{"id":8945,"date":"2018-08-10T04:07:36","date_gmt":"2018-08-10T04:07:36","guid":{"rendered":"http:\/\/miraway-cetm.com\/?p=2274"},"modified":"2024-05-07T17:46:58","modified_gmt":"2024-05-07T10:46:58","slug":"trai-nghiem-khach-hang","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/trai-nghiem-khach-hang\/","title":{"rendered":"02 \u0110i\u1ec3m Kh\u00e1c Bi\u1ec7t Gi\u1eefa Tr\u1ea3i Nghi\u1ec7m Kh\u00e1ch H\u00e0ng V\u1edbi Tr\u1ea3i Nghi\u1ec7m Ng\u01b0\u1eddi D\u00f9ng?"},"content":{"rendered":"

Tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng (User Experience – UX) v\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/a> (Customer Experience – CX) l\u00e0 hai kh\u00e1i ni\u1ec7m ho\u00e0n to\u00e0n kh\u00e1c nhau nh\u01b0ng c\u1ea7n \u0111\u01b0\u1ee3c ph\u1ed1i h\u1ee3p ch\u1eb7t ch\u1ebd v\u1edbi nhau \u0111\u1ec3 mang t\u1edbi tr\u1ea3i nghi\u1ec7m t\u1ed1t nh\u1ea5t cho ng\u01b0\u1eddi ti\u00eau d\u00f9ng c\u00e1c s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5.<\/em><\/strong><\/p>\n

Trong khi h\u1ea7u h\u1ebft c\u00e1c nh\u00e0 s\u00e1ng t\u1ea1o s\u1ea3n ph\u1ea9m \u0111\u1ec1u c\u00f3 s\u1ee9c \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn UX, h\u1ecd c\u0169ng c\u1ea7n hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 CX. Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u1ea1i di\u1ec7n cho t\u1ea5t c\u1ea3 c\u00e1c b\u01b0\u1edbc m\u00e0 ng\u01b0\u1eddi d\u00f9ng ti\u1ebfp x\u00fac v\u1edbi th\u01b0\u01a1ng hi\u1ec7u, s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty. T\u1eeb kh\u00e2u so s\u00e1nh gi\u00e1 cho \u0111\u1ebfn kh\u00e2u ng\u01b0\u1eddi d\u00f9ng th\u1eed s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m hay g\u1ecdi nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng khi nhu c\u1ea7u c\u1ee7a h\u1ecd ch\u01b0a \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng.<\/p>\n

\u0110\u1ec3 r\u00f5 h\u01a1n t\u1ea1i sao nh\u1eefng am hi\u1ec3u v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 gi\u00fap b\u1ea1n thi\u1ebft k\u1ebf \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng tuy\u1ec7t h\u1ea3o h\u01a1n, h\u00e3y c\u00f9ng l\u1eadt l\u1ea1i c\u1ea3 2 kh\u00e1i ni\u1ec7m n\u00e0y.<\/p>\n

Tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng l\u00e0 g\u00ec?<\/strong><\/span><\/h3>\n

Tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng l\u00e0 nh\u1eefng g\u00ec ng\u01b0\u1eddi d\u00f9ng c\u1ea3m nh\u1eadn \u0111\u01b0\u1ee3c khi s\u1eed d\u1ee5ng m\u1ed9t s\u1ea3n ph\u1ea9m nh\u01b0 website, \u1ee9ng d\u1ee5ng, ph\u1ea7n m\u1ec1m. C\u00e1c chi ti\u1ebft v\u1ec1 thi\u1ebft k\u1ebf giao di\u1ec7n \u2013 nh\u01b0 hi\u1ec7u n\u0103ng, b\u1ed1 c\u1ee5c, c\u1ea5u tr\u00fac d\u00e0n trang, \u0111i\u1ec1u h\u01b0\u1edbng,\u2026\u0111\u1ec1u \u1ea3nh h\u01b0\u1edfng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng, cho d\u00f9 l\u00e0 t\u00edch c\u1ef1c hay ti\u00eau c\u1ef1c.<\/p>\n

M\u1ee5c ti\u00eau c\u1ee7a c\u00e1c UX designer l\u00e0 \u0111\u1ea3m b\u1ea3o c\u00e1c s\u1ea3n ph\u1ea9m gi\u1ea3i quy\u1ebft \u0111\u01b0\u1ee3c v\u1ea5n \u0111\u1ec1 cho ng\u01b0\u1eddi d\u00f9ng m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3 v\u00e0 d\u1ec5 ch\u1ecbu.<\/p>\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/strong><\/span><\/h3>\n

