{"id":53858,"date":"2023-12-20T09:03:36","date_gmt":"2023-12-20T02:03:36","guid":{"rendered":"https:\/\/masterskills.org\/blog\/dich-vu-khach-hang-2016-dieu-gi-dang-cho-ban.html"},"modified":"2023-12-20T09:03:36","modified_gmt":"2023-12-20T02:03:36","slug":"dich-vu-khach-hang-2016-dieu-gi-dang-cho-ban","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/dich-vu-khach-hang-2016-dieu-gi-dang-cho-ban.html","title":{"rendered":"D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng 2016: \u0110i\u1ec1u g\u00ec \u0111ang ch\u1edd b\u1ea1n?"},"content":{"rendered":"
Trong nh\u1eefng n\u0103m g\u1ea7n \u0111\u00e2y, ch\u00ednh kh\u00e1ch h\u00e0ng l\u00e0 nh\u1eefng ng\u01b0\u1eddi \u0111\u00e3 n\u00e2ng t\u1ea7m quan tr\u1ecdng c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng thay v\u00ec ch\u1ec9 \u0111\u01a1n thu\u1ea7n ch\u00fa tr\u1ecdng t\u1edbi c\u00e1c y\u1ebfu t\u1ed1 nh\u01b0 gi\u00e1 hay ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m. \u0110\u1ec3 duy tr\u00ec \u0111\u01b0\u1ee3c m\u1ed9t d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng h\u00e0ng \u0111\u1ea7u, vi\u1ec7c n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c xu h\u01b0\u1edbng trong l\u0129nh v\u1ef1c n\u00e0y l\u00e0 \u0111i\u1ec1u v\u00f4 c\u00f9ng quan tr\u1ecdng \u0111\u1ec3 c\u00f3 nh\u1eefng ho\u1ea1ch \u0111\u1ecbnh chi\u1ebfn l\u01b0\u1ee3c ph\u00f9 h\u1ee3p nh\u1ea5t trong .<\/p>\n

Di \u0111\u1ed9ng s\u1ebd l\u00e0 vua trong m\u1ea3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/h3>\n

Vi\u1ec7c s\u1eed d\u1ee5ng thi\u1ebft b\u1ecb di \u0111\u1ed9ng \u0111ang gia t\u0103ng nhanh ch\u00f3ng trong m\u1ed9t v\u00e0i n\u0103m tr\u1edf l\u1ea1i \u0111\u00e2y. Theo nghi\u00ean c\u1ee9u c\u1ee7a Vision Critical, 84% gi\u00e1m \u0111\u1ed1c c\u00f4ng ngh\u1ec7 th\u00f4ng tin (CIO) c\u1ee7a c\u00e1c c\u00f4ng ty c\u00f3 chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m (customer-centric) \u0111ang t\u1eadp trung v\u00e0o ph\u00e1t tri\u1ec3n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u00ean di \u0111\u1ed9ng.<\/p>\n

Theo b\u00e1o c\u00e1o c\u1ee7a ComScore, s\u1ed1 l\u01b0\u1ee3ng ng\u01b0\u1eddi s\u1eed d\u1ee5ng di \u0111\u1ed9ng \u0111\u00e3 v\u01b0\u1ee3t qua s\u1ed1 l\u01b0\u1ee3ng ng\u01b0\u1eddi s\u1eed d\u1ee5ng PC \u0111\u1ec3 truy c\u1eadp v\u00e0o c\u00e1c trang web (x\u1ea5p x\u1ec9 2 t\u1ef7 ng\u01b0\u1eddi s\u1eed d\u1ee5ng di \u0111\u1ed9ng so v\u1edbi 1.6 t\u1ef7 ng\u01b0\u1eddi s\u1eed d\u1ee5ng PC). ComScore c\u0169ng d\u1ef1 \u0111o\u00e1n r\u1eb1ng, trong , l\u01b0\u1ee3ng t\u00ecm ki\u1ebfm tr\u00ean di \u0111\u1ed9ng s\u1ebd nhi\u1ec1u h\u01a1n tr\u00ean PC t\u1edbi 27.8 t\u1ef7 l\u01b0\u1ee3t.<\/p>\n

