{"id":53666,"date":"2023-12-20T08:15:43","date_gmt":"2023-12-20T01:15:43","guid":{"rendered":"https:\/\/masterskills.org\/blog\/thau-hieu-nhu-cau-tuong-lai-de-tao-trai-nghiem-khach-hang-hoan-hao.html"},"modified":"2023-12-20T08:15:43","modified_gmt":"2023-12-20T01:15:43","slug":"thau-hieu-nhu-cau-tuong-lai-de-tao-trai-nghiem-khach-hang-hoan-hao","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/thau-hieu-nhu-cau-tuong-lai-de-tao-trai-nghiem-khach-hang-hoan-hao.html","title":{"rendered":"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"},"content":{"rendered":"
\n

Khi \u0111\u00e3 th\u1ea5u hi\u1ec3u nhu c\u1ea7u kh\u00e1ch h\u00e0ng, c\u00f3 th\u1ec3 b\u1ea1n \u0111\u00e3 n\u1eafm trong tay ph\u1ea7n th\u1eafng.\u00a0Tuy nhi\u00ean\u00a0tr\u00ean th\u1ef1c t\u1ebf, \u0111\u00e2y m\u1edbi ch\u1ec9 l\u00e0 kh\u1edfi \u0111\u1ea7u. Ch\u00eca kh\u00f3a th\u1ef1c s\u1ef1 n\u1eb1m \u1edf kh\u1ea3 n\u0103ng \u0111\u00e1p \u1ee9ng nh\u1eefng g\u00ec h\u1ecd mu\u1ed1n trong n\u0103m ti\u1ebfp theo, th\u1eadm ch\u00ed tr\u01b0\u1edbc khi h\u1ecd k\u1ecbp nh\u1eadn ra. Nhi\u1ec1u doanh nghi\u1ec7p c\u1ed1 g\u1eafng c\u1ea3m nh\u1eadn t\u01b0\u01a1ng lai ch\u1ee7 y\u1ebfu d\u1ef1a v\u00e0o b\u1ea3n n\u0103ng, ch\u1eb3ng h\u1ea1n Steve Jobs \u0111\u00e3 \u0111\u00fang khi quy\u1ebft \u0111\u1ecbnh \u0111\u01b0a Apple gia nh\u1eadp th\u1ecb tr\u01b0\u1eddng \u0111i\u1ec7n tho\u1ea1i di \u0111\u1ed9ng, tr\u01b0\u1edbc c\u1ea3 khi \u0111i\u1ec7n tho\u1ea1i di \u0111\u1ed9ng\u00a0tr\u1edf th\u00e0nh m\u1ed9t th\u1ee9 thi\u1ebft b\u1ecb s\u00e0nh \u0111i\u1ec7u. Nh\u01b0ng trong h\u1ea7u h\u1ebft tr\u01b0\u1eddng h\u1ee3p, kh\u00f4ng ph\u1ea3i ai c\u0169ng g\u1eb7p may.<\/span><\/p>\n

Vi\u1ec7c\u00a0t\u1ea1o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1i \u01b0u v\u00e0 l\u00e2u d\u00e0i ph\u1ee5 thu\u1ed9c ch\u1ee7 y\u1ebfu v\u00e0o kh\u1ea3 n\u0103ng d\u1ef1 \u0111o\u00e1n t\u01b0\u01a1ng lai, nhu c\u1ea7u v\u00e0 mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c kh\u1ea3 n\u0103ng n\u00e0y, c\u1ea7n ph\u1ea3i b\u1eaft \u0111\u1ea7u\u00a0t\u1eeb s\u1ef1 th\u1ea5u hi\u1ec3u s\u00e2u s\u1eafc (insight) m\u1ed9t kh\u00eda c\u1ea1nh, v\u1ea5n \u0111\u1ec1\u00a0r\u1ed3i m\u1edbi ti\u1ebfn\u00a0t\u1edbi nh\u1eefng nh\u00ecn nh\u1eadn, d\u1ef1 \u0111o\u00e1n t\u01b0\u01a1ng lai (foresight) cho c\u1ea3 nh\u1eefng kh\u00eda c\u1ea1nh kh\u00e1c. Nick Weber, CEO 4i \u2013 m\u1ed9t \u0111\u01a1n v\u1ecb t\u01b0 v\u1ea5n chi\u1ebfn l\u01b0\u1ee3c danh ti\u1ebfng chia s\u1ebb: \u201c<\/span>Insight l\u00e0 ki\u1ebfn \u200b\u200bth\u1ee9c n\u1ec1n t\u1ea3ng v\u1ec1 c\u00e1ch th\u1ee9c ho\u1ea1t \u0111\u1ed9ng c\u1ee7a m\u1ecdi th\u1ee9, \u0111\u1ed3ng th\u1eddi c\u0169ng l\u00e0 ti\u1ec1n \u0111\u1ec1 c\u1ee7a foresight\u201d.<\/p>\n

