{"id":6872,"date":"2020-09-12T16:55:12","date_gmt":"2020-09-12T09:55:12","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6872"},"modified":"2020-09-12T16:55:12","modified_gmt":"2020-09-12T09:55:12","slug":"how-to-improve-customer-experience","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/how-to-improve-customer-experience\/","title":{"rendered":"HOW DO YOU UNDERSTAND CUSTOMER EXPERIENCE?"},"content":{"rendered":"

B\u1ea1n hi\u1ec3u th\u1ebf n\u00e0o v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ?<\/strong><\/h2>\n

\u201cTr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\u201d l\u00e0 m\u1ed9t thu\u1eadt ng\u1eef r\u1ea5t ph\u1ed5 bi\u1ebfn trong nh\u1eefng n\u0103m g\u1ea7n \u0111\u00e2y nh\u01b0ng gi\u1ed1ng nh\u01b0 “s\u1ef1 \u0111\u1ed5i m\u1edbi” v\u00e0 “thi\u1ebft k\u1ebf”, th\u1eadt kh\u00f3 \u0111\u1ec3 t\u00ecm ra m\u1ed9t \u0111\u1ecbnh ngh\u0129a r\u00f5 rang cho thu\u1eadt ng\u1eef n\u00e0y m\u1eb7c d\u00f9 nhi\u1ec1u doanh nghi\u1ec7p c\u1ea3m th\u1ea5y r\u1eb1ng vi\u1ec7c c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t l\u1ee3i th\u1ebf c\u1ea1nh tranh trong th\u01b0\u01a1ng tr\u01b0\u1eddng. V\u1eady, l\u00e0m c\u00e1ch n\u00e0o \u0111\u1ec3 ch\u00fang ta c\u1ea3i thi\u1ec7n c\u00e1i m\u00e0 ch\u00fang ta kh\u00f4ng \u0111\u1ecbnh ngh\u0129a \u0111\u01b0\u1ee3c ch\u00ednh x\u00e1c l\u00e0 g\u00ec? \u0110\u00e2y l\u00e0 m\u1ed9t b\u00e0i vi\u1ebft \u0111\u1ea7u ti\u00ean trong lo\u1ea1t b\u00e0i v\u1ec1 Tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng \u2013 Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng bao g\u1ed3m nh\u1eefng g\u00ec, l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 thi\u1ebft l\u1eadp n\u00f3, ch\u00fang ta ti\u1ebfp c\u1eadn v\u00e0 n\u00e2ng c\u1ea5p n\u00f3 nh\u01b0 th\u1ebf n\u00e0o.<\/p>\n

M\u1ecdi ng\u01b0\u1eddi \u0111ang ph\u1ea3i v\u1eadt l\u1ed9n v\u1edbi m\u1ed9t \u0111\u1ecbnh ngh\u0129a v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng trong nhi\u1ec1u n\u0103m qua. \u0110\u00f4i khi n\u00f3 \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a l\u00e0 tr\u1ea3i nghi\u1ec7m s\u1ed1 v\u00e0 t\u01b0\u01a1ng t\u00e1c, ch\u1eb3ng h\u1ea1n nh\u01b0 tr\u00ean trang web ho\u1eb7c \u0111i\u1ec7n tho\u1ea1i th\u00f4ng minh. Trong c\u00e1c tr\u01b0\u1eddng h\u1ee3p kh\u00e1c, tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng t\u1eadp trung v\u00e0o d\u1ecbch v\u1ee5 b\u00e1n l\u1ebb ho\u1eb7c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, ho\u1eb7c t\u1ed1c \u0111\u1ed9 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 trong trung t\u00e2m \u0111i\u1ec1u h\u01b0\u1edbng cu\u1ed9c g\u1ecdi.<\/p>\n

