{"id":82251,"date":"2023-11-30T20:00:43","date_gmt":"2023-12-01T00:00:43","guid":{"rendered":"https:\/\/ideascale.com\/viblog\/trai-nghiem-cx-doi-moi-cua-khach-hang-la-gi\/"},"modified":"2024-06-20T08:47:00","modified_gmt":"2024-06-20T12:47:00","slug":"trai-nghiem-cx-doi-moi-cua-khach-hang-la-gi","status":"publish","type":"post","link":"https:\/\/ideascale.com\/vi\/viblog\/trai-nghiem-cx-doi-moi-cua-khach-hang-la-gi\/","title":{"rendered":"\u0110\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) l\u00e0 g\u00ec? Definition, Examples, and Why CX Innovation Matters?"},"content":{"rendered":"<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1248px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-blend:overlay;--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-1\"><p><strong><b>M\u1ee5c l\u1ee5c<\/b><\/strong><\/p>\n<\/div><div class=\"awb-toc-el awb-toc-el--1\" data-awb-toc-id=\"1\" data-awb-toc-options=\"{&quot;allowed_heading_tags&quot;:{&quot;h2&quot;:0},&quot;ignore_headings&quot;:&quot;&quot;,&quot;ignore_headings_words&quot;:&quot;&quot;,&quot;enable_cache&quot;:&quot;yes&quot;,&quot;highlight_current_heading&quot;:&quot;no&quot;,&quot;hide_hidden_titles&quot;:&quot;yes&quot;,&quot;limit_container&quot;:&quot;post_content&quot;,&quot;select_custom_headings&quot;:&quot;&quot;,&quot;icon&quot;:&quot;fa-flag fas&quot;,&quot;counter_type&quot;:&quot;decimal&quot;}\" style=\"--awb-counter-type:counters(awb-toc, &quot;.&quot;, decimal) &quot;. &quot;;\"><div class=\"awb-toc-el__content\"><ul class=\"awb-toc-el__list awb-toc-el__list--0\"><li class=\"awb-toc-el__list-item\"><a class=\"awb-toc-el__item-anchor\" href=\"#toc_oi_moi_trai_nghiem_khach_hang_la_gi\">\u0110\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/a><\/li><li class=\"awb-toc-el__list-item\"><a class=\"awb-toc-el__item-anchor\" href=\"#toc_Vi_du_ve_oi_moi_trai_nghiem_khach\">V\u00ed d\u1ee5 v\u1ec1 \u0111\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/a><\/li><li class=\"awb-toc-el__list-item\"><a class=\"awb-toc-el__item-anchor\" href=\"#toc_Tai_sao_trai_nghiem_khach_hang_lai_quan\">T\u1ea1i sao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u1ea1i quan tr\u1ecdng<\/a><\/li><\/ul><\/div><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-blend:overlay;--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-2\"><h2 class=\"fusion-responsive-typography-calculated\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">\u0110\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/h2>\n<p><span style=\"font-weight: 400;\">\u0110\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a l\u00e0 qu\u00e1 tr\u00ecnh t\u1ea1o v\u00e0 th\u1ef1c hi\u1ec7n c\u00e1c \u00fd t\u01b0\u1edfng, chi\u1ebfn l\u01b0\u1ee3c, c\u00f4ng ngh\u1ec7 ho\u1eb7c ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp c\u1eadn m\u1edbi \u0111\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 m\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 \u0111\u01b0\u1ee3c khi t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u, s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5. N\u00f3 li\u00ean quan \u0111\u1ebfn vi\u1ec7c x\u00e1c \u0111\u1ecbnh c\u00e1c c\u01a1 h\u1ed9i \u0111\u1ec3 mang l\u1ea1i gi\u00e1 tr\u1ecb, s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 ni\u1ec1m vui l\u1edbn h\u01a1n cho kh\u00e1ch h\u00e0ng trong su\u1ed1t h\u00e0nh tr\u00ecnh c\u1ee7a h\u1ecd v\u1edbi c\u00f4ng ty. S\u1ef1 \u0111\u1ed5i m\u1edbi v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u01b0\u1ee3t xa nh\u1eefng c\u1ea3i ti\u1ebfn gia t\u0103ng v\u00e0 t\u00ecm c\u00e1ch thay \u0111\u1ed5i c\u00e1ch kh\u00e1ch h\u00e0ng nh\u1eadn th\u1ee9c v\u00e0 t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.<\/span><\/p>\n<p><b>C\u00e1c y\u1ebfu t\u1ed1 ch\u00ednh c\u1ee7a \u0111\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng bao g\u1ed3m:<\/b><\/p>\n<ul>\n<li><b>Th\u1ea5u hi\u1ec3u nhu c\u1ea7u kh\u00e1ch h\u00e0ng:<\/b> <span style=\"font-weight: 400;\">S\u1ef1 \u0111\u1ed5i m\u1edbi v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng b\u1eaft \u0111\u1ea7u b\u1eb1ng s\u1ef1 hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc v\u1ec1 nhu c\u1ea7u, s\u1edf th\u00edch v\u00e0 nh\u1eefng \u0111i\u1ec3m kh\u00f3 kh\u0103n c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y li\u00ean quan \u0111\u1ebfn vi\u1ec7c thu th\u1eadp th\u00f4ng tin chuy\u00ean s\u00e2u th\u00f4ng qua ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng, kh\u1ea3o s\u00e1t, nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng v\u00e0 c\u00e1c k\u00eanh kh\u00e1c.