{"id":53606,"date":"2023-12-20T08:01:39","date_gmt":"2023-12-20T01:01:39","guid":{"rendered":"https:\/\/masterskills.org\/blog\/khach-hang-thuong-hieu-lam-the-nao-de-mai-ben-nhau.html"},"modified":"2023-12-20T08:01:39","modified_gmt":"2023-12-20T01:01:39","slug":"khach-hang-thuong-hieu-lam-the-nao-de-mai-ben-nhau","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/khach-hang-thuong-hieu-lam-the-nao-de-mai-ben-nhau.html","title":{"rendered":"Kh\u00e1ch h\u00e0ng \u2013 Th\u01b0\u01a1ng hi\u1ec7u, l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 m\u00e3i b\u00ean nhau?"},"content":{"rendered":"
\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 m\u1eb7t tr\u1eadn ti\u1ebfp theo cho c\u00e1c th\u01b0\u01a1ng hi\u1ec7u. \u0110\u1ed1i v\u1edbi nh\u1eefng qu\u1ea3n l\u00fd \u00a0th\u00f4ng minh v\u00e0 bi\u1ebft n\u1eafm b\u1eaft th\u1eddi c\u01a1, \u0111\u00e2y s\u1ebd kh\u00f4ng ch\u1ec9 l\u00e0 c\u01a1 h\u1ed9i \u0111\u1ec3 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i v\u1edbi kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n l\u00e0 l\u1ee3i th\u1ebf c\u1ea1nh tranh \u0111\u00e1ng k\u1ec3 so v\u1edbi \u0111\u1ed1i th\u1ee7 ngo\u00e0i y\u1ebfu t\u1ed1 v\u1ec1 s\u1ea3n ph\u1ea9m, gi\u00e1 c\u1ea3 hay ch\u00ednh s\u00e1ch \u01b0u \u0111\u00e3i. Ng\u01b0\u1ee3c l\u1ea1i, nh\u1eefng ai kh\u00f4ng n\u1eafm v\u1eefng ngh\u1ec7 thu\u1eadt s\u00e1ng t\u1ea1o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng s\u1ebd t\u1ef1 x\u00f3a m\u1edd h\u00ecnh \u1ea3nh c\u1ee7a m\u00ecnh trong t\u00e2m tr\u00ed kh\u00e1ch h\u00e0ng c\u0169ng nh\u01b0 th\u1ecb ph\u1ea7n theo th\u1eddi gian.<\/p>\n

Nghi\u00ean c\u1ee9u \u0111\u00e3 cho th\u1ea5y, t\u1edbi 89% kh\u00e1ch h\u00e0ng cho bi\u1ebft l\u00fd do h\u1ecd l\u1ef1a ch\u1ecdn th\u01b0\u01a1ng hi\u1ec7u kh\u00e1c ch\u1ec9 v\u00ec tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p qu\u00e1 ngh\u00e8o n\u00e0n. V\u00e0 m\u1eb7c d\u00f9 93% CEO t\u1eeb \u0111\u01a1n v\u1ecb h\u00e0ng \u0111\u1ea7u chia s\u1ebb r\u1eb1ng vi\u1ec7c c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t trong nh\u1eefng \u01b0u ti\u00ean h\u00e0ng \u0111\u1ea7u c\u1ee7a doanh nghi\u1ec7p trong hai n\u0103m ti\u1ebfp theo, th\u00ec th\u1ed1ng k\u00ea c\u0169ng cho th\u1ea5y, m\u1edbi ch\u1ec9 c\u00f3 37% nghi\u00eam t\u00fac v\u1edbi v\u1ea5n \u0111\u1ec1 n\u00e0y.<\/p>\n

