{"id":52431,"date":"2023-12-20T03:36:53","date_gmt":"2023-12-19T20:36:53","guid":{"rendered":"https:\/\/masterskills.org\/blog\/3-chien-luoc-giao-tiep-voi-khach-hang-trong-dai-dich.html"},"modified":"2023-12-20T03:36:53","modified_gmt":"2023-12-19T20:36:53","slug":"3-chien-luoc-giao-tiep-voi-khach-hang-trong-dai-dich","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/3-chien-luoc-giao-tiep-voi-khach-hang-trong-dai-dich.html","title":{"rendered":"3 chi\u1ebfn l\u01b0\u1ee3c giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng trong \u0111\u1ea1i d\u1ecbch"},"content":{"rendered":"
Covid-19 xu\u1ea5t hi\u1ec7n \u0111\u00e3 t\u1ea1o ra nh\u1eefng th\u00e1ch th\u1ee9c m\u1edbi cho m\u1ecdi ng\u01b0\u1eddi tr\u00ean to\u00e0n c\u1ea7u \u2013 th\u00f3i quen chi ti\u00eau c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng \u0111\u00e3 thay \u0111\u1ed5i \u0111\u00e1ng k\u1ec3, c\u00f9ng l\u00fac \u0111\u00f3, c\u00e1c nh\u00e0 b\u00e1n l\u1ebb c\u0169ng bu\u1ed9c ph\u1ea3i g\u1ea5p r\u00fat th\u00edch \u1ee9ng. Nhu c\u1ea7u mua h\u00e0ng t\u1ea1p h\u00f3a v\u00e0 giao \u0111\u1ed3 \u0103n t\u0103ng v\u1ecdt, trong khi chi ti\u00eau cho qu\u1ea7n \u00e1o, l\u00e0m \u0111\u1eb9p, gi\u1ea3i tr\u00ed v\u00e0 \u0111\u1ed3 ch\u01a1i \u0111\u00e3 gi\u1ea3m \u0111\u00e1ng k\u1ec3.<\/p>\n

Trong khi nhi\u1ec1u nh\u00e0 b\u00e1n l\u1ebb nh\u1eadn th\u1ea5y: \u1edf th\u1eddi \u0111i\u1ec3m n\u00e0y, website c\u1ee7a h\u1ecd \u0111\u00e3 tr\u1edf th\u00e0nh c\u1eeda h\u00e0ng duy nh\u1ea5t th\u00ec c\u00f3 r\u1ea5t nhi\u1ec1u doanh nghi\u1ec7p cung c\u1ea5p c\u00e1c nhu y\u1ebfu ph\u1ea9m l\u1ea1i ph\u1ea3i \u0111\u1ed1i m\u1eb7t v\u1edbi m\u1ed9t lo\u1ea1t th\u00e1ch th\u1ee9c ri\u00eang. \u0110\u00e1ng k\u1ec3 nh\u1ea5t ph\u1ea3i k\u1ec3 t\u1edbi: nhu c\u1ea7u li\u00ean quan t\u1edbi c\u00e1c m\u1eb7t h\u00e0ng nh\u01b0 n\u01b0\u1edbc r\u1eeda tay t\u0103ng m\u1ea1nh v\u00e0 b\u1ea5t ng\u1edd, k\u1ebft h\u1ee3p v\u1edbi s\u1ef1 gi\u00e1n \u0111o\u1ea1n trong chu\u1ed7i cung \u1ee9ng, d\u1eabn \u0111\u1ebfn t\u00ecnh tr\u1ea1ng h\u1ebft h\u00e0ng \u0111\u1ec3 b\u00e1n. Ho\u1eb7c, c\u00e1c giao th\u1ee9c an to\u00e0n trong giai \u0111o\u1ea1n gi\u00e3n c\u00e1ch x\u00e3 h\u1ed9i, bao g\u1ed3m \u0111\u00f3ng c\u1eeda c\u1eeda h\u00e0ng v\u00e0 thay \u0111\u1ed5i gi\u1edd ho\u1ea1t \u0111\u1ed9ng, v.v, c\u1ea7n ph\u1ea3i \u0111\u01b0\u1ee3c \u0111\u01b0a ra v\u00e0 th\u00f4ng b\u00e1o cho kh\u00e1ch h\u00e0ng.<\/p>\n

