{"id":5256,"date":"2023-11-30T03:53:22","date_gmt":"2023-11-30T03:53:22","guid":{"rendered":"https:\/\/masterskills.org\/blog\/?p=5256"},"modified":"2023-11-30T03:41:33","modified_gmt":"2023-11-30T03:41:33","slug":"3-vi-du-dien-hinh-ve-trai-nghiem-khach-hang-cx-vuot-troi","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/3-vi-du-dien-hinh-ve-trai-nghiem-khach-hang-cx-vuot-troi.html","title":{"rendered":"3 V\u00ed d\u1ee5 \u0111i\u1ec3n h\u00ecnh v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng CX v\u01b0\u1ee3t tr\u1ed9i"},"content":{"rendered":"

Airbnb, Disney World v\u00e0 Uber, ch\u00fang \u0111\u1ec1u l\u00e0 nh\u1eefng s\u1ea3n ph\u1ea9m bi\u1ec3u t\u01b0\u1ee3ng, v\u1edbi gi\u00e1 tr\u1ecb l\u00ean t\u1edbi h\u01a1n 100 t\u1ef7 \u0111\u00f4! C\u00e1c d\u1ecbch v\u1ee5 c\u1ee7a h\u1ecd kh\u00f4ng ch\u1ec9 mang \u0111\u1ebfn gi\u00e1 tr\u1ecb l\u1edbn, tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd c\u00f2n \u0111\u01b0\u1ee3c coi l\u00e0 nh\u1eefng tr\u1ea3i nghi\u1ec7m t\u1ed1t nh\u1ea5t, \u0111\u1ebfn m\u1ee9c nhi\u1ec1u ng\u01b0\u1eddi kh\u00f4ng nh\u1eadn ra \u0111\u01b0\u1ee3c nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c n\u1eb1m d\u01b0\u1edbi n\u00f3. N\u00f3i c\u00e1ch kh\u00e1c,\u00a0tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng CX\u00a0c\u1ee7a h\u1ecd ho\u00e0n to\u00e0n v\u00f4 h\u00ecnh.<\/p>\n

\u201cM\u1ed9t nh\u00e0 thi\u1ebft k\u1ebf gi\u1ecfi s\u1eafp x\u1ebfp s\u1ef1 h\u1ed7n lo\u1ea1n. M\u1ed9t nh\u00e0 thi\u1ebft k\u1ebf v\u0129 \u0111\u1ea1i lo\u1ea1i b\u1ecf h\u1ed7n lo\u1ea1n.\u201d<\/p><\/blockquote>\n

Khi thi\u1ebft k\u1ebf tr\u1ea3i nghi\u1ec7m v\u00e0 t\u01b0\u01a1ng t\u00e1c c\u1ee7a m\u1ed9t s\u1ea3n ph\u1ea9m, c\u00e2u h\u1ecfi t\u00f4i th\u01b0\u1eddng t\u1ef1 h\u1ecfi b\u1ea3n th\u00e2n m\u00ecnh l\u00e0: L\u00e0m sao gi\u1ea3m t\u1ed1i thi\u1ec3u thao t\u00e1c v\u00e0 kh\u00e1ch h\u00e0ng v\u1eabn c\u00f3 \u0111\u01b0\u1ee3c c\u00e1i h\u1ecd mu\u1ed1n?<\/p>\n

