{"id":52594,"date":"2023-12-20T04:18:39","date_gmt":"2023-12-19T21:18:39","guid":{"rendered":"https:\/\/masterskills.org\/blog\/su-khac-biet-giua-tap-trung-khach-hang-va-lay-khach-hang-lam-trung-tam.html"},"modified":"2023-12-20T04:18:39","modified_gmt":"2023-12-19T21:18:39","slug":"su-khac-biet-giua-tap-trung-khach-hang-va-lay-khach-hang-lam-trung-tam","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/su-khac-biet-giua-tap-trung-khach-hang-va-lay-khach-hang-lam-trung-tam.html","title":{"rendered":"S\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa t\u1eadp trung kh\u00e1ch h\u00e0ng v\u00e0 l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m"},"content":{"rendered":"
\n

\u201c Kh\u00e1ch h\u00e0ng l\u00e0 th\u01b0\u1ee3ng \u0111\u1ebf \u2019\u2019 l\u00e0 c\u00e2u n\u00f3i \u0111\u01b0\u1ee3c c\u00e1c doanh nghi\u1ec7p s\u1eed d\u1ee5ng nhi\u1ec1u nh\u1ea5t. B\u1edfi n\u1ebfu kh\u00f4ng c\u00f3 kh\u00e1ch h\u00e0ng, vi\u1ec7c kinh doanh c\u1ee7a b\u1ea1n s\u1ebd kh\u00f4ng th\u1ec3 n\u00e0o thu\u1eadn l\u1ee3i v\u00e0 ph\u00e1t tri\u1ec3n. Kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 nh\u1eefng ng\u01b0\u1eddi gi\u00fap b\u1ea1n g\u00e2y d\u1ef1ng doanh nghi\u1ec7p ng\u00e0y c\u00e0ng l\u1edbn m\u1ea1nh v\u00ec v\u1eady \u0111em \u0111\u1ebfn nh\u1eefng l\u1ee3i \u00edch t\u1ed1t nh\u1ea5t cho kh\u00e1ch h\u00e0ng l\u00e0 \u0111i\u1ec1u m\u00e0 c\u00e1c doanh nghi\u1ec7p h\u01b0\u1edbng \u0111\u1ebfn. Nhi\u1ec1u doanh nghi\u1ec7p t\u1ef1 tin r\u1eb1ng m\u00ecnh \u0111ang n\u1eafm trong tay c\u00e1c chi\u1ebfn l\u01b0\u1ee3c \u0111\u1ec3 x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng, tuy nhi\u00ean th\u1ef1c t\u1ebf cho th\u1ea5y s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng l\u1ea1i kh\u00f4ng nhi\u1ec1u nh\u01b0 h\u1ecd k\u1ef3 v\u1ecdng. \u0110i\u1ec3m m\u1ea5u ch\u1ed1t n\u1eb1m \u1edf ch\u1ed7 t\u01b0 duy c\u1ee7a doanh nghi\u1ec7p l\u00e0 t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng ch\u1ee9 ch\u01b0a ph\u1ea3i l\u00e0 l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. Nghe qua, hai thu\u1eadt ng\u1eef n\u00e0y g\u1ea7n nh\u01b0 c\u00f3 th\u1ec3 thay th\u1ebf cho nhau, nh\u01b0ng n\u1ebfu b\u1ea1n \u0111i s\u00e2u v\u00e0o t\u00ecm hi\u1ec3u, th\u00ec s\u1ebd th\u1ea5y nh\u1eefng \u0111i\u1ec3m kh\u00e1c bi\u1ec7t quan tr\u1ecdng \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a doanh nghi\u1ec7p \u0111\u1ebfn t\u1eeb vi\u1ec7c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. Masterskills s\u1ebd gi\u00fap b\u1ea1n ch\u1ec9 ra nh\u1eefng \u0111i\u1ec3m t\u1ea1o n\u00ean s\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng ( customer focused ) v\u00e0 l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m ( customer centric ) trong b\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y.<\/p>\n

\u0110i\u1ec1u \u0111\u1ea7u ti\u00ean v\u00e0 r\u00f5 n\u00e9t nh\u1ea5t \u0111\u1ec3 ph\u00e2n bi\u1ec7t gi\u1eefa t\u1eadp trung kh\u00e1ch h\u00e0ng v\u00e0 l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u0111\u00f3 l\u00e0:<\/p>\n

\n

C\u00e1c doanh nghi\u1ec7p t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng quan t\u00e2m \u0111\u1ebfn WANT ( mu\u1ed1n )
\nC\u00e1c doanh nghi\u1ec7p l\u1ea5y kh\u00e1ch l\u00e0m trung t\u00e2m quan t\u00e2m \u0111\u1ebfn NEED ( nhu c\u1ea7u )<\/p>\n<\/blockquote>\n

