee7a doanh nghi\u1ec7p. Th\u00f4ng qua b\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y, Masterskills s\u1ebd c\u00f9ng b\u1ea1n t\u00ecm hi\u1ec3u Customer Experience l\u00e0 g\u00ec<\/strong>, \u00fd ngh\u0129a c\u1ee7a n\u00f3, c\u00e1ch l\u1ef1a ch\u1ecdn chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ph\u00f9 h\u1ee3p, ph\u01b0\u01a1ng ph\u00e1p \u0111o l\u01b0\u1eddng v\u00e0 l\u1ee3i \u00edch c\u1ee7a vi\u1ec7c n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n

Customer Experience l\u00e0 g\u00ec?<\/strong><\/h2>\n

\u0110\u1ea7u ti\u00ean, Customer Experience l\u00e0 g\u00ec<\/strong>? Customer Experience hay tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u1ec1 c\u1eadp \u0111\u1ebfn nh\u1eadn th\u1ee9c v\u00e0 t\u01b0\u01a1ng t\u00e1c t\u1ed5ng th\u1ec3 m\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 v\u1edbi m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u trong su\u1ed1t h\u00e0nh tr\u00ecnh c\u1ee7a h\u1ecd, t\u1eeb \u0111i\u1ec3m li\u00ean h\u1ec7 \u0111\u1ea7u ti\u00ean \u0111\u1ebfn h\u1ed7 tr\u1ee3 sau mua h\u00e0ng.\u00a0<\/p>\n

Qu\u00e1 tr\u00ecnh n\u00e0y bao g\u1ed3m m\u1ecdi \u0111i\u1ec3m ti\u1ebfp x\u00fac, t\u1eeb t\u01b0\u01a1ng t\u00e1c tr\u1ef1c tuy\u1ebfn, tr\u1ea3i nghi\u1ec7m t\u1ea1i c\u1eeda h\u00e0ng, g\u1eb7p g\u1ee1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u1ebfn s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m. Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u00f3ng m\u1ed9t vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c \u0111\u1ecbnh h\u00ecnh \u00fd ki\u1ebfn, c\u1ea3m x\u00fac v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng chung c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n

T\u1ea1i sao tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng l\u1ea1i quan tr\u1ecdng?<\/strong><\/h2>\n

Gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng<\/strong><\/h3>\n

Customer Experience \u0111\u00f3ng m\u1ed9t vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng. Khi kh\u00e1ch h\u00e0ng c\u00f3 tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c v\u1edbi m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u, nhi\u1ec1u kh\u1ea3 n\u0103ng h\u1ecd s\u1ebd tr\u1edf n\u00ean trung th\u00e0nh v\u00e0 ti\u1ebfp t\u1ee5c g\u1eafn b\u00f3 v\u1edbi th\u01b0\u01a1ng hi\u1ec7u \u0111\u00f3. M\u1ed9t kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng \u00edt c\u00f3 kh\u1ea3 n\u0103ng chuy\u1ec3n sang \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh v\u00e0 c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng mua h\u00e0ng l\u1eb7p l\u1ea1i.<\/p>\n

\n
\"cx\"cx
CX gi\u00fap gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng<\/figcaption><\/figure>\n<\/div>\n

B\u1eb1ng c\u00e1ch t\u1eadp trung v\u00e0o vi\u1ec7c cung c\u1ea5p tr\u1ea3i nghi\u1ec7m \u0111\u1eb7c bi\u1ec7t cho kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 b\u1ec1n ch\u1eb7t v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd, th\u00fac \u0111\u1ea9y l\u00f2ng trung th\u00e0nh v\u00e0 gi\u1ea3m t\u1ef7 l\u1ec7 r\u1eddi b\u1ecf. S\u1ef1 trung th\u00e0nh n\u00e0y kh\u00f4ng ch\u1ec9 \u0111\u1ea3m b\u1ea3o doanh thu li\u00ean t\u1ee5c t\u1eeb c\u00e1c kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i m\u00e0 c\u00f2n gi\u1ea3m nhu c\u1ea7u n\u1ed7 l\u1ef1c gi\u00e0nh kh\u00e1ch h\u00e0ng t\u1ed1n k\u00e9m.<\/p>\n