\u0110\u00f4i khi l\u00e0m thi\u1ebft k\u1ebf ch\u00fang ta b\u1ecb ph\u00e2n t\u00e2m b\u1edfi nhi\u1ec1u \u00fd t\u01b0\u1edfng khi suy ngh\u0129 v\u1ec1 m\u1ed9t tr\u1ea3i nghi\u1ec7m. Ch\u00fang ta th\u01b0\u1eddng quan t\u00e2m t\u1edbi ph\u1ea7n thi\u1ebft k\u1ebf sao cho \u0111\u1eb9p nhi\u1ec1u h\u01a1n l\u00e0 thi\u1ebft k\u1ebf sao cho d\u1ec5 d\u00f9ng, h\u01b0\u1edbng thi\u1ebft k\u1ebf n\u00e0y d\u1ec5 h\u00ecnh dung h\u01a1n, d\u1ec5 b\u1eaft \u0111\u1ea7u h\u01a1n, nh\u01b0ng kh\u00f4ng hi\u1ec7u qu\u1ea3. M\u1ed9t ph\u01b0\u01a1ng ph\u00e1p kh\u00e1c m\u00e0 t\u00f4i cho r\u1eb1ng n\u00f3 hi\u1ec7u qu\u1ea3 h\u01a1n, \u0111\u00f3 l\u00e0 l\u00e0m theo h\u01b0\u1edbng ng\u01b0\u1ee3c l\u1ea1i, ngh\u0129 v\u1ec1 ch\u1ee9c n\u0103ng tr\u01b0\u1edbc. H\u01b0\u1edbng thi\u1ebft k\u1ebf n\u00e0y cho ph\u00e9p b\u1ea1n ngh\u0129 xa h\u01a1n, b\u00ean ngo\u00e0i c\u00e1c y\u1ebfu t\u1ed1 v\u1ec1 giao di\u1ec7n v\u00e0 th\u1ef1c s\u1ef1 t\u1eadp trung v\u00e0o nh\u1eefng g\u00ec quan tr\u1ecdng.<\/p>\n

\u201cM\u1ed9t thi\u1ebft k\u1ebf ch\u1ec9 tr\u1edf th\u00e0nh \u0111i\u1ec1u hi\u1ec3n nhi\u00ean khi ta h\u1ed3i t\u01b0\u1edfng l\u1ea1i\u201d<\/em><\/p>\n

L\u00e0 m\u1ed9t nh\u00e0 thi\u1ebft k\u1ebf, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 ch\u00fang ta ph\u1ea3i suy ngh\u0129 to\u00e0n di\u1ec7n h\u01a1n v\u1ec1 m\u1ed9t s\u1ea3n ph\u1ea9m v\u00e0 tr\u1ea3i nghi\u1ec7m c\u1ee7a n\u00f3. Giao di\u1ec7n \u0111\u1eb9p l\u00e0 \u0111i\u1ec1u t\u1ed1t nh\u01b0ng m\u1ed9t tr\u1ea3i nghi\u1ec7m t\u1ed1t \u0111\u1ebfn m\u1ee9c khi\u1ebfn thi\u1ebft k\u1ebf giao di\u1ec7n c\u1ee7a n\u00f3 tr\u1edf n\u00ean hi\u1ec3n nhi\u00ean th\u00ec t\u1ed1t h\u01a1n h\u1ebft.<\/p>\n

Jared Spool, m\u1ed9t chuy\u00ean gia v\u1ec1 thi\u1ebft k\u1ebf v\u00e0 \u1ee9ng d\u1ee5ng n\u00f3i v\u1ec1 vi\u1ec7c Netflix t\u1ea1o m\u1ed9t cu\u1ed9c kh\u1ea3o s\u00e1t ng\u01b0\u1eddi d\u00f9ng v\u1ec1 \u0111i\u1ec1u g\u00ec h\u1ecd th\u00edch nh\u1ea5t v\u1ec1 d\u1ecbch v\u1ee5 c\u1ee7a h\u1ecd. Ng\u01b0\u1eddi d\u00f9ng tr\u1ea3 l\u1eddi r\u1eb1ng \u0111\u00f3 l\u00e0 top list phim hay, \u0111\u1ec1 xu\u1ea5t phim h\u1eefu \u00edch v\u00e0 d\u1ecbch v\u1ee5 t\u1ed1t. Tuy nhi\u00ean, \u0111i\u1ec1u m\u00e0 h\u1ecd kh\u00f4ng \u0111\u1ec1 c\u1eadp \u0111\u1ebfn l\u00e0 trang web n\u00e0y l\u00e0 m\u1ed9t trang web si\u00eau ch\u1ee9c n\u0103ng, tr\u1ef1c quan v\u00e0 \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf t\u1ed1t nh\u01b0 th\u1ebf n\u00e0o.<\/p>\n