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>S\u00e1ng t\u1ea1o v\u00e0 \u00fd t\u01b0\u1edfng: <\/b><span style=\"font-weight: 400;\">C\u00e1c t\u1ed5 ch\u1ee9c tham gia v\u00e0o qu\u00e1 tr\u00ecnh t\u01b0 duy v\u00e0 h\u00ecnh th\u00e0nh \u00fd t\u01b0\u1edfng s\u00e1ng t\u1ea1o \u0111\u1ec3 t\u1ea1o ra nh\u1eefng \u00fd t\u01b0\u1edfng \u0111\u1ed5i m\u1edbi nh\u1eb1m c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 bao g\u1ed3m c\u00e1c bu\u1ed5i \u0111\u1ed9ng n\u00e3o, h\u1ed9i th\u1ea3o v\u1ec1 t\u01b0 duy thi\u1ebft k\u1ebf v\u00e0 s\u1ef1 h\u1ee3p t\u00e1c gi\u1eefa c\u00e1c nh\u00f3m.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>T\u00edch h\u1ee3p c\u00f4ng ngh\u1ec7:<\/b> <span style=\"font-weight: 400;\">T\u1eadn d\u1ee5ng c\u00f4ng ngh\u1ec7 l\u00e0 m\u1ed9t kh\u00eda c\u1ea1nh ph\u1ed5 bi\u1ebfn c\u1ee7a s\u1ef1 \u0111\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 bao g\u1ed3m vi\u1ec7c \u00e1p d\u1ee5ng c\u00e1c n\u1ec1n t\u1ea3ng k\u1ef9 thu\u1eadt s\u1ed1 m\u1edbi, tri\u1ec3n khai ph\u00e2n t\u00edch n\u00e2ng cao ho\u1eb7c k\u1ebft h\u1ee3p c\u00e1c c\u00f4ng ngh\u1ec7 m\u1edbi n\u1ed5i nh\u01b0 tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o (AI) v\u00e0 h\u1ecdc m\u00e1y.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>C\u00e1 nh\u00e2n h\u00f3a: <\/b><span style=\"font-weight: 400;\">Cung c\u1ea5p tr\u1ea3i nghi\u1ec7m \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a ph\u00f9 h\u1ee3p v\u1edbi s\u1edf th\u00edch c\u1ee7a t\u1eebng kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t kh\u00eda c\u1ea1nh quan tr\u1ecdng trong vi\u1ec7c \u0111\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 li\u00ean quan \u0111\u1ebfn ho\u1ea1t \u0111\u1ed9ng ti\u1ebfp th\u1ecb \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a, \u0111\u1ec1 xu\u1ea5t s\u1ea3n ph\u1ea9m v\u00e0 giao di\u1ec7n ng\u01b0\u1eddi d\u00f9ng t\u00f9y ch\u1ec9nh.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>T\u00edch h\u1ee3p \u0111a k\u00eanh:<\/b> <span style=\"font-weight: 400;\">\u0110\u1ea3m b\u1ea3o tr\u1ea3i nghi\u1ec7m li\u1ec1n m\u1ea1ch v\u00e0 nh\u1ea5t qu\u00e1n tr\u00ean nhi\u1ec1u \u0111i\u1ec3m ti\u1ebfp x\u00fac kh\u00e1ch h\u00e0ng kh\u00e1c nhau, d\u00f9 tr\u1ef1c tuy\u1ebfn hay ngo\u1ea1i tuy\u1ebfn, l\u00e0 \u0111i\u1ec1u c\u1ea7n thi\u1ebft. Vi\u1ec7c t\u00edch h\u1ee3p c\u00e1c k\u00eanh nh\u01b0 trang web, \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng, ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i v\u00e0 c\u1eeda h\u00e0ng th\u1ef1c t\u1ebf g\u00f3p ph\u1ea7n t\u1ea1o n\u00ean h\u00e0nh tr\u00ecnh g\u1eafn k\u1ebft c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp c\u1eadn linh ho\u1ea1t v\u00e0 l\u1eb7p \u0111i l\u1eb7p l\u1ea1i:<\/b> <span style=\"font-weight: 400;\">\u0110\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u01b0\u1eddng li\u00ean quan \u0111\u1ebfn vi\u1ec7c \u00e1p d\u1ee5ng c\u00e1c ph\u01b0\u01a1ng ph\u00e1p linh ho\u1ea1t v\u00e0 ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp c\u1eadn l\u1eb7p \u0111i l\u1eb7p l\u1ea1i. \u0110i\u1ec1u n\u00e0y cho ph\u00e9p c\u00e1c t\u1ed5 ch\u1ee9c th\u1eed nghi\u1ec7m v\u00e0 tri\u1ec3n khai c\u00e1c thay \u0111\u1ed5i m\u1ed9t c\u00e1ch nhanh ch\u00f3ng, d\u1ef1a tr\u00ean nh\u1eefng ph\u1ea3n h\u1ed3i v\u00e0 h\u1ecdc h\u1ecfi li\u00ean t\u1ee5c.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>S\u1ef1 tham gia c\u1ee7a ng\u01b0\u1eddi lao \u0111\u1ed9ng: <\/b><span style=\"font-weight: 400;\">Vi\u1ec7c thu h\u00fat nh\u00e2n vi\u00ean tham gia v\u00e0o qu\u00e1 tr\u00ecnh \u0111\u1ed5i m\u1edbi l\u00e0 r\u1ea5t quan tr\u1ecdng. Nh\u1eefng nh\u00e2n vi\u00ean hi\u1ec3u v\u00e0 ph\u00f9 h\u1ee3p v\u1edbi m\u1ee5c ti\u00eau l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m c\u1ee7a t\u1ed5 ch\u1ee9c s\u1ebd \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c mang l\u1ea1i tr\u1ea3i nghi\u1ec7m n\u00e2ng cao cho kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Ra quy\u1ebft \u0111\u1ecbnh d\u1ef1a tr\u00ean d\u1eef li\u1ec7u: <\/b><span style=\"font-weight: 400;\">S\u1ef1 \u0111\u1ed5i m\u1edbi v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng d\u1ef1a v\u00e0o d\u1eef li\u1ec7u v\u00e0 ph\u00e2n t\u00edch \u0111\u1ec3 \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh s\u00e1ng su\u1ed1t. C\u00e1c t\u1ed5 ch\u1ee9c ph\u00e2n t\u00edch d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh xu h\u01b0\u1edbng, s\u1edf th\u00edch v\u00e0 c\u00e1c l\u0129nh v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>V\u00f2ng ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng:<\/b> <span style=\"font-weight: 400;\">Vi\u1ec7c thi\u1ebft l\u1eadp c\u00e1c v\u00f2ng ph\u1ea3n h\u1ed3i hi\u1ec7u qu\u1ea3 cho ph\u00e9p c\u00e1c t\u1ed5 ch\u1ee9c