\"Customer-Feedaback\"<\/p>\n

L\u1eafng nghe \u0111\u1ec3 s\u00e1ng t\u1ea1o v\u00e0 mang \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ho\u00e0n h\u1ea3o<\/p>\n<\/div>\n

\u201cB\u1ea1n c\u00f3 th\u1ec3 s\u1edf h\u1eefu t\u1ea5t c\u1ea3 insight\u00a0tr\u00ean th\u1ebf gi\u1edbi, nh\u01b0ng n\u1ebfu kh\u00f4ng t\u1eadn d\u1ee5ng \u0111\u1ec3 d\u1ef1 \u0111o\u00e1n v\u1ec1 t\u01b0\u01a1ng lai, v\u1ec1 c\u01a1 b\u1ea3n n\u00f3 s\u1ebd gi\u1ea3m gi\u00e1 tr\u1ecb\u201d, Weber c\u0169ng cho bi\u1ebft. Bi\u1ebft \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng c\u1ea7n v\u00e0 mu\u1ed1n g\u00ec trong t\u01b0\u01a1ng lai (foresight) ban \u0111\u1ea7u s\u1ebd d\u1ef1a v\u00e0o\u00a0insight v\u00e0 tr\u1ef1c gi\u00e1c. Tuy nhi\u00ean, n\u00f3\u00a0s\u1ebd ph\u1ee5 thu\u1ed9c nhi\u1ec1u h\u01a1n v\u00e0o c\u01a1 s\u1edf d\u1eef li\u1ec7u l\u1edbn (big data) v\u00e0 nh\u1eefng ph\u00e2n t\u00edch gi\u00fap \u0111\u01b0a ra nh\u1eefng h\u01b0\u1edbng d\u1eabn chi ti\u1ebft, c\u1ee5 th\u1ec3. Foresight, x\u00e9t cho c\u00f9ng l\u00e0 s\u1ef1 k\u1ebft h\u1ee3p gi\u1eefa tr\u1ef1c gi\u00e1c v\u00e0 s\u1ef1 am hi\u1ec3u.\u00a0<\/span><\/p>\n

N\u1ebfu ch\u1ec9 \u0111\u01a1n thu\u1ea7n c\u1ea3m t\u00ednh, kh\u00f4ng c\u00f3 d\u1eef li\u1ec7u l\u1edbn v\u00e0 ph\u00e2n t\u00edch th\u00ec c\u0169ng t\u01b0\u01a1ng t\u1ef1 kh\u00e1m ph\u00e1 m\u1ed9t \u0111\u1ecba danh nh\u01b0ng qu\u00ean b\u1ea3n \u0111\u1ed3 \u1edf nh\u00e0. Th\u1ea5u hi\u1ec3u nhu c\u1ea7u t\u01b0\u01a1ng lai c\u1ee7a kh\u00e1ch h\u00e0ng c\u1ea7n c\u00f3 m\u1ed9t quy\u1ebft \u0111\u1ecbnh nhanh ch\u00f3ng, s\u00e1ng t\u1ea1o v\u00e0 ph\u00e1n \u0111o\u00e1n ch\u1ee7 quan \u0111\u1ec3 \u0111\u1ebfn n\u01a1i b\u1ea1n mu\u1ed1n, nh\u01b0ng c\u00f3 trong tay b\u1ea3n \u0111\u1ed3 s\u1ebd gi\u00fap b\u1ea1n tr\u00e1nh \u0111\u01b0\u1ee3c nh\u1eefng c\u1ea1m b\u1eaby v\u00e0 nguy hi\u1ec3m ph\u00eda tr\u01b0\u1edbc. H\u00e3y c\u00f9ng Masterskills kh\u00e1m ph\u00e1 v\u00e0 tr\u1ea3i nghi\u1ec7m nh\u00e9!<\/span><\/p>\n

Chuy\u1ec3n t\u1eeb d\u1ef1 \u0111o\u00e1n sang th\u00f4ng tin c\u00f3 c\u0103n c\u1ee9<\/b><\/h2>\n

