{"id":52650,"date":"2023-12-20T04:30:32","date_gmt":"2023-12-19T21:30:32","guid":{"rendered":"https:\/\/masterskills.org\/blog\/chon-trai-nghiem-con-nguoi-hay-trai-nghiem-khach-hang.html"},"modified":"2023-12-20T04:30:32","modified_gmt":"2023-12-19T21:30:32","slug":"chon-trai-nghiem-con-nguoi-hay-trai-nghiem-khach-hang","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/chon-trai-nghiem-con-nguoi-hay-trai-nghiem-khach-hang.html","title":{"rendered":"Ch\u1ecdn tr\u1ea3i nghi\u1ec7m con ng\u01b0\u1eddi hay tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng?"},"content":{"rendered":"
Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hi\u1ec7n \u0111ang tr\u1edf th\u00e0nh c\u1ee5m t\u1eeb thu h\u00fat s\u1ef1 ch\u00fa \u00fd \u0111\u1eb7c bi\u1ec7t c\u1ee7a c\u00e1c nh\u00e0 ti\u1ebfp th\u1ecb c\u0169ng nh\u01b0 ch\u1ee7 th\u01b0\u01a1ng hi\u1ec7u, nh\u1ea5t l\u00e0 trong b\u1ed1i c\u1ea3nh k\u1ebft n\u1ed1i s\u00e2u s\u1eafc v\u1edbi kh\u00e1ch h\u00e0ng gi\u00fap th\u01b0\u01a1ng hi\u1ec7u m\u1edf r\u1ed9ng danh s\u00e1ch kh\u00e1ch h\u00e0ng trung th\u00e0nh, gi\u1ea3m chi ph\u00ed v\u00e0 t\u0103ng l\u1ee3i nhu\u1eadn. Tuy nhi\u00ean, quy chu\u1ea9n c\u1ee7a k\u1ebft n\u1ed1i s\u00e2u s\u1eafc v\u1edbi kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? Li\u1ec7u th\u01b0\u01a1ng hi\u1ec7u c\u00f3 \u0111ang b\u1ecf l\u1ee1 c\u01a1 h\u1ed9i k\u1ebft n\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng \u1edf m\u1ee9c \u0111\u1ed9 s\u00e2u h\u01a1n, theo nh\u1eefng c\u00e1ch \u201ccon ng\u01b0\u1eddi\u201d h\u01a1n?<\/p>\n

Tr\u00ean th\u1ef1c t\u1ebf, m\u1ed7i s\u00e1ng ch\u00fang ta kh\u00f4ng th\u1ee9c d\u1eady nh\u01b0 l\u00e0 m\u1ed9t \u201ckh\u00e1ch h\u00e0ng\u201d, s\u1ebd ch\u1eb3ng c\u00f3 ai v\u1eeba r\u00f3t c\u00e0 ph\u00ea m\u00e0 l\u1ea1i ngh\u0129: \u201cT\u00f4i l\u00e0 ng\u01b0\u1eddi s\u1eed d\u1ee5ng cu\u1ed1i (end user) c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u c\u00e0 ph\u00ea n\u00e0y\u201d. V\u1eady t\u1ea1i sao doanh nghi\u1ec7p l\u1ea1i nh\u1ea5n m\u1ea1nh t\u1edbi ph\u00e2n nh\u00f3m kh\u00e1ch h\u00e0ng v\u00e0 t\u00ecm m\u1ecdi c\u00e1ch \u0111\u1ec3 hi\u1ec3u insights d\u00f9 tr\u01b0\u1edbc khi h\u00e0nh \u0111\u1ed9ng theo nh\u1eefng c\u00e1ch \u201cc\u1ee7a kh\u00e1ch h\u00e0ng\u201d, t\u1ea5t c\u1ea3 ch\u00fang ta \u0111\u1ec1u l\u00e0 nh\u1eefng-con-ng\u01b0\u1eddi: l\u1ed9n x\u1ed9n, thi\u1ebfu nh\u1ea5t qu\u00e1n v\u00e0 h\u1ea7u nh\u01b0 \u0111\u1ec1u h\u00e0nh \u0111\u1ed9ng theo c\u1ea3m x\u00fac. V\u00ec l\u1ebd \u0111\u00f3, c\u00f3 th\u1ec3 \u0111\u00e3 \u0111\u1ebfn l\u00fac vi\u1ec7c th\u1eeba nh\u1eadn, t\u00f4n tr\u1ecdng v\u00e0 t\u00ecm c\u00e1ch khai th\u00e1c l\u1ee3i th\u1ebf c\u1ee7a nh\u1eefng y\u1ebfu t\u1ed1 \u201ccon ng\u01b0\u1eddi\u201d \u0111\u1ec3 t\u1ea1o kh\u00e1c bi\u1ec7t n\u00ean \u0111\u01b0\u1ee3c doanh nghi\u1ec7p quan t\u00e2m h\u01a1n.<\/p>\n

