{"id":5242,"date":"2023-11-29T07:46:59","date_gmt":"2023-11-29T07:46:59","guid":{"rendered":"https:\/\/masterskills.org\/blog\/?p=5242"},"modified":"2023-12-21T11:01:23","modified_gmt":"2023-12-21T04:01:23","slug":"chien-luoc-trai-nghiem-khach-hang-trong-thoi-dai","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/chien-luoc-trai-nghiem-khach-hang-trong-thoi-dai.html","title":{"rendered":"Chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng trong th\u1eddi \u0111\u1ea1i s\u1ed1"},"content":{"rendered":"
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S\u1ef1 thay \u0111\u1ed5i trong ph\u01b0\u01a1ng th\u1ee9c t\u0103ng c\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng lu\u00f4n di\u1ec5n ra trong cu\u1ed9c s\u1ed1ng h\u00e0ng ng\u00e0y c\u1ee7a ch\u00fang ta, nh\u01b0ng \u0111\u1ea1i d\u1ecbch Covid-19 th\u00fac \u0111\u1ea9y \u0111i\u1ec1u n\u00e0y nhanh ch\u00f3ng h\u01a1n. \u0110\u1ea1i d\u1ecbch Covid 19 c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c coi l\u00e0 hi\u1ec7n t\u01b0\u1ee3ng \u2018thi\u00ean nga \u0111en\u2019 trong n\u1ec1n kinh t\u1ebf t\u00e0i ch\u00ednh, \u00e1m ch\u1ec9 s\u1ef1 c\u1ed1 t\u01b0\u1edfng ch\u1eebng nh\u01b0 kh\u00f4ng th\u1ec3 x\u1ea3y ra l\u1ea1i x\u1ea3y ra. Covid-19 l\u00e0m x\u00e1o tr\u1ed9n th\u1ecb tr\u01b0\u1eddng v\u00e0 c\u1ea3 th\u01b0\u1edbc \u0111o tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng.<\/p>\n<\/div>\n

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Th\u1ef1c tr\u1ea1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng trong kh\u1ee7ng ho\u1ea3ng Covid-19<\/h4>\n

Tr\u01b0\u1edbc h\u1ebft, v\u1ec1 m\u1eb7t ng\u1eafn h\u1ea1n, giai \u0111o\u1ea1n kh\u1ee7ng ho\u1ea3ng s\u1ebd khi\u1ebfn vi\u1ec7c t\u00ecm hi\u1ec3u nghi\u00ean c\u1ee9u h\u00e0nh vi kh\u00f3 kh\u0103n h\u01a1n khi c\u00e1c c\u00f4ng ty kh\u00f4ng ch\u1ec9 c\u1ea7n theo d\u00f5i xu h\u01b0\u1edbng ti\u00eau d\u00f9ng n\u00f3i ri\u00eang, m\u00e0 c\u00f2n ph\u1ea3i song song th\u1ef1c hi\u1ec7n vi\u1ec7c \u0111i\u1ec1u ch\u1ec9nh m\u00f4 h\u00ecnh kinh doanh m\u1edbi, l\u1eadp k\u1ebf ho\u1ea1ch kinh doanh li\u00ean t\u1ee5c trong th\u1eddi \u0111\u1ea1i s\u1ed1 l\u00ean ng\u00f4i.<\/p>\n

\u0110\u1ed3ng th\u1eddi, vi\u1ec7c \u0111\u1ea3m b\u1ea3o s\u1ee9c kho\u1ebb th\u1ec3 ch\u1ea5t, tinh th\u1ea7n cho c\u1ed9ng \u0111\u1ed3ng v\u00e0 nh\u00e2n vi\u00ean trong t\u1eadp \u0111o\u00e0n c\u0169ng l\u00e0 b\u01b0\u1edbc \u0111i c\u1ea7n \u0111\u01b0\u1ee3c ch\u00fa tr\u1ecdng ch\u1eb7t ch\u1ebd. Trong c\u00e1c hu\u1ed1ng c\u1ea5p b\u00e1ch, c\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o \u0111i\u1ec1u h\u00e0nh c\u1ea7n h\u1ebft s\u1ee9c b\u00ecnh t\u0129nh, t\u1ec9nh t\u00e1o ph\u00e2n t\u00edch \u01b0u ti\u00ean nh\u1eefng h\u00e0nh \u0111\u1ed9ng v\u1eadn h\u00e0nh c\u1ea5p b\u00e1ch thay v\u00ec b\u1ecb ph\u00e2n t\u00e2m theo xu h\u01b0\u1edbng ho\u1ea3ng lo\u1ea1n \u0111\u00e1m \u0111\u00f4ng.<\/p>\n

