{"id":52566,"date":"2023-12-20T04:10:37","date_gmt":"2023-12-19T21:10:37","guid":{"rendered":"https:\/\/masterskills.org\/blog\/nhung-cap-do-trai-nghiem-khach-hang-ap-dung-cho-doanh-nghiep.html"},"modified":"2023-12-20T04:10:37","modified_gmt":"2023-12-19T21:10:37","slug":"nhung-cap-do-trai-nghiem-khach-hang-ap-dung-cho-doanh-nghiep","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/nhung-cap-do-trai-nghiem-khach-hang-ap-dung-cho-doanh-nghiep.html","title":{"rendered":"Nh\u1eefng c\u1ea5p \u0111\u1ed9 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u00e1p d\u1ee5ng cho doanh nghi\u1ec7p"},"content":{"rendered":"
Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c chia th\u00e0nh c\u00e1c c\u1ea5p \u0111\u1ed9 t\u1eeb th\u1ea5p \u0111\u1ebfn cao, t\u1eeb \u0111\u00e1p \u1ee9ng k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ebfn khi\u1ebfn h\u1ecd ng\u1ee1 ng\u00e0ng h\u1ea1nh ph\u00fac v\u00ec v\u01b0\u1ee3t ngo\u00e0i s\u1ee9c t\u01b0\u1edfng t\u01b0\u1ee3ng.<\/p>\n

Theo T\u1ed5 ch\u1ee9c nghi\u00ean c\u1ee9u Gartner, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c chia l\u00e0m 5 c\u1ea5p \u0111\u1ed9 d\u1ef1a tr\u00ean c\u00e1ch kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c k\u00edch th\u00edch t\u00ecm hi\u1ec3u v\u1ec1 s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5, m\u1ee9c \u0111\u1ed9 n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng, s\u1ef1 ho\u00e0n thi\u1ec7n c\u1ee7a quy tr\u00ecnh x\u1eed l\u00fd v\u1ea5n \u0111\u1ec1, c\u1ea3m x\u00fac v\u00e0 s\u1ef1 thay \u0111\u1ed5i trong nh\u1eadn th\u1ee9c c\u1ee7a kh\u00e1ch h\u00e0ng sau tr\u1ea3i nghi\u1ec7m.<\/p>\n

5 c\u1ea5p \u0111\u1ed9 t\u1eeb th\u1ea5p \u0111\u1ebfn cao g\u1ed3m \u0111\u01b0\u1ee3c Gartner x\u00e1c \u0111\u1ecbnh g\u1ed3m: Giao ti\u1ebfp, Ph\u1ea3n \u1ee9ng nhanh, Cam k\u1ebft, Ch\u1ee7 \u0111\u1ed9ng v\u00e0 \u0110\u1ed9t ph\u00e1.<\/p>\n

\"N\u0103m<\/p>\n

N\u0103m c\u1ea5p \u0111\u1ed9 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

1. Giao ti\u1ebfp<\/h2>\n

\u1ede c\u1ea5p \u0111\u1ed9 Giao ti\u1ebfp, doanh nghi\u1ec7p cung c\u1ea5p th\u00f4ng tin c\u1ea7n thi\u1ebft \u0111\u00fang k\u00eanh kh\u00e1ch h\u00e0ng mong mu\u1ed1n, \u0111\u00fang th\u1eddi \u0111i\u1ec3m m\u00e0 h\u1ecd c\u1ea7n. Th\u00e0nh c\u00f4ng \u1edf c\u1ea5p \u0111\u1ed9 n\u00e0y s\u1ebd t\u0103ng l\u01b0\u1ee3ng truy c\u1eadp v\u00e0o website c\u00f4ng ty, t\u0103ng hi\u1ec7u qu\u1ea3 chuy\u1ec3n \u0111\u1ed5i c\u1ee7a ph\u1ec5u marketing (chuy\u1ec3n ho\u00e1 kh\u00e1ch h\u00e0ng t\u1eeb nh\u1eadn th\u1ee9c v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u, y\u00eau m\u1ebfn th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ebfn mua h\u00e0ng v\u00e0 tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng trung th\u00e0nh), gi\u1ea3m c\u00e1c cu\u1ed9c g\u1ecdi \u0111\u1ebfn \u0111\u1ec3 xin th\u00f4ng tin. Th\u1ea5t b\u1ea1i \u1edf c\u1ea5p \u0111\u1ed9 n\u00e0y c\u00f3 ngh\u0129a l\u00e0 doanh nghi\u1ec7p m\u1ea5t \u0111i c\u01a1 h\u1ed9i ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng v\u00e0 khi\u1ebfn kh\u00e1ch h\u00e0ng m\u1ec7t m\u1ecfi v\u00ec thi\u1ebfu th\u00f4ng tin.<\/p>\n