\u0110\u1ec3 th\u1ef1c s\u1ef1 th\u00e0nh c\u00f4ng tr\u00ean c\u01a1 s\u1edf l\u00e2u d\u00e0i, tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng c\u1ea7n ph\u1ea3i bao g\u1ed3m nh\u1eefng \u0111i\u1ec1u n\u00e0y, v\u00e0 th\u1eadm ch\u00ed l\u00e0 nhi\u1ec1u h\u01a1n n\u1eefa. \u0110\u00f3 l\u00e0 t\u1ea5t c\u1ea3 c\u00e1c c\u00e1ch kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u00f4ng ty v\u00e0 th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n, kh\u00f4ng ch\u1ec9 trong m\u1ed9t 1 l\u1ea7n t\u01b0\u01a1ng t\u00e1c m\u00e0 l\u00e0 trong su\u1ed1t to\u00e0n b\u1ed9 l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u00f3.<\/p>\n

Tr\u1ea3i nghi\u1ec7m Zipcar<\/strong><\/h2>\n

Zipcar l\u00e0 m\u1ed9t c\u00f4ng ty chia s\u1ebb xe h\u01a1i l\u1edbn nh\u1ea5t Hoa K\u1ef3 \u0111\u01b0\u1ee3c th\u00e0nh l\u1eadp t\u1eeb n\u0103m 2000. V\u1edbi d\u1ecbch v\u1ee5 chia s\u1ebb xe, kh\u00e1ch h\u00e0ng thu\u00ea xe theo gi\u1edd, ch\u1ee7 y\u1ebfu l\u00e0 cho c\u00e1c c\u00f4ng vi\u1ec7c c\u1ee7a \u0111\u1ecba ph\u01b0\u01a1ng, thay v\u00ec s\u1edf h\u1eefu m\u1ed9t chi\u1ebfc xe \u0111\u1eadu b\u1ea5t \u0111\u1ed9ng h\u1ea7u h\u1ebft th\u1eddi gian. Vi\u1ec7c chia s\u1ebb xe h\u01a1i b\u1eaft \u0111\u1ea7u \u1edf Ch\u00e2u \u00c2u, v\u00e0 trong nh\u1eefng giai \u0111o\u1ea1n \u0111\u1ea7u \u1edf Hoa K\u1ef3 \u0111\u00f3 l\u00e0 m\u1ed9t \u0111\u1ec1 xu\u1ea5t kh\u00f4ng ti\u1ec7n l\u1ee3i v\u00e0 ch\u1ec9 ph\u00f9 h\u1ee3p k\u00eau g\u1ecdi v\u1edbi c\u00e1c nh\u00e0 m\u00f4i tr\u01b0\u1eddng h\u1ecdc. B\u1eb1ng c\u00e1ch nh\u00ecn l\u1ea1i to\u00e0n b\u1ed9 qu\u00e1 tr\u00ecnh tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng, Zipcar \u0111\u00e3 c\u00f3 th\u1ec3 bi\u1ebfn vi\u1ec7c chia s\u1ebb xe th\u00e0nh m\u1ed9t ng\u00e0nh kinh doanh ch\u00ednh v\u00e0 gi\u1ea3m \u00f4 nhi\u1ec5m kh\u00f4ng kh\u00ed m\u00f4i tr\u01b0\u1eddng s\u1ed1ng.<\/p>\n

