{"id":15023,"date":"2019-02-21T04:05:10","date_gmt":"2019-02-21T04:05:10","guid":{"rendered":"https:\/\/miraway-cetm.com\/?p=3041"},"modified":"2019-02-21T04:05:10","modified_gmt":"2019-02-21T04:05:10","slug":"cung-cap-trai-nghiem-khach-hang-theo-mong-doi-cua-khach-hang","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/cung-cap-trai-nghiem-khach-hang-theo-mong-doi-cua-khach-hang\/","title":{"rendered":"Cung C\u1ea5p Tr\u1ea3i Nghi\u1ec7m Kh\u00e1ch H\u00e0ng Theo Mong \u0110\u1ee3i C\u1ee7a Kh\u00e1ch H\u00e0ng"},"content":{"rendered":"<p><span style=\"font-weight: 400\">Ng\u00e0y nay, c\u00e0ng nhi\u1ec1u c\u00f4ng ty \u0111\u00e3 nh\u1eadn ra t\u1ea7m quan tr\u1ecdng c\u1ee7a vi\u1ec7c <a href=\"https:\/\/miraway.vn\/\">qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/a>. Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t s\u1ebd mang \u0111\u1ebfn l\u1ee3i th\u1ebf c\u1ea1nh tranh quan tr\u1ecdng cho doanh nghi\u1ec7p, b\u1edfi l\u1ebd:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Hai ph\u1ea7n ba kh\u00e1ch h\u00e0ng n\u00f3i r\u1eb1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c khi\u1ebfn h\u1ecd chi ti\u00eau nhi\u1ec1u h\u01a1n;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">T\u00e1m trong s\u1ed1 m\u01b0\u1eddi kh\u00e1ch h\u00e0ng s\u1ebd s\u1eb5n s\u00e0ng chi tr\u1ea3 nhi\u1ec1u h\u01a1n t\u1edbi 25% m\u1ee9c trung b\u00ecnh cho m\u1ed9t d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u01b0u vi\u1ec7t;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">H\u1ea7u nh\u01b0 t\u1ea5t c\u1ea3 nh\u1eefng ng\u01b0\u1eddi \u0111\u00e3 c\u00f3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng x\u1ea5u \u0111\u1ec1u n\u00f3i v\u1edbi ng\u01b0\u1eddi kh\u00e1c v\u1ec1 \u0111i\u1ec1u \u0111\u00f3;<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">M\u1eb7c d\u00f9 l\u1eafng nghe kh\u00e1ch h\u00e0ng l\u00e0 b\u01b0\u1edbc \u0111i \u0111\u00fang h\u01b0\u1edbng, nh\u01b0ng \u0111\u00f3 ch\u1ec9 l\u00e0 kh\u1edfi \u0111\u1ea7u cho h\u00e0nh tr\u00ecnh d\u00e0i. V\u1eady l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng theo mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng?<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-3048\" src=\"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2019\/02\/trai-nghiem-khach-hang-1-1.jpg\" alt=\"tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\" width=\"500\" height=\"208\" \/><\/p>\n<h2><b>T\u1ea1o s\u1ef1 kh\u00e1c bi\u1ec7t.<\/b><\/h2>\n<p><span style=\"font-weight: 400\">Forrester &#8211; <\/span><span style=\"font-weight: 400\">m\u1ed9t c\u00f4ng ty nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng c\u1ee7a Hoa K\u1ef3 chuy\u00ean cung c\u1ea5p l\u1eddi khuy\u00ean v\u1ec1 t\u00e1c \u0111\u1ed9ng ti\u1ec1m \u1ea9n c\u1ee7a c\u00f4ng ngh\u1ec7 t\u1edbi kh\u00e1ch h\u00e0ng &amp; c\u00f4ng ch\u00fang,<\/span><span style=\"font-weight: 400\"> sau khi th\u1ef1c hi\u1ec7n nhi\u1ec1u cu\u1ed9c kh\u1ea3o s\u00e1t v\u1ec1 c\u00e1c kh\u00eda c\u1ea1nh kh\u00e1c nhau c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u00e3 \u0111\u01b0a ra nh\u1eadn \u0111\u1ecbnh kh\u00e1i qu\u00e1t sau:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">K\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng cao.