li\u00ean t\u1ee5c thu th\u1eadp th\u00f4ng tin chuy\u00ean s\u00e2u t\u1eeb kh\u00e1ch h\u00e0ng. Ph\u1ea3n h\u1ed3i n\u00e0y cung c\u1ea5p th\u00f4ng tin cho qu\u00e1 tr\u00ecnh \u0111\u1ed5i m\u1edbi v\u00e0 gi\u00fap c\u1ea3i ti\u1ebfn c\u00e1c chi\u1ebfn l\u01b0\u1ee3c d\u1ef1a tr\u00ean tr\u1ea3i nghi\u1ec7m th\u1ef1c t\u1ebf c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>S\u1ef1 thay \u0111\u1ed5i v\u0103n h\u00f3a h\u01b0\u1edbng t\u1edbi l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m:<\/b> <span style=\"font-weight: 400;\">\u0110\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u00e0nh c\u00f4ng th\u01b0\u1eddng \u0111\u00f2i h\u1ecfi s\u1ef1 thay \u0111\u1ed5i v\u0103n h\u00f3a trong t\u1ed5 ch\u1ee9c, nh\u1ea5n m\u1ea1nh t\u01b0 duy l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u1edf m\u1ecdi c\u1ea5p \u0111\u1ed9. \u0110i\u1ec1u n\u00e0y bao g\u1ed3m cam k\u1ebft \u0111\u1eb7t kh\u00e1ch h\u00e0ng l\u00ean h\u00e0ng \u0111\u1ea7u trong m\u1ecdi qu\u00e1 tr\u00ecnh ra quy\u1ebft \u0111\u1ecbnh.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">V\u00ed d\u1ee5 v\u1ec1 \u0111\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng bao g\u1ed3m vi\u1ec7c gi\u1edbi thi\u1ec7u \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng th\u00e2n thi\u1ec7n v\u1edbi ng\u01b0\u1eddi d\u00f9ng, c\u00f4ng c\u1ee5 \u0111\u1ec1 xu\u1ea5t \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a, quy tr\u00ecnh thanh to\u00e1n tr\u1ef1c tuy\u1ebfn h\u1ee3p l\u00fd, chatbot t\u01b0\u01a1ng t\u00e1c \u0111\u1ec3 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng v\u00e0 tr\u1ea3i nghi\u1ec7m phong ph\u00fa t\u1ea1i c\u1eeda h\u00e0ng k\u1ebft h\u1ee3p c\u00e1c y\u1ebfu t\u1ed1 v\u1eadt l\u00fd v\u00e0 k\u1ef9 thu\u1eadt s\u1ed1.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Cu\u1ed1i c\u00f9ng, \u0111\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 t\u1ea1o ra nh\u1eefng t\u01b0\u01a1ng t\u00e1c \u0111\u00e1ng nh\u1edb, li\u1ec1n m\u1ea1ch v\u00e0 th\u00fa v\u1ecb nh\u1eb1m x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng, th\u00fac \u0111\u1ea9y truy\u1ec1n mi\u1ec7ng t\u00edch c\u1ef1c v\u00e0 t\u1ea1o s\u1ef1 kh\u00e1c bi\u1ec7t cho m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u trong th\u1ecb tr\u01b0\u1eddng c\u1ea1nh tranh. \u0110\u00f3 l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh li\u00ean t\u1ee5c \u0111\u00f2i h\u1ecfi kh\u1ea3 n\u0103ng th\u00edch \u1ee9ng, s\u1ef1 \u0111\u1ed3ng c\u1ea3m v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 cam k\u1ebft c\u1ea3i ti\u1ebfn li\u00ean t\u1ee5c.<\/span><\/p>\n<h2 class=\"fusion-responsive-typography-calculated\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">V\u00ed d\u1ee5 v\u1ec1 \u0111\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h2>\n<p><span style=\"font-weight: 400;\">S\u1ef1 \u0111\u1ed5i m\u1edbi v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n r\u00f5 r\u00e0ng trong nhi\u1ec1u ng\u00e0nh kh\u00e1c nhau th\u00f4ng qua vi\u1ec7c th\u1ef1c hi\u1ec7n c\u00e1c chi\u1ebfn l\u01b0\u1ee3c, c\u00f4ng ngh\u1ec7 v\u00e0 ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp c\u1eadn s\u00e1ng t\u1ea1o nh\u1eb1m n\u00e2ng cao h\u00e0nh tr\u00ecnh t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 v\u00ed d\u1ee5 v\u1ec1 \u0111\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u1edf c\u00e1c l\u0129nh v\u1ef1c kh\u00e1c nhau:<\/span><\/p>\n<p><b>1. B\u00e1n l\u1ebb: Ph\u00f2ng th\u1eed \u0111\u1ed3 th\u00f4ng minh<\/b><\/p>\n<p><span style=\"font-weight: 400;\">M\u1ed9t s\u1ed1 nh\u00e0 b\u00e1n l\u1ebb \u0111\u00e3 gi\u1edbi thi\u1ec7u ph\u00f2ng th\u1eed \u0111\u1ed3 th\u00f4ng minh \u0111\u01b0\u1ee3c trang b\u1ecb c\u00f4ng ngh\u1ec7 RFID v\u00e0 g\u01b0\u01a1ng t\u01b0\u01a1ng t\u00e1c. Kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 xem th\u00f4ng tin s\u1ea3n ph\u1ea9m, y\u00eau c\u1ea7u c\u00e1c k\u00edch c\u1ee1 kh\u00e1c nhau v\u00e0 nh\u1eadn c\u00e1c \u0111\u1ec1 xu\u1ea5t c\u00e1 nh\u00e2n h\u00f3a khi th\u1eed qu\u1ea7n \u00e1o.<\/span><\/p>\n<p><b>2. Kh\u00e1ch s\u1ea1n: Ch\u00eca kh\u00f3a ph\u00f2ng di \u0111\u1ed9ng<\/b><\/p>\n<p><span style=\"font-weight: 400;\">C\u00e1c kh\u00e1ch s\u1ea1n \u0111\u00e3 s\u1eed d\u1ee5ng ch\u00eca kh\u00f3a ph\u00f2ng di \u0111\u1ed9ng, cho ph\u00e9p kh\u00e1ch nh\u1eadn ph\u00f2ng v\u00e0 truy c\u1eadp v\u00e0o ph\u00f2ng c\u1ee7a m\u00ecnh b\u1eb1ng \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng. S\u1ef1 \u0111\u1ed5i m\u1edbi n\u00e0y gi\u00fap t\u0103ng c\u01b0\u1eddng s\u1ef1 thu\u1eadn ti\u1ec7n v\u00e0 \u0111\u1ea9y nhanh qu\u00e1 tr\u00ecnh \u0111\u0103ng k\u00fd.