{"id":82927,"date":"2023-05-18T04:47:57","date_gmt":"2023-05-18T08:47:57","guid":{"rendered":"https:\/\/ideascale.com\/viblog\/nghien-cuu-trai-nghiem-khach-hang-la-gi\/"},"modified":"2024-06-23T08:40:25","modified_gmt":"2024-06-23T12:40:25","slug":"nghien-cuu-trai-nghiem-khach-hang-la-gi","status":"publish","type":"post","link":"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-trai-nghiem-khach-hang-la-gi\/","title":{"rendered":"Nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) l\u00e0 g\u00ec? \u0110\u1ecbnh ngh\u0129a, t\u1ea7m quan tr\u1ecdng, ph\u01b0\u01a1ng ph\u00e1p v\u00e0 ph\u01b0\u01a1ng ph\u00e1p hay nh\u1ea5t"},"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-padding-right-small:0px;--awb-padding-left-small: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-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-1\" style=\"--awb-font-size:22px;\"><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;all&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_Nghien_cuu_trai_nghiem_khach_hang_CX_la\">Nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) l\u00e0 g\u00ec?<\/a><\/li><li class=\"awb-toc-el__list-item\"><a class=\"awb-toc-el__item-anchor\" href=\"#toc_Tam_quan_trong_cua_nghien_cuu_trai_nghiem\">T\u1ea7m quan tr\u1ecdng c\u1ee7a nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX)<\/a><\/li><li class=\"awb-toc-el__list-item\"><a class=\"awb-toc-el__item-anchor\" href=\"#toc_Nghien_cuu_trai_nghiem_khach_hang_CX_Cac\">Nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX): C\u00e1c b\u01b0\u1edbc ch\u00ednh<\/a><\/li><li class=\"awb-toc-el__list-item\"><a class=\"awb-toc-el__item-anchor\" href=\"#toc_Phuong_phap_nghien_cuu_trai_nghiem_khach_hang\">Ph\u01b0\u01a1ng ph\u00e1p nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX)<\/a><\/li><li class=\"awb-toc-el__list-item\"><a class=\"awb-toc-el__item-anchor\" href=\"#toc_8_phuong_phap_hay_nhat_e_nghien_cuu\">8 ph\u01b0\u01a1ng ph\u00e1p hay nh\u1ea5t \u0111\u1ec3 nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX)<\/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=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">Nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) l\u00e0 g\u00ec?<\/h2>\n<p><span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a l\u00e0 ph\u01b0\u01a1ng ph\u00e1p nghi\u00ean c\u1ee9u v\u00e0 ph\u00e2n t\u00edch m\u1ed9t c\u00e1ch c\u00f3 h\u1ec7 th\u1ed1ng c\u00e1c t\u01b0\u01a1ng t\u00e1c v\u00e0 nh\u1eadn th\u1ee9c c\u1ee7a kh\u00e1ch h\u00e0ng, trong su\u1ed1t h\u00e0nh tr\u00ecnh c\u1ee7a h\u1ecd v\u1edbi m\u1ed9t c\u00f4ng ty ho\u1eb7c th\u01b0\u01a1ng hi\u1ec7u v\u1edbi m\u1ee5c ti\u00eau c\u1ea3i thi\u1ec7n nh\u1eefng tr\u1ea3i nghi\u1ec7m n\u00e0y. N\u00f3 li\u00ean quan \u0111\u1ebfn vi\u1ec7c thu th\u1eadp d\u1eef li\u1ec7u v\u00e0 hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc \u0111\u1ec3 hi\u1ec3u mong \u0111\u1ee3i, nhu c\u1ea7u, s\u1edf th\u00edch v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng chung c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ho\u1eb7c t\u01b0\u01a1ng t\u00e1c m\u00e0 h\u1ecd c\u00f3 v\u1edbi t\u1ed5 ch\u1ee9c.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Kh\u00e1ch h\u00e0ng l\u00e0 n\u1ec1n t\u1ea3ng c\u1ee7a b\u1ea5t k\u1ef3 doanh nghi\u1ec7p n\u00e0o v\u00e0 vi\u1ec7c \u01b0u ti\u00ean s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a h\u1ecd l\u00e0 r\u1ea5t quan tr\u1ecdng. C\u00e1c nghi\u00ean c\u1ee9u ch\u1ec9 ra r\u1eb1ng chi ph\u00ed \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng m\u1edbi cao g\u1ea5p 5 l\u1ea7n so v\u1edbi vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i. Do \u0111\u00f3, \u0111i\u1ec1u c\u1ea7n thi\u1ebft l\u00e0 c\u00e1c c\u00f4ng ty ph\u1ea3i nu\u00f4i d\u01b0\u1ee1ng m\u1ed1i quan h\u1ec7 b\u1ec1n ch\u1eb7t v\u1edbi c\u01a1 s\u1edf kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i c\u1ee7a m\u00ecnh \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a l\u1ee3i t\u1ee9c \u0111\u1ea7u t\u01b0 (ROI).<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) nh\u1eb1m m\u1ee5c \u0111\u00edch cung c\u1ea5p cho doanh nghi\u1ec7p nh\u1eefng th\u00f4ng tin c\u00f3 gi\u00e1 tr\u1ecb \u0111\u1ec3 n\u00e2ng cao v\u00e0 t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. N\u00f3 bao g\u1ed3m nhi\u1ec1u ph\u01b0\u01a1ng ph\u00e1p nghi\u00ean c\u1ee9u kh\u00e1c nhau, ch\u1eb3ng h\u1ea1n nh\u01b0 kh\u1ea3o s\u00e1t, ph\u1ecfng v\u1ea5n, <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nhom-tap-trung-la-gi\/\">nh\u00f3m t\u1eadp trung<\/a> , ki\u1ec3m tra kh\u1ea3 n\u0103ng s\u1eed d\u1ee5ng v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u, \u0111\u1ec3 thu th\u1eadp d\u1eef li\u1ec7u <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-luong-la-gi\/\">nghi\u00ean c\u1ee9u<\/a> <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-tinh-la-gi\/\">\u0111\u1ecbnh t\u00ednh<\/a> v\u00e0 \u0111\u1ecbnh l\u01b0\u1ee3ng v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><b>Nghi\u00ean c\u1ee9u Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) \u0110\u1eb7c \u0111i\u1ec3m ch\u00ednh <\/b><\/p>\n<p><span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) \u0111\u01b0\u1ee3c \u0111\u1eb7c tr\u01b0ng b\u1edfi m\u1ed9t s\u1ed1 thu\u1ed9c t\u00ednh ch\u00ednh gi\u00fap c\u00e1c t\u1ed5 ch\u1ee9c hi\u1ec3u r\u00f5 h\u01a1n v\u00e0 n\u00e2ng cao s\u1ef1 t\u01b0\u01a1ng t\u00e1c gi\u1eefa kh\u00e1ch h\u00e0ng v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u00e0 \u0111i\u1ec3m ti\u1ebfp x\u00fac c\u1ee7a h\u1ecd. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 nh\u1eefng \u0111\u1eb7c \u0111i\u1ec3m ch\u00ednh c\u1ee7a nghi\u00ean c\u1ee9u CX:<\/span><\/p>\n<ul>\n<li><b>L\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m: <\/b><span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u CX xoay quanh nhu c\u1ea7u, s\u1edf th\u00edch v\u00e0 h\u00e0nh vi c\u1ee7a kh\u00e1ch h\u00e0ng. N\u00f3 \u0111\u1eb7t kh\u00e1ch h\u00e0ng v\u00e0o trung t\u00e2m c\u1ee7a vi\u1ec7c ra quy\u1ebft \u0111\u1ecbnh v\u00e0 nh\u1eb1m m\u1ee5c \u0111\u00edch \u0111i\u1ec1u ch\u1ec9nh c\u00e1c d\u1ecbch v\u1ee5 ph\u00f9 h\u1ee3p v\u1edbi mong \u0111\u1ee3i c\u1ee7a h\u1ecd.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp c\u1eadn to\u00e0n di\u1ec7n:<\/b><span style=\"font-weight: 400;\"> Nghi\u00ean c\u1ee9u CX xem x\u00e9t to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb nh\u1eadn th\u1ee9c ban \u0111\u1ea7u \u0111\u1ebfn t\u01b0\u01a1ng t\u00e1c sau mua h\u00e0ng v\u00e0 h\u01a1n th\u1ebf n\u1eefa. N\u00f3 ki\u1ec3m tra c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac v\u00e0 t\u01b0\u01a1ng t\u00e1c kh\u00e1c nhau \u0111\u1ec3 cung c\u1ea5p c\u00e1i nh\u00ecn to\u00e0n di\u1ec7n.