L\u1ee3i th\u1ebf c\u1ea1nh tranh<\/strong><\/h3>\n

Trong th\u1ecb tr\u01b0\u1eddng c\u1ea1nh tranh cao ng\u00e0y nay, n\u01a1i c\u00e1c s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 th\u01b0\u1eddng c\u00f3 th\u1ec3 gi\u1ed1ng nhau, tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng n\u1ed5i l\u00ean nh\u01b0 m\u1ed9t \u0111i\u1ec3m kh\u00e1c bi\u1ec7t quan tr\u1ecdng. Khi kh\u00e1ch h\u00e0ng c\u00f3 tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c v\u1edbi m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u, h\u1ecd c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng ch\u1ecdn th\u01b0\u01a1ng hi\u1ec7u \u0111\u00f3 h\u01a1n c\u00e1c \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh.<\/p>\n

Customer Experience \u0111\u1eb7c bi\u1ec7t t\u1ea1o ra l\u1ee3i th\u1ebf c\u1ea1nh tranh b\u1eb1ng c\u00e1ch t\u1ea1o s\u1ef1 kh\u00e1c bi\u1ec7t cho m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u so v\u1edbi ph\u1ea7n c\u00f2n l\u1ea1i. N\u00f3 tr\u1edf th\u00e0nh m\u1ed9t y\u1ebfu t\u1ed1 ph\u00e2n bi\u1ec7t m\u00e0 kh\u00e1ch h\u00e0ng c\u00e2n nh\u1eafc khi \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng. B\u1eb1ng c\u00e1ch li\u00ean t\u1ee5c cung c\u1ea5p tr\u1ea3i nghi\u1ec7m v\u01b0\u1ee3t tr\u1ed9i cho kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi, gi\u1eef ch\u00e2n nh\u1eefng kh\u00e1ch h\u00e0ng hi\u1ec7n c\u00f3 v\u00e0 gi\u00e0nh \u0111\u01b0\u1ee3c l\u1ee3i th\u1ebf so v\u1edbi \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh.<\/p>\n

Doanh thu t\u0103ng<\/strong><\/h3>\n

Tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng t\u00e1c \u0111\u1ed9ng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn l\u1ee3i nhu\u1eadn c\u1ee7a doanh nghi\u1ec7p. Khi kh\u00e1ch h\u00e0ng c\u00f3 tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c, h\u1ecd c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng chi nhi\u1ec1u ti\u1ec1n h\u01a1n v\u00e0 mua h\u00e0ng l\u1eb7p l\u1ea1i. Nh\u1eefng kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng c\u00f3 xu h\u01b0\u1edbng c\u00f3 gi\u00e1 tr\u1ecb \u0111\u01a1n h\u00e0ng trung b\u00ecnh cao h\u01a1n v\u00e0 s\u1eb5n s\u00e0ng tr\u1ea3 th\u00eam ph\u00ed \u0111\u1ec3 c\u00f3 nh\u1eefng tr\u1ea3i nghi\u1ec7m \u0111\u1eb7c bi\u1ec7t.<\/p>\n

C\u00e1ch ch\u1ecdn chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ph\u00f9 h\u1ee3p<\/strong><\/h2>\n

Customer Experience l\u00e0 m\u1ed9t quy tr\u00ecnh t\u1ed5ng th\u1ec3 \u0111\u01b0\u1ee3c h\u00ecnh th\u00e0nh t\u1eeb nhi\u1ec1u chi\u1ebfn l\u01b0\u1ee3c kh\u00e1c nhau. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 c\u00e1ch ch\u1ecdn chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ph\u00f9 h\u1ee3p cho t\u1eebng lo\u1ea1i doanh nghi\u1ec7p:<\/p>\n

