{"id":8733,"date":"2021-01-26T09:28:22","date_gmt":"2021-01-26T09:28:22","guid":{"rendered":"https:\/\/miraway-cetm.com\/?p=5064"},"modified":"2021-01-26T09:28:22","modified_gmt":"2021-01-26T09:28:22","slug":"lay-khach-hang-lam-trung-tam-customer-centric-la-gi","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/lay-khach-hang-lam-trung-tam-customer-centric-la-gi\/","title":{"rendered":"L\u1ea5y Kh\u00e1ch H\u00e0ng L\u00e0m Trung T\u00e2m &#8211; Customer Centric  L\u00e0 G\u00ec?"},"content":{"rendered":"<p>Customer-Centric c\u00f3 ngh\u0129a l\u00e0 l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u0111\u1ec3 s\u00e1ng t\u1ea1o ra c\u00e1c s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 nh\u1eb1m mang \u0111\u1ebfn nh\u1eefng tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi nh\u1ea5t cho kh\u00e1ch h\u00e0ng. M\u1ed9t c\u00f4ng ty l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u0111\u00f2i h\u1ecfi nhi\u1ec1u h\u01a1n l\u00e0 vi\u1ec7c cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t.<\/p>\n<p>B\u00e1o c\u00e1o c\u1ee7a Bain &amp; Company v\u1ec1 kho\u1ea3ng c\u00e1ch cung c\u1ea5p d\u1ecbch v\u1ee5 cho th\u1ea5y 80% c\u00e1c c\u00f4ng ty m\u00e0 h\u1ecd kh\u1ea3o s\u00e1t tin r\u1eb1ng h\u1ecd cung c\u1ea5p &#8220;tr\u1ea3i nghi\u1ec7m cao c\u1ea5p&#8221; cho kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd, nh\u01b0ng kh\u00e1ch h\u00e0ng m\u00e0 h\u1ecd kh\u1ea3o s\u00e1t cho bi\u1ebft ch\u1ec9 c\u00f3 8% c\u00f4ng ty th\u1ef1c s\u1ef1 l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u \u0111\u00f3.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-8410\" src=\"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2021\/01\/lay-khach-hang-lam-trung-tam-1.jpg\" alt=\"l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m\" width=\"650\" height=\"434\" \/><\/p>\n<h2><span style=\"font-size: 80%\"><strong>1. L\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m l\u00e0 g\u00ec?<\/strong><\/span><\/h2>\n<p>L\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m (Customer Centric) l\u00e0 chi\u1ebfn l\u01b0\u1ee3c kinh doanh d\u1ef1a tr\u00ean vi\u1ec7c \u0111\u1eb7t kh\u00e1ch h\u00e0ng l\u00ean h\u00e0ng \u0111\u1ea7u v\u00e0 xem h\u1ecd l\u00e0 c\u1ed1t l\u00f5i c\u1ee7a doanh nghi\u1ec7p \u0111\u1ec3 mang l\u1ea1i tr\u1ea3i nghi\u1ec7m t\u1ed1t nh\u1ea5t cho kh\u00e1ch h\u00e0ng.<\/p>\n<p>Khi b\u1ea1n \u0111\u1eb7t kh\u00e1ch h\u00e0ng l\u00e0m tr\u1ecdng t\u00e2m c\u1ee7a doanh nghi\u1ec7p v\u00e0 k\u1ebft h\u1ee3p n\u00f3 v\u1edbi h\u1ec7 th\u1ed1ng CRM, b\u1ea1n s\u1ebd thu th\u1eadp \u0111\u01b0\u1ee3c v\u00f4 s\u1ed1 d\u1eef li\u1ec7u, cung c\u1ea5p cho doanh nghi\u1ec7p c\u00e1i nh\u00ecn t\u1ed5ng qu\u00e1t, \u0111\u1ea7y \u0111\u1ee7 v\u1ec1 kh\u00e1ch h\u00e0ng. Sau \u0111\u00f3, d\u1eef li\u1ec7u n\u00e0y c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng cho c\u00e1c chi\u1ebfn l\u01b0\u1ee3c n\u00e2ng cao <a href=\"https:\/\/miraway.vn\/\">tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng<\/a>.