\u201cTrong khi nh\u1eefng th\u1ee9 \u1ea5y l\u00e0 nh\u1eefng th\u1ee9 m\u00e0 h\u1eb1ng ng\u00e0y \u0111\u1ed9i ng\u0169 thi\u1ebft k\u1ebf c\u1ee7a Netflix \u0111\u1ed5 r\u1ea5t nhi\u1ec1u c\u00f4ng s\u1ee9c v\u00e0o, th\u00ec ng\u01b0\u1eddi d\u00f9ng kh\u00f4ng h\u1ec1 nh\u1eadn ra ch\u00fang. Nh\u01b0ng n\u00f3 kh\u00f4ng c\u00f3 ngh\u0129a r\u1eb1ng nh\u1eefng th\u1ee9 \u1ea5y kh\u00f4ng quan tr\u1ecdng. M\u00e0 n\u00f3 b\u1edfi c\u00e1c nh\u00e0 thi\u1ebft k\u1ebf \u0111\u00e3 l\u00e0m r\u1ea5t t\u1ed1t c\u00f4ng vi\u1ec7c c\u1ee7a h\u1ecd. H\u1ecd khi\u1ebfn thi\u1ebft k\u1ebf c\u1ee7a h\u1ecd tr\u1edf n\u00ean v\u00f4 h\u00ecnh.\u201d<\/p>\n

Airbnb –\u00a0Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\u00a0CX v\u1edbi thi\u1ebft k\u1ebf kh\u00f4ng ch\u1ec9 l\u00e0 m\u1ed9t giao di\u1ec7n \u0111\u1eb9p<\/h2>\n

\"3-vi-du-dien-hinh-ve-trai-nghiem-khach-hang-cx-vuot-troi\"<\/p>\n

 <\/p>\n

Khi \u0111\u1eb7t ch\u1ed7 tr\u00ean Airbnb, gi\u00e1 tr\u1ecb th\u1ef1c s\u1ef1 l\u00e0 khi ch\u1ee7 nh\u00e0 mu\u1ed1n nh\u1eadn ng\u01b0\u1eddi kh\u00e1ch \u0111\u00e3 \u0111\u0103ng k\u00fd \u1edf nh\u00e0 c\u1ee7a h\u1ecd. Nh\u00ecn l\u1ea1i, Airbnb c\u00f3 th\u1ec3 c\u00f3 h\u00e0ng ngh\u00ecn ch\u1ed7 \u1edf \u201cc\u00f3 s\u1eb5n\u201d nh\u1eefng ch\u1ee7 nh\u00e0 kh\u00f4ng mu\u1ed1n ti\u1ebfp b\u1ea1n th\u00ec b\u1ea1n s\u1ebd c\u00f3 tr\u1ea3i nghi\u1ec7m ti\u00eau c\u1ef1c.<\/p>\n

V\u1eady Airbnb \u0111\u00e3 l\u00e0m g\u00ec trong h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng t\u00ecm \u0111\u1ebfn gi\u00e1 tr\u1ecb th\u1ef1c s\u1ef1 \u1ea5y?<\/p>\n

N\u00f3 v\u00f4 h\u00ecnh. T\u00ecm ki\u1ebfm tr\u00ean Airbnb r\u1ea5t nhanh ch\u00f3ng v\u1edbi thi\u1ebft k\u1ebf \u0111\u01a1n gi\u1ea3n, d\u1ec5 s\u1eed d\u1ee5ng. Khi b\u1ea1n t\u00ecm ki\u1ebfm tr\u00ean Airbnb, \u0111\u1eb1ng sau m\u00e0n h\u00ecnh h\u1ecd d\u00f9ng machine learning \u0111\u1ec3 l\u1ef1a ch\u1ecdn \u0111\u1ecba \u0111i\u1ec3m, ch\u1ee7 nh\u00e0 ph\u00f9 h\u1ee3p.<\/p>\n