Nh\u1eefng nh\u00e0 l\u00e3nh \u0111\u1ea1o l\u00fac n\u00e0y c\u1ea7n d\u00f5i tin t\u1ee9c \u0111\u1ec3 xoay chuy\u1ec3n c\u00e1ch v\u1eadn \u0111\u1ed9ng v\u1eadn h\u00e0nh m\u1ed9t c\u00e1ch h\u1ee3p l\u00fd, nh\u1eb1m duy tr\u00ec tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u1edf m\u1ecdi \u0111i\u1ec3m ti\u1ebfp x\u00fac tr\u1ef1c tuy\u1ebfn . Nh\u00e2n vi\u00ean trong t\u1ed5 ch\u1ee9c c\u1ea7n \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o n\u0103ng l\u1ef1c linh ho\u1ea1t, c\u00f3 th\u1ec3 th\u00edch \u1ee9ng nhanh ch\u00f3ng \u1edf \u0111i\u1ec1u ki\u1ec7n, m\u00f4i tr\u01b0\u1eddng thay \u0111\u1ed5i nhanh ch\u00f3ng c\u0169ng nh\u01b0 n\u1eafm b\u1eaft quen v\u1edbi c\u00e1c c\u00f4ng ngh\u1ec7 s\u1ed1 \u0111\u1ec3 duy tr\u00ec t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng online.<\/p>\n

V\u1edbi nhi\u1ec1u doanh nghi\u1ec7p ch\u01b0a th\u1ec3 chuy\u1ec3n \u0111\u1ed5i s\u1ed1 k\u1ecbp th\u1eddi, \u0111\u00e3 c\u00f3 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng l\u1edbn \u0111\u00e3 ph\u1ea3i quay l\u01b0ng v\u1edbi nhi\u1ec1u s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 \u1edf nh\u1eefng c\u1eeda h\u00e0ng truy\u1ec1n th\u1ed1ng b\u1edfi ch\u00ednh s\u00e1ch gi\u00e3n c\u00e1ch x\u00e3 h\u1ed9i. H\u00e0ng lo\u1ea1t c\u00e1c c\u1eeda h\u00e0ng \u0111\u00e3 ph\u1ea3i \u0111\u00f3ng c\u1eeda, ng\u01b0ng ho\u1ea1t \u0111\u1ed9ng v\u00f4 th\u1eddi h\u1ea1n, v\u00e0 ch\u00ednh v\u00ec th\u1ebf t\u00e1c \u0111\u1ed9ng l\u1edbn l\u00ean ph\u00eda kh\u00e1ch h\u00e0ng v\u00e0 h\u00e0nh vi ti\u00eau d\u00f9ng c\u1ee7a h\u1ecd.<\/p>\n

D\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng truy\u1ec1n th\u1ed1ng \u0111\u01b0\u1ee3c thay th\u1ebf b\u1eb1ng c\u00e1c \u0111\u01a1n \u0111\u1eb7t h\u00e0ng tr\u1ef1c tuy\u1ebfn, d\u1ecbch v\u1ee5 giao h\u00e0ng tr\u1ef1c tuy\u1ebfn ph\u1ee5c v\u1ee5 nhu y\u1ebfu ph\u1ea9m. H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng thay \u0111\u1ed5i ho\u00e0n to\u00e0n khi ch\u1ee7 y\u1ebfu ti\u1ebfp x\u00fac, giao ti\u1ebfp qua nh\u1eefng thi\u1ebft b\u1ecb th\u00f4ng minh.<\/p>\n

Th\u01b0\u1edbc \u0111o \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00f4ng c\u00f2n d\u1ef1a tr\u00ean vi\u1ec7c nh\u1eefng nh\u00e2n vi\u00ean ngo\u00e0i c\u1eeda h\u00e0ng truy\u1ec1n th\u00f4ng \u0111on \u0111\u1ea3 \u0111\u00f3n kh\u00e1ch n\u1eefa, m\u00e0 l\u00e0 d\u1ecbch v\u1ee5 tr\u1ef1c tuy\u1ebfn c\u00f3 nhanh kh\u00f4ng, c\u00f3 ti\u1ec7n d\u1ee5ng kh\u00f4ng, v\u00e0 c\u00f3 x\u00e2y d\u1ef1ng \u0111\u01b0\u1ee3c m\u1ed9t tr\u1ea3i nghi\u1ec7m online li\u1ec1n m\u1ea1ch hay kh\u00f4ng.<\/p>\n