<\/p>\n<p>V\u00ed d\u1ee5 nh\u01b0:<\/p>\n<ul>\n<li>B\u1ea1n c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng \u0111\u1ec3 hi\u1ec3u h\u00e0nh vi mua s\u1eafm, s\u1edf th\u00edch v\u00e0 m\u1ee9c \u0111\u1ed9 t\u01b0\u01a1ng t\u00e1c c\u1ee7a h\u1ecd<\/li>\n<li>B\u1ea1n c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c th\u1eddi \u0111i\u1ec3m ph\u00f9 h\u1ee3p \u0111\u1ec3 t\u1ea1o s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u00e0 khuy\u1ebfn m\u1ea1i cho nh\u1eefng kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t c\u1ee7a m\u00ecnh<\/li>\n<li>B\u1ea1n c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean nh\u1eefng ng\u01b0\u1eddi chi ti\u00eau nhi\u1ec1u nh\u1ea5t<\/li>\n<\/ul>\n<p>Nghi\u00ean c\u1ee9u c\u1ee7a Deloitte and Touche nh\u1eadn th\u1ea5y r\u1eb1ng c\u00e1c c\u00f4ng ty l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m c\u00f3 l\u1ee3i nhu\u1eadn cao h\u01a1n 60% so v\u1edbi c\u00e1c c\u00f4ng ty kh\u00f4ng t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng.<\/p>\n<h2><span style=\"font-size: 80%\"><strong>2. L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 tr\u1edf th\u00e0nh m\u1ed9t doanh nghi\u1ec7p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m.<\/strong><\/span><\/h2>\n<p>Chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m b\u1eaft \u0111\u1ea7u b\u1eb1ng c\u00e1ch t\u1eadp trung v\u00e0o nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng c\u1ea7n v\u00e0 c\u00e1ch m\u00e0 h\u1ecd mu\u1ed1n t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p c\u1ee7a b\u1ea1n. B\u1eb1ng c\u00e1ch x\u00e2y d\u1ef1ng doanh nghi\u1ec7p theo quan \u0111i\u1ec3m c\u1ee7a kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u1ee7a b\u1ea1n s\u1ebd c\u00f3 th\u1ec3 \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 mang \u0111\u1ebfn nh\u1eefng tr\u1ea3i nghi\u1ec7m t\u1ed1t nh\u1ea5t cho h\u1ecd.<\/p>\n<p>\u0110\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c \u0111i\u1ec1u n\u00e0y c\u00e1c doanh nghi\u1ec7p c\u1ea7n l\u01b0u \u00fd.<\/p>\n<p><em><strong>\u0110\u00e0o t\u1ea1o \u0111\u1ed9i ng\u0169 nh\u00e2n vi\u00ean v\u1ec1 ki\u1ebfn th\u1ee9c tr\u1ea3i nghi\u1ec7m:<\/strong><\/em> Nh\u00e2n vi\u00ean l\u00e0 nh\u1eefng ng\u01b0\u1eddi l\u00e0m vi\u1ec7c tr\u1ef1c ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng, h\u1ecd s\u1ebd l\u00e0 ng\u01b0\u1eddi truy\u1ec1n t\u1ea3i chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m c\u1ee7a doanh nghi\u1ec7p. V\u00ec v\u1eady h\u00e3y t\u1eadp trung v\u00e0o vi\u1ec7c tuy\u1ec3n ch\u1ecdn v\u00e0 \u0111\u00e0o t\u1ea1o nh\u00e2n vi\u00ean hi\u1ec3u r\u00f5 chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m v\u00e0 t\u1ea7m quan tr\u1ecdng c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ea1i doanh nghi\u1ec7p<\/p>\n<p><em><strong>\u0110\u1eb7t m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng l\u00ean h\u00e0ng \u0111\u1ea7u:<\/strong><\/em> Kh\u00e1ch h\u00e0ng kh\u00f4ng ph\u1ea3i l\u00e0 nh\u1eefng con s\u1ed1 \u0111\u1ec3 \u0111o l\u01b0\u1eddng v\u00e0 ph\u00e2n t\u00edch trong b\u00e1o c\u00e1o k\u1ebft qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng doanh thu. H\u1ecd l\u00e0 nh\u1eefng t\u00e0i s\u1ea3n quan tr\u1ecdng nh\u1ea5t c\u1ee7a doanh nghi\u1ec7p, l\u00e0 ng\u01b0\u1eddi s\u1ebd \u0111\u01b0\u1ee3c h\u01b0\u1edfng l\u1ee3i r\u1ea5t nhi\u1ec1u khi b\u1ea1n thi\u1ebft l\u1eadp m\u1ed1i quan h\u1ec7 \u0111\u00f4i b\u00ean c\u00f9ng c\u00f3 l\u1ee3i.<\/p>\n<p><em><strong>D\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng:<\/strong> <\/em>Vi\u1ec7c \u00e1p d\u1ee5ng chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m y\u00eau c\u1ea7u quy\u1ec1n truy c\u1eadp v\u00e0o d\u1eef li\u1ec7u v\u00e0 th\u00f4ng tin chi ti\u1ebft c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 nh\u1eefng g\u00ec h\u1ecd mong mu\u1ed1n. T\u1eeb \u0111\u00f3 s\u1ebd c\u00f3 c\u00e1i nh\u00ecn t\u1ed5ng quan v\u1ec1 kh\u00e1ch h\u00e0ng v\u00e0 mang l\u1ea1i tr\u1ea3i nghi\u1ec7m t\u1ed1t h\u01a1n cho h\u1ecd.<\/p>\n<h2><span style=\"font-size: 80%\"><strong>3. C\u00e1ch \u0111\u1ec3 \u0111o l\u01b0\u1eddng s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a doanh nghi\u1ec7p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m.<\/strong><\/span><\/h2>\n<p>Kh\u00f4ng ph\u1ea3i m\u1ecdi t\u1ed5 ch\u1ee9c \u0111\u1ec1u c\u00f3 c\u00f9ng m\u1ed9t s\u1ed1 li\u1ec7u \u0111o l\u01b0\u1eddng th\u00e0nh c\u00f4ng c\u1ee7a chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. Tuy nhi\u00ean 3 ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng quan tr\u1ecdng v\u00e0 ph\u1ed5 bi\u1ebfn nh\u1ea5t c\u1ea7n \u0111\u01b0\u1ee3c l\u01b0u \u00fd l\u00e0: Churn Rate, NPS, CLV.<\/p>\n<h3><span style=\"font-size: 80%\"><em><strong>a. Churn Rate.<\/strong><\/em><\/span><\/h3>\n<p>Churn Rate \u0111\u01b0\u1ee3c hi\u1ec3u l\u00e0 t\u1ef7 l\u1ec7 (ph\u1ea7n tr\u0103m) kh\u00e1ch h\u00e0ng ho\u1eb7c ng\u01b0\u1eddi \u0111\u0103ng k\u00fd c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u \u0111\u00e3 h\u1ee7y hay kh\u00f4ng gia h\u1ea1n \u0111\u0103ng k\u00fd c\u1ee7a h\u1ecd trong m\u1ed9t kho\u1ea3ng th\u1eddi gian nh\u1ea5t \u0111\u1ecbnh.<\/p>\n<p>Churn Rate l\u00e0 m\u1ed9t ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng v\u00f4 c\u00f9ng quan tr\u1ecdng, n\u00f3 s\u1ebd gi\u00fap b\u1ea1n x\u00e1c \u0111\u1ecbnh xem li\u1ec7u kh\u00e1ch h\u00e0ng c\u00f3 h\u00e0i l\u00f2ng v\u1edbi s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 m\u00e0 b\u1ea1n cung c\u1ea5p hay kh\u00f4ng.