V\u1edbi Zipcar, h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m b\u1eaft \u0111\u1ea7u tr\u00ean trang web cho c\u1ea3 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng v\u00e0 kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i. M\u1ecdi ng\u01b0\u1eddi c\u00f3 th\u1ec3 t\u00ecm hi\u1ec3u v\u1ec1 d\u1ecbch v\u1ee5, \u0111\u0103ng k\u00fd th\u00e0nh vi\u00ean, t\u00ecm v\u00e0 \u0111\u0103ng k\u00fd xe g\u1ea7n \u0111\u00f3 v\u00e0 qu\u1ea3n l\u00fd t\u00e0i kho\u1ea3n c\u1ee7a m\u00ecnh. Sau khi t\u1ea5t c\u1ea3 c\u00e1c b\u01b0\u1edbc \u0111\u0103ng k\u00fd tr\u1edf th\u00e0nh m\u1ed9t th\u00e0nh vi\u00ean Zipcar \u0111\u00e3 \u0111\u01b0\u1ee3c th\u00f4ng qua, kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c chi\u1ebfc xe n\u00e0o l\u00e0 c\u1ee7a m\u00ecnh \u0111\u1ec3 s\u1eed d\u1ee5ng t\u1ea1i m\u1ed9t th\u1eddi \u0111i\u1ec3m nh\u1ea5t \u0111\u1ecbnh, t\u1eeb vi\u1ec7c d\u1eebng t\u1ea1i tr\u1ea1m x\u0103ng \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o v\u1ec1 xe \u0111\u1ea7y \u0111\u1ee7 nhi\u00ean li\u1ec7u v\u00e0 ki\u1ec3m tra h\u00e0nh kh\u00e1ch, t\u1eeb vi\u1ec7c qu\u1ea3n l\u00fd b\u1ebfn \u0111\u1eadu v\u00e0 \u0111\u1ebfn qu\u1ea3n l\u00fd \u0111\u1ed9i xe. (Ch\u00fang t\u00f4i s\u1ebd xem x\u00e9t chi ti\u1ebft h\u01a1n v\u1ec1 c\u01a1 ch\u1ebf c\u1ee7a vi\u1ec7c Zipcar r\u00fat kh\u1ecfi ch\u01b0\u01a1ng tr\u00ecnh n\u00e0y sau \u0111\u00f3 v\u00ec n\u00f3 kh\u00e1 h\u1ea5p d\u1eabn). H\u1ea7u nh\u01b0 t\u1ea5t c\u1ea3 c\u00e1c c\u00e2u h\u1ecfi, v\u1ea5n \u0111\u1ec1 v\u00e0 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 t\u01b0\u1edfng t\u01b0\u1ee3ng \u0111\u00e3 \u0111\u01b0\u1ee3c d\u1ef1 \u0111o\u00e1n v\u00e0 gi\u1ea3i quy\u1ebft, t\u1ea1o ra m\u1ed9t tr\u1ea3i nghi\u1ec7m li\u1ec1n m\u1ea1ch – cho kh\u00e1ch h\u00e0ng – kh\u00f4ng c\u1ea7n n\u1ed7 l\u1ef1c. \u0110i\u1ec1u n\u00e0y kh\u00f4ng x\u1ea3y ra do tai n\u1ea1n; n\u00f3 x\u1ea3y ra b\u1edfi thi\u1ebft k\u1ebf. Nh\u01b0 th\u01b0\u1eddng l\u00e0 tr\u01b0\u1eddng h\u1ee3p trong cu\u1ed9c s\u1ed1ng, l\u00e0m cho c\u00e1i g\u00ec \u0111\u00f3 tr\u00f4ng d\u1ec5 d\u00e0ng l\u00e0 r\u1ea5t kh\u00f3 kh\u0103n.<\/p>\n

B\u1ea1n c\u00f3 1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (nh\u01b0ng c\u00f3 th\u1ec3 b\u1ea1n kh\u00f4ng nh\u1eadn bi\u1ebft \u0111\u01b0\u1ee3c n\u00f3).<\/p>\n