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Ph\u01b0\u01a1ng ph\u00e1p \u0111\u1ecbnh t\u00ednh v\u00e0 \u0111\u1ecbnh l\u01b0\u1ee3ng:<\/b> <span style=\"font-weight: 400;\">S\u1ef1 k\u1ebft h\u1ee3p gi\u1eefa <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-tinh-la-gi\/\">c\u00e1c ph\u01b0\u01a1ng ph\u00e1p \u0111\u1ecbnh t\u00ednh<\/a> (ph\u1ecfng v\u1ea5n, nh\u00f3m t\u1eadp trung, quan s\u00e1t) v\u00e0 <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-luong-la-gi\/\">ph\u01b0\u01a1ng ph\u00e1p \u0111\u1ecbnh l\u01b0\u1ee3ng<\/a> (kh\u1ea3o s\u00e1t, ph\u00e2n t\u00edch) \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 thu th\u1eadp hi\u1ec3u bi\u1ebft to\u00e0n di\u1ec7n v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u0110a ng\u00e0nh: <\/b><span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u CX r\u00fat ra t\u1eeb nhi\u1ec1u ng\u00e0nh kh\u00e1c nhau, bao g\u1ed3m t\u00e2m l\u00fd h\u1ecdc, x\u00e3 h\u1ed9i h\u1ecdc, thi\u1ebft k\u1ebf, ti\u1ebfp th\u1ecb v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u. C\u00e1ch ti\u1ebfp c\u1eadn \u0111a ng\u00e0nh n\u00e0y \u0111\u1ea3m b\u1ea3o ki\u1ec3m tra k\u1ef9 l\u01b0\u1ee1ng c\u00e1c kh\u00eda c\u1ea1nh kh\u00e1c nhau c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Li\u00ean t\u1ee5c v\u00e0 l\u1eb7p l\u1ea1i:<\/b><span style=\"font-weight: 400;\"> Nghi\u00ean c\u1ee9u CX l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh li\u00ean t\u1ee5c, trong \u0111\u00f3 c\u00e1c c\u00f4ng ty li\u00ean t\u1ee5c thu th\u1eadp d\u1eef li\u1ec7u, ph\u00e2n t\u00edch <a href=\"https:\/\/ideascale.com\/vi\/viblog\/phan-hoi-cua-khach-hang-la-gi\/\">ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/a> v\u00e0 th\u1ef1c hi\u1ec7n c\u00e1c c\u1ea3i ti\u1ebfn. \u0110\u00f3 l\u00e0 m\u1ed9t chu tr\u00ecnh l\u1eb7p \u0111i l\u1eb7p l\u1ea1i \u0111\u1ec3 th\u00edch \u1ee9ng v\u1edbi nhu c\u1ea7u thay \u0111\u1ed5i c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Nh\u1ea5n m\u1ea1nh v\u00e0o c\u1ea3m x\u00fac:<\/b><span style=\"font-weight: 400;\"> Ngo\u00e0i nh\u1eefng c\u00e2n nh\u1eafc h\u1ee3p l\u00fd, nghi\u00ean c\u1ee9u c\u1ee7a CX c\u00f2n \u0111i s\u00e2u v\u00e0o c\u1ea3m x\u00fac, c\u1ea3m x\u00fac v\u00e0 th\u00e1i \u0111\u1ed9 c\u1ee7a kh\u00e1ch h\u00e0ng. Tr\u1ea3i nghi\u1ec7m c\u1ea3m x\u00fac t\u00e1c \u0111\u1ed9ng \u0111\u00e1ng k\u1ec3 \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 l\u00f2ng trung th\u00e0nh t\u1ed5ng th\u1ec3.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Th\u00f4ng tin chi ti\u1ebft d\u1ef1a tr\u00ean d\u1eef li\u1ec7u: <\/b><span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u CX d\u1ef1a tr\u00ean c\u1ea3 d\u1eef li\u1ec7u nghi\u00ean c\u1ee9u <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-tinh-la-gi\/\">\u0111\u1ecbnh t\u00ednh<\/a> v\u00e0 <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-luong-la-gi\/\">\u0111\u1ecbnh l\u01b0\u1ee3ng<\/a> \u0111\u1ec3 kh\u00e1m ph\u00e1 c\u00e1c m\u00f4 h\u00ecnh, xu h\u01b0\u1edbng v\u00e0 c\u01a1 h\u1ed9i c\u1ea3i ti\u1ebfn. Ph\u00e2n t\u00edch d\u1eef li\u1ec7u gi\u00fap x\u00e1c \u0111\u1ecbnh c\u00e1c l\u0129nh v\u1ef1c ch\u00ednh c\u1ea7n t\u1eadp trung v\u00e0o.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>H\u1ee3p t\u00e1c \u0111a ch\u1ee9c n\u0103ng:<\/b> <span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u CX th\u00e0nh c\u00f4ng bao g\u1ed3m s\u1ef1 h\u1ee3p t\u00e1c gi\u1eefa c\u00e1c b\u1ed9 ph\u1eadn kh\u00e1c nhau, ch\u1eb3ng h\u1ea1n nh\u01b0 ti\u1ebfp th\u1ecb, ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 thi\u1ebft k\u1ebf, \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng nh\u1ea5t qu\u00e1n v\u00e0 g\u1eafn k\u1ebft.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>L\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng:<\/b> <span style=\"font-weight: 400;\">T\u1ea1o c\u00e1c b\u1ea3n tr\u00ecnh b\u00e0y tr\u1ef1c quan v\u1ec1 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng gi\u00fap x\u00e1c \u0111\u1ecbnh c\u00e1c \u0111i\u1ec3m y\u1ebfu, c\u01a1 h\u1ed9i v\u00e0 \u0111i\u1ec3m ti\u1ebfp x\u00fac quan tr\u1ecdng, t\u1ea1o \u0111i\u1ec1u ki\u1ec7n thu\u1eadn l\u1ee3i cho vi\u1ec7c ra quy\u1ebft \u0111\u1ecbnh chi\u1ebfn l\u01b0\u1ee3c.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Net Promoter Score (NPS):<\/b> <span style=\"font-weight: 400;\">Th\u01b0\u1eddng \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng nh\u01b0 m\u1ed9t th\u01b0\u1edbc \u0111o \u0111\u01a1n gi\u1ea3n nh\u01b0ng hi\u1ec7u qu\u1ea3, NPS \u0111o l\u01b0\u1eddng l\u00f2ng trung th\u00e0nh v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch \u0111o l\u01b0\u1eddng kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng gi\u1edbi thi\u1ec7u c\u00f4ng ty cho ng\u01b0\u1eddi kh\u00e1c.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Thi\u1ebft k\u1ebf l\u1ea5y con ng\u01b0\u1eddi l\u00e0m trung t\u00e2m:<\/b> <span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u CX th\u01b0\u1eddng ph\u00f9 h\u1ee3p v\u1edbi c\u00e1c nguy\u00ean t\u1eafc thi\u1ebft k\u1ebf l\u1ea5y con ng\u01b0\u1eddi l\u00e0m trung t\u00e2m, t\u1eadp trung v\u00e0o vi\u1ec7c t\u1ea1o ra c\u00e1c s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 ph\u1ee5c v\u1ee5 nhu c\u1ea7u v\u00e0 h\u00e0nh vi th\u1ef1c s\u1ef1 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>C\u00e1 nh\u00e2n h\u00f3a:<\/b> <span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u CX nh\u1ea5n m\u1ea1nh t\u1ea7m quan tr\u1ecdng c\u1ee7a vi\u1ec7c \u0111i\u1ec1u ch\u1ec9nh tr\u1ea3i nghi\u1ec7m cho t\u1eebng kh\u00e1ch h\u00e0ng ho\u1eb7c ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng, n\u00e2ng cao m\u1ee9c \u0111\u1ed9 ph\u00f9 h\u1ee3p v\u00e0 m\u1ee9c \u0111\u1ed9 t\u01b0\u01a1ng t\u00e1c.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Th\u00f4ng tin chi ti\u1ebft c\u00f3 th\u1ec3 h\u00e0nh \u0111\u1ed9ng:<\/b> <span style=\"font-weight: 400;\">Nh\u1eefng hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc thu \u0111\u01b0\u1ee3c t\u1eeb nghi\u00ean c\u1ee9u CX kh\u00f4ng ch\u1ec9 \u0111\u01a1n thu\u1ea7n l\u00e0 l\u00fd thuy\u1ebft m\u00e0 c\u00f2n \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 th\u00fac \u0111\u1ea9y nh\u1eefng thay \u0111\u1ed5i v\u00e0 c\u1ea3i ti\u1ebfn c\u00f3 th\u1ec3 h\u00e0nh \u0111\u1ed9ng, t\u00e1c \u0111\u1ed9ng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>T\u1eadp trung d\u00e0i h\u1ea1n:<\/b> <span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u CX nh\u1eb1m m\u1ee5c \u0111\u00edch x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng l\u00e2u d\u00e0i, nu\u00f4i d\u01b0\u1ee1ng l\u00f2ng trung th\u00e0nh v\u00e0 th\u00fac \u0111\u1ea9y vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng theo th\u1eddi gian, thay v\u00ec ch\u1ec9 t\u1eadp trung v\u00e0o l\u1ee3i \u00edch ng\u1eafn h\u1ea1n.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>L\u1ee3i th\u1ebf c\u1ea1nh tranh:<\/b> <span style=\"font-weight: 400;\">C\u00e1c t\u1ed5 ch\u1ee9c xu\u1ea5t s\u1eafc trong nghi\u00ean c\u1ee9u v\u00e0 tri\u1ec3n khai CX th\u01b0\u1eddng \u0111\u1ea1t \u0111\u01b0\u1ee3c l\u1ee3i th\u1ebf c\u1ea1nh tranh v\u00ec tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 khi\u1ebfn h\u1ecd tr\u1edf n\u00ean kh\u00e1c bi\u1ec7t tr\u00ean th\u1ecb tr\u01b0\u1eddng.