\"1_9clyDN9TIVZY4_Q-zZtzvQ\"<\/p>\n

T\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng l\u00e0 cung c\u1ea5p cho h\u1ecd m\u1ed9t tr\u1ea3i nghi\u1ec7m nh\u1ea5t qu\u00e1n ph\u00f9 h\u1ee3p v\u1edbi t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ch\u1ea1m tr\u00ean h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng. Nh\u1eefng s\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c t\u1ea1o ra nh\u1eb1m \u0111\u00e1p \u1ee9ng mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eadp trung v\u00e0o vi\u1ec7c gi\u1ea3i quy\u1ebft nh\u1eefng v\u1ea5n \u0111\u1ec1 c\u1ee5 th\u1ec3 m\u00e0 kh\u00e1ch h\u00e0ng \u0111ang g\u1eb7p ph\u1ea3i, t\u1eeb \u0111\u00f3 b\u00e1n \u0111\u01b0\u1ee3c nhi\u1ec1u s\u1ea3n ph\u1ea9m h\u01a1n. Nh\u00e0 qu\u1ea3n l\u00fd trong c\u00e1c doanh nghi\u1ec7p t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng hi\u1ec3u r\u1eb1ng c\u00e1c chi ph\u00ed li\u00ean quan \u0111\u1ebfn s\u1ea3n xu\u1ea5t, ti\u1ebfp th\u1ecb v\u00e0 cung c\u1ea5p ti\u1ec7n \u00edch cho kh\u00e1ch h\u00e0ng s\u1ebd mang l\u1ea1i nhi\u1ec1u l\u1ee3i nhu\u1eadn, nh\u01b0ng gi\u00e1 tr\u1ecb m\u1ed1i quan h\u1ec7 gi\u1eefa kh\u00e1ch h\u00e0ng v\u1edbi doanh nghi\u1ec7p l\u1ea1i v\u01b0\u1ee3t ra xa c\u00e1c th\u01b0\u1edbc \u0111o v\u1ec1 doanh thu \u0111\u00f3. T\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c t\u1ec7, ch\u1ec9 l\u00e0 c\u00e1c doanh nghi\u1ec7p n\u00ean c\u00f3 t\u1ea7m nh\u00ecn xa h\u01a1n \u0111\u1ec3 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng s\u00e2u s\u1eafc, l\u00e2u d\u00e0i v\u00e0 b\u1ec1n ch\u1eb7t h\u01a1n.<\/p>\n

L\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m c\u00f3 th\u1ec3 xem nh\u01b0 m\u1ed9t b\u01b0\u1edbc ti\u1ebfn \u0111\u1ed9t ph\u00e1 nh\u1eb1m t\u1ea1o d\u1ef1ng m\u1ed1i quan h\u1ec7 m\u1eadt thi\u1ebft v\u1edbi kh\u00e1ch h\u00e0ng. Kh\u00e1ch h\u00e0ng lu\u00f4n \u0111\u01b0\u1ee3c \u0111\u1eb7t \u1edf v\u1ecb tr\u00ed trung t\u00e2m v\u00e0 doanh nghi\u1ec7p s\u1ebd quan t\u00e2m nhi\u1ec1u h\u01a1n \u0111\u1ebfn vi\u1ec7c t\u00ecm hi\u1ec3u nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 mang \u0111\u1ebfn nh\u1eefng s\u1ea3n ph\u1ea9m v\u01b0\u1ee3t xa c\u1ea3 nh\u1eefng g\u00ec h\u1ecd mong mu\u1ed1n. \u0110i\u1ec1u n\u00e0y \u0111\u00f2i h\u1ecfi b\u1ea1n ph\u1ea3i hi\u1ec3u s\u00e2u s\u1eafc v\u1ec1 nhu c\u1ea7u c\u01a1 b\u1ea3n c\u1ee7a kh\u00e1ch h\u00e0ng, \u0111\u1ee9ng tr\u00ean v\u1ecb th\u1ebf c\u1ee7a kh\u00e1ch h\u00e0ng, nh\u00ecn th\u1ebf gi\u1edbi qua \u0111\u00f4i m\u1eaft c\u1ee7a h\u1ecd v\u00e0 ph\u1ea5n \u0111\u1ea5u \u0111\u1ec3 s\u00e1ng t\u1ea1o ra nh\u1eefng s\u1ea3n ph\u1ea9m tuy\u1ec7t v\u1eddi. Chi\u1ebfn l\u01b0\u1ee3c n\u00e0y nh\u1eb1m t\u1eadp trung v\u00e0o vi\u1ec7c duy tr\u00ec m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i v\u1edbi kh\u00e1ch h\u00e0ng. Tuy nhi\u00ean, \u0111\u1ec3 chuy\u1ec3n \u0111\u1ed5i sang m\u00f4 h\u00ecnh l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m kh\u00f4ng ph\u1ea3i \u0111i\u1ec1u \u0111\u01a1n gi\u1ea3n, n\u00f3 \u0111\u00f2i h\u1ecfi b\u1ea1n ph\u1ea3i thay \u0111\u1ed5i l\u1ea1i v\u0103n h\u00f3a doanh nghi\u1ec7p, c\u00f3 s\u1ef1 th\u1ed1ng nh\u1ea5t v\u00e0 ph\u1ed1i h\u1ee3p ch\u1eb7t ch\u1ebd gi\u1eefa c\u00e1c b\u1ed9 ph\u1eadn. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 n\u0103m \u0111i\u1ec3m kh\u00e1c bi\u1ec7t ch\u00ednh gi\u00fap b\u1ea1n ph\u00e2n bi\u1ec7t r\u00f5 h\u01a1n v\u1ec1 t\u1eadp trung kh\u00e1ch h\u00e0ng v\u00e0 l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung.<\/p>\n

\"\u1ea3nh<\/p>\n

Xu h\u01b0\u1edbng t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng v\u00e0 l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m.<\/p>\n<\/div>\n