<\/span><\/p>\n<p><b>3. Th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed: Th\u1eed nghi\u1ec7m th\u1ef1c t\u1ebf t\u0103ng c\u01b0\u1eddng<\/b><\/p>\n<p><span style=\"font-weight: 400;\">C\u00e1c n\u1ec1n t\u1ea3ng th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed \u0111ang tri\u1ec3n khai th\u1ef1c t\u1ebf t\u0103ng c\u01b0\u1eddng (AR) cho tr\u1ea3i nghi\u1ec7m d\u00f9ng th\u1eed \u1ea3o. Kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng \u0111i\u1ec7n tho\u1ea1i th\u00f4ng minh c\u1ee7a m\u00ecnh \u0111\u1ec3 h\u00ecnh dung c\u00e1c s\u1ea3n ph\u1ea9m nh\u01b0 qu\u1ea7n \u00e1o, ph\u1ee5 ki\u1ec7n ho\u1eb7c \u0111\u1ed3 n\u1ed9i th\u1ea5t s\u1ebd tr\u00f4ng nh\u01b0 th\u1ebf n\u00e0o trong m\u00f4i tr\u01b0\u1eddng th\u1ef1c t\u1ebf c\u1ee7a h\u1ecd.<\/span><\/p>\n<p><b>4. D\u1ecbch v\u1ee5 t\u00e0i ch\u00ednh: Chatbots h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng<\/b><\/p>\n<p><span style=\"font-weight: 400;\">C\u00e1c ng\u00e2n h\u00e0ng v\u00e0 t\u1ed5 ch\u1ee9c t\u00e0i ch\u00ednh s\u1eed d\u1ee5ng chatbot \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 b\u1edfi AI \u0111\u1ec3 cung c\u1ea5p h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng ngay l\u1eadp t\u1ee9c v\u00e0 \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a. Nh\u1eefng chatbot n\u00e0y c\u00f3 th\u1ec3 tr\u1ea3 l\u1eddi c\u00e1c truy v\u1ea5n, h\u1ed7 tr\u1ee3 giao d\u1ecbch v\u00e0 h\u01b0\u1edbng d\u1eabn ng\u01b0\u1eddi d\u00f9ng th\u1ef1c hi\u1ec7n c\u00e1c quy tr\u00ecnh t\u00e0i ch\u00ednh kh\u00e1c nhau.<\/span><\/p>\n<p><b>5. Vi\u1ec5n th\u00f4ng: \u1ee8ng d\u1ee5ng t\u1ef1 ph\u1ee5c v\u1ee5<\/b><\/p>\n<p><span style=\"font-weight: 400;\">C\u00e1c c\u00f4ng ty vi\u1ec5n th\u00f4ng \u0111\u00e3 ph\u00e1t tri\u1ec3n c\u00e1c \u1ee9ng d\u1ee5ng t\u1ef1 ph\u1ee5c v\u1ee5 cho ph\u00e9p kh\u00e1ch h\u00e0ng qu\u1ea3n l\u00fd t\u00e0i kho\u1ea3n c\u1ee7a m\u00ecnh, xem chi ti\u1ebft s\u1eed d\u1ee5ng v\u00e0 kh\u1eafc ph\u1ee5c c\u00e1c s\u1ef1 c\u1ed1 th\u01b0\u1eddng g\u1eb7p m\u00e0 kh\u00f4ng c\u1ea7n h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng tr\u1ef1c ti\u1ebfp.<\/span><\/p>\n<p><b>6. \u00d4 t\u00f4: Ph\u00f2ng tr\u01b0ng b\u00e0y \u1ea3o<\/b><\/p>\n<p><span style=\"font-weight: 400;\">M\u1ed9t s\u1ed1 th\u01b0\u01a1ng hi\u1ec7u \u00f4 t\u00f4 \u0111\u00e3 gi\u1edbi thi\u1ec7u ph\u00f2ng tr\u01b0ng b\u00e0y \u1ea3o, cho ph\u00e9p kh\u00e1ch h\u00e0ng kh\u00e1m ph\u00e1 c\u00e1c m\u1eabu xe v\u00e0 c\u1ea5u h\u00ecnh \u00f4 t\u00f4 th\u00f4ng qua tr\u1ea3i nghi\u1ec7m th\u1ef1c t\u1ebf \u1ea3o (VR) ho\u1eb7c th\u1ef1c t\u1ebf t\u0103ng c\u01b0\u1eddng tr\u01b0\u1edbc khi \u0111\u1ebfn \u0111\u1ea1i l\u00fd th\u1ef1c t\u1ebf.<\/span><\/p>\n<p><b>7. Ch\u0103m s\u00f3c s\u1ee9c kh\u1ecfe: D\u1ecbch v\u1ee5 ch\u0103m s\u00f3c s\u1ee9c kh\u1ecfe t\u1eeb xa<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Ng\u00e0nh ch\u0103m s\u00f3c s\u1ee9c kh\u1ecfe \u0111\u00e3 \u00e1p d\u1ee5ng c\u00e1c d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c s\u1ee9c kh\u1ecfe t\u1eeb xa, cho ph\u00e9p b\u1ec7nh nh\u00e2n l\u00ean l\u1ecbch c\u00e1c cu\u1ed9c h\u1eb9n \u1ea3o, t\u01b0 v\u1ea5n t\u1eeb xa v\u1edbi c\u00e1c chuy\u00ean gia ch\u0103m s\u00f3c s\u1ee9c kh\u1ecfe v\u00e0 ti\u1ebfp c\u1eadn l\u1eddi khuy\u00ean y t\u1ebf m\u1ed9t c\u00e1ch tho\u1ea3i m\u00e1i t\u1ea1i nh\u00e0 c\u1ee7a h\u1ecd.<\/span><\/p>\n<p><b>8. Ng\u00e0nh h\u00e0ng kh\u00f4ng: L\u00ean m\u00e1y bay sinh tr\u1eafc h\u1ecdc<\/b><\/p>\n<p><span style=\"font-weight: 400;\">C\u00e1c h\u00e3ng h\u00e0ng kh\u00f4ng \u0111ang tri\u1ec3n khai quy tr\u00ecnh l\u00ean m\u00e1y bay sinh tr\u1eafc h\u1ecdc, cho ph\u00e9p h\u00e0nh kh\u00e1ch l\u00ean m\u00e1y bay b\u1eb1ng c\u00f4ng ngh\u1ec7 nh\u1eadn d\u1ea1ng khu\u00f4n m\u1eb7t. S\u1ef1 \u0111\u1ed5i m\u1edbi n\u00e0y h\u1ee3p l\u00fd h\u00f3a quy tr\u00ecnh l\u00ean m\u00e1y bay, gi\u1ea3m nhu c\u1ea7u v\u1ec1 t\u00e0i li\u1ec7u v\u1eadt l\u00fd.<\/span><\/p>\n<p><b>9. Th\u1ef1c ph\u1ea9m v\u00e0 \u0111\u1ed3 u\u1ed1ng: \u1ee8ng d\u1ee5ng \u0111\u1eb7t h\u00e0ng tr\u00ean thi\u1ebft b\u1ecb di \u0111\u1ed9ng<\/b><\/p>\n<p><span style=\"font-weight: 400;\">C\u00e1c nh\u00e0 h\u00e0ng v\u00e0 chu\u1ed7i c\u00e0 ph\u00ea ph\u1ee5c v\u1ee5 nhanh cung c\u1ea5p c\u00e1c \u1ee9ng d\u1ee5ng \u0111\u1eb7t h\u00e0ng tr\u00ean thi\u1ebft b\u1ecb di \u0111\u1ed9ng cho ph\u00e9p kh\u00e1ch h\u00e0ng \u0111\u1eb7t h\u00e0ng, t\u00f9y ch\u1ec9nh c\u00e1c m\u00f3n trong th\u1ef1c \u0111\u01a1n v\u00e0 thanh to\u00e1n tr\u01b0\u1edbc. \u0110i\u1ec1u n\u00e0y l\u00e0m gi\u1ea3m th\u1eddi gian ch\u1edd \u0111\u1ee3i v\u00e0 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m \u0111\u1eb7t h\u00e0ng t\u1ed5ng th\u1ec3.