\"l\u1ea5y<\/p>\n

Thi\u1ebft k\u1ebf l\u1ea5y con ng\u01b0\u1eddi l\u00e0m trung t\u00e2m gi\u00fap doanh nghi\u1ec7p s\u00e1ng t\u1ea1o trong c\u00e1ch k\u1ebft n\u1ed1i kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

Ngay t\u1ea1i th\u1eddi \u0111i\u1ec3m n\u00e0y, th\u01b0\u01a1ng hi\u1ec7u c\u00f3 th\u1ec3 khai th\u00e1c nh\u1eefng ki\u1ebfn th\u1ee9c \u0111\u00e3 \u0111\u01b0\u1ee3c Tri\u1ebft h\u1ecdc, T\u00f4n gi\u00e1o, Khoa h\u1ecdc x\u00e3 h\u1ed9i, T\u00e2m l\u00fd h\u1ecdc, Sinh h\u1ecdc v\u00e0 ch\u1eafc ch\u1eafn c\u1ea3 Ti\u1ebfp th\u1ecb \u0111\u00e3 t\u1ed1n r\u1ea5t nhi\u1ec1u gi\u1ea5y m\u1ef1c v\u1ec1 ch\u1ee7 \u0111\u1ec1 \u00fd ngh\u0129a c\u1ee7a con ng\u01b0\u1eddi tr\u00ean cu\u1ed9c \u0111\u1eddi. B\u00ean c\u1ea1nh \u0111\u00f3, l\u1ee3i th\u1ebf \u0111\u1ebfn t\u1eeb xu h\u01b0\u1edbng thi\u1ebft k\u1ebf l\u1ea5y con ng\u01b0\u1eddi l\u00e0m trung t\u00e2m \u0111\u01b0a ch\u00fang ta tr\u1edf th\u00e0nh t\u00e2m \u0111i\u1ec3m c\u1ee7a doanh nghi\u1ec7p t\u1ea1i th\u1eddi \u0111i\u1ec3m s\u1ee9c m\u1ea1nh, kh\u1ea3 n\u0103ng ti\u1ebfp c\u1eadn c\u1ee7a c\u00f4ng ngh\u1ec7 s\u1ed1 t\u0103ng l\u00ean theo c\u1ea5p s\u1ed1 nh\u00e2n. Ch\u01b0a h\u1ebft, s\u1ef1 tr\u1ed7i d\u1eady c\u1ee7a AI c\u0169ng g\u00f3p ph\u1ea7n \u0111\u01b0a c\u00e1c th\u1eafc m\u1eafc v\u1ec1 y\u1ebfu t\u1ed1 \u0111\u1ecbnh ngh\u0129a ch\u00fang-ta-nh\u01b0-nh\u1eefng-con-ng\u01b0\u1eddi v\u00e0 \u00fd ngh\u0129a c\u1ee7a h\u00ecnh th\u00e0nh tr\u1ea3i nghi\u1ec7m con-ng\u01b0\u1eddi-h\u01a1n ng\u00e0y c\u00e0ng \u0111\u01b0\u1ee3c th\u00f4i th\u00fac.<\/p>\n

