{"id":52347,"date":"2023-12-20T03:16:44","date_gmt":"2023-12-19T20:16:44","guid":{"rendered":"https:\/\/masterskills.org\/blog\/sieu-ca-nhan-hoa-se-thay-doi-trai-nghiem-khach-hang-nhu-the-nao.html"},"modified":"2023-12-20T03:16:44","modified_gmt":"2023-12-19T20:16:44","slug":"sieu-ca-nhan-hoa-se-thay-doi-trai-nghiem-khach-hang-nhu-the-nao","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/sieu-ca-nhan-hoa-se-thay-doi-trai-nghiem-khach-hang-nhu-the-nao.html","title":{"rendered":"Si\u00eau c\u00e1 nh\u00e2n h\u00f3a s\u1ebd thay \u0111\u1ed5i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng nh\u01b0 th\u1ebf n\u00e0o?"},"content":{"rendered":"<div id=\"test\">K\u1ec3 t\u1eeb khi \u0111\u1ea1i d\u1ecbch Covid-19 xu\u1ea5t hi\u1ec7n, c\u00e1c th\u01b0\u01a1ng hi\u1ec7u bu\u1ed9c ph\u1ea3i t\u00ecm ki\u1ebfm nh\u1eefng c\u00e1ch l\u00e0m s\u00e1ng t\u1ea1o h\u01a1n, ph\u00f9 h\u1ee3p h\u01a1n \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. T\u1eeb ph\u00eda kh\u00e1ch h\u00e0ng, cu\u1ed9c kh\u1ee7ng ho\u1ea3ng n\u00e0y c\u0169ng khi\u1ebfn h\u1ea7u h\u1ebft c\u00e1c c\u00e1 nh\u00e2n ph\u1ea3i tr\u1ea3i qua m\u1ed9t trong nh\u1eefng giai \u0111o\u1ea1n kh\u00f3 kh\u0103n nh\u1ea5t trong cu\u1ed9c \u0111\u1eddi c\u1ee7a h\u1ecd. Do v\u1eady, h\u1ecd c\u0169ng mong \u0111\u1ee3i th\u01b0\u01a1ng hi\u1ec7u th\u1ea5u hi\u1ec3u nhu c\u1ea7u c\u1ee7a m\u00ecnh v\u00e0 c\u00f3 nh\u1eefng gi\u1ea3i ph\u00e1p th\u00edch \u1ee9ng nhanh ch\u00f3ng, ph\u00f9 h\u1ee3p. \u0110\u00e2y c\u0169ng l\u00e0 l\u00fd do, n\u1ebfu ch\u1ec9 d\u1eebng \u1edf vi\u1ec7c t\u1ea1o c\u00e1c chi\u1ebfn d\u1ecbch c\u00e1 nh\u00e2n h\u00f3a theo c\u00e1 t\u00ednh ho\u1eb7c ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng s\u1ebd l\u00e0 kh\u00f4ng \u0111\u1ee7.<\/p>\n<p>\u0110\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng \u0111ang thay \u0111\u1ed5i trong b\u1ed1i c\u1ea3nh \u0111i\u1ec1u ki\u1ec7n th\u1ecb tr\u01b0\u1eddng bi\u1ebfn \u0111\u1ed9ng, th\u01b0\u01a1ng hi\u1ec7u bu\u1ed9c ph\u1ea3i s\u1eed d\u1ee5ng d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u00e1 nh\u00e2n v\u00e0 k\u1ebft n\u1ed1i c\u1ea3m x\u00fac tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh. Si\u00eau c\u00e1 nh\u00e2n h\u00f3a (hyper-personalization), khi \u0111\u01b0\u1ee3c d\u1eef li\u1ec7u v\u00e0 c\u00f4ng ngh\u1ec7 th\u00fac \u0111\u1ea9y, c\u00f3 th\u1ec3 gi\u00fap c\u00e1c th\u01b0\u01a1ng hi\u1ec7u nh\u1eafm m\u1ee5c ti\u00eau \u0111\u1ebfn kh\u00e1ch h\u00e0ng b\u1eb1ng nh\u1eefng th\u00f4ng \u0111i\u1ec7p quan tr\u1ecdng trong th\u1eddi gian th\u1ef1c.