{"id":51641,"date":"2023-12-20T00:52:45","date_gmt":"2023-12-19T17:52:45","guid":{"rendered":"https:\/\/masterskills.org\/blog\/xu-huong-trai-nghiem-khach-hang-cx-customer-experience-2023.html"},"modified":"2023-12-20T00:52:45","modified_gmt":"2023-12-19T17:52:45","slug":"xu-huong-trai-nghiem-khach-hang-cx-customer-experience-2023","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/xu-huong-trai-nghiem-khach-hang-cx-customer-experience-2023.html","title":{"rendered":"Xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX \u2013 Customer Experience)"},"content":{"rendered":"
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Trong m\u00f4i tr\u01b0\u1eddng kinh doanh \u0111\u1ea7y n\u0103ng \u0111\u1ed9ng, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) kh\u00f4ng ch\u1ec9 l\u00e0 m\u1ed9t l\u1ee3i th\u1ebf m\u00e0 c\u00f2n l\u00e0 y\u1ebfu t\u1ed1 t\u00e1c \u0111\u1ed9ng m\u1ea1nh \u0111\u1ebfn quy\u1ebft \u0111\u1ecbnh ti\u1ebfp th\u1ecb c\u1ee7a c\u00e1c doanh nghi\u1ec7p. B\u1eb1ng vi\u1ec7c n\u1eafm b\u1eaft v\u00e0 \u00e1p d\u1ee5ng nh\u1eefng xu h\u01b0\u1edbng n\u00e0y, c\u00e1c doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u1ea1o n\u00ean s\u1ef1 kh\u00e1c bi\u1ec7t v\u00e0 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng trong th\u1eddi \u0111\u1ea1i s\u1ed1. Theo kh\u1ea3o s\u00e1t t\u1eeb Gartner, kho\u1ea3ng 81% c\u00e1c doanh nghi\u1ec7p \u0111ang gia t\u0103ng t\u1ef7 l\u1ec7 c\u1ea1nh tranh c\u1ee7a h\u1ecd b\u1eb1ng c\u00e1ch n\u1eafm b\u1eaft xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX). Do \u0111\u00f3, h\u00e3y c\u00f9ng kh\u00e1m ph\u00e1 nh\u1eefng xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u00e1ng ch\u00fa \u00fd trong n\u0103m nh\u00e9.<\/span><\/p>\n

Xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111a k\u00eanh v\u00e0 li\u1ec1n m\u1ea1ch<\/b><\/h2>\n

Cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111a k\u00eanh l\u00e0 m\u1ed9t trong nh\u1eefng xu h\u01b0\u1edbng CX (Customer Experience) quan tr\u1ecdng m\u00e0 doanh nghi\u1ec7p n\u00ean t\u1eadp trung \u0111\u1ea7u t\u01b0 v\u00e0o n\u0103m . C\u00e1c con s\u1ed1 c\u1ee5 th\u1ec3 ch\u1ee9ng minh \u0111i\u1ec1u n\u00e0y:<\/span><\/p>\n

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  • Theo m\u1ed9t kh\u1ea3o s\u00e1t c\u1ee7a RWS, kho\u1ea3ng 90% ng\u01b0\u1eddi ti\u00eau d\u00f9ng mong \u0111\u1ee3i nh\u1eadn \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m \u0111a k\u00eanh, t\u01b0\u01a1ng t\u00e1c tr\u00ean nhi\u1ec1u thi\u1ebft b\u1ecb kh\u00e1c nhau.<\/span><\/li>\n
  • Nghi\u00ean c\u1ee9u kh\u00e1c c\u0169ng ch\u1ec9 ra r\u1eb1ng, kho\u1ea3ng 80% kh\u00e1ch h\u00e0ng quan t\u00e2m \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111a k\u00eanh nh\u01b0 l\u00e0 quan t\u00e2m \u0111\u1ebfn ch\u1ea5t l\u01b0\u1ee3ng hay gi\u00e1 c\u1ea3 c\u1ee7a s\u1ea3n ph\u1ea9m.<\/span><\/li>\n
  • C\u00e1c chi\u1ebfn l\u01b0\u1ee3c cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111a k\u00eanh hi\u1ec7u qu\u1ea3 s\u1ebd gi\u00fap gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng l\u00ean \u0111\u1ebfn 89%.<\/span><\/li>\n<\/ul>\n
    \"Xu<\/p>\n

    Xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng <\/p>\n<\/div>\n

    T\u1eeb nh\u1eefng s\u1ed1 li\u1ec7u tr\u00ean, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi l\u00e0 s\u1ef1 g\u00f3p ph\u1ea7n c\u1ee7a m\u1ed9t h\u1ec7 sinh th\u00e1i \u0111a k\u00eanh hi\u1ec7u qu\u1ea3. Kh\u00e1ch h\u00e0ng s\u1eb5n s\u00e0ng chi ti\u00eau nhi\u1ec1u h\u01a1n kho\u1ea3ng 4%\u00a0 cho c\u00e1c c\u1eeda h\u00e0ng th\u1ef1c t\u1ebf v\u00e0 10% \u0111\u1ed1i v\u1edbi c\u1eeda h\u00e0ng tr\u1ef1c tuy\u1ebfn.<\/span><\/p>\n

    Tuy nhi\u00ean, \u0111\u1ec3 x\u00e2y d\u1ef1ng h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u00eam tuy\u1ec7t v\u1eddi c\u1ea7n \u0111\u00f2i h\u1ecfi s\u1ef1 t\u00edch h\u1ee3p m\u01b0\u1ee3t m\u00e0 gi\u1eefa c\u00e1c k\u00eanh b\u00e1n h\u00e0ng v\u1edbi nhau, t\u1eeb c\u1eeda h\u00e0ng tr\u1ef1c ti\u1ebfp cho \u0111\u1ebfn c\u00e1c n\u1ec1n t\u1ea3ng th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed v\u00e0 m\u1ea1ng x\u00e3 h\u1ed9i ho\u1eb7c \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng. M\u1ee5c ti\u00eau l\u00e0 t\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh b\u00e1n h\u00e0ng \u0111\u1ec3 vi\u1ec7c tr\u00e1nh gi\u00e1n \u0111o\u1ea1n, t\u1ea1o ra m\u1ed9t li\u00ean k\u1ebft t\u01b0\u01a1ng t\u00e1c li\u1ec1n m\u1ea1ch gi\u00fap kh\u00e1ch h\u00e0ng c\u00f3 \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m m\u1ed9t c\u00e1ch t\u1ef1 nhi\u00ean, nh\u1ea5t qu\u00e1n v\u00e0 m\u01b0\u1ee3t m\u00e0 nh\u1ea5t. Kho\u1ea3ng 76% kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i tr\u1ea3i nghi\u1ec7m v\u00e0 t\u01b0\u01a1ng t\u00e1c li\u1ec1n m\u1ea1ch t\u1eeb ph\u00eda doanh nghi\u1ec7p.<\/span><\/p>\n