1. Suy ngh\u0129 nh\u01b0 m\u1ed9t kh\u00e1ch h\u00e0ng<\/strong><\/h2>\n

Ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp c\u1eadn t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng c\u00f3 xu h\u01b0\u1edbng d\u1ef1a tr\u00ean vi\u1ec7c nh\u00ecn v\u00e0o mong mu\u1ed1n kh\u00e1ch h\u00e0ng v\u00e0 c\u1ed1 g\u1eafng t\u00ecm ra c\u00e1ch \u0111\u1ec3 th\u1ecfa m\u00e3n mong mu\u1ed1n nh\u1eb1m b\u00e1n \u0111\u01b0\u1ee3c h\u00e0ng. \u0110\u00e2y l\u00e0 m\u1ed9t c\u00e1ch ti\u1ebfp c\u1eadn b\u00ean ngo\u00e0i, gi\u00fap gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 tr\u01b0\u1edbc m\u1eaft m\u00e0 kh\u00e1ch h\u00e0ng \u0111ang g\u1eb7p ph\u1ea3i. Ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp c\u1eadn l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m s\u1ebd c\u1ed1 g\u1eafng nh\u00ecn th\u1ebf gi\u1edbi t\u1eeb quan \u0111i\u1ec3m c\u1ee7a kh\u00e1ch h\u00e0ng, \u0111\u00f3 l\u00e0 quan \u0111i\u1ec3m t\u1eeb trong ra ngo\u00e0i. C\u00e1c ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp c\u1eadn nh\u01b0 qu\u1ea3ng c\u00e1o theo ch\u01b0\u01a1ng tr\u00ecnh, th\u1eed nghi\u1ec7m \u0111o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c ch\u00fa tr\u1ecdng. Doanh nghi\u1ec7p s\u1ebd lu\u00f4n t\u00ecm m\u1ecdi c\u00e1ch \u0111\u1ec3 c\u00f3 th\u1ec3 l\u1eafng nghe v\u00e0 th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng.<\/p>\n

2. Cung c\u1ea5p gi\u1ea3i ph\u00e1p, kh\u00f4ng ch\u1ec9 l\u00e0 s\u1ea3n ph\u1ea9m \/ d\u1ecbch v\u1ee5<\/strong><\/h2>\n

Ti\u1ebfp th\u1ecb t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng c\u1ed1 g\u1eafng x\u00e1c \u0111\u1ecbnh s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 n\u00e0o ph\u00f9 h\u1ee3p v\u1edbi mong mu\u1ed1n c\u1ee7a m\u1ed7i kh\u00e1ch h\u00e0ng. C\u00f2n ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp c\u1eadn l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m s\u1ebd c\u1ed1 g\u1eafng t\u1ea1o ra m\u1ed9t gi\u1ea3i ph\u00e1p ho\u00e0n ch\u1ec9nh. B\u1eb1ng c\u00e1ch suy ngh\u0129 nh\u01b0 kh\u00e1ch h\u00e0ng, b\u1eb1ng c\u00e1ch hi\u1ec3u nhu c\u1ea7u c\u0169ng nh\u01b0 mong mu\u1ed1n, m\u1ed9t c\u00f4ng ty l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m c\u00f3 th\u1ec3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng tr\u1ea3i nghi\u1ec7m l\u00e2u d\u00e0i c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c t\u1ed1i \u01b0u h\u00f3a.<\/p>\n

V\u00ed d\u1ee5, n\u1ebfu b\u1ea1n c\u1ea7n m\u1ed9t s\u1ea3n ph\u1ea9m gi\u00fap \u0111\u1ee1 trong vi\u1ec7c r\u1eeda b\u00e1t, m\u00e1y r\u1eeda b\u00e1t \u0111\u01b0\u1ee3c ra \u0111\u1eddi \u0111\u1ec3 h\u1ed7 tr\u1ee3 cho b\u1ea1n. Nh\u01b0ng, \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m, s\u1ea3n ph\u1ea9m b\u1ea1n nh\u1eadn \u0111\u01b0\u1ee3c c\u00f2n tr\u00ean c\u1ea3 mong \u0111\u1ee3i. Kh\u00f4ng ch\u1ec9 \u0111\u01a1n gi\u1ea3n l\u00e0 m\u1ed9t chi\u1ebfc m\u00e1y r\u1eeda b\u00e1t, b\u1ea1n c\u00f2n c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng \u0111\u1ec3 s\u1ea5y b\u00e1t, lo\u1ea1i b\u1ecf c\u00e1c vi khu\u1ea9n c\u00f2n b\u00e1m l\u1ea1i tr\u00ean b\u00e1t \u0111\u0129a. M\u1eb7c d\u00f9 ban \u0111\u1ea7u, b\u1ea1n kh\u00f4ng h\u1ec1 mong mu\u1ed1n b\u00e1t \u0111\u0129a s\u1ebd \u0111\u01b0\u1ee3c s\u1ea5y s\u1ea1ch s\u1ebd, nh\u01b0ng ch\u00ednh vi\u1ec7c l\u1eafng nghe v\u00e0 th\u1ea5u hi\u1ec3u c\u1ee7a vi\u1ec7c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u0111\u00e3 gi\u00fap s\u00e1ng t\u1ea1o ra th\u00eam t\u00ednh n\u0103ng s\u1ea5y cho m\u00e1y r\u1eeda b\u00e1t c\u1ee7a b\u1ea1n. Hay \u0111\u1ed1i v\u1edbi nh\u1eefng d\u00f2ng \u0111i\u1ec7n tho\u1ea1i ng\u00e0y nay ( Samsung, Iphone, \u2026 ) b\u1ea1n kh\u00f4ng h\u1ec1 y\u00eau c\u1ea7u chi\u1ebfc \u0111i\u1ec7n tho\u1ea1i c\u00f3 kh\u1ea3 n\u0103ng ch\u1ecbu l\u1ef1c t\u1ed1t, m\u00e0n h\u00ecnh chu\u1ea9n full HD, camera ch\u1ee5p chuy\u00ean nghi\u1ec7p nh\u01b0 m\u00e1y \u1ea3nh. Nh\u01b0ng nh\u1eefng t\u00ednh n\u0103ng n\u00e0y v\u1eabn lu\u00f4n \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n t\u1eebng ng\u00e0y \u0111\u1ec3 mang \u0111\u1ebfn nh\u1eefng tr\u1ea3i nghi\u1ec7m \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a b\u1ea1n.<\/p>\n

