{"id":53002,"date":"2023-12-20T05:56:38","date_gmt":"2023-12-19T22:56:38","guid":{"rendered":"https:\/\/masterskills.org\/blog\/doi-voi-trai-nghiem-khach-hang-less-is-more-da-khong-con-phu-hop.html"},"modified":"2023-12-20T05:56:38","modified_gmt":"2023-12-19T22:56:38","slug":"doi-voi-trai-nghiem-khach-hang-less-is-more-da-khong-con-phu-hop","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/doi-voi-trai-nghiem-khach-hang-less-is-more-da-khong-con-phu-hop.html","title":{"rendered":"\u0110\u1ed1i v\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, \u2018less is more\u2019 \u0111\u00e3 kh\u00f4ng c\u00f2n ph\u00f9 h\u1ee3p"},"content":{"rendered":"
Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 nh\u1eefng nh\u1eadn th\u1ee9c kh\u00e1ch h\u00e0ng c\u00f3 \u0111\u01b0\u1ee3c v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u. C\u1ea7n l\u01b0u \u00fd, s\u1ef1 nh\u1eadn th\u1ee9c n\u00e0y \u0111\u01b0\u1ee3c \u0111\u1ecbnh h\u00ecnh b\u1eb1ng r\u1ea5t nhi\u1ec1u th\u1ee9, kh\u00f4ng \u0111\u01a1n gi\u1ea3n ch\u1ec9 l\u00e0 giao d\u1ecbch mua s\u1eafm. H\u00e3y ngh\u0129 t\u1edbi m\u1ed9t ti\u1ec7m b\u00e1nh. Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t kh\u00f4ng ch\u1ec9 n\u1eb1m \u1edf vi\u1ec7c m\u1ed9t ai \u0111\u00f3 mua m\u1ed9t chi\u1ebfc b\u00e1nh muffin. Ti\u1ec7m b\u00e1nh ph\u1ea3i s\u00e1ng t\u1ea1o nh\u1eefng c\u00f4ng th\u1ee9c \u0111\u1ed9c nh\u1ea5t v\u00e0 ngon mi\u1ec7ng, thu\u00ea nh\u1eefng ngh\u1ec7 nh\u00e2n l\u00e0m b\u00e1nh bi\u1ebft c\u00e1ch l\u00e0m ra nh\u1eefng chi\u1ebfc b\u00e1nh muffin ho\u00e0n h\u1ea3o. Nh\u00e2n vi\u00ean c\u1ea7n cho th\u1ea5y tinh th\u1ea7n tho\u1ea3i m\u00e1i v\u00e0 s\u1eb5n s\u00e0ng l\u00e0m vi\u1ec7c. Khi h\u1ecd l\u00e0m \u0111\u01b0\u1ee3c t\u1ea5t c\u1ea3 nh\u1eefng \u0111i\u1ec1u \u0111\u00f3, ch\u1ea5t l\u01b0\u1ee3ng c\u1ee7a nh\u1eefng chi\u1ebfc b\u00e1nh s\u1ebd \u0111\u01b0\u1ee3c c\u1ea3i thi\u1ec7n. C\u00f4ng th\u1ee9c n\u00e0o c\u1ea7n \u0111\u01b0\u1ee3c cung c\u1ea5p cho nh\u1eefng nh\u00e2n vi\u00ean b\u1ebfp b\u00e1nh? H\u1ecd c\u1ea7n nh\u1eefng nguy\u00ean li\u1ec7u v\u00e0 d\u1ee5ng c\u1ee5 l\u00e0m b\u00e1nh nh\u01b0 thi\u1ebft b\u1ecb \u0111o l\u01b0\u1eddng, m\u00e1y tr\u1ed9n b\u1ed9t v\u00e0 l\u00f2 n\u01b0\u1edbng. H\u1ecd c\u0169ng ph\u1ea3i ph\u1ed1i h\u1ee3p t\u1ed1t v\u1edbi nh\u1eefng nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng tr\u1ef1c ti\u1ebfp \u0111\u1ea3m nh\u1eadn vi\u1ec7c \u0111\u01b0a nh\u1eefng chi\u1ebfc b\u00e1nh muffin t\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n

