{"id":5252,"date":"2023-11-30T02:29:14","date_gmt":"2023-11-30T02:29:14","guid":{"rendered":"https:\/\/masterskills.org\/blog\/?p=5252"},"modified":"2023-11-29T12:36:40","modified_gmt":"2023-11-29T12:36:40","slug":"xay-dung-tam-nhin-trai-nghiem-khach-hang","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/xay-dung-tam-nhin-trai-nghiem-khach-hang.html","title":{"rendered":"X\u00e2y D\u1ef1ng T\u1ea7m Nh\u00ecn Tr\u1ea3i Nghi\u1ec7m Kh\u00e1ch H\u00e0ng"},"content":{"rendered":"<p>T\u1ea7m nh\u00ecn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t tuy\u00ean b\u1ed1 \u0111\u1ea7y mong mu\u1ed1n v\u1ec1 c\u00e1ch doanh nghi\u1ec7p b\u1ea1n ch\u1ecdn \u0111\u1ec3 ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng. \u0110\u00f3 l\u00e0 ti\u00eau chu\u1ea9n \u0111\u1ec3 nh\u00e2n vi\u00ean ti\u1ebfp t\u1ee5c ph\u1ea5n \u0111\u1ea5u v\u00e0 l\u00e0 y\u1ebfu t\u1ed1 ti\u00ean quy\u1ebft m\u00e0 c\u00f4ng ty nh\u00ecn v\u00e0o khi \u0111\u01b0a ra c\u00e1c quy\u1ebft \u0111\u1ecbnh c\u00f3 th\u1ec3 s\u1ebd \u1ea3nh h\u01b0\u1edfng t\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh. T\u1ea7m nh\u00ecn \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng v\u00e0 truy\u1ec1n \u0111\u1ea1t r\u00f5 r\u00e0ng s\u1ebd l\u00e0 ngu\u1ed3n c\u1ea3m h\u1ee9ng cho h\u00e0nh \u0111\u1ed9ng c\u1ee7a m\u1ecdi th\u00e0nh vi\u00ean trong c\u00f4ng ty.<\/p>\n<p><b>Ti\u00eau ch\u00ed tuy\u00ean b\u1ed1 t\u1ea7m nh\u00ecn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/b><\/p>\n<p>+ \u0110\u01a1n gi\u1ea3n v\u00e0 r\u00f5 r\u00e0ng<\/p>\n<p>+ G\u1eafn v\u1edbi m\u1ee5c ti\u00eau c\u1ee5 th\u1ec3<\/p>\n<p>+ Thu\u1ed9c s\u1edf h\u1eefu c\u1ee7a nh\u00e0 \u0111i\u1ec1u h\u00e0nh<\/p>\n<p>+ Ch\u1ec9 ra l\u1ed9 tr\u00ecnh r\u00f5 r\u00e0ng v\u1ec1 c\u00e1c m\u1ed1c quan tr\u1ecdng<\/p>\n<p>+ Ph\u1ed5 bi\u1ebfn v\u00e0 c\u00f3 th\u1ec3 l\u1eb7p l\u1ea1i \u1edf m\u1ed7i c\u1ea5p c\u1ee7a t\u1ed5 ch\u1ee9c<\/p>\n<p>V\u00ed d\u1ee5 v\u1ec1 t\u1ea7m nh\u00ecn CX truy\u1ec1n \u0111\u1ea7y c\u1ea3m h\u1ee9ng t\u1eeb c\u00e1c doanh nghi\u1ec7p:<\/p>\n<ul>\n<li>\u201cCh\u00fang t\u00f4i tin r\u1eb1ng vi\u1ec7c mua k\u00ednh ph\u1ea3i d\u1ec5 d\u00e0ng v\u00e0 th\u00fa v\u1ecb. N\u00f3 s\u1ebd khi\u1ebfn b\u1ea1n h\u1ea1nh ph\u00fac v\u00e0 \u0111\u1eb9p h\u01a1n, x\u1ee9ng \u0111\u00e1ng v\u1edbi \u0111\u1ed3ng ti\u1ec1n m\u00e0 b\u1ea1n ph\u1ea3i b\u1ecf ra.\u201d \u2013 Warby Parker<\/li>\n<li>\u201cMang \u0111\u1ebfn nh\u1eefng tr\u1ea3i nghi\u1ec7m \u0111\u1eb7c bi\u1ec7t v\u1edbi m\u1ed7i l\u1ea7n t\u01b0\u01a1ng t\u00e1c \u0111\u1ea7u ti\u00ean, t\u1ea1o ra nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 \u1edf l\u1ea1i v\u1edbi Hagerty m\u00e0 c\u00f2n chia s\u1ebb cho ng\u01b0\u1eddi th\u00e2n c\u1ee7a h\u1ecd v\u1ec1 \u0111i\u1ec1u \u0111\u00f3.