\"Success<\/p>\n

Cung c\u1ea5p nh\u1eefng gi\u1ea3i ph\u00e1p \u0111\u00e1p \u1ee9ng t\u1ed1i \u0111a nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<\/div>\n

3. T\u1eadp trung v\u00e0o gi\u00e1 tr\u1ecb tr\u1ecdn \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong><\/h2>\n

C\u00e1c doanh nghi\u1ec7p t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng th\u01b0\u1eddng h\u01b0\u1edbng \u0111\u1ebfn vi\u1ec7c l\u00e0m th\u1ecfa m\u00e3n mong mu\u1ed1n cho t\u1ea5t c\u1ea3 kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd, cung c\u1ea5p d\u1ecbch v\u1ee5 v\u00e0 trao quy\u1ec1n cho nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng l\u00e0m cho kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng. \u0110\u1ed1i v\u1edbi c\u00e1c doanh nghi\u1ec7p n\u00e0y, b\u1ed9 ph\u1eadn ch\u1ecbu tr\u00e1ch nhi\u1ec7m ch\u00ednh v\u1ec1 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 b\u1ed9 ph\u1eadn ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng.<\/p>\n

C\u00e1c doanh nghi\u1ec7p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m bi\u1ebft ai l\u00e0 kh\u00e1ch h\u00e0ng ch\u00ednh, b\u1edfi v\u00ec h\u1ecd s\u1eed d\u1ee5ng c\u00e1ch ti\u1ebfp c\u1eadn d\u1ef1a tr\u00ean gi\u00e1 tr\u1ecb tr\u1ecdn \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng. C\u00e1c doanh nghi\u1ec7p n\u00e0y th\u01b0\u1eddng c\u00f3 m\u1ed9t ph\u00e2n kh\u00fac d\u1ef1a tr\u00ean gi\u00e1 tr\u1ecb tr\u1ecdn \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 t\u1eadp trung n\u1ed7 l\u1ef1c v\u00e0o t\u00ecm ki\u1ebfm v\u00e0 gi\u1ea3i quy\u1ebft nhu c\u1ea7u c\u1ee7a nh\u1eefng kh\u00e1ch h\u00e0ng n\u00e0y. To\u00e0n b\u1ed9 c\u00e1c b\u1ed9 ph\u1eadn, ph\u00f2ng ban c\u0169ng nh\u01b0 nh\u00e2n vi\u00ean trong doanh nghi\u1ec7p \u0111\u1ec1u ph\u1ea3i \u0111\u1eb7t kh\u00e1ch h\u00e0ng v\u00e0o v\u1ecb tr\u00ed trung t\u00e2m, m\u1ecdi s\u00e1ng t\u1ea1o v\u00e0 s\u1ea3n ph\u1ea9m \u0111\u1ec1u xu\u1ea5t ph\u00e1t t\u1eeb l\u1ee3i \u00edch c\u1ee7a kh\u00e1ch h\u00e0ng ch\u1ee9 kh\u00f4ng ph\u1ea3i d\u1ef1a tr\u00ean quan \u0111i\u1ec3m c\u00e1 nh\u00e2n. Nh\u1eefng gi\u00e1 tr\u1ecb m\u00e0 doanh nghi\u1ec7p mang \u0111\u1ebfn cho kh\u00e1ch h\u00e0ng v\u01b0\u1ee3t ngo\u00e0i mong \u0111\u1ee3i c\u1ee7a h\u1ecd. Thay v\u00ec ch\u1ec9 t\u1eadp trung v\u00e0o duy nh\u1ea5t mong mu\u1ed1n tr\u01b0\u1edbc m\u1eaft c\u1ee7a kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m c\u00f2n ch\u1ee7 \u0111\u1ed9ng nghi\u00ean c\u1ee9u v\u00e0 b\u1ed5 sung th\u00eam nh\u1eefng ti\u1ec7n \u00edch tr\u01b0\u1edbc c\u1ea3 khi kh\u00e1ch h\u00e0ng nh\u1eadn ra h\u1ecd th\u1eadt s\u1ef1 c\u1ea7n ch\u00fang.<\/p>\n