M\u1eb7c d\u00f9 tr\u1ea3i nghi\u1ec7m con ng\u01b0\u1eddi c\u00f3 th\u1ec3 s\u1ebd kh\u00f3 di\u1ec5n \u0111\u1ea1t nh\u01b0ng sau c\u00f9ng n\u00f3 \u0111\u01b0\u1ee3c quy\u1ebft \u0111\u1ecbnh b\u1edfi n\u0103ng l\u01b0\u1ee3ng, s\u1ef1 k\u1ebft n\u1ed1i v\u00e0 \u00fd ngh\u0129a v\u1ec1 vi\u1ec7c ch\u00fang ta s\u1ed1ng, h\u00edt th\u1edf m\u1ed7i ng\u00e0y. B\u1edfi, khao kh\u00e1t k\u1ebft n\u1ed1i v\u00e0 tr\u1ea3i nghi\u1ec7m ch\u00ednh l\u00e0 ch\u1ea5t li\u1ec7u cho nh\u1eefng tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi m\u00e0 m\u1ed7i ch\u00fang ta \u0111\u1ec1u s\u1ebd nh\u1edb r\u1ea5t l\u00e2u: kho\u1ea3ng th\u1eddi gian k\u1ec3 cho con nh\u1eefng c\u00e2u chuy\u1ec7n v\u1ec1 c\u00e1c sinh v\u1eadt v\u00e0 n\u00e0ng ti\u00ean trong th\u1ea7n tho\u1ea1i hay khi chia s\u1ebb v\u1edbi b\u1ea1n b\u00e8 v\u1ec1 \u00fd ngh\u0129a cu\u1ed9c s\u1ed1ng, v\u1ec1 t\u00ecnh y\u00eau v\u00e0 s\u1ef1 m\u1ea5t m\u00e1t v.v.<\/p>\n

5 nguy\u00ean t\u1eafc s\u00e1ng t\u1ea1o nh\u1eefng k\u1ebft n\u1ed1i \u201ccon ng\u01b0\u1eddi\u201d h\u01a1n<\/h2>\n

T\u1ea1i sao k\u1ebft n\u1ed1i mang t\u00ednh con ng\u01b0\u1eddi l\u1ea1i li\u00ean quan \u0111\u1ebfn c\u00e1c ch\u1ee7 doanh nghi\u1ec7p v\u00e0 \u0111\u1eb7c bi\u1ec7t l\u00e0 c\u00e1c Gi\u00e1m \u0111\u1ed1c ti\u1ebfp th\u1ecb? Trong b\u1ed1i c\u1ea3nh s\u00e1ng t\u1ea1o h\u00ecnh th\u1ee9c k\u1ebft n\u1ed1i kh\u00e1ch h\u00e0ng th\u00f4ng qua nh\u1eefng tr\u1ea3i nghi\u1ec7m, c\u00e2u chuy\u1ec7n k\u1ebft h\u1ee3p v\u1edbi kh\u1ea3 n\u0103ng th\u1ea5u hi\u1ec3u con ng\u01b0\u1eddi s\u00e2u s\u1eafc \u0111\u1eb7c bi\u1ec7t quan tr\u1ecdng v\u1edbi doanh nghi\u1ec7p v\u00e0 th\u1ef1c t\u1ebf r\u1ea5t nhi\u1ec1u nh\u00e0 ti\u1ebfp th\u1ecb \u0111ang t\u1eadp trung v\u00e0o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, ch\u1ec9 nh\u1eefng th\u01b0\u01a1ng hi\u1ec7u n\u00e0o hi\u1ec3u \u0111\u01b0\u1ee3c s\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 tr\u1ea3i nghi\u1ec7m con ng\u01b0\u1eddi m\u1edbi th\u1ef1c s\u1ef1 b\u1ee9t ph\u00e1.<\/p>\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c hi\u1ec3u l\u00e0 t\u1ed5ng h\u1ee3p chu\u1ed7i tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi th\u01b0\u01a1ng hi\u1ec7u sau nh\u1eefng l\u1ea7n ti\u1ebfp x\u00fac, t\u1ea1i c\u00e1c \u0111i\u1ec3m ch\u1ea1m:\u00a0l\u1ea7n \u0111\u1ea7u ti\u00ean chat\u00a0tr\u1ef1c tuy\u1ebfn\u00a0tr\u00ean\u00a0website, email, t\u1ed5ng \u0111\u00e0i ho\u1eb7c tr\u1ef1c ti\u1ebfp v\u1edbi nh\u00e2n vi\u00ean \u0111\u1ea1i di\u1ec7n cho th\u01b0\u01a1ng hi\u1ec7u. Trong khi \u0111\u00f3, tr\u1ea3i nghi\u1ec7m con ng\u01b0\u1eddi b\u1eaft \u0111\u1ea7u b\u1eb1ng s\u1ef1 tin t\u01b0\u1edfng, gi\u00e1 tr\u1ecb, c\u1ea3m x\u00fac v\u00e0 mong mu\u1ed1n c\u1ee7a m\u1ed9t c\u00e1 nh\u00e2n v\u1edbi th\u01b0\u01a1ng hi\u1ec7u h\u1ecd l\u1ef1a ch\u1ecdn (c\u00e1 nh\u00e2n \u0111\u00f3 c\u00f3 th\u1ec3 l\u00e0 nh\u00e2n vi\u00ean trong c\u00f4ng ty hay \u0111\u1ed1i t\u00e1c). V\u00ec l\u1ebd \u0111\u00f3, vi\u1ec7c k\u1ebft n\u1ed1i \u1edf c\u1ea5p \u0111\u1ed9 con ng\u01b0\u1eddi ch\u00ednh l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng \u0111\u1ec3 s\u00e1ng t\u1ea1o v\u00e0 cung c\u1ea5p tr\u1ea3i nghi\u1ec7m t\u1ed1t h\u01a1n cho kh\u00e1ch h\u00e0ng.<\/p>\n