\"Truy<\/p>\n

Truy v\u1ea5n v\u1ec1 c\u00e1c s\u1ea3n ph\u1ea9m c\u00f2n h\u00e0ng \u0111\u00e3 t\u0103ng 70% trong tu\u1ea7n cu\u1ed1i c\u1ee7a th\u00e1ng 3<\/p>\n<\/div>\n

Trong khi \u0111\u00f3, v\u1ec1 ph\u00eda kh\u00e1ch h\u00e0ng h\u1ecd l\u1ea1i mu\u1ed1n bi\u1ebft khi n\u00e0o c\u1eeda h\u00e0ng m\u1edf c\u1eeda tr\u1edf l\u1ea1i v\u00e0 li\u1ec7u vi\u1ec7c h\u1ecd quy\u1ebft \u0111\u1ecbnh ra kh\u1ecfi nh\u00e0 \u0111i mua \u0111\u1ed3 c\u00f3 x\u1ee9ng \u0111\u00e1ng \u0111\u1ec3 m\u1ea1o hi\u1ec3m hay kh\u00f4ng. D\u1eef li\u1ec7u c\u1ee7a Google T\u00ecm ki\u1ebfm cho th\u1ea5y, c\u00e1c truy v\u1ea5n v\u1ec1 c\u00e1c s\u1ea3n ph\u1ea9m c\u00f2n h\u00e0ng \u0111\u00e3 t\u0103ng 70% v\u00e0 c\u00e1c t\u00ecm ki\u1ebfm v\u1ec1 vi\u1ec7c \u0111\u00f3ng c\u1eeda h\u00e0ng \u0111\u00e3 t\u0103ng tr\u00ean to\u00e0n c\u1ea7u h\u01a1n 300% trong tu\u1ea7n cu\u1ed1i c\u00f9ng c\u1ee7a th\u00e1ng 3. C\u1ee5m t\u1eeb \u201cc\u1eeda h\u00e0ng qu\u1ea7n \u00e1o m\u1edf c\u1eeda\u201d \u0111\u00e3 ghi nh\u1eadn t\u0103ng 900% v\u1ec1 nhu c\u1ea7u t\u00ecm ki\u1ebfm so v\u1edbi n\u0103m tr\u01b0\u1edbc, c\u1ee5 th\u1ec3 \u1edf c\u00e1c t\u00ecm ki\u1ebfm ph\u1ed5 bi\u1ebfn nh\u01b0: \u201cc\u1eeda h\u00e0ng qu\u1ea7n \u00e1o \u0111ang m\u1edf \u1edf g\u1ea7n t\u00f4i\u201d v\u00e0 \u201ckhi n\u00e0o th\u00ec c\u1eeda h\u00e0ng qu\u1ea7n \u00e1o m\u1edf c\u1eeda\u201d.<\/p>\n

V\u1edbi r\u1ea5t nhi\u1ec1u thay \u0111\u1ed5i m\u1ed7i ng\u00e0y d\u1eabn \u0111\u1ebfn nhi\u1ec1u th\u1eafc m\u1eafc, kh\u00f4ng c\u00f3 g\u00ec l\u1ea1 khi c\u00e1c c\u1eeda h\u00e0ng b\u00e1n l\u1ebb \u0111ang ph\u1ea3i \u0111\u1ed1i m\u1eb7t v\u1edbi l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi kh\u00f4ng ng\u1eebng t\u0103ng l\u00ean m\u1ed7i ng\u00e0y.<\/p>\n

M\u1ed9t s\u1ed1 nh\u00e0 b\u00e1n l\u1ebb \u0111ang s\u1eed d\u1ee5ng c\u00e1c gi\u1ea3i ph\u00e1p c\u00e1 nh\u00e2n h\u00f3a th\u00f4ng \u0111i\u1ec7p c\u00f9ng h\u00ecnh th\u1ee9c li\u00ean l\u1ea1c ph\u00f9 h\u1ee3p \u0111\u1ec3 kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng c\u00f3 \u0111\u01b0\u1ee3c th\u00f4ng tin h\u1ecd c\u1ea7n. \u0110\u1ed3ng th\u1eddi, h\u1ecd c\u0169ng \u0111ang tri\u1ec3n khai nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c \u0111\u1ec3 x\u00e2y d\u1ef1ng c\u00e1c m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i v\u1edbi kh\u00e1ch h\u00e0ng ngay khi \u0111\u1ea1i d\u1ecbch k\u1ebft th\u00fac.<\/p>\n