2. Ph\u1ea3n \u1ee9ng nhanh<\/h2>\n

Sau c\u1ea5p \u0111\u1ed9 giao ti\u1ebfp, c\u1ea7n ti\u1ebfn t\u1edbi c\u1ea5p \u0111\u1ed9 ti\u1ebfp theo l\u00e0 Ph\u1ea3n \u1ee9ng nhanh. L\u00e0m t\u1ed1t c\u1ea5p \u0111\u1ed9 n\u00e0y s\u1ebd x\u00e2y d\u1ef1ng \u0111\u01b0\u1ee3c quan h\u1ec7 g\u1eafn k\u1ebft v\u1edbi kh\u00e1ch h\u00e0ng. \u1ede c\u1ea5p \u0111\u1ed9 n\u00e0y, kh\u00e1ch h\u00e0ng \u0111\u00f2i h\u1ecfi doanh nghi\u1ec7p ph\u1ea3i h\u00e0nh \u0111\u1ed9ng v\u00ec h\u1ecd ch\u1ee9 kh\u00f4ng \u0111\u01a1n thu\u1ea7n cung c\u1ea5p th\u00f4ng tin cho h\u1ecd. Nh\u01b0 v\u1eady n\u1ebfu sau khi cung c\u1ea5p th\u00f4ng tin cho kh\u00e1ch h\u00e0ng (c\u1ea5p \u0111\u1ed9 1), kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng v\u1edbi th\u00f4ng tin \u1ea5y, h\u1ecd h\u1ecfi li\u1ec7u doanh nghi\u1ec7p c\u00f3 th\u1ec3 l\u00e0m g\u00ec \u0111\u1ec3 c\u1ea3i thi\u1ec7n t\u00ecnh h\u00ecnh kh\u00f4ng, doanh nghi\u1ec7p ph\u1ea3i tr\u1ea3 l\u1eddi l\u00e0 h\u1ecd s\u1ebd t\u00ecm c\u00e1ch x\u1eed l\u00fd v\u1ea5n \u0111\u1ec1.<\/p>\n

Ph\u1ea3n \u1ee9ng nhanh \u0111\u00f2i h\u1ecfi doanh nghi\u1ec7p ph\u1ea3i v\u1eeba \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u1eeba gi\u1ea3m thi\u1ec3u t\u00e0i nguy\u00ean v\u00e0 chi ph\u00ed b\u1ecf ra. Ph\u1ea3n \u1ee9ng nhanh cho ph\u00e9p doanh nghi\u1ec7p t\u1ed1i \u01b0u ho\u00e1 c\u00e1c ch\u1ec9 s\u1ed1 hi\u1ec7u qu\u1ea3 c\u00f4ng vi\u1ec7c nh\u01b0 th\u1eddi gian x\u1eed l\u00fd cu\u1ed9c g\u1ecdi, t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng t\u1ef1 ph\u1ee5c v\u1ee5.<\/p>\n