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Doanh nghi\u1ec7p c\u1ea7n n\u1ed7 l\u1ef1c \u0111\u1ec3 t\u1ea1o ra nh\u1eefng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1 v\u01b0\u1ee3t b\u1eadc.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Kh\u00f4ng m\u1ed9t doanh nghi\u1ec7p n\u00e0o th\u1ef1c s\u1ef1 t\u1ef1 tin v\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng m\u00e0 h\u1ecd \u0111ang mang \u0111\u1ebfn cho kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">T\u1ea1o n\u00ean tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t th\u00f4i ch\u01b0a \u0111\u1ee7, \u0111i\u1ec1u quan tr\u1ecdng nh\u1ea5t v\u1eabn l\u00e0 t\u1ea1o n\u00ean s\u1ef1 kh\u00e1c bi\u1ec7t. S\u1ef1 kh\u00e1c bi\u1ec7t \u1edf \u0111\u00e2y kh\u00f4ng ch\u1ec9 gi\u1edbi h\u1ea1n \u1edf s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5, gi\u00e1 tr\u1ecb v\u00e0 v\u1ecb tr\u00ed th\u01b0\u01a1ng hi\u1ec7u m\u00e0 c\u00f2n l\u00e0 <\/span><b>tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/b><span style=\"font-weight: 400\">. \u0110\u00f3 l\u00e0 xu h\u01b0\u1edbng t\u1ea5t y\u1ebfu khi gi\u1edd \u0111\u00e2y xu\u1ea5t hi\u1ec7n c\u00e0ng nhi\u1ec1u nh\u00e0 cung c\u1ea5p h\u00ecnh th\u1ee9c m\u1eabu m\u00e3 s\u1ea3n ph\u1ea9m t\u01b0\u01a1ng t\u1ef1 nhau. \u0110i\u1ec1u doanh nghi\u1ec7p c\u1ea7n l\u00e0m l\u00e0 t\u1ea1o ch\u1ed7 \u0111\u1ee9ng trong l\u00f2ng kh\u00e1ch h\u00e0ng v\u1eefng ch\u1eafc b\u1eb1ng c\u00e1ch t\u1ea1o n\u00ean nh\u1eefng tr\u1ea3i nghi\u1ec7m th\u1ef1c s\u1ef1 ch\u1ea5t l\u01b0\u1ee3ng v\u00e0 <\/span>kh\u00e1c bi\u1ec7t<span style=\"font-weight: 400\">.<\/span><\/p>\n<h2><b>Thu h\u00fat kh\u00e1ch h\u00e0ng.<\/b><\/h2>\n<p><span style=\"font-weight: 400\">\u0110i\u1ec1u g\u00ec khi\u1ebfn kh\u00e1ch h\u00e0ng g\u1eafn b\u00f3 v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n? Li\u1ec7u kh\u00e1ch h\u00e0ng s\u1ebd trung th\u00e0nh v\u1edbi nh\u1eefng th\u01b0\u01a1ng hi\u1ec7u thu h\u00fat h\u1ecd hay ch\u1ec9 \u0111\u01a1n thu\u1ea7n l\u00e0 nh\u1eefng nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5? Tr\u01b0\u1edbc qu\u00e1 nhi\u1ec1u l\u1ef1a ch\u1ecdn nh\u01b0 hi\u1ec7n nay, kh\u00e1ch h\u00e0ng s\u1ebd t\u00ecm \u0111\u1ebfn nh\u1eefng th\u01b0\u01a1ng hi\u1ec7u mang \u0111\u1ebfn cho h\u1ecd c\u1ea3m gi\u00e1c \u0111\u01b0\u1ee3c k\u1ebft n\u1ed1i &amp; tr\u00e2n tr\u1ecdng. \u0110i\u1ec1u \u0111\u00f3 \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c doanh nghi\u1ec7p c\u1ea7n x\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c kh\u00e1ch h\u00e0ng th\u1eadt s\u1ef1 t\u1ed1t \u0111\u1ec3 <\/span><i><span style=\"font-weight: 400\">thu h\u00fat<\/span><\/i><span style=\"font-weight: 400\"> \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng. Kh\u00f4ng ch\u1ec9 d\u1eebng l\u1ea1i \u1edf vi\u1ec7c b\u00e1n h\u00e0ng \u0111\u01a1n thu\u1ea7n, doanh nghi\u1ec7p c\u1ea7n l\u00e0m sao \u0111\u1ec3 ch\u1ea1m \u0111\u1ebfn \u201cc\u1ea3m x\u00fac\u201d c\u1ee7a kh\u00e1ch h\u00e0ng. Khi\u1ebfn h\u1ecd c\u1ea3m th\u1ea5y h\u00e0i l\u00f2ng v\u00e0 y\u00ean t\u00e2m khi s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5, s\u1ea3n ph\u1ea9m c\u1ee7a doanh nghi\u1ec7p.