Kh\u00f4ng c\u1ea7n \u0111i qu\u00e1 s\u00e2u, m\u00e0 h\u1ecd t\u1ea1o m\u1ed9t m\u00f4 h\u00ecnh machine learning h\u1ecdc c\u00e1c h\u00e0nh vi v\u00e0 s\u1edf th\u00edch c\u1ee7a ch\u1ee7 nh\u00e0 \u0111\u1ed1i v\u1edbi c\u00e1c y\u00eau c\u1ea7u thu\u00ea ch\u1ed7 \u1edf. V\u1edbi insight n\u00e0y h\u1ecd c\u00f3 th\u1ec3 t\u1ed1i \u01b0u cho c\u00e1c k\u1ebft qu\u1ea3 t\u00ecm ki\u1ebfm c\u1ee7a kh\u00e1ch thu\u00ea, v\u1edbi c\u00e1c ch\u1ee7 nh\u00e0 c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng ch\u1ea5p nh\u1eadn y\u00eau c\u1ea7u thu\u00ea t\u1eeb v\u1ecb kh\u00e1ch \u1ea5y h\u01a1n. \u0110i\u1ec1u n\u00e0y khi\u1ebfn cho tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch thu\u00ea v\u1edbi Airbnb tr\u1edf n\u00ean \u00fd ngh\u0129a khi h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i nhanh ch\u00f3ng v\u00e0 t\u00edch c\u1ef1c t\u1eeb ch\u1ee7 nh\u00e0.<\/p>\n

Disney World – M\u1ed9t\u00a0tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\u00a0CX m\u01b0\u1ee3t m\u00e0 k\u1ef3 di\u1ec7u<\/h2>\n

\"3-vi-du-dien-hinh-ve-trai-nghiem-khach-hang-cx-vuot-troi\"<\/p>\n

 <\/p>\n

Disney World \u0111\u00e3 \u0111\u1ea7u t\u01b0 m\u1ed9t t\u1ef7 \u0111\u00f4 la cho m\u1ed9t v\u00f2ng tay \u0111\u1ecbnh v\u1ecb. T\u1ea1i sao? B\u1edfi n\u00f3 mang l\u1ea1i cho h\u1ecd c\u01a1 h\u1ed9i t\u1ea1o ra\u00a0tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\u00a0CX k\u1ef3 di\u1ec7u, m\u01b0\u1ee3t m\u00e0 th\u00f4ng qua thi\u1ebft k\u1ebf v\u00f4 h\u00ecnh.<\/p>\n

T\u1ea5t c\u1ea3 b\u1eaft \u0111\u1ea7u khi b\u1ea1n \u0111\u1eb7t v\u00e9 online v\u00e0 ch\u1ecdn chuy\u1ebfn \u0111i b\u1ea1n mu\u1ed1n. \u0110\u1eb1ng sau h\u1eadu tr\u01b0\u1eddng, h\u1ecd thu th\u1eadp th\u00f4ng tin t\u1eeb b\u1ea1n. V\u1edbi d\u1eef li\u1ec7u n\u00e0y, h\u1ecd c\u00f3 th\u1ec3 x\u1eed l\u00fd c\u00e1c tu\u1ef3 ch\u1ecdn c\u1ee7a b\u1ea1n sau \u0111\u00f3 cung c\u1ea5p cho b\u1ea1n m\u1ed9t h\u00e0nh tr\u00ecnh \u0111\u01b0\u1ee3c t\u00ednh to\u00e1n gi\u00fap b\u1ea1n \u0111i \u0111\u00fang l\u1ed9 tr\u00ecnh, thay v\u00ec ch\u1ea1y ngo\u1eb1n ngo\u00e8o qua l\u1ea1i trong khu vui ch\u01a1i.<\/p>\n

Tr\u1ea3i nghi\u1ec7m v\u00f4 h\u00ecnh n\u00e0y c\u0169ng \u1ee9ng d\u1ee5ng v\u1edbi vi\u1ec7c \u0111\u1eb7t nh\u00e0 h\u00e0ng. Khi b\u1ea1n \u0111\u1eb7t ch\u1ed7, ch\u1ee7 nh\u00e0 h\u00e0ng s\u1ebd bi\u1ebft t\u00ean b\u1ea1n, b\u1ea1n c\u00f3 th\u1ec3 ng\u1ed3i b\u1ea5t c\u1ee9 \u0111\u00e2u v\u00e0 th\u1ee9c \u0103n s\u1ebd \u0111\u1ebfn ch\u1ed7 \u00a0b\u1ea1n m\u1ed9t c\u00e1ch k\u1ef3 di\u1ec7u. Nh\u01b0 th\u1ebf n\u00e0o? Nh\u00e0 h\u00e0ng \u0111\u01b0\u1ee3c trang b\u1ecb c\u00e1c c\u1ea3m bi\u1ebfn ti\u1ebfn ti\u1ebfn m\u1edf ra m\u1ed9t th\u1ebf gi\u1edbi c\u01a1 h\u1ed9i ho\u00e0n to\u00e0n m\u1edbi c\u1ee7a h\u1ecd.<\/p>\n