Nh\u01b0 b\u1ea1n c\u00f3 th\u1ec3 nh\u00ecn th\u1ea5y t\u1eeb nh\u1eefng con s\u1ed1 tr\u00ean, di \u0111\u1ed9ng ng\u00e0y nay l\u00e0 vua. R\u1ea5t nhi\u1ec1u doanh nghi\u1ec7p d\u1eabn \u0111\u1ea7u th\u1ecb tr\u01b0\u1eddng \u0111\u00e3 t\u1eadp trung cho chi\u1ebfn l\u01b0\u1ee3c mobile-first<\/em>. Chi\u1ebfn l\u01b0\u1ee3c mobile-first \u0111\u01b0\u1ee3c hi\u1ec3u l\u00e0 ph\u00e1t tri\u1ec3n phi\u00ean b\u1ea3n di \u0111\u1ed9ng tr\u01b0\u1edbc, sau \u0111\u00f3 m\u1edbi ti\u1ebfp t\u1ee5c ph\u00e1t tri\u1ec3n cho c\u00e1c m\u00e1y t\u00ednh (PC) hay c\u00e1c thi\u1ebft b\u1ecb kh\u00e1c. Google \u0111\u00e3 \u0111\u01b0a ra chi\u1ebfn l\u01b0\u1ee3c mobile-first t\u1eeb n\u0103m 2010. Trong l\u0129nh v\u1ef1c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, b\u1ea1n n\u00ean d\u1ea7n x\u00e2y d\u1ef1ng cho m\u00ecnh t\u01b0 duy mobile-first khi cung c\u1ea5p c\u00e1c c\u00e1ch th\u1ee9c li\u00ean l\u1ea1c cho kh\u00e1ch h\u00e0ng.<\/p>\n

X\u00e2y d\u1ef1ng m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng mobile-first kh\u00f4ng \u0111\u01a1n thu\u1ea7n l\u00e0 l\u00e0m cho website c\u1ee7a b\u1ea1n th\u00e2n thi\u1ec7n v\u1edbi di \u0111\u1ed9ng (mobile friendly) m\u00e0 c\u00f2n l\u00e0 x\u00e2y d\u1ef1ng v\u00e0 t\u1ed1i \u01b0u c\u00e1c k\u00eanh h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng tr\u00ean di \u0111\u1ed9ng.<\/p>\n

H\u1ed7 tr\u1ee3 tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh, t\u1ea1i t\u1ea5t c\u1ea3 c\u00e1c th\u1eddi \u0111i\u1ec3m l\u00e0 t\u1ea5t y\u1ebfu<\/h3>\n

Th\u1eddi m\u00e0 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 h\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt ch\u1ec9 c\u00f3 \u0111i\u1ec7n tho\u1ea1i v\u00e0 email \u0111\u00e3 kh\u00f4ng c\u00f2n n\u1eefa. Kh\u00e1ch h\u00e0ng ng\u00e0y nay mu\u1ed1n \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 theo t\u1ea5t c\u1ea3 c\u00e1c c\u00e1ch th\u1ee9c c\u00f3 th\u1ec3. Theo b\u00e1o c\u00e1o c\u1ee7a Deloitte, \u0111a k\u00eanh (omni-channel) s\u1ebd l\u00e0 t\u01b0\u01a1ng lai c\u1ee7a ho\u1ea1t \u0111\u1ed9ng kinh doanh. Theo NanoRep, t\u1ea1o ra m\u1ed9t gi\u1ea3i ph\u00e1p \u0111a k\u00eanh hi\u1ec7u qu\u1ea3 \u0111\u00f2i h\u1ecfi doanh nghi\u1ec7p k\u1ebft h\u1ee3p m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3 c\u1ea3 trung t\u00e2m h\u1ed7 tr\u1ee3 qua \u0111i\u1ec7n tho\u1ea1i (call center), h\u1ed7 tr\u1ee3 tr\u00ean di \u0111\u1ed9ng, h\u1ed7 tr\u1ee3 tr\u1ef1c ti\u1ebfp, qua m\u1ea1ng x\u00e3 h\u1ed9i v\u00e0 ngay tr\u00ean ch\u00ednh website.<\/p>\n