<\/span><\/p>\n<p><b>10. C\u00f4ng ngh\u1ec7: Tr\u1ee3 l\u00fd k\u00edch ho\u1ea1t b\u1eb1ng gi\u1ecdng n\u00f3i<\/b><\/p>\n<p><span style=\"font-weight: 400;\">C\u00e1c tr\u1ee3 l\u00fd k\u00edch ho\u1ea1t b\u1eb1ng gi\u1ecdng n\u00f3i, ch\u1eb3ng h\u1ea1n nh\u01b0 Alexa v\u00e0 Google Assistant c\u1ee7a Amazon, cung c\u1ea5p m\u1ed9t c\u00e1ch li\u1ec1n m\u1ea1ch v\u00e0 r\u1ea3nh tay \u0111\u1ec3 ng\u01b0\u1eddi d\u00f9ng t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u00e1c thi\u1ebft b\u1ecb, \u0111i\u1ec1u khi\u1ec3n thi\u1ebft b\u1ecb th\u00f4ng minh trong nh\u00e0 v\u00e0 truy c\u1eadp th\u00f4ng tin th\u00f4ng qua c\u00e1c l\u1ec7nh ng\u00f4n ng\u1eef t\u1ef1 nhi\u00ean.<\/span><\/p>\n<p><b>11. Ch\u01a1i game: Tr\u1ea3i nghi\u1ec7m phong ph\u00fa<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Trong ng\u00e0nh tr\u00f2 ch\u01a1i, c\u00f4ng ngh\u1ec7 th\u1ef1c t\u1ebf \u1ea3o (VR) v\u00e0 th\u1ef1c t\u1ebf t\u0103ng c\u01b0\u1eddng (AR) \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 t\u1ea1o ra tr\u1ea3i nghi\u1ec7m ch\u01a1i game s\u1ed1ng \u0111\u1ed9ng, t\u0103ng c\u01b0\u1eddng s\u1ef1 t\u01b0\u01a1ng t\u00e1c v\u00e0 l\u00e0m cho tr\u00f2 ch\u01a1i tr\u1edf n\u00ean t\u01b0\u01a1ng t\u00e1c h\u01a1n.<\/span><\/p>\n<p><b>12. Gi\u1ea3i tr\u00ed: \u0110\u1ec1 xu\u1ea5t n\u1ed9i dung \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a<\/b><\/p>\n<p><span style=\"font-weight: 400;\">N\u1ec1n t\u1ea3ng ph\u00e1t tr\u1ef1c tuy\u1ebfn s\u1eed d\u1ee5ng thu\u1eadt to\u00e1n v\u00e0 h\u1ecdc m\u00e1y \u0111\u1ec3 \u0111\u01b0a ra \u0111\u1ec1 xu\u1ea5t n\u1ed9i dung \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a d\u1ef1a tr\u00ean l\u1ecbch s\u1eed xem, s\u1edf th\u00edch v\u00e0 h\u00e0nh vi c\u1ee7a ng\u01b0\u1eddi d\u00f9ng.<\/span><\/p>\n<p><b>13. Gi\u00e1o d\u1ee5c: N\u1ec1n t\u1ea3ng h\u1ecdc t\u1eadp t\u01b0\u01a1ng t\u00e1c<\/b><\/p>\n<p><span style=\"font-weight: 400;\">C\u00e1c n\u1ec1n t\u1ea3ng gi\u00e1o d\u1ee5c t\u1eadn d\u1ee5ng n\u1ed9i dung t\u01b0\u01a1ng t\u00e1c, tr\u00f2 ch\u01a1i h\u00f3a v\u00e0 c\u00f4ng ngh\u1ec7 h\u1ecdc t\u1eadp th\u00edch \u1ee9ng \u0111\u1ec3 t\u1ea1o ra tr\u1ea3i nghi\u1ec7m h\u1ecdc t\u1eadp h\u1ea5p d\u1eabn v\u00e0 c\u00e1 nh\u00e2n h\u00f3a cho h\u1ecdc sinh.<\/span><\/p>\n<p><b>14. B\u00e1n l\u1ebb t\u1ef1 \u0111\u1ed9ng: C\u1eeda h\u00e0ng kh\u00f4ng thu ng\u00e2n<\/b><\/p>\n<p><span style=\"font-weight: 400;\">C\u00e1c c\u1eeda h\u00e0ng kh\u00f4ng thu ng\u00e2n s\u1eed d\u1ee5ng c\u00e1c c\u00f4ng ngh\u1ec7 nh\u01b0 th\u1ecb gi\u00e1c m\u00e1y t\u00ednh v\u00e0 c\u1ea3m bi\u1ebfn \u0111\u1ec3 cho ph\u00e9p kh\u00e1ch h\u00e0ng nh\u1eadn h\u00e0ng v\u00e0 vi\u1ec7c mua h\u00e0ng c\u1ee7a h\u1ecd \u0111\u01b0\u1ee3c theo d\u00f5i t\u1ef1 \u0111\u1ed9ng, lo\u1ea1i b\u1ecf nhu c\u1ea7u v\u1ec1 quy tr\u00ecnh thanh to\u00e1n truy\u1ec1n th\u1ed1ng.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Nh\u1eefng v\u00ed d\u1ee5 n\u00e0y cho th\u1ea5y c\u00e1ch c\u00e1c t\u1ed5 ch\u1ee9c trong c\u00e1c ng\u00e0nh kh\u00e1c nhau \u0111ang t\u1eadn d\u1ee5ng s\u1ef1 \u0111\u1ed5i m\u1edbi \u0111\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng, mang l\u1ea1i s\u1ef1 ti\u1ec7n l\u1ee3i, c\u00e1 nh\u00e2n h\u00f3a v\u00e0 hi\u1ec7u qu\u1ea3 theo nh\u1eefng c\u00e1ch kh\u00e1c nhau. S\u1ef1 \u0111\u1ed5i m\u1edbi v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ti\u1ebfp t\u1ee5c ph\u00e1t tri\u1ec3n khi c\u00f4ng ngh\u1ec7 ti\u1ebfn b\u1ed9 v\u00e0 k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng thay \u0111\u1ed5i.<\/span><\/p>\n<p><strong><b>T\u00ecm hi\u1ec3u th\u00eam: <a href=\"https:\/\/ideascale.com\/vi\/viblog\/doi-moi-dich-vu-khach-hang-la-gi\/\">\u0110\u1ed5i m\u1edbi d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/a><\/b><\/strong><\/p>\n<h2 class=\"fusion-responsive-typography-calculated\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">T\u1ea1i sao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u1ea1i quan tr\u1ecdng<\/h2>\n<p><span style=\"font-weight: 400;\">S\u1ef1 \u0111\u1ed5i m\u1edbi v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 h\u1ebft s\u1ee9c quan tr\u1ecdng v\u00ec m\u1ed9t s\u1ed1 l\u00fd do thuy\u1ebft ph\u1ee5c:<\/span><\/p>\n<ul>\n<li><b>S\u1ef1 kh\u00e1c bi\u1ec7t c\u1ea1nh tranh:<\/b> <span style=\"font-weight: 400;\">Trong th\u1ecb tr\u01b0\u1eddng b\u00e3o h\u00f2a ng\u00e0y nay, n\u01a1i c\u00e1c s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 th\u01b0\u1eddng gi\u1ed1ng nhau, tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng tr\u1edf th\u00e0nh \u0111i\u1ec3m kh\u00e1c bi\u1ec7t quan tr\u1ecdng. Nh\u1eefng \u0111\u1ed5i m\u1edbi gi\u00fap n\u00e2ng cao h\u00e0nh tr\u00ecnh t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng gi\u00fap doanh nghi\u1ec7p tr\u1edf n\u00ean kh\u00e1c bi\u1ec7t so v\u1edbi \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh v\u00e0 g\u00f3p ph\u1ea7n mang l\u1ea1i th\u00e0nh c\u00f4ng l\u00e2u d\u00e0i.