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u CX l\u00e0 m\u1ed9t ho\u1ea1t \u0111\u1ed9ng n\u0103ng \u0111\u1ed9ng v\u00e0 \u0111a chi\u1ec1u nh\u1eb1m t\u00ecm c\u00e1ch hi\u1ec3u, \u0111o l\u01b0\u1eddng v\u00e0 c\u1ea3i thi\u1ec7n s\u1ef1 t\u01b0\u01a1ng t\u00e1c gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 c\u00f4ng ty. \u0110\u1eb7c \u0111i\u1ec3m c\u1ee7a n\u00f3 \u0111\u1ea3m b\u1ea3o c\u00e1ch ti\u1ebfp c\u1eadn to\u00e0n di\u1ec7n, l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m, gi\u00fap \u0111\u01b0a ra c\u00e1c quy\u1ebft \u0111\u1ecbnh s\u00e1ng su\u1ed1t h\u01a1n v\u00e0 n\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<h2 class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">T\u1ea7m quan tr\u1ecdng c\u1ee7a nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX)<\/h2>\n<p><img decoding=\"async\" class=\"lazyload aligncenter wp-image-58646 size-fusion-600\" src=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-1-600x491.jpg\" data-orig-src=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-1-600x491.jpg\" alt=\"T\u1ea7m quan tr\u1ecdng c\u1ee7a nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX)\" width=\"600\" height=\"491\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%27600%27%20height%3D%27491%27%20viewBox%3D%270%200%20600%20491%27%3E%3Crect%20width%3D%27600%27%20height%3D%27491%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E\" data-srcset=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-1-200x164.jpg 200w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-1-300x245.jpg 300w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-1-400x327.jpg 400w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-1-600x491.jpg 600w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-1.jpg 715w\" data-sizes=\"auto\" data-orig-sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">\u0110\u1ec3 th\u1ef1c s\u1ef1 hi\u1ec3u v\u00e0 \u0111\u00e1p \u1ee9ng mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng, c\u00e1c c\u00f4ng ty ph\u1ea3i chuy\u1ec3n sang nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX). D\u01b0\u1edbi \u0111\u00e2y l\u00e0 t\u1ea7m quan tr\u1ecdng c\u1ee7a nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 t\u00e1c \u0111\u1ed9ng c\u1ee7a n\u00f3 \u0111\u1ed1i v\u1edbi vi\u1ec7c m\u1edf ra th\u00e0nh c\u00f4ng trong kinh doanh:<\/span><\/p>\n<p><strong><b>1. Th\u1ea5u hi\u1ec3u nhu c\u1ea7u kh\u00e1ch h\u00e0ng<\/b><\/strong><\/p>\n<p><span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng cung c\u1ea5p nh\u1eefng hi\u1ec3u bi\u1ebft c\u00f3 gi\u00e1 tr\u1ecb v\u1ec1 s\u1edf th\u00edch, k\u1ef3 v\u1ecdng v\u00e0 \u0111i\u1ec3m y\u1ebfu c\u1ee7a kh\u00e1ch h\u00e0ng. B\u1eb1ng c\u00e1ch t\u00edch c\u1ef1c l\u1eafng nghe kh\u00e1ch h\u00e0ng th\u00f4ng qua kh\u1ea3o s\u00e1t, ph\u1ecfng v\u1ea5n v\u00e0 c\u01a1 ch\u1ebf ph\u1ea3n h\u1ed3i, doanh nghi\u1ec7p c\u00f3 \u0111\u01b0\u1ee3c s\u1ef1 hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc v\u1ec1 \u0111\u1ed1i t\u01b0\u1ee3ng m\u1ee5c ti\u00eau c\u1ee7a m\u00ecnh. Ki\u1ebfn th\u1ee9c n\u00e0y cho ph\u00e9p c\u00e1c c\u00f4ng ty \u0111i\u1ec1u ch\u1ec9nh s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u00e0 t\u01b0\u01a1ng t\u00e1c c\u1ee7a h\u1ecd v\u1edbi nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 c\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><strong><b>2. N\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/b><\/strong><\/p>\n<p><span style=\"font-weight: 400;\">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 trung th\u00e0nh h\u01a1n. Nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng cho ph\u00e9p doanh nghi\u1ec7p x\u00e1c \u0111\u1ecbnh c\u00e1c l\u0129nh v\u1ef1c c\u00f3 th\u1ec3 n\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. B\u1eb1ng c\u00e1ch ph\u00e2n t\u00edch <a href=\"https:\/\/ideascale.com\/vi\/viblog\/phan-hoi-cua-khach-hang-la-gi\/\">ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/a> , doanh nghi\u1ec7p c\u00f3 th\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c \u0111i\u1ec3m y\u1ebfu, h\u1ee3p l\u00fd h\u00f3a quy tr\u00ecnh v\u00e0 t\u1ed1i \u01b0u h\u00f3a c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac trong su\u1ed1t h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng. C\u00e1ch ti\u1ebfp c\u1eadn ch\u1ee7 \u0111\u1ed9ng n\u00e0y gi\u00fap c\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, truy\u1ec1n mi\u1ec7ng t\u00edch c\u1ef1c v\u00e0 t\u0103ng kh\u1ea3 n\u0103ng gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><strong><b>3. X\u00e1c \u0111\u1ecbnh c\u01a1 h\u1ed9i \u0111\u1ed5i m\u1edbi<\/b><\/strong><\/p>\n<p><span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u CX v\u01b0\u1ee3t xa vi\u1ec7c gi\u1ea3i quy\u1ebft c\u00e1c m\u1ed1i quan t\u00e2m tr\u1ef1c ti\u1ebfp c\u1ee7a kh\u00e1ch h\u00e0ng. N\u00f3 c\u0169ng gi\u00fap doanh nghi\u1ec7p x\u00e1c \u0111\u1ecbnh nh\u1eefng nhu c\u1ea7u ch\u01b0a \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng v\u00e0 kh\u00e1m ph\u00e1 nh\u1eefng c\u01a1 h\u1ed9i <a href=\"https:\/\/ideascale.com\/vi\/viblog\/doi-moi-la-gi\/\">\u0111\u1ed5i m\u1edbi<\/a> . B\u1eb1ng c\u00e1ch nghi\u00ean c\u1ee9u ch\u1eb7t ch\u1ebd <a href=\"https:\/\/ideascale.com\/vi\/viblog\/phan-hoi-cua-khach-hang-la-gi\/\">ph\u1ea3n h\u1ed3i v\u00e0 h\u00e0nh vi c\u1ee7a kh\u00e1ch h\u00e0ng<\/a> , c\u00e1c c\u00f4ng ty c\u00f3 th\u1ec3 ph\u00e1t hi\u1ec7n xu h\u01b0\u1edbng, d\u1ef1 \u0111o\u00e1n nh\u1eefng thay \u0111\u1ed5i trong s\u1edf th\u00edch v\u00e0 ph\u00e1t tri\u1ec3n c\u00e1c s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 m\u1edbi \u0111\u00e1p \u1ee9ng nhu c\u1ea7u ng\u00e0y c\u00e0ng t\u0103ng c\u1ee7a th\u1ecb tr\u01b0\u1eddng. C\u00e1ch ti\u1ebfp c\u1eadn l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m n\u00e0y th\u00fac \u0111\u1ea9y s\u1ef1 \u0111\u1ed5i m\u1edbi v\u00e0 \u0111\u1ecbnh v\u1ecb c\u00e1c doanh nghi\u1ec7p l\u00e0 ng\u01b0\u1eddi d\u1eabn \u0111\u1ea7u trong c\u00e1c ng\u00e0nh t\u01b0\u01a1ng \u1ee9ng c\u1ee7a h\u1ecd.<\/span><\/p>\n<p><strong><b>4. C\u00e1 nh\u00e2n h\u00f3a t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng<\/b><\/strong><\/p>\n<p><span style=\"font-weight: 400;\">Kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1 cao nh\u1eefng tr\u1ea3i nghi\u1ec7m \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a v\u00ec h\u1ecd \u0111\u00e1nh gi\u00e1 r\u1ea5t cao c\u1ea3m gi\u00e1c \u0111\u01b0\u1ee3c coi tr\u1ecdng, \u0111\u01b0\u1ee3c th\u1ea5u hi\u1ec3u v\u00e0 qu\u00fd tr\u1ecdng. Nghi\u00ean c\u1ee9u CX cung c\u1ea5p d\u1eef li\u1ec7u c\u00f3 gi\u00e1 tr\u1ecb \u0111\u1ec3 ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng v\u00e0 \u0111i\u1ec1u ch\u1ec9nh c\u00e1c t\u01b0\u01a1ng t\u00e1c ph\u00f9 h\u1ee3p. B\u1eb1ng c\u00e1ch hi\u1ec3u s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u01b0a ra c\u00e1c chi\u1ebfn d\u1ecbch ti\u1ebfp th\u1ecb \u0111\u01b0\u1ee3c nh\u1eafm m\u1ee5c ti\u00eau, \u0111\u1ec1 xu\u1ea5t \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a v\u00e0 tr\u1ea3i nghi\u1ec7m t\u00f9y ch\u1ec9nh ph\u00f9 h\u1ee3p v\u1edbi t\u1eebng kh\u00e1ch h\u00e0ng. C\u00e1 nh\u00e2n h\u00f3a t\u0103ng c\u01b0\u1eddng s\u1ef1 t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng, th\u00fac \u0111\u1ea9y l\u00f2ng trung th\u00e0nh l\u00e2u d\u00e0i v\u00e0 t\u0103ng kh\u1ea3 n\u0103ng mua h\u00e0ng l\u1eb7p l\u1ea1i.