{"id":10279,"date":"2021-07-06T10:37:32","date_gmt":"2021-07-06T03:37:32","guid":{"rendered":"https:\/\/miraway-cetm.com\/?p=10279"},"modified":"2021-07-06T10:37:32","modified_gmt":"2021-07-06T03:37:32","slug":"bai-hoc-ve-quan-tri-trai-nghiem-khach-hang-tu-03-tap-doan-hang-dau-the-gioi","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/bai-hoc-ve-quan-tri-trai-nghiem-khach-hang-tu-03-tap-doan-hang-dau-the-gioi\/","title":{"rendered":"B\u00e0i H\u1ecdc V\u1ec1 Qu\u1ea3n Tr\u1ecb Tr\u1ea3i Nghi\u1ec7m Kh\u00e1ch H\u00e0ng T\u1eeb 03 T\u1eadp \u0110o\u00e0n H\u00e0ng \u0110\u1ea7u Th\u1ebf Gi\u1edbi"},"content":{"rendered":"

Theo \u0111\u00e1nh gi\u00e1 c\u1ee7a CX Network, Disney, Uber, Amazon l\u00e0 03 c\u00f4ng ty \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 t\u1ed1t nh\u1ea5t v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. V\u1eady nh\u1eefng T\u1eadp \u0111o\u00e0n h\u00e0ng \u0111\u1ea7u th\u1ebf gi\u1edbi n\u00e0y \u0111ang \u00e1p d\u1ee5ng nguy\u00ean t\u1eafc n\u00e0o trong qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c nh\u1eefng th\u00e0nh c\u00f4ng nh\u01b0 v\u1eady?<\/p>\n

\"\"<\/p>\n

DISNEY.<\/strong><\/h2>\n

\u0110\u1ed1i v\u1edbi b\u1ea5t k\u00ec ai \u0111\u00e3 t\u1eebng t\u1edbi Disneyland \u0111\u1ec1u s\u1ebd c\u1ea3m nh\u1eadn \u0111\u01b0\u1ee3c r\u00f5 r\u1ec7t nh\u1eefng n\u1ed7 l\u1ef1c c\u1ee7a c\u00f4ng vi\u00ean trong vi\u1ec7c \u0111\u1ea3m b\u1ea3o h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 xuy\u00ean su\u1ed1t, t\u1eeb b\u01b0\u1edbc l\u00ean k\u1ebf ho\u1ea1ch, tham quan cho \u0111\u1ebfn l\u00ean k\u1ebf ho\u1ea1ch \u0111\u1ec3 thu h\u00fat kh\u00e1ch quay tr\u1edf l\u1ea1i.<\/p>\n

K\u1ebf ho\u1ea1ch<\/em>: M\u1ed7i nh\u00e2n vi\u00ean \u1edf Disneyland l\u00e0 nh\u1eefng ng\u01b0\u1eddi k\u1ec3 chuy\u1ec7n chuy\u00ean nghi\u1ec7p. H\u1ecd d\u1eabn d\u1eaft kh\u00e1ch tham quan l\u1ea1c v\u00e0o nh\u1eefng m\u1ea9u chuy\u1ec7n th\u00fa v\u1ecb kh\u00e1c nhau t\u1ea1i m\u1ed7i giai \u0111o\u1ea1n tr\u1ea3i nghi\u1ec7m t\u1ea1i c\u00f4ng vi\u00ean. M\u1ecdi chi ti\u1ebft d\u00f9 l\u00e0 nh\u1ecf nh\u1ea5t, t\u1eeb ch\u1ee7 \u0111\u1ec1 c\u1ee7a t\u1eebng khu, cho \u0111\u1ebfn t\u1eebng con \u0111\u01b0\u1eddng, chi\u1ebfc gh\u1ebf,.. \u0111\u1ec1u \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf v\u00e0 l\u00ean k\u1ebf ho\u1ea1ch c\u1ee5 th\u1ec3 \u0111\u1ec3 t\u1ed1i \u01b0u ho\u00e1 tr\u1ea3i nghi\u1ec7m.<\/p>\n