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>S\u1ef1 trung th\u00e0nh v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng: <\/b><span style=\"font-weight: 400;\">Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c v\u00e0 s\u00e1ng t\u1ea1o th\u00fac \u0111\u1ea9y l\u00f2ng trung th\u00e0nh. Kh\u00e1ch h\u00e0ng c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng v\u1eabn trung th\u00e0nh v\u1edbi m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u lu\u00f4n \u0111\u00e1p \u1ee9ng ho\u1eb7c v\u01b0\u1ee3t qu\u00e1 mong \u0111\u1ee3i c\u1ee7a h\u1ecd. Vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i th\u01b0\u1eddng ti\u1ebft ki\u1ec7m chi ph\u00ed h\u01a1n vi\u1ec7c thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>T\u0103ng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng:<\/b> <span style=\"font-weight: 400;\">S\u1ef1 \u0111\u1ed5i m\u1edbi gi\u00fap gi\u1ea3i quy\u1ebft c\u00e1c \u0111i\u1ec3m y\u1ebfu, \u0111\u01a1n gi\u1ea3n h\u00f3a quy tr\u00ecnh v\u00e0 t\u0103ng th\u00eam gi\u00e1 tr\u1ecb cho cu\u1ed9c s\u1ed1ng c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch t\u1ef1 nhi\u00ean s\u1ebd mang l\u1ea1i s\u1ef1 h\u00e0i l\u00f2ng cao h\u01a1n. Nh\u1eefng kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng tr\u1edf th\u00e0nh ng\u01b0\u1eddi \u1ee7ng h\u1ed9 th\u01b0\u01a1ng hi\u1ec7u, qu\u1ea3ng b\u00e1 s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 th\u00f4ng qua truy\u1ec1n mi\u1ec7ng t\u00edch c\u1ef1c.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Uy t\u00edn th\u01b0\u01a1ng hi\u1ec7u: <\/b><span style=\"font-weight: 400;\">S\u1ef1 \u0111\u1ed5i m\u1edbi trong tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng \u1ea3nh h\u01b0\u1edfng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn danh ti\u1ebfng c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u. Nh\u1eefng th\u01b0\u01a1ng hi\u1ec7u lu\u00f4n mang l\u1ea1i tr\u1ea3i nghi\u1ec7m s\u00e1ng t\u1ea1o v\u00e0 t\u00edch c\u1ef1c s\u1ebd c\u00f3 \u0111\u01b0\u1ee3c danh ti\u1ebfng thu\u1eadn l\u1ee3i, thu h\u00fat nhi\u1ec1u kh\u00e1ch h\u00e0ng h\u01a1n v\u00e0 t\u00e1c \u0111\u1ed9ng t\u00edch c\u1ef1c \u0111\u1ebfn nh\u1eadn th\u1ee9c c\u1ee7a th\u1ecb tr\u01b0\u1eddng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Th\u00edch \u1ee9ng v\u1edbi nh\u1eefng mong \u0111\u1ee3i thay \u0111\u1ed5i c\u1ee7a kh\u00e1ch h\u00e0ng:<\/b> <span style=\"font-weight: 400;\">K\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng thay \u0111\u1ed5i theo th\u1eddi gian, ch\u1ecbu \u1ea3nh h\u01b0\u1edfng c\u1ee7a ti\u1ebfn b\u1ed9 c\u00f4ng ngh\u1ec7, s\u1ef1 thay \u0111\u1ed5i v\u0103n h\u00f3a v\u00e0 xu h\u01b0\u1edbng c\u1ee7a ng\u00e0nh. \u0110\u1ed5i m\u1edbi trong tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ea3m b\u1ea3o r\u1eb1ng c\u00e1c doanh nghi\u1ec7p lu\u00f4n \u0111i tr\u01b0\u1edbc ho\u1eb7c th\u00edch \u1ee9ng v\u1edbi nh\u1eefng k\u1ef3 v\u1ecdng \u0111ang thay \u0111\u1ed5i n\u00e0y.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp c\u1eadn l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m:<\/b> <span style=\"font-weight: 400;\">S\u1ef1 \u0111\u1ed5i m\u1edbi v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ph\u1ea3n \u00e1nh cam k\u1ebft v\u1ec1 c\u00e1ch ti\u1ebfp c\u1eadn l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. B\u1eb1ng c\u00e1ch \u01b0u ti\u00ean nhu c\u1ea7u v\u00e0 s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p th\u1ec3 hi\u1ec7n s\u1ef1 c\u1ed1ng hi\u1ebfn c\u1ee7a m\u00ecnh trong vi\u1ec7c mang l\u1ea1i gi\u00e1 tr\u1ecb v\u00e0 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>T\u0103ng tr\u01b0\u1edfng doanh thu: <\/b><span style=\"font-weight: 400;\">Nh\u1eefng kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u00e0 trung th\u00e0nh c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng mua h\u00e0ng l\u1eb7p l\u1ea1i v\u00e0 gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 cho ng\u01b0\u1eddi kh\u00e1c. Tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng g\u00f3p ph\u1ea7n t\u0103ng gi\u00e1 tr\u1ecb tr\u1ecdn \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 do \u0111\u00f3 t\u0103ng tr\u01b0\u1edfng doanh thu.