C\u00e1c quy\u1ebft \u0111\u1ecbnh kinh doanh th\u01b0\u1eddng \u0111\u01b0\u1ee3c d\u1ef1a tr\u00ean nh\u1eefng g\u00ec b\u1ea1n ngh\u0129 r\u1eb1ng m\u00ecnh bi\u1ebft. S\u1ef1 can \u0111\u1ea3m b\u1ea3n n\u0103ng th\u01b0\u1eddng \u0111\u01b0\u1ee3c coi nh\u01b0 \u0111\u1eb7c t\u00ednh qu\u00fd gi\u00e1 nh\u1ea5t c\u1ee7a m\u1ed9t nh\u00e0 l\u00e3nh \u0111\u1ea1o c\u00f4ng ty. Nh\u01b0ng kho\u1ea3ng c\u00e1ch gi\u1eefa m\u1ed9t s\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c tung ra th\u1ecb tr\u01b0\u1eddng v\u1edbi nhi\u1ec1u m\u00e0u s\u1eafc c\u00e1 t\u00ednh theo b\u1ea3n n\u0103ng (ch\u1eb3ng h\u1ea1n Iphone) th\u1ef1c s\u1ef1 r\u1ea5t kh\u00e1c bi\u1ec7t trong m\u1ed9t th\u1ecb tr\u01b0\u1eddng l\u1ed9n x\u1ed9n nh\u1eefng\u00a0s\u1ea3n ph\u1ea9m nh\u01b0 Apple Newton, \u00f4 t\u00f4 DeLorean, New Coke\u2026 \u2013 nh\u1eefng \u00fd t\u01b0\u1edfng tuy\u1ec7t v\u1eddi v\u00e0o th\u1eddi \u0111i\u1ec3m \u0111\u00f3, nh\u01b0ng th\u1ea5t b\u1ea1i v\u00ec ch\u01b0a th\u1ef1c s\u1ef1 n\u1eafm b\u1eaft nhu c\u1ea7u th\u1ecb tr\u01b0\u1eddng.<\/span><\/p>\n

Kh\u00e1i qu\u00e1t h\u00f3a \u0111\u1ec3 nh\u00ecn xa, theo Weber l\u00e0 con \u0111\u01b0\u1eddng \u201cch\u00ednh th\u1ee9c h\u00f3a v\u00e0 \u0111\u1ecbnh l\u01b0\u1ee3ng h\u00f3a nh\u1eefng g\u00ec nhi\u1ec1u ng\u01b0\u1eddi ch\u00fang ta cho l\u00e0 \u0111\u00fang, nh\u01b0ng s\u1ef1 th\u1eadt l\u1ea1i kh\u00f4ng th\u1ebf\u201d. Tr\u1ef1c gi\u00e1c s\u1ebd c\u00f3 gi\u00e1 tr\u1ecb h\u01a1n khi c\u00f3 th\u1ec3 \u0111\u1ecbnh l\u01b0\u1ee3ng v\u00e0 chi ti\u1ebft h\u00f3a, \u0111\u1ed3ng th\u1eddi, l\u00e0m nh\u01b0 v\u1eady s\u1ebd cho b\u1ea1n bi\u1ebft th\u00eam v\u1ec1 c\u00e1ch th\u1ee9c ho\u1ea1t \u0111\u1ed9ng c\u1ee7a t\u1eebng y\u1ebfu t\u1ed1, v\u1ec1 vi\u1ec7c tr\u1ef1c gi\u00e1c s\u1ebd \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn s\u1ea3n ph\u1ea9m c\u0169ng nh\u01b0 ph\u00e2n lo\u1ea1i c\u1ee7a b\u1ea1n. T\u1ea7m nh\u00ecn xa hi\u1ec7u qu\u1ea3 n\u1eb1m \u1edf vi\u1ec7c k\u1ebft h\u1ee3p \u00edt y\u1ebfu t\u1ed1 v\u1ec1 b\u1ea3n n\u0103ng, thay v\u00e0o \u0111\u00f3 t\u1eadp trung s\u00e1ng t\u1ea1o nh\u1eefng ki\u1ebfn \u200b\u200bth\u1ee9c ch\u01b0a t\u1eebng t\u1ed3n t\u1ea1i tr\u01b0\u1edbc \u0111\u00f3 .<\/span><\/p>\n

Ngay c\u1ea3 \u1edf trong nh\u1eefng t\u1eadp \u0111o\u00e0n l\u1edbn, ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m m\u1edbi v\u00e0 nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng d\u1ef1a tr\u00ean s\u1ef1 s\u00e1ng t\u1ea1o v\u00e0 hi\u1ec3u bi\u1ebft c\u00e1 nh\u00e2n t\u1eeb nh\u1eefng qu\u1ea3n l\u00fd c\u00f3 th\u1eddi gian ti\u1ebfp x\u00fac v\u1edbi chu k\u1ef3 ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m \u0111\u1ee7 l\u00e2u. T\u1eeb \u0111\u00f3, h\u1ecd c\u00f3 \u0111\u01b0\u1ee3c m\u1ed9t c\u1ea3m gi\u00e1c t\u1ed1t v\u1ec1 nh\u1eefng g\u00ec s\u1ebd c\u1ed9ng h\u01b0\u1edfng v\u1edbi kh\u00e1ch h\u00e0ng. C\u0169ng ch\u00ednh v\u00ec v\u1eady, nhi\u1ec1u ki\u1ebfn \u200b\u200bth\u1ee9c l\u1ea1i kh\u00f4ng ch\u00ednh th\u1ee9c, kh\u00f3 m\u00e0 v\u0103n b\u1ea3n h\u00f3a.<\/span><\/p>\n