Tuy nhi\u00ean, v\u1edbi s\u1ef1 xu\u1ea5t hi\u1ec7n c\u1ee7a Uber, Google Express, Tinder hay Slack tr\u00ean th\u1ecb tr\u01b0\u1eddng, k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 tr\u1ea3i nghi\u1ec7m \u0111\u01b0\u1ee3c th\u01b0\u01a1ng hi\u1ec7u h\u00f3a ng\u00e0y c\u00e0ng n\u00e2ng l\u00ean. H\u01a1n n\u1eefa, kh\u00e1ch h\u00e0ng c\u0169ng mong mu\u1ed1n kh\u1ea3 n\u0103ng t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p thay \u0111\u1ed5i. Nh\u1eefng tr\u1ea3i nghi\u1ec7m kh\u00f4ng m\u1ea5y th\u00fa v\u1ecb hay m\u1edd nh\u1ea1t, kh\u00f4ng \u0111\u1ec3 l\u1ea1i d\u1ea5u \u1ea5n d\u01b0\u1eddng nh\u01b0 s\u1ebd nhanh ch\u00f3ng b\u1ecb lo\u1ea1i b\u1ecf nh\u01b0\u1eddng ch\u1ed7 cho ti\u00eau chu\u1ea9n cao h\u01a1n\u2026<\/p>\n

\"uber-logo\"<\/p>\n

S\u1ef1 xu\u1ea5t hi\u1ec7n c\u1ee7a Uber, Google Express, Tinder hay Slack g\u00f3p ph\u1ea7n kh\u00f4ng nh\u1ecf trong vi\u1ec7c thay \u0111\u1ed5i quan \u0111i\u1ec3m c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 m\u1ed9t d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ho\u00e0n h\u1ea3o<\/p>\n<\/div>\n

H\u01b0\u1edbng gi\u1ea3i quy\u1ebft cho \u201ctr\u1ea3i nghi\u1ec7m\u201d<\/b><\/h2>\n

Aristotle \u0111\u00e3 t\u1eebng n\u00f3i: \u201cT\u1ed5ng th\u1ec3 ho\u00e0n h\u1ea3o c\u00f2n t\u1ed1t h\u01a1n s\u1ef1 k\u1ebft h\u1ee3p c\u1ee7a t\u1eebng ph\u1ea7n\u201d. Chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 t\u1ea1o s\u1ef1 kh\u00e1c bi\u1ec7t l\u1edbn n\u1ebfu bi\u1ebft t\u1eadn d\u1ee5ng quan \u0111i\u1ec3m n\u00e0y. B\u1edfi, tr\u00ean th\u1ef1c t\u1ebf, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 s\u1ef1 t\u1ed5ng h\u00f2a c\u1ee7a t\u1ea5t c\u1ea3 nh\u1eefng kho\u1ea3nh kh\u1eafc, s\u1ef1 t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p, c\u00f3 th\u1ec3 tr\u1ef1c ti\u1ebfp ho\u1eb7c gi\u00e1n ti\u1ebfp, kh\u00f4ng ph\u1ea3i m\u1ed9t ho\u1ea1t \u0111\u1ed9ng \u0111\u01a1n l\u1ebb. \u0110\u00f3 l\u00e0 l\u1eddi h\u1ee9a c\u1ee7a doanh nghi\u1ec7p, th\u01b0\u01a1ng hi\u1ec7u, \u0111\u1ed1i t\u00e1c, s\u1ea3n ph\u1ea9m,\u2026 qua m\u1ecdi \u0111\u1ea1i s\u1ee9 khi t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n

N\u1ebfu nh\u01b0 tr\u01b0\u1edbc \u0111\u00e2y, nh\u1eefng doanh nghi\u1ec7p \u0111\u01b0\u1ee3c l\u1ea5y l\u00e0m h\u00ecnh m\u1eabu v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ch\u1ee7 y\u1ebfu xoay quanh m\u1ed9t c\u00e1i ph\u1ec5u, v\u1edbi gi\u1ea3 thi\u1ebft v\u1ec1 m\u1ed9t kh\u1edfi \u0111\u1ea7u, trung t\u00e2m v\u00e0 k\u1ebft th\u00fac. Nh\u01b0ng nay, m\u1ecdi th\u1ee9 ph\u1ee9c t\u1ea1p, ch\u1ed3ng ch\u00e9o v\u00e0 kh\u00f4ng th\u1ec3 \u0111o\u00e1n tr\u01b0\u1edbc. M\u1ea1ng x\u00e3 h\u1ed9i v\u00e0 th\u1ebf gi\u1edbi k\u1ef9 thu\u1eadt s\u1ed1 t\u1ea1o ra m\u1ed9t v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng m\u01a1 h\u1ed3 nh\u01b0ng y\u00eau c\u1ea7u xu\u1ea5t hi\u1ec7n \u0111\u00fang th\u1eddi \u0111i\u1ec3m. Ch\u00ednh v\u00ec th\u1ebf, n\u00f3 c\u0169ng l\u00e0m t\u0103ng nhu c\u1ea7u v\u1ec1 s\u1ef1 t\u01b0\u01a1ng t\u00e1c t\u1ea1i b\u1ea5t c\u1ee9 th\u1eddi gian, thi\u1ebft b\u1ecb c\u0169ng nh\u01b0 k\u00eanh t\u01b0\u01a1ng \u1ee9ng. H\u1ea7u h\u1ebft doanh nghi\u1ec7p \u0111\u00e3 kh\u00f4ng b\u1eaft k\u1ecbp s\u1ef1 ti\u1ebfn h\u00f3a c\u1ee7a h\u00e0nh vi kh\u00e1ch h\u00e0ng c\u0169ng nh\u01b0 k\u1ef3 v\u1ecdng c\u1ee7a h\u1ecd, d\u1eabn \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean t\u1ed3i t\u1ec7 h\u01a1n.<\/p>\n