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  • Nghi\u00ean c\u1ee9u v\u00e0 Ph\u00e2n t\u00edch: Hi\u1ec3u \u0111\u1ed1i t\u01b0\u1ee3ng m\u1ee5c ti\u00eau c\u1ee7a b\u1ea1n, s\u1edf th\u00edch, \u0111i\u1ec3m y\u1ebfu v\u00e0 k\u1ef3 v\u1ecdng c\u1ee7a h\u1ecd. Ti\u1ebfn h\u00e0nh kh\u1ea3o s\u00e1t, thu th\u1eadp ph\u1ea3n h\u1ed3i v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u \u0111\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n
  • C\u00e1 nh\u00e2n h\u00f3a: \u0110i\u1ec1u ch\u1ec9nh tr\u1ea3i nghi\u1ec7m \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a t\u1eebng kh\u00e1ch h\u00e0ng. S\u1eed d\u1ee5ng d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng \u0111\u1ec3 t\u1ea1o c\u00e1c t\u01b0\u01a1ng t\u00e1c, \u0111\u1ec1 xu\u1ea5t v\u00e0 \u01b0u \u0111\u00e3i \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a.<\/li>\n
  • Ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp c\u1eadn \u0111a k\u00eanh: Cung c\u1ea5p tr\u1ea3i nghi\u1ec7m li\u1ec1n m\u1ea1ch tr\u00ean nhi\u1ec1u k\u00eanh v\u00e0 \u0111i\u1ec3m ti\u1ebfp x\u00fac. \u0110\u1ea3m b\u1ea3o t\u00ednh nh\u1ea5t qu\u00e1n trong x\u00e2y d\u1ef1ng th\u01b0\u01a1ng hi\u1ec7u, th\u00f4ng \u0111i\u1ec7p v\u00e0 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng tr\u00ean c\u00e1c n\u1ec1n t\u1ea3ng tr\u1ef1c tuy\u1ebfn v\u00e0 ngo\u1ea1i tuy\u1ebfn.<\/li>\n
  • C\u1ea3i ti\u1ebfn li\u00ean t\u1ee5c: Th\u01b0\u1eddng xuy\u00ean theo d\u00f5i ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng, ti\u1ebfn h\u00e0nh th\u1eed nghi\u1ec7m A\/B v\u00e0 l\u1eb7p l\u1ea1i c\u00e1c chi\u1ebfn l\u01b0\u1ee3c Customer Experience. Lu\u00f4n c\u1eadp nh\u1eadt c\u00e1c xu h\u01b0\u1edbng c\u1ee7a ng\u00e0nh v\u00e0 \u00e1p d\u1ee5ng c\u00e1c c\u00f4ng ngh\u1ec7 m\u1edbi \u0111\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n
    \"c\u1ea3i\"c\u1ea3i
    C\u1ea3i ti\u1ebfn li\u00ean t\u1ee5c<\/figcaption><\/figure>\n

    C\u00e1ch \u0111o l\u01b0\u1eddng Customer Experience<\/strong><\/h2>\n

    C\u00e1c th\u01b0\u01a1ng hi\u1ec7u c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng c\u00e1c ch\u1ec9 s\u1ed1 d\u01b0\u1edbi \u0111\u00e2y nh\u01b0 m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3 \u0111\u1ec3 \u0111o l\u01b0\u1eddng Customer Experience:<\/p>\n

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    • Net Promoter Score (NPS): L\u00e0 s\u1ed1 li\u1ec7u \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng r\u1ed9ng r\u00e3i \u0111\u1ec3 \u0111o l\u01b0\u1eddng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u00e1nh gi\u00e1 kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u cho ng\u01b0\u1eddi kh\u00e1c.<\/li>\n
    • \u0110i\u1ec3m h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (CSAT): \u0110\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch thu th\u1eadp ph\u1ea3n h\u1ed3i v\u1ec1 c\u00e1c t\u01b0\u01a1ng t\u00e1c ho\u1eb7c tr\u1ea3i nghi\u1ec7m c\u1ee5 th\u1ec3 v\u1edbi m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u.<\/li>\n
    • \u0110i\u1ec3m n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng (CES): \u0110o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 d\u1ec5 d\u00e0ng m\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 ho\u00e0n th\u00e0nh c\u00e1c nhi\u1ec7m v\u1ee5 c\u1ee5 th\u1ec3 ho\u1eb7c gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 khi t\u01b0\u01a1ng t\u00e1c v\u1edbi m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u.<\/li>\n
    • Ph\u1ea3n h\u1ed3i \u0111\u1ecbnh t\u00ednh: Thu th\u1eadp th\u00f4ng tin chuy\u00ean s\u00e2u th\u00f4ng qua kh\u1ea3o s\u00e1t, ph\u1ecfng v\u1ea5n v\u00e0 social listening. Th\u1ea5u hi\u1ec3u t\u00e2m l\u00fd kh\u00e1ch h\u00e0ng, \u0111i\u1ec3m y\u1ebfu v\u00e0 \u0111\u1ec1 xu\u1ea5t c\u1ea3i thi\u1ec7n.<\/li>\n<\/ul>\n

