{"id":3716,"date":"2019-08-02T08:32:23","date_gmt":"2019-08-02T08:32:23","guid":{"rendered":"https:\/\/miraway-cetm.com\/?p=3716"},"modified":"2019-08-02T08:32:23","modified_gmt":"2019-08-02T08:32:23","slug":"trai-nghiem-khach-hang-tac-dong-den-loi-nhuan-cua-cong-ty-nhu-the-nao","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/trai-nghiem-khach-hang-tac-dong-den-loi-nhuan-cua-cong-ty-nhu-the-nao\/","title":{"rendered":"Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u00e1c \u0111\u1ed9ng \u0111\u1ebfn l\u1ee3i nhu\u1eadn c\u1ee7a c\u00f4ng ty nh\u01b0 th\u1ebf n\u00e0o?"},"content":{"rendered":"<h2><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-3720\" src=\"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2019\/08\/Trai-nghiem-khach-hang-tac-dong-den-loi-nhuan-cua-cong-ty-nhu-the-nao.png\" alt=\"Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u00e1c \u0111\u1ed9ng \u0111\u1ebfn l\u1ee3i nhu\u1eadn c\u1ee7a c\u00f4ng ty nh\u01b0 th\u1ebf n\u00e0o?\" width=\"650\" height=\"313\" \/><\/h2>\n<h2><span style=\"font-size: 85%\"><strong>Kh\u00e1i ni\u1ec7m.<\/strong><\/span><\/h2>\n<p>C\u00e1c doanh nghi\u1ec7p th\u00e0nh c\u00f4ng th\u01b0\u1eddng c\u00f3 nh\u1eefng \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh th\u00f4ng qua s\u1ef1 tham gia v\u00e0 tr\u1ea3i nghi\u1ec7m b\u1eb1ng c\u00e1ch t\u1ea1o n\u00ean c\u00e1c gi\u00e1 tr\u1ecb c\u00f3 t\u00ednh c\u00e1 nh\u00e2n h\u00f3a cho t\u1eebng kh\u00e1ch h\u00e0ng. Theo \u0111\u00f3, kh\u00e1i ni\u1ec7m v\u1ec1 <a href=\"https:\/\/miraway.vn\/\">tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/a> l\u00e0 s\u1ef1 t\u1ed5ng h\u1ee3p c\u1ee7a t\u1ea5t c\u1ea3 nh\u1eefng kinh nghi\u1ec7m m\u1ed9t kh\u00e1ch h\u00e0ng c\u00f3 v\u1edbi m\u1ed9t nh\u00e0 cung c\u1ea5p h\u00e0ng ho\u00e1, d\u1ecbch v\u1ee5, trong th\u1eddi gian h\u1ecd s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 c\u1ee7a nh\u00e0 cung c\u1ea5p. Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c xem l\u00e0 s\u1ef1 t\u01b0\u01a1ng t\u00e1c gi\u1eefa t\u1ed5 ch\u1ee9c v\u00e0 kh\u00e1ch h\u00e0ng, v\u00e0 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c \u0111o l\u01b0\u1eddng li\u00ean t\u1ee5c trong su\u1ed1t th\u1eddi gian t\u01b0\u01a1ng t\u00e1c. Khi t\u01b0\u01a1ng t\u00e1c v\u1edbi b\u1ea5t k\u1ef3 m\u1ed9t t\u1ed5 ch\u1ee9c n\u00e0o, trong qu\u00e1 tr\u00ecnh mua h\u00e0ng ho\u00e1 v\u00e0 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u1ec1u nh\u1eadn \u0111\u01b0\u1ee3c m\u1ed9t s\u1ed1 lo\u1ea1i tr\u1ea3i nghi\u1ec7m t\u1eeb t\u00edch c\u1ef1c cho t\u1edbi ti\u00eau c\u1ef1c.<\/p>\n<h2><span style=\"font-size: 85%\"><strong>Ph\u00e2n lo\u1ea1i.<\/strong><\/span><\/h2>\n<p>Nh\u00f3m tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c chia th\u00e0nh n\u0103m lo\u1ea1i, \u0111\u00f3 l\u00e0 c\u1ea3m gi\u00e1c (sense), c\u1ea3m nh\u1eadn (feel), suy ngh\u0129 (think), h\u00e0nh \u0111\u1ed9ng (act) v\u00e0 li\u00ean h\u1ec7 (relate), c\u1ee5 th\u1ec3 nh\u01b0 sau:<\/p>\n<ul>\n<li>Tr\u1ea3i nghi\u1ec7m v\u1ec1 c\u1ea3m gi\u00e1c l\u00e0 nh\u1eefng tr\u1ea3i nghi\u1ec7m c\u00f3 \u0111\u01b0\u1ee3c t\u1eeb n\u0103m gi\u00e1c quan, \u0111\u01b0\u1ee3c t\u1ea1o ra th\u00f4ng qua c\u00e1c tr\u1ea3i nghi\u1ec7m t\u1eeb th\u1ecb gi\u00e1c, kh\u1ee9u gi\u00e1c, x\u00fac gi\u00e1c, v\u1ecb gi\u00e1c v\u00e0 th\u00ednh gi\u00e1c.