    V\u00ed d\u1ee5:\u00a0<\/b><\/p>\n

    IKEA \u0111\u00e3 t\u1ea1o ra tr\u1ea3i nghi\u1ec7m mua s\u1eafm \u0111a k\u00eanh \u0111\u1ed9c \u0111\u00e1o cho kh\u00e1ch h\u00e0ng th\u00f4ng qua t\u00ednh n\u0103ng \u201cnh\u1ea5p chu\u1ed9t v\u00e0 l\u1ea5y h\u00e0ng\u201d tr\u00ean \u1ee9ng d\u1ee5ng. B\u1eb1ng c\u00e1ch n\u00e0y, kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 \u0111\u1eb7t h\u00e0ng tr\u1ef1c tuy\u1ebfn v\u00e0 sau \u0111\u00f3 chuy\u1ec3n sang ch\u1ebf \u0111\u1ed9 nh\u1eadn s\u1ea3n ph\u1ea9m t\u1ea1i c\u1eeda h\u00e0ng. Ti\u1ebfp theo, IKEA s\u1ebd chu\u1ea9n b\u1ecb \u0111\u01a1n h\u00e0ng v\u00e0 th\u00f4ng b\u00e1o cho kh\u00e1ch h\u00e0ng qua tin nh\u1eafn v\u0103n b\u1ea3n. Khi kh\u00e1ch h\u00e0ng \u0111\u1ebfn c\u1eeda h\u00e0ng, s\u1ea3n ph\u1ea9m s\u1ebd nhanh ch\u00f3ng \u0111\u01b0\u1ee3c ch\u1ea5t v\u00e0o xe, t\u1eeb \u0111\u00f3 mang l\u1ea1i c\u1ea3m gi\u00e1c nhanh g\u1ecdn v\u00e0 thu\u1eadn ti\u1ec7n cho kh\u00e1ch h\u00e0ng. Th\u00e0nh c\u00f4ng c\u1ee7a vi\u1ec7c x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m \u0111a k\u00eanh \u0111\u00e3 g\u00f3p ph\u1ea7n mang l\u1ea1i l\u1ee3i nhu\u1eadn l\u1edbn cho IKEA khi:<\/span><\/p>\n

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    • N\u0103m , doanh s\u1ed1 b\u00e1n h\u00e0ng tr\u1ef1c tuy\u1ebfn chi\u1ebfm 7% trong t\u1ed5ng doanh s\u1ed1 b\u00e1n h\u00e0ng c\u1ee7a doanh nghi\u1ec7p.<\/span><\/li>\n
    • \u0110\u1ebfn , con s\u1ed1 n\u00e0y \u0111\u00e3 t\u0103ng l\u00ean 26% v\u00e0 h\u1ee9a h\u1eb9n s\u1ebd c\u00f2n ti\u1ebfp t\u1ee5c t\u0103ng tr\u01b0\u1edfng.<\/span><\/li>\n<\/ul>\n

      M\u1ed9t v\u00ed d\u1ee5 kh\u00e1c v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111a k\u00eanh v\u00e0 li\u1ec1n m\u1ea1ch l\u00e0 Google. Google \u0111\u00e3 th\u1ef1c hi\u1ec7n vi\u1ec7c \u0111\u1ed3ng b\u1ed9 h\u00f3a thi\u1ebft b\u1ecb, cho ph\u00e9p ng\u01b0\u1eddi ti\u00eau d\u00f9ng truy c\u1eadp v\u00e0o Chrome t\u1eeb b\u1ea5t k\u1ef3 thi\u1ebft b\u1ecb n\u00e0o h\u1ecd s\u1eed d\u1ee5ng. K\u1ebft qu\u1ea3 l\u00e0 Google Chrome \u0111\u00e3 chi\u1ebfm t\u1ef7 l\u1ec7 th\u1ecb ph\u1ea7n l\u1edbn l\u00ean \u0111\u1ebfn kho\u1ea3ng 65%. \u0110i\u1ec1u n\u00e0y cho th\u1ea5y t\u1ea7m quan tr\u1ecdng c\u1ee7a vi\u1ec7c cung c\u1ea5p tr\u1ea3i nghi\u1ec7m \u0111a k\u00eanh kh\u00f4ng ch\u1ec9 th\u00f4ng qua c\u00e1c n\u1ed7 l\u1ef1c ti\u1ebfp th\u1ecb, b\u00e1n h\u00e0ng v\u00e0 d\u1ecbch v\u1ee5, m\u00e0 c\u00f2n th\u00f4ng qua s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n.<\/span><\/p>\n

      Xem th\u00eam:\u00a0Gi\u1ea3i ph\u00e1p ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111a k\u00eanh hi\u1ec7u qu\u1ea3<\/strong><\/em><\/p>\n

      Xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u00e1 nh\u00e2n ho\u00e1<\/b><\/h2>\n