\u201d \u2013 Hagerty<\/li>\n<li>\u201cT\u1ea1i American Express, ch\u00fang t\u00f4i c\u00f3 s\u1ee9 m\u1ec7nh tr\u1edf th\u00e0nh th\u01b0\u01a1ng hi\u1ec7u d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c t\u00f4n tr\u1ecdng nh\u1ea5t th\u1ebf gi\u1edbi. \u0110\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u n\u00e0y, ch\u00fang t\u00f4i \u0111\u00e3 thi\u1ebft l\u1eadp m\u1ed9t v\u0103n h\u00f3a d\u1ecbch v\u1ee5 doanh nghi\u1ec7p t\u1ee9c l\u00e0 h\u1ed7 tr\u1ee3 c\u00e1c th\u00e0nh vi\u00ean trong nh\u00f3m c\u1ee7a m\u00ecnh \u0111\u1ec3 h\u1ecd c\u00f3 th\u1ec3 cung c\u1ea5p d\u1ecbch v\u1ee5 \u0111\u1eb7c bi\u1ec7t cho kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh.\u201d \u2013 American Express.<\/li>\n<\/ul>\n<p>T\u1ea7m nh\u00ecn c\u1ee7a b\u1ea1n s\u1ebd kh\u00f4ng bao gi\u1edd tr\u1edf th\u00e0nh hi\u1ec7n th\u1ef1c n\u1ebfu m\u1ecdi th\u00e0nh vi\u00ean trong c\u00f4ng ty kh\u00f4ng \u0111\u1ea7u t\u01b0 th\u1eddi gian v\u00e0 n\u0103ng l\u01b0\u1ee3ng trong c\u00f4ng vi\u1ec7c. B\u1ea1n h\u00e3y d\u00e0nh th\u1eddi gian \u0111\u1ec3 truy\u1ec1n \u0111\u1ea1t t\u1ea7m nh\u00ecn c\u00f3 \u00fd ngh\u0129a nh\u01b0 th\u1ebf n\u00e0o v\u00e0 vai tr\u00f2 c\u1ee7a m\u1ed7i ng\u01b0\u1eddi \u0111\u1ed1i v\u1edbi s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a c\u00f4ng ty.<\/p>\n<p><b>Li\u00ean k\u1ebft v\u00e0 h\u00e0nh \u0111\u1ed9ng c\u1ee7a c\u00f4ng ty<\/b><\/p>\n<p>S\u1ef1 li\u00ean k\u1ebft c\u00f3 ngh\u0129a l\u00e0 t\u1ea5t c\u1ea3 c\u00e1c th\u00e0nh vi\u00ean trong t\u1ed5 ch\u1ee9c \u0111ang ti\u1ebfn t\u1edbi c\u00f9ng m\u1ed9t t\u1ea7m nh\u00ecn v\u00e0 m\u1ed7i b\u1ed9 ph\u1eadn hay c\u00e1 nh\u00e2n ph\u1ea3i hi\u1ec3u ch\u00ednh x\u00e1c h\u00e0nh \u0111\u1ed9ng h\u1ecd c\u1ea7n th\u1ef1c hi\u1ec7n \u0111\u1ec3 gi\u00fap hi\u1ec7n th\u1ef1c h\u00f3a t\u1ea7m nh\u00ecn \u0111\u00f3.\u00a0N\u00f3i chung, h\u00e0nh \u0111\u1ed9ng \u0111\u1ec1 c\u1eadp \u0111\u1ebfn c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<p><b>C\u00e1c chi\u1ebfn l\u01b0\u1ee3c ho\u1ea1t \u0111\u1ed9ng c\u1ea7n xem x\u00e9t:<\/b><\/p>\n<ol>\n<li>G\u1eafn c\u00e1c m\u1ee5c ti\u00eau quan tr\u1ecdng t\u1edbi c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac c\u1ee7a doanh nghi\u1ec7p<\/li>\n<li>T\u1ea1o v\u00e0 s\u1eafp x\u1ebfp c\u00e1c nh\u00f3m ch\u1ee9c n\u0103ng ch\u00e9o h\u01b0\u1edbng t\u1edbi c\u00e1c m\u1ee5c ti\u00eau \u0111\u01a1n l\u1ebb<\/li>\n<\/ol>\n<p><b>\u0110\u1eb7t m\u1ee5c ti\u00eau xung quanh t\u1ea7m nh\u00ecn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/b><\/p>\n<p>\u0110\u1ec3 c\u00e1c nh\u00e2n vi\u00ean trong t\u1ed5 ch\u1ee9c c\u00f3 \u0111\u1ed9ng l\u1ef1c v\u00e0 cam k\u1ebft v\u1edbi v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m, b\u1ea1n n\u00ean \u0111\u1eb7t ra c\u00e1c m\u1ee5c ti\u00eau r\u00f5 r\u00e0ng cho c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh h\u00e0nh \u0111\u1ed9ng v\u00e0 c\u00f3 r\u00e0ng bu\u1ed9c v\u1ec1 m\u1eb7t quy\u1ec1n l\u1ee3i, tr\u00e1ch nhi\u1ec7m \u0111\u1ed1i v\u1edbi m\u1ed7i nh\u00e2n vi\u00ean. \u0110i\u1ec1u n\u00e0y s\u1ebd gi\u00fap m\u1ecdi ng\u01b0\u1eddi ch\u1ee7 \u0111\u1ed9ng k\u1ebf ho\u1ea1ch l\u00e0m vi\u1ec7c m\u00e0 \u0111i \u0111\u00fang h\u01b0\u1edbng \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau cao nh\u1ea5t.