M\u1ed7i doanh nghi\u1ec7p \u0111\u1ec1u mang \u0111\u1ebfn cho kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd m\u1ed9t tr\u1ea3i nghi\u1ec7m. Doanh nghi\u1ec7p c\u1ee7a b\u1ea1n c\u0169ng v\u1eady, b\u1ea5t k\u1ec3 b\u1ea1n c\u00f3 t\u1ea1o ra n\u00f3 m\u1ed9t c\u00e1ch c\u00f3 \u00fd th\u1ee9c. Tr\u1ea3i nghi\u1ec7m \u0111\u00f3 c\u00f3 th\u1ec3 t\u1ed1t, x\u1ea5u ho\u1eb7c th\u1edd \u01a1, nh\u01b0ng th\u1ef1c t\u1ebf b\u1ea1n c\u00f3 kh\u00e1ch h\u00e0ng, b\u1ea1n t\u01b0\u01a1ng t\u00e1c v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng \u0111\u00f3 v\u00e0 cung c\u1ea5p cho h\u1ecd s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5, c\u00f3 ngh\u0129a l\u00e0 h\u1ecd c\u00f3 tr\u1ea3i nghi\u1ec7m v\u1edbi b\u1ea1n v\u00e0 th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n. \u0110i\u1ec1u n\u00e0y t\u00f9y thu\u1ed9c v\u00e0o b\u1ea1n cho d\u00f9 \u0111\u00f3 l\u00e0 m\u1ee9c cao nh\u1ea5t, kh\u1ee7ng khi\u1ebfp ho\u1eb7c trung b\u00ecnh c\u1ee7a ng\u00e0nh.<\/p>\n

C\u00f3 m\u1ed9t tr\u01b0\u1eddng h\u1ee3p ch\u1eafc ch\u1eafn l\u00e0 c\u00e1c c\u00f4ng ty kh\u00f4ng th\u1ec3 ki\u1ec3m so\u00e1t ho\u00e0n to\u00e0n s\u1ef1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng, v\u00ec n\u00f3 ch\u1eafc ch\u1eafn li\u00ean quan \u0111\u1ebfn nh\u1eadn th\u1ee9c, c\u1ea3m x\u00fac v\u00e0 c\u00e1c h\u00e0nh vi b\u1ea5t ng\u1edd tr\u00ean c\u00e1c b\u1ed9 ph\u1eadn c\u1ee7a kh\u00e1ch h\u00e0ng. M\u1ecdi ng\u01b0\u1eddi kh\u00f4ng h\u00e0nh x\u1eed gi\u1ed1ng nh\u01b0 robot, v\u00e0 cho d\u00f9 ch\u00fang ta c\u00f3 tr\u1ea3i nghi\u1ec7m t\u1ed1t \u0111\u1ebfn \u0111\u00e2u \u0111i ch\u0103ng n\u1eefa, h\u1ecd s\u1ebd kh\u00f4ng nh\u1eadn th\u1ee9c ch\u00ednh x\u00e1c nh\u01b0 ch\u00fang ta mong \u0111\u1ee3i ho\u1eb7c hy v\u1ecdng. V\u1edbi \u0111i\u1ec1u \u0111\u00f3, c\u00e1c c\u00f4ng ty kh\u00f4ng th\u1ec3 \u0111\u1ee7 kh\u1ea3 n\u0103ng \u0111\u1ec3 ti\u1ebfp t\u1ee5c ph\u00e1t tri\u1ec3n hay b\u1ecf cu\u1ed9c khi kh\u00f4ng th\u1ec3 \u0111o\u00e1n tr\u01b0\u1edbc. Thay v\u00e0o \u0111\u00f3, h\u1ecd c\u1ea7n ph\u1ea3i l\u00ean k\u1ebf ho\u1ea1ch cho nh\u1eefng \u0111i\u1ec1u t\u1ed3i t\u1ec7 nh\u1ea5t v\u00e0 nh\u1eb1m v\u00e0o m\u1ee5c \u0111\u00edch khi xem x\u00e9t nh\u1eefng tr\u1ea3i nghi\u1ec7m m\u00e0 h\u1ecd mu\u1ed1n t\u1ea1o ra.<\/p>\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00f4ng ph\u1ea3i l\u00e0 ph\u00e9p thu\u1eadt<\/strong><\/h2>\n

Tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng th\u01b0\u1eddng c\u00f3 v\u1ebb kh\u1eafc nghi\u1ec7t, c\u00f3 v\u1ebb nh\u01b0 b\u1eb1ng ph\u00e9p thu\u1eadt v\u00e0 ch\u1ec9 c\u00f3 m\u1ed9t s\u1ed1 c\u00f4ng ty nh\u1ea5t \u0111\u1ecbnh m\u1edbi tri\u1ec3n khai \u0111\u01b0\u1ee3c n\u00f3 nh\u01b0\u00a0Zappos, Apple, Google, Southwest<\/strong>\u00a0l\u00e0 nh\u1eefng c\u00e1i t\u00ean \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng nh\u1eafc \u0111\u1ebfn th\u01b0\u1eddng xuy\u00ean khi n\u00f3i v\u1ec1 tr\u1ea3i nghi\u1ec7m. V\u00ec v\u1eady, \u0111\u00e2y l\u00e0 nh\u1eefng tin t\u1ed1t l\u00e0nh: T\u1ea1o ra m\u1ed9t tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi cho kh\u00e1ch h\u00e0ng kh\u00f4ng \u0111\u00f2i h\u1ecfi ph\u1ea3i c\u00f3 ki\u1ebfn th\u1ee9c v\u1ec1 c\u00e1c c\u00e2u th\u1ea7n ch\u00fa. Thay v\u00e0o \u0111\u00f3, tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng t\u1eeb c\u00e1c y\u1ebfu t\u1ed1 c\u1ee5 th\u1ec3, ki\u1ec3m so\u00e1t \u0111\u01b0\u1ee3c – c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac. Nh\u01b0 ch\u00fang ta \u0111\u00e3 th\u1ea5y v\u1edbi Zipcar, ch\u00fang c\u00f3 th\u1ec3 r\u1ea5t nhi\u1ec1u v\u00e0 \u0111a d\u1ea1ng, nh\u01b0ng ch\u00fang c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh, ch\u1ebf t\u1ea1o v\u00e0 t\u00edch h\u1ee3p. H\u1ea7u h\u1ebft c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac n\u00e0y, nh\u01b0 ch\u00fang ta s\u1ebd nh\u00ecn v\u00e0o ph\u1ea7n sau c\u1ee7a lo\u1ea1t b\u00e0i vi\u1ebft, \u0111\u1ec1u n\u1eb1m d\u01b0\u1edbi s\u1ef1 ki\u1ec3m so\u00e1t c\u1ee7a m\u1ed9t c\u00f4ng ty.<\/p>\n

Nh\u01b0ng n\u1ebfu \u0111\u00fang nh\u01b0 v\u1eady, t\u1ea1i sao ch\u1ec9 c\u00f3 m\u1ed9t v\u00e0i c\u00f4ng ty t\u00ean tu\u1ed5i \u0111\u00f3 l\u1ea1i xu\u1ea5t hi\u1ec7n li\u00ean t\u1ee5c khi m\u1ecdi ng\u01b0\u1eddi ngh\u0129 v\u1ec1 tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi? X\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi \u0111\u00f2i h\u1ecfi ph\u1ea3i c\u00f3 s\u1ef1 h\u1ee3p t\u00e1c r\u1ea5t l\u1edbn gi\u1eefa c\u00e1c nh\u00f3m trong m\u1ed9t c\u00f4ng ty th\u01b0\u1eddng l\u00e0m vi\u1ec7c \u0111\u1ed9c l\u1eadp v\u00e0 \u1edf c\u00e1c giai \u0111o\u1ea1n ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m kh\u00e1c nhau. Trong nhi\u1ec1u tr\u01b0\u1eddng h\u1ee3p, ti\u1ebfp th\u1ecb, thi\u1ebft k\u1ebf s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, b\u00e1n h\u00e0ng, \u0111\u1ea1i l\u00fd\u00a0qu\u1ea3ng c\u00e1o, \u0111\u1ed1i t\u00e1c b\u00e1n l\u1ebb \u0111\u1ec1u ph\u1ea3i h\u1ee3p t\u00e1c \u0111\u1ec3 t\u1ea1o ra ngay c\u1ea3 m\u1ed9t \u0111i\u1ec3m ti\u1ebfp x\u00fac.<\/p>\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1eebng b\u01b0\u1edbc m\u1ed9t<\/strong><\/h2>\n