\"H\u1ed7<\/p>\n

H\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh, t\u1ea1i t\u1ea5t c\u1ea3 c\u00e1c th\u1eddi \u0111i\u1ec3m l\u00e0 t\u1ea5t y\u1ebfu trong <\/p>\n<\/div>\n

M\u1eb7c d\u00f9 vi\u1ec7c mua h\u00e0ng \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n ch\u1ee7 y\u1ebfu \u1edf c\u1eeda h\u00e0ng, nh\u01b0ng qu\u00e1 tr\u00ecnh ra quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng l\u1ea1i \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n ch\u1ee7 y\u1ebfu tr\u00ean c\u00e1c k\u00eanh tr\u1ef1c tuy\u1ebfn. Ch\u00ednh v\u00ec th\u1ebf d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 h\u1ed7 tr\u1ee3 b\u00e1n h\u00e0ng c\u0169ng c\u1ea7n \u0111\u01b0\u1ee3c tri\u1ec3n khai t\u01b0\u01a1ng \u1ee9ng. Khi kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng d\u1ef1a v\u00e0o c\u00e1c k\u00eanh tr\u1ef1c tuy\u1ebfn \u0111\u1ec3 ra quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng, h\u1ecd c\u0169ng c\u00f3 xu h\u01b0\u1edbng t\u00ecm ki\u1ebfm s\u1ef1 h\u1ed7 tr\u1ee3 tr\u1ef1c tuy\u1ebfn. N\u1ebfu b\u1ea1n ch\u1ec9 d\u1ef1a v\u00e0o 1 ho\u1eb7c 2 k\u00eanh h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng th\u00ec s\u1ebd kh\u00f4ng th\u1ec3 \u0111em l\u1ea1i cho kh\u00e1ch h\u00e0ng s\u1ef1 h\u00e0i l\u00f2ng cao nh\u1ea5t. B\u1ea1n ph\u1ea3i t\u1ea1o ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c \u0111\u1ec3 t\u1ed1i \u0111a h\u00f3a s\u1ef1 s\u1eb5n s\u00e0ng k\u1ebft n\u1ed1i c\u1ee7a c\u00e1c k\u00eanh d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.<\/p>\n

Ph\u00e1t tri\u1ec3n c\u00f4ng c\u1ee5 t\u1ef1 h\u1ed7 tr\u1ee3 gi\u00fap kh\u00e1ch h\u00e0ng ch\u1ee7 \u0111\u1ed9ng h\u01a1n<\/h3>\n

V\u1edbi s\u1ef1 b\u00f9ng n\u1ed5 v\u1ec1 s\u1ed1 l\u01b0\u1ee3ng ng\u01b0\u1eddi s\u1eed d\u1ee5ng di \u0111\u1ed9ng v\u00e0 web tr\u00ean to\u00e0n th\u1ebf gi\u1edbi, vi\u1ec7c truy c\u1eadp th\u00f4ng tin s\u1ebd tr\u1edf n\u00ean nhanh h\u01a1n bao gi\u1edd h\u1ebft. Do \u0111\u00f3, kh\u00f4ng c\u00f3 g\u00ec \u0111\u00e1ng ng\u1ea1c nhi\u00ean khi nhi\u1ec1u chuy\u00ean gia d\u1ef1 \u0111o\u00e1n r\u1eb1ng c\u00e1c c\u00f4ng c\u1ee5 t\u1ef1 h\u1ed7 tr\u1ee3 s\u1ebd \u0111\u01b0\u1ee3c \u01b0u ti\u00ean nh\u1ea5t trong . C\u00f4ng c\u1ee5 t\u1ef1 h\u1ed7 tr\u1ee3 \u1edf \u0111\u00e2y c\u00f3 th\u1ec3 hi\u1ec3u l\u00e0 c\u00e1c n\u1ed9i dung h\u01b0\u1edbng d\u1eabn (documents) ho\u1eb7c cung c\u1ea5p ki\u1ebfn th\u1ee9c (knowledge base) \u0111\u1ec3 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 t\u1ef1 t\u00ecm ki\u1ebfm c\u00e2u tr\u1ea3 l\u1eddi v\u00e0 gi\u1ea3i ph\u00e1p cho c\u00e1c y\u00eau c\u1ea7u, c\u00e1c v\u1ea5n \u0111\u1ec1 ph\u1ed5 bi\u1ebfn.<\/p>\n