Ph\u00e1t tri\u1ec3n v\u01b0\u1ee3t ra ngo\u00e0i \u0111i\u1ec3m k\u1ebft n\u1ed1i kh\u00e1ch h\u00e0ng <\/b><\/h2>\n

Hi\u1ec7n nay, doanh nghi\u1ec7p \u0111ang qu\u00e1 ch\u00fa tr\u1ecdng v\u00e0o \u0111i\u1ec3m ti\u1ebfp x\u00fac m\u00e0 l\u1ea1i \u0111ang t\u1ef1 \u0111\u00e1nh m\u1ea5t c\u01a1 h\u1ed9i s\u00e1ng t\u1ea1o tr\u1ea3i nghi\u1ec7m v\u00ec b\u1ecf l\u1ee1 kho\u1ea3nh kh\u1eafc m\u00e0 s\u1ef1 k\u1ebft n\u1ed1i \u0111\u1ea1t \u0111\u1ec9nh.<\/p>\n

M\u1ed9t v\u1ea5n \u0111\u1ec1 kh\u00e1 ph\u1ed5 bi\u1ebfn l\u00e0 doanh nghi\u1ec7p t\u1eadp trung qu\u00e1 nhi\u1ec1u v\u00e0o m\u1ed9t k\u00eanh ho\u1eb7c ph\u01b0\u01a1ng th\u1ee9c ti\u1ebfp c\u1eadn. Ch\u1eb3ng h\u1ea1n, m\u1ed9t c\u00f4ng ty tin t\u01b0\u1edfng qu\u00e1 m\u1ee9c v\u00e0o c\u00f4ng ngh\u1ec7 hay c\u00e1c n\u1ec1n t\u1ea3ng s\u1eb5n c\u00f3 m\u00e0 kh\u00f4ng hi\u1ec3u \u0111\u01b0\u1ee3c vai tr\u00f2 c\u1ee7a ch\u00fang theo ng\u1eef c\u1ea3nh v\u00e0 v\u0103n h\u00f3a, ch\u1eafc ch\u1eafn s\u1ebd c\u00f3 nh\u1eefng b\u1ea5t l\u1ee3i cho tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 th\u01b0\u01a1ng hi\u1ec7u. M\u1eb7t kh\u00e1c, s\u1ef1 thi\u1ebfu k\u1ebft h\u1ee3p gi\u1eefa n\u1ec1n t\u1ea3ng m\u1edbi v\u1edbi c\u01a1 s\u1edf h\u1ea1 t\u1ea7ng hi\u1ec7n t\u1ea1i \u0111\u1ed3ng th\u1eddi \u00edt ch\u00fa \u00fd kh\u00e1m ph\u00e1 nhu c\u1ea7u kh\u00e1ch h\u00e0ng th\u1ef1c t\u1ebf trong t\u1eebng th\u1eddi \u0111i\u1ec3m c\u0169ng c\u00f3 th\u1ec3 \u0111em \u0111\u1ebfn nh\u1eefng tr\u1ea3i nghi\u1ec7m thi\u1ebfu t\u00ednh k\u1ebft n\u1ed1i.<\/p>\n