D\u01b0\u1edbi \u0111\u00e2y l\u00e0 ba chi\u1ebfn l\u01b0\u1ee3c giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng m\u00e0 c\u00e1c nh\u00e0 b\u00e1n l\u1ebb \u0111\u00e3 s\u1eed d\u1ee5ng, v\u1edbi k\u1ebft qu\u1ea3 thu v\u1ec1 kh\u00e1 t\u00edch c\u1ef1c v\u00e0 \u0111\u01b0\u1ee3c coi l\u00e0 nh\u1eefng gi\u1ea3i ph\u00e1p h\u1eefu \u00edch cho b\u1ea5t k\u1ef3 nh\u00e0 b\u00e1n l\u1ebb n\u00e0o tr\u01b0\u1edbc khi c\u00f3 th\u1ec3 m\u1edf c\u1eeda tr\u1edf l\u1ea1i.<\/p>\n

Hi\u1ec3n th\u1ecb th\u00f4ng tin kh\u00e1ch h\u00e0ng mu\u1ed1n \u0111\u1ecdc nh\u1ea5t<\/h2>\n

V\u1edbi l\u01b0\u1ee3ng h\u00e0ng t\u1ed3n kho bi\u1ebfn \u0111\u1ed9ng nhanh ch\u00f3ng v\u00e0 c\u00e1c c\u1eeda h\u00e0ng t\u1ea1m th\u1eddi \u0111\u00f3ng c\u1eeda, kh\u00e1ch h\u00e0ng c\u1ea7n th\u00f4ng tin theo th\u1eddi gian th\u1ef1c m\u00e0 h\u1ecd c\u00f3 th\u1ec3 tin t\u01b0\u1edfng. \u0110\u1ec3 \u0111\u00e1p l\u1ea1i, r\u1ea5t nhi\u1ec1u th\u01b0\u01a1ng hi\u1ec7u \u0111ang hi\u1ec3n th\u1ecb th\u00f4ng tin v\u00e0 nh\u1eefng thay \u0111\u1ed5i quan tr\u1ecdng tr\u00ean trang ch\u1ee7 c\u1ee7a website, trong h\u1ed3 s\u01a1 doanh nghi\u1ec7p c\u1ee7a h\u1ecd tr\u00ean Google v\u00e0 qua tin nh\u1eafn t\u1ea1i c\u00e1c trung t\u00e2m cu\u1ed9c g\u1ecdi.<\/p>\n

V\u00e0 kh\u00e1ch h\u00e0ng \u0111ang \u0111\u00e1nh gi\u00e1 cao vi\u1ec7c l\u00e0m n\u00e0y: Nghi\u00ean c\u1ee9u m\u1edbi \u0111\u00e2y cho th\u1ea5y 50% ng\u01b0\u1eddi ti\u00eau d\u00f9ng Hoa K\u1ef3 n\u00f3i r\u1eb1ng th\u01b0\u01a1ng hi\u1ec7u c\u00f3 th\u1ec3 h\u1eefu \u00edch nh\u1ea5t cho h\u1ecd \u1edf th\u1eddi \u0111i\u1ec3m n\u00e0y b\u1eb1ng c\u00e1ch \u0111\u1eb7t ra nh\u1eefng k\u1ef3 v\u1ecdng th\u1ef1c t\u1ebf li\u00ean quan \u0111\u1ebfn t\u00ednh s\u1eb5n c\u00f3 ho\u1eb7c t\u00e1c \u0111\u1ed9ng \u0111\u1ebfn s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a h\u1ecd.<\/p>\n

\"Ch\u1ee7<\/p>\n

Ch\u1ee7 \u0111\u1ed9ng h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng tr\u00ean c\u00e1c k\u00eanh mua s\u1eafm kh\u00e1c nhau<\/p>\n<\/div>\n