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Y\u1ebfu t\u1ed1 c\u1ed1t l\u00f5i c\u1ee7a chi\u1ebfn l\u01b0\u1ee3c n\u00e2ng cao tr\u1ea3i nghi\u1ec7m l\u00e0 c\u00f3 nh\u1eefng chi\u1ebfn d\u1ecbch truy\u1ec1n th\u00f4ng \u0111\u00e1nh v\u00e0o <\/span><i><span style=\"font-weight: 400\">c\u1ea3m x\u00fac<\/span><\/i><span style=\"font-weight: 400\"> c\u1ee7a kh\u00e1ch h\u00e0ng b\u00ean c\u1ea1nh ch\u1ea5t l\u01b0\u1ee3ng c\u1ee7a s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5. S\u1ee9c m\u1ea1nh c\u1ee7a vi\u1ec7c kh\u01a1i g\u1ee3i v\u00e0 k\u1ebft n\u1ed1i nh\u1eefng c\u1ea3m x\u00fac n\u00e0y l\u00e0 r\u1ea5t quan tr\u1ecdng trong vi\u1ec7c t\u1ea1o ra s\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa ph\u1ee5c v\u1ee5 v\u00e0 thu h\u00fat kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<h2><b>Qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/b><\/h2>\n<p><span style=\"font-weight: 400\">Qu\u1ea3n tr\u1ecb l\u00e0 c\u00e1ch t\u1ed1t nh\u1ea5t gi\u00fap doanh nghi\u1ec7p \u0111\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng tr\u1ea3i nghi\u1ec7m cho kh\u00e1ch h\u00e0ng tr\u00ean to\u00e0n h\u1ec7 th\u1ed1ng. \u0110i\u1ec1u n\u00e0y \u0111\u00f2i h\u1ecfi m\u1ed9t qu\u00e1 tr\u00ecnh qu\u1ea3n l\u00fd m\u1ecdi tr\u1ea3i nghi\u1ec7m m\u00e0 kh\u00e1ch h\u00e0ng, \u0111\u1ed1i t\u00e1c c\u1ee7a doanh nghi\u1ec7p c\u00f3 th\u1ec3 c\u00f3 v\u1edbi s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5 v\u00e0 th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n. \u0110\u00f3 c\u00f3 th\u1ec3 l\u00e0 c\u1ea3m x\u00fac, ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, th\u00f4ng \u0111i\u1ec7p truy\u1ec1n th\u00f4ng\u2026 nh\u1eefng th\u1ee9 nh\u1ecf nh\u1ea5t k\u1ebft n\u1ed1i gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 doanh nghi\u1ec7p.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m \u0111\u00f2i h\u1ecfi s\u1ef1 nghi\u00eam t\u00fac c\u1ee7a doanh nghi\u1ec7p trong vi\u1ec7c l\u1eafng nghe \u0111\u1ec3 hi\u1ec7n th\u1ef1c h\u00f3a nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0o chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb c\u1ee7a m\u00ecnh. Bernd Schmitt, gi\u00e1o s\u01b0 chuy\u00ean ng\u00e0nh ti\u1ebfp th\u1ecb t\u1ea1i Tr\u01b0\u1eddng Kinh doanh Columbia (New York) \u0111\u00e3 \u0111\u1ecbnh ngh\u0129a Qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0: \u201c<\/span><i><span style=\"font-weight: 400\">Qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u1ea1i di\u1ec7n cho k\u1ef7 lu\u1eadt, ph\u01b0\u01a1ng ph\u00e1p ho\u1eb7c quy tr\u00ecnh \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 qu\u1ea3n l\u00fd to\u00e0n di\u1ec7n vi\u1ec7c ti\u1ebfp x\u00fac, t\u01b0\u01a1ng t\u00e1c v\u00e0 giao d\u1ecbch qua k\u00eanh c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi c\u00f4ng ty, s\u1ea3n ph\u1ea9m, th\u01b0\u01a1ng hi\u1ec7u ho\u1eb7c d\u1ecbch v\u1ee5<\/span><\/i><span style=\"font-weight: 400\">.