Ch\u00fang t\u00f4i t\u1eeb l\u00e2u \u0111\u00e3 nh\u1eadn th\u1ee9c \u0111\u01b0\u1ee3c r\u1eb1ng, ng\u01b0\u1eddi ti\u00eau d\u00f9ng kh\u00f4ng c\u00f2n \u0111i theo m\u1ed9t \u0111\u01b0\u1eddng th\u1eb3ng t\u1eeb A-Z, thay v\u00e0o \u0111\u00f3, h\u1ecd \u0111ang tr\u1ea3i qua nh\u1eefng tr\u1ea3i nghi\u1ec7m thi\u1ebfu li\u00ean t\u1ee5c tr\u00ean nhi\u1ec1u \u0111i\u1ec3m ti\u1ebfp x\u00fac \u1edf m\u1ed9t website. \u0110\u1ec3 li\u00ean k\u1ebft th\u00e0nh c\u00f4ng nh\u1eefng tr\u1ea3i nghi\u1ec7m \u0111\u00f3 v\u1edbi nhau, doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i chi ti\u1ebft h\u00f3a nh\u1eefng g\u00ec \u0111ang ho\u1ea1t \u0111\u1ed9ng hi\u1ec7u qu\u1ea3 v\u1edbi kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i c\u0169ng nh\u01b0 nh\u1eefng g\u00ec c\u00f2n thi\u1ebfu. C\u01a1 h\u1ed9i m\u1edbi c\u00f3 th\u1ec3 ph\u00e1t tri\u1ec3n d\u1ef1a tr\u00ean t\u00e0i s\u1ea3n v\u00e0 c\u00f4ng ngh\u1ec7 hi\u1ec7n t\u1ea1i? Li\u1ec7u tr\u1ea3i nghi\u1ec7m m\u1edbi c\u00f3 ph\u00f9 h\u1ee3p v\u1edbi th\u01b0\u01a1ng hi\u1ec7u t\u1ea1i c\u00e1c \u0111i\u1ec3m k\u1ebft n\u1ed1i kh\u00e1c? Li\u1ec7u nh\u1eefng thay \u0111\u1ed5i tr\u00ean c\u00f3 ph\u00f9 h\u1ee3p v\u1edbi ng\u01b0\u1eddi d\u00f9ng?<\/p>\n

\u0110\u1ed5i l\u1ea1i, nh\u1eefng kho\u1ea3nh kh\u1eafc k\u1ebft n\u1ed1i c\u00f3 th\u1ec3 t\u1ea1o n\u00ean m\u1ed9t s\u1ef1 kh\u00e1c bi\u1ec7t m\u1ea1nh m\u1ebd cho th\u01b0\u01a1ng hi\u1ec7u. Th\u00f4ng th\u01b0\u1eddng, trong m\u1ecdi ng\u00e0nh v\u1eabn s\u1ebd c\u00f3 nh\u1eefng \u0111i\u1ec3m k\u1ebft n\u1ed1i ti\u00eau chu\u1ea9n, tuy nhi\u00ean, n\u1ebfu m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u c\u00f3 th\u1ec3 t\u1ea1o ra tr\u1ea3i nghi\u1ec7m k\u1ebft n\u1ed1i t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m \u0111\u00f3 m\u1ed9t c\u00e1ch m\u1ea1nh m\u1ebd, \u0111\u00e1ng nh\u1edb, n\u00f3 s\u1ebd tr\u1edf th\u00e0nh m\u1ed9t l\u1ee3i th\u1ebf c\u1ea1nh tranh l\u1edbn.<\/p>\n

\"K\u1ebft<\/p>\n

K\u1ebft n\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch \u0111\u00e1ng nh\u1edb, m\u1ea1nh m\u1ebd, doanh nghi\u1ec7p s\u1ebd s\u1edf h\u1eefu m\u1ed9t l\u1ee3i th\u1ebf c\u1ea1nh tranh l\u1edbn.<\/p>\n<\/div>\n