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Gi\u1ea3m t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf:<\/b> <span style=\"font-weight: 400;\">C\u00e1c doanh nghi\u1ec7p li\u00ean t\u1ee5c \u0111\u1ed5i m\u1edbi v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng s\u1ebd c\u00f3 kh\u1ea3 n\u0103ng ng\u0103n ch\u1eb7n t\u00ecnh tr\u1ea1ng r\u1eddi b\u1ecf kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n. Ch\u1ee7 \u0111\u1ed9ng gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 v\u00e0 cung c\u1ea5p tr\u1ea3i nghi\u1ec7m n\u00e2ng cao s\u1ebd l\u00e0m gi\u1ea3m kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng t\u00ecm ki\u1ebfm gi\u1ea3i ph\u00e1p thay th\u1ebf.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>T\u00ednh linh ho\u1ea1t v\u00e0 kh\u1ea3 n\u0103ng th\u00edch \u1ee9ng: <\/b><span style=\"font-weight: 400;\">\u0110\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u01b0\u1eddng li\u00ean quan \u0111\u1ebfn vi\u1ec7c \u00e1p d\u1ee5ng c\u00e1c ph\u01b0\u01a1ng ph\u00e1p linh ho\u1ea1t v\u00e0 \u0111\u00e1p \u1ee9ng ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng. S\u1ef1 linh ho\u1ea1t n\u00e0y cho ph\u00e9p doanh nghi\u1ec7p th\u00edch \u1ee9ng nhanh ch\u00f3ng v\u1edbi nh\u1eefng thay \u0111\u1ed5i c\u1ee7a \u0111i\u1ec1u ki\u1ec7n th\u1ecb tr\u01b0\u1eddng v\u00e0 s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>S\u1ef1 tham gia c\u1ee7a ng\u01b0\u1eddi lao \u0111\u1ed9ng: <\/b><span style=\"font-weight: 400;\">S\u1ef1 g\u1eafn k\u1ebft c\u1ee7a nh\u00e2n vi\u00ean g\u1eafn li\u1ec1n v\u1edbi tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. Nh\u00e2n vi\u00ean c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng \u0111\u01b0\u1ee3c \u0111\u1ed9ng vi\u00ean v\u00e0 g\u1eafn k\u1ebft v\u1edbi c\u00e1c m\u1ee5c ti\u00eau c\u1ee7a t\u1ed5 ch\u1ee9c h\u01a1n khi h\u1ecd th\u1ea5y t\u00e1c \u0111\u1ed9ng t\u00edch c\u1ef1c c\u1ee7a c\u00f4ng vi\u1ec7c c\u1ee7a h\u1ecd \u0111\u1ed1i v\u1edbi s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Truy\u1ec1n mi\u1ec7ng v\u00e0 gi\u1edbi thi\u1ec7u t\u00edch c\u1ef1c: <\/b><span style=\"font-weight: 400;\">Nh\u1eefng kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng chia s\u1ebb tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c c\u1ee7a h\u1ecd v\u1edbi ng\u01b0\u1eddi kh\u00e1c h\u01a1n, d\u1eabn \u0111\u1ebfn ti\u1ebfp th\u1ecb truy\u1ec1n mi\u1ec7ng h\u1eefu c\u01a1. Nh\u1eefng \u0111\u00e1nh gi\u00e1 t\u00edch c\u1ef1c v\u00e0 l\u1eddi gi\u1edbi thi\u1ec7u t\u1eeb kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i c\u00f3 th\u1ec3 t\u00e1c \u0111\u1ed9ng \u0111\u00e1ng k\u1ec3 \u0111\u1ebfn vi\u1ec7c thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Th\u00f4ng tin chi ti\u1ebft v\u1ec1 kh\u00e1ch h\u00e0ng v\u00e0 s\u1eed d\u1ee5ng d\u1eef li\u1ec7u:<\/b> <span style=\"font-weight: 400;\">Nh\u1eefng \u0111\u1ed5i m\u1edbi trong tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u01b0\u1eddng li\u00ean quan \u0111\u1ebfn vi\u1ec7c t\u1eadn d\u1ee5ng d\u1eef li\u1ec7u v\u00e0 th\u00f4ng tin chi ti\u1ebft v\u1ec1 kh\u00e1ch h\u00e0ng. B\u1eb1ng c\u00e1ch ph\u00e2n t\u00edch h\u00e0nh vi v\u00e0 s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh s\u00e1ng su\u1ed1t v\u00e0 \u0111i\u1ec1u ch\u1ec9nh c\u00e1c d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh \u0111\u1ec3 \u0111\u00e1p \u1ee9ng t\u1ed1t h\u01a1n nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Kh\u1ea3 n\u0103ng ph\u1ee5c h\u1ed3i trong suy tho\u00e1i kinh t\u1ebf: <\/b><span style=\"font-weight: 400;\">Trong th\u1eddi k\u1ef3 kinh t\u1ebf suy tho\u00e1i, c\u00e1c doanh nghi\u1ec7p \u0111\u00e3 x\u00e2y d\u1ef1ng \u0111\u01b0\u1ee3c m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng b\u1ec1n ch\u1eb7t th\u00f4ng qua nh\u1eefng tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c s\u1ebd c\u00f3 kh\u1ea3 n\u0103ng ph\u1ee5c h\u1ed3i t\u1ed1t h\u01a1n. L\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 gi\u00fap gi\u1ea3m thi\u1ec3u t\u00e1c \u0111\u1ed9ng c\u1ee7a nh\u1eefng th\u00e1ch th\u1ee9c kinh t\u1ebf \u0111\u1ed1i v\u1edbi doanh thu.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>T\u00ednh b\u1ec1n v\u1eefng v\u00e0 kh\u1ea3 n\u0103ng t\u1ed3n t\u1ea1i l\u00e2u d\u00e0i:<\/b> <span style=\"font-weight: 400;\">X\u00e2y d\u1ef1ng v\u0103n h\u00f3a \u0111\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng g\u00f3p ph\u1ea7n mang l\u1ea1i s\u1ef1 b\u1ec1n v\u1eefng l\u00e2u d\u00e0i cho doanh nghi\u1ec7p. B\u1eb1ng c\u00e1ch li\u00ean t\u1ee5c th\u00edch \u1ee9ng v\u1edbi nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p \u0111\u1ecbnh v\u1ecb m\u00ecnh ph\u00f9 h\u1ee3p v\u00e0 th\u00e0nh c\u00f4ng theo th\u1eddi gian.