<\/span><\/p>\n<p><strong><b>5. T\u1ed1i \u0111a h\u00f3a l\u1ee3i t\u1ee9c \u0111\u1ea7u t\u01b0 (ROI)<\/b><\/strong><\/p>\n<p><span style=\"font-weight: 400;\">\u0110\u1ea7u t\u01b0 v\u00e0o nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t b\u01b0\u1edbc \u0111i chi\u1ebfn l\u01b0\u1ee3c c\u00f3 ti\u1ec1m n\u0103ng ROI \u0111\u00e1ng k\u1ec3. B\u1eb1ng c\u00e1ch x\u00e1c \u0111\u1ecbnh v\u00e0 \u01b0u ti\u00ean c\u00e1c \u0111i\u1ec3m kh\u00f3 kh\u0103n c\u1ee7a kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 ph\u00e2n b\u1ed5 ngu\u1ed3n l\u1ef1c hi\u1ec7u qu\u1ea3 h\u01a1n, t\u1eadp trung v\u00e0o c\u00e1c l\u0129nh v\u1ef1c t\u1ea1o ra t\u00e1c \u0111\u1ed9ng l\u1edbn nh\u1ea5t. C\u00e1ch ti\u1ebfp c\u1eadn d\u1ef1a tr\u00ean d\u1eef li\u1ec7u n\u00e0y gi\u00fap gi\u1ea3m thi\u1ec3u nh\u1eefng n\u1ed7 l\u1ef1c l\u00e3ng ph\u00ed, c\u1ea3i thi\u1ec7n hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng v\u00e0 t\u1ed1i \u01b0u h\u00f3a chi ti\u00eau ti\u1ebfp th\u1ecb. Cu\u1ed1i c\u00f9ng, n\u00f3 d\u1eabn \u0111\u1ebfn t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng cao h\u01a1n, t\u0103ng gi\u00e1 tr\u1ecb l\u00e2u d\u00e0i c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 l\u1ee3i nhu\u1eadn t\u1ed1t h\u01a1n.<\/span><\/p>\n<p><strong><b>6. \u0110i tr\u01b0\u1edbc \u0111\u1ed1i th\u1ee7<\/b><\/strong><\/p>\n<p><span style=\"font-weight: 400;\">Trong th\u1ecb tr\u01b0\u1eddng si\u00eau c\u1ea1nh tranh ng\u00e0y nay, vi\u1ec7c cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u1eb7c bi\u1ec7t gi\u00fap doanh nghi\u1ec7p tr\u1edf n\u00ean kh\u00e1c bi\u1ec7t so v\u1edbi c\u00e1c \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh. Nghi\u00ean c\u1ee9u CX cho ph\u00e9p c\u00e1c c\u00f4ng ty t\u1ea1o ra s\u1ef1 kh\u00e1c bi\u1ec7t b\u1eb1ng c\u00e1ch li\u00ean t\u1ee5c \u0111\u00e1p \u1ee9ng v\u00e0 v\u01b0\u1ee3t qu\u00e1 s\u1ef1 mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng. B\u1eb1ng c\u00e1ch li\u00ean t\u1ee5c thu th\u1eadp <a href=\"https:\/\/ideascale.com\/vi\/viblog\/phan-hoi-cua-khach-hang-la-gi\/\">ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/a> , th\u00edch \u1ee9ng v\u1edbi nhu c\u1ea7u thay \u0111\u1ed5i c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 th\u1ef1c hi\u1ec7n c\u00e1c c\u1ea3i ti\u1ebfn, doanh nghi\u1ec7p c\u00f3 th\u1ec3 duy tr\u00ec l\u1ee3i th\u1ebf c\u1ea1nh tranh, x\u00e2y d\u1ef1ng c\u01a1 s\u1edf kh\u00e1ch h\u00e0ng trung th\u00e0nh v\u00e0 \u0111\u1ea3m b\u1ea3o th\u00e0nh c\u00f4ng l\u00e2u d\u00e0i.<\/span><\/p>\n<p><strong><b>T\u00ecm hi\u1ec3u th\u00eam: <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-khach-hang-la-gi\/\">Nghi\u00ean c\u1ee9u kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/a><\/b><\/strong><\/p>\n<h2 class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">Nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX): C\u00e1c b\u01b0\u1edbc ch\u00ednh<\/h2>\n<p><span style=\"font-weight: 400;\">Qu\u00e1 tr\u00ecnh nghi\u00ean c\u1ee9u th\u01b0\u1eddng bao g\u1ed3m c\u00e1c b\u01b0\u1edbc sau:<\/span><\/p>\n<p><b>B\u01b0\u1edbc 1. X\u00e1c \u0111\u1ecbnh m\u1ee5c ti\u00eau:<\/b><span style=\"font-weight: 400;\"> N\u00eau r\u00f5 m\u1ee5c ti\u00eau v\u00e0 m\u1ee5c ti\u00eau c\u1ee7a nghi\u00ean c\u1ee9u, ch\u1eb3ng h\u1ea1n nh\u01b0 x\u00e1c \u0111\u1ecbnh c\u00e1c \u0111i\u1ec3m y\u1ebfu, c\u1ea3i thi\u1ec7n c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac c\u1ee5 th\u1ec3 ho\u1eb7c \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><b>B\u01b0\u1edbc 2. Thi\u1ebft k\u1ebf nghi\u00ean c\u1ee9u:<\/b><span style=\"font-weight: 400;\"> L\u1ef1a ch\u1ecdn ph\u01b0\u01a1ng ph\u00e1p nghi\u00ean c\u1ee9u ph\u00f9 h\u1ee3p (t\u1ee9c l\u00e0 <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-luong-la-gi\/\">ph\u01b0\u01a1ng ph\u00e1p nghi\u00ean c\u1ee9u<\/a> <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-tinh-la-gi\/\">\u0111\u1ecbnh t\u00ednh<\/a> ho\u1eb7c \u0111\u1ecbnh l\u01b0\u1ee3ng) v\u00e0 k\u1ef9 thu\u1eadt \u0111\u1ec3 thu th\u1eadp d\u1eef li\u1ec7u c\u1ea7n thi\u1ebft. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 li\u00ean quan \u0111\u1ebfn vi\u1ec7c l\u1ef1a ch\u1ecdn gi\u1eefa kh\u1ea3o s\u00e1t \u0111\u1ecbnh l\u01b0\u1ee3ng, ph\u1ecfng v\u1ea5n \u0111\u1ecbnh t\u00ednh, ki\u1ec3m tra kh\u1ea3 n\u0103ng s\u1eed d\u1ee5ng ho\u1eb7c k\u1ebft h\u1ee3p c\u00e1c ph\u01b0\u01a1ng ph\u00e1p.<\/span><\/p>\n<p><b>B\u01b0\u1edbc 3. Thu th\u1eadp d\u1eef li\u1ec7u: <\/b><span style=\"font-weight: 400;\">Th\u1ef1c hi\u1ec7n c\u00e1c ph\u01b0\u01a1ng ph\u00e1p nghi\u00ean c\u1ee9u \u0111\u00e3 ch\u1ecdn \u0111\u1ec3 thu th\u1eadp d\u1eef li\u1ec7u t\u1eeb kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n th\u00f4ng qua kh\u1ea3o s\u00e1t tr\u1ef1c tuy\u1ebfn, ph\u1ecfng v\u1ea5n tr\u1ef1c ti\u1ebfp, g\u1ecdi \u0111i\u1ec7n tho\u1ea1i, ph\u00e2n t\u00edch trang web ho\u1eb7c c\u00e1c ph\u01b0\u01a1ng ti\u1ec7n kh\u00e1c t\u00f9y thu\u1ed9c v\u00e0o m\u1ee5c ti\u00eau nghi\u00ean c\u1ee9u.<\/span><\/p>\n<p><b>B\u01b0\u1edbc 4. Ph\u00e2n t\u00edch d\u1eef li\u1ec7u: <\/b><span style=\"font-weight: 400;\">Ph\u00e2n t\u00edch d\u1eef li\u1ec7u \u0111\u01b0\u1ee3c thu th\u1eadp \u0111\u1ec3 kh\u00e1m ph\u00e1 c\u00e1c m\u00f4 h\u00ecnh, xu h\u01b0\u1edbng v\u00e0 hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 li\u00ean quan \u0111\u1ebfn ph\u00e2n t\u00edch th\u1ed1ng k\u00ea, ph\u00e2n t\u00edch t\u00ecnh c\u1ea3m, m\u00e3 h\u00f3a theo ch\u1ee7 \u0111\u1ec1 c\u1ee7a c\u00e1c c\u00e2u tr\u1ea3 l\u1eddi \u0111\u1ecbnh t\u00ednh ho\u1eb7c c\u00e1c k\u1ef9 thu\u1eadt kh\u00e1c \u0111\u1ec3 tr\u00edch xu\u1ea5t th\u00f4ng tin c\u00f3 \u00fd ngh\u0129a.<\/span><\/p>\n<p><b>B\u01b0\u1edbc 5. B\u00e1o c\u00e1o v\u00e0 khuy\u1ebfn ngh\u1ecb: <\/b><span style=\"font-weight: 400;\">Tr\u00ecnh b\u00e0y c\u00e1c ph\u00e1t hi\u1ec7n \u1edf \u0111\u1ecbnh d\u1ea1ng r\u00f5 r\u00e0ng v\u00e0 c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n \u0111\u01b0\u1ee3c, ch\u1eb3ng h\u1ea1n nh\u01b0 b\u00e1o c\u00e1o, b\u1ea3n tr\u00ecnh b\u00e0y ho\u1eb7c b\u1ea3ng \u0111i\u1ec1u khi\u1ec3n. C\u00e1c t\u1ed5 ch\u1ee9c c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng K\u1ebft qu\u1ea3 nghi\u00ean c\u1ee9u v\u00e0 \u0111\u1ec1 xu\u1ea5t \u0111\u1ec3 \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh v\u00e0 c\u1ea3i ti\u1ebfn s\u00e1ng su\u1ed1t nh\u1eb1m n\u00e2ng cao tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<h2 class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">Ph\u01b0\u01a1ng ph\u00e1p nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX)<\/h2>\n<p><img decoding=\"async\" class=\"lazyload aligncenter wp-image-58647 size-fusion-600\" src=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-2-600x430.jpg\" data-orig-src=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-2-600x430.jpg\" alt=\"Ph\u01b0\u01a1ng