Khi tham quan<\/em>: Nh\u00e2n vi\u00ean c\u1ee7a Disneyland \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o b\u00e0i b\u1ea3n v\u1ec1 c\u00e1ch giao ti\u1ebfp v\u1edbi kh\u00e1ch tham quan theo ch\u1ee7 \u0111\u1ec1 c\u1ee7a t\u1eebng khu v\u1ef1c. VD: Khi t\u1edbi khu v\u1ef1c Chi\u1ebfn tranh gi\u1eefa c\u00e1c v\u00ec sao, nh\u00e2n vi\u00ean s\u1ebd \u0111\u00f3n du kh\u00e1ch v\u1edbi c\u00e2u \u201cCh\u00e0o m\u1eebng nh\u00e0 du h\u00e0nh\u201d.<\/p>\n

L\u00ean k\u1ebf ho\u1ea1ch \u0111\u1ec3 thu h\u00fat kh\u00e1ch quay tr\u1edf l\u1ea1i<\/em>: Kh\u00e1ch tham quan s\u1ebd \u0111\u01b0\u1ee3c t\u1eb7ng m\u1ed9t chi\u1ebfc v\u00f2ng ma thu\u1eadt l\u01b0u ni\u1ec7m sau khi r\u1eddi c\u00f4ng vi\u00ean. Cho l\u1ea7n t\u1edbi quay l\u1ea1i, kh\u00e1ch s\u1ebd nh\u1eadn \u0111\u01b0\u1ee3c r\u1ea5t nhi\u1ec1u m\u00f3n qu\u00e0 v\u00e0 \u01b0u \u0111\u00e3i \u0111\u1eb7c bi\u1ec7t khi mang theo chi\u1ebfc v\u00f2ng.<\/p>\n

=> B\u00e0i h\u1ecdc 1: \u0110\u1ea3m b\u1ea3o h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 xuy\u00ean su\u1ed1t.<\/strong><\/h3>\n

Disney hi\u1ec3u r\u00f5 t\u1ea7m quan tr\u1ecdng c\u1ee7a vi\u1ec7c \u0111\u1ea3m b\u1ea3o h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 xuy\u00ean su\u1ed1t. B\u1eb1ng c\u00e1ch thi\u1ebft k\u1ebf tr\u1ea3i nghi\u1ec7m ph\u00f9 h\u1ee3p, qu\u1ea3n l\u00fd chi ti\u1ebft \u0111\u1ebfn t\u1eebng \u0111i\u1ec3m ch\u1ea1m trong h\u00e0nh tr\u00ecnh, Disney \u0111\u00e3 mang \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng cho kh\u00e1ch h\u00e0ng t\u1eeb l\u00fac b\u1eaft \u0111\u1ea7u cho \u0111\u1ebfn khi k\u1ebft th\u00fac.<\/p>\n

Gi\u1ea3i ph\u00e1p li\u00ean quan: T\u00ecm hi\u1ec3u v\u1ec1 B\u1ed9 Gi\u1ea3i ph\u00e1p Qu\u1ea3n l\u00fd Tr\u1ea3i nghi\u1ec7m Kh\u00e1ch h\u00e0ng \u0110a k\u00eanh Omni-channel CEM<\/a> c\u1ee7a Miraway t\u1eadp trung mang \u0111\u1ebfn cho kh\u00e1ch h\u00e0ng nh\u1eefng tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi v\u00e0 xuy\u00ean su\u1ed1t trong to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng.<\/p>\n

UBER.<\/strong><\/h2>\n

B\u1eb1ng c\u00e1ch \u0111\u1ea7u t\u01b0 v\u00e0o c\u00f4ng ngh\u1ec7 v\u00e0 t\u1eadp trung v\u00e0o vi\u1ec7c t\u1ed1i \u01b0u ho\u00e1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, \u1ee9ng d\u1ee5ng c\u1ee7a Uber cho ph\u00e9p ng\u01b0\u1eddi d\u00f9ng qu\u1ea3n tr\u1ecb th\u00f4ng minh chuy\u1ebfn xe; chat tr\u1ef1c tuy\u1ebfn v\u1edbi t\u1ed5ng \u0111\u00e0i vi\u00ean \u0111\u1ec3 nh\u1eadn t\u01b0 v\u1ea5n m\u00e0 kh\u00f4ng ph\u1ea3i ch\u1edd \u0111\u1ee3i; g\u1eedi \u00fd ki\u1ebfn ph\u1ea3n h\u1ed3i \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 t\u1ed5ng \u0111\u00e0i vi\u00ean, t\u00e0i x\u1ebf ngay sau khi s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5.<\/p>\n