Kh\u00e1ch h\u00e0ng ng\u00e0y nay kh\u00f4ng ch\u1ec9 mu\u1ed1n \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 t\u1ee9c th\u1eddi m\u00e0 h\u1ecd c\u0169ng mu\u1ed1n s\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 gi\u00fap h\u1ecd t\u1ef1 t\u00ecm hi\u1ec3u v\u00e0 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a m\u00ecnh. V\u00ec v\u1eady, n\u1ebfu trang web c\u1ee7a b\u1ea1n ch\u01b0a c\u00f3 c\u00e1c c\u00f4ng c\u1ee5 t\u1ef1 h\u1ed7 tr\u1ee3, th\u00ec \u0111\u00e2y l\u00e0 th\u1eddi \u0111i\u1ec3m th\u00edch h\u1ee3p \u0111\u1ec3 b\u1ed5 sung v\u00e0 t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n

M\u1ea1ng x\u00e3 h\u1ed9i l\u00e0 m\u1ed9t n\u1ec1n t\u1ea3ng h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng r\u1ea5t m\u1ea1nh m\u1ebd<\/h3>\n

M\u1eb7c d\u00f9 Facebook v\u00e0 Twitter \u0111\u00e3 tr\u1edf n\u00ean v\u00f4 c\u00f9ng ph\u1ed5 bi\u1ebfn, nh\u01b0ng \u0111a s\u1ed1 c\u00e1c c\u00f4ng ty l\u1ea1i ch\u1eadm \u00e1p d\u1ee5ng vi\u1ec7c tri\u1ec3n khai ho\u1ea1t \u0111\u1ed9ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 h\u1ed7 tr\u1ee3 b\u00e1n h\u00e0ng tr\u00ean c\u00e1c k\u00eanh n\u00e0y. Theo b\u00e1o c\u00e1o c\u1ee7a CellCentreHelper, ch\u1ec9 c\u00f3 3% c\u00e1c c\u00f4ng ty s\u1eed d\u1ee5ng m\u1ea1ng x\u00e3 h\u1ed9i \u0111\u1ec3 k\u1ebft n\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng t\u00ednh \u0111\u1ebfn th\u00e1ng 5\/2014.<\/p>\n

\"Social-customer-care\"<\/p>\n

S\u1ef1 ph\u00e2n b\u1ed5 m\u1ed9t ngu\u1ed3n l\u1ef1c l\u1edbn cho m\u1ea1ng x\u00e3 h\u1ed9i l\u00e0 l\u00fd do bu\u1ed9c c\u00e1c c\u00f4ng ty ph\u1ea3i t\u0103ng c\u01b0\u1eddng ho\u1ea1t \u0111\u1ed9ng h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng tr\u00ean c\u00e1c k\u00eanh n\u00e0y.<\/p>\n<\/div>\n

