{"id":3677,"date":"2019-06-19T04:43:38","date_gmt":"2019-06-19T04:43:38","guid":{"rendered":"https:\/\/miraway-cetm.com\/?p=3677"},"modified":"2019-06-19T04:43:38","modified_gmt":"2019-06-19T04:43:38","slug":"15-su-that-ve-trai-nghiem-khach-hang","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/15-su-that-ve-trai-nghiem-khach-hang\/","title":{"rendered":"15 S\u1ef1 Th\u1eadt V\u1ec1 Tr\u1ea3i Nghi\u1ec7m Kh\u00e1ch H\u00e0ng"},"content":{"rendered":"

\u201cTr\u1ea3i nghi\u1ec7m Kh\u00e1ch h\u00e0ng\u201d \u0111\u00e3 \u0111\u1ebfn g\u1ea7n h\u01a1n bao gi\u1edd h\u1ebft v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n. G\u1ea7n \u0111\u1ebfn n\u1ed7i b\u1ea1n n\u00f3i v\u1edbi h\u1ecd nh\u1eefng g\u00ec h\u1ecd c\u1ea7n tr\u01b0\u1edbc khi h\u1ecd nh\u1eadn ra \u0111i\u1ec1u \u0111\u00f3.<\/span><\/p>\n

C\u00e1c nghi\u00ean c\u1ee9u v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng cho th\u1ea5y c\u00e1c c\u00f4ng ty c\u00f3 kinh nghi\u1ec7m kinh doanh \u0111ang v\u01b0\u1ee3t tr\u1ed9i so v\u1edbi \u0111\u1ed1i th\u1ee7 c\u1ee7a h\u1ecd. Gi\u1edd \u0111\u00e2y, c\u00e1c c\u00f4ng ty n\u00e0y \u0111ang b\u01b0\u1edbc sang giai \u0111o\u1ea1n chuy\u1ec3n \u0111\u1ed5i k\u1ef9 thu\u1eadt s\u1ed1 ti\u1ebfp theo, qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/a> (CEM) cho ph\u00e9p c\u00e1c t\u1ed5 ch\u1ee9c c\u00f3 kh\u1ea3 n\u0103ng ph\u1ed1i h\u1ee3p v\u00e0 c\u00e1 nh\u00e2n h\u00f3a to\u00e0n b\u1ed9 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1eeb \u0111\u1ea7u \u0111\u1ebfn cu\u1ed1i, tr\u00ean quy m\u00f4, tr\u00ean b\u1ea5t k\u1ef3 k\u00eanh n\u00e0o theo th\u1eddi gian th\u1ef1c.<\/span><\/p>\n

\"15<\/p>\n

C\u00e1c s\u1ed1 li\u1ec7u th\u1ed1ng k\u00ea sau \u0111\u00e2y \u0111\u01b0a ra quan \u0111i\u1ec3m v\u1ec1 t\u1ea7m quan tr\u1ecdng c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi s\u1ef1 th\u00e0nh c\u00f4ng trong t\u01b0\u01a1ng lai c\u1ee7a c\u00f4ng ty.<\/span><\/p>\n