=> B\u00e0i h\u1ecdc 2: Duy tr\u00ec ch\u1ec9 s\u1ed1 n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng (Customer Effort Score – CES) \u1edf m\u1ee9c th\u1ea5p.<\/strong><\/span><\/h3>\n

Ch\u1ec9 s\u1ed1 n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng (Customer Effort Score \u2013 CES) l\u00e0 ch\u1ec9 s\u1ed1 x\u00e1c \u0111\u1ecbnh m\u1ee9c \u0111\u1ed9 n\u1ed7 l\u1ef1c m\u00e0 kh\u00e1ch h\u00e0ng ph\u1ea3i b\u1ecf ra \u0111\u1ec3 s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5. Ch\u1ec9 s\u1ed1 n\u00e0y c\u00e0ng th\u1ea5p, kh\u00e1ch h\u00e0ng s\u1ebd c\u00e0ng d\u1ec5 d\u00e0ng ti\u1ebfp c\u1eadn s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 v\u00e0 tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng trung th\u00e0nh.<\/p>\n

Ch\u1ec9 v\u1edbi \u1ee9ng d\u1ee5ng \u0111\u1eb7t xe th\u00f4ng minh t\u00edch h\u1ee3p \u0111a ti\u1ec7n \u00edch, kh\u00e1ch h\u00e0ng c\u1ee7a Uber \u0111\u00e3 kh\u00f4ng c\u1ea7n ph\u1ea3i b\u1ecf ra qu\u00e1 nhi\u1ec1u n\u1ed7 l\u1ef1c \u0111\u1ec3 th\u1ef1c hi\u1ec7n \u0111\u01b0\u1ee3c nh\u1eefng nhu c\u1ea7u mong mu\u1ed1n.<\/p>\n

Gi\u1ea3i ph\u00e1p li\u00ean quan: Miraway<\/a> cung c\u1ea5p gi\u1ea3i ph\u00e1p Kh\u1ea3o s\u00e1t v\u00e0 Ph\u1ea3n h\u1ed3i \u0111a k\u00eanh<\/a>: L\u1eafng nghe \u00fd ki\u1ebfn ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng \u0111a k\u00eanh, chi ti\u1ebft \u0111\u1ebfn t\u1eebng \u0111i\u1ec3m ch\u1ea1m \u0111\u1ec3 kh\u00f4ng ng\u1eebng c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 v\u00e0 n\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. Xem th\u00eam.<\/p>\n

AMAZON.<\/strong><\/h2>\n

Amazon \u0111\u00e3 t\u00edch h\u1ee3p nhi\u1ec1u ti\u1ec7n \u00edch trong quy tr\u00ecnh mua h\u00e0ng, gi\u00fap \u0111\u1ea9y nhanh qu\u00e1 tr\u00ecnh quy\u1ebft \u0111\u1ecbnh mua c\u1ee7a ng\u01b0\u1eddi d\u00f9ng.<\/p>\n

C\u00e1 nh\u00e2n ho\u00e1 tr\u1ea3i nghi\u1ec7m: B\u1eb1ng c\u00e1ch t\u1ed5ng h\u1ee3p v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng thu th\u1eadp \u0111\u01b0\u1ee3c t\u1ea1i t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ch\u1ea1m, Amazon \u0111\u00e3 x\u00e2y d\u1ef1ng m\u1ed9t c\u01a1 s\u1edf d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng th\u1ed1ng nh\u1ea5t. T\u1eeb \u0111\u00f3, cung c\u1ea5p c\u00e1c g\u1ee3i \u00fd s\u1ea3n ph\u1ea9m ph\u00f9 h\u1ee3p k\u1ebft h\u1ee3p remarketing \u0111\u1ec3 k\u00edch th\u00edch mua h\u00e0ng.<\/p>\n

Amazon Prime: D\u1ecbch v\u1ee5 ti\u1ec7n \u00edch \u0111i k\u00e8m nhi\u1ec1u quy\u1ec1n l\u1ee3i v\u01b0\u1ee3t tr\u1ed9i: khuy\u1ebfn m\u00e3i \u0111\u1eb7c bi\u1ec7t, giao h\u00e0ng mi\u1ec5n ph\u00ed, quy\u1ec1n truy c\u1eadp v\u00e0o Amazon Prime Video, \u01b0u \u0111\u00e3i \u0111\u1ecdc quy\u1ec1n v\u00e0o ng\u00e0y l\u1ec5,\u2026<\/p>\n