<br \/>\nNh\u1eefng thay \u0111\u1ed5i \u0111\u1ed9t ng\u1ed9t trong t\u1ef7 l\u1ec7 r\u1eddi \u0111i c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 t\u00edn hi\u1ec7u \u0111\u1ec3 doanh nghi\u1ec7p c\u1ea7n thay \u0111\u1ed5i chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Tr\u00ean th\u1ef1c t\u1ebf, vi\u1ec7c t\u00ecm ki\u1ebfm kh\u00e1ch h\u00e0ng m\u1edbi \u0111ang ng\u00e0y c\u00e0ng tr\u1edf n\u00ean kh\u00f3 kh\u0103n h\u01a1n. N\u00ean t\u1eadp trung \u0111\u1ea7u t\u01b0 v\u00e0o vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t trong nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c ph\u00e1t tri\u1ec3n kinh doanh l\u00e2u d\u00e0i m\u00e0 c\u00e1c doanh nghi\u1ec7p c\u1ea7n \u01b0u ti\u00ean th\u1ef1c hi\u1ec7n.<\/p>\n<h3><span style=\"font-size: 80%\"><em><strong>b. NPS (net promoter score).<\/strong><\/em><\/span><\/h3>\n<p>NPS (net promoter score): ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 m\u1ee9c \u0111\u1ed9 kh\u00e1ch h\u00e0ng s\u1eb5n s\u00e0ng ti\u1ebfp t\u1ee5c s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u00e0 gi\u1edbi thi\u1ec7u cho ng\u01b0\u1eddi th\u00e2n, b\u1ea1n b\u00e8 s\u1eed d\u1ee5ng.<\/p>\n<p>Kh\u1ea3o s\u00e1t NPS kh\u00e1 ng\u1eafn v\u00e0 \u0111\u01a1n gi\u1ea3n \u0111\u1ec3 kh\u00e1ch h\u00e0ng tr\u1ea3 l\u1eddi v\u00e0 r\u1ea5t d\u1ec5 theo d\u00f5i cho c\u00e1c c\u00f4ng ty. NPS bao g\u1ed3m nh\u1eefng c\u00e2u h\u1ecfi \u0111\u01a1n gi\u1ea3n nh\u01b0: &#8221; Kh\u1ea3 n\u0103ng b\u1ea1n s\u1ebd gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 t\u1edbi ng\u01b0\u1eddi th\u00e2n ho\u1eb7c b\u1ea1n b\u00e8 l\u00e0 bao nhi\u00eau?&#8221;. Kh\u00e1ch h\u00e0ng s\u1ebd tr\u1ea3 l\u1eddi tr\u00ean thang \u0111i\u1ec3m t\u1eeb 0-10. N\u1ebfu kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1 t\u1eeb 0-5 \u0111i\u1ec3m th\u00ec h\u1ecd \u0111ang c\u00f3 m\u1ed9t tr\u1ea3i nghi\u1ec7m kh\u00f4ng t\u1ed1t v\u00e0 c\u00f3 th\u1ec3 r\u1eddi b\u1ecf doanh nghi\u1ec7p n\u1ebfu doanh nghi\u1ec7p kh\u00f4ng c\u00f3 h\u00e0nh \u0111\u1ed9ng n\u00e0o \u0111\u1ec3 thay \u0111\u1ed5i, c\u1ee9u v\u00e3n t\u00ecnh th\u1ebf. N\u1ebfu kh\u00e1ch h\u00e0ng cho \u0111i\u1ec3m t\u1eeb 8-10 th\u00ec c\u00f3 ngh\u0129a l\u00e0 h\u1ecd c\u00f3 tr\u1ea3i nghi\u1ec7m t\u1ed1t v\u00e0 h\u1ee9a h\u1eb9n s\u1ebd quay l\u1ea1i, gi\u1edbi thi\u1ec7u cho ng\u01b0\u1eddi th\u00e2n, b\u1ea1n b\u00e8. Nh\u1eefng doanh nghi\u1ec7p c\u00f3 ch\u1ec9 s\u1ed1 NPS cao th\u00ec s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng trung th\u00e0nh c\u1ee7a doanh nghi\u1ec7p c\u00e0ng l\u1edbn v\u00e0 s\u1ef1 t\u0103ng tr\u01b0\u1edfng trong t\u01b0\u01a1ng lai c\u00e0ng \u1ed5n \u0111\u1ecbnh.<\/p>\n<h3><span style=\"font-size: 80%\"><em><strong>c. Gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng (CLV).<\/strong><\/em><\/span><\/h3>\n<p>Gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng (Customer Lifetime Value \u2013 CLV) l\u00e0 gi\u00e1 tr\u1ecb c\u1ee7a m\u1ed9t kh\u00e1ch h\u00e0ng \u0111\u00f3ng g\u00f3p cho c\u00f4ng ty b\u1ea1n trong su\u1ed1t cu\u1ed9c \u0111\u1eddi h\u1ecd. N\u00f3 b\u1eaft \u0111\u1ea7u v\u1edbi l\u1ea7n mua h\u00e0ng \u0111\u1ea7u ti\u00ean c\u1ee7a h\u1ecd v\u00e0 k\u1ebft th\u00fac khi h\u1ecd ng\u1eebng giao d\u1ecbch v\u1edbi doanh nghi\u1ec7p. \u0110\u1ed1i v\u1edbi m\u1ed9t doanh nghi\u1ec7p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m, \u201ct\u00e0i s\u1ea3n\u201d qu\u00fd \u200b\u200bgi\u00e1 nh\u1ea5t ch\u00ednh l\u00e0 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd c\u00f3 \u0111\u01b0\u1ee3c.