<\/p>\n<p>D\u01b0\u1edbi \u0111\u00e2y l\u00e0 ba c\u00e1ch m\u00e0 th\u01b0\u01a1ng hi\u1ec7u c\u00f3 th\u1ec3 t\u1eadn d\u1ee5ng si\u00eau c\u00e1 nh\u00e2n h\u00f3a \u0111\u1ec3 thu h\u00fat kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch \u00fd ngh\u0129a, \u0111\u1ed3ng th\u1eddi, l\u00e0m phong ph\u00fa th\u00eam c\u00e1c m\u1ed1i quan h\u1ec7 hi\u1ec7n c\u00f3 ho\u1eb7c t\u1ea1o ti\u1ec1n \u0111\u1ec1 cho nh\u1eefng m\u1ed1i quan h\u1ec7 m\u1edbi, g\u1eafn k\u1ebft \u0111\u1ec3 mang l\u1ea1i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n.<\/p>\n<p>\u00a0<\/p>\n<div id=\"attachment_19884\" style=\"width: 760px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-19884\" src=\"https:\/\/masterskills.org\/blog\/wp-content\/uploads\/\/12\/khoanh-khac-nho.jpg\" alt=\"Kho\u1ea3nh kh\u1eafc si\u00eau nh\u1ecf t\u1ea1o kh\u00e1c bi\u1ec7t v\u1ec1 tr\u1ea3i nghi\u1ec7m\" width=\"750\" height=\"500\" title=\"khoanh-khac-nho\"><\/p>\n<p class=\"wp-caption-text\">Kho\u1ea3nh kh\u1eafc si\u00eau nh\u1ecf t\u1ea1o kh\u00e1c bi\u1ec7t v\u1ec1 tr\u1ea3i nghi\u1ec7m<\/p>\n<\/div>\n<h2 id=\"1-tap-trung-vao-nhung-khoanh-khac-nho\">T\u1eadp trung v\u00e0o nh\u1eefng kho\u1ea3nh kh\u1eafc nh\u1ecf<\/h2>\n<p>Kho\u1ea3nh kh\u1eafc nh\u1ecf \u2013 micro moments \u0111\u1ec1 c\u1eadp \u0111\u1ebfn nh\u1eefng \u0111i\u1ec3m x\u1ea3y ra trong h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng khi h\u1ecd ra quy\u1ebft \u0111\u1ecbnh v\u1ec1 vi\u1ec7c t\u00ecm hi\u1ec3u, mua ho\u1eb7c l\u00e0m \u0111i\u1ec1u g\u00ec \u0111\u00f3 th\u00f4ng qua thi\u1ebft b\u1ecb di \u0111\u1ed9ng. Nh\u1eefng kho\u1ea3nh kh\u1eafc n\u00e0y c\u00f3 th\u1ec3 x\u1ea3y ra b\u1ea5t c\u1ee9 l\u00fac n\u00e0o v\u00ec nh\u1eefng ti\u1ebfn b\u1ed9 v\u1ec1 c\u00f4ng ngh\u1ec7 \u0111\u00e3 \u201chu\u1ea5n luy\u1ec7n\u201d kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i v\u00e0 mu\u1ed1n m\u1ecdi th\u1ee9 ngay l\u1eadp t\u1ee9c.<\/p>\n<p>Nghi\u00ean c\u1ee9u c\u1ee7a Think With Google cho th\u1ea5y 82% ng\u01b0\u1eddi d\u00f9ng \u0111i\u1ec7n tho\u1ea1i th\u00f4ng minh c\u00f3 th\u00f3i quen s\u1eed d\u1ee5ng \u0111i\u1ec7n tho\u1ea1i \u0111\u1ec3 t\u00ecm ki\u1ebfm th\u00f4ng tin v\u1ec1 c\u00e1c s\u1ea3n ph\u1ea9m m\u00ecnh mu\u1ed1n mua ngay khi \u0111ang \u1edf c\u1eeda h\u00e0ng. Tuy nhi\u00ean, 1\/10 trong s\u1ed1 nh\u1eefng ng\u01b0\u1eddi n\u00e0y cu\u1ed1i c\u00f9ng l\u1ea1i quy\u1ebft \u0111\u1ecbnh mua m\u1ed9t s\u1ea3n ph\u1ea9m kh\u00e1c v\u1edbi l\u1ef1a ch\u1ecdn tr\u01b0\u1edbc \u0111\u00f3 tr\u00ean \u0111i\u1ec7n tho\u1ea1i. \u0110i\u1ec1u n\u00e0y cho th\u1ea5y nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng th\u01b0\u1eddng xuy\u00ean thay \u0111\u1ed5i. Do v\u1eady, doanh nghi\u1ec7p c\u1ea7n ti\u1ebfp t\u1ee5c cung c\u1ea5p tr\u1ea3i nghi\u1ec7m \u0111\u1eb7c bi\u1ec7t m\u00e0 v\u1eabn \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<p>Ph\u01b0\u01a1ng ph\u00e1p ph\u00e2n kh\u00fac ho\u1eb7c c\u00e1 