{"id":6511,"date":"2020-08-31T15:14:20","date_gmt":"2020-08-31T08:14:20","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6511"},"modified":"2025-02-21T15:23:13","modified_gmt":"2025-02-21T08:23:13","slug":"customer-experience-3","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/customer-experience-3\/","title":{"rendered":"WHAT IS CUSTOMER EXPERIENCE? HOW TO IMPROVE THE QUALITY OF EXPERIENCE"},"content":{"rendered":"<p class=\"p1\">Customer experience in each era will be understood and perceived in different ways. We are living in an era where every customer interaction takes place quickly, with higher expectations than ever before.<\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter wp-image-19925 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/08\/BSV_KH32.jpg\" alt=\"Customer Experience 4.0\" width=\"800\" height=\"300\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/08\/BSV_KH32.jpg 800w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/08\/BSV_KH32-300x113.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/08\/BSV_KH32-768x288.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/08\/BSV_KH32-18x7.jpg 18w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/p>\n<h2 style=\"text-align: justify;\"><span style=\"font-size: 20pt;\"><strong>What is customer experience?<\/strong><\/span><\/h2>\n<p class=\"p1\"><strong>Customer Experience (CX)<\/strong> is the customer's perception after interacting with the business's touchpoints.<\/p>\n<p class=\"p1\">For a loyal customer, CX is <b>summarize all interactions<\/b> that customers have with a business throughout their journey, from brand awareness, product\/service research, purchase, use, and after-sales service.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter\" style=\"display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/hanh-trinh-trai-nghiem-khach-hang_4a26aecc7b314d32a96a54e8cd4b840d.jpg\" alt=\"customer experience\" width=\"479\" height=\"319\" \/><\/p>\n<h2>How important is customer experience to businesses?<\/h2>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-19923 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/08\/BSV_KH1.jpg\" alt=\"the role of customer experience\" width=\"800\" height=\"273\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/08\/BSV_KH1.jpg 800w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/08\/BSV_KH1-300x102.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/08\/BSV_KH1-768x262.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/08\/BSV_KH1-18x6.jpg 18w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/p>\n<p>&nbsp;<\/p>\n<h2 class=\"p1\">What is a good customer experience?<\/h2>\n<p class=\"p1\"><b>Excellent customer experience<\/b> is when customers feel <b>satisfied, comfortable, and connected<\/b> throughout the entire process of interacting with the business.<\/p>\n<h3>You can evaluate customer experience through three levels.<\/h3>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-19920 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/08\/BSV_KH2.jpg\" alt=\"3 levels of customer experience\" width=\"800\" height=\"301\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/08\/BSV_KH2.jpg 800w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/08\/BSV_KH2-300x113.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/08\/BSV_KH2-768x289.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/08\/BSV_KH2-18x7.jpg 18w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/p>\n<p class=\"p1\"><strong>Level 1: Meeting needs<\/strong><\/p>\n<ul>\n<li class=\"p1\">Satisfy the minimum needs of customers<\/li>\n<li class=\"p1\">Example: Grab provides a ride-hailing service with affordable prices and easy access.<\/li>\n<\/ul>\n<p class=\"p1\"><strong>Level 2: Convenience<\/strong><\/p>\n<ul>\n<li class=\"p1\">Provide and deliver to customers quickly and conveniently<\/li>\n<li class=\"p1\">Example: User-friendly app, easy booking, quick pickup.<\/li>\n<\/ul>\n<p class=\"p1\"><strong>Level 3: Satisfying emotions<\/strong><\/p>\n<ul>\n<li class=\"p1\">Create satisfaction and positive emotions for customers, helping to build brand loyalty.<\/li>\n<li class=\"p1\">For example: Friendly drivers, loyalty programs, personalized messages.<\/li>\n<\/ul>\n<p class=\"p1\"><strong>When customers interact with a business, they will evaluate their experience based on the following six service levels.<\/strong><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-19462 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2021\/09\/6-cap-do.png\" alt=\"6 levels of customer service\" width=\"800\" height=\"532\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2021\/09\/6-cap-do.png 800w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2021\/09\/6-cap-do-300x200.png 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2021\/09\/6-cap-do-768x511.png 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2021\/09\/6-cap-do-18x12.png 18w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/p>\n<p class=\"p1\">To survive and thrive, businesses must achieve at least Level 1 \u2013 Meeting needs, corresponding to the expected service level (Level 4) or higher \u2013 Meeting requirements, will be used again.<\/p>\n<h2 class=\"p1\">Customer Experience Index<\/h2>\n<p class=\"p1\">To measure customer experience, businesses can use three metrics: CES, CSAT, and NPS.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-19922 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/08\/BSV_KH42.jpg\" alt=\"Customer experience metrics\" width=\"1600\" height=\"570\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/08\/BSV_KH42.jpg 1600w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/08\/BSV_KH42-300x107.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/08\/BSV_KH42-1024x365.jpg 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/08\/BSV_KH42-768x274.