\"kh\u00e1ch<\/p>\n

K\u1ebft n\u1ed1i \u1edf c\u1ea5p \u0111\u1ed9 con ng\u01b0\u1eddi \u0111\u1ec3 s\u00e1ng t\u1ea1o tr\u1ea3i nghi\u1ec7m t\u1ed1t h\u01a1n cho kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

Khi \u0111\u00e3 x\u00e1c \u0111\u1ecbnh m\u1ee5c ti\u00eau c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u l\u00e0 quan t\u00e2m t\u1edbi m\u1ecdi ng\u01b0\u1eddi nh\u01b0-nh\u1eefng-con-ng\u01b0\u1eddi thay v\u00ec coi h\u1ecd l\u00e0 kh\u00e1ch h\u00e0ng \u2013 ng\u01b0\u1eddi mang l\u1ea1i l\u1ee3i nhu\u1eadn \u0111\u00f4i khi c\u00f3 th\u1ec3 t\u1ea1o th\u00eam th\u00e1ch th\u1ee9c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u khi h\u1ecd m\u1ea1o hi\u1ec3m t\u1ef1 ki\u1ec3m ch\u1ee9ng c\u00e1c gi\u00e1 tr\u1ecb c\u1ed1t l\u00f5i v\u00e0 c\u1ea7n b\u1ed5 sung th\u00eam v\u1ec1 l\u1ef1a ch\u1ecdn thu h\u00fat kh\u00e1ch h\u00e0ng, nh\u00e2n vi\u00ean v\u00e0 \u0111\u1ed1i t\u00e1c. B\u00ean c\u1ea1nh \u0111\u00f3, c\u00e1c th\u01b0\u01a1ng hi\u1ec7u n\u00e0y c\u0169ng t\u1ef1 l\u00e0m kh\u00f3 m\u00ecnh khi \u0111\u1eb7t nhu c\u1ea7u c\u1ee7a con ng\u01b0\u1eddi v\u00e0o v\u1ecb tr\u00ed trung t\u00e2m nh\u1ea5t, c\u1ea3 b\u00ean trong l\u1eabn b\u00ean ngo\u00e0i \u0111\u1ed3ng th\u1eddi ch\u1ee7 \u0111\u1ed9ng \u0111i\u1ec1u ch\u1ec9nh n\u1ebfu c\u00e1c gi\u00e1 tr\u1ecb v\u00e0 h\u00e0nh \u0111\u1ed9ng ch\u01b0a \u0111\u1ed3ng b\u1ed9.<\/p>\n