Th\u1ecfa m\u00e3n mong mu\u1ed1n c\u00f3 th\u1ec3 khi\u1ebfn kh\u00e1ch h\u00e0ng mua h\u00e0ng c\u1ee7a b\u1ea1n l\u1ea7n \u0111\u1ea7u ti\u00ean, nh\u01b0ng mang \u0111\u1ebfn gi\u00e1 tr\u1ecb tr\u1ecdn \u0111\u1eddi cho h\u1ecd th\u00f4ng qua c\u00e1c ch\u00ednh s\u00e1ch ch\u0103m s\u00f3c tuy\u1ec7t v\u1eddi tr\u01b0\u1edbc trong v\u00e0 sau b\u00e1n m\u1edbi l\u00e0 b\u00ed quy\u1ebft gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng \u1edf nh\u1eefng l\u1ea7n mua sau.<\/p>\n

4. Ch\u1ee7 \u0111\u1ed9ng thay v\u00ec ph\u1ea3n \u1ee9ng<\/strong><\/h2>\n

C\u00e1c doanh nghi\u1ec7p t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng c\u00f3 xu h\u01b0\u1edbng \u0111u\u1ed5i theo kh\u00e1ch h\u00e0ng, t\u00ecm c\u00e1ch l\u00e0m h\u00e0i l\u00f2ng t\u1ea5t c\u1ea3 nh\u1eefng ng\u01b0\u1eddi b\u01b0\u1edbc qua c\u1eeda v\u00e0 t\u00ecm c\u00e1ch k\u1ebft h\u1ee3p s\u1ea3n ph\u1ea9m \/ d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c b\u00e1n v\u1edbi m\u1ed7i kh\u00e1ch h\u00e0ng. C\u00e1c doanh nghi\u1ec7p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m l\u1ea1i t\u1eadp trung v\u00e0o c\u00e1c nh\u00f3m kh\u00e1ch h\u00e0ng c\u1ed1t l\u00f5i, x\u00e1c \u0111\u1ecbnh nhu c\u1ea7u (kh\u00f4ng ch\u1ec9 mu\u1ed1n) v\u00e0 t\u00ecm c\u00e1ch gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1. \u0110\u00e2y l\u00e0 m\u1ed9t c\u00e1ch ti\u1ebfp c\u1eadn chi\u1ebfn l\u01b0\u1ee3c v\u00e0 khuy\u1ebfn kh\u00edch\u00a0doanh nghi\u1ec7p\u00a0h\u1ee3p t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng \u0111\u1ec3 c\u00f9ng t\u1ea1o ra s\u1ef1 ph\u00e1t tri\u1ec3n l\u00e2u d\u00e0i.<\/p>\n

\"Consumer\"<\/p>\n

Ch\u1ee7 \u0111\u1ed9ng t\u00ecm hi\u1ec3u nhu c\u1ea7u kh\u00e1ch h\u00e0ng.<\/p>\n<\/div>\n

5. M\u1ed9t s\u1ed1 v\u00ed d\u1ee5 v\u1ec1 c\u00e1c doanh nghi\u1ec7p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m<\/strong><\/h2>\n

McDonald\u2019s<\/strong><\/p>\n

Steve Easterbrook \u0111\u00e3 tr\u1edf th\u00e0nh CEO c\u1ee7a McDonald\u2019s v\u00e0o n\u0103m 2015, d\u1eabn \u0111\u1ea7u v\u1ec1 v\u0103n h\u00f3a l\u1eafng nghe v\u00e0 h\u00e0nh \u0111\u1ed9ng d\u1ef1a tr\u00ean ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng. Tr\u01b0\u1edbc th\u1eddi \u0111i\u1ec3m n\u00e0y, doanh s\u1ed1 b\u00e1n \u0111\u00e3 gi\u1ea3m xu\u1ed1ng \u1edf th\u1ecb tr\u01b0\u1eddng n\u1ed9i \u0111\u1ecba ch\u1ee7 l\u1ef1c, ng\u01b0\u1eddi ti\u00eau d\u00f9ng quay sang c\u00e1c s\u1ea3n ph\u1ea9m c\u00f3 s\u1ee9c kh\u1ecfe h\u01a1n thay v\u00ec ch\u1ecdn nh\u1eefng s\u1ea3n ph\u1ea9m chi\u00ean r\u00e1n; c\u00f2n c\u00e1c \u0111\u1ed1i th\u1ee7 nh\u1ecf h\u01a1n v\u1edbi th\u1ef1c \u0111\u01a1n t\u01b0\u01a1i m\u1edbi h\u01a1n c\u0169ng \u0111ang \u0103n d\u1ea7n v\u00e0o th\u1ecb ph\u1ea7n c\u1ee7a McDonald\u2019s. L\u00fd do s\u00e2u xa l\u00e0 v\u00ec McDonald\u2019s ch\u1eadm th\u00edch \u1ee9ng tr\u01b0\u1edbc th\u1ecb hi\u1ebfu ng\u01b0\u1eddi ti\u00eau d\u00f9ng \u0111ang thay \u0111\u1ed5i v\u00e0 do d\u1ef1, e ng\u1ea1i tr\u01b0\u1edbc r\u1ee7i ro. G\u1ea7n 2 n\u0103m sau khi Steve Easterbrook \u0111\u1ea3m nh\u1eadn v\u1ecb tr\u00ed CEO t\u1ea1i McDonald\u2019s, doanh s\u1ed1 b\u00e1n t\u1ea1i M\u1ef9 \u0111\u00e3 t\u0103ng tr\u1edf l\u1ea1i. Bi\u00ean l\u1ee3i nhu\u1eadn tr\u01b0\u1edbc thu\u1ebf v\u00e0 l\u00e3i vay \u0111\u00e3 t\u0103ng 3,4 \u0111i\u1ec3m ph\u1ea7n tr\u0103m trong 2 n\u0103m qua l\u00ean con s\u1ed1 \u01b0\u1edbc t\u00ednh 32,3% v\u00e0o cu\u1ed1i . Gi\u00e1 c\u1ed5 phi\u1ebfu c\u1ee7a C\u00f4ng ty \u0111\u00e3 t\u0103ng kho\u1ea3ng 25% so v\u1edbi m\u1ee9c t\u0103ng 7,5% c\u1ee7a ch\u1ec9 s\u1ed1 ch\u1ee9ng kho\u00e1n S&P 500 k\u1ec3 t\u1eeb khi \u00f4ng tr\u1edf th\u00e0nh CEO.<\/p>\n