nh\u00e2n h\u00f3a truy\u1ec1n th\u1ed1ng s\u1ebd d\u1ef1a tr\u00ean vi\u1ec7c thu th\u1eadp th\u00f4ng tin c\u00e1 nh\u00e2n, th\u00f4ng tin giao d\u1ecbch c\u1ee7a kh\u00e1ch h\u00e0ng nh\u01b0 th\u01b0\u01a1ng hi\u1ec7u, t\u00ean s\u1ea3n ph\u1ea9m v\u00e0 l\u1ecbch s\u1eed mua h\u00e0ng \u0111\u1ec3 \u0111\u01b0a ra c\u00e1c gi\u1ea3 \u0111\u1ecbnh c\u1ee5 th\u1ec3 v\u1ec1 mong mu\u1ed1n ti\u1ebfp theo c\u1ee7a h\u1ecd \u0111ang c\u00f3 xu h\u01b0\u1edbng l\u1ed7i th\u1eddi.<\/p>\n<p>Trong khi \u0111\u00f3, si\u00eau c\u00e1 nh\u00e2n h\u00f3a kh\u00f4ng d\u1eebng l\u1ea1i \u1edf vi\u1ec7c ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng ho\u1eb7c theo personas. B\u1edfi, th\u00f3i quen c\u1ee7a m\u1ecdi ng\u01b0\u1eddi th\u01b0\u1eddng xuy\u00ean thay \u0111\u1ed5i, do v\u1eady, k\u1ef3 v\u1ecdng c\u1ee7a h\u1ecd \u0111\u1ed1i v\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ch\u1ea5t l\u01b0\u1ee3ng c\u0169ng kh\u00f4ng c\u00f2n d\u1eebng l\u1ea1i \u1edf \u0111\u00f3. L\u00fac n\u00e0y, si\u00eau c\u00e1 nh\u00e2n h\u00f3a s\u1ebd xem x\u00e9t d\u1eef li\u1ec7u h\u00e0nh vi v\u00e0 th\u1eddi gian th\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng, ch\u1eb3ng h\u1ea1n nh\u01b0 h\u00e0nh vi trong \u1ee9ng d\u1ee5ng v\u00e0 duy\u1ec7t web, c\u0169ng nh\u01b0 d\u1eef li\u1ec7u t\u01b0\u01a1ng t\u00e1c \u0111\u1ec3 di\u1ec5n gi\u1ea3i \u00fd \u0111\u1ecbnh c\u1ee7a h\u1ecd.<\/p>\n<p>Nh\u1edd v\u1eady m\u00e0 si\u00eau c\u00e1 nh\u00e2n h\u00f3a c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng nh\u1eefng kho\u1ea3nh kh\u1eafc nh\u1ecf n\u00e0y \u0111\u1ec3 th\u00fac \u0111\u1ea9y chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u1ec3 doanh nghi\u1ec7p c\u00f3 th\u1ec3 s\u1edbm nh\u1eadn ra b\u1ea5t k\u1ef3 thay \u0111\u1ed5i n\u00e0o v\u00e0 th\u1ef1c hi\u1ec7n c\u00e1c \u0111i\u1ec1u ch\u1ec9nh \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a h\u1ecd.<\/p>\n<p>Chuy\u00ean gia Emmanuel Obadia, \u0111\u1ea1i di\u1ec7n c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u Oracle c\u0169ng chia s\u1ebb v\u1ec1 t\u1ea7m quan tr\u1ecdng c\u1ee7a vi\u1ec7c s\u1eed d\u1ee5ng nh\u1eefng kho\u1ea3nh kh\u1eafc b\u1ea5t ch\u1ee3t \u0111\u1ec3 l\u00e0m cho th\u01b0\u01a1ng hi\u1ec7u n\u1ed5i b\u1eadt: \u201cNh\u01b0 t\u1ea5t c\u1ea3 ch\u00fang ta \u0111\u00e3 ki\u1ec3m nghi\u1ec7m, h\u00e0nh tr\u00ecnh mua h\u00e0ng kh\u00f4ng c\u00f2n c\u00f3 th\u1ec3 \u0111o\u00e1n tr\u01b0\u1edbc \u0111\u01b0\u1ee3c. Ch\u00ednh v\u00ec th\u1ebf, n\u00f3 khi\u1ebfn cho vi\u1ec7c h\u1ed7 tr\u1ee3 h\u00e0nh tr\u00ecnh v\u00f2ng \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng c\u00e0ng tr\u1edf n\u00ean kh\u00f3 kh\u0103n h\u01a1n. T\u01b0\u01a1ng t\u00e1c si\u00eau c\u00e1 nh\u00e2n h\u00f3a \u2013 b\u1ed1i c\u1ea3nh ph\u00f9 h\u1ee3p, tr\u00ean k\u00eanh\/ thi\u1ebft b\u1ecb ph\u00f9 h\u1ee3p, v\u00e0o \u0111\u00fang th\u1eddi \u0111i\u1ec3m v\u00e0 trong b\u1ed1i c\u1ea3nh d\u1ef1a tr\u00ean h\u00e0nh vi c\u1ee7a ng\u01b0\u1eddi mua t\u1ea1i th\u1eddi \u0111i\u1ec3m n\u00e0y l\u00e0 r\u1ea5t quan tr\u1ecdng \u0111\u1ec3 t\u1ea1o s\u1ef1 kh\u00e1c bi\u1ec7t cho th\u01b0\u01a1ng hi\u1ec7u\u201d.