      Theo kh\u1ea3o s\u00e1t c\u1ee7a Segment, kho\u1ea3ng 44% ng\u01b0\u1eddi ti\u00eau d\u00f9ng cho bi\u1ebft h\u1ecd s\u1ebd ti\u1ebfp t\u1ee5c ti\u00eau d\u00f9ng s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n n\u1ebfu h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u00e1 nh\u00e2n ho\u00e1.\u00a0<\/span><\/p>\n

      Theo b\u00e1o c\u00e1o kh\u00e1c t\u1eeb Accenture, kho\u1ea3ng 91% ng\u01b0\u1eddi ti\u00eau d\u00f9ng mong mu\u1ed1n ti\u1ebfp t\u1ee5c h\u1ee3p t\u00e1c v\u1edbi doanh nghi\u1ec7p n\u1ebfu h\u1ecd nh\u1eadn ra v\u00e0 ghi nh\u1edb s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng, \u0111\u1ed3ng th\u1eddi cung c\u1ea5p c\u00e1c \u01b0u \u0111\u00e3i ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u \u0111\u00f3.<\/span><\/p>\n

      V\u00ed d\u1ee5:<\/b> v\u00e0o n\u0103m 2015, Adam Pasick \u0111\u00e3 vi\u1ebft m\u1ed9t b\u00e0i tr\u00ean di\u1ec5n \u0111\u00e0n Quartz \u0111\u1ec3 gi\u1ea3i th\u00edch c\u00e1ch t\u00ednh n\u0103ng \u201cDiscover Weekly\u201d c\u1ee7a Spotify ho\u1ea1t \u0111\u1ed9ng: \u0110\u00f3 l\u00e0 m\u1ed9t danh s\u00e1ch nh\u1ea1c \u0111\u01b0\u1ee3c t\u00f9y ch\u1ec9nh d\u00e0nh ri\u00eang cho t\u1eebng ng\u01b0\u1eddi d\u00f9ng c\u1ee5 th\u1ec3. \u0110i\u1ec1u n\u00e0y \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n ch\u1ee7 y\u1ebfu th\u00f4ng qua m\u1ed9t thu\u1eadt to\u00e1n x\u00e1c \u0111\u1ecbnh \u201ch\u1ed3 s\u01a1 s\u1edf th\u00edch\u201d c\u1ee7a ng\u01b0\u1eddi d\u00f9ng, d\u1ef1a tr\u00ean h\u00e0nh vi nghe nh\u1ea1c v\u00e0 danh s\u00e1ch ph\u00e1t ph\u1ed5 bi\u1ebfn nh\u1ea5t trong c\u1ed9ng \u0111\u1ed3ng ng\u01b0\u1eddi d\u00f9ng Spotify. \u0110\u1ebfn nay, Spotify \u0111\u00e3 c\u00f3 kho\u1ea3ng h\u01a1n 422 tri\u1ec7u ng\u01b0\u1eddi d\u00f9ng t\u01b0\u01a1ng t\u00e1c cao v\u00e0 th\u1ecb ph\u1ea7n g\u1ea5p 1,5 l\u1ea7n so v\u1edbi Apple Music.<\/span><\/p>\n

      \"Xu<\/p>\n

      Xu h\u01b0\u1edbng thi\u1ebft k\u1ebf tr\u1ea3i nghi\u1ec7m c\u00e1 nh\u00e2n ho\u00e1 \u0111ang \u0111\u01b0\u1ee3c quan t\u00e2m<\/p>\n<\/div>\n

      D\u1ef1a v\u00e0o c\u00e1c s\u1ed1 li\u1ec7u tr\u00ean, doanh nghi\u1ec7p \u0111ang \u0111\u1ed1i m\u1eb7t v\u1edbi m\u1ed9t th\u00e1ch th\u1ee9c m\u1edbi \u0111\u00f3 l\u00e0 l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 s\u1eed d\u1ee5ng d\u1eef li\u1ec7u m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3 v\u00e0 \u00e1p d\u1ee5ng c\u00f4ng ngh\u1ec7 ti\u00ean ti\u1ebfn \u0111\u1ec3 t\u1ea1o ra tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u00e1 nh\u00e2n ho\u00e1, \u0111\u00e1p \u1ee9ng ch\u00ednh x\u00e1c nhu c\u1ea7u c\u1ee7a t\u1eebng kh\u00e1ch h\u00e0ng. \u0110\u00e2y l\u00e0 m\u1ed9t xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng quan tr\u1ecdng m\u00e0 c\u00e1c doanh nghi\u1ec7p n\u00ean ch\u00fa tr\u1ecdng.<\/span><\/p>\n

      Xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng: ti\u1ebfp th\u1ecb mi\u1ec5n ph\u00ed<\/b><\/h2>\n

      Theo nghi\u00ean c\u1ee9u g\u1ea7n \u0111\u00e2y t\u1eeb IDR Marketing Partners, c\u00f3 9 trong t\u1ed5ng s\u1ed1 10 ng\u01b0\u1eddi ti\u00eau d\u00f9ng c\u00f3 kh\u1ea3 n\u0103ng t\u0103ng s\u1ef1 quan t\u00e2m \u0111\u1ebfn doanh nghi\u1ec7p v\u00e0 c\u00f3 h\u00e0nh vi mua h\u00e0ng sau khi h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c c\u00e1c m\u00f3n qu\u00e0 t\u1eb7ng mi\u1ec5n ph\u00ed v\u00e0 khuy\u1ebfn m\u00e3i t\u1eeb doanh nghi\u1ec7p.<\/span><\/p>\n

      Qu\u00e0 t\u1eb7ng mi\u1ec5n ph\u00ed c\u00f3 t\u00e1c \u0111\u1ed9ng t\u00edch c\u1ef1c \u0111\u1ebfn tinh th\u1ea7n c\u1ee7a kh\u00e1ch h\u00e0ng, thu h\u00fat h\u1ecd m\u1ed9t c\u00e1ch t\u1ef1 nhi\u00ean v\u00e0 mang l\u1ea1i c\u1ea3m gi\u00e1c h\u00e0i l\u00f2ng, \u1ea3nh h\u01b0\u1edfng l\u00e2u d\u00e0i \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng. \u0110\u00e2y c\u0169ng l\u00e0 m\u1ed9t trong nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c hi\u1ec7u qu\u1ea3 k\u00edch th\u00edch l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch cung c\u1ea5p c\u00e1c t\u00e0i li\u1ec7u v\u00e0 t\u00e0i nguy\u00ean \u0111\u00e1ng tin c\u1eady:<\/span><\/p>\n

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      • s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 d\u00f9ng th\u1eed<\/span><\/li>\n
      • case study<\/span><\/li>\n
      • kho\u00e1 h\u1ecdc<\/span><\/li>\n
      • ebooks, blogs,..<\/span><\/li>\n<\/ul>\n

        Xu h\u01b0\u1edbng \u1ee9ng d\u1ee5ng c\u00f4ng ngh\u1ec7 VR v\u00e0 AR t\u1ea1o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/b><\/h2>\n

        Xu h\u01b0\u1edbng th\u1ef1c t\u1ebf \u1ea3o (VR) v\u00e0 th\u1ef1c t\u1ebf t\u0103ng c\u01b0\u1eddng (AR) \u0111ang ph\u00e1t tri\u1ec3n m\u1ea1nh m\u1ebd v\u00e0 mang \u0111\u1ebfn nhi\u1ec1u c\u01a1 h\u1ed9i m\u1edbi trong c\u00e1c l\u0129nh v\u1ef1c, \u0111\u1eb7c bi\u1ec7t l\u00e0 trong tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. VR cho ph\u00e9p ng\u01b0\u1eddi d\u00f9ng ho\u00e0n to\u00e0n \u0111\u1eafm ch\u00ecm v\u00e0o c\u00e1c tr\u1ea3i nghi\u1ec7m t\u01b0\u01a1ng t\u00e1c \u1ea3o, mang \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m g\u1ea7n nh\u01b0 th\u1ef1c t\u1ebf. Trong khi \u0111\u00f3, AR l\u00e0 c\u00f4ng ngh\u1ec7 k\u1ebft h\u1ee3p th\u00f4ng tin, h\u00ecnh \u1ea3nh t\u1eeb m\u00f4i tr\u01b0\u1eddng th\u1ef1c t\u1ebf v\u00e0o th\u1ebf gi\u1edbi \u1ea3o, cho ph\u00e9p ng\u01b0\u1eddi d\u00f9ng s\u1eed d\u1ee5ng c\u00e1c \u1ee9ng d\u1ee5ng tr\u00ean thi\u1ebft b\u1ecb di \u0111\u1ed9ng \u0111\u1ec3 tr\u1ea3i nghi\u1ec7m v\u00e0 t\u01b0\u01a1ng t\u00e1c.\u00a0<\/span><\/p>\n