Reviews: Cho ph\u00e9p kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1 v\u1ec1 s\u1ea3n ph\u1ea9m tr\u1ef1c ti\u1ebfp t\u1ea1i trang b\u00e1n h\u00e0ng nh\u01b0 m\u1ed9t ngu\u1ed3n tham kh\u1ea3o \u0111\u1ed1i v\u1edbi c\u00e1c kh\u00e1ch h\u00e0ng kh\u00e1c.<\/p>\n

=> B\u00e0i h\u1ecdc 3: Lo\u1ea1i b\u1ecf c\u00e1c r\u00e0o c\u1ea3n trong qu\u00e1 tr\u00ecnh mua h\u00e0ng.<\/span><\/strong><\/h3>\n

X\u00e2y d\u1ef1ng m\u1ed9t c\u01a1 s\u1edf d\u1eef li\u1ec7u th\u1ed1ng nh\u1ea5t \u0111\u1ec3 ph\u00e2n t\u00edch v\u00e0 t\u00ecm ra nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c k\u00edch th\u00edch quy\u1ebft \u0111\u1ecbnh mua c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t trong nh\u1eefng y\u1ebfu t\u1ed1 c\u1ed1t l\u00f5i c\u1ee7a doanh nghi\u1ec7p th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed. Ch\u1ec9 m\u1ed9t r\u1eafc r\u1ed1i nh\u1ecf c\u0169ng c\u00f3 th\u1ec3 khi\u1ebfn kh\u00e1ch h\u00e0ng tho\u00e1t kh\u1ecfi trang web c\u1ee7a b\u1ea1n v\u00e0 t\u00ecm \u0111\u1ebfn nh\u1eefng \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh. Lo\u1ea1i b\u1ecf nh\u1eefng r\u00e0o c\u00e0n trong qu\u00e1 tr\u00ecnh mua gi\u00fap \u0111\u1ea9y nhanh qu\u00e1 tr\u00ecnh ch\u1ed1t \u0111\u01a1n, t\u0103ng doanh thu.<\/p>\n

Gi\u1ea3i ph\u00e1p li\u00ean quan: Mira CDP<\/a> l\u00e0 gi\u1ea3i ph\u00e1p t\u1ed5ng h\u1ee3p, s\u1eafp x\u1ebfp d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng tr\u00ean nhi\u1ec1u \u0111i\u1ec3m ch\u1ea1m kh\u00e1c nhau \u0111\u1ec3 x\u00e2y d\u1ef1ng m\u1ed9t c\u01a1 s\u1edf d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng th\u1ed1ng nh\u1ea5t, b\u1ec1n v\u1eefng. Mira CDP h\u1ed7 tr\u1ee3 doanh nghi\u1ec7p n\u00e2ng cao s\u1ef1 th\u1ea5u hi\u1ec3u v\u1ec1 kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 \u0111\u01b0a ra nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c c\u1ee5 th\u1ec3 \u0111\u1ec3 k\u00edch th\u00edch quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng.<\/p>\n","protected":false},"excerpt":{"rendered":"

Theo \u0111\u00e1nh gi\u00e1 c\u1ee7a CX Network, Disney, Uber, Amazon l\u00e0 03 c\u00f4ng ty \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 t\u1ed1t nh\u1ea5t v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. V\u1eady nh\u1eefng T\u1eadp \u0111o\u00e0n h\u00e0ng \u0111\u1ea7u th\u1ebf gi\u1edbi n\u00e0y \u0111ang \u00e1p d\u1ee5ng nguy\u00ean t\u1eafc n\u00e0o trong qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c nh\u1eefng th\u00e0nh c\u00f4ng nh\u01b0 v\u1eady? DISNEY. \u0110\u1ed1i […]\n","protected":false},"author":1,"featured_media":10280,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_lock_modified_date":false,"footnotes":""},"categories":[11],"tags":[],"class_list":["post-10279","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-trai-nghiem-khach-hang"],"featured_image_url":"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2021\/07\/tamquantrongcuatrainghiemkhachhang_copy-1-1.png","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/10279"}],"collection":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/comments?post=10279"}],"version-history":[{"count":0,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/10279\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/10280"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=10279"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=10279"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=10279"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}