S\u1ef1 chuy\u1ec3n d\u1ecbch t\u1eeb offline l\u00ean online l\u00e0 b\u01b0\u1edbc \u0111\u1ea7u ti\u00ean c\u1ee7a chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u1eddi \u0111\u1ea1i s\u1ed1 \u0111\u1ec3 duy tr\u00ec k\u1ebft n\u1ed1i, g\u1eafn k\u1ebft v\u1edbi kh\u00e1ch h\u00e0ng c\u0169ng nh\u01b0 t\u00edch h\u1ee3p c\u00e1c quy tr\u00ecnh x\u1eed l\u00fd y\u00eau c\u1ea7u t\u1eeb kh\u00e1ch h\u00e0ng online. Ti\u1ebfp theo \u0111\u00f3 l\u00e0 s\u1ef1 l\u1eafng nghe, ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng v\u1edbi s\u1ef1 \u0111\u1ed3ng c\u1ea3m mang t\u00ednh c\u1ed9ng \u0111\u1ed3ng s\u1ebd \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n qua s\u1ef1 thay \u0111\u1ed5i v\u1ec1 gi\u00e1 s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5, \u0111\u01b0a ra nh\u1eefng ch\u00ednh s\u00e1ch \u0111\u1ec3 c\u00f9ng \u0111\u1ed3ng h\u00e0nh qua giai \u0111o\u1ea1n kh\u00f3 kh\u0103n.<\/p>\n

H\u00ecnh 1: S\u1ef1 kh\u00e1c nhau gi\u1eefa ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng (trong truy\u1ec1n th\u1ed1ng) v\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (trong th\u1eddi \u0111\u1ea1i s\u1ed1)\u00a0(1)<\/sup><\/figcaption><\/figure>\n

D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t m\u00f4 ph\u1ecfng c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1ef1c tuy\u1ebfn trong kh\u1ee7ng ho\u1ea3ng Covid-19 c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng tr\u01b0\u1edbc \u0111\u00e2y c\u00f3 xu h\u01b0\u1edbng kh\u01b0\u1edbc t\u1eeb s\u1ef1 hi\u1ec7n di\u1ec7n c\u1ee7a c\u00f4ng ngh\u1ec7 s\u1ed1. S\u1ef1 h\u00e0i l\u00f2ng v\u1ec1 tr\u1ea3i nghi\u1ec7m \u0111\u01b0\u1ee3c t\u0103ng l\u00ean \u1edf t\u1eebng giai \u0111o\u1ea1n, t\u1eebng \u0111i\u1ec3m ch\u1ea1m kh\u00e1ch h\u00e0ng \u0111\u00e3 cho th\u1ea5y s\u1ef1 \u1ee9ng d\u1ee5ng tr\u1ea3i nghi\u1ec7m s\u1ed1 \u0111\u01b0\u1ee3c \u0111\u1ea9y m\u1ea1nh m\u1ebd \u1edf c\u00e1c nh\u00f3m kh\u00e1ch h\u00e0ng (H\u00ecnh 2).<\/p>\n

H\u00ecnh 2: M\u1ed9t m\u00f4 ph\u1ecfng c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1ef1c tuy\u1ebfn trong kh\u1ee7ng ho\u1ea3ng Covid-19<\/figcaption><\/figure>\n

N\u1eafm b\u1eaft c\u00f4ng ngh\u1ec7 \u0111\u1ec3 t\u1ed1i \u01b0u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u1eddi \u0111\u1ea1i s\u1ed1<\/h4>\n