\u0110\u1ed3ng c\u1ea3m<\/h2>\n

L\u00e0 gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh v\u00e0 tr\u1ef1c ti\u1ebfp \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh, ch\u00fang ta c\u00f3 xu h\u01b0\u1edbng t\u1ef1 m\u00e3n v\u1ec1 kh\u1ea3 n\u0103ng th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh. B\u1edfi, ch\u00fang ta \u0111\u00e3 th\u1ef1c hi\u1ec7n r\u1ea5t nhi\u1ec1u kh\u1ea3o s\u00e1t, nghi\u00ean c\u1ee9u, t\u1eeb c\u00e1c nh\u00f3m t\u1eadp trung t\u1edbi nghi\u00ean c\u1ee9u \u0111\u1ecbnh l\u01b0\u1ee3ng v\u00e0 ph\u00e2n t\u00edch c\u00e1c d\u1eef li\u1ec7u chi ti\u1ebft. Tuy nhi\u00ean, ch\u00fang ta th\u01b0\u1eddng m\u1eafc m\u1ed9t l\u1ed7i \u0111\u00f3 l\u00e0 kh\u00f4ng nh\u00ecn s\u1ef1 v\u1eadt theo b\u1ea3n ch\u1ea5t c\u1ee7a ch\u00ednh n\u00f3, thay v\u00e0o \u0111\u00f3, d\u1ef1a tr\u00ean quan \u0111i\u1ec3m c\u1ee7a ch\u00ednh ch\u00fang ta. Ch\u00fang ta th\u01b0\u1eddng c\u00f3 th\u00f3i quen s\u1eed d\u1ee5ng nh\u1eefng tr\u1ea3i nghi\u1ec7m s\u1ed1ng c\u1ee7a ch\u00ednh m\u00ecnh \u0111\u1ec3 \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh cho ng\u01b0\u1eddi ti\u00eau d\u00f9ng. Nh\u01b0ng, ch\u00fang ta l\u1ea1i kh\u00f4ng ph\u1ea3i kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh v\u00e0 \u0111\u1ec3 t\u1ea1o nh\u1eefng tr\u1ea3i nghi\u1ec7m th\u1ef1c s\u1ef1 ph\u1ee5c v\u1ee5 cho nhu c\u1ea7u c\u1ee7a h\u1ecd, ch\u00fang ta c\u1ea7n ph\u1ea3i trau d\u1ed3i qua s\u1ef1 \u0111\u1ed3ng c\u1ea3m v\u1edbi h\u1ecd. N\u00f3i c\u00e1ch kh\u00e1c, ch\u00fang ta c\u1ea7n ph\u1ea3i nh\u00ecn th\u1ebf gi\u1edbi qua con m\u1eaft ng\u01b0\u1eddi ti\u00eau d\u00f9ng.<\/p>\n

V\u1eady, ch\u00fang ta n\u00ean l\u00e0m \u0111i\u1ec1u \u0111\u00f3 nh\u01b0 th\u1ebf n\u00e0o?<\/p>\n

B\u1eb1ng c\u00e1ch khi\u1ebfn kh\u00e1ch h\u00e0ng ho\u00e0n to\u00e0n b\u1ecb \u00e1m \u1ea3nh.<\/p>\n

Ch\u00eca kh\u00f3a \u0111\u1ec3 t\u1ea1o n\u1ed7i \u00e1m \u1ea3nh c\u1ee7a kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 s\u1ef1 th\u1ea5u hi\u1ec3u nh\u1eefng g\u00ec th\u1ef1c s\u1ef1 quan tr\u1ecdng \u0111\u1ed1i v\u1edbi to\u00e0n b\u1ed9 cu\u1ed9c s\u1ed1ng h\u1ecd, kh\u00f4ng ch\u1ec9 l\u00e0 m\u1ea3nh nh\u1ecf n\u01a1i th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n t\u1ed3n t\u1ea1i. V\u00e0 ch\u1eafc ch\u1eafn s\u1ebd nhi\u1ec1u h\u01a1n vi\u1ec7c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. \u00c1m \u1ea3nh kh\u00e1ch h\u00e0ng \u0111\u00f2i h\u1ecfi m\u1ed9t s\u1ef1 thay \u0111\u1ed5i t\u00e2m tr\u00ed, ch\u1ee7 \u0111\u1ed9ng k\u1ebft h\u1ee3p quan \u0111i\u1ec3m c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng \u1edf m\u1ecdi giai \u0111o\u1ea1n c\u1ee7a thi\u1ebft k\u1ebf v\u00e0 c\u1ea5p \u0111\u1ed9 c\u1ee7a t\u1ed5 ch\u1ee9c nh\u1eb1m mang \u0111\u1ebfn nh\u1eefng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng to\u00e0n di\u1ec7n.<\/p>\n