      L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng?<\/strong><\/h2>\n

      Ph\u00e1t tri\u1ec3n Personas kh\u00e1ch h\u00e0ng<\/strong><\/h3>\n

      Ph\u00e1t tri\u1ec3n ch\u00e2n dung kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t b\u01b0\u1edbc quan tr\u1ecdng trong vi\u1ec7c c\u1ea3i thi\u1ec7n Customer Experience. Personas l\u00e0 nh\u1eefng \u0111\u1ea1i di\u1ec7n h\u01b0 c\u1ea5u v\u1ec1 kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau c\u1ee7a b\u1ea1n, \u0111\u01b0\u1ee3c t\u1ea1o ra d\u1ef1a tr\u00ean nghi\u00ean c\u1ee9u v\u00e0 d\u1eef li\u1ec7u. B\u1eb1ng c\u00e1ch hi\u1ec3u nh\u00e2n kh\u1ea9u h\u1ecdc, s\u1edf th\u00edch, \u0111i\u1ec3m kh\u00f3 kh\u0103n (pain point) v\u00e0 \u0111\u1ed9ng l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng, b\u1ea1n c\u00f3 th\u1ec3 \u0111i\u1ec1u ch\u1ec9nh s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u00e0 t\u01b0\u01a1ng t\u00e1c c\u1ee7a m\u00ecnh \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee5 th\u1ec3 c\u1ee7a h\u1ecd.<\/p>\n

      Ch\u00e2n dung kh\u00e1ch h\u00e0ng cung c\u1ea5p th\u00f4ng tin chi ti\u1ebft v\u1ec1 suy ngh\u0129 c\u1ee7a kh\u00e1ch h\u00e0ng, cho ph\u00e9p b\u1ea1n c\u00e1 nh\u00e2n h\u00f3a th\u00f4ng \u0111i\u1ec7p ti\u1ebfp th\u1ecb, \u0111\u1ec1 xu\u1ea5t s\u1ea3n ph\u1ea9m v\u00e0 t\u01b0\u01a1ng t\u00e1c h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng. Vi\u1ec7c c\u00e1 nh\u00e2n h\u00f3a n\u00e0y t\u1ea1o ra tr\u1ea3i nghi\u1ec7m ph\u00f9 h\u1ee3p v\u00e0 h\u1ea5p d\u1eabn h\u01a1n cho kh\u00e1ch h\u00e0ng, d\u1eabn \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng cao h\u01a1n.<\/p>\n

      H\u1ee3p l\u00fd h\u00f3a quy tr\u00ecnh<\/strong><\/h3>\n

      H\u1ee3p l\u00fd h\u00f3a c\u00e1c quy tr\u00ecnh l\u00e0 \u0111i\u1ec1u c\u1ea7n thi\u1ebft \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110\u01a1n gi\u1ea3n h\u00f3a v\u00e0 t\u1ed1i \u01b0u h\u00f3a h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch lo\u1ea1i b\u1ecf c\u00e1c b\u01b0\u1edbc kh\u00f4ng c\u1ea7n thi\u1ebft, gi\u1ea3m \u0111i\u1ec3m v\u01b0\u1edbng m\u1eafc v\u00e0 n\u00e2ng cao kh\u1ea3 n\u0103ng s\u1eed d\u1ee5ng. Xem x\u00e9t v\u00e0 tinh ch\u1ec9nh \u0111i\u1ec1u h\u01b0\u1edbng trang web, quy tr\u00ecnh thanh to\u00e1n v\u00e0 quy tr\u00ecnh h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o tr\u1ea3i nghi\u1ec7m li\u1ec1n m\u1ea1ch v\u00e0 kh\u00f4ng g\u00e2y r\u1eafc r\u1ed1i cho kh\u00e1ch h\u00e0ng.<\/p>\n

      B\u1eb1ng c\u00e1ch l\u00e0m cho c\u00e1c quy tr\u00ecnh hi\u1ec7u qu\u1ea3 v\u00e0 th\u00e2n thi\u1ec7n h\u01a1n v\u1edbi ng\u01b0\u1eddi d\u00f9ng, b\u1ea1n c\u00f3 th\u1ec3 ti\u1ebft ki\u1ec7m th\u1eddi gian v\u00e0 c\u00f4ng s\u1ee9c c\u1ee7a kh\u00e1ch h\u00e0ng qua \u0111\u00f3 khi\u1ebfn h\u1ecd h\u00e0i l\u00f2ng h\u01a1n. Tr\u1ea3i nghi\u1ec7m \u0111\u01b0\u1ee3c s\u1eafp x\u1ebfp h\u1ee3p l\u00fd c\u0169ng l\u00e0m gi\u1ea3m kh\u1ea3 n\u0103ng khi\u1ebfn kh\u00e1ch h\u00e0ng th\u1ea5t v\u1ecdng ho\u1eb7c t\u1eeb b\u1ecf, c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng c\u01a1 h\u1ed9i kinh doanh l\u1eb7p l\u1ea1i.<\/p>\n