    \n
  1. H\u01a1n 80% c\u00e1c t\u1ed5 ch\u1ee9c d\u1ef1 ki\u1ebfn \u200b\u200bs\u1ebd c\u1ea1nh tranh ch\u1ee7 y\u1ebfu d\u1ef1a tr\u00ean tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng trong n\u0103m nay (<\/span>Ngu\u1ed3n: Gartner<\/i><\/b>)<\/span><\/li>\n
  2. C\u00e1c c\u00f4ng ty d\u1eabn \u0111\u1ea7u v\u1ec1 kinh nghi\u1ec7m trong kinh doanh c\u00f3 nh\u1eadn th\u1ee9c v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u cao h\u01a1n 1,6 l\u1ea7n, s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a nh\u00e2n vi\u00ean cao h\u01a1n 1,5 l\u1ea7n v\u00e0 gi\u00e1 tr\u1ecb \u0111\u01a1n h\u00e0ng trung b\u00ecnh cao h\u01a1n 1,9 l\u1ea7n. C\u00e1c doanh nghi\u1ec7p d\u1eabn \u0111\u1ea7u v\u1ec1 kinh nghi\u1ec7m c\u0169ng c\u00f3 t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng cao h\u01a1n 1,7 l\u1ea7n, l\u1ee3i t\u1ee9c chi ti\u00eau 1,9 l\u1ea7n v\u00e0 t\u1ef7 l\u1ec7 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng cao h\u01a1n 1,6 l\u1ea7n <\/span>(Ngu\u1ed3n: Forrester)<\/i><\/b><\/li>\n
  3. Trong m\u1ed9t cu\u1ed9c kh\u1ea3o s\u00e1t c\u00e1c tr\u01b0\u1edfng nh\u00f3m c\u00f3 kinh nghi\u1ec7m l\u00e0m vi\u1ec7c v\u1edbi kh\u00e1ch h\u00e0ng, 100% s\u1ed1 ng\u01b0\u1eddi \u0111\u01b0\u1ee3c h\u1ecfi \u0111\u1ed3ng \u00fd r\u1eb1ng qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 th\u00e0nh c\u00f4ng m\u00e0 kh\u00f4ng c\u1ea7n nh\u00e2n vi\u00ean tham gia <\/span>(<\/span><\/i>Ngu\u1ed3n: Customer Think<\/i><\/b>)<\/span><\/i><\/li>\n
  4. Trong c\u00f9ng m\u1ed9t nghi\u00ean c\u1ee9u, 97% c\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o nh\u00f3m tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u00e3 \u0111\u1ed3ng \u00fd r\u1eb1ng qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c kinh doanh \u0111\u1ec3 t\u1ea1o m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng trung th\u00e0nh v\u00e0 89% cho bi\u1ebft n\u00f3 bao g\u1ed3m b\u1ea5t k\u1ef3 n\u1ed7 l\u1ef1c n\u00e0o \u0111\u1ec3 c\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng <\/span>(Ngu\u1ed3n: Customer Think)<\/i><\/b><\/li>\n
  5. 52% c\u00e1c chuy\u00ean gia tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tin r\u1eb1ng qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng y\u00eau c\u1ea7u m\u1ed9t gi\u00e1m \u0111\u1ed1c c\u00f3 kinh nghi\u1ec7m l\u00e0m vi\u1ec7c v\u1edbi kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o s\u1ef1 th\u00e0nh c\u00f4ng (<\/span>Ngu\u1ed3n: Customer Think)<\/i><\/b><\/li>\n
  6. C\u00e1c t\u1ed5 ch\u1ee9c t\u1ef1 ph\u00e2n lo\u1ea1i m\u00ecnh l\u00e0 m\u1ed9t ng\u01b0\u1eddi r\u1ea5t ti\u1ebfn b\u1ed9 v\u1ec1 kinh nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng, g\u1ea7n nh\u01b0 g\u1ea5p ba l\u1ea7n so v\u1edbi c\u00e1c \u0111\u1ed3ng nghi\u1ec7p c\u1ee7a h\u1ecd \u0111\u00e3 v\u01b0\u1ee3t qu\u00e1 m\u1ee5c ti\u00eau kinh doanh h\u00e0ng \u0111\u1ea7u n\u0103m 2018 c\u1ee7a h\u1ecd b\u1eb1ng m\u1ed9t m\u1ee9c ch\u00eanh l\u1ec7ch \u0111\u00e1ng k\u1ec3. (Ngu\u1ed3n: B\u00e1o c\u00e1o xu h\u01b0\u1edbng k\u1ef9 thu\u1eadt s\u1ed1 Adobe)<\/span><\/li>\n
  7. C\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u00f3 kh\u1ea3 n\u0103ng cao g\u1ea5p b\u1ed1n l\u1ea7n r\u01b0\u1ee1i so v\u1edbi c\u00e1c c\u00f4ng ty kh\u00e1c \u0111\u1ec3 c\u00f3 m\u1ed9t kho c\u00f4ng ngh\u1ec7 d\u1ef1a tr\u00ean \u0111\u00e1m m\u00e2y t\u00edch h\u1ee3p cao (32% so v\u1edbi 7%) \u0111\u1ec3 th\u00fac \u0111\u1ea9y c\u00e1c chi\u1ebfn l\u01b0\u1ee3c qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd. V\u00e0 c\u00e1c c\u00f4ng ty c\u00f3 m\u1ed9t ng\u0103n x\u1ebfp c\u00f4ng ngh\u1ec7 th\u1ed1ng nh\u1ea5t c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng h\u01a1n 131% so v\u1edbi c\u00e1c m\u1ee5c ti\u00eau kinh doanh h\u00e0ng \u0111\u1ea7u n\u0103m 2018 c\u1ee7a h\u1ecd (30% so v\u1edbi 13%). (Ngu\u1ed3n: B\u00e1o c\u00e1o xu h\u01b0\u1edbng k\u1ef9 thu\u1eadt s\u1ed1 Adobe)<\/span><\/li>\n