V\u1edbi vi\u1ec7c Disney World bi\u1ebft b\u1ea1n \u0111ang \u1edf \u0111\u00e2u trong c\u00f4ng vi\u00ean gi\u1ea3i tr\u00ed c\u1ee7a h\u1ecd, m\u1edf ra nhi\u1ec1u c\u01a1 h\u1ed9i m\u1edbi \u0111\u1ebb mang l\u1ea1i tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi h\u01a1n bao gi\u1edd h\u1ebft. Ch\u1ec9 c\u1ea7n t\u01b0\u1edfng t\u01b0\u1ee3ng nh\u1eefng nh\u00e2n v\u1eadt y\u00eau th\u00edch c\u1ee7a con b\u1ea1n \u0111\u1ebfn v\u1edbi ch\u00fang thay v\u00ec ch\u00fang ph\u1ea3i len qua \u0111\u00e1m \u0111\u00f4ng \u0111\u1ec3 \u0111\u01b0\u1ee3c th\u1ea5y.<\/p>\n

Nh\u01b0 v\u1eady, thi\u1ebft k\u1ebf tuy\u1ec7t v\u1eddi mang \u0111\u1ebfn nh\u1eefng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng CX tuy\u1ec7t v\u1eddi.<\/p>\n

T\u1eeb quan \u0111i\u1ec3m kinh doanh, c\u00f3 th\u1ec3 t\u1ed1i \u01b0u ho\u00e1 m\u1ecdi h\u00e0nh tr\u00ecnh s\u1ebd c\u00f3 ph\u00e9p m\u1ecdi ng\u01b0\u1eddi kh\u00e1m ph\u00e1 nhi\u1ec1u h\u01a1n c\u00e1c \u0111i\u1ec3m th\u0103m quan hay nh\u1ea5t c\u1ee7a c\u00f4ng vi\u00ean. Khi kh\u00e1ch h\u00e0ng m\u1ea5t \u00edt th\u1eddi gian \u0111\u1ec3 x\u1ebfp h\u00e0ng h\u01a1n, h\u1ecd c\u00f3 th\u1ec3 \u0111i nhi\u1ec1u \u0111i\u1ec3m h\u01a1n, d\u00e0nh nhi\u1ec1u th\u1eddi gian vui ch\u01a1i h\u01a1n.<\/p>\n

Uber – Thay \u0111\u1ed5i c\u1ea3 m\u1ed9t ng\u00e0nh c\u00f4ng nghi\u1ec7p ch\u1ec9 b\u1eb1ng m\u1ed9t m\u00e0n h\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng CX<\/h2>\n

\"3-vi-du-dien-hinh-ve-trai-nghiem-khach-hang-cx-vuot-troi\"<\/p>\n

 <\/p>\n

Taxi theo y\u00eau c\u1ea7u.<\/p>\n

Ai m\u00e0 c\u00f3 th\u1ec3 ngh\u0129 \u0111\u01b0\u1ee3c r\u1eb1ng m\u1ed9t m\u00e0n h\u00ecnh c\u00f3 th\u1ec3 ph\u00e1 v\u1ee1 c\u1ea3 m\u1ed9t ng\u00e0nh c\u00f4ng nghi\u1ec7p?<\/p>\n

V\u1eaby tay tr\u01b0\u1edbc m\u1ed9t chi\u1ebfc taxi tr\u01b0\u1edbc th\u1eddi Uber l\u00e0 m\u1ed9t c\u01a1n \u00e1c m\u1ed9ng. B\u1ecb m\u1eafc k\u1eb9t tr\u00ean nh\u1eefng con ph\u1ed1 \u0111\u00f4ng \u0111\u00fac v\u00e0o m\u1ed9t bu\u1ed5i s\u00e1ng m\u00f9a \u0111\u00f4ng l\u1ea1nh gi\u00e1 l\u00fac 4h s\u00e1ng \u1edf Sydney, kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi, b\u1edfi:<\/p>\n