      \u0110\u00e0o t\u1ea1o v\u00e0 trao quy\u1ec1n cho nh\u00e2n vi\u00ean<\/strong><\/h3>\n

      C\u00e1c nh\u00e2n vi\u00ean \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o b\u00e0i b\u1ea3n v\u00e0 \u0111\u01b0\u1ee3c trao quy\u1ec1n \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c mang l\u1ea1i tr\u1ea3i nghi\u1ec7m \u0111\u1eb7c bi\u1ec7t cho kh\u00e1ch h\u00e0ng. H\u00e3y cung c\u1ea5p \u0111\u00e0o t\u1ea1o to\u00e0n di\u1ec7n cho nh\u00e2n vi\u00ean c\u1ee7a b\u1ea1n v\u1ec1 k\u1ef9 n\u0103ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, ki\u1ebfn th\u1ee9c s\u1ea3n ph\u1ea9m v\u00e0 k\u1ef9 thu\u1eadt gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1. Trang b\u1ecb cho h\u1ecd c\u00e1c c\u00f4ng c\u1ee5 v\u00e0 ngu\u1ed3n l\u1ef1c c\u1ea7n thi\u1ebft \u0111\u1ec3 x\u1eed l\u00fd c\u00e1c y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3.<\/p>\n

      \n
      \"customer\"customer
      \u0110\u00e0o t\u1ea1o v\u00e0 trao quy\u1ec1n cho nh\u00e2n vi\u00ean<\/figcaption><\/figure>\n<\/div>\n

      Trao quy\u1ec1n cho nh\u00e2n vi\u00ean \u0111\u1ec3 h\u1ecd c\u00f3 th\u1ec3 \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh \u01b0u ti\u00ean s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. Trao cho h\u1ecd quy\u1ec1n gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch nhanh ch\u00f3ng m\u00e0 kh\u00f4ng c\u1ea7n quan li\u00eau qu\u00e1 m\u1ee9c ho\u1eb7c leo thang kh\u00f4ng c\u1ea7n thi\u1ebft. Khi nh\u00e2n vi\u00ean c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c trao quy\u1ec1n v\u00e0 t\u1ef1 tin v\u00e0o kh\u1ea3 n\u0103ng \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a kh\u00e1ch, h\u1ecd c\u00f3 th\u1ec3 cung c\u1ea5p c\u00e1c gi\u1ea3i ph\u00e1p \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a v\u00e0 hi\u1ec7u qu\u1ea3, n\u00e2ng cao tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

      Thu th\u1eadp v\u00e0 h\u00e0nh \u0111\u1ed9ng d\u1ef1a tr\u00ean ph\u1ea3n h\u1ed3i<\/strong><\/h3>\n

      Thu th\u1eadp v\u00e0 h\u00e0nh \u0111\u1ed9ng d\u1ef1a tr\u00ean ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 r\u1ea5t quan tr\u1ecdng \u0111\u1ec3 c\u1ea3i thi\u1ec7n Customer Experience. Th\u1ef1c hi\u1ec7n c\u00e1c c\u01a1 ch\u1ebf ph\u1ea3n h\u1ed3i nh\u01b0 kh\u1ea3o s\u00e1t, bi\u1ec3u m\u1eabu ph\u1ea3n h\u1ed3i ho\u1eb7c x\u1ebfp h\u1ea1ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 thu th\u1eadp th\u00f4ng tin chi ti\u1ebft t\u1eeb kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n. Khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng chia s\u1ebb \u00fd ki\u1ebfn, \u0111\u1ec1 xu\u1ea5t v\u00e0 m\u1ed1i quan t\u00e2m c\u1ee7a h\u1ecd.<\/p>\n