3. Cam k\u1ebft<\/h2>\n

C\u1ea5p \u0111\u1ed9 th\u1ee9 3, Cam k\u1ebft, \u0111\u00f2i h\u1ecfi doanh nghi\u1ec7p ph\u1ea3i t\u1ea1o d\u1ef1ng tr\u1ea3i nghi\u1ec7m d\u1ef1a tr\u00ean s\u1ef1 l\u1eafng nghe, th\u1ea5u hi\u1ec3u v\u00e0 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u kh\u00e1c nhau c\u1ee7a kh\u00e1ch h\u00e0ng. C\u1ea5p \u0111\u1ed9 n\u00e0y s\u1ebd t\u00e1c \u0111\u1ed9ng m\u1ea1nh \u0111\u1ebfn nh\u1eadn th\u1ee9c c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 doanh nghi\u1ec7p v\u00e0 h\u00e0nh \u0111\u1ed9ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111i \u0111\u00f4i v\u1edbi nh\u1eadn th\u1ee9c \u0111\u00f3. Theo c\u00e1c chuy\u00ean gia, tr\u1ea3i nghi\u1ec7m \u1edf c\u1ea5p \u0111\u1ed9 Cam k\u1ebft \u0111\u01b0\u1ee3c t\u1ea1o d\u1ef1ng v\u00e0 \u0111o l\u01b0\u1eddng d\u1ef1a tr\u00ean s\u1ef1 c\u00e2n b\u1eb1ng t\u00ecnh tr\u1ea1ng t\u00e0i ch\u00ednh ng\u1eafn h\u1ea1n v\u00e0 c\u00e1c ch\u1ec9 s\u1ed1 th\u1ec3 hi\u1ec7n m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n

Zappos l\u00e0 m\u1ed9t v\u00ed d\u1ee5 \u0111i\u1ec3n h\u00ecnh l\u00e0m t\u1ed1t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u1edf c\u1ea5p \u0111\u1ed9 n\u00e0y. Trung b\u00ecnh m\u1ed7i nh\u00e2n vi\u00ean tr\u1ef1c t\u1ed5ng \u0111\u00e0i d\u00e0nh nhi\u1ec1u h\u01a1n 10 gi\u1edd cho m\u1ed9t kh\u00e1ch h\u00e0ng, \u0111i\u1ec1u n\u00e0y cho th\u1ea5y c\u00f4ng ty ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng r\u1ea5t chu \u0111\u00e1o, x\u1eed l\u00fd c\u1eb7n k\u1ebd v\u1ea5n \u0111\u1ec1 m\u00e0 h\u1ecd g\u1eb7p ph\u1ea3i.<\/p>\n

4. Ch\u1ee7 \u0111\u1ed9ng<\/h2>\n

H\u1ea7u h\u1ebft c\u00e1c doanh nghi\u1ec7p \u0111\u1ea1t \u0111\u01b0\u1ee3c c\u1ea5p \u0111\u1ed9 3 \u0111\u00e3 t\u1ea1o \u0111\u01b0\u1ee3c \u1ea5n t\u01b0\u1ee3ng trong m\u1eaft kh\u00e1ch h\u00e0ng. Tuy nhi\u00ean, c\u1ea5p \u0111\u1ed9 n\u00e0y m\u1edbi ch\u1ec9 d\u1eebng l\u1ea1i \u1edf vi\u1ec7c \u201ckh\u00e1ch h\u00e0ng h\u1ecfi \u2013 doanh nghi\u1ec7p x\u1eed l\u00fd\u201d. V\u1eabn c\u00f2n 2 c\u1ea5p \u0111\u1ed9 cao h\u01a1n c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n

C\u1ea5p \u0111\u1ed9 th\u1ee9 4, Ch\u1ee7 \u0111\u1ed9ng, doanh nghi\u1ec7p l\u01b0\u1eddng tr\u01b0\u1edbc c\u00e1c v\u1ea5n \u0111\u1ec1 ph\u00e1t sinh v\u00e0 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 \u1ea5y tr\u01b0\u1edbc khi n\u00f3 xu\u1ea5t hi\u1ec7n. \u1ede c\u1ea5p \u0111\u1ed9 n\u00e0y, doanh nghi\u1ec7p ch\u1ee7 \u0111\u1ed9ng \u0111em \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m \u0111\u00e1p \u1ee9ng k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng, kh\u00f4ng c\u1ea7n kh\u00e1ch h\u00e0ng ph\u1ea3i h\u1ecfi. \u0110i\u1ec1u n\u00e0y \u0111\u00f2i h\u1ecfi doanh nghi\u1ec7p ph\u1ea3i hi\u1ec3u s\u00e2u v\u1ec1 kh\u00e1ch h\u00e0ng, ch\u1ee7 \u0111\u1ed9ng v\u00e0 lu\u00f4n t\u00ecm c\u00e1ch v\u01b0\u1ee3t qua \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh trong gi\u1ea3i quy\u1ebft c\u00e1c nhu c\u1ea7u v\u00e0 mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