B\u1eb1ng c\u00e1ch xem x\u00e9t c\u00e1c c\u00e1ch kh\u00e1c nhau \u0111\u1ec3 n\u1eafm b\u1eaft ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng, bao g\u1ed3m c\u00e1c ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i v\u00e0 kh\u1ea3o s\u00e1t tr\u1ef1c tuy\u1ebfn, McDonald\u2019s b\u1eaft \u0111\u1ea7u x\u00e1c \u0111\u1ecbnh nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng mu\u1ed1n t\u1eeb nh\u00e0 h\u00e0ng. McDonald\u2019s \u0111\u00e3 l\u00e0m t\u1ed1t c\u00f4ng vi\u1ec7c h\u1ed3i sinh m\u1ea3ng kinh doanh nh\u00e0 h\u00e0ng t\u1ea1i M\u1ef9 b\u1eb1ng vi\u1ec7c ra m\u1eaft \u201cAll day breakfast\u201d \u2013 k\u1ebf ho\u1ea1ch ph\u1ee5c v\u1ee5 b\u1eefa s\u00e1ng v\u00e0o b\u1ea5t c\u1ee9 th\u1eddi \u0111i\u1ec3m n\u00e0o trong ng\u00e0y.<\/p>\n

N\u1ed7 l\u1ef1c c\u1ea3i t\u1ed5 di\u1ec5n ra \u1edf nhi\u1ec1u nh\u00e0 h\u00e0ng M\u1ef9 c\u1ee7a McDonald\u2019s nh\u01b0 c\u00e1c qu\u1ea7y h\u00e0ng t\u1ef1 ph\u1ee5c v\u1ee5 c\u0169ng nh\u01b0 t\u00e2n trang l\u1ea1i c\u1eeda h\u00e0ng v\u1edbi hy v\u1ecdng thu h\u00fat \u0111\u01b0\u1ee3c c\u00e1c gia \u0111\u00ecnh v\u00e0 kh\u00e1ch h\u00e0ng tr\u1ebb tu\u1ed5i h\u01a1n. McDonald\u2019s c\u0169ng \u0111ang th\u1eed nghi\u1ec7m d\u1ecbch v\u1ee5 giao h\u00e0ng b\u1eb1ng Uber t\u1ea1i Florida. Easterbrook c\u0169ng \u0111\u00e3 xem l\u1ea1i th\u1ef1c \u0111\u01a1n c\u1ee7a McDonald\u2019s, gi\u1ea3m s\u1ed1 m\u00f3n \u0103n trong khi th\u1eed nghi\u1ec7m kh\u1ea3 n\u0103ng \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u00e1 nh\u00e2n c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng v\u1edbi c\u00e1c \u201cc\u00f4ng th\u1ee9c \u0111\u01b0\u1ee3c ch\u1ebf bi\u1ebfn \u0111\u1eb7c bi\u1ec7t\u201d trong c\u00e1c nh\u00e0 h\u00e0ng v\u00e0 t\u1ea1i m\u1ed9t s\u1ed1 qu\u1ea7y ph\u1ee5c v\u1ee5 kh\u00e1ch ng\u1ed3i trong \u00f4 t\u00f4. McDonald\u2019s c\u0169ng \u0111ang gi\u1edbi thi\u1ec7u nhi\u1ec1u k\u00edch c\u1ee1 b\u00e1nh Big Mac kh\u00e1c nhau. C\u00e1c m\u00f3n \u0103n \u0111\u1eb7c bi\u1ec7t theo khu v\u1ef1c c\u0169ng xu\u1ea5t hi\u1ec7n tr\u00ean th\u1ef1c \u0111\u01a1n, nh\u01b0 m\u00f3n McLobster t\u1ea1i Maine v\u00e0 New England hay m\u00f3n \u0111\u00e0o v\u00e0 b\u00e1nh xo\u00e0i t\u1ea1i Hawaii. B\u00ean c\u1ea1nh \u0111\u00f3, McDonald\u2019s c\u0169ng l\u00e0m phong ph\u00fa th\u00eam lo\u1ea1i c\u00e0 ph\u00ea nh\u01b0 ly c\u00e0 ph\u00ea Americano 1USD v\u00e0 chocolate n\u00f3ng, c\u00e0 ph\u00ea mocha, c\u00e0 ph\u00ea s\u1eefa ly nh\u1ecf ch\u1ec9 2USD, \u201cph\u00e1 gi\u00e1\u201d Starbucks gi\u1eefa l\u00fac chu\u1ed7i c\u00e0 ph\u00ea n\u00e0y \u0111ang n\u1ed7 l\u1ef1c x\u00e2y d\u1ef1ng th\u1ef1c \u0111\u01a1n c\u00e1c m\u00f3n \u0103n \u0111\u1ec3 c\u1ea1nh tranh t\u1ed1t h\u01a1n v\u1edbi McDonald\u2019s.<\/p>\n

