{"id":55911,"date":"2023-12-20T16:14:39","date_gmt":"2023-12-20T09:14:39","guid":{"rendered":"https:\/\/masterskills.org\/blog\/trong-ky-nguyen-so-thuong-hieu-cung-la-trai-nghiem.html"},"modified":"2023-12-20T16:14:39","modified_gmt":"2023-12-20T09:14:39","slug":"trong-ky-nguyen-so-thuong-hieu-cung-la-trai-nghiem","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/trong-ky-nguyen-so-thuong-hieu-cung-la-trai-nghiem.html","title":{"rendered":"Trong k\u1ef7 nguy\u00ean s\u1ed1, th\u01b0\u01a1ng hi\u1ec7u c\u0169ng l\u00e0 tr\u1ea3i nghi\u1ec7m"},"content":{"rendered":"
D\u01b0\u1edbi th\u1eddi \u0111\u1ea1i s\u1ed1, kh\u00e1ch h\u00e0ng c\u00f3 nhi\u1ec1u c\u00e1ch t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u00f4ng ty v\u00e0 nhi\u1ec1u s\u1ef1 l\u1ef1a ch\u1ecdn s\u1ea3n ph\u1ea9m h\u01a1n h\u1eb3n so v\u1edbi tr\u01b0\u1edbc \u0111\u00e2y. V\u00e0\u00a0th\u01b0\u01a1ng hi\u1ec7u l\u00e0 g\u00ec trong t\u00e2m tr\u00ed kh\u00e1ch h\u00e0ng?<\/p>\n

Hi\u1ec7n nay, th\u01b0\u01a1ng hi\u1ec7u l\u00e0 s\u1ef1 t\u1ed5ng h\u1ee3p to\u00e0n di\u1ec7n c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean c\u00e1c y\u1ebfu t\u1ed1 thu\u1ed9c v\u1ec1 h\u00ecnh \u1ea3nh, gi\u1ecdng \u0111i\u1ec7u v\u00e0 c\u00e1ch c\u01b0 x\u1eed c\u1ee7a c\u00f4ng ty. Mu\u1ed1n chi\u1ebfm l\u1ea5y tr\u00e1i tim v\u00e0 v\u00ed ti\u1ec1n c\u1ee7a kh\u00e1ch h\u00e0ng, kh\u00f4ng c\u00f3 c\u00e1ch n\u00e0o kh\u00e1c ngo\u00e0i vi\u1ec7c c\u1ea3i thi\u1ec7n 3 th\u00e0nh t\u1ed1 k\u1ec3 tr\u00ean.<\/p>\n

\u0110\u1ecbnh ngh\u0129a th\u01b0\u01a1ng hi\u1ec7u trong th\u1eddi k\u1ef3 tr\u1ea3i nghi\u1ec7m s\u1ed1<\/h2>\n

C\u00e1c th\u01b0\u01a1ng hi\u1ec7u th\u00edch \u1ee9ng v\u1edbi th\u1ebf gi\u1edbi s\u1ed1 \u0111\u1ec3 ph\u00e1t tri\u1ec3n v\u00e0 kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng d\u1ec5 d\u00e0ng truy c\u1eadp th\u00f4ng tin, t\u0103ng d\u1ea7n s\u1ee9c \u1ea3nh h\u01b0\u1edfng l\u00ean th\u01b0\u01a1ng hi\u1ec7u. \u0110\u1ecbnh ngh\u0129a th\u01b0\u01a1ng hi\u1ec7u ph\u00e1t tri\u1ec3n cao h\u01a1n \u0111\u1ec3 ph\u1ea3n \u00e1nh h\u1ec7 th\u1ed1ng tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng xuy\u00ean su\u1ed1t qua c\u00e1c k\u00eanh.<\/p>\n

\u0110\u1ecbnh ngh\u0129a:<\/strong> Th\u01b0\u01a1ng hi\u1ec7u l\u00e0 nh\u1eadn th\u1ee9c ch\u1ee7 quan v\u1ec1 gi\u00e1 tr\u1ecb d\u1ef1a tr\u00ean kinh nghi\u1ec7m c\u1ee7a m\u1ed9t ng\u01b0\u1eddi v\u1edbi s\u1ea3n ph\u1ea9m hay c\u00f4ng ty m\u00e0 cu\u1ed1i c\u00f9ng \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn t\u00ecnh c\u1ea3m v\u00e0 quy\u1ebft \u0111\u1ecbnh c\u1ee7a ng\u01b0\u1eddi \u0111\u00f3 tr\u00ean th\u1ecb tr\u01b0\u1eddng.<\/em><\/p>\n