T-Mobile l\u00e0 m\u1ed9t v\u00ed d\u1ee5 tuy\u1ec7t v\u1eddi c\u1ee7a m\u1ed9t doanh nghi\u1ec7p \u0111\u00e3 s\u1edf h\u1eefu l\u1ee3i th\u1ebf c\u1ea1nh tranh v\u01b0\u1ee3t tr\u1ed9i b\u1eb1ng c\u00e1ch t\u1ea1o ra n\u1ed7i \u00e1m \u1ea3nh c\u1ee7a kh\u00e1ch h\u00e0ng. X\u00e9t tr\u00ean di\u1ec7n r\u1ed9ng, m\u1ecdi ng\u01b0\u1eddi \u0111\u00e3 ch\u00e1n ng\u1ea5y v\u1edbi m\u1ed9t h\u1ec7 th\u1ed1ng cung c\u1ea5p kh\u00f4ng d\u00e2y h\u1ea1n ch\u1ebf, ph\u1ee9c t\u1ea1p v\u00e0 t\u1ed1n k\u00e9m. Thay v\u00ec c\u1ed1 g\u1eafng gi\u1ea3i quy\u1ebft \u201c\u0111i\u1ec3m \u0111au\u201d c\u1ee7a kh\u00e1ch h\u00e0ng qua c\u1ea3i ti\u1ebfn nh\u1eefng c\u00e1i s\u1eb5n c\u00f3, T-Mobile b\u1ecf ho\u00e0n to\u00e0n \u00fd t\u01b0\u1edfng cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00f4ng d\u00e2y truy\u1ec1n th\u1ed1ng. Th\u00f4ng qua m\u00f4 h\u00ecnh \u201cUn-carrier\u201d, T-Mobile tung ra c\u00e1c h\u1ee3p \u0111\u1ed3ng d\u1ecbch v\u1ee5 h\u00e0ng n\u0103m, v\u1edbi g\u00f3i tho\u1ea1i v\u00e0 nh\u1eafn tin kh\u00f4ng gi\u1edbi h\u1ea1n v\u00e0 gi\u1ea3m gi\u00e1 m\u1ea1nh tr\u00ean c\u00e1c thi\u1ebft b\u1ecb m\u1edbi. H\u01b0\u1edbng \u0111i m\u1edbi n\u00e0y \u0111\u00e3 ngay l\u1eadp t\u1ee9c th\u00e0nh c\u00f4ng \u2013 1,1 tri\u1ec7u kh\u00e1ch h\u00e0ng m\u1edbi \u0111\u0103ng k\u00fd T-Mobile trong ba th\u00e1ng \u0111\u1ea7u ti\u00ean \u2013 v\u00ec n\u00f3 d\u1ef1a tr\u00ean s\u1ef1 hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc v\u1ec1 ng\u01b0\u1eddi d\u00f9ng v\u00e0 nh\u1eefng g\u00ec h\u1ecd mong mu\u1ed1n t\u1eeb m\u1ed9t cu\u1ed9c s\u1ed1ng \u201ckh\u00f4ng d\u00e2y\u201d.<\/p>\n

L\u00e0m th\u1ebf n\u00e0o l\u00e0 T-Mobile c\u00f3 th\u1ec3 t\u1ea1o ra m\u1ed9t s\u1ea3n ph\u1ea9m ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng? H\u1ecd ch\u1ea5p nh\u1eadn ba nguy\u00ean t\u1eafc quan tr\u1ecdng vi\u1ec7c \u00e1m \u1ea3nh kh\u00e1ch h\u00e0ng t\u00edch h\u1ee3p v\u00e0o chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng:<\/p>\n