N\u1ebfu McDonald\u2019s ch\u1ec9 t\u1eadp trung v\u00e0o t\u00ecm hi\u1ec3u mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng th\u00ec h\u1ecd s\u1ebd kh\u00f4ng bao gi\u1edd c\u00f3 th\u1ec3 \u0111\u1ee9ng v\u1eefng tr\u00ean th\u1ecb tr\u01b0\u1eddng \u0111\u1ed3 \u0103n nhanh, ch\u00ednh s\u1ef1 nhanh nh\u1ea1y v\u00e0 \u0111\u1eb7t kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u0111\u1ec3 mang \u0111\u1ebfn nh\u1eefng s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 tuy\u1ec7t v\u1eddi l\u00e0 \u0111i\u1ec3m m\u1ea5u ch\u1ed1t gi\u00fap ph\u00e1t tri\u1ec3n.<\/p>\n

\"66c312d7_1443636988091_1_\"<\/p>\n

All day breakfast<\/p>\n<\/div>\n

Zappos<\/strong><\/p>\n

Nh\u00e0 b\u00e1n l\u1ebb gi\u00e0y v\u00e0 qu\u1ea7n \u00e1o tr\u1ef1c tuy\u1ebfn \u2013 Zappos \u0111\u00e3 b\u1eaft \u0111\u1ea7u chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m v\u1edbi ch\u00ednh nh\u00e2n vi\u00ean c\u1ee7a m\u00ecnh. Zappos tin r\u1eb1ng vi\u1ec7c t\u1ea1o d\u1ef1ng v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m mang l\u1ea1i cho t\u1ea5t c\u1ea3 nh\u00e2n vi\u00ean m\u1ed9t h\u00ecnh \u1ea3nh nh\u1ea5t qu\u00e1n v\u1ec1 ch\u00e2n dung kh\u00e1ch h\u00e0ng. Nh\u00f3m Nghi\u00ean c\u1ee9u kh\u00e1ch h\u00e0ng Zappos, s\u1eed d\u1ee5ng c\u00e1c ph\u01b0\u01a1ng ph\u00e1p kh\u00e1c nhau \u0111\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1 c\u1ea7n. Ph\u00e1t bi\u1ec3u t\u1ea1i CX Innovation v\u00e0 Tech Fest, Alex Genov, Tr\u01b0\u1edfng ph\u00f2ng nghi\u00ean c\u1ee9u kh\u00e1ch h\u00e0ng c\u1ee7a Zappos, gi\u1ea3i th\u00edch c\u00e1ch c\u00f4ng ty s\u1eed d\u1ee5ng vi\u1ec7c ki\u1ec3m tra kh\u1ea3 n\u0103ng s\u1eed d\u1ee5ng, kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng v\u00e0 ph\u1ecfng v\u1ea5n s\u00e2u \u0111\u1ec3 c\u00f3 c\u00e1i nh\u00ecn to\u00e0n di\u1ec7n v\u1ec1 kh\u00e1ch h\u00e0ng.<\/p>\n

Th\u1eadt th\u00fa v\u1ecb, Zappos (thu\u1ed9c s\u1edf h\u1eefu c\u1ee7a Amazon) c\u0169ng xem vi\u1ec7c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m l\u00e0 \u2018n\u1ed7i \u00e1m \u1ea3nh\u2019 nh\u01b0 m\u1ed9t s\u1ef1 kh\u00e1c bi\u1ec7t so v\u1edbi \u0111\u1ed1i th\u1ee7. H\u1ecd t\u1ef1 h\u00e0o v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng do m\u00ecnh cung c\u1ea5p, \u0111i\u1ec1u n\u00e0y \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n tr\u00ean trang web c\u1ee7a Zappos. S\u1ed1 \u0111i\u1ec7n tho\u1ea1i c\u1ee7a h\u1ecd lu\u00f4n \u0111\u01b0\u1ee3c \u0111\u1eb7t \u1edf \u0111\u1ea7u trang ch\u1ee7 c\u00f9ng d\u00f2ng ch\u1eef \u201c Available 24\/7 \u2019\u2019 n\u1ed5i b\u1eadt \u0111i k\u00e8m s\u1ed1 hotline. Zappos lu\u00f4n \u0111\u1ea3m b\u1ea3o r\u1eb1ng v\u1edbi m\u1ed7i cu\u1ed9c g\u1ecdi \u0111\u1ebfn kh\u00e1ch h\u00e0ng lu\u00f4n nh\u1eadn \u0111\u01b0\u1ee3c s\u1ef1 th\u00e2n thi\u1ec7n v\u00e0 tr\u00f2 chuy\u1ec7n vui v\u1ebb thay v\u00ec ho\u00e0n to\u00e0n t\u1eadp trung v\u00e0o kinh doanh, gi\u00fap g\u1eafn k\u1ebft m\u1ed1i quan h\u1ec7 gi\u1eefa th\u01b0\u01a1ng hi\u1ec7u v\u00e0 kh\u00e1ch h\u00e0ng \u1edf m\u1ecdi \u0111i\u1ec3m ti\u1ebfp x\u00fac.<\/p>\n