\u201d C\u00f3 th\u1ec3 th\u1ea5y r\u1eb1ng vi\u1ec7c qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ea7n th\u1ef1c hi\u1ec7n \u0111\u1ed3ng b\u1ed9 v\u00e0 to\u00e0n di\u1ec7n t\u1eeb c\u1ea5p qu\u1ea3n l\u00fd \u0111\u1ebfn nh\u1eefng c\u1ea5p nh\u00e2n vi\u00ean nh\u1ecf nh\u1ea5t. <\/span><\/p>\n<p><span style=\"font-weight: 400\">Suy cho c\u00f9ng, \u0111\u1eb7t kh\u00e1ch h\u00e0ng v\u00e0o trung t\u00e2m s\u1ebd l\u00e0 nguy\u00ean l\u00fd c\u1ed1t l\u00f5i gi\u00fap doanh nghi\u1ec7p chinh ph\u1ee5c kh\u00e1ch h\u00e0ng b\u1ec1n v\u1eefng nh\u1ea5t. Mu\u1ed1n t\u1ea1o n\u00ean nh\u1eefng tr\u1ea3i nghi\u1ec7m t\u1ed1t th\u00ec m\u1ecdi ho\u1ea1t \u0111\u1ed9ng truy\u1ec1n th\u00f4ng, ti\u1ebfp th\u1ecb c\u1ee7a doanh nghi\u1ec7p ph\u1ea3i xu\u1ea5t ph\u00e1t t\u1eeb ch\u00ednh nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110\u1ec3 n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c \u0111i\u1ec1u \u0111\u00f3, doanh nghi\u1ec7p ph\u1ea3i \u0111\u1ea3m b\u1ea3o r\u1eb1ng \u201cti\u1ebfng n\u00f3i\u201d c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 c\u01a1 s\u1edf kh\u00f4ng th\u1ec3 thi\u1ebfu trong vi\u1ec7c x\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c c\u1ee7a c\u00f4ng ty. C\u00f3 v\u1eady doanh nghi\u1ec7p m\u1edbi t\u1ea1o \u0111\u01b0\u1ee3c nh\u1eefng tr\u1ea3i nghi\u1ec7m \u0111\u00e1p \u1ee9ng nhu c\u1ea7u v\u00e0 mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng. <\/span><\/p>\n<p>Xem th\u00eam b\u00e0i vi\u1ebft: <a href=\"https:\/\/miraway.vn\/blog\/digital-signage-giup-ngan-hang-xay-dung-niem-tin-voi-khach-hang\/\">Digital Signage gi\u00fap ng\u00e2n h\u00e0ng x\u00e2y d\u1ef1ng ni\u1ec1m tin v\u1edbi kh\u00e1ch h\u00e0ng nh\u01b0 th\u1ebf n\u00e0o<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Ng\u00e0y nay, c\u00e0ng nhi\u1ec1u c\u00f4ng ty \u0111\u00e3 nh\u1eadn ra t\u1ea7m quan tr\u1ecdng c\u1ee7a vi\u1ec7c qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t s\u1ebd mang \u0111\u1ebfn l\u1ee3i th\u1ebf c\u1ea1nh tranh quan tr\u1ecdng cho doanh nghi\u1ec7p, b\u1edfi l\u1ebd: Hai ph\u1ea7n ba kh\u00e1ch h\u00e0ng n\u00f3i r\u1eb1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c khi\u1ebfn h\u1ecd chi [&#8230;]\n","protected":false},"author":1,"featured_media":13026,"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-15023","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\/2019\/02\/trai-nghiem-khach-hang-1-1-1.jpg","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/15023"}],"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=15023"}],"version-history":[{"count":0,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/15023\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/13026"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=15023"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=15023"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=15023"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}