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  • Kh\u00f4ng bi\u1ebft khi n\u00e0o s\u1ebd c\u00f3 m\u1ed9t chi\u1ebfc taxi ch\u1ea1y qua<\/li>\n
  • Kh\u00f4ng bi\u1ebft ch\u1ed7 ch\u1edd taxi \u1edf \u0111\u00e2u<\/li>\n
  • Kh\u00f4ng bi\u1ebft ch\u00ednh x\u00e1c chi ph\u00ed \u0111\u1ec3 \u0111\u1ebfn \u0111i\u1ec3m mu\u1ed1n \u0111\u1ebfn l\u00e0 bao nhi\u00eau<\/li>\n<\/ul>\n

    Thi\u1ebft k\u1ebf\u00a0tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng CX\u00a0c\u1ee7a Uber l\u00e0 m\u1ed9t hi\u1ec7n t\u01b0\u1ee3ng. T\u1eeb quan \u0111i\u1ec3m t\u01b0\u01a1ng t\u00e1c, Uber gi\u1ea3i quy\u1ebft t\u1ea5t c\u1ea3 nh\u1eefng b\u1ea5t \u1ed5n c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng trong m\u1ed9t m\u00e0n h\u00ecnh.<\/p>\n

    Khi m\u1edf \u1ee9ng d\u1ee5ng (v\u1edbi kh\u1ea3 n\u0103ng \u0111\u1ecbnh v\u1ecb \u0111\u01b0\u1ee3c cho ph\u00e9p), ng\u01b0\u1eddi d\u00f9ng kh\u00f4ng ph\u1ea3i t\u01b0\u01a1ng t\u00e1c v\u1edbi b\u1ea5t c\u1ee9 y\u1ebfu t\u1ed1 giao di\u1ec7n ng\u01b0\u1eddi d\u00f9ng n\u00e0o \u0111\u1ec3 tr\u1ea3i nghi\u1ec7m gi\u00e1 tr\u1ecb c\u1ee7a s\u1ea3n ph\u1ea9m. \u0110\u00e2y l\u00e0 m\u1ed9t v\u00ed d\u1ee5 tuy\u1ec7t v\u1eddi v\u1ec1 t\u01b0 duy thi\u1ebft k\u1ebf d\u1eabn \u0111\u1ea7u. H\u1ecd ghim suy ngh\u0129 \u201cL\u00e0m sao gi\u1ea3m t\u1ed1i thi\u1ec3u thao t\u00e1c v\u00e0 kh\u00e1ch h\u00e0ng v\u1eabn c\u00f3 \u0111\u01b0\u1ee3c c\u00e1i h\u1ecd mu\u1ed1n?\u201d \u1edf trong \u0111\u1ea7u h\u1ecd.<\/p>\n

    Khi t\u1ea3i \u1ee9ng d\u1ee5ng:<\/p>\n

      \n
    • B\u1ea1n c\u00f3 th\u1ec3 xem taxi c\u00f3 s\u1eb5n \u1edf \u0111\u00e2u<\/li>\n
    • Uber cung c\u1ea5p th\u1eddi gian \u01b0\u1edbc t\u00ednh cho chuy\u1ebfn taxi g\u1ea7n nh\u1ea5t<\/li>\n
    • Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng CX c\u1ee7a Uber c\u00f3 th\u1ec3 b\u00ecnh th\u01b0\u1eddng v\u00e0 hi\u1ec3n nhi\u00ean v\u1edbi hi\u1ec7n t\u1ea1i, nh\u01b0ng trong qu\u00e1 kh\u1ee9, tr\u1ea3i nghi\u1ec7m \u0111\u1eb7t taxi t\u1ed1i \u01b0u nh\u1ea5t ch\u1ec9 l\u00e0 g\u1ecdi \u0111i\u1ec7n \u0111\u1eb7t xe qua \u0111i\u1ec7n tho\u1ea1i.<\/li>\n<\/ul>\n