L\u00e0 ng\u01b0\u1eddi ph\u1ee5 tr\u00e1ch c\u00e1c v\u1ea5n \u0111\u1ec1 li\u00ean quan t\u1edbi th\u01b0\u01a1ng hi\u1ec7u, c\u00e1c nh\u00e0 ti\u1ebfp th\u1ecb \u0111\u00e3 c\u00f3 c\u01a1 h\u1ed9i \u0111\u1ec3 tranh lu\u1eadn, ph\u1ea3n bi\u1ec7n \u2013 m\u1ed9t ph\u1ea7n b\u1eaft bu\u1ed9c \u0111\u1ec3 d\u1eabn d\u1eaft c\u00e1c n\u1ed7 l\u1ef1c s\u00e1ng t\u1ea1o tr\u1ea3i nghi\u1ec7m con ng\u01b0\u1eddi h\u01a1n. \u0110\u1ed3ng th\u1eddi, s\u1ef1 h\u1ed7 tr\u1ee3 c\u1ee7a c\u00f4ng ngh\u1ec7 v\u00e0 d\u1eef li\u1ec7u ng\u00e0y nay c\u00f3 th\u1ec3 cho ph\u00e9p tri\u1ec3n khai tr\u00ean quy m\u00f4 l\u1edbn ch\u01b0a t\u1eebng c\u00f3 nh\u01b0ng tr\u01b0\u1edbc khi \u1ee9ng d\u1ee5ng th\u01b0\u01a1ng hi\u1ec7u n\u00ean n\u1eafm b\u1eaft m\u1ed9t s\u1ed1 nguy\u00ean t\u1eafc sau:<\/p>\n

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  • Ch\u1ee7 \u0111\u1ed9ng \u0111\u1eafm m\u00ecnh trong c\u00e1c y\u1ebfu t\u1ed1 li\u00ean quan t\u1edbi con ng\u01b0\u1eddi.<\/strong> C\u00e1c nh\u00e0 ti\u1ebfp th\u1ecb c\u00f3 th\u1ec3 t\u1ef1 h\u1ecfi: \u0110i\u1ec1u g\u00ec gi\u00fap t\u0103ng kh\u1ea3 n\u0103ng k\u1ebft n\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng, nh\u00e2n vi\u00ean hay \u0111\u1ed1i t\u00e1c \u1edf th\u1eddi \u0111i\u1ec3m hi\u1ec7n t\u1ea1i? Ch\u00fang ta n\u00ean k\u1ec3 nh\u1eefng c\u00e2u chuy\u1ec7n g\u00ec s\u1ebd thu h\u00fat? Tr\u1ea3i nghi\u1ec7m n\u00e0o n\u00ean t\u1eadp trung?<\/li>\n
  • Ch\u1ee7 \u0111\u1ed9ng x\u00e1c \u0111\u1ecbnh v\u00e0 hi\u1ec3u nhu c\u1ea7u.<\/strong> Ph\u00e2n t\u00edch d\u1ef1 b\u00e1o v\u00e0 AI \u0111ang cho ph\u00e9p th\u01b0\u01a1ng hi\u1ec7u s\u1eed d\u1ee5ng nh\u1eefng hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc v\u00e0 ph\u00f9 h\u1ee3p h\u01a1n v\u1ec1 con ng\u01b0\u1eddi t\u1ea1i nh\u1eefng th\u1eddi \u0111i\u1ec3m c\u1ea7n \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh. AI c\u0169ng c\u00f3 th\u1ec3 cho ph\u00e9p ch\u00fang ta xu\u1ea5t hi\u1ec7n theo nh\u1eefng c\u00e1ch con ng\u01b0\u1eddi h\u01a1n tr\u00ean quy m\u00f4 l\u1edbn.<\/li>\n
  • Th\u1eed nghi\u1ec7m v\u00e0 thay \u0111\u1ed5i.<\/strong> \u01afu ti\u00ean tr\u1ea3i nghi\u1ec7m con ng\u01b0\u1eddi \u0111\u00f2i h\u1ecfi th\u01b0\u01a1ng hi\u1ec7u ph\u1ea3i nhanh ch\u00f3ng \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a m\u1ed9t c\u00e1 nh\u00e2n t\u1ea1i \u0111i\u1ec3m c\u1ea7n thi\u1ebft nh\u1ea5t, ngay c\u1ea3 khi nhu c\u1ea7u l\u00e0 ch\u1eadm l\u1ea1i v\u00e0 t\u1ea1o k\u1ebft n\u1ed1i.<\/li>\n
  • Tri\u1ec3n khai \u0111\u1ed3ng b\u1ed9.<\/strong> Tr\u1ea3i nghi\u1ec7m con ng\u01b0\u1eddi kh\u00f4ng th\u1ec3 gi\u1ea3 t\u1ea1o v\u00e0 vi\u1ec7c chuy\u1ec3n t\u1ea3i th\u00f4ng qua \u0111i\u1ec7n tho\u1ea1i di \u0111\u1ed9ng ho\u1eb7c chat bot c\u00f3 th\u1ec3 s\u1ebd h\u01a1i kh\u00f3 kh\u0103n. \u0110\u1ed3ng th\u1eddi, \u0111\u1ec3 t\u1eadp trung v\u00e0o tr\u1ea3i nghi\u1ec7m con ng\u01b0\u1eddi \u0111\u00f2i h\u1ecfi to\u00e0n b\u1ed9 t\u1ed5 ch\u1ee9c, t\u1eeb b\u1ed9 ph\u1eadn b\u00e1n h\u00e0ng \u0111\u1ebfn team h\u1ed7 tr\u1ee3 c\u1ea7n ph\u1ea3i hi\u1ec3u \u0111\u01b0\u1ee3c tinh th\u1ea7n tr\u01b0\u1edbc khi \u1ee9ng d\u1ee5ng.<\/li>\n
  • Thay \u0111\u1ed5i th\u1ebf gi\u1edbi.<\/strong> Tr\u1ea3i nghi\u1ec7m con ng\u01b0\u1eddi c\u00f3 th\u1ec3 bi\u1ebfn \u0111\u1ed5i khi c\u0169ng c\u00f3 linh h\u1ed3n, m\u1ed9t cu\u1ed9c s\u1ed1ng c\u1ee7a ri\u00eang, ch\u1eb3ng h\u1ea1n m\u1ed9t n\u1ee5 c\u01b0\u1eddi c\u00f3 th\u1ec3 t\u1ea1o th\u00eam m\u1ed9t n\u1ee5 c\u01b0\u1eddi. \u0110\u00e2y th\u1ef1c s\u1ef1 n\u00ean l\u00e0 \u0111\u00edch \u0111\u1ebfn c\u1ee7a c\u00e1c nh\u00e0 ti\u1ebfp th\u1ecb d\u00f9 kh\u00e1 kh\u00f3 kh\u0103n \u0111\u1ec3 ch\u1ea1m t\u1edbi.<\/li>\n<\/ul>\n