Theo th\u1ed1ng k\u00ea, c\u00f3 t\u1edbi 81% kh\u00e1ch h\u00e0ng s\u1eb5n s\u00e0ng tr\u1ea3 ph\u00ed s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 cao h\u01a1n \u0111\u1ec3 \u0111\u1ed5i l\u1ea1i c\u00f3 m\u1ed9t tr\u1ea3i nghi\u1ec7m li\u1ec1n m\u1ea1ch v\u00e0 ti\u1ec7n l\u1ee3i, v\u00e0 c\u00f3 t\u1edbi 66% kh\u00e1ch h\u00e0ng \u0111\u00e3 ng\u1eebng d\u00f9ng s\u1ea3n ph\u1ea9m b\u1edfi doanh nghi\u1ec7p kh\u00f4ng quan t\u00e2m \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n

Nh\u1eefng n\u0103m g\u1ea7n \u0111\u00e2y, khi nhu c\u1ea7u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u0103ng cao, \u0111\u00e3 c\u00f3 72% doanh nghi\u1ec7p tr\u1edf n\u00ean ch\u00fa tr\u1ecdng t\u1edbi vi\u1ec7c \u01b0u ti\u00ean x\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, v\u00e0 con s\u1ed1 n\u00e0y c\u00f3 xu h\u01b0\u1edbng t\u0103ng h\u01a1n trong tr\u1ea1ng th\u00e1i b\u00ecnh th\u01b0\u1eddng m\u1edbi.\u00a0(2) (3)<\/sup><\/p>\n

V\u1ec1 d\u00e0i h\u1ea1n, s\u1ef1 linh ho\u1ea1t l\u00e0 y\u1ebfu t\u1ed1 \u0111\u1eb7c bi\u1ec7t quan tr\u1ecdng \u0111\u1ed1i v\u1edbi c\u00e1c doanh nghi\u1ec7p \u0111\u1ec3 \u0111\u1ed1i ph\u00f3 v\u1edbi t\u00ecnh tr\u1ea1ng kh\u1ee7ng ho\u1ea3ng c\u0169ng nh\u01b0 th\u1eddi k\u1ef3 chuy\u1ec3n giao sang tr\u1ea1ng th\u00e1i \u201cb\u00ecnh th\u01b0\u1eddng m\u1edbi\u201d. C\u00e1c s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 \u1ee9ng d\u1ee5ng ph\u1ee5c v\u1ee5 nhu c\u1ea7u kh\u00e1ch h\u00e0ng trong gi\u1eefa kh\u1ee7ng ho\u1ea3ng Covid 19 c\u00f3 th\u1ec3 s\u1ebd tr\u1edf n\u00ean b\u00e3o ho\u00e0 n\u1ebfu nh\u01b0 c\u00e1c doanh nghi\u1ec7p kh\u00f4ng ch\u1ecbu thay \u0111\u1ed5i \u0111\u00e1p \u1ee9ng v\u1edbi tr\u1ea1ng th\u00e1i \u2018b\u00ecnh th\u01b0\u1eddng m\u1edbi\u2019.<\/p>\n

B\u1edfi th\u1ebf, c\u00e1c gi\u00e1m \u0111\u1ed1c l\u00e3nh \u0111\u1ea1o c\u1ea7n ch\u1ee7 \u0111\u1ed9ng d\u1eabn d\u1eaft th\u1ecb tr\u01b0\u1eddng th\u00edch \u1ee9ng v\u00e0 b\u1eaft nh\u1ecbp trong giai \u0111o\u1ea1n chuy\u1ec3n giao n\u00e0y, \u0111\u1ec3 t\u1eeb \u0111\u00f3 khi\u1ebfn ng\u01b0\u1eddi ti\u00eau d\u00f9ng tr\u1edf n\u00ean quen thu\u1ed9c v\u00e0 ch\u1ea5p nh\u1eadn m\u1ed9t tr\u1ea3i nghi\u1ec7m ti\u00eau d\u00f9ng m\u1edbi l\u1ea1, ti\u00ean d\u1ee5ng h\u01a1n khi so s\u00e1nh v\u1edbi tr\u1ea1ng th\u00e1i b\u00ecnh th\u01b0\u1eddng c\u0169.<\/p>\n

Ngo\u00e0i vi\u1ec7c x\u00e2y d\u1ef1ng n\u0103ng l\u1ef1c linh ho\u1ea1t, vi\u1ec7c n\u1eafm b\u1eaft c\u00f4ng ngh\u1ec7 s\u1ebd gi\u00fap c\u00e1c doanh nghi\u1ec7p ph\u00e1t tri\u1ec3n b\u1ec1 v\u1eefng h\u01a1n. Tr\u1ea3i nghi\u1ec7m \u0111a k\u00eanh\u00a0Omnichannel\u00a0l\u00e0 m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c s\u1ed1 t\u0103ng c\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng m\u1ea1nh m\u1ebd, thu h\u00fat \u0111\u01b0\u1ee3c tr\u00e1i tim t\u1eeb ng\u01b0\u1eddi d\u00f9ng.<\/p>\n