T\u1eeb sau n\u0103m 2014, c\u00e1c c\u00f4ng ty \u0111\u00e3 t\u1eadp trung h\u01a1n cho vi\u1ec7c t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i do ng\u00e0y c\u00e0ng nhi\u1ec1u kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd ngay tr\u00ean c\u00e1c k\u00eanh n\u00e0y. Theo b\u00e1o c\u00e1o c\u1ee7a Deloitte, 95% kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng nhi\u1ec1u h\u01a1n 1 k\u00eanh \u0111\u1ec3 t\u00ecm hi\u1ec3u v\u1ec1 s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 hay t\u00ecm ki\u1ebfm s\u1ef1 h\u1ed7 tr\u1ee3.<\/p>\n

Trong b\u00e1o c\u00e1o th\u00e1ng 3\/2015, eMarketer \u0111\u00e3 d\u1ef1 \u0111o\u00e1n r\u1eb1ng \u2153 l\u01b0\u1ee3ng qu\u1ea3ng c\u00e1o tr\u1ef1c tuy\u1ebfn c\u1ee7a c\u00e1c c\u00f4ng ty s\u1ebd \u0111\u01b0\u1ee3c tri\u1ec3n khai tr\u00ean Facebook v\u00e0 Twitter v\u00e0o . S\u1ef1 ph\u00e2n b\u1ed5 m\u1ed9t ngu\u1ed3n l\u1ef1c l\u1edbn cho truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i l\u00e0 l\u00fd do bu\u1ed9c c\u00e1c c\u00f4ng ty ph\u1ea3i t\u0103ng c\u01b0\u1eddng ho\u1ea1t \u0111\u1ed9ng h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng tr\u00ean c\u00e1c k\u00eanh n\u00e0y.<\/p>\n

Live Chat l\u00e0 gi\u1ea3i ph\u00e1p kh\u00f4ng th\u1ec3 thi\u1ebfu<\/h3>\n

M\u1ed9t v\u00e0i n\u0103m tr\u01b0\u1edbc, c\u00e1c c\u00f4ng ty c\u00f3 chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u0111\u00e3 s\u1eed d\u1ee5ng gi\u1ea3i ph\u00e1p live chat \u0111\u1ec3 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng v\u00ec h\u1ecd nh\u1eadn th\u1ea5y r\u1eb1ng kh\u00e1ch h\u00e0ng th\u00edch s\u1ef1 ti\u1ec7n l\u1ee3i m\u00e0 gi\u1ea3i ph\u00e1p n\u00e0y mang l\u1ea1i. \u0110\u1ebfn nay, ng\u00e0y c\u00e0ng nhi\u1ec1u c\u00f4ng ty hi\u1ec3u r\u00f5 h\u01a1n c\u00e1c gi\u00e1 tr\u1ecb c\u1ee7a ph\u1ea7n m\u1ec1m live chat. Trong m\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a Forrester Research n\u0103m 2015, t\u1ef7 l\u1ec7 s\u1eed d\u1ee5ng live chat \u0111\u00e3 t\u0103ng t\u1eeb 30% trong n\u0103m 2009 l\u00ean 43% n\u0103m 2012 v\u00e0 \u0111\u1ea1t 58% trong n\u0103m 2014.<\/p>\n

\"Live-chat-convenient\"<\/p>\n

Kh\u00e1ch h\u00e0ng \u01b0a th\u00edch live chat h\u01a1n c\u00e1c ph\u01b0\u01a1ng th\u1ee9c li\u00ean l\u1ea1c kh\u00e1c v\u00ec nhanh, thu\u1eadn ti\u1ec7n v\u00e0 t\u1ee9c th\u1eddi.<\/p>\n<\/div>\n