<\/p>\n<p>T\u01b0\u01a1ng t\u1ef1, chuy\u00ean gia Annie Mosbacher t\u1eeb Decoded Strategies tuy\u00ean b\u1ed1 r\u1eb1ng doanh nghi\u1ec7p kh\u00f4ng n\u00ean ch\u1ec9 t\u1eadp trung v\u00e0o nh\u00e2n kh\u1ea9u h\u1ecdc khi ti\u1ebfp c\u1eadn c\u00e1 nh\u00e2n h\u00f3a. Thay v\u00e0o \u0111\u00f3, c\u00e1c th\u01b0\u01a1ng hi\u1ec7u ph\u1ea3i suy ngh\u0129 v\u1ec1 nh\u1eefng l\u1ee3i \u00edch m\u00e0 h\u1ecd mu\u1ed1n cung c\u1ea5p cho kh\u00e1ch h\u00e0ng tr\u01b0\u1edbc khi si\u00eau c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m: \u201cC\u00e1 nh\u00e2n h\u00f3a d\u1ef1a tr\u00ean nh\u00e2n kh\u1ea9u h\u1ecdc (t\u00ean, \u0111\u1ecba l\u00fd, chi ti\u1ebft c\u00e1 nh\u00e2n) l\u00e0 h\u1eefu \u00edch, nh\u01b0ng trong h\u1ea7u h\u1ebft c\u00e1c tr\u01b0\u1eddng h\u1ee3p, \u0111i\u1ec1u n\u00e0y kh\u00f4ng th\u1ef1c s\u1ef1 l\u00e0 m\u1eb9o \u0111\u1ec3 t\u00f9y ch\u1ec9nh th\u00eam tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. N\u1ebfu ch\u1ec9 t\u1eadp trung v\u00e0o nh\u00e2n kh\u1ea9u h\u1ecdc, t\u01b0\u01a1ng t\u00e1c c\u00f3 th\u1ec3 khi\u1ebfn kh\u00e1ch h\u00e0ng xa l\u00e1nh v\u00ec ngh\u0129 r\u1eb1ng h\u1ecd ch\u1ec9 nh\u1eadn \u0111\u01b0\u1ee3c nh\u1eefng email gi\u1ed1ng nh\u01b0 nh\u1eefng ng\u01b0\u1eddi kh\u00e1c, ch\u1ec9 t\u1eadp trung th\u00fac \u0111\u1ea9y h\u1ecd s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m nhi\u1ec1u h\u01a1n\u201d.<\/p>\n<div id=\"attachment_19883\" style=\"width: 746px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-19883\" src=\"https:\/\/masterskills.org\/blog\/wp-content\/uploads\/\/12\/sieu-ca-nhan-hoa-trai-nghiem.jpg\" alt=\"C\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m nh\u1edd t\u1ed5 ch\u1ee9c d\u1eef li\u1ec7u t\u1ed1t h\u01a1n\" width=\"736\" height=\"582\" title=\"sieu-ca-nhan-hoa-trai-nghiem\"><\/p>\n<p class=\"wp-caption-text\">C\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m nh\u1edd t\u1ed5 ch\u1ee9c d\u1eef li\u1ec7u t\u1ed1t h\u01a1n<\/p>\n<\/div>\n<h2 id=\"2-khuyen-khich-to-chuc-du-lieu-tot-hon-de-nang-cao-trai-nghiem-khach-hang\">Khuy\u1ebfn kh\u00edch t\u1ed5 ch\u1ee9c d\u1eef li\u1ec7u t\u1ed1t h\u01a1n \u0111\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h2>\n<p>Khi c\u00f4ng ngh\u1ec7 m\u1edbi ti\u1ebfp t\u1ee5c ph\u00e1t tri\u1ec3n v\u00e0 kh\u00e1ch h\u00e0ng t\u00ecm ra nh\u1eefng c\u00e1ch m\u1edbi \u0111\u1ec3 