M\u00f4 h\u00ecnh ph\u1ed1i h\u1ee3p th\u1ed1ng nh\u1ea5t c\u00e1c k\u00eanh gi\u00fap t\u0103ng \u0111\u1ed9 ph\u1ee7 s\u00f3ng c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u, t\u1ea1o ra tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch li\u1ec1n m\u1ea1ch v\u00e0 nh\u1ea5t qu\u00e1n nh\u1ea5t.\u00a0L\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m, Omnichannel n\u1eafm b\u1eaft h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng qua c\u00e1c k\u00eanh online, h\u00e0nh tr\u00ecnh mua s\u1eafm c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng.<\/p>\n

\u0110\u1ec3 \u0111\u1ea3m b\u1ea3o s\u1ef1 b\u1ec1n v\u1eefng trong t\u01b0\u01a1ng lai, c\u00e1c doanh nghi\u1ec7p c\u00f2n c\u1ea7n chu\u1ea9n b\u1ecb n\u0103ng l\u1ef1c s\u1eb5n s\u00e0ng, duy tr\u00ec s\u1ef1 t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng, g\u1eafn k\u1ebft h\u1ecd tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng trung th\u00e0nh trong t\u01b0\u01a1ng lai, b\u1eb1ng c\u00e1ch \u00e1p d\u1ee5ng nh\u1eefng c\u00f4ng ngh\u1ec7, \u1ee9ng d\u1ee5ng ph\u00e2n t\u00edch d\u1eef li\u1ec7u \u0111\u1ec3 t\u1ed1i \u01b0u ho\u00e1 nh\u1eefng tr\u1ea3i nghi\u1ec7m mang t\u00ednh c\u00e1 nh\u00e2n ho\u00e1 cho ng\u01b0\u1eddi d\u00f9ng.<\/p>\n

John Lewis & Partners l\u00e0 v\u00ed d\u1ee5 \u0111i\u1ec3n h\u00ecnh trong vi\u1ec7c \u0111\u00f3n nh\u1eadn m\u00f4 h\u00ecnh tr\u1ea3i nghi\u1ec7m \u0111a k\u00eanh b\u1eb1ng c\u00e1ch t\u1eadp trung v\u00e0o chi\u1ebfn l\u01b0\u1ee3c s\u1ed1, tr\u1ea3i nghi\u1ec7m k\u1ef9 thu\u1eadt \u0111\u1ec3 k\u1ebft n\u1ed1i c\u00e1c k\u00eanh x\u00e3 h\u1ed9i, ph\u01a1i nh\u1eefng s\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c ch\u1ecdn l\u1ecdc d\u1ef1a tr\u00ean l\u1ecbch s\u1eed mua h\u00e0ng c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng v\u00e0 khi\u1ebfn h\u1ecd th\u00edch th\u00fa v\u1edbi d\u1ecbch v\u1ee5 tr\u1ea3i nghi\u1ec7m li\u1ec1n m\u1ea1ch.<\/p>\n

S\u1eed d\u1ee5ng m\u00f4 h\u00ecnh Omnichannel v\u00e0 \u1ee9ng d\u1ee5ng c\u00e1c c\u00f4ng ngh\u1ec7 online \u0111\u00e3 khi\u1ebfn John Lewis \u0111i tr\u01b0\u1edbc c\u00e1c c\u1eeda h\u00e0ng b\u00e1ch ho\u00e1 v\u00e0 trung t\u00e2m th\u01b0\u01a1ng m\u1ea1i kh\u00e1c, th\u1eafng nhi\u1ec1u gi\u1ea3i th\u01b0\u1edfng v\u1ec1 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng t\u1ea1i Anh do \u0111\u00e3 th\u00e0nh c\u00f4ng t\u1ed1i \u01b0u ho\u00e1 tr\u1ea3i nghi\u1ec7m online kh\u00e1ch h\u00e0ng.<\/p>\n

