{"id":15001,"date":"2018-08-14T03:55:37","date_gmt":"2018-08-14T03:55:37","guid":{"rendered":"http:\/\/miraway-cetm.com\/?p=2292"},"modified":"2024-05-07T17:46:11","modified_gmt":"2024-05-07T10:46:11","slug":"trai-nghiem-khach-hang-vuot-troi","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/trai-nghiem-khach-hang-vuot-troi\/","title":{"rendered":"7 B\u01b0\u1edbc \u0110\u1ec3 C\u00f3 Tr\u1ea3i Nghi\u1ec7m Kh\u00e1ch H\u00e0ng V\u01b0\u1ee3t Tr\u1ed9i"},"content":{"rendered":"

T\u1ea1i sao kh\u00e1ch h\u00e0ng l\u1ea1i ch\u1ecdn v\u00e0 trung th\u00e0nh v\u1edbi m\u1ed9t s\u1ed1 th\u01b0\u01a1ng hi\u1ec7u, trong khi kh\u00f4ng trung th\u00e0nh v\u1edbi th\u01b0\u01a1ng hi\u1ec7u kh\u00e1c? C\u00e2u tr\u1ea3 l\u1eddi ch\u00ednh l\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng m\u00e0 doanh nghi\u1ec7p t\u1ea1o ra.<\/em><\/strong><\/p>\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/a> l\u00e0 gi\u00e1 tr\u1ecb m\u00e0 kh\u00e1ch h\u00e0ng c\u1ea3m nh\u1eadn \u0111\u01b0\u1ee3c v\u00e0 n\u00f3 li\u00ean quan \u0111\u1ebfn t\u1ea5t c\u1ea3 m\u1ecdi ng\u01b0\u1eddi trong doanh nghi\u1ec7p. V\u00ec v\u1eady, n\u1ebfu kh\u00f4ng th\u1ef1c s\u1ef1 hi\u1ec3u r\u00f5 v\u00e0 x\u00e2y d\u1ef1ng c\u00e1i c\u1ed1t l\u00f5i th\u00ec tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng s\u1ebd ch\u1ec9 \u1edf d\u1ea1ng \u201cxo\u00e0ng\u201d.<\/p>\n

D\u01b0\u1edbi \u0111\u00e2y l\u00e0 7 b\u01b0\u1edbc \u0111\u1ec3 t\u1ea1o n\u00ean m\u1ed9t ch\u01b0\u01a1ng tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3:<\/p>\n

B\u01b0\u1edbc 1: L\u1ef1a ch\u1ecdn t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng, \u01b0u ti\u00ean tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/strong><\/h3>\n

\u00a0<\/strong>Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u01b0\u1edbc ti\u00ean ph\u1ea3i \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh l\u00e0 vi\u1ec7c c\u1ea7n \u01b0u ti\u00ean. Nhi\u1ec1u ng\u01b0\u1eddi ngh\u0129 r\u1eb1ng n\u00f3 ch\u1ec9 ph\u00f9 h\u1ee3p v\u1edbi doanh nghi\u1ec7p l\u1edbn, hay trong m\u1ed9t th\u1ecb tr\u01b0\u1eddng \u0111\u00e3 b\u00e3o h\u00f2a ho\u1eb7c c\u1ea1nh tranh m\u1ea1nh. B\u1edfi v\u1eady, nhi\u1ec1u doanh nghi\u1ec7p ch\u1ec9 quan t\u00e2m \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng khi h\u1ecd \u1edf trong c\u00e1c b\u1ed1i c\u1ea3nh tr\u00ean. Th\u1ef1c t\u1ebf, vi\u1ec7c \u00e1p d\u1ee5ng qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00f4ng li\u00ean quan t\u1edbi quy m\u00f4 doanh nhi\u1ec7p (nh\u1ecf hay l\u1edbn) hay b\u1ed1i c\u1ea3nh th\u1ecb tr\u01b0\u1eddng (b\u00e3o h\u00f2a hay ch\u01b0a b\u00e3o h\u00f2a).<\/p>\n