Th\u01b0\u01a1ng hi\u1ec7u c\u00f3 kh\u1ea3 n\u0103ng \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn s\u1ef1 l\u1ef1a ch\u1ecdn. N\u00f3 kh\u00f4ng ch\u1ec9 \u0111\u01b0\u1ee3c l\u00e0m n\u00ean b\u1edfi c\u00e1c c\u00f4ng c\u1ee5 tr\u1ef1c quan hay t\u1eeb ng\u1eef, kh\u00f4ng d\u1eebng l\u1ea1i \u1edf logo hay slogan. Nh\u1eefng th\u1ee9 n\u00e0y l\u00e0 c\u00e1ch \u0111\u01a1n gi\u1ea3n nh\u1ea5t \u0111\u1ec3 \u201cgiao ti\u1ebfp\u201d v\u1edbi th\u01b0\u01a1ng hi\u1ec7u. M\u1eb7c d\u00f9 1 logo nh\u01b0 h\u00ecnh m\u00e1i v\u00f2m v\u00e0ng c\u1ee7a McDonald\u2019s c\u00f3 th\u1ec3 truy\u1ec1n t\u1ea3i hi\u1ec7u qu\u1ea3 th\u00f4ng \u0111i\u1ec7p c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u nh\u01b0ng cu\u1ed1i c\u00f9ng, th\u01b0\u01a1ng hi\u1ec7u v\u1eabn ph\u1ea3i l\u00e0 s\u1ef1 t\u1ed5ng h\u1ee3p c\u1ee7a m\u1ed9t chu\u1ed7i c\u00e1c tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng.<\/p>\n

\"o-DIGITAL-AGE-facebook\"<\/p>\n

Th\u01b0\u01a1ng hi\u1ec7u trong th\u1eddi \u0111\u1ea1i s\u1ed1 \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng ghi nh\u1eadn b\u1eb1ng tr\u1ea3i nghi\u1ec7m<\/p>\n<\/div>\n

Th\u00e0nh t\u1ed1 c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u: H\u00ecnh \u1ea3nh, \u00c2m \u0111i\u1ec7u, H\u00e0nh vi<\/h2>\n

N\u1ebfu th\u01b0\u01a1ng hi\u1ec7u l\u00e0 t\u1ed5ng h\u1ee3p c\u1ee7a chu\u1ed7i tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng nh\u01b0 \u0111\u00e3 n\u00f3i \u1edf tr\u00ean, th\u00ec m\u1ed9t c\u00f4ng ty \u201ctr\u00f4ng th\u1ebf n\u00e0o\u201d, \u201cnghe ra sao\u201d v\u00e0 \u201cc\u01b0 x\u1eed nh\u01b0 th\u1ebf n\u00e0o\u201d l\u00e0 c\u00e1c nh\u00e2n t\u1ed1 t\u1ea1o th\u00e0nh th\u01b0\u01a1ng hi\u1ec7u trong m\u1eaft c\u1ee7a kh\u00e1ch h\u00e0ng. Do \u0111\u00f3, ch\u00fang ta tr\u1ea3i nghi\u1ec7m th\u01b0\u01a1ng hi\u1ec7u (v\u00e0 th\u01b0\u01a1ng hi\u1ec7u c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c truy\u1ec1n \u0111\u1ea1t) qua 3 ph\u01b0\u01a1ng ti\u1ec7n ch\u00ednh: h\u00ecnh \u1ea3nh tr\u1ef1c quan, \u00e2m \u0111i\u1ec7u v\u00e0 h\u00e0nh vi.<\/p>\n