Ngo\u00e0i s\u1ef1 s\u1eb5n c\u00f3 c\u1ee7a c\u00e1c s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5, c\u00e1c nh\u00e0 b\u00e1n l\u1ebb c\u0169ng n\u00ean c\u00f3 th\u00f4ng b\u00e1o v\u1ec1 c\u00e1ch h\u1ecd s\u1ebd ph\u1ea3n \u1ee9ng v\u1edbi nh\u1eefng h\u00ecnh th\u1ee9c mua s\u1eafm kh\u00e1c nhau c\u1ee7a kh\u00e1ch h\u00e0ng. 60% kh\u00e1ch h\u00e0ng n\u00f3i r\u1eb1ng c\u00e1c c\u1eeda h\u00e0ng c\u00f3 th\u1ec3 h\u1eefu \u00edch b\u1eb1ng c\u00e1ch \u0111\u1ea7u t\u01b0 v\u00e0o c\u00e1c d\u1ecbch v\u1ee5 nh\u1eadn v\u00e0 giao h\u00e0ng \u1edf l\u1ec1 \u0111\u01b0\u1eddng. \u0110\u00e2y c\u0169ng l\u00e0 l\u00fd do c\u00e1c t\u00ecm ki\u1ebfm \u201c\u0111\u00f3n \u1edf l\u1ec1 \u0111\u01b0\u1eddng\u201d tr\u00ean to\u00e0n c\u1ea7u \u0111\u00e3 t\u0103ng h\u01a1n 3000% so v\u1edbi n\u0103m ngo\u00e1i.<\/p>\n

Do c\u00e1c c\u1eeda h\u00e0ng \u0111\u00e3 b\u1ed5 sung c\u00e1c gi\u1ea3i ph\u00e1p thay th\u1ebf cho vi\u1ec7c mua h\u00e0ng t\u1ea1i c\u1eeda h\u00e0ng, n\u00ean vi\u1ec7c c\u1eadp nh\u1eadt th\u00f4ng tin l\u00e0 r\u1ea5t quan tr\u1ecdng \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng li\u1ec1n m\u1ea1ch, \u0111\u1eb7c bi\u1ec7t l\u00e0 nh\u1eefng ng\u01b0\u1eddi mua l\u1ea7n \u0111\u1ea7u ti\u00ean \u2013 hi\u1ec7n \u0111ang chi\u1ebfm 15% trong s\u1ed1 t\u1ed5ng l\u01b0\u1ee3ng mua. V\u1edbi c\u00e1c ph\u01b0\u01a1ng th\u1ee9c ti\u00eau d\u00f9ng thay \u0111\u1ed5i, kh\u00e1ch h\u00e0ng s\u1ebd c\u1ea3m \u01a1n b\u1ea1n n\u1ebfu c\u00f3 nh\u1eefng h\u00ecnh th\u1ee9c t\u01b0\u01a1ng t\u00e1c, h\u1ed7 tr\u1ee3 v\u00e0 c\u1eadp nh\u1eadt th\u00f4ng tin hi\u1ec7u qu\u1ea3.<\/p>\n

X\u00f3a b\u1ecf s\u1ef1 kh\u00f3 ch\u1ecbu nh\u1edd tr\u1ee3 gi\u00fap t\u1eeb xa<\/h2>\n

Khi kh\u00e1ch h\u00e0ng kh\u00f4ng th\u1ec3 t\u00ecm th\u1ea5y th\u00f4ng tin h\u1ecd c\u1ea7n tr\u1ef1c tuy\u1ebfn, b\u01b0\u1edbc ti\u1ebfp theo c\u1ee7a h\u1ecd th\u01b0\u1eddng l\u00e0 nh\u1ea5c \u0111i\u1ec7n tho\u1ea1i. Theo nghi\u00ean c\u1ee9u t\u1eeb PwC, 80% ng\u01b0\u1eddi ti\u00eau d\u00f9ng Hoa K\u1ef3 n\u00f3i r\u1eb1ng t\u1ed1c \u0111\u1ed9, s\u1ef1 ti\u1ec7n l\u1ee3i, s\u1ef1 tr\u1ee3 gi\u00fap th\u00f4ng th\u00e1i v\u00e0 d\u1ecbch v\u1ee5 th\u00e2n thi\u1ec7n l\u00e0 nh\u1eefng y\u1ebfu t\u1ed1 quan tr\u1ecdng nh\u1ea5t c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. V\u00e0 c\u0169ng c\u00f3 t\u1edbi 80% kh\u00e1ch h\u00e0ng th\u1eeba nh\u1eadn r\u1eb1ng r\u1ea5t kh\u00f3 \u0111\u1ec3 giao ti\u1ebfp v\u1edbi m\u1ed9t doanh nghi\u1ec7p.<\/p>\n