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/08\/BSV_KH42-1536x547.jpg 1536w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/08\/BSV_KH42-18x6.jpg 18w\" sizes=\"(max-width: 1600px) 100vw, 1600px\" \/><\/p>\n<p class=\"p1\">Bellsystem24 Vietnam has a detailed article here: <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/which-nps-csat-or-ces-score-is-the-best-to-use\/\">How to calculate and compare NPS, CSAT, and CES<\/a><\/span><\/p>\n<h2 class=\"p1\">How can we enhance the customer experience?<\/h2>\n<p class=\"p1\">To improve overall CX, businesses need to adopt a model-based approach. <b>from strategy to action<\/b>, ensuring a synchronized experience (requiring the involvement of the entire system), seamless continuity, convenience, and positive emotions for customers.<\/p>\n<h3>1. Define objectives and develop a clear CX strategy<\/h3>\n<p class=\"p1\">The important thing is to recognize where the business needs to improve the customer experience. To do this, it is necessary to understand the customers and the market context.<\/p>\n<ul class=\"ul1\">\n<li class=\"li1\">Define customer personas: Helps understand target customers \u2013 Who are they? What are their behaviors, needs, and expectations? From there, build messages, improve products and processes.<\/li>\n<li class=\"li1\">Conduct market research and analysis to identify opportunities that the company can leverage to create differentiated experiences.<\/li>\n<li class=\"li1\"><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/manage-customer-journeys-with-customer-journey-maps\/\">Map the customer journey<\/a><\/span>Identify key touchpoints: Before \u2013 During \u2013 After purchase. Find weaknesses that cause poor experiences and improve them step by step.<\/li>\n<\/ul>\n<h3 class=\"p1\">2. Construction <b>customer-centric culture<\/b><\/h3>\n<p class=\"p1\">Comprehensive CX improvement requires the synchronization of every individual in the business. Therefore, building a customer-centric culture must be implemented consistently, ensuring that all employees are thoroughly imbued with a customer-focused mindset.<\/p>\n<p class=\"p1\"><b>See also: <\/b><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-customer-centric\/\">What is Customer Centric? Building a customer-centric strategy<\/a><\/span><\/p>\n<h3>3. Practical application<\/h3>\n<p class=\"p1\">The strategy of simplifying every touchpoint has proven effective for most businesses. Focus on creative ideas that make each interaction\/experience simple rather than complex, convenient rather than difficult.<span class=\"Apple-converted-space\">\u00a0<\/span><\/p>\n<p class=\"p1\">Develop key engagements effectively and then continue to improve them in the future, rather than trying to improve all points of contact at once.<\/p>\n<p class=\"p3\"><b>Before buying: Make an impression and provide convenience<\/b><\/p>\n<ul class=\"ul2\">\n<li class=\"li1\">Website, user-friendly application, clear information, fast search.<\/li>\n<li class=\"li1\">Online consultation (Chatbot, customer service representative) with immediate response.<\/li>\n<li class=\"li1\">Personalize content, target ads to the right audience.<\/li>\n<\/ul>\n<p class=\"p1\"><span class=\"s3\">\u27a1<\/span> <b>For example:<\/b> Shopee optimizes product search based on personal preferences.<\/p>\n<p class=\"p3\"><b>During the purchase process: Simple, fast, hassle-free<\/b><\/p>\n<ul class=\"ul2\">\n<li class=\"li1\">Fast payment, multiple convenient methods.<\/li>\n<li class=\"li1\">Transparent pricing policy, no hidden fees.<\/li>\n<li class=\"li1\">Dedicated support staff, advising according to your needs.<\/li>\n<\/ul>\n<p class=\"p1\"><span class=\"s3\">\u27a1<\/span> <b>For example:<\/b> Apple Store offers a checkout experience without a cashier, allowing customers to quickly complete their transactions.<\/p>\n<p class=\"p3\"><b>After purchase: Customer care &amp; long-term retention<\/b><\/p>\n<ul class=\"ul2\">\n<li class=\"li1\">Post-purchase support<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/customer-care-service\/\">24\/7 Customer Service<\/a><\/span>, easy returns).<\/li>\n<li class=\"li1\">Personalize offers based on purchase history.<\/li>\n<li class=\"li1\">Build a loyal customer community.<\/li>\n<\/ul>\n<p class=\"p1\"><span class=\"s3\">\u27a1<\/span> <b>For example:<\/b> Starbucks Rewards accumulates points and personalizes offers based on customer preferences.<\/p>\n<p><strong>See also:<\/strong> <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/customer-experience-2\/\">Personalizing the customer experience \u2013 How to make a difference?<\/a><\/span><\/p>\n<h3>4. Always measure and continuously improve<\/h3>\n<p>Customer experience (CX) is not a one-time project \u2013 it is a continuous cycle. Excellent CX does not come from major changes, but from small, continuous refinements. Accurate measurement, in-depth analysis, and flexible optimization are the formula that helps businesses retain customers and create a sustainable competitive advantage.<\/p>\n<h2 class=\"p1\"><b>Current customer experience trends<\/b><\/h2>\n<p class=\"p1\">CX is rapidly changing under the influence of technology, data, and customer behavior. Below is <b>key trends<\/b> that businesses need to grasp in order to optimize the customer experience.<\/p>\n<ul class=\"ul1\">\n<li class=\"li1\">Personalized Customer Experience based on data<\/li>\n<li class=\"li1\">Seamless experience across all channels (Omnichannel CX)<\/li>\n<li class=\"li1\">Augmented Reality (AR)\/Virtual Reality (VR) technology<\/li>\n<li class=\"li1\">Ultra-fast service: AI and RPA applications (Instant &amp; Proactive Service)<\/li>\n<li class=\"li1\">Contactless Experience<\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"<p>Customer experience in each era will be understood and perceived in different ways, they [\u2026]<\/p>","protected":false},"author":1,"featured_media":16499,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[8],"tags":[39],"class_list":["post-6511","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cx-ex-loyalty","tag-cx"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>TRA\u0309I NGHI\u00ca\u0323M KHA\u0301CH HA\u0300NG LA\u0300 GI\u0300? 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