Khi bi\u1ebft t\u1eadn d\u1ee5ng chi\u1ebfn l\u01b0\u1ee3c s\u1ed1 trong tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c s\u1ef1 v\u01b0\u1ee3t tr\u1ed9i trong tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. \u0110\u1ec3 c\u00f3 th\u1ec3 thi\u1ebft l\u1eadp \u0111\u01b0\u1ee3c chi\u1ebfn l\u01b0\u1ee3c v\u01b0\u1ee3t tr\u1ed9i \u0111\u00f3, c\u00e1c doanh nghi\u1ec7p c\u1ea7n l\u01b0u \u00fd b\u00e1o qu\u00e1t nh\u1eefng m\u1ea3ng t\u1eeb l\u1eafng nghe kh\u00e1ch h\u00e0ng, thi\u1ebft k\u1ebf tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u01b0\u1ee3t tr\u1ed9i v\u1edbi s\u1ef1 t\u01b0\u01a1ng t\u00e1c nh\u1ea5t qu\u00e1n.<\/p>\n

C\u00e1 nh\u00e2n ho\u00e1 h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng b\u1eb1ng vi\u1ec7c s\u1eed d\u1ee5ng ph\u00e2n t\u00edch d\u1eef li\u1ec7u c\u00f3 th\u1ec3 t\u0103ng m\u1ee9c \u0111\u1ed9 trung th\u00e0nh c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng v\u1edbi nh\u00e3ng h\u00e0ng, c\u0169ng nh\u01b0 t\u1ea1o c\u1ea3m gi\u00e1c nh\u00e3n h\u00e0ng v\u01b0\u1ee3t tr\u1ed9i so v\u1edbi \u0111\u1ed1i th\u1ee7.Trong th\u1eddi \u0111\u1ea1i c\u00f4ng nghi\u1ec7p 4.0, m\u1ed9t m\u00f4 h\u00ecnh kinh doanh m\u1edbi ti\u1ec1m n\u0103ng \u1ee9ng d\u1ee5ng c\u00f4ng ngh\u1ec7 s\u1ed1 s\u1ebd t\u1ed1i \u01b0u ho\u00e1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u01b0\u1ee3t tr\u1ed9i s\u1ebd \u0111em l\u1ea1i nh\u1eefng gi\u00e1 tr\u1ecb l\u00e2u d\u00e0i cho doanh nghi\u1ec7p kh\u00f4ng ch\u1ec9 v\u1ec1 m\u1eb7t doanh thu, m\u00e0 c\u00f2n g\u00f3p ph\u1ea7n gi\u00fap doanh nghi\u1ec7p \u0111\u1ea1t \u0111\u01b0\u1ee3c th\u00e0nh qu\u1ea3 v\u00f4 h\u00ecnh qu\u00fd gi\u00e1 c\u1ee5 th\u1ec3 nh\u01b0 gi\u00e0nh \u0111\u01b0\u1ee3c \u0111\u00fang \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng, t\u0103ng c\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u1ea9y m\u1ea1nh quan h\u1ec7 kh\u00e1ch h\u00e0ng.<\/p>\n

\"L\u1ee3i
H\u00ecnh 3: Nh\u1eefng gi\u00e1 tr\u1ecb l\u1ee3i \u00edch tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u01b0\u1ee3t tr\u1ed9i \u0111em l\u1ea1i cho doanh nghi\u1ec7p<\/figcaption><\/figure>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

S\u1ef1 thay \u0111\u1ed5i trong ph\u01b0\u01a1ng th\u1ee9c t\u0103ng c\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng lu\u00f4n di\u1ec5n ra trong cu\u1ed9c s\u1ed1ng h\u00e0ng ng\u00e0y c\u1ee7a ch\u00fang ta, nh\u01b0ng \u0111\u1ea1i d\u1ecbch Covid-19 th\u00fac \u0111\u1ea9y \u0111i\u1ec1u n\u00e0y nhanh ch\u00f3ng h\u01a1n. \u0110\u1ea1i d\u1ecbch Covid 19 c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c coi l\u00e0 hi\u1ec7n t\u01b0\u1ee3ng \u2018thi\u00ean nga \u0111en\u2019 trong n\u1ec1n kinh t\u1ebf t\u00e0i ch\u00ednh, \u00e1m […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[196,157,219],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/5242"}],"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=5242"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/5242\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=5242"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=5242"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=5242"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}