\"\"<\/p>\n

Kh\u00e1c v\u1edbi UX, CX l\u00e0 m\u1ed9t ph\u00e0m tr\u00f9 r\u1ed9ng l\u1edbn h\u01a1n: \u0111\u00f3 l\u00e0 t\u1ea5t c\u1ea3 nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng tr\u1ea3i nghi\u1ec7m qua t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh ti\u1ebfp x\u00fac v\u1edbi th\u01b0\u01a1ng hi\u1ec7u, bao g\u1ed3m c\u1ea3 c\u00e1c s\u1ea3n ph\u1ea9m c\u1ee5 th\u1ec3 nh\u01b0 \u1ee9ng d\u1ee5ng, ph\u1ea7n m\u1ec1m thu\u1ed9c c\u00f9ng m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u \u0111\u00f3.<\/p>\n

C\u1ee5 th\u1ec3 CX ch\u00ednh l\u00e0 c\u00e1ch ng\u01b0\u1eddi d\u00f9ng c\u1ea3m nh\u1eadn v\u1ec1:<\/p>\n

– D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/p>\n

– Qu\u1ea3ng c\u00e1o<\/p>\n

– Uy t\u00edn th\u01b0\u01a1ng hi\u1ec7u<\/p>\n

– Sales process<\/p>\n

– M\u1ee9c gi\u00e1 s\u1ea3n ph\u1ea9m<\/p>\n

– Qu\u00e1 tr\u00ecnh v\u1eadn chuy\u1ec3n s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5<\/p>\n

– Tr\u1ea3i nghi\u1ec7m c\u1ee7a t\u1eebng c\u00e1 nh\u00e2n \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m<\/p>\n

M\u1ee5c ti\u00eau c\u1ee7a c\u00e1c chuy\u00ean vi\u00ean t\u01b0 v\u1ea5n CX l\u00e0 thi\u1ebft k\u1ebf c\u00e1c chi\u1ebfn l\u01b0\u1ee3c kinh doanh d\u1ef1a theo tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 c\u1ee7a ng\u01b0\u1eddi d\u00f9ng \u0111\u1ed1i v\u1edbi th\u01b0\u01a1ng hi\u1ec7u, v\u1edbi ni\u1ec1m ph\u1ea5n kh\u00edch c\u1ee7a ng\u01b0\u1eddi d\u00f9ng \u0111\u01b0\u1ee3c \u01b0u ti\u00ean h\u00e0ng \u0111\u1ea7u.<\/p>\n

S\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa UX v\u00e0 CX.<\/strong><\/span><\/h4>\n

\u0110\u1ec3 ph\u00e2n bi\u1ec7t hai kh\u00e1i ni\u1ec7m n\u00e0y, h\u00e3y c\u00f9ng nh\u00ecn v\u00e0o v\u00ed d\u1ee5 sau:<\/p>\n

UX t\u1ec7 h\u1ea1i nh\u01b0ng CX t\u1ed1t v\u1edbi tr\u1ea3i nghi\u1ec7m<\/strong><\/em><\/span><\/h3>\n

Gi\u1ea3 s\u1eed b\u1ea1n mua m\u1ed9t \u1ee9ng d\u1ee5ng ch\u1ec9nh s\u1eeda \u1ea3nh tr\u00ean App Store. B\u1ea1n mu\u1ed1n d\u00f9ng n\u00f3 b\u1edfi mu\u1ed1n \u0111\u01b0\u1ee3c cung c\u1ea5p c\u00e1c t\u00ednh n\u0103ng ch\u1ec9nh s\u1eeda nh\u01b0 Photoshop tr\u00ean \u0111i\u1ec7n tho\u1ea1i c\u1ee7a m\u00ecnh. Tuy nhi\u00ean, khi b\u1eaft \u0111\u1ea7u s\u1eed d\u1ee5ng \u1ee9ng d\u1ee5ng, b\u1ea1n l\u1ea1i th\u1ea5y giao di\u1ec7n c\u1ee7a n\u00f3 c\u00f3 ph\u1ea7n r\u1ed1i r\u1eafm v\u00e0 kh\u00f3 ch\u1ecbu, th\u1eadm ch\u00ed c\u00f2n r\u1ea5t kh\u00f3 \u0111\u1ec3 t\u00ecm \u0111\u01b0\u1ee3c c\u00e1c t\u00ednh n\u0103ng mong mu\u1ed1n.<\/p>\n