  8. M\u1ed9t n\u1eeda s\u1ed1 th\u01b0\u01a1ng hi\u1ec7u cho bi\u1ebft h\u1ecd \u0111ang l\u00ean k\u1ebf ho\u1ea1ch t\u0103ng chi ti\u00eau c\u00f4ng ngh\u1ec7 li\u00ean quan \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0o n\u0103m 2019. (Ngu\u1ed3n: B\u00e1o c\u00e1o xu h\u01b0\u1edbng k\u1ef9 thu\u1eadt s\u1ed1 Adobe)<\/span><\/li>\n
  9. \u0110\u1ec3 th\u1ef1c hi\u1ec7n c\u00e1c m\u1ee5c ti\u00eau qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd, 55% c\u00e1c nh\u00e0 ti\u1ebfp th\u1ecb \u0111ang \u01b0u ti\u00ean ph\u00e2n kh\u00fac \u0111\u1ed1i t\u01b0\u1ee3ng v\u00e0 nh\u1eafm m\u1ee5c ti\u00eau hi\u1ec7u qu\u1ea3 h\u01a1n. (Ngu\u1ed3n: B\u00e1o c\u00e1o xu h\u01b0\u1edbng k\u1ef9 thu\u1eadt s\u1ed1 Adobe)<\/span><\/li>\n
  10. 85% ng\u01b0\u1eddi ti\u00eau d\u00f9ng s\u1eb5n s\u00e0ng tr\u1ea3 nhi\u1ec1u ti\u1ec1n h\u01a1n cho tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi. Tr\u00ean th\u1ef1c t\u1ebf, \u0111\u1ebfn n\u0103m 2020, tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd v\u01b0\u1ee3t qua gi\u00e1 c\u1ea3 v\u00e0 s\u1ea3n ph\u1ea9m v\u1edbi t\u01b0 c\u00e1ch l\u00e0 \u0111i\u1ec3m kh\u00e1c bi\u1ec7t ch\u00ednh c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u. (Ngu\u1ed3n: Walker)<\/span><\/li>\n
  11. Ng\u01b0\u1eddi ti\u00eau d\u00f9ng c\u00f3 k\u1ebft n\u1ed1i c\u1ea3m x\u00fac v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u00f3 gi\u00e1 tr\u1ecb tr\u1ecdn \u0111\u1eddi cao h\u01a1n 306%, \u1edf l\u1ea1i v\u1edbi th\u01b0\u01a1ng hi\u1ec7u trung b\u00ecnh 5,1 n\u0103m so v\u1edbi 3,4 n\u0103m v\u00e0 s\u1ebd gi\u1edbi thi\u1ec7u c\u00e1c th\u01b0\u01a1ng hi\u1ec7u v\u1edbi t\u1ef7 l\u1ec7 cao h\u01a1n nhi\u1ec1u (71% so v\u1edbi 45%) . (Ngu\u1ed3n: Motista)<\/span><\/li>\n
  12. Kh\u00e1ch h\u00e0ng trung th\u00e0nh, nh\u1eefng ng\u01b0\u1eddi \u1ee7ng h\u1ed9 m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u theo th\u1eddi gian, chi ti\u00eau nhi\u1ec1u h\u01a1n 67% so v\u1edbi kh\u00e1ch h\u00e0ng m\u1edbi. (Ngu\u1ed3n: Edelman)<\/span><\/li>\n
  13. Nh\u1eefng kh\u00e1ch h\u00e0ng \u0111\u00e3 c\u00f3 tr\u1ea3i nghi\u1ec7m kh\u00f3 ch\u1ecbu tr\u00ean m\u1ed9t trang web th\u01b0\u01a1ng hi\u1ec7u c\u00f3 kh\u1ea3 n\u0103ng quay l\u1ea1i \u00edt h\u01a1n 88%. (Ngu\u1ed3n: Clicktale)<\/span><\/li>\n
  14. S\u00e1u m\u01b0\u01a1i m\u1ed1t ph\u1ea7n tr\u0103m ng\u01b0\u1eddi d\u00f9ng kh\u00f4ng c\u00f3 kh\u1ea3 n\u0103ng quay l\u1ea1i trang web di \u0111\u1ed9ng m\u00e0 h\u1ecd g\u1eb7p kh\u00f3 kh\u0103n khi truy c\u1eadp v\u00e0 thay v\u00e0o \u0111\u00f3, 40% cu\u1ed1i c\u00f9ng truy c\u1eadp v\u00e0o trang web c\u1ee7a \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh. (Ngu\u1ed3n: McKinsey & Co.)<\/span><\/li>\n
  15. C\u00e1c c\u00f4ng ty c\u00f3 chi\u1ebfn l\u01b0\u1ee3c t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng \u0111a k\u00eanh m\u1ea1nh m\u1ebd gi\u1eef l\u1ea1i trung b\u00ecnh 89% kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd, so v\u1edbi 33% cho c\u00e1c c\u00f4ng ty c\u00f3 chi\u1ebfn l\u01b0\u1ee3c k\u00eanh omni y\u1ebfu. (Ngu\u1ed3n: t\u1eadp \u0111o\u00e0n Aberdeen)<\/span><\/li>\n<\/ol>\n