V\u1edbi kh\u1ed1i l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi hi\u1ec7n kh\u00f4ng th\u1ec3 qu\u1ea3n l\u00fd \u0111\u01b0\u1ee3c, c\u00e1c nh\u00e0 b\u00e1n l\u1ebb ph\u1ea3i t\u00ecm c\u00e1ch m\u1edbi \u0111\u1ec3 tr\u1ea3 l\u1eddi c\u00e1c c\u00e2u h\u1ecfi v\u00e0 m\u1ed1i quan t\u00e2m c\u1ee7a kh\u00e1ch h\u00e0ng. M\u1ed9t cu\u1ed9c g\u1ecdi c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 khi\u1ebfn doanh nghi\u1ec7p m\u1ea5t chi ph\u00ed t\u1eeb 100.000\u0111 \u2013 300.000\u0111, v\u00ec v\u1eady vi\u1ec7c ch\u1ecdn cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ch\u1ee7 y\u1ebfu qua tin nh\u1eafn v\u00e0 live chat c\u00f3 th\u1ec3 gi\u00fap th\u01b0\u01a1ng hi\u1ec7u ti\u1ebft ki\u1ec7m chi ph\u00ed v\u00e0 th\u1eddi gian cho kh\u00e1ch h\u00e0ng.<\/p>\n

Nghi\u00ean c\u1ee9u t\u1eeb Deloitte Digital cho th\u1ea5y 59% ng\u01b0\u1eddi ti\u00eau d\u00f9ng n\u00f3i r\u1eb1ng vi\u1ec7c nh\u1eafn tin cho m\u1ed9t doanh nghi\u1ec7p s\u1ebd gi\u00fap h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i nhanh h\u01a1n so v\u1edbi c\u00e1c k\u00eanh t\u01b0\u01a1ng t\u00e1c truy\u1ec1n th\u1ed1ng. Khi Safeway, m\u1ed9t chu\u1ed7i c\u1eeda h\u00e0ng t\u1ea1p h\u00f3a l\u1edbn c\u1ee7a Hoa K\u1ef3, nh\u1eadn th\u1ea5y s\u1ed1 l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi cao g\u1ea5p 20 l\u1ea7n m\u1ee9c th\u00f4ng th\u01b0\u1eddng v\u00e0 ng\u01b0\u1eddi g\u1ecdi \u0111ang ph\u1ea3i ch\u1edd t\u1edbi hai gi\u1edd, h\u1ecd \u0111\u00e3 quy\u1ebft \u0111\u1ecbnh cung c\u1ea5p cho kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch kh\u00e1c \u0111\u1ec3 li\u00ean l\u1ea1c.<\/p>\n

C\u00f4ng ty \u0111\u00e3 ph\u1ea3n h\u1ed3i b\u1eb1ng c\u00e1ch tri\u1ec3n khai Google Business Messages \u2013 m\u1ed9t k\u00eanh tr\u00f2 chuy\u1ec7n tr\u00ean thi\u1ebft b\u1ecb di \u0111\u1ed9ng cho ph\u00e9p kh\u00e1ch h\u00e0ng k\u1ebft n\u1ed1i tr\u1ef1c ti\u1ebfp v\u1edbi c\u1eeda h\u00e0ng Safeway t\u1ea1i \u0111\u1ecba ph\u01b0\u01a1ng c\u1ee7a h\u1ecd th\u00f4ng qua Google T\u00ecm ki\u1ebfm v\u00e0 Google Maps th\u00f4ng qua n\u00fat \u201cNh\u1eafn tin\u201d. C\u00e1ch l\u00e0m n\u00e0y \u0111\u00e3 gi\u00fap kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng c\u1eadp nh\u1eadt v\u1ec1 gi\u1edd m\u1edf c\u1eeda, c\u00e1c t\u00f9y ch\u1ecdn nh\u1eadn v\u00e0 giao h\u00e0ng, c\u00e1c bi\u1ec7n ph\u00e1p ph\u00f2ng ng\u1eeba COVID-19, v.v. Sau khi tri\u1ec3n khai, l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi t\u1edbi t\u1ed5ng \u0111\u00e0i Safeway \u0111\u00e3 gi\u1ea3m xu\u1ed1ng, trong khi m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c c\u1ea3i thi\u1ec7n \u0111\u00e1ng k\u1ec3.<\/p>\n