Th\u1ebf Gi\u1edbi Di \u0110\u1ed9ng \u0111\u00e3 ti\u1ebfn h\u00e0nh vi\u1ec7c n\u00e0y t\u1eeb khi h\u1ecd c\u00f2n r\u1ea5t nh\u1ecf, Starbucks l\u00e0m khi h\u1ecd c\u00f2n r\u1ea5t kh\u00f3 kh\u0103n, Pizza 4P \u0111ang \u00e1p d\u1ee5ng (h\u1ecd \u0111ang nh\u1ecf v\u00e0 c\u0169ng kh\u00f4ng ph\u1ea3i kh\u00f3 kh\u0103n v\u1ec1 c\u1ea1nh tranh v\u00ec h\u1ecd lu\u00f4n \u1edf tr\u1ea1ng th\u00e1i kh\u00f4ng c\u00f3 b\u00e0n tr\u1ed1ng). Amazon kh\u1ed5ng l\u1ed3 v\u00e0 kh\u00f4ng c\u00f3 \u0111\u1ed1i th\u1ee7, nh\u01b0ng top priority (\u01b0u ti\u00ean s\u1ed1 m\u1ed9t) v\u1eabn l\u00e0 “\u00e1m \u1ea3nh kh\u00e1ch h\u00e0ng” – t\u1eeb ri\u00eang c\u1ee7a CEO Jeff Bezos \u0111\u1ec3 di\u1ec5n \u0111\u1ea1t m\u1ee9c \u0111\u1ed9 l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m.<\/p>\n

\"\"<\/p>\n

Th\u1ebf gi\u1edbi di \u0111\u1ed9ng lu\u00f4n t\u1ea1o \u1ea5n t\u01b0\u1ee3ng v\u1edbi kh\u00e1ch h\u00e0ng b\u1edfi s\u1ef1 chuy\u00ean nghi\u1ec7p trong c\u00e1ch ph\u1ee5c v\u1ee5. Ngu\u1ed3n: Thegioididong.vn<\/em><\/p>\n

\u00a0<\/em>Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t l\u1ef1a ch\u1ecdn, h\u01a1n th\u1ebf n\u1eefa n\u00f3 l\u00e0 l\u1ef1a ch\u1ecdn chi\u1ebfn l\u01b0\u1ee3c – t\u1ee9c l\u00e0 cam k\u1ebft s\u00e2u s\u1eafc v\u00e0 h\u00e0ng \u0111\u1ed9ng \u01b0u ti\u00ean \u0111\u1ed1i v\u1edbi n\u00f3.<\/p>\n

B\u01b0\u1edbc 2: Hi\u1ec7n tr\u1ea1ng v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m.<\/strong><\/h3>\n

\"<\/p>\n

\u00a0<\/strong>L\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m l\u00e0 tri\u1ebft l\u00fd xuy\u00ean su\u1ed1t trong m\u1ecdi ho\u1ea1t \u0111\u1ed9ng c\u1ee7a c\u00f4ng t\u00e1c qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/a>. V\u00ec v\u1eady, n\u00f3 l\u00e0 ti\u1ec1n \u0111\u1ec1 cho m\u1ed9t ch\u01b0\u01a1ng tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u00e0nh c\u00f4ng. C\u00e1c y\u1ebfu t\u1ed1 th\u1ec3 hi\u1ec7n m\u1ed9t \u0111\u01a1n v\u1ecb l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m s\u1ebd kh\u00e1c nhi\u1ec1u so v\u1edbi m\u1ed9t doanh nghi\u1ec7p ch\u01b0a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m.<\/p>\n

M\u1ed9t s\u1ed1 c\u00e2u h\u1ecfi \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh: C\u00f4ng ty c\u00f3 \u0111ang \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng kh\u00f4ng? Ng\u01b0\u1eddi lao \u0111\u1ed9ng c\u00f3 hi\u1ec3u gi\u1ed1ng nhau v\u1ec1 c\u00e1c gi\u00e1 tr\u1ecb c\u00f4ng ty theo \u0111u\u1ed5i cho kh\u00e1ch h\u00e0ng kh\u00f4ng? C\u00f4ng ty \u0111\u00e3 d\u00f9ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng ch\u01b0a?\u2026Vi\u1ec7c \u0111\u00e1nh gi\u00e1 n\u00e0y s\u1ebd ch\u1ec9 ra ch\u01b0\u01a1ng tr\u00ecnh qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ea7n thi\u1ebft k\u1ebf nh\u01b0 th\u1ebf n\u00e0o v\u00e0 t\u1eadp trung v\u00e0o \u0111\u00e2u.<\/p>\n

B\u01b0\u1edbc 3: Nh\u1eefng y\u1ebfu t\u1ed1 t\u00e1c \u0111\u1ed9ng l\u1edbn nh\u1ea5t \u0111\u1ebfn kh\u00e1ch h\u00e0ng c\u1ee7a c\u00f4ng ty.<\/strong><\/h3>\n