M\u1ecdi ng\u01b0\u1eddi \u0111\u00e1nh gi\u00e1 th\u1ebf n\u00e0o v\u1ec1 ti\u1ec7m b\u00e1nh? Tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd khi mua b\u00e1nh nh\u01b0 th\u1ebf n\u00e0o? Nh\u1eefng nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng c\u00f3 th\u1ec3 hi\u1ec7n th\u00e1i \u0111\u1ed9 ch\u00e0o \u0111\u00f3n \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng hay kh\u00f4ng? H\u1ecd c\u00f3 n\u1edf n\u1ee5 c\u01b0\u1eddi th\u00e2n thi\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng? Vi\u1ec7c mua s\u1eafm thu\u1eadn ti\u1ec7n hay kh\u00f4ng? \u0110i\u1ec1u g\u00ec s\u1ebd x\u1ea3y \u0111\u1ebfn n\u1ebfu m\u1ed9t chi\u1ebfc b\u00e1nh muffin b\u00e1n ra g\u1eb7p v\u1ea5n \u0111\u1ec1? Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00f4ng d\u1eebng l\u1ea1i \u1edf vi\u1ec7c mua \u2013 b\u00e1n m\u00e0 \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a nhi\u1ec1u h\u01a1n th\u1ebf.<\/p>\n

\u0110\u00f4i khi, m\u1ed9t ti\u1ec7m b\u00e1nh c\u00f3 th\u1ec3 thay \u0111\u1ed5i ho\u00e0n to\u00e0n v\u1ecb th\u1ebf v\u00e0 khi\u1ebfn nh\u1eefng ti\u1ec7m b\u00e1nh kh\u00e1c ph\u1ea3i ki\u00eang n\u1ec3 v\u00ec cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t c\u00f3 th\u1ec3.<\/p>\n

Kh\u00e1ch h\u00e0ng kh\u00f4ng c\u00f3 nhi\u1ec1u k\u1ef3 v\u1ecdng v\u1ec1 tr\u1ea3i nghi\u1ec7m h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c. Do \u0111\u00f3, khi m\u1ed9t c\u00f4ng ty nh\u01b0 Amazon ra \u0111\u1eddi \u2013 khi\u1ebfn cu\u1ed9c s\u1ed1ng c\u1ee7a h\u1ecd tr\u1edf n\u00ean d\u1ec5 d\u00e0ng v\u00e0 tho\u1ea3i m\u00e1i h\u01a1n t\u1eebng ng\u00e0y, kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1 b\u1ecb thuy\u1ebft ph\u1ee5c. V\u1eady n\u00ean, \u2018less is more\u2019 \u2013 c\u00e0ng \u00edt, c\u00e0ng t\u1ed1i gi\u1ea3n c\u00e0ng t\u1ed1t \u0111\u00e3 kh\u00f4ng c\u00f2n ph\u00f9 h\u1ee3p. C\u00e2u th\u1ea7n ch\u00fa b\u00e2y gi\u1edd ph\u1ea3i l\u00e0: \u201cC\u00e0ng nhi\u1ec1u c\u00e0ng t\u1ed1t\u201d. B\u1ea1n c\u00e0ng n\u1ed7 l\u1ef1c c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, h\u1ecd c\u00e0ng th\u1ecfa m\u00e3n v\u00e0 quay l\u1ea1i v\u1edbi b\u1ea1n nhi\u1ec1u h\u01a1n. Nh\u1eefng c\u00f4ng ty lu\u00f4n h\u01b0\u1edbng \u0111\u1ebfn vi\u1ec7c khi\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean t\u1ed1t h\u01a1n ch\u1eafc ch\u1eafn s\u1ebd \u0111\u1ea1t \u0111\u01b0\u1ee3c th\u00e0nh c\u00f4ng.<\/p>\n

Nh\u1edd Amazon, kh\u00e1ch h\u00e0ng ng\u00e0y nay c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c l\u00e0m h\u00e0i l\u00f2ng ngay l\u1eadp t\u1ee9c, nh\u1eadn s\u1ea3n ph\u1ea9m trong v\u00f2ng 48 gi\u1edd ch\u1ec9 v\u1edbi m\u1ed9t c\u00fa nh\u1ea5p chu\u1ed9t. Tr\u00ean th\u1ef1c t\u1ebf, nh\u1edd c\u00f3 c\u00f4ng ngh\u1ec7 ti\u00eau bi\u1ec3u nh\u01b0 \u1edf c\u00e1c c\u1eeda h\u00e0ng Amazon Go, c\u00e1c kh\u00e1ch h\u00e0ng s\u1ebd kh\u00f4ng c\u00f2n g\u1eb7p phi\u1ec1n to\u00e1i khi ch\u1edd thanh to\u00e1n n\u1eefa. Nh\u1eefng c\u00f4ng ngh\u1ec7 k\u1ec3 tr\u00ean thay \u0111\u1ed5i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng m\u00e3i m\u00e3i. Li\u1ec7u c\u00f3 kh\u00e1ch h\u00e0ng n\u00e0o mu\u1ed1n tr\u1ea3 ph\u00ed giao h\u00e0ng hay kh\u00f4ng? C\u00e2u tr\u1ea3 l\u1eddi l\u00e0 kh\u00f4ng. Khi m\u1ed9t c\u00f4ng ty n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, m\u1ecdi c\u00f4ng ty kh\u00e1c \u0111\u1ec1u ph\u1ea3i lao v\u00e0o cu\u1ed9c ch\u01a1i v\u00ec kh\u00e1ch h\u00e0ng k\u1ef3 v\u1ecdng \u0111\u01b0\u1ee3c \u0111\u1ed1i x\u1eed t\u1ed1t nhi\u1ec1u h\u01a1n.<\/p>\n