t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u00e1c lo\u1ea1i thi\u1ebft b\u1ecb n\u00e0y, c\u00e1c h\u00e0nh vi trong kho\u1ea3nh kh\u1eafc nh\u1ecf m\u00e0 \u0111i\u1ec7n tho\u1ea1i di \u0111\u1ed9ng s\u1ebd ti\u1ebfp t\u1ee5c t\u0103ng l\u00ean. Ch\u1eb3ng bao l\u00e2u n\u1eefa, s\u1ebd kh\u00f4ng \u0111\u1ee7 \u0111\u1ec3 c\u00e1c th\u01b0\u01a1ng hi\u1ec7u ch\u1ec9 xu\u1ea5t hi\u1ec7n trong m\u1ed9t v\u00e0i kho\u1ea3nh kh\u1eafc nh\u1ecf. H\u1ecd s\u1ebd c\u1ea7n ph\u1ea3i \u0111i tr\u01b0\u1edbc kh\u00e1ch h\u00e0ng m\u1ed9t b\u01b0\u1edbc. N\u00f3i c\u00e1ch kh\u00e1c, th\u01b0\u01a1ng hi\u1ec7u s\u1ebd \u0111\u01b0\u1ee3c y\u00eau c\u1ea7u hi\u1ec3u kh\u00e1ch h\u00e0ng th\u1eadm ch\u00ed c\u00f2n t\u1ed1t h\u01a1n nh\u1eefng g\u00ec h\u1ecd bi\u1ebft v\u1ec1 ch\u00ednh h\u1ecd.<\/p>\n<p>\u0110\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc h\u01a1n, ph\u00f9 h\u1ee3p h\u01a1n v\u1ec1 kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p ph\u1ea3i x\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c d\u1ef1a tr\u00ean d\u1eef li\u1ec7u tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh \u0111\u1ec3 h\u1ed7 tr\u1ee3 t\u1eebng ng\u01b0\u1eddi mua ri\u00eang l\u1ebb trong su\u1ed1t h\u00e0nh tr\u00ecnh duy nh\u1ea5t c\u1ee7a h\u1ecd. \u0110\u00e2y l\u00e0 tr\u01b0\u1eddng h\u1ee3p \u0111\u1eb7c bi\u1ec7t v\u00ec nghi\u00ean c\u1ee9u t\u1eeb Salesforce ch\u1ec9 ra r\u1eb1ng: kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng trung b\u00ecnh ch\u00edn k\u00eanh \u0111\u1ec3 duy\u1ec7t qua s\u1ea3n ph\u1ea9m, t\u00ecm ki\u1ebfm l\u1eddi khuy\u00ean v\u00e0 cu\u1ed1i c\u00f9ng l\u00e0 mua h\u00e0ng. C\u00f4ng ngh\u1ec7 c\u00f3 th\u1ec3 t\u00edch h\u1ee3p v\u00e0 gi\u00fap doanh nghi\u1ec7p di\u1ec5n gi\u1ea3i nhi\u1ec1u ngu\u1ed3n d\u1eef li\u1ec7u t\u1eeb c\u00e1c k\u00eanh, ph\u00f2ng ban kh\u00e1c nhau \u0111\u1ec3 hi\u1ec3u bi\u1ebft to\u00e0n di\u1ec7n h\u01a1n v\u1ec1 kh\u00e1ch h\u00e0ng \u2013 ph\u00f9 h\u1ee3p v\u1edbi m\u1ee5c ti\u00eau kinh doanh c\u1ee7a doanh nghi\u1ec7p.<\/p>\n<p>Ngo\u00e0i ra, c\u00f4ng ngh\u1ec7 c\u0169ng c\u00f3 th\u1ec3 mang l\u1ea1i cho kh\u00e1ch h\u00e0ng tr\u1ea3i nghi\u1ec7m k\u1ebft n\u1ed1i v\u00ec n\u00f3 t\u1ea1o ra th\u00f4ng tin chi ti\u1ebft c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c chia s\u1ebb gi\u1eefa c\u00e1c nh\u00f3m. B\u1eb1ng c\u00e1ch n\u00e0y, th\u01b0\u01a1ng hi\u1ec7u c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng d\u1eef li\u1ec7u b\u1eb1ng c\u00e1ch li\u00ean t\u1ee5c t\u00ecm ki\u1ebfm th\u00f4ng tin chi ti\u1ebft \u0111\u1ec3 gi\u00fap h\u1ecd cung c\u1ea5p tr\u1ea3i nghi\u1ec7m h\u1ea5p d\u1eabn, ph\u00f9 h\u1ee3p.