\u00a0Nh\u1eefng kh\u00e1ch h\u00e0ng c\u00f3 gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi cao l\u00e0 nh\u1eefng kh\u00e1ch h\u00e0ng trung th\u00e0nh \u0111em l\u1ea1i ngu\u1ed3n l\u1ee3i nhu\u1eadn l\u00e2u d\u00e0i v\u00e0 b\u1ec1n v\u1eefng cho doanh nghi\u1ec7p.<\/p>\n<h2><span style=\"font-size: 80%\"><strong>K\u1ebft lu\u1eadn.<\/strong><\/span><\/h2>\n<p>Chuy\u1ec3n \u0111\u1ed5i sang \u0111\u1ecbnh h\u01b0\u1edbng kinh doanh l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m s\u1ebd mang l\u1ea1i nhi\u1ec1u gi\u00e1 tr\u1ecb cho doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n. Lu\u00f4n \u0111\u1eb7t m\u00ecnh v\u00e0o v\u1ecb tr\u00ed c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t s\u1ebd gi\u00fap doanh nghi\u1ec7p t\u0103ng tr\u01b0\u1edfng b\u1ec1n v\u1eefng h\u01a1n trong t\u01b0\u01a1ng lai.<\/p>\n<p>T\u00ecm hi\u1ec3u th\u00eam b\u00e0i vi\u1ebft: <a href=\"https:\/\/miraway.vn\/top-6-xu-huong-cua-cong-nghe-dich-vu-khach-hang-trong-nam-2021\/\">Top 6 Xu H\u01b0\u1edbng C\u1ee7a C\u00f4ng Ngh\u1ec7 D\u1ecbch V\u1ee5 Kh\u00e1ch H\u00e0ng Trong N\u0103m 2021.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer-Centric c\u00f3 ngh\u0129a l\u00e0 l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u0111\u1ec3 s\u00e1ng t\u1ea1o ra c\u00e1c s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 nh\u1eb1m mang \u0111\u1ebfn nh\u1eefng tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi nh\u1ea5t cho kh\u00e1ch h\u00e0ng. M\u1ed9t c\u00f4ng ty l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u0111\u00f2i h\u1ecfi nhi\u1ec1u h\u01a1n l\u00e0 vi\u1ec7c cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t. B\u00e1o [&#8230;]\n","protected":false},"author":1,"featured_media":8410,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_lock_modified_date":false,"footnotes":""},"categories":[1],"tags":[185],"class_list":["post-8733","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-centric","tag-customer-centric"],"featured_image_url":"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2021\/01\/lay-khach-hang-lam-trung-tam-1-1.jpg","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/8733"}],"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=8733"}],"version-history":[{"count":0,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/8733\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/8410"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=8733"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=8733"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=8733"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}