Th\u00f4ng th\u01b0\u1eddng, c\u00e1c c\u00f4ng ty th\u01b0\u1eddng khi\u1ebfn cu\u1ed9c s\u1ed1ng c\u1ee7a kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean kh\u00f3 kh\u0103n h\u01a1n \u0111\u1ec3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 v\u1edbi s\u1ea3n ph\u1ea9m c\u1ee7a h\u1ecd. Tuy nhi\u00ean, nh\u1eefng th\u01b0\u01a1ng hi\u1ec7u c\u00f3 kh\u1ea3 n\u0103ng l\u00e0m cho cu\u1ed9c s\u1ed1ng kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n, d\u1ec5 d\u00e0ng h\u01a1n m\u1edbi l\u00e0 ng\u01b0\u1eddi chi\u1ebfn th\u1eafng trong ng\u00e0nh h\u00e0ng.<\/p>\n

M\u00f4 h\u00ecnh D.O.M.O.R.E. d\u01b0\u1edbi \u0111\u00e2y s\u1ebd ph\u00e2n t\u00edch s\u00e2u h\u01a1n v\u1ec1 c\u00e1ch m\u00e0 m\u1ed9t c\u00f4ng ty c\u00f3 th\u1ec3 n\u00e2ng c\u1ea5p ho\u1eb7c b\u1eaft \u0111\u1ea7u x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n

D \u2013 Designs something special (Thi\u1ebft k\u1ebf bao b\u00ec \u0111\u1eb7c bi\u1ec7t)<\/h2>\n

S\u1ea3n ph\u1ea9m hay d\u1ecbch v\u1ee5 b\u1ea1n cung c\u1ea5p ph\u1ea3i th\u1ef1c s\u1ef1 t\u1ed1t. Kh\u00f4ng c\u00f3 m\u1ed9t chi\u1ebfn d\u1ecbch marketing \u201cth\u1ea7n th\u00e1nh\u201d n\u00e0o c\u00f3 th\u1ec3 khi\u1ebfn s\u1ea3n ph\u1ea9m b\u00e1n ch\u1ea1y nh\u01b0 t\u00f4m t\u01b0\u01a1i n\u1ebfu b\u1ea3n th\u00e2n d\u1ecbch v\u1ee5 kh\u00f4ng \u0111\u1ee7 t\u1ed1t. N\u1ebfu b\u1ea1n b\u1eaft \u0111\u1ea7u v\u1edbi s\u1ea3n ph\u1ea9m m\u00e0 m\u1ecdi ng\u01b0\u1eddi th\u01b0\u1eddng xuy\u00ean ph\u00e0n n\u00e0n v\u00e0 ch\u1ea5t l\u01b0\u1ee3ng k\u00e9m xa \u0111\u1ed1i th\u1ee7, b\u1ea1n \u0111ang \u1edf trong m\u1ed9t t\u00ecnh th\u1ebf c\u1ef1c k\u1ef3 kh\u00f3 kh\u0103n. \u0110\u00e2u l\u00e0 \u0111i\u1ec3m kh\u00e1c bi\u1ec7t gi\u1eefa m\u1ed9t h\u00e3ng h\u00e0ng kh\u00f4ng n\u00e0y v\u00e0 m\u1ed9t h\u00e3ng h\u00e0ng kh\u00f4ng kh\u00e1c? V\u00e0 t\u01b0\u01a1ng t\u1ef1 v\u1edbi ph\u00f2ng t\u1eadp gym hay chu\u1ed7i nh\u00e0 h\u00e0ng? S\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c cung c\u1ea5p l\u00e0 gi\u1ed1ng nhau, v\u00ec v\u1eady thi\u1ebft k\u1ebf cho s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 b\u1ed5 tr\u1ee3 ph\u1ea3i th\u1ef1c s\u1ef1 xu\u1ea5t s\u1eafc. V\u1edbi c\u01b0\u01a1ng v\u1ecb l\u00e0 ng\u01b0\u1eddi ti\u00eau d\u00f9ng, ch\u1eafc h\u1eb3n b\u1ea1n s\u1ebd b\u1eaft g\u1eb7p v\u00f4 v\u00e0n nh\u1eefng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 \u201cna n\u00e1\u201d nhau, ch\u1eb3ng c\u00f3 g\u00ec \u0111\u1eb7c bi\u1ec7t n\u1ebfu bao b\u00ec kh\u00f4ng th\u1ef1c s\u1ef1 n\u1ed5i tr\u1ed9i.<\/p>\n