Nest l\u00e0 m\u1ed9t v\u00ed d\u1ee5 \u0111i\u1ec3n h\u00ecnh l\u00e0m t\u1ed1t tr\u1ea3i nghi\u1ec7m \u1edf c\u1ea5p \u0111\u1ed9 n\u00e0y. Nest \u0111\u00e3 ph\u00e1 v\u1ee1 th\u1ecb tr\u01b0\u1eddng m\u00e1y \u0111i\u1ec1u nhi\u1ec7t b\u1eb1ng m\u1ed9t s\u1ea3n ph\u1ea9m th\u00f4ng minh t\u1ef1 l\u1eadp tr\u00ecnh \u0111\u1ec3 \u0111i\u1ec1u ch\u1ec9nh nhi\u1ec7t \u0111\u1ed9 trong nh\u00e0 ph\u00f9 h\u1ee3p v\u1edbi th\u1eddi ti\u1ebft \u0111\u1ed3ng th\u1eddi ti\u1ebft ki\u1ec7m \u0111i\u1ec7n n\u0103ng ti\u00eau th\u1ee5.<\/p>\n

5. \u0110\u1ed9t ph\u00e1<\/h2>\n

C\u1ea5p \u0111\u1ed9 cao nh\u1ea5t c\u1ee7a th\u00e1p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 c\u1ea5p \u0111\u1ed9 \u0110\u1ed9t ph\u00e1. C\u1ea5p \u0111\u1ed9 n\u00e0y r\u1ea5t kh\u00f3 \u0111\u1ea1t \u0111\u01b0\u1ee3c nh\u01b0ng m\u1ed9t khi v\u01b0\u01a1n t\u1edbi th\u00ec doanh nghi\u1ec7p s\u1ebd h\u00e1i \u0111\u01b0\u1ee3c qu\u1ea3 ng\u1ecdt. M\u1ed9t s\u1ed1 \u00edt doanh nghi\u1ec7p c\u00f3 \u0111\u01b0\u1ee3c s\u1ef1 \u1ee7ng h\u1ed9 cao \u0111\u1ed9 c\u1ee7a kh\u00e1ch h\u00e0ng, vang danh kh\u1eafp th\u1ebf gi\u1edbi, k\u1ebft qu\u1ea3 kinh doanh b\u1ec1n v\u1eefng ch\u00ednh l\u00e0 nh\u1edd t\u1ea1o \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m \u1edf c\u1ea5p \u0111\u1ed9 \u0110\u1ed9t ph\u00e1. \u1ede c\u1ea5p \u0111\u1ed9 n\u00e0y, doanh nghi\u1ec7p t\u1ea1o ra tr\u1ea3i nghi\u1ec7m l\u00e0m thay \u0111\u1ed5i c\u00e1ch suy ngh\u0129 c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 b\u1ea3n th\u00e2n h\u1ecd, v\u1ec1 doanh nghi\u1ec7p, g\u1eafn k\u1ebft kh\u00e1ch h\u00e0ng v\u1edbi doanh nghi\u1ec7p d\u00e0i l\u00e2u, \u0111em l\u1ea1i t\u1ef7 su\u1ea5t l\u1ee3i nhu\u1eadn cao, t\u0103ng tr\u01b0\u1edfng b\u1ec1n v\u1eefng.<\/p>\n