\"ZAPPOS\"<\/p>\n

Zappos cung c\u1ea5p m\u1ed9t d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi.<\/p>\n<\/div>\n

S\u1ef1 thay \u0111\u1ed5i theo h\u01b0\u1edbng tr\u1edf th\u00e0nh m\u1ed9t doanh nghi\u1ec7p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m kh\u00f4ng ph\u1ea3i vi\u1ec7c d\u1ec5 d\u00e0ng, nh\u01b0ng \u0111\u1eebng b\u1ecf qua \u0111i\u1ec1u n\u00e0y v\u00ec ngay c\u1ea3 nh\u1eefng thay \u0111\u1ed5i nh\u1ecf nh\u1ea5t \u0111\u1ed1i v\u1edbi ch\u00ednh s\u00e1ch v\u00e0 quy tr\u00ecnh c\u0169ng c\u00f3 th\u1ec3 mang l\u1ea1i l\u1ee3i \u00edch tuy\u1ec7t v\u1eddi cho kh\u00e1ch h\u00e0ng c\u0169ng nh\u01b0 doanh nghi\u1ec7p c\u1ee7a b\u1ea1n.Tr\u1edf th\u00e0nh m\u1ed9t t\u1ed5 ch\u1ee9c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m l\u00e0 con \u0111\u01b0\u1eddng gi\u00fap b\u1ea1n t\u00ecm ra ti\u1ec1m n\u0103ng th\u1ef1c s\u1ef1 c\u1ee7a gi\u00e1 tr\u1ecb kh\u00e1ch h\u00e0ng.
B\u00e0i vi\u1ebft li\u00ean quan:\u00a0Customer \u2013 Centric l\u00e0 g\u00ec ? C\u00e1ch \u00e1p d\u1ee5ng \u0111\u1ec3 mang l\u1ea1i hi\u1ec7u qu\u1ea3 cao cho doanh nghi\u1ec7p.<\/em><\/p>\n

\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0\u00a0Nh\u1eefng l\u1ee3i \u00edch c\u1ee7a Customer \u2013 Centric<\/em><\/p>\n

\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 C\u00e1ch tri\u1ec3n khai Customer \u2013 Centric hi\u1ec7u qu\u1ea3<\/em><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

\u201c Kh\u00e1ch h\u00e0ng l\u00e0 th\u01b0\u1ee3ng \u0111\u1ebf \u2019\u2019 l\u00e0 c\u00e2u n\u00f3i \u0111\u01b0\u1ee3c c\u00e1c doanh nghi\u1ec7p s\u1eed d\u1ee5ng nhi\u1ec1u nh\u1ea5t. B\u1edfi n\u1ebfu kh\u00f4ng c\u00f3 kh\u00e1ch h\u00e0ng, vi\u1ec7c kinh doanh c\u1ee7a b\u1ea1n s\u1ebd kh\u00f4ng th\u1ec3 n\u00e0o thu\u1eadn l\u1ee3i v\u00e0 ph\u00e1t tri\u1ec3n. Kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 nh\u1eefng ng\u01b0\u1eddi gi\u00fap b\u1ea1n g\u00e2y d\u1ef1ng doanh nghi\u1ec7p ng\u00e0y c\u00e0ng l\u1edbn m\u1ea1nh v\u00ec v\u1eady \u0111em \u0111\u1ebfn nh\u1eefng l\u1ee3i \u00edch t\u1ed1t nh\u1ea5t cho kh\u00e1ch h\u00e0ng l\u00e0 \u0111i\u1ec1u m\u00e0 c\u00e1c doanh nghi\u1ec7p h\u01b0\u1edbng \u0111\u1ebfn. Nhi\u1ec1u doanh nghi\u1ec7p t\u1ef1 tin r\u1eb1ng m\u00ecnh \u0111ang n\u1eafm trong tay c\u00e1c chi\u1ebfn l\u01b0\u1ee3c \u0111\u1ec3 x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng, tuy nhi\u00ean th\u1ef1c t\u1ebf cho th\u1ea5y s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng l\u1ea1i kh\u00f4ng nhi\u1ec1u nh\u01b0 h\u1ecd k\u1ef3 v\u1ecdng. \u0110i\u1ec3m m\u1ea5u ch\u1ed1t n\u1eb1m \u1edf ch\u1ed7 t\u01b0 duy c\u1ee7a doanh nghi\u1ec7p l\u00e0 t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng ch\u1ee9 ch\u01b0a ph\u1ea3i l\u00e0 l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. Nghe qua, hai thu\u1eadt ng\u1eef n\u00e0y g\u1ea7n nh\u01b0 c\u00f3 th\u1ec3 thay th\u1ebf cho nhau, nh\u01b0ng n\u1ebfu b\u1ea1n \u0111i s\u00e2u v\u00e0o t\u00ecm hi\u1ec3u, th\u00ec s\u1ebd th\u1ea5y nh\u1eefng \u0111i\u1ec3m kh\u00e1c bi\u1ec7t quan tr\u1ecdng \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a doanh nghi\u1ec7p \u0111\u1ebfn t\u1eeb vi\u1ec7c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. Masterskills s\u1ebd gi\u00fap b\u1ea1n ch\u1ec9 ra nh\u1eefng \u0111i\u1ec3m t\u1ea1o n\u00ean s\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng ( customer focused ) v\u00e0 l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m ( customer centric ) trong b\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y.<\/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\/52594"}],"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=52594"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52594\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=52594"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=52594"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=52594"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}