Th\u1eadt may m\u1eafn l\u00e0 b\u1ea1n c\u00f3 th\u1ec3 ph\u1ea3n h\u1ed3i \u0111\u01b0\u1ee3c v\u1edbi b\u00ean ph\u00e1t tri\u1ec3n \u1ee9ng d\u1ee5ng qua c\u00e1c k\u00eanh li\u00ean l\u1ea1c. B\u1ea1n g\u1ecdi \u0111i\u1ec7n v\u00e0 m\u1ed9t nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng tr\u1ea3 l\u1eddi, gi\u1ea3i th\u00edch nhanh ch\u00f3ng, gi\u00fap b\u1ea1n t\u1eebng b\u01b0\u1edbc m\u1ed9t truy c\u1eadp c\u00e1c t\u00ednh n\u0103ng mong mu\u1ed1n. M\u1ecdi th\u1ee9 c\u00f3 v\u1ebb nh\u01b0 \u0111\u00e3 r\u00f5 r\u00e0ng h\u01a1n. Th\u00eam v\u00e0o \u0111\u00f3, b\u1ea1n c\u00f2n \u0111\u01b0\u1ee3c t\u1eb7ng 25 USD s\u1eed d\u1ee5ng mi\u1ec5n ph\u00ed \u0111\u1ec3 b\u00f9 \u0111\u1eafp l\u1ea1i cho s\u1ef1 c\u1ed1 b\u1ea1n g\u1eb7p ph\u1ea3i.<\/p>\n

\u0110\u00e2y ch\u00ednh l\u00e0 m\u1ed9t v\u00ed d\u1ee5 c\u1ee7a UX k\u00e9m nh\u01b0ng CX l\u1ea1i r\u1ea5t t\u1ed1t. Giao di\u1ec7n c\u1ee7a \u1ee9ng d\u1ee5ng kh\u00f4ng \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c nhu c\u1ea7u c\u1ee7a ng\u01b0\u1eddi d\u00f9ng nh\u01b0ng nh\u1eefng tr\u1ea3i nghi\u1ec7m kh\u00e1c c\u1ee7a h\u1ecd v\u1edbi c\u00f4ng ty, th\u01b0\u01a1ng hi\u1ec7u l\u1ea1i t\u1ed1t h\u01a1n v\u00e0 c\u00f3 th\u1ec3 v\u1edbt v\u00e1t l\u1ea1i \u0111\u01b0\u1ee3c.<\/p>\n

\"<\/p>\n

(\u1ea2nh minh h\u1ecda)<\/em><\/p>\n

C\u00f2n d\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t tr\u01b0\u1eddng h\u1ee3p kh\u00e1c:<\/p>\n

UX t\u1ed1t nh\u01b0ng CX k\u00e9m.<\/strong><\/em><\/span><\/h4>\n

H\u00e3y t\u01b0\u1edfng t\u01b0\u1ee3ng b\u1ea1n mu\u1ed1n \u0111\u1eb7t v\u00e9 m\u00e1y bay s\u1edbm. B\u1ea1n \u0111\u1ecbnh download \u1ee9ng d\u1ee5ng c\u1ee7a h\u00e3ng h\u00e0ng kh\u00f4ng \u0111\u1ec3 t\u00ecm mua v\u00e9 ngay tr\u00ean smartphone. Th\u1eadt tuy\u1ec7t l\u00e0 ngay c\u1ea3 khi b\u1ea1n ch\u01b0a t\u1eebng d\u00f9ng n\u00f3, giao di\u1ec7n d\u1ec5 s\u1eed d\u1ee5ng, ch\u1ec9 d\u1eabn v\u00e0 \u0111i\u1ec1u h\u01b0\u1edbng r\u00f5 r\u00e0ng c\u00f9ng v\u1edbi th\u1eddi gian download nhanh ch\u00f3ng \u0111\u00e3 gi\u00fap b\u1ea1n m\u1ea5t ch\u01b0a \u0111\u1ebfn 10 ph\u00fat \u0111\u1ec3 \u0111\u1eb7t \u0111\u01b0\u1ee3c chuy\u1ebfn bay mong mu\u1ed1n.<\/p>\n