        \"Xu<\/p>\n

        Xu h\u01b0\u1edbng c\u00f4ng ngh\u1ec7 VR v\u00e0 AR trong tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

        D\u1ef1 ki\u1ebfn \u0111\u1ebfn n\u0103m 2025, th\u1ecb tr\u01b0\u1eddng th\u1ef1c t\u1ebf \u1ea3o v\u00e0 th\u1ef1c t\u1ebf t\u0103ng c\u01b0\u1eddng \u200b\u200bs\u1ebd \u0111\u1ea1t m\u1ee9c 35 t\u1ef7 USD tr\u00ean to\u00e0n th\u1ebf gi\u1edbi. <\/span>Tuy nhi\u00ean, \u0111\u1ec3 tri\u1ec3n khai th\u00e0nh c\u00f4ng VR v\u00e0 AR, c\u00e1c doanh nghi\u1ec7p c\u1ea7n \u0111\u1ea7u t\u01b0 kh\u00f4ng ch\u1ec9 v\u00e0o c\u00f4ng ngh\u1ec7 m\u00e0 c\u00f2n v\u00e0o ngu\u1ed3n l\u1ef1c. Vi\u1ec7c tri\u1ec3n khai VR v\u00e0 AR c\u1ea7n \u0111\u01b0\u1ee3c xem x\u00e9t k\u1ef9 l\u01b0\u1ee1ng \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o t\u00ednh kh\u1ea3 thi v\u00e0 hi\u1ec7u qu\u1ea3 trong t\u1eebng ng\u1eef c\u1ea3nh kinh doanh.<\/span><\/p>\n

        Xem th\u00eam:\u00a0C\u00e1c xu h\u01b0\u1edbng c\u00f4ng ngh\u1ec7 trong ti\u1ebfp th\u1ecb tr\u1ea3i nghi\u1ec7m<\/strong><\/em><\/p>\n

        Xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng: b\u1ea3o m\u1eadt d\u1eef li\u1ec7u cao<\/b><\/h2>\n

        Xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m li\u00ean quan \u0111\u1ebfn vi\u1ec7c n\u00e2ng cao quy\u1ec1n ri\u00eang t\u01b0 v\u00e0 b\u1ea3o m\u1eadt d\u1eef li\u1ec7u s\u1ebd ti\u1ebfp t\u1ee5c \u0111\u01b0\u1ee3c \u0111\u1eb7t l\u00ean h\u00e0ng \u0111\u1ea7u v\u00e0 tr\u1edf th\u00e0nh tr\u1ecdng t\u00e2m c\u1ee7a c\u1ea3 th\u01b0\u01a1ng hi\u1ec7u l\u1eabn ng\u01b0\u1eddi ti\u00eau d\u00f9ng. C\u00e1c lo l\u1eafng nh\u01b0 v\u1eady kh\u00f4ng ph\u1ea3i l\u00e0 kh\u00f4ng c\u00f3 c\u0103n c\u1ee9. Trong 20 n\u0103m qua, c\u00e1c vi ph\u1ea1m d\u1eef li\u1ec7u v\u00e0 t\u1ed9i ph\u1ea1m m\u1ea1ng \u0111\u00e3 t\u0103ng kho\u1ea3ng 17 l\u1ea7n. M\u1ed9t s\u1ed1 kh\u1ea3o s\u00e1t cho th\u1ea5y t\u00ecnh tr\u1ea1ng \u201cd\u1ec5 b\u1ecb l\u1ed9 d\u1eef li\u1ec7u\u201d \u0111ang \u1edf m\u1ee9c b\u00e1o \u0111\u1ed9ng:<\/span><\/p>\n