Trong b\u00e0i vi\u1ebft n\u00e0y, ch\u00fang t\u00f4i s\u1ebd gi\u1edbi thi\u1ec7u c\u00e1ch x\u00e2y d\u1ef1ng s\u1ef1 hi\u1ec3u bi\u1ebft v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i c\u1ee7a b\u1ea1n v\u00e0 x\u00e1c \u0111\u1ecbnh c\u00e1ch c\u1ea3i thi\u1ec7n n\u00f3. B\u1edfi v\u00ec tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng r\u1ea5t \u0111a d\u1ea1ng. N\u00f3 bao g\u1ed3m t\u1ea5t c\u1ea3 m\u1ecdi th\u1ee9 t\u1eeb b\u1ea3o hi\u1ec3m y t\u1ebf \u0111\u1ebfn \u0111i\u1ec7n t\u1eed ti\u00eau d\u00f9ng, t\u1eeb truy\u1ec1n th\u00f4ng di \u0111\u1ed9ng \u0111\u1ebfn \u00f4 t\u00f4 – tr\u1ecdng t\u00e2m c\u1ee7a t\u00f4i \u1edf \u0111\u00e2y l\u00e0 cung c\u1ea5p c\u00e1c khu\u00f4n kh\u1ed5 c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c \u0111i\u1ec1u ch\u1ec9nh cho ng\u00e0nh c\u00f4ng nghi\u1ec7p c\u1ee5 th\u1ec3 c\u1ee7a b\u1ea1n h\u01a1n l\u00e0 c\u1ed1 g\u1eafng t\u1ea1o ra m\u1ed9t k\u00edch th\u01b0\u1edbc ph\u00f9 h\u1ee3p v\u1edbi t\u1ea5t c\u1ea3 c\u00e1c gi\u1ea3i ph\u00e1p.<\/p>\n

C\u00e1c kh\u00eda c\u1ea1nh c\u1ea7n \u0111i\u1ec3m l\u1ea1i<\/strong><\/h2>\n

1. H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/strong><\/h3>\n

Ki\u1ebfn th\u1ee9c c\u01a1 b\u1ea3n b\u1ea1n c\u1ea7n b\u1eaft \u0111\u1ea7u l\u00e0 hi\u1ec3u bi\u1ebft th\u1ea5u \u0111\u00e1o v\u1ec1 h\u00e0nh tr\u00ecnh m\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n mang theo v\u1edbi c\u00f4ng ty c\u1ee7a b\u1ea1n. Trong tr\u01b0\u1eddng h\u1ee3p c\u1ee7a Zipcar, n\u00f3 b\u1eaft \u0111\u1ea7u t\u1eeb vi\u1ec7c th\u00f4ng b\u00e1o cho kh\u00e1ch h\u00e0ng v\u1ec1 d\u1ecbch v\u1ee5 v\u00e0 sau \u0111\u00f3 k\u00fd k\u1ebft v\u1edbi h\u1ecd, v\u1edbi nhi\u1ec1u giai \u0111o\u1ea1n sau \u0111\u00f3. Ch\u00fang ta s\u1ebd xem x\u00e9t l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 ph\u00e2n t\u00edch h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 nh\u1eefng b\u01b0\u1edbc, ho\u1ea1t \u0111\u1ed9ng, c\u00e2u h\u1ecfi, r\u00e0o c\u1ea3n v\u00e0 c\u1ea3m x\u00fac n\u00e0o xu\u1ea5t hi\u1ec7n trong su\u1ed1t\u00a0h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m \u0111\u00f3.<\/strong><\/p>\n