    \n
  • D\u1ef1 \u0111o\u00e1n nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/strong> B\u1eb1ng c\u00e1ch li\u00ean t\u1ee5c ch\u00fa \u00fd l\u1eafng nghe ng\u01b0\u1eddi ti\u00eau d\u00f9ng v\u00e0 \u0111\u1eb7t m\u00ecnh v\u00e0o v\u1ecb tr\u00ed c\u1ee7a kh\u00e1ch h\u00e0ng, c\u1ea3 online v\u00e0 offline, T-Mobile ph\u00e1t hi\u1ec7n ra tr\u00f2 ch\u01a1i \u0111\u00e3 thay \u0111\u1ed5i, ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp c\u1eadn s\u00e1ng t\u1ea1o th\u01b0\u1eddng khi\u1ebfn kh\u00e1ch h\u00e0ng b\u1ea5t ng\u1edd.<\/li>\n
  • Ki\u1ebfn t\u00ecm c\u1ea3m h\u1ee9ng \u1edf kh\u1eafp n\u01a1i.<\/strong> C\u00e1c c\u00f4ng ty c\u1ea7n ph\u1ea3i n\u1eafm l\u1ea5y c\u01a1 h\u1ed9i s\u00e1ng t\u1ea1o t\u1eeb b\u00ean ngo\u00e0i s\u1ea3n ph\u1ea9m v\u00e0 t\u00ecm c\u00e1ch l\u00e0m cho ch\u00fang c\u00f3 li\u00ean quan \u0111\u1ebfn c\u00f4ng vi\u1ec7c kinh doanh. Vi\u1ec7c n\u00e0y cho ph\u00e9p c\u00e1c c\u00f4ng ty c\u00f3 th\u1ec3 h\u1ecdc h\u1ecfi, vay m\u01b0\u1ee3n \u00fd t\u01b0\u1edfng t\u1eeb \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh, c\u00e1c ng\u00e0nh c\u00f4ng nghi\u1ec7p hay khu v\u1ef1c \u0111\u1ecba l\u00fd kh\u00e1c.<\/li>\n
  • Tin t\u01b0\u1edfng v\u00e0o s\u1ef1 k\u1ebft h\u1ee3p trong s\u00e1ng t\u1ea1o.<\/strong> Th\u01b0\u01a1ng hi\u1ec7u \u0111ang kh\u00f4ng ng\u1eebng t\u00ecm ki\u1ebfm nh\u1eefng c\u00e1ch th\u1ee9c m\u1edbi \u0111\u1ec3 m\u1eddi m\u1ecdi ng\u01b0\u1eddi v\u00e0o box th\u1eed nghi\u1ec7m, thi\u1ebft k\u1ebf, th\u00ed \u0111i\u1ec3m\u2026R\u00f5 r\u00e0ng, \u0111i\u1ec1u n\u00e0y \u0111\u00f2i h\u1ecfi th\u1ef1c hi\u1ec7n nhi\u1ec1u cu\u1ed9c kh\u1ea3o s\u00e1t s\u1ef1 h\u00e0i l\u00f2ng ho\u1eb7c c\u1ea7n c\u00f3 th\u1eddi gian. Hay n\u00f3i c\u00e1ch kh\u00e1c l\u00e0 cam k\u1ebft h\u1ee3p t\u00e1c th\u01b0\u1eddng xuy\u00ean v\u1edbi kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n

    Kh\u00e1ch h\u00e0ng ng\u00e0y nay qu\u00e1 hi\u1ec3u bi\u1ebft v\u00e0 kh\u00e9o l\u00e9o \u0111\u1ec3 \u0111\u01a1n gi\u1ea3n nh\u1eadn ra m\u1ed9t tr\u1ea3i nghi\u1ec7m k\u00e9m c\u1ecfi. H\u1ecd ho\u1eb7c l\u00e0 s\u1ebd b\u1eaft \u0111\u1ea7u cu\u1ed9c h\u00e0nh tr\u00ecnh t\u00ecm ki\u1ebfm \u00fd t\u01b0\u1edfng \u0111\u1ec3 ph\u1ee5c v\u1ee5 cho h\u1ecd, theo c\u00e1ch c\u1ee7a h\u1ecd, ho\u1eb7c s\u1ebd chuy\u1ec3n sang l\u1ef1a ch\u1ecdn \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh \u2013 cung c\u1ea5p m\u1ed9t tr\u1ea3i nghi\u1ec7m th\u1ef1c t\u1ebf v\u00e0 c\u00f3 li\u00ean quan h\u01a1n.<\/p>\n