          \n
        • Theo Thales Consumer Digital Trust Index (), kh\u1ea3o s\u00e1t chi\u1ebfm \u0111\u1ebfn 21.000 ng\u01b0\u1eddi tham gia t\u1eeb 11 qu\u1ed1c gia v\u00e0 5 l\u1ee5c \u0111\u1ecba. \u0110\u00e2y l\u00e0 m\u1ed9t kh\u1ea3o s\u00e1t nh\u1eb1m t\u00ecm hi\u1ec3u v\u1ec1 v\u1ea5n n\u1ea1n vi ph\u1ea1m d\u1eef li\u1ec7u to\u00e0n c\u1ea7u t\u00e1c \u0111\u1ed9ng \u0111\u1ebfn s\u1ef1 tin t\u01b0\u1edfng c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng trong c\u00e1c l\u0129nh v\u1ef1c kh\u00e1c nhau. M\u1ee9c \u0111\u1ed9 tin t\u01b0\u1edfng c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng to\u00e0n c\u1ea7u r\u1eb1ng nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 tr\u1ef1c tuy\u1ebfn s\u1ebd b\u1ea3o v\u1ec7 d\u1eef li\u1ec7u c\u00e1 nh\u00e2n c\u1ee7a h\u1ecd l\u00ean \u0111\u1ebfn 82%.<\/span><\/li>\n
        • T\u1ef7 l\u1ec7 tin t\u01b0\u1edfng v\u1ec1 b\u1ea3o m\u1eadt \u1edf c\u00e1c qu\u1ed1c gia \u0111\u01b0\u1ee3c \u0111o l\u01b0\u1eddng: M\u1ef9 (80%), \u0110\u1ee9c (23%), \u00dac v\u00e0 Anh (20%).<\/span><\/li>\n<\/ul>\n
          \"Xu<\/p>\n

          Xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng b\u1ea3o m\u1eadt d\u1eef li\u1ec7u<\/p>\n<\/div>\n

          T\u1eeb s\u1ed1 li\u1ec7u tr\u00ean th\u00ec vi\u1ec7c n\u00e2ng cao kh\u1ea3 n\u0103ng b\u1ea3o v\u1ec7 d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 \u0111\u1ea3m b\u1ea3o s\u1ef1 tin t\u01b0\u1edfng v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, m\u00e0 c\u00f2n gi\u00fap doanh nghi\u1ec7p tu\u00e2n th\u1ee7 c\u00e1c quy \u0111\u1ecbnh v\u1ec1 quy\u1ec1n ri\u00eang t\u01b0 c\u0169ng nh\u01b0 tr\u00e1nh nh\u1eefng h\u1eadu qu\u1ea3 li\u00ean quan \u0111\u1ebfn ph\u00e1p l\u00fd v\u00e0 c\u00e1c th\u1ee7 t\u1ee5c ph\u1ee9c t\u1ea1p.\u00a0<\/span><\/p>\n

          Xem th\u00eam: B\u00e0o m\u1eadt \u2013 v\u1ea5n \u0111\u1ec3 c\u1ea7n ch\u00fa tr\u1ecdng trong th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed<\/p>\n

          Xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng: mua h\u00e0ng theo \u0111\u00e1nh gi\u00e1<\/b><\/h2>\n