B\u1eaft \u0111\u1ea7u chi\u1ebfn l\u01b0\u1ee3c\u00a0d\u00e0i h\u1ea1n<\/b><\/h2>\n
\"T\u1eadn<\/p>\n

T\u1eadn d\u1ee5ng ngu\u1ed3n d\u1eef li\u1ec7u s\u1eb5n c\u00f3 \u0111\u1ec3 th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau c\u0169ng l\u00e0 m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c m\u00e0 b\u1ea5t c\u1ee9 doanh nghi\u1ec7p n\u00e0o n\u00ean c\u00f3<\/p>\n<\/div>\n

Tham gia v\u00e0o m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c d\u00e0i h\u1ea1n\u00a0c\u00f3 th\u1ec3 m\u1ea5t r\u1ea5t nhi\u1ec1u chi ph\u00ed, s\u1eed d\u1ee5ng nh\u1eefng ph\u1ea7n m\u1ec1m chuy\u00ean d\u1ee5ng, thi\u1ebft b\u1ecb l\u01b0u tr\u1eef d\u1eef li\u1ec7u v\u00e0 \u0111\u1eb7c bi\u1ec7t kh\u00f4ng th\u1ec3 thi\u1ebfu nh\u1eefng nh\u00e0 ph\u00e2n t\u00edch d\u00e0y d\u1ea1n kinh nghi\u1ec7m. Trong khi \u0111\u00f3, c\u00e1c c\u00f4ng ty nh\u1ecf hay start up c\u00f3 th\u1ec3 \u0111\u01b0a ra chi\u1ebfn l\u01b0\u1ee3c d\u00e0i h\u1ea1n qua vi\u1ec7c t\u1eadn d\u1ee5ng d\u1eef li\u1ec7u \u0111\u00e3 \u0111\u01b0\u1ee3c c\u00f4ng khai.<\/span><\/p>\n

Weber c\u0169ng chia s\u1ebb, vi\u1ec7c n\u00e0y kh\u00e1 d\u1ec5 d\u00e0ng v\u1edbi doanh nghi\u1ec7p v\u1eeba v\u00e0 nh\u1ecf khi h\u1ecd c\u00f3 th\u1ec3 khai th\u00e1c nh\u1eefng th\u00f4ng tin c\u00f3 s\u1eb5n, th\u01b0\u1eddng \u0111\u01b0\u1ee3c thu th\u1eadp b\u1edfi c\u00e1c c\u01a1 quan ch\u00ednh ph\u1ee7 \u2013 ngu\u1ed3n d\u1eef li\u1ec7u \u0111\u1eb7c bi\u1ec7t quan tr\u1ecdng. \u201cB\u1ea1n c\u00f3 th\u1ec3 t\u1ea3i d\u1eef li\u1ec7u v\u00e0 x\u00e1c \u0111\u1ecbnh \u0111\u00e2u c\u01a1 h\u1ed9i v\u00e0 \u0111\u00e2u l\u00e0 l\u1ee3i th\u1ebf \u0111\u1ec3 t\u0103ng tr\u01b0\u1edfng\u201d. V\u00e0 nh\u1eefng ph\u00e2n t\u00edch \u0111\u01a1n gi\u1ea3n v\u1eabn c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng b\u1edfi ng\u01b0\u1eddi m\u1edbi b\u1eaft \u0111\u1ea7u \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh t\u01b0\u01a1ng lai \u1edf \u0111\u00e2u v\u00e0 l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 \u01b0u ti\u00ean c\u00e1c kho\u1ea3n \u0111\u1ea7u t\u01b0.<\/span><\/p>\n