      Th\u01b0\u1eddng xuy\u00ean xem x\u00e9t v\u00e0 ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i nh\u1eadn \u0111\u01b0\u1ee3c, x\u00e1c \u0111\u1ecbnh c\u00e1c l\u0129nh v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n v\u00e0 gi\u1ea3i quy\u1ebft m\u1ecdi v\u1ea5n \u0111\u1ec1 l\u1eb7p l\u1ea1i. H\u00e0nh \u0111\u1ed9ng nhanh ch\u00f3ng d\u1ef1a tr\u00ean ph\u1ea3n h\u1ed3i, th\u1ef1c hi\u1ec7n c\u00e1c thay \u0111\u1ed5i c\u1ea7n thi\u1ebft \u0111\u1ed1i v\u1edbi quy tr\u00ecnh, s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 d\u1ef1a tr\u00ean th\u00f4ng tin \u0111\u1ea7u v\u00e0o c\u1ee7a kh\u00e1ch h\u00e0ng. Truy\u1ec1n \u0111\u1ea1t nh\u1eefng thay \u0111\u1ed5i cho kh\u00e1ch h\u00e0ng, ch\u1ee9ng minh r\u1eb1ng ph\u1ea3n h\u1ed3i c\u1ee7a h\u1ecd \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 cao v\u00e0 ti\u1ebfng n\u00f3i c\u1ee7a h\u1ecd \u0111\u01b0\u1ee3c l\u1eafng nghe.<\/p>\n

      B\u1eb1ng c\u00e1ch t\u00edch c\u1ef1c t\u00ecm ki\u1ebfm v\u00e0 tr\u1ea3 l\u1eddi ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng, b\u1ea1n th\u1ec3 hi\u1ec7n cam k\u1ebft mang l\u1ea1i tr\u1ea3i nghi\u1ec7m \u0111\u1eb7c bi\u1ec7t cho kh\u00e1ch h\u00e0ng v\u00e0 li\u00ean t\u1ee5c c\u1ea3i thi\u1ec7n d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh d\u1ef1a tr\u00ean nhu c\u1ea7u v\u00e0 s\u1edf th\u00edch c\u1ee7a h\u1ecd. V\u00f2ng ph\u1ea3n h\u1ed3i n\u00e0y th\u00fac \u0111\u1ea9y l\u00f2ng tin, l\u00f2ng trung th\u00e0nh v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

      K\u1ebft lu\u1eadn<\/strong><\/h2>\n

      V\u1eady l\u00e0 Masterskills \u0111\u00e3 c\u00f9ng b\u1ea1n t\u00ecm hi\u1ec3u Customer Experience l\u00e0 g\u00ec<\/strong> v\u00e0 nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c c\u1ea3i thi\u1ec7n Customer Experience m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3. Vi\u1ec7c cung c\u1ea5p tr\u1ea3i nghi\u1ec7m \u0111\u1eb7c bi\u1ec7t cho kh\u00e1ch h\u00e0ng kh\u00f4ng c\u00f2n l\u00e0 t\u00f9y ch\u1ecdn n\u1eefa; n\u00f3 l\u00e0 m\u1ed9t \u0111i\u1ec1u c\u1ea7n thi\u1ebft cho c\u00e1c doanh nghi\u1ec7p t\u00ecm ki\u1ebfm th\u00e0nh c\u00f4ng l\u00e2u d\u00e0i. \u0110\u1ea7u t\u01b0 v\u00e0o tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 \u0111\u1ea7u t\u01b0 cho t\u01b0\u01a1ng lai c\u1ee7a doanh nghi\u1ec7p.<\/p>\n

      N\u1ebfu b\u1ea1n c\u1ea3m th\u1ea5y h\u1ee9ng th\u00fa v\u1edbi c\u00e1c ch\u1ee7 \u0111\u1ec1 t\u01b0\u01a1ng t\u1ef1, h\u00e3y gh\u00e9 sang Blog c\u1ee7a Masterskills \u0111\u1ec3 c\u00f9ng t\u00ecm \u0111\u1ecdc th\u00eam nhi\u1ec1u n\u1ed9i dung ch\u1ea5t l\u01b0\u1ee3ng v\u1ec1 qu\u1ea3n tr\u1ecb v\u00e0 qu\u1ea3n l\u00fd m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng nh\u00e9!<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

      Trong b\u1ed1i c\u1ea3nh kinh doanh c\u1ea1nh tranh ng\u00e0y nay, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) l\u00e0 m\u1ed9t kh\u00eda c\u1ea1nh quan tr\u1ecdng trong vi\u1ec7c x\u00e2y d\u1ef1ng th\u01b0\u01a1ng hi\u1ec7u th\u00e0nh c\u00f4ng v\u00e0 th\u00fac \u0111\u1ea9y l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng. Hi\u1ec3u \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u00f2i h\u1ecfi \u0111i\u1ec1u g\u00ec, t\u1ea1i sao tr\u1ea3i nghi\u1ec7m \u0111\u00f3 l\u1ea1i quan […]<\/p>\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\/48143"}],"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=48143"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/48143\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=48143"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=48143"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=48143"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}