Cameron Craig, Ph\u00f3 ch\u1ee7 t\u1ecbch thi\u1ebft k\u1ebf s\u1ea3n ph\u1ea9m k\u1ef9 thu\u1eadt s\u1ed1 t\u1ea1i Albertsons, c\u00f4ng ty m\u1eb9 c\u1ee7a Safeway, n\u00f3i r\u1eb1ng kh\u00e1ch h\u00e0ng th\u01b0\u1eddng ch\u1ecdn nh\u1eafn tin h\u01a1n l\u00e0 g\u1ecdi \u0111i\u1ec7n tho\u1ea1i. Craig c\u0169ng cho bi\u1ebft, kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 \u0111\u00e1nh gi\u00e1 cao th\u1eddi gian gi\u1ea3i quy\u1ebft nhanh h\u01a1n m\u00e0 ph\u00e2n t\u00edch k\u1ef9 thu\u1eadt s\u1ed1 sau \u0111\u00f3 \u0111\u01b0\u1ee3c t\u1ea1o ra b\u1edfi nh\u1eefng t\u01b0\u01a1ng t\u00e1c n\u00e0y \u0111ang gi\u00fap c\u00f4ng ty hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 \u00fd \u0111\u1ecbnh v\u00e0 mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng, \u0111i\u1ec1u n\u00e0y \u0111\u00e3 gi\u00fap Safeway ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd t\u1ed1t h\u01a1n tr\u00ean c\u00e1c k\u00eanh.<\/p>\n

\"C\u00e1<\/p>\n

C\u00e1 nh\u00e2n ho\u00e1 tr\u1ea3i nghi\u1ec7m trong t\u1eebng t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

Cung c\u1ea5p tr\u1ea3i nghi\u1ec7m c\u00e1 nh\u00e2n h\u00f3a<\/h2>\n

Ng\u00e0y c\u00e0ng c\u00f3 nhi\u1ec1u ng\u01b0\u1eddi t\u01b0\u01a1ng t\u00e1c l\u1ea7n \u0111\u1ea7u v\u1edbi c\u00e1c th\u01b0\u01a1ng hi\u1ec7u, do v\u1eady, vi\u1ec7c x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng b\u1eaft \u0111\u1ea7u b\u1eb1ng c\u00e1c giao ti\u1ebfp kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng, h\u1eefu \u00edch, th\u00e2n thi\u1ec7n v\u00e0 t\u00f9y ch\u1ec9nh l\u00e0 \u0111\u1eb7c bi\u1ec7t quan tr\u1ecdng. Tr\u00ean th\u1ef1c t\u1ebf, khi kh\u00e1ch h\u00e0ng nh\u1eadn \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m c\u00e1 nh\u00e2n h\u00f3a, h\u1ecd c\u00f3 kh\u1ea3 n\u0103ng mua l\u1ea1i cao h\u01a1n 44%, theo Forrester.<\/p>\n

C\u00e1c gi\u1ea3i ph\u00e1p tr\u00f2 chuy\u1ec7n cung c\u1ea5p th\u00f4ng tin ph\u00f9 h\u1ee3p, k\u1ecbp th\u1eddi l\u00e0 m\u1ed9t trong nh\u1eefng c\u00e1ch m\u00e0 c\u00e1c th\u01b0\u01a1ng hi\u1ec7u nh\u01b0 Safeway \u0111ang \u0111\u1ea1t \u0111\u01b0\u1ee3c s\u1ef1 c\u00e1 nh\u00e2n h\u00f3a, \u0111\u1ed3ng th\u1eddi h\u1ee3p l\u00fd h\u00f3a vi\u1ec7c giao ti\u1ebfp.<\/p>\n