Weber \u0111\u01b0a ra m\u1ed9t v\u00ed d\u1ee5 v\u1ec1 m\u1ed9t kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng ph\u00e2n t\u00edch chi\u1ebfn l\u01b0\u1ee3c d\u00e0i h\u1ea1n \u0111\u1ec3 kh\u1edfi \u0111\u1ed9ng th\u00e0nh c\u00f4ng s\u1ea3n ph\u1ea9m t\u1ea1i m\u1ed9t th\u1ecb tr\u01b0\u1eddng m\u1edbi n\u1ed5i. C\u00e1c d\u00f2ng s\u1ea3n ph\u1ea9m hi\u1ec7n t\u1ea1i c\u00f3 m\u1ed9t v\u00f2ng \u0111\u1eddi m\u1ea1nh m\u1ebd, nh\u01b0ng xu h\u01b0\u1edbng d\u01b0\u1eddng nh\u01b0 ch\u1eadm l\u1ea1i. Thay v\u00ec m\u1edf r\u1ed9ng d\u00f2ng s\u1ea3n ph\u1ea9m, c\u00f4ng ty c\u00f3 \u00fd t\u01b0\u1edfng kh\u1edfi \u0111\u1ed9ng m\u1ed9t c\u00e1i g\u00ec \u0111\u00f3 m\u1edbi, kh\u00e1c bi\u1ec7t v\u00e0 l\u1ef1a ch\u1ecdn m\u1ed9t th\u1ecb tr\u01b0\u1eddng \u0111ang ph\u00e1t tri\u1ec3n nh\u01b0ng ch\u01b0a \u0111\u1ea1t \u0111\u1ec9nh. \u201cH\u1ecd \u0111\u00e3 \u0111\u00e1nh \u0111\u00fang th\u1eddi \u0111i\u1ec3m \u201cthi\u00ean th\u1eddi, \u0111\u1ecba l\u1ee3i, nh\u00e2n h\u00f2a\u201d khi k\u1ebft h\u1ee3p ho\u00e0n h\u1ea3o v\u1edbi nhu c\u1ea7u c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng \u0111ang l\u00ean. \u0110\u00f3 l\u00e0 m\u1ed9t nhu c\u1ea7u m\u00e0 t\u1ea5t c\u1ea3 ch\u00fang ta \u0111\u1ec1u bi\u1ebft, nh\u01b0ng v\u00e0i n\u0103m t\u1edbi s\u1ebd \u0111\u1ea1t \u0111\u1ec9nh\u201d.<\/span><\/p>\n

T\u00ecm hi\u1ec3u chi ti\u1ebft m\u1edbi h\u00e0nh \u0111\u1ed9ng <\/b><\/h2>\n

M\u1ed9t c\u00e1ch ti\u1ebfp c\u1eadn ph\u1ed5 bi\u1ebfn, nh\u01b0ng c\u00f3 l\u1ebd \u00edt h\u1eefu \u00edch cho Big Data ch\u00ednh l\u00e0 \u201cshoot first, ask questions later\u201d (h\u00e0nh \u0111\u1ed9ng tr\u01b0\u1edbc, t\u00ecm hi\u1ec3u sau) hay \u0111\u01a1n gi\u1ea3n l\u00e0 ra ngo\u00e0i, thu th\u1eadp d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng c\u00e0ng nhi\u1ec1u c\u00e0ng t\u1ed1t, sau \u0111\u00f3 m\u1ed9t khi d\u1eef li\u1ec7u \u0111\u01b0\u1ee3c t\u00edch l\u0169y \u1edf m\u1ee9c t\u01b0\u01a1ng \u0111\u1ed1i, n\u1ed7 l\u1ef1c t\u00ecm ki\u1ebfm nh\u1eefng \u00fd t\u01b0\u1edfng s\u00e1ng t\u1ea1o trong n\u00f3. \u201cTr\u01b0\u1edbc khi b\u1eaft \u0111\u1ea7u n\u00f3i v\u1ec1 Big Data, h\u00e3y li\u1ec7t k\u00ea nh\u1eefng th\u1eafc m\u1eafc b\u1ea1n mu\u1ed1n c\u00f3 c\u00e2u tr\u1ea3 l\u1eddi. T\u1ed1t nh\u1ea5t, n\u00ean b\u1eaft \u0111\u1ea7u v\u1edbi nh\u1eefng c\u00e2u h\u1ecfi kinh doanh, sau \u0111\u00f3 tr\u1edf l\u1ea1i v\u00e0o c\u00e2u h\u1ecfi ph\u00e2n t\u00edch, h\u01b0\u1edbng ph\u00e2n t\u00edch, cu\u1ed1i c\u00f9ng m\u1edbi \u0111i l\u1ea5y d\u1eef li\u1ec7u\u201d \u2013 Weber chia s\u1ebb.<\/span><\/p>\n