B\u00e1o c\u00e1o n\u0103m 2015 c\u1ee7a WDS ch\u1ec9 ra r\u1eb1ng, \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng hi\u1ec7n \u0111\u1ea1i, live chat \u0111\u00e3 tr\u1edf th\u00e0nh nhu c\u1ea7u (demand). Kh\u00e1ch h\u00e0ng \u01b0a th\u00edch live chat h\u01a1n c\u00e1c ph\u01b0\u01a1ng th\u1ee9c li\u00ean l\u1ea1c kh\u00e1c v\u00ec nhanh, thu\u1eadn ti\u1ec7n v\u00e0 t\u1ee9c th\u1eddi. H\u1ecd kh\u00f4ng ph\u1ea3i gi\u1eef m\u00e1y ch\u1edd \u0111\u1ee3i, nh\u1ea5n ph\u00edm \u0111\u1ec3 ch\u1ecdn k\u00eanh h\u1ed7 tr\u1ee3 ph\u00f9 h\u1ee3p hay th\u1eadm ch\u00ed c\u00f3 th\u1ec3 m\u1ea5t chi ph\u00ed nh\u01b0 khi g\u1ecdi t\u1edbi t\u1ed5ng \u0111\u00e0i ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng.<\/p>\n

S\u1ef1 ki\u00ean nh\u1eabn c\u1ee7a kh\u00e1ch h\u00e0ng ch\u1ec9 c\u00f2n trong qu\u00e1 kh\u1ee9<\/h3>\n

H\u1ea7u h\u1ebft kh\u00e1ch h\u00e0ng ng\u00e0y nay kh\u00f4ng c\u00f3 s\u1ef1 ki\u00ean nh\u1eabn nh\u1ea5t l\u00e0 trong ho\u1ea1t \u0111\u1ed9ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 h\u1ed7 tr\u1ee3 b\u00e1n h\u00e0ng. Tr\u01b0\u1edbc khi ra quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng, h\u1ecd truy c\u1eadp t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh \u0111\u1ec3 t\u00ecm ki\u1ebfm c\u00e0ng nhi\u1ec1u th\u00f4ng tin c\u00e0ng t\u1ed1t. H\u1ecd lu\u00f4n mong mu\u1ed1n c\u00f3 \u0111\u01b0\u1ee3c c\u00e2u tr\u1ea3 l\u1eddi 1 c\u00e1ch d\u1ec5 d\u00e0ng nh\u1ea5t v\u00e0 ngay l\u1eadp t\u1ee9c cho c\u00e1c v\u1ea5n \u0111\u1ec1 m\u00e0 h\u1ecd quan t\u00e2m.<\/p>\n

Theo b\u00e1o c\u00e1o c\u1ee7a Accenture, \u2154 kh\u00e1ch h\u00e0ng s\u1ebd c\u00e2n nh\u1eafc v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u v\u00e0 c\u00f4ng ty tr\u01b0\u1edbc khi ra quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng. Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ti\u00eau c\u1ef1c c\u00f3 th\u1ec3 khi\u1ebfn h\u1ecd chuy\u1ec3n sang c\u00e1c nh\u00e0 cung c\u1ea5p kh\u00e1c.<\/p>\n

\u0110\u1eebng ch\u1edd \u0111\u1ee3i kh\u00e1ch h\u00e0ng, h\u00e3y ch\u1ee7 \u0111\u1ed9ng ti\u1ebfp c\u1eadn<\/h3>\n

B\u00e1o c\u00e1o c\u1ee7a WDS ch\u1ec9 ra r\u1eb1ng, h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng ch\u1ee7 \u0111\u1ed9ng \u0111\u00e3 tr\u1edf th\u00e0nh ti\u00eau chu\u1ea9n v\u00e0o cu\u1ed1i n\u0103m 2015. Ch\u1eb3ng h\u1ea1n nh\u01b0 m\u1ed9t s\u1ed1 h\u00e3ng h\u00e0ng kh\u00f4ng, n\u1ebfu kh\u00e1ch h\u00e0ng b\u1ecf l\u1ee1 chuy\u1ebfn bay v\u00ec th\u1eddi ti\u1ebft x\u1ea5u hay do s\u1ef1 ch\u1eadm tr\u1ec5 c\u1ee7a h\u00e3ng, \u0111\u1ea1i l\u00fd s\u1ebd ch\u1ee7 \u0111\u1ed9ng \u0111\u1eb7t v\u00e9 l\u1ea1i cho kh\u00e1ch h\u00e0ng m\u00e0 kh\u00f4ng c\u1ea7n ch\u1edd \u0111\u1ee3i b\u1ea5t c\u1ee9 y\u00eau c\u1ea7u n\u00e0o.<\/p>\n