<\/p>\n<p>Ngo\u00e0i ra, doanh nghi\u1ec7p c\u1ea7n t\u1eadp trung x\u00e2y d\u1ef1ng \u0111\u01b0\u1ee3c m\u1ed9t trang\u00a0platform \u0111\u1ec3 theo d\u00f5i\u00a0ti\u1ebfn tr\u00ecnh \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau c\u1ee7a m\u00ecnh,\u00a0v\u00e0 x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c quy\u1ec1n truy c\u1eadp d\u1eef li\u1ec7u c\u1ee7a m\u1ed7i nh\u00e2n vi\u00ean. Nh\u01b0 v\u1eady, c\u00e1c nh\u00e2n vi\u00ean c\u00f3 th\u1ec3 ch\u1ee7 \u0111\u1ed9ng v\u00e0 nhanh ch\u00f3ng xem c\u00e1c d\u1eef li\u1ec7u ph\u00e2n t\u00edch kh\u00e1ch h\u00e0ng c\u00f3 li\u00ean quan \u0111\u1ebfn h\u1ecd, \u0111\u1ed3ng th\u1eddi c\u00f3 th\u1ec3 xem th\u00f4ng tin t\u1eeb t\u1ed5ng quan \u0111\u1ebfn chi ti\u1ebft l\u1ecbch s\u1eed giao d\u1ecbch, h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. T\u1eeb \u0111\u00f3 k\u1ecbp th\u1eddi \u0111\u01b0a ra c\u00e1c k\u1ebf ho\u1ea1ch h\u00e0nh \u0111\u1ed9ng ph\u00f9 h\u1ee3p v\u1edbi m\u1ee5c ti\u00eau.<\/p>\n<p>Trang platform c\u00f3 th\u1ec3 \u0111\u1ecbnh c\u1ea5u h\u00ecnh s\u1ebd cho ph\u00e9p xem c\u00e1c ch\u1ec9 s\u1ed1 nh\u01b0:<\/p>\n<ul>\n<li>Xem ch\u1ec9 s\u1ed1 NPS (Net Promoter Score) hi\u1ec7n t\u1ea1i v\u00e0 xu h\u01b0\u1edbng l\u1ecbch s\u1eed.<\/li>\n<li>Theo d\u00f5i m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a t\u1eebng \u0111\u1ea1i di\u1ec7n b\u00e1n h\u00e0ng.<\/li>\n<li>Xem v\u1ecb tr\u00ed c\u1eeda h\u00e0ng n\u00e0o c\u00f3 ch\u1ec9 s\u1ed1 NPS cao nh\u1ea5t.<\/li>\n<li>Theo d\u00f5i CSAT (Customer Satisfaction Score) theo v\u1ecb tr\u00ed \u0111\u1ecba l\u00fd.<\/li>\n<li>Theo d\u00f5i c\u00e1c ch\u1ee7 \u0111\u1ec1 th\u1ecbnh h\u00e0nh.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>T\u1ea7m nh\u00ecn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t tuy\u00ean b\u1ed1 \u0111\u1ea7y mong mu\u1ed1n v\u1ec1 c\u00e1ch doanh nghi\u1ec7p b\u1ea1n ch\u1ecdn \u0111\u1ec3 ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng. \u0110\u00f3 l\u00e0 ti\u00eau chu\u1ea9n \u0111\u1ec3 nh\u00e2n vi\u00ean ti\u1ebfp t\u1ee5c ph\u1ea5n \u0111\u1ea5u v\u00e0 l\u00e0 y\u1ebfu t\u1ed1 ti\u00ean quy\u1ebft m\u00e0 c\u00f4ng ty nh\u00ecn v\u00e0o khi \u0111\u01b0a ra c\u00e1c quy\u1ebft \u0111\u1ecbnh c\u00f3 th\u1ec3 s\u1ebd [&hellip;]<\/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\/5252"}],"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=5252"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/5252\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=5252"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=5252"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=5252"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}