<\/li>\n<li>Tr\u1ea3i nghi\u1ec7m v\u1ec1 c\u1ea3m nh\u1eadn l\u00e0 s\u1ef1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 m\u1eb7t c\u1ea3m x\u00fac. T\u00e2m tr\u1ea1ng t\u00edch c\u1ef1c li\u00ean k\u1ebft kh\u00e1ch h\u00e0ng v\u1edbi m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n th\u00f4ng qua nh\u1eefng c\u1ea3m x\u00fac m\u1ea1nh m\u1ebd c\u1ee7a ni\u1ec1m vui v\u00e0 ni\u1ec1m t\u1ef1 h\u00e0o v\u1ec1 vi\u1ec7c s\u1eed d\u1ee5ng th\u01b0\u01a1ng hi\u1ec7u \u0111\u00f3.<\/li>\n<li>Tr\u1ea3i nghi\u1ec7m suy ngh\u0129 l\u00e0 nh\u1eefng tr\u1ea3i nghi\u1ec7m t\u1ea1o ra gi\u00e1 tr\u1ecb cho kh\u00e1ch h\u00e0ng th\u00f4ng qua nh\u1eefng suy ngh\u0129 m\u1ed9t c\u00e1ch s\u00e1ng t\u1ea1o.<\/li>\n<li>Tr\u1ea3i nghi\u1ec7m h\u00e0nh \u0111\u1ed9ng l\u00e0 nh\u1eefng tr\u1ea3i nghi\u1ec7m c\u00f3 \u0111\u01b0\u1ee3c, t\u00e1c \u0111\u1ed9ng th\u00f4ng qua h\u00e0nh vi v\u00e0 l\u1ed1i s\u1ed1ng, gi\u00e1 tr\u1ecb t\u1ea1o cho kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 s\u1ef1 thay \u0111\u1ed5i v\u1ec1 l\u1ed1i s\u1ed1ng v\u00e0 phong c\u00e1ch kinh doanh.<\/li>\n<li>Tr\u1ea3i nghi\u1ec7m li\u00ean h\u1ec7 l\u00e0 nh\u1eefng tr\u1ea3i ngh\u1ecb\u00eam mang t\u00ednh kinh nghi\u1ec7m x\u00e3 h\u1ed9i. N\u00f3 t\u1ea1o ra gi\u00e1 tr\u1ecb cho kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch cung c\u1ea5p m\u1ed9t b\u1ea3n s\u1eafc x\u00e3 h\u1ed9i v\u00e0 \u00fd th\u1ee9c v\u1ec1 s\u1ef1 li\u00ean k\u1ebft x\u00e3 h\u1ed9i.<\/li>\n<\/ul>\n<h2><span style=\"font-size: 85%\"><b>Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u00e1c \u0111\u1ed9ng \u0111\u1ebfn l\u1ee3i nhu\u1eadn c\u1ee7a c\u00f4ng ty nh\u01b0 th\u1ebf n\u00e0o?<\/b><\/span><\/h2>\n<p><span style=\"font-weight: 400\">&#8211; 74% ng\u01b0\u1eddi ti\u00eau d\u00f9ng \u0111\u00e3 chi ti\u00eau nhi\u1ec1u h\u01a1n do d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t.<\/span><\/p>\n<p><span style=\"font-weight: 400\">&#8211; Ba trong b\u1ed1n ng\u01b0\u1eddi ti\u00eau d\u00f9ng \u0111\u00e3 chi nhi\u1ec1u h\u01a1n cho m\u1ed9t doanh nghi\u1ec7p do l\u1ecbch s\u1eed d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t.<\/span><\/p>\n<p><span style=\"font-weight: 400\">&#8211; C\u00e1c c\u00f4ng ty c\u00f3 tr\u1ea3i nghi\u1ec7m v\u1ec1 ch\u01b0\u01a1ng tr\u00ecnh ch\u0103m s\u00f3c x\u00e3 h\u1ed9i m\u1ee9c t\u0103ng 7,5% YoY (ch\u1ec9 s\u1ed1 t\u0103ng tr\u01b0\u1edfng so v\u1edbi c\u00f9ng k\u1ef3 n\u0103m ngo\u00e1i) trong vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, trong khi nh\u1eefng c\u00f4ng ty kh\u00f4ng c\u00f3 ch\u01b0\u01a1ng tr\u00ecnh n\u00e0y ch\u1ec9 t\u0103ng 2,9%.<\/span><\/p>\n<p><span style=\"font-weight: 400\">&#8211; 86% ng\u01b0\u1eddi mua s\u1ebd tr\u1ea3 nhi\u1ec1u ti\u1ec1n h\u01a1n cho tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n, nh\u01b0ng ch\u1ec9 1% kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y r\u1eb1ng c\u00e1c nh\u00e0 cung c\u1ea5p lu\u00f4n \u0111\u00e1p \u1ee9ng mong \u0111\u1ee3i c\u1ee7a h\u1ecd.