    \u00a0<\/span><\/p>\n

     <\/p>\n","protected":false},"excerpt":{"rendered":"

    \u201cTr\u1ea3i nghi\u1ec7m Kh\u00e1ch h\u00e0ng\u201d \u0111\u00e3 \u0111\u1ebfn g\u1ea7n h\u01a1n bao gi\u1edd h\u1ebft v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n. G\u1ea7n \u0111\u1ebfn n\u1ed7i b\u1ea1n n\u00f3i v\u1edbi h\u1ecd nh\u1eefng g\u00ec h\u1ecd c\u1ea7n tr\u01b0\u1edbc khi h\u1ecd nh\u1eadn ra \u0111i\u1ec1u \u0111\u00f3. C\u00e1c nghi\u00ean c\u1ee9u v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng cho th\u1ea5y c\u00e1c c\u00f4ng ty c\u00f3 kinh nghi\u1ec7m kinh doanh \u0111ang v\u01b0\u1ee3t […]\n","protected":false},"author":1,"featured_media":3678,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_lock_modified_date":false,"footnotes":""},"categories":[11],"tags":[232],"class_list":["post-3677","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\/2019\/06\/15-su-that-ve-trai-nghiem-khach-hang-1-1.jpg","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/3677"}],"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=3677"}],"version-history":[{"count":0,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/3677\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/3678"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=3677"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=3677"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=3677"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}