    \n
  • H\u00ecnh \u1ea3nh tr\u1ef1c quan: H\u00ecnh \u1ea3nh tr\u1ef1c quan g\u1ed3m c\u00f3 c\u00e1c y\u1ebfu t\u1ed1 \u0111\u1ed3 h\u1ecda bao g\u1ed3m logo, ki\u1ec3u ch\u1eef, h\u00ecnh \u1ea3nh v\u00e0 c\u00e1c y\u1ebfu t\u1ed1 kh\u00e1c.<\/li>\n
  • \u00c2m \u0111i\u1ec7u: \u00c2m \u0111i\u1ec7u l\u00e0 ph\u01b0\u01a1ng th\u1ee9c giao ti\u1ebfp \u0111\u01b0\u1ee3c th\u01b0\u01a1ng hi\u1ec7u s\u1eed d\u1ee5ng t\u1eeb ph\u1ea7n ch\u1eef tr\u00ean website cho \u0111\u1ebfn th\u00f4ng \u0111i\u1ec7p ph\u00e1t tri\u1ec3n \u0111\u1ed1i v\u1edbi c\u00e1c qu\u1ea3ng c\u00e1o m\u1ee5c ti\u00eau v\u00e0 gi\u1ecdng \u0111i\u1ec7u nh\u00e2n vi\u00ean trao \u0111\u1ed5i th\u00f4ng tin v\u1edbi kh\u00e1ch h\u00e0ng.<\/li>\n
  • H\u00e0nh vi:\u00a0H\u00e0nh vi \u0111\u1ea1i di\u1ec7n cho c\u00e1ch m\u00e0 c\u00f4ng ty c\u01b0 x\u1eed trong nh\u1eefng ho\u00e0n c\u1ea3nh nh\u1ea5t \u0111\u1ecbnh. Li\u1ec7u r\u1eb1ng c\u00f4ng ty c\u00f3 ph\u1ea3n \u00e1nh nh\u1eefng gi\u00e1 tr\u1ecb v\u00e0 ti\u00eau chu\u1ea9n \u0111\u1ea1o \u0111\u1ee9c c\u1ee7a kh\u00e1ch h\u00e0ng? H\u1ecd c\u00f3 th\u1ec3 hi\u1ec7n nh\u1eefng gi\u00e1 tr\u1ecb n\u00e0y qua h\u00e0nh \u0111\u1ed9ng kh\u00f4ng?<\/li>\n<\/ul>\n

    V\u00ed d\u1ee5 th\u1ef1c t\u1ebf v\u1ec1 y\u1ebfu t\u1ed1 t\u1ea1o th\u01b0\u01a1ng hi\u1ec7u: Southwest Airlines<\/h2>\n

    \u0110\u1ec3 hi\u1ec3u h\u01a1n c\u00e1c y\u1ebfu t\u1ed1 k\u1ec3 tr\u00ean, h\u00e3y x\u00e9t t\u1edbi tr\u01b0\u1eddng h\u1ee3p c\u1ee7a Southwest Airlines. H\u00e3ng h\u00e0ng kh\u00f4ng n\u00e0y \u0111\u01b0\u1ee3c nh\u1eadn bi\u1ebft do c\u00f3 th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ed3ng nh\u1ea5t v\u00e0 kh\u00e1c bi\u1ec7t h\u00f3a, tuy\u00ean b\u1ed1 r\u1eb1ng kh\u00e1ch h\u00e0ng lu\u00f4n \u1edf trung t\u00e2m trong m\u00f4 h\u00ecnh kinh doanh c\u1ee7a h\u1ecd. Southwest \u0111\u00e3 th\u1ec3 hi\u1ec7n \u0111i\u1ec1u n\u00e0y nh\u01b0 l\u00e0 th\u00f4ng \u0111i\u1ec7p th\u01b0\u01a1ng hi\u1ec7u ch\u1ee7 y\u1ebfu v\u00e0 vi\u1ec7c \u201cd\u00e0nh t\u00ecnh y\u00eau cho kh\u00e1ch h\u00e0ng\u201d qua h\u00ecnh \u1ea3nh, \u00e2m \u0111i\u1ec7u v\u00e0 h\u00e0nh vi.<\/p>\n