    Th\u01b0\u01a1ng hi\u1ec7u s\u1ebd th\u1ef1c s\u1ef1 kh\u00e1c bi\u1ec7t khi thay v\u00ec m\u1ee5c ti\u00eau cao nh\u1ea5t l\u00e0 cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u00ec n\u00e2ng cao tr\u1ea3i nghi\u1ec7m con ng\u01b0\u1eddi s\u1ebd gi\u00fap h\u1ecd \u0111\u1ecbnh v\u1ecb t\u1ed1t h\u01a1n \u0111\u1ec3 t\u1ea1o ra c\u00e1c k\u1ebft n\u1ed1i \u00fd ngh\u0129a, gia t\u0103ng l\u00f2ng trung th\u00e0nh v\u00e0 th\u00fac \u0111\u1ea9y t\u0103ng tr\u01b0\u1edfng. Ch\u00fang ta c\u00e0ng hi\u1ec3u nh\u1eefng g\u00ec m\u1ecdi ng\u01b0\u1eddi coi tr\u1ecdng th\u00ec s\u1ebd c\u00e0ng c\u00f3 th\u1ec3 g\u1eafn k\u1ebft h\u1ecd v\u1edbi nh\u1eefng c\u00e2u chuy\u1ec7n, tr\u1ea3i nghi\u1ec7m v\u00e0 chi\u1ebfn l\u01b0\u1ee3c c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u. Trong th\u1eddi \u0111\u1ea1i k\u1ef9 thu\u1eadt s\u1ed1, \u0111\u00f4i khi m\u1ecdi ng\u01b0\u1eddi ng\u00e0y c\u00e0ng tr\u1edf n\u00ean v\u00f4 c\u1ea3m, li\u1ec7u c\u00f3 ai kh\u00f4ng mu\u1ed1n \u0111\u01b0\u1ee3c \u0111\u1ed1i x\u1eed gi\u1ed1ng nh\u01b0 m\u1ed9t con ng\u01b0\u1eddi thay v\u00ec tr\u00f2 chuy\u1ec7n v\u1edbi m\u1ed9t c\u00e1i m\u00e1y?<\/p>\n