Th\u1ebf nh\u01b0ng khi b\u1ea1n t\u1edbi s\u00e2n bay th\u00ec c\u00e2u chuy\u1ec7n l\u1ea1i thay \u0111\u1ed5i 180 \u0111\u1ed9. Qu\u1ea7y check-in thi\u1ebfu ng\u01b0\u1eddi c\u00f2n h\u00e0nh kh\u00e1ch th\u00ec x\u1ebfp h\u00e0ng d\u00e0i d\u1eb1ng d\u1eb7c. Ti\u1ebfp vi\u00ean h\u00e0ng kh\u00f4ng th\u00ec l\u1ea1i thi\u1ebfu th\u00e2n thi\u1ec7n v\u00e0 khi\u1ebfn b\u1ea1n kh\u00e1 kh\u00f3 ch\u1ecbu v\u1edbi c\u00e1ch m\u00e0 h\u1ecd qu\u1eb3ng h\u00e0nh l\u00fd c\u1ee7a b\u1ea1n ra xung quanh. Trong su\u1ed1t chuy\u1ebfn bay, tr\u1ea3i nghi\u1ec7m c\u1ee7a b\u1ea1n c\u0169ng kh\u00f4ng m\u1ea5y d\u1ec5 ch\u1ecbu.<\/p>\n

\u00a0\"<\/p>\n

(\u1ea2nh minh h\u1ecda)<\/em><\/p>\n

Nh\u01b0 v\u1eady, tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng c\u00f3 t\u1ed1t ra sao nh\u01b0ng c\u00e1c d\u1ecbch v\u1ee5 kh\u00e1c l\u1ea1i t\u1ed3i t\u1ec7 th\u00ec kh\u00e1ch h\u00e0ng v\u1eabn s\u1ebd c\u00f3 c\u1ea3m gi\u00e1c h\u1ecd \u0111ang l\u00e3ng ph\u00ed ti\u1ec1n cho m\u1ed9t th\u1ee9 kh\u00f4ng ra g\u00ec. \u0110\u1ec3 l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u1ea7n ph\u1ed1i h\u1ee3p \u0111\u1ed3ng b\u1ed9 c\u1ea3 UX v\u00e0 CX. Kh\u00e1ch h\u00e0ng s\u1ebd kh\u00e1i qu\u00e1t t\u1ea5t c\u1ea3 qu\u00e1 tr\u00ecnh h\u1ecd ti\u1ebfp x\u00fac v\u1edbi s\u1ea3n ph\u1ea9m th\u00e0nh c\u1ea3m x\u00fac c\u1ee7a h\u1ecd v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n v\u00e0 t\u1ed1t nh\u1ea5t h\u00e3y l\u00e0m h\u1ecd h\u00e0i l\u00f2ng \u1edf t\u1eebng quy tr\u00ecnh d\u00f9 l\u00e0 nh\u1ecf nh\u1ea5t.(Ngu\u1ed3n:\u00a0http:\/\/genk.vn)<\/em><\/p>\n

Xem th\u00eam b\u00e0i vi\u1ebft: Miraway tham d\u1ef1 h\u1ed9i th\u1ea3o Banking Vi\u1ec7t Nam 2018\u00a0\u00a0<\/a><\/p>\n

v\u00e0 miraway.vn\u00a0<\/a><\/p>\n

h\u1ec7 th\u1ed1ng x\u1ebfp h\u00e0ng<\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng (User Experience – UX) v\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (Customer Experience – CX) l\u00e0 hai kh\u00e1i ni\u1ec7m ho\u00e0n to\u00e0n kh\u00e1c nhau nh\u01b0ng c\u1ea7n \u0111\u01b0\u1ee3c ph\u1ed1i h\u1ee3p ch\u1eb7t ch\u1ebd v\u1edbi nhau \u0111\u1ec3 mang t\u1edbi tr\u1ea3i nghi\u1ec7m t\u1ed1t nh\u1ea5t cho ng\u01b0\u1eddi ti\u00eau d\u00f9ng c\u00e1c s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5. Trong khi h\u1ea7u h\u1ebft c\u00e1c […]\n","protected":false},"author":1,"featured_media":12996,"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-8945","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\/trainghiemkhachhangkhacgivoitrainghiemnguoidung-1-1.jpg","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/8945"}],"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=8945"}],"version-history":[{"count":4,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/8945\/revisions"}],"predecessor-version":[{"id":15582,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/8945\/revisions\/15582"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/12996"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=8945"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=8945"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=8945"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}