Marou - chocolate ngon nh\u1ea5t th\u1ebf gi\u1edbi 100% \"made in Vietnam\" \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 cao v\u00ec bao b\u00ec<\/p>\n

Marou \u2013 chocolate ngon nh\u1ea5t th\u1ebf gi\u1edbi 100% \u201cmade in Vietnam\u201d \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 cao v\u00ec bao b\u00ec<\/p>\n<\/div>\n

O \u2013 Offers a strong employee experience (Cung c\u1ea5p d\u1ecbch v\u1ee5 t\u1ed1t t\u1eeb ph\u00eda nh\u00e2n vi\u00ean)<\/h2>\n

Nh\u00e2n vi\u00ean c\u00f3 th\u00e1i \u0111\u1ed9 th\u1ebf n\u00e0o khi ph\u1ee5c v\u1ee5 c\u00f3 \u1ea3nh h\u01b0\u1edfng kh\u00f4ng nh\u1ecf \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. N\u1ebfu nh\u00e2n vi\u00ean ph\u1ea3i l\u00e0m vi\u1ec7c trong \u0111i\u1ec1u ki\u1ec7n ngh\u00e8o n\u00e0n ho\u1eb7c t\u00e2m l\u00fd s\u1ee3 h\u00e3i, \u0111i\u1ec1u n\u00e0y s\u1ebd \u1ea3nh h\u01b0\u1edfng t\u1edbi ch\u1ea5t l\u01b0\u1ee3ng c\u00f4ng vi\u1ec7c c\u1ee7a h\u1ecd. Ng\u01b0\u1ee3c l\u1ea1i, khi nh\u00e2n vi\u00ean c\u1ee7a b\u1ea1n c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3, khi h\u1ecd n\u1eafm trong tay nh\u1eefng c\u00f4ng c\u1ee5 c\u1ea7n thi\u1ebft, khi h\u1ecd hi\u1ec3u \u0111\u01b0\u1ee3c \u1ea3nh h\u01b0\u1edfng t\u1ea1o ra t\u1eeb c\u00f4ng vi\u1ec7c l\u00ean tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u2013 h\u1ecd s\u1ebd l\u00e0m t\u1ed1t h\u01a1n.<\/p>\n

\"Chu\u1ed7i<\/p>\n

The Coffee House t\u1ea1o kh\u00e1c bi\u1ec7t 1 ph\u1ea7n v\u00ec ch\u1ea5t l\u01b0\u1ee3ng ph\u1ee5c v\u1ee5 \u0111\u1ed3ng \u0111\u1ec1u t\u1eeb B\u1eafc v\u00e0o Nam<\/p>\n<\/div>\n

\u00a0<\/p>\n

N\u1ebfu b\u1ea1n \u0111\u1ec3 cho nh\u1eefng nh\u00e2n vi\u00ean kh\u00f4ng th\u1ecfa m\u00e3n v\u1edbi c\u00f4ng vi\u1ec7c tr\u1ef1c ti\u1ebfp m\u1eb7t \u0111\u1ed1i m\u1eb7t l\u00e0m vi\u1ec7c c\u00f9ng kh\u00e1ch h\u00e0ng, \u0111i\u1ec1u \u0111\u00f3 s\u1ebd l\u00e0 th\u1ea3m h\u1ecda. H\u1ecd kh\u00f4ng nh\u1eefng l\u00e0m gi\u1ea3m hi\u1ec7u qu\u1ea3 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n khi\u1ebfn h\u00ecnh \u1ea3nh c\u00f4ng ty \u0111i xu\u1ed1ng. S\u1ebd kh\u00f4ng c\u00f3 th\u1ee7 thu\u1eadt marketing n\u00e0o c\u00f3 th\u1ec3 khi\u1ebfn kh\u00e1ch h\u00e0ng b\u1edbt \u00e1c c\u1ea3m v\u1ec1 nh\u1eefng nh\u00e2n vi\u00ean lu\u00f4n c\u00f3 th\u00e1i \u0111\u1ed9 thi\u1ebfu s\u1eb5n s\u00e0ng trong vi\u1ec7c h\u1ed7 tr\u1ee3 h\u1ecd.<\/p>\n

M \u2013 Modernizes with technology (Hi\u1ec7n \u0111\u1ea1i h\u00f3a b\u1eb1ng c\u00f4ng ngh\u1ec7)<\/h2>\n