    Anthony Stephan \u2013 Gi\u00e1m \u0111\u1ed1c b\u00e1n h\u00e0ng & Ti\u1ebfp th\u1ecb <\/i>v\u00e0 Amelia Dunlop, Tr\u01b0\u1edfng nh\u00f3m thi\u1ebft k\u1ebf \u1ee9ng d\u1ee5ng\u00a0&\u00a0Chi\u1ebfn l\u01b0\u1ee3c kh\u00e1ch h\u00e0ng c\u1ee7a Deloitte<\/i><\/p>\n

    \u00a0B\u00e0i li\u00ean quan:<\/em><\/p>\n

      \n
    • Tr\u00f2 chuy\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng: Duy tr\u00ec ng\u1eef \u0111i\u1ec7u nh\u1ea5t qu\u00e1n \u2013 ph\u1ea7n 1<\/li>\n
    • Ph\u1ee5 n\u1eef v\u00e0 Nam gi\u1edbi: kh\u00e1c bi\u1ec7t khi ra quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng<\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

      Tr\u00ean th\u1ef1c t\u1ebf, m\u1ed7i s\u00e1ng ch\u00fang ta kh\u00f4ng th\u1ee9c d\u1eady nh\u01b0 l\u00e0 m\u1ed9t \u201ckh\u00e1ch h\u00e0ng\u201d, s\u1ebd ch\u1eb3ng c\u00f3 ai v\u1eeba r\u00f3t c\u00e0 ph\u00ea m\u00e0 l\u1ea1i ngh\u0129: \u201cT\u00f4i l\u00e0 ng\u01b0\u1eddi s\u1eed d\u1ee5ng cu\u1ed1i (end user) c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u c\u00e0 ph\u00ea n\u00e0y\u201d. V\u1eady t\u1ea1i sao doanh nghi\u1ec7p l\u1ea1i nh\u1ea5n m\u1ea1nh t\u1edbi ph\u00e2n nh\u00f3m kh\u00e1ch h\u00e0ng v\u00e0 t\u00ecm m\u1ecdi c\u00e1ch \u0111\u1ec3 hi\u1ec3u insights d\u00f9 tr\u01b0\u1edbc khi h\u00e0nh \u0111\u1ed9ng theo nh\u1eefng c\u00e1ch \u201cc\u1ee7a kh\u00e1ch h\u00e0ng\u201d, t\u1ea5t c\u1ea3 ch\u00fang ta \u0111\u1ec1u l\u00e0 nh\u1eefng-con-ng\u01b0\u1eddi: l\u1ed9n x\u1ed9n, thi\u1ebfu nh\u1ea5t qu\u00e1n v\u00e0 h\u1ea7u nh\u01b0 \u0111\u1ec1u h\u00e0nh \u0111\u1ed9ng theo c\u1ea3m x\u00fac. V\u00ec l\u1ebd \u0111\u00f3, c\u00f3 th\u1ec3 \u0111\u00e3 \u0111\u1ebfn l\u00fac vi\u1ec7c th\u1eeba nh\u1eadn, t\u00f4n tr\u1ecdng v\u00e0 t\u00ecm c\u00e1ch khai th\u00e1c l\u1ee3i th\u1ebf c\u1ee7a nh\u1eefng y\u1ebfu t\u1ed1 \u201ccon ng\u01b0\u1eddi\u201d \u0111\u1ec3 t\u1ea1o kh\u00e1c bi\u1ec7t n\u00ean \u0111\u01b0\u1ee3c doanh nghi\u1ec7p quan t\u00e2m h\u01a1n.<\/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\/52650"}],"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=52650"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52650\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=52650"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=52650"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=52650"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}