ph\u00e1p nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX)\" width=\"600\" height=\"430\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%27600%27%20height%3D%27430%27%20viewBox%3D%270%200%20600%20430%27%3E%3Crect%20width%3D%27600%27%20height%3D%27430%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E\" data-srcset=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-2-200x143.jpg 200w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-2-300x215.jpg 300w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-2-400x287.jpg 400w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-2-600x430.jpg 600w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-2.jpg 715w\" data-sizes=\"auto\" data-orig-sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng bao g\u1ed3m m\u1ed9t lo\u1ea1t c\u00e1c ph\u01b0\u01a1ng ph\u00e1p cho ph\u00e9p doanh nghi\u1ec7p hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 s\u1edf th\u00edch, nhu c\u1ea7u v\u00e0 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. Kh\u1ea3o s\u00e1t, ph\u1ecfng v\u1ea5n, <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nhom-tap-trung-la-gi\/\">nh\u00f3m t\u1eadp trung<\/a> , <a href=\"https:\/\/ideascale.com\/vi\/viblog\/phan-hoi-cua-khach-hang-la-gi\/\">ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/a> , ki\u1ec3m tra kh\u1ea3 n\u0103ng s\u1eed d\u1ee5ng, l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u. B\u1eb1ng c\u00e1ch t\u1eadn d\u1ee5ng hi\u1ec7u qu\u1ea3 c\u00e1c ph\u01b0\u01a1ng ph\u00e1p sau \u0111\u00e2y, v\u1ed1n \u0111\u1ec1u l\u00e0 nh\u1eefng c\u00f4ng c\u1ee5 c\u00f3 gi\u00e1 tr\u1ecb trong kho nghi\u00ean c\u1ee9u, c\u00e1c t\u1ed5 ch\u1ee9c c\u00f3 th\u1ec3 ph\u00e1t tri\u1ec3n s\u1ef1 hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc v\u1ec1 kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh v\u00e0 x\u00e1c \u0111\u1ecbnh c\u00e1c \u0111i\u1ec3m y\u1ebfu.<\/span><\/p>\n<p><strong><b>1. Kh\u1ea3o s\u00e1t v\u00e0 b\u1ea3ng c\u00e2u h\u1ecfi<\/b><\/strong><\/p>\n<p><span style=\"font-weight: 400;\">Kh\u1ea3o s\u00e1t v\u00e0 b\u1ea3ng c\u00e2u h\u1ecfi l\u00e0 ph\u01b0\u01a1ng ph\u00e1p \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng r\u1ed9ng r\u00e3i trong nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Ch\u00fang cho ph\u00e9p doanh nghi\u1ec7p thu th\u1eadp d\u1eef li\u1ec7u <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-luong-la-gi\/\">nghi\u00ean c\u1ee9u \u0111\u1ecbnh l\u01b0\u1ee3ng<\/a> t\u1eeb m\u1ed9t s\u1ed1 l\u01b0\u1ee3ng l\u1edbn kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3. C\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n th\u00f4ng qua c\u00e1c h\u00ecnh th\u1ee9c tr\u1ef1c tuy\u1ebfn, kh\u1ea3o s\u00e1t qua email ho\u1eb7c th\u1eadm ch\u00ed l\u00e0 ph\u1ecfng v\u1ea5n tr\u1ef1c ti\u1ebfp. B\u1eb1ng c\u00e1ch thi\u1ebft k\u1ebf c\u00e1c c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t \u0111\u01b0\u1ee3c so\u1ea1n th\u1ea3o k\u1ef9 l\u01b0\u1ee1ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 thu th\u1eadp th\u00f4ng tin chi ti\u1ebft v\u1ec1 s\u1ef1 h\u00e0i l\u00f2ng, nh\u1eadn th\u1ee9c, s\u1edf th\u00edch v\u00e0 \u0111i\u1ec3m y\u1ebfu c\u1ee7a kh\u00e1ch h\u00e0ng. Ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i kh\u1ea3o s\u00e1t gi\u00fap x\u00e1c \u0111\u1ecbnh xu h\u01b0\u1edbng, \u0111o l\u01b0\u1eddng \u0111i\u1ec3m h\u00e0i l\u00f2ng v\u00e0 ph\u00e1t hi\u1ec7n c\u00e1c l\u0129nh v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n tr\u00ean c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac kh\u00e1c nhau trong h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><strong><b>2. Ph\u1ecfng v\u1ea5n v\u00e0 nh\u00f3m t\u1eadp trung<\/b><\/strong><\/p>\n<p><span style=\"font-weight: 400;\">C\u00e1c ph\u01b0\u01a1ng ph\u00e1p <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-tinh-la-gi\/\">nghi\u00ean c\u1ee9u \u0111\u1ecbnh t\u00ednh<\/a> nh\u01b0 ph\u1ecfng v\u1ea5n v\u00e0 <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nhom-tap-trung-la-gi\/\">nh\u00f3m t\u1eadp trung<\/a> nghi\u00ean c\u1ee9u s\u00e2u h\u01a1n v\u1ec1 tr\u1ea3i nghi\u1ec7m v\u00e0 c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng. C\u00e1c cu\u1ed9c ph\u1ecfng v\u1ea5n c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n tr\u1ef1c ti\u1ebfp, qua \u0111i\u1ec7n tho\u1ea1i ho\u1eb7c qua cu\u1ed9c g\u1ecdi video, trong khi c\u00e1c nh\u00f3m t\u1eadp trung li\u00ean quan \u0111\u1ebfn vi\u1ec7c t\u1eadp h\u1ee3p m\u1ed9t nh\u00f3m nh\u1ecf kh\u00e1ch h\u00e0ng \u0111\u1ec3 th\u1ea3o lu\u1eadn v\u1ec1 c\u00e1c ch\u1ee7 \u0111\u1ec1 c\u1ee5 th\u1ec3. Nh\u1eefng ph\u01b0\u01a1ng ph\u00e1p n\u00e0y cung c\u1ea5p nh\u1eefng hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc, phong ph\u00fa v\u1ec1 ng\u1eef c\u1ea3nh v\u00e0 cho ph\u00e9p ng\u01b0\u1eddi tham gia b\u00e0y t\u1ecf suy ngh\u0129 v\u00e0 \u00fd ki\u1ebfn \u200b\u200bc\u1ee7a h\u1ecd m\u1ed9t c\u00e1ch chi ti\u1ebft h\u01a1n. B\u1eb1ng c\u00e1ch thu h\u00fat kh\u00e1ch h\u00e0ng v\u00e0o nh\u1eefng cu\u1ed9c tr\u00f2 chuy\u1ec7n c\u00f3 \u00fd ngh\u0129a, doanh nghi\u1ec7p c\u00f3 th\u1ec3 kh\u00e1m ph\u00e1 nh\u1eefng \u0111\u1ed9ng l\u1ef1c ti\u1ec1m \u1ea9n, ph\u00e1t hi\u1ec7n nh\u1eefng nhu c\u1ea7u ch\u01b0a \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng v\u00e0 hi\u1ec3u bi\u1ebft to\u00e0n di\u1ec7n v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><strong><b>3. Ph\u1ea3n h\u1ed3i v\u00e0 \u0111\u00e1nh gi\u00e1 c\u1ee7a kh\u00e1ch h\u00e0ng<\/b><\/strong><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/ideascale.com\/vi\/viblog\/phan-hoi-cua-khach-hang-la-gi\/\">Ph\u1ea3n h\u1ed3i v\u00e0 \u0111\u00e1nh gi\u00e1 c\u1ee7a kh\u00e1ch h\u00e0ng<\/a> \u0111\u00f3ng m\u1ed9t vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c hi\u1ec3u \u0111\u01b0\u1ee3c c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 x\u00e1c \u0111\u1ecbnh c\u00e1c l\u0129nh v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n. Doanh nghi\u1ec7p c\u00f3 th\u1ec3 thu th\u1eadp ph\u1ea3n h\u1ed3i th\u00f4ng qua nhi\u1ec1u k\u00eanh kh\u00e1c nhau, bao g\u1ed3m n\u1ec1n t\u1ea3ng \u0111\u00e1nh gi\u00e1 tr\u1ef1c tuy\u1ebfn, ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i, t\u01b0\u01a1ng t\u00e1c h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng v\u00e0 bi\u1ec3u m\u1eabu ph\u1ea3n h\u1ed3i. Ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i n\u00e0y gi\u00fap x\u00e1c \u0111\u1ecbnh c\u00e1c \u0111i\u1ec3m y\u1ebfu, \u0111i\u1ec3m m\u1ea1nh v\u00e0 \u0111i\u1ec3m y\u1ebfu chung trong h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng. N\u00f3 c\u0169ng t\u1ea1o c\u01a1 h\u1ed9i \u0111\u1ec3 gi\u1ea3i quy\u1ebft k\u1ecbp th\u1eddi c\u00e1c m\u1ed1i quan ng\u1ea1i c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 th\u1ec3 hi\u1ec7n cam k\u1ebft mang l\u1ea1i s\u1ef1 h\u00e0i l\u00f2ng cho kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><strong><b>4. Ki\u1ec3m tra kh\u1ea3 n\u0103ng s\u1eed d\u1ee5ng<\/b><\/strong><\/p>\n<p><span style=\"font-weight: 400;\">Ki\u1ec3m tra kh\u1ea3 n\u0103ng s\u1eed d\u1ee5ng t\u1eadp trung v\u00e0o vi\u1ec7c \u0111\u00e1nh gi\u00e1 t\u00ednh d\u1ec5 s\u1eed d\u1ee5ng v\u00e0 ch\u1ee9c n\u0103ng c\u1ee7a s\u1ea3n ph\u1ea9m, trang web ho\u1eb7c \u1ee9ng d\u1ee5ng t\u1eeb g\u00f3c \u0111\u1ed9 c\u1ee7a kh\u00e1ch h\u00e0ng. N\u00f3 li\u00ean quan \u0111\u1ebfn vi\u1ec7c quan s\u00e1t kh\u00e1ch h\u00e0ng khi h\u1ecd t\u01b0\u01a1ng t\u00e1c v\u1edbi s\u1ea3n ph\u1ea9m ho\u1eb7c giao di\u1ec7n v\u00e0 ghi l\u1ea1i ph\u1ea3n h\u1ed3i c\u1ee7a h\u1ecd trong th\u1eddi gian th\u1ef1c. Ki\u1ec3m tra kh\u1ea3 n\u0103ng s\u1eed d\u1ee5ng gi\u00fap ph\u00e1t hi\u1ec7n c\u00e1c v\u1ea5n \u0111\u1ec1 v\u1ec1 kh\u1ea3 n\u0103ng s\u1eed d\u1ee5ng, th\u00e1ch th\u1ee9c \u0111i\u1ec1u h\u01b0\u1edbng ho\u1eb7c c\u00e1c l\u0129nh v\u1ef1c m\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 g\u1eb7p kh\u00f3 kh\u0103n ho\u1eb7c c\u1ea3m th\u1ea5y th\u1ea5t v\u1ecdng. B\u1eb1ng c\u00e1ch x\u00e1c \u0111\u1ecbnh v\u00e0 gi\u1ea3i quy\u1ebft nh\u1eefng \u0111i\u1ec3m y\u1ebfu n\u00e0y, doanh nghi\u1ec7p c\u00f3 th\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 c\u1ee7a ng\u01b0\u1eddi d\u00f9ng v\u00e0 t\u1ed1i \u01b0u h\u00f3a c\u00e1c d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh \u0111\u1ec3 mang l\u1ea1i s\u1ef1 h\u00e0i l\u00f2ng t\u1ed1i \u0111a cho kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><strong><b>5. L\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/b><\/strong><\/p>\n<p><span style=\"font-weight: 400;\">L\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng bao g\u1ed3m vi\u1ec7c th\u1ec3 hi\u1ec7n tr\u1ef1c quan tr\u1ea3i nghi\u1ec7m t\u1eeb \u0111\u1ea7u \u0111\u1ebfn cu\u1ed1i c\u1ee7a kh\u00e1ch h\u00e0ng qua nhi\u1ec1u \u0111i\u1ec3m ti\u1ebfp x\u00fac v\u00e0 t\u01b0\u01a1ng t\u00e1c kh\u00e1c nhau v\u1edbi doanh nghi\u1ec7p. N\u00f3 cho ph\u00e9p c\u00e1c t\u1ed5 ch\u1ee9c c\u00f3 \u0111\u01b0\u1ee3c c\u00e1i nh\u00ecn to\u00e0n di\u1ec7n v\u1ec1 quan \u0111i\u1ec3m c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 hi\u1ec3u \u0111\u01b0\u1ee3c c\u1ea3m x\u00fac, nhu c\u1ea7u v\u00e0 mong \u0111\u1ee3i \u1edf t\u1eebng giai \u0111o\u1ea1n. L\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng th\u01b0\u1eddng k\u1ebft h\u1ee3p <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-luong-la-gi\/\">c\u00e1c ph\u01b0\u01a1ng ph\u00e1p nghi\u00ean c\u1ee9u<\/a> <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-tinh-la-gi\/\">\u0111\u1ecbnh t\u00ednh<\/a> v\u00e0 \u0111\u1ecbnh l\u01b0\u1ee3ng, bao g\u1ed3m ph\u1ecfng v\u1ea5n, kh\u1ea3o s\u00e1t v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u \u0111\u1ec3 t\u1ea1o ra s\u1ef1 hi\u1ec3u bi\u1ebft to\u00e0n di\u1ec7n v\u1ec1 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng. B\u1eb1ng c\u00e1ch l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh nh\u1eefng th\u1eddi \u0111i\u1ec3m quan tr\u1ecdng, \u0111i\u1ec3m y\u1ebfu v\u00e0 c\u01a1 h\u1ed9i \u0111\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3.<\/span><\/p>\n<p><strong><b>6. Ph\u00e2n t\u00edch d\u1eef li\u1ec7u v\u00e0 th\u00f4ng tin chi ti\u1ebft v\u1ec1 kh\u00e1ch h\u00e0ng<\/b><\/strong><\/p>\n<p><span style=\"font-weight: 400;\">Ph\u00e2n t\u00edch d\u1eef li\u1ec7u \u0111\u00f3ng m\u1ed9t vai tr\u00f2 quan tr\u1ecdng trong nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch ph\u00e2n t\u00edch kh\u1ed1i l\u01b0\u1ee3ng l\u1edbn d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng \u0111\u1ec3 kh\u00e1m ph\u00e1 c\u00e1c m\u00f4 h\u00ecnh, xu h\u01b0\u1edbng v\u00e0 m\u1ed1i t\u01b0\u01a1ng quan. B\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng c\u00e1c k\u1ef9 thu\u1eadt ph\u00e2n t\u00edch n\u00e2ng cao, ch\u1eb3ng h\u1ea1n nh\u01b0 ph\u00e2n t\u00edch c\u1ea3m x\u00fac ho\u1eb7c m\u00f4 h\u00ecnh d\u1ef1 \u0111o\u00e1n, doanh nghi\u1ec7p c\u00f3 th\u1ec3 thu \u0111\u01b0\u1ee3c nh\u1eefng hi\u1ec3u bi\u1ebft c\u00f3 gi\u00e1 tr\u1ecb v\u1ec1 h\u00e0nh vi, s\u1edf th\u00edch v\u00e0 nhu c\u1ea7u trong t\u01b0\u01a1ng lai c\u1ee7a kh\u00e1ch h\u00e0ng. Nh\u1eefng hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc n\u00e0y trao quy\u1ec1n cho c\u00e1c t\u1ed5 ch\u1ee9c \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh d\u1ef1a tr\u00ean d\u1eef li\u1ec7u, c\u00e1 nh\u00e2n h\u00f3a c\u00e1c t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 ch\u1ee7 \u0111\u1ed9ng gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 ti\u1ec1m \u1ea9n tr\u01b0\u1edbc khi ch\u00fang \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><strong><b>T\u00ecm hi\u1ec3u th\u00eam: <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-thi-truong-la-gi\/\">Nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng l\u00e0 g\u00ec?<\/a><\/b><\/strong><\/p>\n<h2 class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">8 ph\u01b0\u01a1ng ph\u00e1p hay nh\u1ea5t \u0111\u1ec3 nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX)<\/h2>\n<p><span style=\"font-weight: 400;\">Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) \u0111\u00e3 n\u1ed5i l\u00ean nh\u01b0 m\u1ed9t \u0111i\u1ec3m kh\u00e1c bi\u1ec7t ch\u00ednh trong b\u1ed1i c\u1ea3nh c\u1ea1nh tranh ng\u00e0y nay. Hi\u1ec3u v\u00e0 c\u1ea3i thi\u1ec7n h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 \u0111i\u1ec1u quan tr\u1ecdng \u0111\u1ec3 doanh nghi\u1ec7p x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 b\u1ec1n ch\u1eb7t, t\u0103ng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 th\u00fac \u0111\u1ea9y t\u0103ng tr\u01b0\u1edfng b\u1ec1n v\u1eefng. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">D\u01b0\u1edbi \u0111\u00e2y l\u00e0 8 ph\u01b0\u01a1ng ph\u00e1p hay nh\u1ea5t \u0111\u1ec3 ti\u1ebfn h\u00e0nh nghi\u00ean c\u1ee9u CX hi\u1ec7u qu\u1ea3 nh\u1eb1m gi\u00fap doanh nghi\u1ec7p mang l\u1ea1i tr\u1ea3i nghi\u1ec7m \u0111\u1eb7c bi\u1ec7t cho kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd.<\/span><\/p>\n<p><b>1. X\u00e1c \u0111\u1ecbnh m\u1ee5c ti\u00eau nghi\u00ean c\u1ee9u r\u00f5 r\u00e0ng<\/b> <span style=\"font-weight: 400;\">:<\/span> <span style=\"font-weight: 400;\">M\u1ee5c ti\u00eau nghi\u00ean c\u1ee9u r\u00f5 r\u00e0ng l\u00e0 n\u1ec1n t\u1ea3ng c\u1ee7a nghi\u00ean c\u1ee9u CX th\u00e0nh c\u00f4ng. X\u00e1c \u0111\u1ecbnh nh\u1eefng kh\u00eda c\u1ea1nh c\u1ee5 th\u1ec3 c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng m\u00e0 b\u1ea1n mu\u1ed1n kh\u00e1m ph\u00e1, ch\u1eb3ng h\u1ea1n nh\u01b0 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng, \u0111i\u1ec3m ti\u1ebfp x\u00fac ch\u00ednh ho\u1eb7c c\u00e1c y\u1ebfu t\u1ed1 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng. Vi\u1ec7c x\u00e1c \u0111\u1ecbnh r\u00f5 r\u00e0ng m\u1ee5c ti\u00eau nghi\u00ean c\u1ee9u \u0111\u1ea3m b\u1ea3o r\u1eb1ng thi\u1ebft k\u1ebf nghi\u00ean c\u1ee9u, ph\u01b0\u01a1ng ph\u00e1p thu th\u1eadp d\u1eef li\u1ec7u v\u00e0 ph\u00e2n t\u00edch t\u1eadp trung v\u00e0o vi\u1ec7c \u0111\u1ea1t \u0111\u01b0\u1ee3c nh\u1eefng hi\u1ec3u bi\u1ebft mong mu\u1ed1n.