Trong chi\u1ebfn l\u01b0\u1ee3c \u0111\u1ea7u ti\u00ean th\u01b0\u1eddng k\u00e9o theo l\u01b0\u1ee3ng l\u1edbn c\u00e1c d\u1eef li\u1ec7u m\u01a1 h\u1ed3 ho\u1eb7c d\u1eef li\u1ec7u \u0111\u01b0\u1ee3c ph\u00e2n l\u1eadp v\u00e0 ch\u1ec9 c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng \u1edf m\u1ed9t m\u1ee9c n\u00e0o \u0111\u00f3. Nh\u1eefng gi\u1ea3i ph\u00e1p t\u1ed1n k\u00e9m \u0111\u1ec3 s\u1eed d\u1ee5ng \u0111\u00fang m\u1ee9c d\u1eef li\u1ec7u l\u00e0 chu\u1ea9n h\u00f3a n\u00f3 \u2013 m\u1ed9t qu\u00e1 tr\u00ecnh kh\u00f3 kh\u0103n khi h\u00e0ng tri\u1ec7u \u0111i\u1ec3m d\u1eef li\u1ec7u \u0111ang \u0111\u1ebfn t\u1eeb h\u00e0ng ng\u00e0n ngu\u1ed3n v\u00e0 trong m\u1ed9t lo\u1ea1t \u0111\u1ecbnh d\u1ea1ng c\u1ea5u tr\u00fac c\u0169ng nh\u01b0 phi c\u1ea5u tr\u00fac. M\u1ed9t c\u00e1ch ti\u1ebfp c\u1eadn v\u1edbi chi ph\u00ed hi\u1ec7u qu\u1ea3 h\u01a1n \u0111\u1ec3 t\u00ecm ra insights kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 t\u1ea1o ra m\u1ed9t data lake*, ch\u1ee9 kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t kho d\u1eef li\u1ec7u ph\u1ee9c t\u1ea1p, \u0111\u1eaft ti\u1ec1n th\u00f4ng th\u01b0\u1eddng, n\u01a1i d\u1eef li\u1ec7u c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c thu th\u1eadp v\u00e0o m\u1ed9t \u0111i\u1ec3m, \u0111\u1eb7c bi\u1ec7t c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng c\u00f4ng c\u1ee5 tr\u1ef1c quan v\u00e0 k\u1ebft h\u1ee3p d\u1eef li\u1ec7u khi c\u1ea7n thi\u1ebft.<\/span><\/p>\n

*Data lake ch\u00ednh l\u00e0 m\u1ed9t kho ch\u1ee9a d\u1eef li\u1ec7u ri\u00eang bi\u1ec7t \u1edf d\u1ea1ng th\u00f4 v\u00e0 d\u01b0\u1edbi \u0111\u1ecbnh d\u1ea1ng nguy\u00ean b\u1ea3n c\u1ee7a ch\u00fang. \u0110\u1eb7c bi\u1ec7t h\u01a1n, data lake s\u1eed d\u1ee5ng ki\u1ebfn tr\u00fac ph\u1eb3ng \u0111\u1ec3 l\u01b0u tr\u1eef d\u1eef li\u1ec7u.<\/span><\/i><\/p>\n

Th\u1eadm ch\u00ed \u0111\u01a1n gi\u1ea3n h\u01a1n l\u00e0 ch\u1ec9 l\u00e0 t\u1ea1o ra m\u1ed9t danh s\u00e1ch c\u00e1c b\u1ed9 s\u01b0u t\u1eadp. Weber cho bi\u1ebft:\u00a0\u201cCh\u00fang t\u00f4i s\u1eed d\u1ee5ng \u0111\u1ec3 \u0111i thu th\u1eadp r\u1ea5t nhi\u1ec1u d\u1eef li\u1ec7u v\u1ec1 doanh nghi\u1ec7p, sau \u0111\u00f3 c\u01a1 s\u1edf d\u1eef li\u1ec7u h\u00f3a n\u00f3. Th\u1ee9 m\u00e0 ch\u00fang ta c\u1ea7n trong nhi\u1ec1u tr\u01b0\u1eddng h\u1ee3p ch\u00ednh l\u00e0 m\u1ed9t kho l\u01b0u tr\u1eef c\u1ee7a t\u1ea5t c\u1ea3 c\u00e1c li\u00ean k\u1ebft v\u00e0 ngu\u1ed3n ho\u1ea1t \u0111\u1ed9ng hi\u1ec7u qu\u1ea3, \u0111\u1ec3 khi c\u1ea7n c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng d\u00f9ng \u0111\u1ebfn. Ch\u1ec9 c\u1ea7n ch\u1eafc ch\u1eafn r\u1eb1ng m\u1ecdi ng\u01b0\u1eddi \u0111\u1ec1u nh\u1eadn th\u1ee9c \u0111\u01b0\u1ee3c r\u1eb1ng c\u00f3 m\u1ed9t n\u01a1i duy nh\u1ea5t ho\u1eb7c m\u1ed9t th\u01b0 vi\u1ec7n, \u0111\u1ec3 m\u1ecdi ng\u01b0\u1eddi c\u00f3 th\u1ec3 \u0111\u1ebfn v\u00e0 t\u00ecm th\u1ea5y nh\u1eefng d\u1eef li\u1ec7u m\u00e0 h\u1ecd c\u1ea7n l\u00e0 \u0111\u1ee7\u201d.<\/span><\/p>\n