    Trong n\u0103m 2015, Southwest ph\u00e1t tri\u1ec3n thi\u1ebft k\u1ebf ngo\u1ea1i th\u1ea5t m\u1edbi cho nh\u1eefng chi\u1ebfc m\u00e1y bay c\u1ee7a h\u00e3ng n\u00e0y, g\u1ecdi \u0111\u00f3 l\u00e0: \u201cm\u1ed9t di\u1ec7n m\u1ea1o m\u1edbi, \u0111em h\u1ebft tr\u00e1i tim c\u1ee7a ch\u00fang t\u00f4i ra \u0111\u1ec3 m\u1ecdi ng\u01b0\u1eddi c\u00f3 th\u1ec3 nh\u00ecn th\u1ea5y\u201d. \u0110i\u1ec1u n\u00e0y \u0111\u00e3 m\u1edf r\u1ed9ng h\u00ecnh \u1ea3nh th\u01b0\u01a1ng hi\u1ec7u v\u01b0\u1ee3t ra kh\u1ecfi ph\u1ea1m vi c\u1ee7a nh\u1eefng chi\u1ebfc t\u00e0u bay, kh\u1eafc h\u1ecda logo h\u00ecnh tr\u00e1i tim th\u1ec3 hi\u1ec7n t\u00ecnh y\u00eau v\u1edbi kh\u00e1ch h\u00e0ng \u1edf ph\u1ea7n b\u1ee5ng c\u1ee7a m\u00e1y bay. \u201cN\u00f3 r\u1ea5t l\u1edbn v\u00e0 \u0111\u01b0\u1ee3c in \u0111\u1eadm nh\u01b0ng \u0111\u1ed3ng th\u1eddi c\u0169ng r\u1ea5t x\u00e1c th\u1ef1c v\u00e0 \u0111\u1ea7y t\u00ednh \u0111\u00f3n ch\u00e0o,\u201d d\u00f2ng ch\u1eef tr\u00ean trang microsite c\u1ee7a chi\u1ebfn d\u1ecbch.<\/p>\n

    \"southwest_plane_branded_exterior_design\"<\/p>\n

    Thi\u1ebft k\u1ebf ngo\u1ea1i th\u1ea5t v\u1edbi h\u00ecnh tr\u00e1i tim l\u1edbn n\u1ed5i b\u1eadt \u1edf ph\u1ea7n b\u1ee5ng m\u00e1y bay c\u1ee7a h\u00e3ng Southwest Airline<\/p>\n<\/div>\n

    Southwest \u0111\u1ed3ng th\u1eddi kh\u1edfi t\u1ea1o chi\u1ebfn d\u1ecbch d\u00e0i h\u1ea1n c\u00f3 t\u00ean \u201cTransfarency\u201d. Southwest n\u00f3i r\u1eb1ng, \u201cTransfarency ngh\u0129a l\u00e0 ch\u00fang t\u00f4i kh\u00f4ng h\u01b0\u1edbng \u0111\u1ebfn vi\u1ec7c khi\u1ebfn b\u1ea1n ph\u1ea3i tr\u1ea3 nhi\u1ec1u ti\u1ec1n h\u01a1n. \u0110\u00f3 l\u00e0 l\u00fd do t\u1ea1i sao ch\u00fang t\u00f4i v\u1eabn \u0111\u1ec3 cho h\u00e0nh kh\u00e1ch c\u00f3 2 t\u00fai h\u00e0nh l\u00fd mi\u1ec5n ph\u00ed v\u00e0 kh\u00f4ng thay \u0111\u1ed5i m\u1ee9c c\u01b0\u1edbc\u201d. Gi\u1ecdng \u0111i\u1ec7u c\u1ee7a chi\u1ebfn d\u1ecbch r\u1ea5t th\u1eb3ng th\u1eafn, c\u00f3 ch\u00fat vui t\u01b0\u01a1i v\u00e0 ho\u00e0n to\u00e0n ph\u00f9 h\u1ee3p v\u1edbi th\u00f4ng \u0111i\u1ec7p th\u01b0\u01a1ng hi\u1ec7u t\u1ed5ng quan.<\/p>\n