Vi\u1ec7c cung c\u1ea5p cho kh\u00e1ch h\u00e0ng th\u00f4ng tin h\u1ecd c\u1ea7n l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng \u0111\u1ec3 t\u1ea1o n\u00ean s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 duy tr\u00ec vi\u1ec7c \u1edf l\u1ea1i l\u00e2u h\u01a1n c\u1ee7a kh\u00e1ch h\u00e0ng. Cho d\u00f9 tr\u1ea3 l\u1eddi c\u00e2u h\u1ecfi v\u1ec1 h\u00e0ng t\u1ed3n kho hay \u0111\u1ea3m b\u1ea3o v\u1edbi kh\u00e1ch h\u00e0ng r\u1eb1ng c\u00e1c bi\u1ec7n ph\u00e1p an to\u00e0n \u0111\u01b0\u1ee3c \u00e1p d\u1ee5ng, c\u00e1c chi\u1ebfn l\u01b0\u1ee3c giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n trong giai \u0111o\u1ea1n Covid-19 c\u00f3 th\u1ec3 mang t\u1edbi \u00fd ngh\u0129a r\u1ea5t s\u00e2u r\u1ed9ng.<\/p>\n

\u0110\u1ed3ng th\u1eddi, vi\u1ec7c x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh v\u00e0 l\u00f2ng tin c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e2u d\u00e0i ph\u1ee5 thu\u1ed9c v\u00e0o vi\u1ec7c ph\u00e1t tri\u1ec3n m\u1ed9t chu\u1ed7i li\u00ean l\u1ea1c hai chi\u1ec1u c\u00f3 th\u1ec3 m\u1edf r\u1ed9ng \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o kh\u00e1ch h\u00e0ng nh\u1eadn \u0111\u01b0\u1ee3c nhi\u1ec1u h\u01a1n nh\u1eefng g\u00ec h\u1ecd c\u1ea7n, bao g\u1ed3m t\u1ea5t c\u1ea3 th\u00f4ng tin h\u1ecd mu\u1ed1n t\u00ecm hi\u1ec3u.<\/p>\n

Theo\u00a0Bart Jenniches<\/em><\/p>\n

B\u00e0i li\u00ean quan:<\/em><\/p>\n

    \n
  • Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1ef1c tuy\u1ebfn giai \u0111o\u1ea1n sau mua<\/em><\/li>\n
  • [Infographic] H\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

    Trong khi nhi\u1ec1u nh\u00e0 b\u00e1n l\u1ebb nh\u1eadn th\u1ea5y: \u1edf th\u1eddi \u0111i\u1ec3m n\u00e0y, website c\u1ee7a h\u1ecd \u0111\u00e3 tr\u1edf th\u00e0nh c\u1eeda h\u00e0ng duy nh\u1ea5t th\u00ec c\u00f3 r\u1ea5t nhi\u1ec1u doanh nghi\u1ec7p cung c\u1ea5p c\u00e1c nhu y\u1ebfu ph\u1ea9m l\u1ea1i ph\u1ea3i \u0111\u1ed1i m\u1eb7t v\u1edbi m\u1ed9t lo\u1ea1t th\u00e1ch th\u1ee9c ri\u00eang. \u0110\u00e1ng k\u1ec3 nh\u1ea5t ph\u1ea3i k\u1ec3 t\u1edbi: nhu c\u1ea7u li\u00ean quan t\u1edbi c\u00e1c m\u1eb7t h\u00e0ng nh\u01b0 n\u01b0\u1edbc r\u1eeda tay t\u0103ng m\u1ea1nh v\u00e0 b\u1ea5t ng\u1edd, k\u1ebft h\u1ee3p v\u1edbi s\u1ef1 gi\u00e1n \u0111o\u1ea1n trong chu\u1ed7i cung \u1ee9ng, d\u1eabn \u0111\u1ebfn t\u00ecnh tr\u1ea1ng h\u1ebft h\u00e0ng \u0111\u1ec3 b\u00e1n. Ho\u1eb7c, c\u00e1c giao th\u1ee9c an to\u00e0n trong giai \u0111o\u1ea1n gi\u00e3n c\u00e1ch x\u00e3 h\u1ed9i, bao g\u1ed3m \u0111\u00f3ng c\u1eeda c\u1eeda h\u00e0ng v\u00e0 thay \u0111\u1ed5i gi\u1edd ho\u1ea1t \u0111\u1ed9ng, v.v, c\u1ea7n ph\u1ea3i \u0111\u01b0\u1ee3c \u0111\u01b0a ra v\u00e0 th\u00f4ng b\u00e1o cho kh\u00e1ch h\u00e0ng.<\/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\/52431"}],"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=52431"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52431\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=52431"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=52431"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=52431"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}