C\u00f4ng ngh\u1ec7 s\u1ebd kh\u00f4ng th\u1ec3 m\u1ed9t m\u00ecnh thay \u0111\u1ed5i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00ean m\u1ee9c ho\u00e0n h\u1ea3o, nh\u01b0ng n\u00f3 s\u1ebd g\u00f3p ph\u1ea7n kh\u00f4ng nh\u1ecf. Airbnb hi\u1ec7n \u0111ang \u00e1p d\u1ee5ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hi\u1ec7n \u0111\u1ea1i, t\u1ea1o \u0111i\u1ec1u ki\u1ec7n cho nh\u1eefng tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c v\u1edbi h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng li\u1ec1n m\u1ea1ch th\u00f4ng qua c\u00f4ng ngh\u1ec7. Ph\u1ea7n l\u1edbn c\u00f4ng ty hi\u1ec7n nay kh\u00f4ng th\u1ef1c s\u1ef1 t\u1ea1o ra nh\u1eefng giao d\u1ecbch thu\u1eadn ti\u1ec7n d\u00e0nh cho kh\u00e1ch h\u00e0ng. Nh\u1eefng c\u00e2u h\u1ecfi b\u1ea3o m\u1eadt, th\u1ee7 t\u1ee5c gi\u1ea5y t\u1edd l\u1eb7p l\u1ea1i nhi\u1ec1u l\u1ea7n khi\u1ebfn kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y phi\u1ec1n to\u00e1i.<\/p>\n

Tuy nhi\u00ean, Airbnb kh\u00f4ng nh\u1eefng khi\u1ebfn m\u1ecdi ng\u01b0\u1eddi tr\u1edf n\u00ean tin t\u01b0\u1edfng l\u1eabn nhau m\u00e0 c\u00f2n cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u01b0\u1ee3t tr\u1ed9i. Khi m\u1edf \u1ee9ng d\u1ee5ng Airbnb tr\u00ean \u0111i\u1ec7n tho\u1ea1i, n\u00f3 r\u1ea5t \u201cs\u1ea1ch\u201d v\u00e0 \u0111\u1eb9p, gi\u1ed1ng nh\u01b0 m\u1ed9t t\u1ea1p ch\u00ed. B\u1ea1n s\u1ebd \u0111\u01b0\u1ee3c ch\u00e0o \u0111\u00f3n b\u1eb1ng m\u1ed9t tin nh\u1eafn c\u00e1 nh\u00e2n h\u00f3a, g\u1ecdi t\u00ean ri\u00eang v\u00e0 h\u1ecfi v\u1ec1 \u0111i\u1ec3m \u0111\u1ebfn ti\u1ebfp theo. B\u1ea1n c\u00f3 th\u1ec3 xem l\u1ea1i nh\u1eefng t\u00ecm ki\u1ebfm g\u1ea7n \u0111\u00e2y, nh\u1eadn nh\u1eefng g\u1ee3i \u00fd m\u1ed9t chuy\u1ebfn \u0111i ng\u1eafn ng\u00e0y \u201cch\u1ec9 d\u00e0nh cho cu\u1ed1i tu\u1ea7n\u201d, xem nh\u1eefng \u0111\u1ecba ch\u1ec9 \u0111\u01b0\u1ee3c y\u00eau th\u00edch ho\u1eb7c \u0111\u1ecdc s\u00e1ch h\u01b0\u1edbng d\u1eabn v\u1ec1 nh\u1eefng th\u00e0nh ph\u1ed1 b\u1ea1n c\u00f3 th\u1ec3 c\u1ea3m th\u1ea5y h\u1ee9ng th\u00fa. B\u1ea1n c\u0169ng c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng \u0111\u1ec3 l\u1ea1i \u0111\u00e1nh gi\u00e1 v\u1ec1 ch\u1eb7ng h\u00e0nh tr\u00ecnh tr\u01b0\u1edbc ho\u1eb7c n\u01a1i \u0111\u00e3 t\u1eebng \u1edf nh\u1edd v\u00e0o vi\u1ec7c \u0111\u1eb7t tr\u00ean trang Airbnb.<\/p>\n

\"Tr\u1ea3i<\/p>\n

Giao di\u1ec7n th\u00e2n thi\u1ec7n c\u1ee7a Airbnb<\/p>\n<\/div>\n

D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 thanh to\u00e1n \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n r\u1ea5t d\u1ec5 d\u00e0ng. Th\u00f4ng b\u00e1o \u0111\u01b0\u1ee3c g\u1eedi th\u1eb3ng \u0111\u1ebfn \u0111i\u1ec7n tho\u1ea1i th\u00f4ng qua \u1ee9ng d\u1ee5ng tin nh\u1eafn c\u1ee7a Airbnb v\u00e0 b\u1ea1n c\u00f3 th\u1ec3 nh\u1eafn tin cho ch\u1ee7 nh\u00e0 th\u00f4ng b\u00e1o th\u1eddi gian \u0111\u1ebfn. C\u00f4ng ngh\u1ec7 kh\u00f4ng quy\u1ebft \u0111\u1ecbnh m\u1ecdi th\u1ee9, nh\u01b0ng n\u00f3 ch\u1eafc ch\u1eafn s\u1ebd khi\u1ebfn cho kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y thu\u1eadn ti\u1ec7n h\u01a1n.<\/p>\n