    Cu\u1ed1i c\u00f9ng, Southwest c\u00f2n \u0111\u01b0\u1ee3c bi\u1ebft \u0111\u1ebfn l\u00e0 \u0111\u00e3 \u0111\u00e0o t\u1ea1o nh\u00e2n vi\u00ean \u0111\u1ec3 t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng theo \u0111\u00fang c\u00e1ch nh\u01b0 \u1edf th\u00f4ng \u0111i\u1ec7p th\u01b0\u01a1ng hi\u1ec7u. Slogan n\u00f3i r\u1eb1ng: \u201cCon ng\u01b0\u1eddi l\u00e0 ngu\u1ed3n nhi\u00ean li\u1ec7u m\u1ea1nh nh\u1ea5t c\u1ee7a ch\u00fang t\u00f4i\u201d. H\u00e0nh vi th\u01b0\u01a1ng hi\u1ec7u \u0111\u00e1p \u1ee9ng d\u00fang l\u1eddi h\u1ee9a h\u1eb9n n\u00e0y. \u1ede m\u1ed9t trong s\u1ed1 nh\u1eefng c\u00e2u chuy\u1ec7n kh\u00e1ch h\u00e0ng c\u00f3 s\u1ee9c \u201cch\u1ea1m\u201d nh\u1ea5t, m\u1ed9t phi c\u00f4ng c\u1ee7a Southwest \u0111\u00e3 ho\u00e3n gi\u1edd bay d\u1ef1 ki\u1ebfn 12 ph\u00fat \u0111\u1ec3 ch\u1edd m\u1ed9t ng\u01b0\u1eddi \u0111\u00e0n \u00f4ng t\u1eeb bi\u1ec7t gia \u0111\u00ecnh sau tai n\u1ea3n th\u01b0\u01a1ng vong bi th\u1ea3m. \u201cH\u1ecd kh\u00f4ng th\u1ec3 \u0111i \u0111\u00e2u m\u00e0 kh\u00f4ng c\u00f3 t\u00f4i, v\u00e0 t\u00f4i c\u0169ng s\u1ebd ch\u1eb3ng \u0111i \u0111\u00e2u n\u1ebfu kh\u00f4ng c\u00f3 h\u1ecd,\u201d phi c\u00f4ng trong c\u00e2u chuy\u1ec7n tr\u00ean \u0111\u00e3 ph\u00e1t bi\u1ec3u nh\u01b0 v\u1eady.<\/p>\n

    M\u1ed1i quan h\u1ec7 gi\u1eefa th\u01b0\u01a1ng hi\u1ec7u v\u00e0 tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng s\u1ed1<\/h2>\n

    T\u1ea1i sao vi\u1ec7c hi\u1ec3u th\u1ea5u \u0111\u00e1o c\u00e1c th\u00e0nh t\u1ed1 c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u v\u00e0 vi\u1ec7c kh\u00e1c bi\u1ec7t h\u00f3a th\u01b0\u01a1ng hi\u1ec7u t\u1eeb nh\u1eefng th\u1ee9 ph\u1ed5 bi\u1ebfn nh\u01b0 logo hay website l\u1ea1i tr\u1edf n\u00ean quan tr\u1ecdng \u0111\u1ebfn v\u1eady? Ch\u1ec9 khi 3 y\u1ebfu t\u1ed1 k\u1ec3 tr\u00ean: h\u00ecnh \u1ea3nh, \u00e2m \u0111i\u1ec7u v\u00e0 c\u00e1ch c\u01b0 x\u1eed \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n \u0111\u00fang v\u1edbi th\u00f4ng \u0111i\u1ec7p ch\u00ednh c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u, kh\u00e1ch h\u00e0ng m\u1edbi c\u00f3 nh\u1eefng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u1ed3ng nh\u1ea5t khi t\u01b0\u01a1ng t\u00e1c v\u1edbi s\u1ea3n ph\u1ea9m hay c\u00f4ng ty n\u00e0o \u0111\u00f3.<\/p>\n