T\u1eadn d\u1ee5ng qu\u00e1 kh\u1ee9 \u0111\u1ec3 t\u1ecfa s\u00e1ng<\/b><\/h2>\n
\"Kh\u00e1ch<\/p>\n

Kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u00e0 quy\u1ebft \u0111\u1ecbnh s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p ch\u00ednh l\u00e0 ph\u1ea7n th\u01b0\u1edfng x\u1ee9ng \u0111\u00e1ng cho b\u1ea1n\u2026<\/p>\n<\/div>\n

Nh\u1eefng ph\u00e2n t\u00edch c\u01a1 b\u1ea3n lu\u00f4n lu\u00f4n d\u1ef1a tr\u00ean h\u00e0nh \u0111\u1ed9ng trong qu\u00e1 kh\u1ee9 c\u00f9ng xu h\u01b0\u1edbng \u1edf th\u1eddi \u0111i\u1ec3m hi\u1ec7n t\u1ea1i \u0111\u1ec3 d\u1ef1 \u0111o\u00e1n k\u1ebft qu\u1ea3 trong t\u01b0\u01a1ng lai v\u00e0 lo\u1ea1i d\u1ef1 b\u00e1o n\u00e0y ch\u1ec9 l\u00e0 b\u01b0\u1edbc c\u01a1 b\u1ea3n \u2013 ph\u00e2n t\u00edch k\u1ebft qu\u1ea3 tr\u01b0\u1edbc v\u00e0 t\u00ecm ra h\u01b0\u1edbng \u0111i hi\u1ec7u qu\u1ea3 v\u00e0o n\u0103m m\u1edbi. Wall Street th\u00e0nh c\u00f4ng v\u1edbi lo\u1ea1i d\u1ef1 b\u00e1o t\u0103ng tr\u01b0\u1edfng \u0111\u01a1n gi\u1ea3n v\u00e0 nh\u1eefng ng\u01b0\u1eddi ch\u1ee7 n\u1ee3 \u0111\u1eb7c bi\u1ec7t h\u1ee9ng th\u00fa v\u1edbi n\u00f3 v\u00ec \u0111\u00e3 cung c\u1ea5p m\u1ed9t c\u00e1i nh\u00ecn th\u1ef1c t\u1ebf d\u1ef1a v\u00e0o nh\u1eefng g\u00ec s\u1eafp \u0111\u1ebfn. Trong khi \u0111\u00f3, ph\u00e2n t\u00edch d\u1ef1 \u0111o\u00e1n\u00a0l\u1ea1i ti\u1ebfp c\u1eadn nh\u1eefng b\u01b0\u1edbc s\u00e2u h\u01a1n.<\/span><\/p>\n

Trong th\u1ebf gi\u1edbi Startup, kh\u00f4ng c\u00f3 qu\u00e1 kh\u1ee9 \u0111\u1ec3 l\u00e0m c\u01a1 s\u1edf th\u1ef1c hi\u1ec7n trong t\u01b0\u01a1ng lai. \u0110i\u1ec1u n\u00e0y thi\u1ebft l\u1eadp m\u1ed9t cu\u1ed9c xung \u0111\u1ed9t c\u01a1 b\u1ea3n gi\u1eefa start up tin v\u00e0o \u00fd t\u01b0\u1edfng c\u1ee7a m\u00ecnh v\u00e0 c\u00e1c nh\u00e0 \u0111\u1ea7u t\u01b0, nh\u1eefng ng\u01b0\u1eddi mu\u1ed1n \u0111\u1ea3m b\u1ea3o r\u1eb1ng \u00fd t\u01b0\u1edfng s\u1ebd \u0111\u01a1m hoa k\u1ebft tr\u00e1i. Ngay c\u1ea3 trong c\u00e1c c\u00f4ng ty ti\u1ebfng t\u0103m khi chuy\u1ec3n v\u00e0o c\u00e1c th\u1ecb tr\u01b0\u1eddng m\u1edbi, qu\u1ea3n l\u00fd s\u1ea3n ph\u1ea9m \u0111\u1ea5u tranh \u0111\u1ec3 \u0111em \u0111\u1ebfn m\u1ed9t d\u00f2ng s\u1ea3n ph\u1ea9m ho\u00e0n h\u1ea3o \u0111\u00e3 b\u1ecb m\u1ea5t \u0111i v\u1ecb th\u1ebf. Ch\u1ec9 c\u00f3 m\u1ed9t c\u00e1ch \u0111\u1ec3 gi\u1ea3i quy\u1ebft t\u00ecnh tr\u1ea1ng kh\u00f3 x\u1eed n\u00e0y, \u0111\u00f3 l\u00e0 \u00e1p \u0111\u1eb7t m\u1ed9t h\u01b0\u1edbng \u0111i d\u1ef1a tr\u00ean d\u1eef li\u1ec7u khoa h\u1ecdc v\u1ec1 nh\u1eefng hi\u1ec3u bi\u1ebft v\u00e0 b\u1ea3n n\u0103ng m\u00e0 c\u00e1c nh\u00e0 qu\u1ea3n l\u00fd \u0111\u00e3 lu\u00f4n lu\u00f4n d\u1ef1a v\u00e0o trong qu\u00e1 kh\u1ee9.<\/span><\/p>\n