<\/span><\/p>\n<p>&#8211; 32% ng\u01b0\u1eddi ti\u00eau d\u00f9ng n\u00f3i h\u1ecd s\u1ebd r\u1eddi kh\u1ecfi th\u01b0\u01a1ng hi\u1ec7u m\u00e0 h\u1ecd y\u00eau th\u00edch ch\u1ec9 ngay sau m\u1ed9t tr\u1ea3i nghi\u1ec7m t\u1ed3i t\u1ec7 (Theo b\u00e1o c\u00e1o kh\u1ea3o s\u00e1t c\u1ee7a PWC to\u00e0n c\u1ea7u v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng 2017-2018)<\/p>\n<p><span style=\"font-weight: 400\">&#8211; Khi c\u00e1c c\u00f4ng ty quan t\u00e2m v\u00e0 \u0111\u00e1p \u1ee9ng c\u00e1c y\u00eau c\u1ea7u d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng qua ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i th\u00ec nh\u1eefng kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c c\u00f4ng ty quan t\u00e2m ch\u0103m s\u00f3c chi ti\u00eau nhi\u1ec1u h\u01a1n t\u1eeb 20% \u0111\u1ebfn 40% cho c\u00f4ng ty so v\u1edbi c\u00e1c kh\u00e1ch h\u00e0ng kh\u00e1c.<\/span><\/p>\n<p><span style=\"font-weight: 400\">&#8211; 78% ng\u01b0\u1eddi ti\u00eau d\u00f9ng \u0111\u00e3 kh\u00f4ng th\u1ef1c hi\u1ec7n mua h\u00e0ng nh\u01b0 d\u1ef1 ki\u1ebfn v\u00ec tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 k\u00e9m.<\/span><\/p>\n<p><span style=\"font-weight: 400\">&#8211; C\u00e1c th\u01b0\u01a1ng hi\u1ec7u Hoa K\u1ef3 m\u1ea5t kho\u1ea3ng 41 t\u1ef7 \u0111\u00f4 la m\u1ed7i n\u0103m do d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng k\u00e9m.<\/span><\/p>\n<p><span style=\"font-weight: 400\">&#8211; \u00dd ki\u1ebfn c\u1ee7a nh\u1eefng ng\u01b0\u1eddi tham gia c\u1ed9ng \u0111\u1ed3ng x\u00e3 h\u1ed9i \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng\u00a0 c\u1ee7a 74% ng\u01b0\u1eddi mua h\u00e0ng tr\u1ef1c tuy\u1ebfn.<\/span><\/p>\n<p>Xem th\u00eam b\u00e0i vi\u1ebft: <a href=\"https:\/\/miraway.vn\/blog\/quan-tri-trai-nghiem-khach-hang-giai-phap-toi-uu-de-phat-trien-doanh-nghiep-ben-vung\/\">Qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng &#8211; Gi\u1ea3i ph\u00e1p t\u1ed1i \u01b0u \u0111\u1ec3 ph\u00e1t tri\u1ec3n doanh nghi\u1ec7p b\u1ec1n v\u1eefng<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Kh\u00e1i ni\u1ec7m. C\u00e1c doanh nghi\u1ec7p th\u00e0nh c\u00f4ng th\u01b0\u1eddng c\u00f3 nh\u1eefng \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh th\u00f4ng qua s\u1ef1 tham gia v\u00e0 tr\u1ea3i nghi\u1ec7m b\u1eb1ng c\u00e1ch t\u1ea1o n\u00ean c\u00e1c gi\u00e1 tr\u1ecb c\u00f3 t\u00ednh c\u00e1 nh\u00e2n h\u00f3a cho t\u1eebng kh\u00e1ch h\u00e0ng. Theo \u0111\u00f3, kh\u00e1i ni\u1ec7m v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 s\u1ef1 t\u1ed5ng h\u1ee3p c\u1ee7a [&#8230;]\n","protected":false},"author":1,"featured_media":3720,"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-3716","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\/08\/Trai-nghiem-khach-hang-tac-dong-den-loi-nhuan-cua-cong-ty-nhu-the-nao-1.png","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/3716"}],"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=3716"}],"version-history":[{"count":0,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/3716\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/3720"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=3716"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=3716"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=3716"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}