<\/p>\n<p>Sergio Frias t\u1eeb CX Hub gi\u1ea3i th\u00edch c\u00e1ch c\u00f4ng ngh\u1ec7 cho ph\u00e9p si\u00eau c\u00e1 nh\u00e2n h\u00f3a \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng: \u201cV\u1edbi s\u1ed1 l\u01b0\u1ee3ng h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng t\u0103ng v\u00e0 c\u00e1c bi\u1ebfn \u0111\u01b0\u1ee3c xem x\u00e9t trong qu\u00e1 tr\u00ecnh c\u00e1 nh\u00e2n h\u00f3a c\u00e1c gi\u1ea3i ph\u00e1p, nh\u1eefng ng\u01b0\u1eddi b\u00ecnh th\u01b0\u1eddng s\u1ebd kh\u00f4ng bao gi\u1edd c\u00f3 th\u1ec3 \u0111\u1ed1i ph\u00f3 v\u1edbi t\u1ed1c \u0111\u1ed9, s\u1ef1 m\u01b0\u1ee3t m\u00e0 v\u00e0 c\u00e1c gi\u1ea3i ph\u00e1p \u0111\u1ea7u cu\u1ed1i \u0111\u01b0\u1ee3c y\u00eau c\u1ea7u \u0111\u1ec3 mang l\u1ea1i tr\u1ea3i nghi\u1ec7m \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a cho m\u1ed7i kh\u00e1ch h\u00e0ng. C\u00f4ng ngh\u1ec7 c\u00f3 th\u1ec3 thu th\u1eadp nhu c\u1ea7u v\u00e0 mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f9ng v\u1edbi Tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o \u0111\u1ec3 s\u1eafp x\u1ebfp v\u00e0 hi\u1ec3u d\u1eef li\u1ec7u, t\u1eeb \u0111\u00f3, chuy\u1ec3n \u0111\u1ed5i th\u00e0nh th\u00f4ng tin chi ti\u1ebft, c\u00f9ng v\u1edbi c\u00f4ng ngh\u1ec7 C\u00f4ng nghi\u1ec7p 4.0 th\u00fac \u0111\u1ea9y s\u1ea3n xu\u1ea5t nhu c\u1ea7u t\u1eeb kh\u00e1ch h\u00e0ng, \u0111ang c\u00e1ch m\u1ea1ng h\u00f3a th\u1ecb tr\u01b0\u1eddng\u201d.<\/p>\n<p>Th\u1ed1ng k\u00ea t\u1eeb Think By Google cho th\u1ea5y c\u00e1c nh\u00e0 ti\u1ebfp th\u1ecb \u01b0u ti\u00ean chi\u1ebfn l\u01b0\u1ee3c t\u00edch h\u1ee3p theo h\u01b0\u1edbng d\u1eef li\u1ec7u c\u00f3 kh\u1ea3 n\u0103ng c\u00f3 c\u00e1i nh\u00ecn r\u00f5 r\u00e0ng h\u01a1n v\u1ec1 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng tr\u00ean c\u00e1c k\u00eanh v\u00e0 thi\u1ebft b\u1ecb cao h\u01a1n 1,5 l\u1ea7n, nh\u1edd \u0111\u00f3 s\u1ebd cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ph\u00f9 h\u1ee3p nh\u01b0ng h\u1ea5p d\u1eabn.<\/p>\n<div id=\"attachment_19886\" style=\"width: 760px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-19886\" src=\"https:\/\/masterskills.org\/blog\/wp-content\/uploads\/\/12\/sieu-ca-nhan-hoa-tuong-tac-khach-hang.jpg\" alt=\"K\u1ebft n\u1ed1i c\u1ea3m x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng\" width=\"750\" height=\"421\" title=\"sieu-ca-nhan-hoa-tuong-tac-khach-hang\"><\/p>\n<p class=\"wp-caption-text\">K\u1ebft n\u1ed1i c\u1ea3m x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n<h2 id=\"3-tao-ket-noi-cam-xuc-voi-khach-hang\">T\u1ea1o k\u1ebft n\u1ed1i c\u1ea3m x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng<\/h2>\n<p>Nhi\u1ec1u doanh nghi\u1ec7p \u0111\u1ec1u bi\u1ebft r\u1eb1ng: k\u1ebft n\u1ed1i c\u1ea3m x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng l\u00e0 \u0111i\u1ec1u c\u1ea7n thi\u1ebft \u0111\u1ec3 