          Theo nghi\u00ean c\u1ee9u v\u00e0o n\u0103m , kho\u1ea3ng 60% ng\u01b0\u1eddi ti\u00eau d\u00f9ng c\u00f3 th\u00f3i quen \u0111\u1ecdc \u0111\u00e1nh gi\u00e1 tr\u01b0\u1edbc khi mua s\u1eafm s\u1ea3n ph\u1ea9m v\u00e0 s\u1ed1 li\u1ec7u l\u1ea1i c\u00e0ng cho th\u1ea5y r\u00f5 \u0111i\u1ec1u n\u00e0y, c\u1ee5 th\u1ec3 l\u00e0 t\u0103ng l\u00ean 77%. \u0110i\u1ec1u n\u00e0y cho th\u1ea5y ng\u01b0\u1eddi mua h\u00e0ng ng\u00e0y c\u00e0ng nh\u1eadn th\u1ee9c \u0111\u01b0\u1ee3c gi\u00e1 tr\u1ecb v\u00e0 t\u00e1c \u0111\u1ed9ng c\u1ee7a c\u00e1c \u0111\u00e1nh gi\u00e1 t\u1eeb nh\u1eefng ng\u01b0\u1eddi ti\u00eau d\u00f9ng tr\u01b0\u1edbc. \u0110\u1ecdc \u0111\u00e1nh gi\u00e1 gi\u00fap h\u1ecd c\u00f3 c\u00e1i nh\u00ecn t\u1ed5ng quan tr\u01b0\u1edbc khi quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng, t\u1eeb \u0111\u00f3 c\u0169ng t\u1ea1o n\u00ean s\u1ef1 tin c\u1eady v\u00e0 uy t\u00edn cho doanh nghi\u1ec7p.\u00a0<\/span><\/p>\n

          Nh\u01b0 v\u1eady, vi\u1ec7c b\u1eaft k\u1ecbp xu h\u01b0\u1edbng \u0111\u1ec3 thi\u1ebft k\u1ebf tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 \u0111i\u1ec1u c\u1ea7n thi\u1ebft. \u1ee8ng d\u1ee5ng c\u00e1c xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng s\u1ebd mang l\u1ea1i nhi\u1ec1u l\u1ee3i \u00edch cho doanh nghi\u1ec7p. Kh\u00f4ng ch\u1ec9 \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n mang l\u1ea1i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t, \u0111\u1ed3ng th\u1eddi th\u00fac \u0111\u1ea9y s\u1ef1 t\u01b0\u01a1ng t\u00e1c v\u00e0 g\u1eafn k\u1ebft v\u1edbi h\u1ecd.\u00a0\u00a0<\/span><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

          Trong m\u00f4i tr\u01b0\u1eddng kinh doanh \u0111\u1ea7y n\u0103ng \u0111\u1ed9ng, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) kh\u00f4ng ch\u1ec9 l\u00e0 m\u1ed9t l\u1ee3i th\u1ebf m\u00e0 c\u00f2n l\u00e0 y\u1ebfu t\u1ed1 t\u00e1c \u0111\u1ed9ng m\u1ea1nh \u0111\u1ebfn quy\u1ebft \u0111\u1ecbnh ti\u1ebfp th\u1ecb c\u1ee7a c\u00e1c doanh nghi\u1ec7p. B\u1eb1ng vi\u1ec7c n\u1eafm b\u1eaft v\u00e0 \u00e1p d\u1ee5ng nh\u1eefng xu h\u01b0\u1edbng n\u00e0y, c\u00e1c doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u1ea1o n\u00ean s\u1ef1 kh\u00e1c bi\u1ec7t v\u00e0 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng trong th\u1eddi \u0111\u1ea1i s\u1ed1. Theo kh\u1ea3o s\u00e1t t\u1eeb Gartner, kho\u1ea3ng 81% c\u00e1c doanh nghi\u1ec7p \u0111ang gia t\u0103ng t\u1ef7 l\u1ec7 c\u1ea1nh tranh c\u1ee7a h\u1ecd b\u1eb1ng c\u00e1ch n\u1eafm b\u1eaft xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX). Do \u0111\u00f3, h\u00e3y c\u00f9ng kh\u00e1m ph\u00e1 nh\u1eefng xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u00e1ng ch\u00fa \u00fd trong n\u0103m nh\u00e9.<\/span><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[219],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/51641"}],"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=51641"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/51641\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=51641"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=51641"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=51641"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}