N\u0103m 2016, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ho\u00e0n h\u1ea3o d\u1ea7n tr\u1edf th\u00e0nh m\u1ee5c ti\u00eau h\u00e0ng \u0111\u1ea7u trong chi\u1ebfn l\u01b0\u1ee3c ph\u00e1t tri\u1ec3n c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u. \u0110\u1ec3 ph\u00e1t huy l\u1ee3i th\u1ebf c\u0169ng nh\u01b0 m\u1edf r\u1ed9ng danh s\u00e1ch kh\u00e1ch h\u00e0ng trung th\u00e0nh, th\u1ea5u hi\u1ec3u v\u00e0 d\u1ef1 \u0111o\u00e1n nhu c\u1ea7u kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 n\u1ec1n t\u1ea3ng. B\u1ea1n \u0111\u00e3 l\u00e0m g\u00ec \u0111\u1ec3 kh\u00f4ng b\u1ecf l\u1ee1 c\u01a1 h\u1ed9i \u201cc\u00f3 m\u1ed9t kh\u00f4ng hai\u201d n\u00e0y? H\u00e3y chia s\u1ebd c\u00f9ng Masterskills nh\u00e9!<\/span><\/p>\n

Theo\u00a0Customerthink.com<\/em><\/p>\n

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

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  • T\u1ea1o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c, v\u01b0\u1ee3t tr\u1ed9i<\/em><\/li>\n
  • H\u00e0nh tr\u00ecnh t\u1ea1o k\u1ebft n\u1ed1i c\u1ea3m x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

    Khi \u0111\u00e3 th\u1ea5u hi\u1ec3u nhu c\u1ea7u kh\u00e1ch h\u00e0ng, c\u00f3 th\u1ec3 b\u1ea1n \u0111\u00e3 n\u1eafm trong tay ph\u1ea7n th\u1eafng.\u00a0Tuy nhi\u00ean\u00a0tr\u00ean th\u1ef1c t\u1ebf, \u0111\u00e2y m\u1edbi ch\u1ec9 l\u00e0 kh\u1edfi \u0111\u1ea7u. Ch\u00eca kh\u00f3a th\u1ef1c s\u1ef1 n\u1eb1m \u1edf kh\u1ea3 n\u0103ng \u0111\u00e1p \u1ee9ng nh\u1eefng g\u00ec h\u1ecd mu\u1ed1n trong n\u0103m ti\u1ebfp theo, th\u1eadm ch\u00ed tr\u01b0\u1edbc khi h\u1ecd k\u1ecbp nh\u1eadn ra. Nhi\u1ec1u doanh nghi\u1ec7p c\u1ed1 g\u1eafng c\u1ea3m nh\u1eadn t\u01b0\u01a1ng lai ch\u1ee7 y\u1ebfu d\u1ef1a v\u00e0o b\u1ea3n n\u0103ng, ch\u1eb3ng h\u1ea1n Steve Jobs \u0111\u00e3 \u0111\u00fang khi quy\u1ebft \u0111\u1ecbnh \u0111\u01b0a Apple gia nh\u1eadp th\u1ecb tr\u01b0\u1eddng \u0111i\u1ec7n tho\u1ea1i di \u0111\u1ed9ng, tr\u01b0\u1edbc c\u1ea3 khi \u0111i\u1ec7n tho\u1ea1i di \u0111\u1ed9ng\u00a0tr\u1edf th\u00e0nh m\u1ed9t th\u1ee9 thi\u1ebft b\u1ecb s\u00e0nh \u0111i\u1ec7u. Nh\u01b0ng trong h\u1ea7u h\u1ebft tr\u01b0\u1eddng h\u1ee3p, kh\u00f4ng ph\u1ea3i ai c\u0169ng g\u1eb7p may.<\/span><\/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\/53666"}],"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=53666"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/53666\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=53666"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=53666"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=53666"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}