\u00a0<\/strong>B\u01b0\u1edbc n\u00e0y t\u1eadp trung v\u00e0o t\u00ecm ra nh\u1eefng y\u1ebfu t\u1ed1 n\u00e0o t\u00e1c \u0111\u1ed9ng t\u00edch c\u1ef1c v\u00e0 y\u1ebfu t\u1ed1 n\u00e0o t\u00e1c \u0111\u1ed9ng ti\u00eau c\u1ef1c nh\u1ea5t \u0111\u1ebfn kh\u00e1ch h\u00e0ng c\u1ee7a c\u00f4ng ty. K\u1ebft qu\u1ea3 n\u00e0y gi\u00fap c\u00f4ng ty t\u1eadp trung v\u00e0o nh\u1eefng th\u1ee9 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn kh\u00e1ch h\u00e0ng nhi\u1ec1u nh\u1ea5t, thay v\u00ec lan man v\u00e0 ph\u00e2n t\u00e1n ngu\u1ed3n l\u1ef1c.<\/p>\n

Kh\u00f4ng kh\u00f3 \u0111\u1ec3 t\u00ecm ra nh\u1eefng y\u1ebfu t\u1ed1 n\u00e0y b\u1eb1ng nhi\u1ec1u c\u00e1ch kh\u00e1c nhau nh\u01b0\u00a0kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng, th\u1ef1c hi\u1ec7n c\u00f4ng c\u1ee5 \u0111o l\u01b0\u1eddng \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng nh\u01b0 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, th\u00e1i \u0111\u1ed9 ph\u1ee5c v\u1ee5, kh\u00f4ng gian ph\u1ee5c v\u1ee5, hi\u1ec7u qu\u1ea3…<\/p>\n

B\u01b0\u1edbc 4: X\u00e1c \u0111\u1ecbnh m\u1ee5c ti\u00eau.<\/strong><\/h3>\n

\u00a0<\/strong>C\u00f4ng ty mu\u1ed1n mang l\u1ea1i tr\u1ea3i nghi\u1ec7m g\u00ec cho kh\u00e1ch h\u00e0ng? N\u00f3i c\u00e1ch kh\u00e1c, c\u1ea7n x\u00e1c \u0111\u1ecbnh trong nh\u1eefng gi\u00e1 tr\u1ecb m\u00e0 kh\u00e1ch h\u00e0ng coi tr\u1ecdng, c\u00f4ng ty s\u1ebd t\u1eadp trung v\u00e0o \u0111\u00e2u. \u0110\u00e2y l\u00e0 b\u01b0\u1edbc h\u00ecnh th\u00e0nh chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Chi\u1ebfn l\u01b0\u1ee3c n\u00e0y s\u1ebd \u0111\u1ecbnh v\u1ecb h\u00ecnh \u1ea3nh c\u00f4ng ty trong t\u00e2m tr\u00ed kh\u00e1ch h\u00e0ng.<\/p>\n

B\u01b0\u1edbc 5: X\u00e2y d\u1ef1ng k\u1ebf ho\u1ea1ch v\u00e0 l\u1ed9 tr\u00ecnh.<\/strong><\/h3>\n

Ch\u01b0\u01a1ng tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t d\u1ef1 \u00e1n, n\u00f3 c\u00f3 \u0111i\u1ec3m b\u1eaft \u0111\u1ea7u nh\u01b0ng kh\u00f4ng c\u00f3 \u0111i\u1ec3m k\u1ebft th\u00fac, n\u00f3 l\u00e0 m\u1ed9t h\u1ec7 th\u1ed1ng c\u1ea3i ti\u1ebfn li\u00ean t\u1ee5c. Tr\u01b0\u1edbc khi b\u01b0\u1edbc v\u00e0o tri\u1ec3n khai th\u1ef1c hi\u1ec7n ch\u00fang ta c\u1ea7n c\u00f3 roadmap (v\u1ebd l\u1ed9 tr\u00ecnh) cho n\u00f3.<\/p>\n

B\u01b0\u1edbc 6: Thi\u1ebft k\u1ebf tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng nh\u01b0 th\u1ebf n\u00e0o.<\/strong><\/h3>\n