gi\u00fap h\u1ecd c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c g\u1eafn b\u00f3 v\u1edbi th\u01b0\u01a1ng hi\u1ec7u. M\u1ed9t nh\u00e0 ti\u1ebfp th\u1ecb kh\u00f4ng c\u00f2n c\u1ed1 g\u1eafng thu h\u00fat m\u1ed9t c\u00e1 nh\u00e2n; h\u1ecd \u0111ang thu h\u00fat m\u1ed9t nh\u00f3m c\u00e1c c\u00e1 nh\u00e2n m\u00e0 m\u1ed7i ng\u01b0\u1eddi l\u1ea1i c\u00f3 quan \u0111i\u1ec3m ri\u00eang, c\u00e1ch c\u1ee7a ri\u00eang h\u1ecd \u0111\u1ec3 gi\u1ea3i quy\u1ebft m\u1ed9t v\u1ea5n \u0111\u1ec1, quan \u0111i\u1ec3m v\u1ec1 s\u1ef1 gi\u00e1n \u0111o\u1ea1n v\u00e0 m\u1ee9c \u0111\u1ed9 s\u1eb5n s\u00e0ng ch\u1ea5p nh\u1eadn thay \u0111\u1ed5i kh\u00e1c nhau. \u0110\u00e2y l\u00e0 l\u00fd do t\u1ea1i sao \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 ph\u1ea3i thu h\u00fat c\u1ea3m x\u00fac c\u1ee7a ng\u01b0\u1eddi mua, t\u1eadn d\u1ee5ng si\u00eau c\u00e1 nh\u00e2n h\u00f3a trong t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n<p>V\u00ec v\u1eady, b\u1ea1n c\u00f3 th\u1ec3 t\u1eadp trung v\u00e0o nh\u1eefng c\u1ea3m x\u00fac n\u00e0o \u0111\u1ec3 kh\u00f4ng ch\u1ec9 d\u1eebng l\u1ea1i \u1edf m\u1ee5c ti\u00eau t\u1ea1o ra chuy\u1ec3n \u0111\u1ed5i? Nghi\u00ean c\u1ee9u t\u1eeb Capgemini ch\u1ee9ng minh r\u1eb1ng b\u1ea1n c\u00f3 th\u1ec3 x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch t\u1eadp trung v\u00e0o ba c\u1ea3m x\u00fac h\u00e0ng \u0111\u1ea7u l\u00e0 trung th\u1ef1c, tin c\u1eady v\u00e0 ch\u00ednh tr\u1ef1c. Nghi\u00ean c\u1ee9u n\u00e0y c\u0169ng ch\u1ec9 ra r\u1eb1ng 7\/10 kh\u00e1ch h\u00e0ng c\u00f3 m\u1ee9c \u0111\u1ed9 t\u01b0\u01a1ng t\u00e1c c\u1ea3m x\u00fac cao h\u01a1n s\u1edf h\u1eefu m\u1ee9c chi ti\u00eau t\u1ed1i \u0111a hai l\u1ea7n ho\u1eb7c nhi\u1ec1u h\u01a1n cho c\u00e1c th\u01b0\u01a1ng hi\u1ec7u m\u00e0 h\u1ecd trung th\u00e0nh.<\/p>\n<p>Sau \u0111\u1ea1i d\u1ecbch, kh\u00e1ch h\u00e0ng \u0111\u00e3 \u0111\u1eb7t ra ti\u00eau chu\u1ea9n cao h\u01a1n cho c\u00e1c th\u01b0\u01a1ng hi\u1ec7u gi\u00e0nh \u0111\u01b0\u1ee3c s\u1ef1 tin t\u01b0\u1edfng c\u1ee7a h\u1ecd. S\u1ed1 li\u1ec7u t\u1eeb Salesforce cho th\u1ea5y: trong khi 68% kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i doanh nghi\u1ec7p th\u1ec3 hi\u1ec7n s\u1ef1 \u0111\u1ed3ng c\u1ea3m th\u00ec ch\u1ec9 c\u00f3 39% s\u1ed1 n\u00e0y tin r\u1eb1ng th\u01b0\u01a1ng hi\u1ec7u th\u1ef1c s\u1ef1 th\u1ec3 hi\u1ec7n \u0111\u01b0\u1ee3c s\u1ef1 \u0111\u1ed3ng c\u1ea3m. Do v\u1eady, th\u01b0\u01a1ng hi\u1ec7u c\u0169ng c\u1ea7n \u0111\u1eb7c bi\u1ec7t l\u01b0u \u00fd trong h\u00e0nh \u0111\u1ed9ng c\u1ee7a m\u00ecnh.