Hay nh\u01b0 Amazon l\u00e0 m\u1ed9t v\u00ed d\u1ee5 ti\u00eau bi\u1ec3u trong vi\u1ec7c h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng ch\u1ee7 \u0111\u1ed9ng. V\u1edbi t\u1ea5t c\u1ea3 c\u00e1c\u00a0\u0111\u01a1n \u0111\u1eb7t h\u00e0ng, Amazon ch\u1ee7 \u0111\u1ed9ng \u0111\u01b0a ra th\u1eddi gian giao h\u00e0ng d\u1ef1 ki\u1ebfn v\u00e0 lu\u00f4n th\u1ec3 hi\u1ec7n s\u1ef1 s\u1eb5n s\u00e0ng gi\u00fap \u0111\u1ee1 khi kh\u00e1ch h\u00e0ng c\u1ea7n.<\/p>\n

N\u1ebfu mu\u1ed1n c\u00f4ng ty c\u1ee7a b\u1ea1n ph\u00e1t tri\u1ec3n m\u1ea1nh tr\u00ean th\u1ecb tr\u01b0\u1eddng, \u0111\u1eebng ch\u1edd \u0111\u1ee3i kh\u00e1ch h\u00e0ng \u0111\u1ebfn v\u00e0 tr\u00ecnh b\u00e0y v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd. Thay v\u00e0o \u0111\u00f3, b\u1ea1n ph\u1ea3i t\u00ecm c\u00e1ch \u0111\u1ec3 \u201c\u0111\u1ecdc t\u00e2m tr\u00ed\u201d c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 ti\u1ebfp c\u1eadn ch\u1ee7 \u0111\u1ed9ng.<\/p>\n

C\u00e1c c\u00f4ng ty \u0111ang b\u1eaft \u0111\u1ea7u ch\u00fa tr\u1ecdng h\u01a1n nhi\u1ec1u trong vi\u1ec7c c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5. Trong , d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 h\u1ed7 tr\u1ee3 b\u00e1n h\u00e0ng ho\u00e0n h\u1ea3o s\u1ebd l\u00e0 l\u1ee3i th\u1ebf c\u1ea1nh tranh v\u00f4 c\u00f9ng l\u1edbn \u0111\u1ed1i v\u1edbi b\u1ea5t c\u1ee9 c\u00f4ng ty n\u00e0o v\u00e0 c\u0169ng l\u00e0 nh\u00e2n t\u1ed1 \u0111em l\u1ea1i s\u1ef1 t\u0103ng tr\u01b0\u1edfng b\u1ec1n v\u1eefng nh\u1ea5t.<\/p>\n

Theo Jeff Grundy<\/em><\/p>\n

B\u00e0i li\u00ean quan:\u00a0T\u1ea1o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c, v\u01b0\u1ee3t tr\u1ed9i<\/em><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

Trong nh\u1eefng n\u0103m g\u1ea7n \u0111\u00e2y, ch\u00ednh kh\u00e1ch h\u00e0ng l\u00e0 nh\u1eefng ng\u01b0\u1eddi \u0111\u00e3 n\u00e2ng t\u1ea7m quan tr\u1ecdng c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng thay v\u00ec ch\u1ec9 \u0111\u01a1n thu\u1ea7n ch\u00fa tr\u1ecdng t\u1edbi c\u00e1c y\u1ebfu t\u1ed1 nh\u01b0 gi\u00e1 hay ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m. \u0110\u1ec3 duy tr\u00ec \u0111\u01b0\u1ee3c m\u1ed9t d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng h\u00e0ng \u0111\u1ea7u, vi\u1ec7c n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c xu […]<\/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\/53858"}],"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=53858"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/53858\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=53858"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=53858"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=53858"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}