O \u2013 Obsesses over the customer (N\u1eafm r\u00f5 v\u1ec1 kh\u00e1ch h\u00e0ng)<\/h2>\n

Th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng gi\u00fap b\u1ea1n t\u1ea1o ra nh\u1eefng s\u1ea3n ph\u1ea9m hay d\u1ecbch v\u1ee5 t\u1ed1t h\u01a1n cho h\u1ecd. Tr\u00ean th\u1ef1c t\u1ebf, Hiscoz Insurance, m\u1ed9t c\u00f4ng ty b\u1ea3o hi\u1ec3m nh\u1ecf, khi th\u00e2m nh\u1eadp th\u1ecb tr\u01b0\u1eddng m\u1edbi \u0111\u00e3 t\u1eadn d\u1ee5ng ch\u00ednh kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd. T\u1ea5t c\u1ea3 m\u1ecdi ng\u01b0\u1eddi \u0111\u1ec1u kinh ng\u1ea1c khi c\u00f4ng ty b\u1ea3o hi\u1ec3m n\u00e0y mu\u1ed1n chi tr\u1ea3 ti\u1ec1n ph\u00ed cho ch\u1ee7 c\u00e1c doanh nghi\u1ec7p nh\u1ecf ch\u1ec9 \u0111\u1ec3 hi\u1ec3u th\u00eam v\u1ec1 nhu c\u1ea7u c\u1ee7a \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau. Th\u00eam v\u00e0o \u0111\u00f3, c\u00f4ng ty quy\u1ebft \u0111\u1ecbnh s\u1ebd ph\u00e1 v\u1ee1 c\u00e1ch l\u00e0m marketing v\u1ec1 b\u1ea3o hi\u1ec3m th\u01b0\u1eddng th\u1ea5y m\u00e0 l\u1ef1a ch\u1ecdn marketing d\u1ef1a tr\u00ean n\u1ed7i s\u1ee3 h\u00e3i. T\u1ea5t c\u1ea3 nh\u1eefng \u0111i\u1ec1u n\u00e0y t\u1ea1o n\u00ean m\u1ed9t c\u00f4ng ty l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m.<\/p>\n

R \u2013 Rewards responsibility and accountability (Ghi nh\u1eadn t\u00ednh tr\u00e1ch nhi\u1ec7m)<\/h2>\n

Gi\u00e1 tr\u1ecb doanh nghi\u1ec7p kh\u00f4ng \u0111\u01b0\u1ee3c t\u00ednh b\u1eb1ng nh\u1eefng l\u1ee3i nhu\u1eadn ng\u1eafn h\u1ea1n m\u00e0 \u0111o b\u1eb1ng m\u1ee9c \u0111\u1ed9 l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. Trong cu\u1ed1n s\u00e1ch: \u201cS\u1ee9c m\u1ea1nh c\u1ee7a vi\u1ec7c \u0111\u1eb7t kh\u00e1ch h\u00e0ng v\u00e0o trung t\u00e2m\u201d, t\u00e1c gi\u1ea3 Kerry Bodine v\u00e0 Harley Manning th\u1ea3o lu\u1eadn v\u1ec1 c\u00e1ch qu\u1ea3n tr\u1ecb v\u00e0 vai tr\u00f2 trong vi\u1ec7c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. B\u1ea1n c\u00f3 th\u1ec3 ph\u00e2n chia tr\u00e1ch nhi\u1ec7m \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng c\u00f3 m\u1ed9t nh\u00f3m nh\u00e2n vi\u00ean chuy\u00ean tr\u00e1ch vi\u1ec7c t\u1ea5t c\u1ea3 m\u1ecdi ng\u01b0\u1eddi \u0111\u1ec1u \u0111ang n\u00eau cao t\u1ea7m quan tr\u1ecdng c\u1ee7a vi\u1ec7c \u0111\u1eb7t kh\u00e1ch h\u00e0ng l\u00e0m \u201ch\u1ea1t nh\u00e2n\u201d trong kinh doanh. T\u1eeb \u0111\u00e2y, kh\u00e1ch h\u00e0ng s\u1ebd c\u1edfi m\u1edf h\u01a1n khi c\u1ed9ng t\u00e1c c\u00f9ng c\u00f4ng ty b\u1ea1n. C\u00e1c c\u00f4ng ty ng\u00e0y nay ph\u1ea3i ch\u1ecbu tr\u00e1ch nhi\u1ec7m tr\u01b0\u1edbc nh\u00e2n vi\u00ean, \u0111\u1ed1i t\u00e1c, nh\u00e0 cung c\u1ea5p, c\u1ed9ng \u0111\u1ed3ng trong ph\u1ea1m vi kinh doanh, v\u00e0 cu\u1ed1i c\u00f9ng l\u00e0 c\u00e1c nh\u00e0 \u0111\u1ea7u t\u01b0.<\/p>\n