2. \u0110i\u1ec3m ti\u1ebfp x\u00fac<\/strong><\/h3>\n

Ti\u1ebfp theo, ch\u00fang t\u00f4i s\u1ebd xem x\u00e9t c\u00e1ch b\u1ea1n cung c\u1ea5p c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac – s\u1ea3n ph\u1ea9m, trang web, qu\u1ea3ng c\u00e1o, trung t\u00e2m cu\u1ed9c g\u1ecdi, v.v. – h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng th\u00f4ng qua h\u00e0nh tr\u00ecnh c\u1ee7a h\u1ecd. Khi s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a Zipcar trong vi\u1ec7c chuy\u1ec3n \u0111\u1ed5i nh\u1eadn th\u1ee9c v\u1ec1 c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh chia s\u1ebb xe h\u01a1i, th\u00f4ng minh v\u1edbi c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac c\u00f3 th\u1ec3 t\u1ea1o ra thay \u0111\u1ed5i c\u00e1c quy t\u1eafc c\u1ea1nh tranh.<\/p>\n

3. H\u1ec7 sinh th\u00e1i<\/strong><\/h3>\n

Cu\u1ed1i c\u00f9ng, ch\u00fang ta s\u1ebd th\u1ea5y c\u00e1c h\u1ec7 sinh th\u00e1i t\u00edch h\u1ee3p s\u1ea3n ph\u1ea9m, ph\u1ea7n m\u1ec1m v\u00e0 d\u1ecbch v\u1ee5 t\u00edch h\u1ee3p m\u1edf ra nh\u1eefng kh\u1ea3 n\u0103ng m\u1edbi cho c\u00e1c h\u00e0nh tr\u00ecnh v\u00e0 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng theo c\u00e1ch m\u00e0 bi\u1ec7t l\u1eadp h\u01a1n.<\/p>\n

H\u00e3y ki\u1ec3m tra l\u1ea1i ph\u1ea7n ti\u1ebfp theo v\u1ec1 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng. Trong th\u1eddi gian ch\u1edd \u0111\u1ee3i, n\u1ebfu b\u1ea1n c\u00f3 b\u1ea5t k\u1ef3 g\u1ee3i \u00fd ho\u1eb7c ki\u1ebfn th\u1ee9c tr\u1ef1c ti\u1ebfp v\u1ec1 c\u00e1c c\u00f4ng ty \u0111\u00e3 t\u1ea1o ra nh\u1eefng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi, s\u1ebd r\u1ea5t hay n\u1ebfu b\u1ea1n nghe v\u1ec1 h\u1ecd trong c\u00e1c nh\u1eadn x\u00e9t. T\u00f4i mu\u1ed1n h\u1ecfi hai \u0111i\u1ec1u \u1edf \u0111\u00e2y: c\u1ed1 g\u1eafng m\u1ed5 x\u1ebb nh\u1eefng g\u00ec l\u00e0m cho tr\u1ea3i\u00a0 nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi h\u01a1n, v\u00e0 tr\u00e1nh ph\u00e0n n\u00e0n v\u1ec1 c\u00e1c c\u00f4ng ty c\u00f3 tr\u1ea3i nghi\u1ec7m x\u1ea5u – c\u00f3 r\u1ea5t nhi\u1ec1u trong s\u1ed1 \u0111\u00f3.<\/p>","protected":false},"excerpt":{"rendered":"

How do you understand customer experience? \"Customer experience\" is a very common term [...]<\/p>","protected":false},"author":1,"featured_media":6504,"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":"","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":"default","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":[],"class_list":["post-6872","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cx-ex-loyalty"],"acf":[],"yoast_head":"\nB\u1ea0N HI\u1ec2U TH\u1ebe N\u00c0O V\u1ec0 TR\u1ea2I NGHI\u1ec6M KH\u00c1CH H\u00c0NG ? 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