<\/span><b><\/b><\/p>\n<p><b>2. S\u1eed d\u1ee5ng k\u1ebft h\u1ee3p c\u00e1c ph\u01b0\u01a1ng ph\u00e1p \u0111\u1ecbnh l\u01b0\u1ee3ng v\u00e0 \u0111\u1ecbnh t\u00ednh: <\/b><span style=\"font-weight: 400;\">S\u1ef1 k\u1ebft h\u1ee3p gi\u1eefa c\u00e1c ph\u01b0\u01a1ng ph\u00e1p nghi\u00ean c\u1ee9u \u0111\u1ecbnh l\u01b0\u1ee3ng v\u00e0 \u0111\u1ecbnh t\u00ednh mang l\u1ea1i s\u1ef1 hi\u1ec3u bi\u1ebft to\u00e0n di\u1ec7n v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-luong-la-gi\/\">C\u00e1c ph\u01b0\u01a1ng ph\u00e1p \u0111\u1ecbnh l\u01b0\u1ee3ng<\/a> , ch\u1eb3ng h\u1ea1n nh\u01b0 kh\u1ea3o s\u00e1t v\u00e0 b\u1ea3ng c\u00e2u h\u1ecfi c\u00f3 c\u1ea5u tr\u00fac, gi\u00fap thu th\u1eadp d\u1eef li\u1ec7u s\u1ed1 v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng v\u00e0 s\u1ed1 li\u1ec7u hi\u1ec7u su\u1ea5t. <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-tinh-la-gi\/\">C\u00e1c ph\u01b0\u01a1ng ph\u00e1p \u0111\u1ecbnh t\u00ednh<\/a> , ch\u1eb3ng h\u1ea1n nh\u01b0 ph\u1ecfng v\u1ea5n v\u00e0 nh\u00f3m t\u1eadp trung, cho ph\u00e9p kh\u00e1m ph\u00e1 s\u00e2u s\u1eafc v\u1ec1 nh\u1eadn th\u1ee9c, c\u1ea3m x\u00fac v\u00e0 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. Vi\u1ec7c t\u00edch h\u1ee3p c\u1ea3 hai ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp c\u1eadn s\u1ebd mang l\u1ea1i c\u00e1i nh\u00ecn to\u00e0n di\u1ec7n v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><b><\/b><\/p>\n<p><b>3. \u00c1p d\u1ee5ng 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;\">Nghi\u00ean c\u1ee9u CX n\u00ean l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m, t\u1eadp trung v\u00e0o nhu c\u1ea7u v\u00e0 mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng. Thu h\u00fat kh\u00e1ch h\u00e0ng tham gia v\u00e0o qu\u00e1 tr\u00ecnh nghi\u00ean c\u1ee9u th\u00f4ng qua c\u00e1c h\u1ed9i th\u1ea3o \u0111\u1ed3ng s\u00e1ng t\u1ea1o, th\u1eed nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng ho\u1eb7c h\u1ed9i \u0111\u1ed3ng t\u01b0 v\u1ea5n. Thu h\u00fat \u00fd ki\u1ebfn \u200b\u200b\u0111\u00f3ng g\u00f3p v\u00e0 ph\u1ea3n h\u1ed3i c\u1ee7a h\u1ecd \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o nghi\u00ean c\u1ee9u ph\u00f9 h\u1ee3p v\u1edbi tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd v\u00e0 n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c quan \u0111i\u1ec3m c\u1ee7a h\u1ecd m\u1ed9t c\u00e1ch ch\u00ednh x\u00e1c. Vi\u1ec7c k\u1ebft h\u1ee3p ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng trong su\u1ed1t qu\u00e1 tr\u00ecnh nghi\u00ean c\u1ee9u gi\u00fap kh\u00e1m ph\u00e1 nh\u1eefng hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc c\u00f3 gi\u00e1 tr\u1ecb v\u00e0 th\u00fac \u0111\u1ea9y v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m trong t\u1ed5 ch\u1ee9c.<\/span><b><\/b><\/p>\n<p><b>4. T\u1eadn d\u1ee5ng nhi\u1ec1u ngu\u1ed3n d\u1eef li\u1ec7u: <\/b><span style=\"font-weight: 400;\">\u0110\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c s\u1ef1 hi\u1ec3u bi\u1ebft to\u00e0n di\u1ec7n v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng, \u0111i\u1ec1u c\u1ea7n thi\u1ebft l\u00e0 ph\u1ea3i t\u1eadn d\u1ee5ng nhi\u1ec1u ngu\u1ed3n d\u1eef li\u1ec7u. Ngo\u00e0i kh\u1ea3o s\u00e1t v\u00e0 ph\u1ecfng v\u1ea5n, h\u00e3y k\u1ebft h\u1ee3p d\u1eef li\u1ec7u t\u1eeb c\u00e1c t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng (v\u00ed d\u1ee5: nh\u1eadt k\u00fd trung t\u00e2m cu\u1ed9c g\u1ecdi, cu\u1ed9c tr\u00f2 chuy\u1ec7n tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i), k\u00eanh ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng (v\u00ed d\u1ee5: \u0111\u00e1nh gi\u00e1 tr\u1ef1c tuy\u1ebfn, ph\u1ea3n h\u1ed3i d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng) v\u00e0 d\u1eef li\u1ec7u ho\u1ea1t \u0111\u1ed9ng (v\u00ed d\u1ee5: l\u1ecbch s\u1eed giao d\u1ecbch, ph\u00e2n t\u00edch trang web) . Vi\u1ec7c t\u00edch h\u1ee3p d\u1eef li\u1ec7u t\u1eeb nhi\u1ec1u ngu\u1ed3n kh\u00e1c nhau gi\u00fap x\u00e1c \u0111\u1ecbnh c\u00e1c m\u00f4 h\u00ecnh, xu h\u01b0\u1edbng v\u00e0 m\u1ed1i t\u01b0\u01a1ng quan mang l\u1ea1i c\u00e1i nh\u00ecn to\u00e0n di\u1ec7n v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><b><\/b><\/p>\n<p><b>5. Tri\u1ec3n khai C\u01a1 ch\u1ebf ph\u1ea3n h\u1ed3i theo th\u1eddi gian th\u1ef1c: <\/b><span style=\"font-weight: 400;\">N\u1eafm b\u1eaft <a href=\"https:\/\/ideascale.com\/vi\/viblog\/phan-hoi-cua-khach-hang-la-gi\/\">ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/a> theo th\u1eddi gian th\u1ef1c l\u00e0 r\u1ea5t quan tr\u1ecdng \u0111\u1ec3 lu\u00f4n linh ho\u1ea1t v\u00e0 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng. Tri\u1ec3n khai c\u00e1c c\u01a1 ch\u1ebf nh\u01b0 bi\u1ec3u m\u1eabu ph\u1ea3n h\u1ed3i tr\u1ef1c tuy\u1ebfn, kh\u1ea3o s\u00e1t tr\u00f2 chuy\u1ec7n tr\u1ef1c ti\u1ebfp ho\u1eb7c t\u00ednh n\u0103ng ph\u1ea3n h\u1ed3i tr\u00ean \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng \u0111\u1ec3 thu th\u1eadp th\u00f4ng tin chi ti\u1ebft ngay l\u1eadp t\u1ee9c t\u1eeb kh\u00e1ch h\u00e0ng trong qu\u00e1 tr\u00ecnh h\u1ecd t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n. Ph\u1ea3n h\u1ed3i theo th\u1eddi gian th\u1ef1c cho ph\u00e9p c\u00e1c t\u1ed5 ch\u1ee9c gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 k\u1ecbp th\u1eddi, c\u1ea3i ti\u1ebfn k\u1ecbp th\u1eddi v\u00e0 th\u1ec3 hi\u1ec7n cam k\u1ebft c\u1ee7a h\u1ecd trong vi\u1ec7c mang l\u1ea1i tr\u1ea3i nghi\u1ec7m \u0111\u1eb7c bi\u1ec7t cho kh\u00e1ch h\u00e0ng.<\/span><b><\/b><\/p>\n<p><b>6. Thu h\u00fat nh\u00e2n vi\u00ean tham gia v\u00e0o qu\u00e1 tr\u00ecnh nghi\u00ean c\u1ee9u CX: <\/b><span style=\"font-weight: 400;\">Nh\u00e2n vi\u00ean \u0111\u00f3ng m\u1ed9t vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c mang l\u1ea1i tr\u1ea3i nghi\u1ec7m \u0111\u1eb7c bi\u1ec7t cho kh\u00e1ch h\u00e0ng. Vi\u1ec7c thu h\u00fat nh\u00e2n vi\u00ean tham gia v\u00e0o qu\u00e1 tr\u00ecnh nghi\u00ean c\u1ee9u CX gi\u00fap nu\u00f4i d\u01b0\u1ee1ng v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m v\u00e0 trao quy\u1ec1n cho h\u1ecd g\u00f3p ph\u1ea7n c\u1ea3i thi\u1ec7n h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng. Ti\u1ebfn h\u00e0nh kh\u1ea3o s\u00e1t n\u1ed9i b\u1ed9, <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nhom-tap-trung-la-gi\/\">nh\u00f3m t\u1eadp trung<\/a> ho\u1eb7c h\u1ed9i th\u1ea3o \u0111\u1ec3 thu th\u1eadp th\u00f4ng tin chi ti\u1ebft t\u1eeb nh\u00e2n vi\u00ean v\u1ec1 nh\u1eefng \u0111i\u1ec3m kh\u00f3 kh\u0103n c\u1ee7a kh\u00e1ch h\u00e0ng, kho\u1ea3ng c\u00e1ch d\u1ecbch v\u1ee5 v\u00e0 c\u01a1 h\u1ed9i c\u1ea3i ti\u1ebfn. Ki\u1ebfn th\u1ee9c v\u00e0 quan \u0111i\u1ec3m tr\u1ef1c ti\u1ebfp c\u1ee7a h\u1ecd c\u00f3 th\u1ec3 cung c\u1ea5p th\u00f4ng tin \u0111\u1ea7u v\u00e0o c\u00f3 gi\u00e1 tr\u1ecb \u0111\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><b><\/b><\/p>\n<p><b>7. S\u1eed d\u1ee5ng B\u1ea3n \u0111\u1ed3 H\u00e0nh tr\u00ecnh: <\/b><span style=\"font-weight: 400;\">L\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t k\u1ef9 thu\u1eadt m\u1ea1nh m\u1ebd \u0111\u1ec3 tr\u1ef1c quan h\u00f3a v\u00e0 hi\u1ec3u tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng qua c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac v\u00e0 t\u01b0\u01a1ng t\u00e1c kh\u00e1c nhau. N\u00f3 gi\u00fap x\u00e1c \u0111\u1ecbnh c\u00e1c \u0111i\u1ec3m y\u1ebfu, \u0111i\u1ec3m ngh\u1ebdn v\u00e0 c\u01a1 h\u1ed9i c\u1ea3i ti\u1ebfn. Thu h\u00fat c\u00e1c nh\u00f3m \u0111a ch\u1ee9c n\u0103ng c\u00f9ng nhau t\u1ea1o b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh, k\u1ebft h\u1ee3p nh\u1eefng hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc t\u1eeb c\u1ea3 kh\u00e1ch h\u00e0ng v\u00e0 nh\u00e2n vi\u00ean. Tr\u1ef1c quan h\u00f3a h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng t\u1ea1o \u0111i\u1ec1u ki\u1ec7n cho s\u1ef1 hi\u1ec3u bi\u1ebft chung v\u1ec1 tr\u1ea3i nghi\u1ec7m t\u1eeb \u0111\u1ea7u \u0111\u1ebfn cu\u1ed1i v\u00e0 h\u1ed7 tr\u1ee3 c\u00e1c c\u1ea3i ti\u1ebfn c\u00f3 m\u1ee5c ti\u00eau.