\u00a0<\/strong>\u1ede b\u01b0\u1edbc n\u00e0y, c\u00f4ng ty ph\u1ea3i quy\u1ebft \u0111\u1ecbnh cung c\u1ea5p tr\u1ea3i nghi\u1ec7m g\u00ec tr\u00ean c\u00e1c b\u01b0\u1edbc c\u1ee7a h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng. \u0110\u1ec3 c\u00f3 quy\u1ebft \u0111\u1ecbnh h\u1ee3p l\u00fd, c\u1ea7n tr\u1ea3 l\u1eddi c\u00e2u h\u1ecfi v\u00ec sao l\u1ea1i l\u00e0 tr\u1ea3i nghi\u1ec7m \u0111\u00f3. B\u01b0\u1edbc n\u00e0y ph\u1ea3i li\u00ean k\u1ebft v\u00e0 d\u1ef1a tr\u00ean chi\u1ebfn l\u01b0\u1ee3c \u0111\u00e3 l\u1ef1a ch\u1ecdn \u1edf b\u01b0\u1edbc 4, n\u1ebfu kh\u00f4ng s\u1ebd t\u1ea1o n\u00ean m\u1ed9t kho\u1ea3ng c\u00e1ch l\u1edbn gi\u1eefa chi\u1ebfn l\u01b0\u1ee3c v\u00e0 th\u1ef1c thi.<\/p>\n

B\u01b0\u1edbc 7: X\u00e2y d\u1ef1ng KPI v\u00e0 qu\u1ea3n tr\u1ecb v\u1eadn h\u00e0nh\u00a0<\/strong><\/h3>\n

Cu\u1ed1i c\u00f9ng \u0111\u1ec3 c\u00e1c chi\u1ebfn l\u01b0\u1ee3c v\u00e0 thi\u1ebft k\u1ebf \u0111i v\u00e0o s\u00e2u trong doanh nghi\u1ec7p, c\u1ea7n c\u00f3 KPI. KPI ph\u1ea3i \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng \u0111\u00e1p \u1ee9ng y\u00eau c\u1ea7u \u0111\u1ecbnh h\u01b0\u1edbng v\u00e0 tao \u0111\u1ed9ng l\u1ef1c cho nh\u00e2n vi\u00ean, \u0111\u1ec3 nh\u1eefng vi\u1ec7c h\u1ecd l\u00e0m h\u1eb1ng ng\u00e0y ch\u00ednh x\u00e1c l\u00e0 nh\u1eefng vi\u1ec7c c\u1ea7n thi\u1ebft \u0111\u1ec3 \u0111\u1ea9y con thuy\u1ec1n c\u1ee7a c\u00f4ng ty \u0111i theo con \u0111\u01b0\u1eddng \u0111\u00e3 x\u00e1c \u0111\u1ecbnh.<\/p>\n

N\u1ebfu l\u00e0m r\u1ea5t t\u1ed1t b\u01b0\u1edbc 7 nh\u01b0ng l\u00e0m k\u00e9m c\u00e1c b\u01b0\u1edbc tr\u01b0\u1edbc \u0111\u00f3. C\u00f3 th\u1ec3 b\u1ea1n \u0111ang l\u00e0m r\u1ea5t t\u1ed1t nh\u1eefng vi\u1ec7c kh\u00f4ng c\u1ea7n l\u00e0m.<\/p>\n

Xem th\u00eam: Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00e1c g\u00ec v\u1edbi tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng\u00a0<\/a><\/p>\n

Theo Doanh nh\u00e2n S\u00e0i G\u00f2n<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

T\u1ea1i sao kh\u00e1ch h\u00e0ng l\u1ea1i ch\u1ecdn v\u00e0 trung th\u00e0nh v\u1edbi m\u1ed9t s\u1ed1 th\u01b0\u01a1ng hi\u1ec7u, trong khi kh\u00f4ng trung th\u00e0nh v\u1edbi th\u01b0\u01a1ng hi\u1ec7u kh\u00e1c? C\u00e2u tr\u1ea3 l\u1eddi ch\u00ednh l\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng m\u00e0 doanh nghi\u1ec7p t\u1ea1o ra. Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 gi\u00e1 tr\u1ecb m\u00e0 kh\u00e1ch h\u00e0ng c\u1ea3m nh\u1eadn \u0111\u01b0\u1ee3c v\u00e0 n\u00f3 li\u00ean quan \u0111\u1ebfn […]\n","protected":false},"author":1,"featured_media":2294,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"rank_math_lock_modified_date":false,"footnotes":""},"categories":[11],"tags":[232],"class_list":["post-15001","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-trai-nghiem-khach-hang","tag-trai-nghiem-khach-hang"],"featured_image_url":"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2018\/08\/Belinda-Wong-president-ofStarbucks-China-passing-coffee-to-Beijing-customers-1-1.jpg","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/15001"}],"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=15001"}],"version-history":[{"count":4,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/15001\/revisions"}],"predecessor-version":[{"id":15581,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/15001\/revisions\/15581"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/2294"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=15001"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=15001"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=15001"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}