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

L\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m l\u00e0 y\u1ebfu t\u1ed1 c\u01a1 b\u1ea3n trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

E \u2013 Embraces disruption and innovation (Ch\u1ea5p nh\u1eadn s\u1ef1 gi\u00e1n \u0111o\u1ea1n ho\u1eb7c c\u1ea3i ti\u1ebfn)<\/h2>\n

C\u00e1c chuy\u00ean vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng th\u00f4ng minh lu\u00f4n t\u00ecm ki\u1ebfm nh\u1eefng xu h\u01b0\u1edbng m\u1edbi c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 c\u00e2n nh\u1eafc v\u1ec1 s\u1ef1 thay \u0111\u1ed5i m\u00e0 h\u00e0nh vi kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 t\u00e1c \u0111\u1ed9ng t\u1edbi vi\u1ec7c kinh doanh. Ph\u1ea7n l\u1edbn c\u00f4ng ty ng\u00e0y nay hi\u1ebfm khi l\u00e0m th\u1ecfa m\u00e3n nh\u1eefng kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i. D\u00f9 v\u1eady, h\u1ecd v\u1eabn ph\u1ea3i c\u00e2n nh\u1eafc v\u1ec1 nh\u1eefng s\u1ef1 thay \u0111\u1ed5i c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1ch ch\u00fang \u1ea3nh h\u01b0\u1edfng t\u1edbi c\u00f4ng vi\u1ec7c kinh doanh trong t\u01b0\u01a1ng lai. C\u00e1c c\u00f4ng ty hi\u1ec7n t\u1ea1i c\u1ea7n \u0111\u1ea3m b\u1ea3o h\u1ecd c\u00f3 \u0111\u1ed9ng l\u1ef1c c\u1ea3i thi\u1ec7n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 kh\u00f4ng ph\u1ea3n \u0111\u1ed1i nh\u1eefng \u00fd t\u01b0\u1edfng m\u1edbi. Blockbuster \u0111\u00e3 kh\u00f4ng th\u1ec3 d\u1ef1 \u0111o\u00e1n tr\u01b0\u1edbc \u0111\u01b0\u1ee3c r\u1eb1ng kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 s\u1ea3n xu\u1ea5t n\u1ed9i dung, nh\u01b0ng m\u1eb7t kh\u00e1c, Blockbuster \u0111\u00e3 \u0111\u00e1nh gi\u00e1 th\u1ea5p nh\u1eefng s\u1ef1 thay \u0111\u1ed5i x\u00e9t v\u1ec1 t\u1ed5ng quan c\u1ee7a h\u00e0nh vi kh\u00e1ch h\u00e0ng. H\u1ecd kh\u00f4ng \u0111\u1ec1 cao th\u1eddi gian kh\u00e1ch h\u00e0ng d\u00e0nh tr\u00ean m\u00e1y t\u00ednh \u0111\u1ec3 b\u00e0n \u0111\u1ea7u nh\u1eefng n\u0103m 2000. N\u1ed9i dung ph\u1ea3i \u0111\u01b0\u1ee3c ph\u1ed5 bi\u1ebfn tr\u00ean giao di\u1ec7n m\u00e1y t\u00ednh b\u00e0n v\u00e0 c\u00e1c kh\u00e1ch h\u00e0ng d\u00e0nh nhi\u1ec1u th\u1eddi gian h\u01a1n t\u1ea1i \u0111\u00e2y. Vi\u1ec7c thi\u1ebfu ch\u00fa \u00fd \u0111\u1ebfn nh\u1eefng s\u1ef1 thay \u0111\u1ed5i trong h\u00e0nh vi kh\u00e1ch h\u00e0ng kh\u00f4ng hi\u1ebfm g\u1eb7p ng\u00e0y nay.<\/p>\n