    T\u01b0\u01a1ng t\u00e1c lu\u00f4n c\u00f3 vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c t\u1ea1o n\u00ean nh\u1eefng \u1ea5n t\u01b0\u1ee3ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi nh\u1eefng ng\u00e0nh d\u1ecbch v\u1ee5. Kh\u00e1ch h\u00e0ng v\u1eabn c\u00f3 th\u1ec3 t\u1eeb ch\u1ed1i \u0111\u1ebfn McDonalds n\u1ebfu h\u1ecd b\u1ecb nh\u00e2n vi\u00ean \u0111\u1ed1i x\u1eed thi\u1ebfu t\u1eed t\u1ebf d\u00f9 cho h\u1ecd \u0111\u00e1nh gi\u00e1 m\u00f3n khoai t\u00e2y chi\u00ean cao \u0111\u1ebfn m\u1ee9c n\u00e0o. S\u1ef1 t\u01b0\u01a1ng t\u00e1c v\u00e0 tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng l\u00e0 nh\u1eefng y\u1ebfu t\u1ed1 quan tr\u1ecdng nh\u1ea5t trong vi\u1ec7c th\u1ec3 hi\u1ec7n th\u01b0\u01a1ng hi\u1ec7u.V\u00ec t\u1ea5t c\u1ea3 c\u00e1c th\u01b0\u01a1ng hi\u1ec7u hi\u1ec7n nay \u0111\u1ec1u c\u00f3 s\u1ef1 hi\u1ec7n di\u1ec7n tr\u00ean c\u00e1c ph\u01b0\u01a1ng ti\u1ec7n s\u1ed1, kh\u00e1ch h\u00e0ng s\u1ebd c\u00f3 nh\u1eefng tr\u1ea3i nghi\u1ec7m t\u01b0\u01a1ng t\u00e1c th\u01b0\u1eddng xuy\u00ean v\u1edbi t\u1ea5t c\u1ea3 c\u00e1c c\u00f4ng ty b\u1ea5t ngh\u1ec1 ng\u00e0nh ngh\u1ec1.<\/p>\n

    Trong h\u1ec7 th\u1ed1ng s\u1ed1, kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u00e1c thi\u1ebft b\u1ecb \u0111\u1ea1i di\u1ec7n cho th\u01b0\u01a1ng hi\u1ec7u nh\u01b0 website v\u00e0 nh\u1eefng thi\u1ebft b\u1ecb t\u01b0\u01a1ng t\u00e1c kh\u00e1c, khi\u1ebfn cho h\u00e0nh vi l\u00e0 \u0111\u1eb7c t\u00ednh c\u01a1 b\u1ea3n c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u. H\u00e0nh vi n\u00e0y c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n \u1edf m\u1ed9t c\u1ea5p \u0111\u1ed9 cao h\u01a1n nh\u01b0 t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng tr\u00ean website v\u00e0 mang t\u00ednh chuy\u00ean bi\u1ec7t h\u00f3a (nh\u01b0 h\u00ecnh \u1ea3nh \u0111\u1ed9ng \u2013 animations).<\/p>\n

    UX: Y\u1ebfu t\u1ed1 kh\u00e1c bi\u1ec7t h\u00f3a th\u01b0\u01a1ng hi\u1ec7u<\/h2>\n

    Ph\u1ea7n l\u1edbn ch\u00fang ta \u0111\u1ec1u kh\u00f4ng th\u1ec3 ph\u00e2n bi\u1ec7t \u0111\u01b0\u1ee3c vi\u1ec7c h\u1ecd c\u1ea3m th\u1ea5y g\u00ec v\u1ec1 m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u so v\u1edbi vi\u1ec7c h\u1ecd th\u1ea5y g\u00ec t\u1eeb nh\u1eefng tr\u1ea3i nghi\u1ec7m h\u1ecd c\u00f3 \u0111\u01b0\u1ee3c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u. Do \u0111\u00f3, trong m\u1ed9t s\u1ed1 ho\u00e0n c\u1ea3nh, UX tr\u1edf th\u00e0nh y\u1ebfu t\u1ed1 kh\u00e1c bi\u1ec7t h\u00f3a th\u01b0\u01a1ng hi\u1ec7u. N\u00f3 c\u00f3 th\u1ec3 l\u00e0 1 ph\u1ea7n ho\u1eb7c t\u1ea5t c\u1ea3 l\u00fd do kh\u00e1ch h\u00e0ng l\u1ef1a ch\u1ecdn g\u1eafn b\u00f3 v\u1edbi c\u00f4ng ty ho\u1eb7c s\u1ea3n ph\u1ea9m c\u1ee7a c\u00f4ng ty \u0111\u00f3.<\/p>\n

    \"UserExperience\"<\/p>\n

    Kh\u00e1c bi\u1ec7t h\u00f3a t\u1ea1o n\u00ean t\u1eeb tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng<\/p>\n<\/div>\n