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">T\u00f3m l\u1ea1i, \u0111\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng r\u1ea5t quan tr\u1ecdng v\u00ec n\u00f3 l\u00e0 m\u1ec7nh l\u1ec7nh chi\u1ebfn l\u01b0\u1ee3c \u0111\u1ec3 th\u00e0nh c\u00f4ng trong kinh doanh. N\u00f3 kh\u00f4ng ch\u1ec9 \u0111\u00e1p \u1ee9ng s\u1ef1 mong \u0111\u1ee3i ng\u00e0y c\u00e0ng t\u0103ng c\u1ee7a kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n g\u00f3p ph\u1ea7n t\u1ea1o n\u00ean s\u1ef1 kh\u00e1c bi\u1ec7t cho th\u01b0\u01a1ng hi\u1ec7u, l\u00f2ng trung th\u00e0nh v\u00e0 t\u0103ng tr\u01b0\u1edfng b\u1ec1n v\u1eefng trong th\u1ecb tr\u01b0\u1eddng c\u1ea1nh tranh.<\/span><\/p>\n<p><strong><b>T\u00ecm hi\u1ec3u th\u00eam: <a href=\"https:\/\/ideascale.com\/vi\/viblog\/doi-moi-quy-trinh-kinh-doanh-la-gi\/\">\u0110\u1ed5i m\u1edbi quy tr\u00ecnh kinh doanh l\u00e0 g\u00ec?<\/a><\/b><\/strong><\/p>\n<\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":72,"featured_media":82252,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4437],"tags":[],"contributor":[4618],"class_list":["post-82251","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-viblog","contributor-nick-jain-vi"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>\u0110\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) l\u00e0 g\u00ec? \u0110\u1ecbnh ngh\u0129a, v\u00ed d\u1ee5 v\u00e0 t\u1ea1i sao vi\u1ec7c \u0111\u1ed5i m\u1edbi CX l\u1ea1i quan tr\u1ecdng?<\/title>\n<meta name=\"description\" content=\"\u0110\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a l\u00e0 qu\u00e1 tr\u00ecnh t\u1ea1o v\u00e0 th\u1ef1c hi\u1ec7n c\u00e1c \u00fd t\u01b0\u1edfng, chi\u1ebfn l\u01b0\u1ee3c, c\u00f4ng ngh\u1ec7 ho\u1eb7c ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp c\u1eadn m\u1edbi \u0111\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 m\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 \u0111\u01b0\u1ee3c khi t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u, s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5. T\u00ecm hi\u1ec3u th\u00eam v\u1ec1 c\u00e1c v\u00ed d\u1ee5 v\u1ec1 \u0111\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) v\u00e0 l\u00fd do t\u1ea1i sao \u0111\u1ed5i m\u1edbi CX l\u1ea1i quan tr\u1ecdng.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ideascale.com\/vi\/viblog\/trai-nghiem-cx-doi-moi-cua-khach-hang-la-gi\/\" \/>\n<meta property=\"og:locale\" content=\"vi_VN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u0110\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) l\u00e0 g\u00ec? \u0110\u1ecbnh ngh\u0129a, v\u00ed d\u1ee5 v\u00e0 t\u1ea1i sao vi\u1ec7c \u0111\u1ed5i m\u1edbi CX l\u1ea1i quan tr\u1ecdng?\" \/>\n<meta property=\"og:description\" content=\"\u0110\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a l\u00e0 qu\u00e1 tr\u00ecnh t\u1ea1o v\u00e0 th\u1ef1c hi\u1ec7n c\u00e1c \u00fd t\u01b0\u1edfng, chi\u1ebfn l\u01b0\u1ee3c, c\u00f4ng ngh\u1ec7 ho\u1eb7c ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp c\u1eadn m\u1edbi \u0111\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 m\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 \u0111\u01b0\u1ee3c khi t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u, s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5. T\u00ecm hi\u1ec3u th\u00eam v\u1ec1 c\u00e1c v\u00ed d\u1ee5 v\u1ec1 \u0111\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) v\u00e0 l\u00fd do t\u1ea1i sao \u0111\u1ed5i m\u1edbi CX l\u1ea1i quan tr\u1ecdng.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/ideascale.com\/vi\/viblog\/trai-nghiem-cx-doi-moi-cua-khach-hang-la-gi\/\" \/>\n<meta property=\"og:site_name\" content=\"IdeaScale\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ideascale\" \/>\n<meta property=\"article:published_time\" content=\"2023-12-01T00:00:43+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-06-20T12:47:00+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/Customer-Experience-Research-scaled.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"803\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Moinul Alam\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ideascale\" \/>\n<meta name=\"twitter:site\" content=\"@ideascale\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Moinul Alam\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"25 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/ideascale.com\/vi\/viblog\/trai-nghiem-cx-doi-moi-cua-khach-hang-la-gi\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/ideascale.com\/vi\/viblog\/trai-nghiem-cx-doi-moi-cua-khach-hang-la-gi\/\"},\"author\":{\"name\":\"Moinul Alam\",\"@id\":\"http:\/\/ideascale.com\/vi\/#\/schema\/person\/548a157b52ddaa368a8914d8e36b8373\"},\"headline\":\"\u0110\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) l\u00e0 g\u00ec? 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