ESPN v\u1eeba cho sa th\u1ea3i 100 nh\u00e2n vi\u00ean qu\u1ea3ng c\u00e1o tr\u1ef1c tuy\u1ebfn. TV truy\u1ec1n th\u1ed1ng v\u1eabn ph\u1ee5 thu\u1ed9c v\u00e0o nh\u1eefng m\u1eabu qu\u1ea3ng c\u00e1o th\u01b0\u1eddng b\u1ecb kh\u00e1ch h\u00e0ng \u201cgh\u00e9t cay gh\u00e9t \u0111\u1eafng\u201d. Kh\u00e1ch h\u00e0ng ph\u1ea3i tr\u1ea3 ti\u1ec1n cho h\u00e0ng tr\u0103m k\u00eanh m\u00e0 h\u1ecd ch\u1eb3ng bao gi\u1edd ng\u00f3 ng\u00e0ng. H\u1ecd th\u1eadm ch\u00ed c\u00f2n b\u1ecb \u201c\u00e9p\u201d xem nh\u1eefng qu\u1ea3ng c\u00e1o kh\u00f4ng li\u00ean quan t\u1edbi nhu c\u1ea7u. TV truy\u1ec1n th\u1ed1ng v\u00e0 truy\u1ec1n th\u1ed1ng \u0111\u00e3 \u0111\u00e1nh gi\u00e1 th\u1ea5p t\u1ea7m quan tr\u1ecdng c\u1ee7a c\u00e1ch th\u1ee9c kh\u00e1ch h\u00e0ng \u01b0a chu\u1ed9ng \u201cth\u01b0\u1edfng th\u1ee9c\u201d truy\u1ec1n th\u00f4ng nh\u01b0 th\u1ebf n\u00e0o. H\u1ecd kh\u00f4ng th\u00edch nh\u1eefng qu\u1ea3ng c\u00e1o truy\u1ec1n th\u1ed1ng m\u00e0 mu\u1ed1n xem nh\u1eefng show truy\u1ec1n h\u00ecnh \u01b0a th\u00edch v\u00e0o th\u1eddi gian ph\u00f9 h\u1ee3p. Nh\u01b0ng m\u1ed9t l\u1ea7n n\u1eefa, ch\u00fang ta l\u1ea1i \u0111ang th\u1ea5y nh\u1eefng k\u00eanh truy\u1ec1n th\u1ed1ng kh\u00f4ng ch\u1ecbu thay \u0111\u1ed5i ph\u01b0\u01a1ng th\u1ee9c qu\u1ea3ng c\u00e1o \u201cth\u00e2m c\u0103n c\u1ed1 h\u1eefu\u201d. Nh\u1eefng tr\u01b0\u1eddng h\u1ee3p sa th\u1ea3i \u1edf ESPN m\u1edbi l\u00e0 s\u1ef1 kh\u1edfi \u0111\u1ea7u m\u00e0 th\u00f4i. N\u1ebfu kh\u00f4ng c\u00f3 kh\u1ea3 n\u0103ng d\u1ef1 b\u00e1o nh\u1eefng xu h\u01b0\u1edbng quan tr\u1ecdng trong t\u01b0\u01a1ng lai, c\u00e1c c\u00f4ng ty s\u1ebd ch\u1ecbu \u1ea3nh h\u01b0\u1edfng kh\u00f4ng nh\u1ecf t\u1eeb truy\u1ec1n th\u00f4ng.<\/p>\n

Ngu\u1ed3n: Forbes<\/em><\/p>\n

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

    \n
  • Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1ef1c tuy\u1ebfn trong giai \u0111o\u1ea1n sau mua<\/em><\/li>\n
  • Xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u00e1ng l\u01b0u \u00fd nh\u1ea5t <\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

    M\u1ecdi ng\u01b0\u1eddi \u0111\u00e1nh gi\u00e1 th\u1ebf n\u00e0o v\u1ec1 ti\u1ec7m b\u00e1nh? Tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd khi mua b\u00e1nh nh\u01b0 th\u1ebf n\u00e0o? Nh\u1eefng nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng c\u00f3 th\u1ec3 hi\u1ec7n th\u00e1i \u0111\u1ed9 ch\u00e0o \u0111\u00f3n \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng hay kh\u00f4ng? H\u1ecd c\u00f3 n\u1edf n\u1ee5 c\u01b0\u1eddi th\u00e2n thi\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng? Vi\u1ec7c mua s\u1eafm thu\u1eadn ti\u1ec7n hay kh\u00f4ng? \u0110i\u1ec1u g\u00ec s\u1ebd x\u1ea3y \u0111\u1ebfn n\u1ebfu m\u1ed9t chi\u1ebfc b\u00e1nh muffin b\u00e1n ra g\u1eb7p v\u1ea5n \u0111\u1ec1? Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00f4ng d\u1eebng l\u1ea1i \u1edf vi\u1ec7c mua \u2013 b\u00e1n m\u00e0 \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a nhi\u1ec1u h\u01a1n th\u1ebf.<\/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\/53002"}],"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=53002"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/53002\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=53002"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=53002"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=53002"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}