      N\u1ebfu b\u1ea1n nh\u1eadn th\u1ea5y s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a Uber, to\u00e0n b\u1ed9 kh\u00e1i ni\u1ec7m v\u1ec1 \u0111\u1eb7t taxi \u0111\u00e3 thay \u0111\u1ed5i. Kh\u00f4ng c\u00f2n chuy\u1ec7n \u0111\u1eb7t taxi cho h\u00f4m sau, h\u1ecd ph\u00e1 v\u1ee1 v\u00e0 c\u00e1ch m\u1ea1ng ho\u00e1 c\u00e1c ti\u00eau chu\u1ea9n v\u00e0 k\u1ef3 v\u1ecdng c\u1ee7a ng\u00e0nh.<\/p>\n

      Tr\u1ee3 l\u00fd \u1ea3o – T\u01b0\u01a1ng lai c\u1ee7a\u00a0tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\u00a0CX<\/h2>\n

      Thi\u1ebft k\u1ebf tuy\u1ec7t v\u1eddi (hay v\u00f4 h\u00ecnh) \u0111i k\u00e8m chi ph\u00ed l\u1edbn.<\/p>\n

      Khi ch\u00fang ta s\u1ed1ng v\u1edbi ti\u1ebfn b\u1ed9 c\u00f4ng ngh\u1ec7 v\u1edbi s\u1ef1 hi\u1ec3u c\u00f4ng ngh\u1ec7 cao h\u01a1n v\u00e0 v\u1edbi d\u1eef li\u1ec7u, h\u00e0nh vi, k\u1ef3 v\u1ecdng c\u1ee7a ng\u01b0\u1eddi d\u00f9ng, nh\u1eefng tr\u1ea3i nghi\u1ec7m k\u1ef3 di\u1ec1u nh\u01b0 tr\u00ean c\u00e0ng tr\u1edf n\u00ean kh\u1ea3 thi v\u00e0 b\u00ecnh th\u01b0\u1eddng ho\u00e1. \u0110\u00f3 l\u00e0 l\u00fd do cho s\u1ef1 tr\u1ed7i d\u1eady c\u1ee7a nh\u1eefng tr\u1ee3 l\u00fd \u1ea3o.<\/p>\n

      \u0110i\u1ec3m chung c\u1ee7a Portal, Emu, VidaHealth, Mindy, Cortana, Siri v\u00e0 Google Now l\u00e0 g\u00ec?<\/p>\n

      T\u1ea5t c\u1ea3 \u0111\u1ec1u l\u00e0 b\u01b0\u1edbc \u0111\u1ec7m \u0111\u1ec3 tr\u1edf th\u00e0nh nh\u1eefng tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi. H\u1ecd t\u1eadp trung v\u00e0o vi\u1ec7c mang l\u1ea1i tr\u1ea3i nghi\u1ec7m n\u01a1i \u201cc\u00f4ng vi\u1ec7c \u0111\u01b0\u1ee3c x\u1eed l\u00fd\u201d \u1edf h\u1eadu tr\u01b0\u1eddng.<\/p>\n

      \u201cL\u00e0 ng\u01b0\u1eddi d\u00f9ng, t\u1ea1i sao t\u00f4i ph\u1ea3i click qua m\u1ed9t bi\u1ec3u m\u1eabu \u0111\u1ec3 cho h\u1ecd bi\u1ebft t\u00f4i c\u1ea7n g\u00ec? \u0110\u00f3 l\u00e0 b\u1edfi v\u00ec ch\u00fang t\u00f4i v\u1eabn \u0111ang th\u00edch \u1ee9ng v\u1edbi ph\u01b0\u01a1ng ph\u00e1p c\u0169 hay \u0111\u00f3 th\u1ef1c s\u1ef1 l\u00e0 m\u1ed9t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng CX t\u1ed1t h\u01a1n v\u1ec1 t\u1ed5ng th\u1ec3?\u201d<\/em><\/p>\n