    Trong \u0111\u1ecbnh ngh\u0129a v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, Don Norman v\u00e0 Jakob Nielsen n\u00f3i r\u1eb1ng: \u201cY\u00eau c\u1ea7u \u0111\u1ea7u ti\u00ean cho m\u1ed9t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00fd t\u01b0\u1edfng l\u00e0 \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c ch\u00ednh x\u00e1c nh\u1eefng nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng m\u00e0 kh\u00f4ng khi\u1ebfn h\u1ecd c\u1ea3m th\u1ea5y phi\u1ec1n to\u00e1i hay b\u1ef1c b\u1ed9i\u201d. Nh\u1eefng th\u01b0\u01a1ng hi\u1ec7u l\u1ef1a ch\u1ecdn nh\u1eefng ng\u01b0\u1eddi d\u00f9ng \u1edf \u0111i\u1ec3m ch\u00ednh c\u1ee7a kinh doanh th\u01b0\u1eddng xuy\u00ean l\u00e0m \u201cn\u00e1o lo\u1ea1n\u201d ng\u00e0nh c\u00f4ng nghi\u1ec7p b\u1edfi t\u1eadp trung v\u00e0o UX v\u00e0 th\u00e0nh c\u00f4ng trong th\u1ecb tr\u01b0\u1eddng ng\u00e0y c\u00e0ng b\u00e3o h\u00f2a ch\u00ednh b\u1eb1ng c\u00e1ch \u0111\u00f3. V\u00ed d\u1ee5 kh\u00f4ng kh\u00f3 \u0111\u1ec3 t\u00ecm th\u1ea5y: Uber, AirBnB, v\u00e0 Netflix \u0111\u1ec1u d\u1ef1a tr\u00ean tri\u1ebft l\u00fd n\u00e0y.<\/p>\n

    Th\u1ecb tr\u01b0\u1eddng c\u00e0ng c\u1ea1nh tranh (v\u00e0 c\u00e0ng nhi\u1ec1u ng\u01b0\u1eddi d\u00f9ng ti\u1ebfp c\u1eadn t\u1edbi nh\u1eefng \u0111\u1ed1i th\u1ee7 c\u1ee7a b\u1ea1n th\u00f4ng qua c\u00e1c \u0111\u1ecba ch\u1ec9 s\u1ed1) ngh\u0129a l\u00e0 vi\u1ec7c kh\u00e1c bi\u1ec7t ng\u00e0y c\u00e0ng tr\u1edf n\u00ean quan tr\u1ecdng h\u01a1n bao gi\u1edd h\u1ebft. \u0110\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u \u0111\u00f3, th\u01b0\u01a1ng hi\u1ec7u nh\u1ea5t \u0111\u1ecbnh ph\u1ea3i khi\u1ebfn cho c\u00e1c kh\u00e1ch h\u00e0ng ho\u00e0n to\u00e0n h\u00e0i l\u00f2ng trong qu\u00e1 tr\u00ecnh mua h\u00e0ng.<\/p>\n

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

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

      \n
    • T\u0103ng t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i \u0111\u1ed3ng th\u1eddi v\u1edbi x\u00e2y d\u1ef1ng th\u01b0\u01a1ng hi\u1ec7u<\/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
    • L\u00f2ng tin c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0m n\u00ean s\u1ee9c m\u1ea1nh th\u01b0\u01a1ng hi\u1ec7u<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

      Hi\u1ec7n nay, th\u01b0\u01a1ng hi\u1ec7u l\u00e0 s\u1ef1 t\u1ed5ng h\u1ee3p to\u00e0n di\u1ec7n c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean c\u00e1c y\u1ebfu t\u1ed1 thu\u1ed9c v\u1ec1 h\u00ecnh \u1ea3nh, gi\u1ecdng \u0111i\u1ec7u v\u00e0 c\u00e1ch c\u01b0 x\u1eed c\u1ee7a c\u00f4ng ty. Mu\u1ed1n chi\u1ebfm l\u1ea5y tr\u00e1i tim v\u00e0 v\u00ed ti\u1ec1n c\u1ee7a kh\u00e1ch h\u00e0ng, kh\u00f4ng c\u00f3 c\u00e1ch n\u00e0o kh\u00e1c ngo\u00e0i vi\u1ec7c c\u1ea3i thi\u1ec7n 3 th\u00e0nh t\u1ed1 k\u1ec3 tr\u00ean.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[191],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/55911"}],"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=55911"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/55911\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=55911"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=55911"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=55911"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}