<\/p>\n<p>Si\u00eau c\u00e1 nh\u00e2n h\u00f3a d\u1eabn \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n b\u1eb1ng c\u00e1ch t\u1ea1o ra c\u00e1c h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng li\u1ec1n m\u1ea1ch b\u1ea5t k\u1ec3 k\u00eanh n\u00e0o \u2013 n\u01a1i ch\u1ee9a \u0111\u1ea7y c\u00e1c d\u1ecbch v\u1ee5, n\u1ed9i dung c\u00f3 li\u00ean quan \u0111\u1ec3 kh\u00e1ch h\u00e0ng bi\u1ebft r\u1eb1ng b\u1ea1n coi tr\u1ecdng th\u1eddi gian v\u00e0 nhu c\u1ea7u c\u1ee7a h\u1ecd.<\/p>\n<p>Ngo\u00e0i ra, si\u00eau c\u00e1 nh\u00e2n h\u00f3a c\u0169ng cho ph\u00e9p th\u01b0\u01a1ng hi\u1ec7u chuy\u1ec3n t\u1eeb kho\u1ea3nh kh\u1eafc t\u0129nh sang \u0111\u1ed9ng trong th\u1eddi gian th\u1ef1c \u0111\u1ec3 b\u1ea1n c\u00f3 th\u1ec3 t\u1eadp trung v\u00e0o vi\u1ec7c \u0111i\u1ec1u ch\u1ec9nh s\u1ea3n ph\u1ea9m \u2013 ph\u00f9 h\u1ee3p v\u1edbi s\u1edf th\u00edch lu\u00f4n thay \u0111\u1ed5i c\u1ee7a kh\u00e1ch h\u00e0ng. Cu\u1ed1i c\u00f9ng, doanh nghi\u1ec7p c\u0169ng s\u1ebd \u0111\u01b0\u1ee3c khuy\u1ebfn kh\u00edch t\u1ed5 ch\u1ee9c l\u1ea1i \u0111\u1ec3 d\u1eef li\u1ec7u ch\u1ea5t l\u01b0\u1ee3ng cao d\u1ec5 truy c\u1eadp h\u01a1n, t\u1eeb \u0111\u00f3 nhanh ch\u00f3ng cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u00f3 \u00fd ngh\u0129a h\u01a1n.<\/p>\n<p style=\"text-align: right\"><em>Theo Business2community<\/em><\/p>\n<p style=\"text-align: left\"><em>B\u00e0i li\u00ean quan:<\/em><\/p>\n<ul>\n<li style=\"text-align: left\"><em>\u00a0C\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ch\u1ec9 trong 3 b\u01b0\u1edbc<\/em><\/li>\n<li style=\"text-align: left\"><em>V\u0103n ho\u00e1 \u0111\u1ed3ng c\u1ea3m s\u1ebd thu h\u1eb9p kho\u1ea3ng c\u00e1ch tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>\u0110\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng \u0111ang thay \u0111\u1ed5i trong b\u1ed1i c\u1ea3nh \u0111i\u1ec1u ki\u1ec7n th\u1ecb tr\u01b0\u1eddng bi\u1ebfn \u0111\u1ed9ng, th\u01b0\u01a1ng hi\u1ec7u bu\u1ed9c ph\u1ea3i s\u1eed d\u1ee5ng d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u00e1 nh\u00e2n v\u00e0 k\u1ebft n\u1ed1i c\u1ea3m x\u00fac tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh. Si\u00eau c\u00e1 nh\u00e2n h\u00f3a (hyper-personalization), khi \u0111\u01b0\u1ee3c d\u1eef li\u1ec7u v\u00e0 c\u00f4ng ngh\u1ec7 th\u00fac \u0111\u1ea9y, c\u00f3 th\u1ec3 gi\u00fap c\u00e1c th\u01b0\u01a1ng hi\u1ec7u nh\u1eafm m\u1ee5c ti\u00eau \u0111\u1ebfn kh\u00e1ch h\u00e0ng b\u1eb1ng nh\u1eefng th\u00f4ng \u0111i\u1ec7p quan tr\u1ecdng trong th\u1eddi gian th\u1ef1c.<\/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\/52347"}],"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=52347"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52347\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=52347"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=52347"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=52347"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}