\u1ede c\u1ea5p \u0111\u1ed9 cao nh\u1ea5t \u2013 \u0110\u1ed9t ph\u00e1, suy ngh\u0129 c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd thay \u0111\u1ed5i, g\u1eafn k\u1ebft ch\u1eb7t ch\u1ebd v\u1edbi doanh nghi\u1ec7p v\u00e0 \u0111em l\u1ea1i cho doanh nghi\u1ec7p ngu\u1ed3n t\u0103ng tr\u01b0\u1edfng b\u1ec1n v\u1eefng.<\/p>\n

Apple gi\u1edbi thi\u1ec7u chi\u1ebfc iPhone \u0111\u1ea7u ti\u00ean v\u00e0o n\u0103m 2007 kh\u00f4ng ch\u1ec9 thay \u0111\u1ed5i c\u00e1ch ng\u01b0\u1eddi ti\u00eau d\u00f9ng ngh\u0129 v\u1ec1 \u0111i\u1ec7n to\u00e1n di \u0111\u1ed9ng m\u00e0 con thay \u0111\u1ed5i c\u00e1ch ngh\u0129 v\u1ec1 cu\u1ed9c s\u1ed1ng c\u1ee7a ch\u00ednh h\u1ecd. T\u1ea1o ra \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m \u0111\u1ed9t ph\u00e1, Apple tr\u1edf th\u00e0nh th\u01b0\u01a1ng hi\u1ec7u n\u1ed5i ti\u1ebfng to\u00e0n c\u1ea7u, lu\u00f4n n\u1eb1m top c\u00e1c doanh nghi\u1ec7p c\u00f3 m\u1ee9c t\u0103ng tr\u01b0\u1edfng m\u1ea1nh nh\u1ea5t th\u1ebf gi\u1edbi qua c\u00e1c n\u0103m, v\u00e0 \u0111\u1eb7c bi\u1ec7t, kh\u00e1ch h\u00e0ng c\u1ee7a Apple kh\u00f4ng ch\u1ec9 trung th\u00e0nh v\u1edbi m\u1ed9t s\u1ea3n ph\u1ea9m m\u00e0 tr\u1edf th\u00e0nh \u201ct\u00edn \u0111\u1ed3 Apple\u201d \u2013 \u1ee7ng h\u1ed9 b\u1ea5t c\u1ee9 s\u1ea3n ph\u1ea9m n\u00e0o mang th\u01b0\u01a1ng hi\u1ec7u Apple. C\u1ea5p \u0111\u1ed9 \u0110\u1ed9t ph\u00e1 c\u0169ng ch\u00ednh l\u00e0 tr\u1ea3i nghi\u1ec7m \u201cwow\u201d \u2013 tr\u1ea3i nghi\u1ec7m khi\u1ebfn kh\u00e1ch h\u00e0ng tr\u1ea7m tr\u1ed3 v\u00ec v\u01b0\u1ee3t qu\u00e1 ngo\u00e0i mong \u0111\u1ee3i c\u1ee7a h\u1ecd.<\/p>\n

B\u00e0i vi\u1ebft c\u1ee7a t\u00e1c gi\u1ea3\u00a0Ph\u1ea1m Ng\u1ecdc \u00c1nh<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

Theo T\u1ed5 ch\u1ee9c nghi\u00ean c\u1ee9u Gartner, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c chia l\u00e0m 5 c\u1ea5p \u0111\u1ed9 d\u1ef1a tr\u00ean c\u00e1ch kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c k\u00edch th\u00edch t\u00ecm hi\u1ec3u v\u1ec1 s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5, m\u1ee9c \u0111\u1ed9 n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng, s\u1ef1 ho\u00e0n thi\u1ec7n c\u1ee7a quy tr\u00ecnh x\u1eed l\u00fd v\u1ea5n \u0111\u1ec1, c\u1ea3m x\u00fac v\u00e0 s\u1ef1 thay \u0111\u1ed5i trong nh\u1eadn th\u1ee9c c\u1ee7a kh\u00e1ch h\u00e0ng sau tr\u1ea3i nghi\u1ec7m.<\/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\/52566"}],"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=52566"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52566\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=52566"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=52566"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=52566"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}