<\/span><b><\/b><\/p>\n<p><b>8. Ph\u00e2n t\u00edch v\u00e0 h\u00e0nh \u0111\u1ed9ng d\u1ef1a tr\u00ean ph\u1ea3n h\u1ed3i: <\/b><span style=\"font-weight: 400;\">Vi\u1ec7c thu th\u1eadp ph\u1ea3n h\u1ed3i ch\u1ec9 c\u00f3 gi\u00e1 tr\u1ecb n\u1ebfu n\u00f3 \u0111\u01b0\u1ee3c ph\u00e2n t\u00edch v\u00e0 h\u00e0nh \u0111\u1ed9ng. Ph\u00e2n t\u00edch <a href=\"https:\/\/ideascale.com\/vi\/viblog\/phan-hoi-cua-khach-hang-la-gi\/\">ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/a> v\u00e0 x\u00e1c \u0111\u1ecbnh c\u00e1c ch\u1ee7 \u0111\u1ec1, xu h\u01b0\u1edbng ch\u00ednh c\u0169ng nh\u01b0 th\u00f4ng tin chi ti\u1ebft c\u00f3 th\u1ec3 h\u00e0nh \u0111\u1ed9ng. \u01afu ti\u00ean c\u00e1c l\u0129nh v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n d\u1ef1a tr\u00ean t\u00e1c \u0111\u1ed9ng \u0111\u1ebfn CX t\u1ed5ng th\u1ec3. <\/span><\/p>\n<p><strong><b>T\u00ecm hi\u1ec3u th\u00eam: <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-nhom-tap-trung-la-gi\/\">Nghi\u00ean c\u1ee9u nh\u00f3m t\u1eadp trung 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":82928,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4437],"tags":[],"contributor":[4618],"class_list":["post-82927","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 v24.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) l\u00e0 g\u00ec? \u0110\u1ecbnh ngh\u0129a, t\u1ea7m quan tr\u1ecdng, ph\u01b0\u01a1ng ph\u00e1p v\u00e0 ph\u01b0\u01a1ng ph\u00e1p hay nh\u1ea5t<\/title>\n<meta name=\"description\" content=\"Nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a l\u00e0 ph\u01b0\u01a1ng ph\u00e1p nghi\u00ean c\u1ee9u v\u00e0 ph\u00e2n t\u00edch m\u1ed9t c\u00e1ch c\u00f3 h\u1ec7 th\u1ed1ng c\u00e1c t\u01b0\u01a1ng t\u00e1c v\u00e0 nh\u1eadn th\u1ee9c c\u1ee7a kh\u00e1ch h\u00e0ng, trong su\u1ed1t h\u00e0nh tr\u00ecnh c\u1ee7a h\u1ecd v\u1edbi m\u1ed9t c\u00f4ng ty ho\u1eb7c th\u01b0\u01a1ng hi\u1ec7u v\u1edbi m\u1ee5c ti\u00eau c\u1ea3i thi\u1ec7n nh\u1eefng tr\u1ea3i nghi\u1ec7m n\u00e0y. T\u00ecm hi\u1ec3u th\u00eam v\u1ec1 c\u00e1c ph\u01b0\u01a1ng ph\u00e1p nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX), t\u1ea7m quan tr\u1ecdng v\u00e0 c\u00e1c ph\u01b0\u01a1ng ph\u00e1p hay nh\u1ea5t.\" \/>\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\/nghien-cuu-trai-nghiem-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=\"Nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) l\u00e0 g\u00ec? \u0110\u1ecbnh ngh\u0129a, t\u1ea7m quan tr\u1ecdng, ph\u01b0\u01a1ng ph\u00e1p v\u00e0 ph\u01b0\u01a1ng ph\u00e1p hay nh\u1ea5t\" \/>\n<meta property=\"og:description\" content=\"Nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a l\u00e0 ph\u01b0\u01a1ng ph\u00e1p nghi\u00ean c\u1ee9u v\u00e0 ph\u00e2n t\u00edch m\u1ed9t c\u00e1ch c\u00f3 h\u1ec7 th\u1ed1ng c\u00e1c t\u01b0\u01a1ng t\u00e1c v\u00e0 nh\u1eadn th\u1ee9c c\u1ee7a kh\u00e1ch h\u00e0ng, trong su\u1ed1t h\u00e0nh tr\u00ecnh c\u1ee7a h\u1ecd v\u1edbi m\u1ed9t c\u00f4ng ty ho\u1eb7c th\u01b0\u01a1ng hi\u1ec7u v\u1edbi m\u1ee5c ti\u00eau c\u1ea3i thi\u1ec7n nh\u1eefng tr\u1ea3i nghi\u1ec7m n\u00e0y. T\u00ecm hi\u1ec3u th\u00eam v\u1ec1 c\u00e1c ph\u01b0\u01a1ng ph\u00e1p nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX), t\u1ea7m quan tr\u1ecdng v\u00e0 c\u00e1c ph\u01b0\u01a1ng ph\u00e1p hay nh\u1ea5t.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-trai-nghiem-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=\"2023-05-18T08:47:57+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-06-23T12:40:25+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-cover.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"576\" \/>\n\t<meta property=\"og:image:height\" content=\"384\" \/>\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=\"38 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-trai-nghiem-khach-hang-la-gi\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-trai-nghiem-khach-hang-la-gi\/\"},\"author\":{\"name\":\"Moinul Alam\",\"@id\":\"http:\/\/ideascale.com\/vi\/#\/schema\/person\/548a157b52ddaa368a8914d8e36b8373\"},\"headline\":\"Nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) l\u00e0 g\u00ec? \u0110\u1ecbnh ngh\u0129a, t\u1ea7m quan tr\u1ecdng, ph\u01b0\u01a1ng ph\u00e1p v\u00e0 ph\u01b0\u01a1ng ph\u00e1p hay nh\u1ea5t\",\"datePublished\":\"2023-05-18T08:47:57+00:00\",\"dateModified\":\"2024-06-23T12:40:25+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-trai-nghiem-khach-hang-la-gi\/\"},\"wordCount\":7597,\"publisher\":{\"@id\":\"http:\/\/ideascale.com\/vi\/#organization\"},\"image\":{\"@id\":\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-trai-nghiem-khach-hang-la-gi\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-cover.jpg\",\"articleSection\":[\"viblog\"],\"inLanguage\":\"vi-VN\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-trai-nghiem-khach-hang-la-gi\/\",\"url\":\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-trai-nghiem-khach-hang-la-gi\/\",\"name\":\"Nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) l\u00e0 g\u00ec? \u0110\u1ecbnh ngh\u0129a, t\u1ea7m quan tr\u1ecdng, ph\u01b0\u01a1ng ph\u00e1p v\u00e0 ph\u01b0\u01a1ng ph\u00e1p hay nh\u1ea5t\",\"isPartOf\":{\"@id\":\"http:\/\/ideascale.com\/vi\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-trai-nghiem-khach-hang-la-gi\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-trai-nghiem-khach-hang-la-gi\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-cover.jpg\",\"datePublished\":\"2023-05-18T08:47:57+00:00\",\"dateModified\":\"2024-06-23T12:40:25+00:00\",\"description\":\"Nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a l\u00e0 ph\u01b0\u01a1ng ph\u00e1p nghi\u00ean c\u1ee9u v\u00e0 ph\u00e2n t\u00edch m\u1ed9t c\u00e1ch c\u00f3 h\u1ec7 th\u1ed1ng c\u00e1c t\u01b0\u01a1ng t\u00e1c v\u00e0 nh\u1eadn th\u1ee9c c\u1ee7a kh\u00e1ch h\u00e0ng, trong su\u1ed1t h\u00e0nh tr\u00ecnh c\u1ee7a h\u1ecd v\u1edbi m\u1ed9t c\u00f4ng ty ho\u1eb7c th\u01b0\u01a1ng hi\u1ec7u v\u1edbi m\u1ee5c ti\u00eau c\u1ea3i thi\u1ec7n nh\u1eefng tr\u1ea3i nghi\u1ec7m n\u00e0y. 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