    Cu\u1ed1i c\u00f9ng, \u0111\u1ec3 ph\u00e1t tri\u1ec3n m\u1ea1nh m\u1ebd, l\u00e2u b\u1ec1n, th\u01b0\u01a1ng hi\u1ec7u c\u1ea7n c\u00f3 chi\u1ebfn l\u01b0\u1ee3c trong vi\u1ec7c cung c\u1ea5p nh\u1eefng tr\u1ea3i nghi\u1ec7m th\u1eadt s\u1ef1 x\u00e1c th\u1ef1c, \u00fd ngh\u0129a, th\u00fa v\u1ecb. 85% ng\u01b0\u1eddi ti\u00eau d\u00f9ng cho bi\u1ebft h\u1ecd s\u1eb5n s\u00e0ng tr\u1ea3 th\u00eam l\u00ean \u0111\u1ebfn 25% chi ph\u00ed \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o m\u1ed9t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ho\u00e0n h\u1ea3o. C\u00e2u h\u1ecfi \u0111\u1eb7t ra l\u00e0, ai \u0111\u01b0\u1ee3c h\u01b0\u1edfng l\u1ee3i t\u1eeb th\u1ef1c t\u1ebf n\u00e0y, b\u1ea1n hay \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh c\u1ee7a b\u1ea1n? Kinh nghi\u1ec7m cho th\u1ea5y, h\u00ecnh \u1ea3nh th\u01b0\u01a1ng hi\u1ec7u, s\u1ef1 trung th\u00e0nh kh\u00e1ch h\u00e0ng c\u00f9ng t\u1ea5t c\u1ea3 l\u1ee3i \u00edch \u0111i k\u00e8m s\u1ebd l\u00e0 c\u1ee7a b\u1ea1n n\u1ebfu bi\u1ebft n\u1eafm b\u1eaft c\u01a1 h\u1ed9i.<\/p>\n

    Theo\u00a0Forbes<\/em><\/p>\n

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

      \n
    • Th\u1ea5u hi\u1ec3u nhu c\u1ea7u t\u01b0\u01a1ng lai \u0111\u1ec3 t\u1ea1o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ho\u00e0n h\u1ea3o<\/em><\/li>\n
    • Theo ch\u00e2n h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

      Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 m\u1eb7t tr\u1eadn ti\u1ebfp theo cho c\u00e1c th\u01b0\u01a1ng hi\u1ec7u. \u0110\u1ed1i v\u1edbi nh\u1eefng qu\u1ea3n l\u00fd \u00a0th\u00f4ng minh v\u00e0 bi\u1ebft n\u1eafm b\u1eaft th\u1eddi c\u01a1, \u0111\u00e2y s\u1ebd kh\u00f4ng ch\u1ec9 l\u00e0 c\u01a1 h\u1ed9i \u0111\u1ec3 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i v\u1edbi kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n l\u00e0 l\u1ee3i th\u1ebf c\u1ea1nh tranh \u0111\u00e1ng k\u1ec3 so v\u1edbi \u0111\u1ed1i th\u1ee7 ngo\u00e0i y\u1ebfu t\u1ed1 v\u1ec1 s\u1ea3n ph\u1ea9m, gi\u00e1 c\u1ea3 hay ch\u00ednh s\u00e1ch \u01b0u \u0111\u00e3i. Ng\u01b0\u1ee3c l\u1ea1i, nh\u1eefng ai kh\u00f4ng n\u1eafm v\u1eefng ngh\u1ec7 thu\u1eadt s\u00e1ng t\u1ea1o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng s\u1ebd t\u1ef1 x\u00f3a m\u1edd h\u00ecnh \u1ea3nh c\u1ee7a m\u00ecnh trong t\u00e2m tr\u00ed kh\u00e1ch h\u00e0ng c\u0169ng nh\u01b0 th\u1ecb ph\u1ea7n theo th\u1eddi gian.<\/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\/53606"}],"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=53606"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/53606\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=53606"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=53606"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=53606"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}