      T\u00f4i tin r\u1eb1ng m\u1ed9t s\u1ed1 \u1ee9ng d\u1ee5ng tr\u1ee3 l\u00fd \u1ea3o n\u00e0y \u0111\u01b0\u1ee3c cung c\u1ea5p b\u1eb1ng th\u1ee7 c\u00f4ng t\u1ea1i th\u1eddi \u0111i\u1ec3m hi\u1ec7n t\u1ea1i, nh\u01b0ng khi c\u00f4ng ty kh\u1edfi nghi\u1ec7p n\u00e0y ti\u1ebfp t\u1ee5c thu th\u1eadp ng\u00e0y c\u00e0ng nhi\u1ec1u d\u1eef li\u1ec7u, c\u01a1 h\u1ed9i \u0111\u1ec3 t\u1ef1 \u0111\u1ed9ng ho\u00e1 s\u1ebd ng\u00e0y c\u00e0ng cao h\u01a1n. Trong 5 n\u0103m t\u1edbi, ch\u00fang ta s\u1ebd th\u1ea5y c\u00f4ng ngh\u1ec7 tr\u1edf n\u00ean t\u00edch h\u1ee3p h\u01a1n bao gi\u1edd h\u1ebft, v\u1edbi nh\u1eefng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng CX m\u01b0\u1ee3t m\u00e0 h\u01a1n bao gi\u1edd h\u1ebft.<\/p>\n

      K\u1ebft lu\u1eadn<\/h2>\n

      T\u00f4i hy v\u1ecdng b\u1ea1n \u0111\u00e3 \u0111\u1ecdc \u0111\u01b0\u1ee3c m\u1ed9t v\u00e0i \u0111i\u1ec1u t\u1eeb b\u00e0i vi\u1ebft n\u00e0y, t\u1eeb \u0111\u00f3 c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng cho t\u01b0 duy thi\u1ebft k\u1ebf c\u1ee7a m\u00ecnh trong th\u1ef1c t\u1ebf. T\u00f4i th\u00e1ch th\u1ee9c b\u1ea1n, b\u1eaft \u0111\u1ea7u th\u00fac \u0111\u1ea9y b\u1ea3n th\u00e2n, kh\u00e1m ph\u00e1 nh\u1eefng c\u00e1ch m\u1edbi \u0111\u1ec3 tr\u1ea3i nghi\u1ec7m c\u00e1c s\u1ea3n ph\u1ea9m k\u1ef9 thu\u1eadt s\u1ed1. Ch\u00fang ta \u0111ang \u1edf trong th\u1eddi \u0111\u1ea1i k\u1ef9 thu\u1eadt s\u1ed1, n\u01a1i m\u00e0 b\u00e2y gi\u1edd c\u00f3 r\u1ea5t nhi\u1ec1u th\u1ee9. \u0110\u1eebng tu\u00e2n theo c\u00e1c m\u1eabu c\u00f3 s\u1eb5n hay xu h\u01b0\u1edbng, ch\u00fang l\u00e0 nh\u1eefng th\u1ee9 s\u1ebd kh\u00f4ng t\u1ed3n t\u1ea1i l\u00e2u d\u00e0i.<\/p>\n

      \u201cM\u1ed9t ng\u01b0\u1eddi \u0111\u00e3 t\u1ea1o ra nh\u1eefng th\u1ee9 n\u00e0y v\u00e0 con ng\u01b0\u1eddi kh\u00e1c c\u00f3 th\u1ec3 l\u00e0m n\u00f3 t\u1ed1t h\u01a1n. \u0110\u1eebng s\u1ee3, h\u00e3y t\u1ef1 m\u00ecnh th\u1eed\u201d – Tony Fadell<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

      Airbnb, Disney World v\u00e0 Uber, ch\u00fang \u0111\u1ec1u l\u00e0 nh\u1eefng s\u1ea3n ph\u1ea9m bi\u1ec3u t\u01b0\u1ee3ng, v\u1edbi gi\u00e1 tr\u1ecb l\u00ean t\u1edbi h\u01a1n 100 t\u1ef7 \u0111\u00f4! C\u00e1c d\u1ecbch v\u1ee5 c\u1ee7a h\u1ecd kh\u00f4ng ch\u1ec9 mang \u0111\u1ebfn gi\u00e1 tr\u1ecb l\u1edbn, tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd c\u00f2n \u0111\u01b0\u1ee3c coi l\u00e0 nh\u1eefng tr\u1ea3i nghi\u1ec7m t\u1ed1t nh\u1ea5t, \u0111\u1ebfn m\u1ee9c nhi\u1ec1u ng\u01b0\u1eddi kh\u00f4ng nh\u1eadn ra \u0111\u01b0\u1ee3c […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[218,219],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/5256"}],"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=5256"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/5256\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=5256"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=5256"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=5256"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}