{"id":19268,"date":"2024-09-20T08:47:46","date_gmt":"2024-09-20T13:47:46","guid":{"rendered":"https:\/\/bolttech.io\/insight\/nang-cap-trai-nghiem-nguoi-dung-ky-thuat-so-cai-thien-hoat-dong-tiep-thi-va-ban-hang-nhu-the-nao\/"},"modified":"2024-09-20T08:47:49","modified_gmt":"2024-09-20T13:47:49","slug":"nang-cap-trai-nghiem-nguoi-dung-ky-thuat-so-cai-thien-hoat-dong-tiep-thi-va-ban-hang-nhu-the-nao","status":"publish","type":"insight","link":"https:\/\/bolttech.io\/vi\/insights\/nang-cap-trai-nghiem-nguoi-dung-ky-thuat-so-cai-thien-hoat-dong-tiep-thi-va-ban-hang-nhu-the-nao\/","title":{"rendered":"N\u00e2ng c\u1ea5p tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng k\u1ef9 thu\u1eadt s\u1ed1 c\u1ea3i thi\u1ec7n ho\u1ea1t \u0111\u1ed9ng ti\u1ebfp th\u1ecb v\u00e0 b\u00e1n h\u00e0ng nh\u01b0 th\u1ebf n\u00e0o"},"content":{"rendered":"\n

\u0110\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m ng\u00e0y nay, mua b\u1ea3o hi\u1ec3m c\u0169ng gi\u1ed1ng nh\u01b0 mua s\u1eafm c\u00e1c giao d\u1ecbch tr\u1ef1c tuy\u1ebfn t\u1ed1t nh\u1ea5t c\u0169ng nh\u01b0 g\u1ecdi cho \u0111\u1ea1i l\u00fd ho\u1eb7c nh\u00e0 m\u00f4i gi\u1edbi c\u1ee7a h\u1ecd.\nV\u00e0 \u0111i\u1ec1u \u0111\u00f3 c\u00f3 \u00fd ngh\u0129a quan tr\u1ecdng \u0111\u1ed1i v\u1edbi tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng, t\u00e0i s\u1ea3n v\u00e0 th\u01b0\u01a1ng vong m\u00e0 c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m n\u00ean c\u1ed1 g\u1eafng t\u1ea1o ra. <\/p>\n\n

Kh\u00e1ch h\u00e0ng th\u01b0\u1eddng xuy\u00ean s\u1eed d\u1ee5ng nhi\u1ec1u k\u00eanh khi mua b\u1ea3o hi\u1ec3m v\u00e0 c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m ph\u1ea3i t\u1ea1o ra tr\u1ea3i nghi\u1ec7m \u0111a k\u00eanh \u0111\u1ec3 \u0111\u00e1p \u1ee9ng, gi\u00e1m \u0111\u1ed1c t\u00e0i kho\u1ea3n ti\u1ebfp th\u1ecb Sarah Jane Stone<\/a> vi\u1ebft t\u1ea1i n\u1ec1n t\u1ea3ng tr\u1ea3i nghi\u1ec7m k\u1ef9 thu\u1eadt s\u1ed1 Liferay.\n“M\u1eb7c d\u00f9 s\u1ef1 gi\u00e1n \u0111o\u1ea1n k\u1ef9 thu\u1eadt s\u1ed1 \u0111\u00e3 \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m, l\u0129nh v\u1ef1c b\u1ea3o hi\u1ec3m truy\u1ec1n th\u1ed1ng ph\u1ea3i \u01b0u ti\u00ean \u0111\u00e1p \u1ee9ng k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng m\u1edbi, hi\u1ec3u bi\u1ebft v\u1ec1 k\u1ef9 thu\u1eadt s\u1ed1.” <\/p>\n\n

Lo\u1ea1i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng li\u1ec1n m\u1ea1ch \u0111\u00f3 ch\u1ec9 c\u00f3 th\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c th\u00f4ng qua chuy\u1ec3n \u0111\u1ed5i k\u1ef9 thu\u1eadt s\u1ed1 – m\u1ed9t th\u1ef1c t\u1ebf d\u01b0\u1eddng nh\u01b0 kh\u00f4ng b\u1ecb m\u1ea5t \u0111\u1ed1i v\u1edbi nhi\u1ec1u gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh.\nNghi\u00ean c\u1ee9u c\u1ee7a Aite Group cho th\u1ea5y c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ee5c ti\u00eau chuy\u1ec3n \u0111\u1ed5i k\u1ef9 thu\u1eadt s\u1ed1 ph\u1ed5 bi\u1ebfn nh\u1ea5t, Jay Sarzen<\/a>, m\u1ed9t nh\u00e0 ph\u00e2n t\u00edch cao c\u1ea5p t\u1ea1i Aite cho bi\u1ebft.\nKh\u00e1ch h\u00e0ng \u0111ang y\u00eau c\u1ea7u lo\u1ea1i tr\u1ea3i nghi\u1ec7m k\u1ef9 thu\u1eadt s\u1ed1 li\u1ec1n m\u1ea1ch t\u1eeb c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd m\u00e0 h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c t\u1eeb c\u00e1c th\u01b0\u01a1ng hi\u1ec7u kh\u00e1c nh\u01b0 Amazon v\u00e0 c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m ph\u1ea3i quy\u1ebft \u0111\u1ecbnh c\u00e1ch thay \u0111\u1ed5i ho\u1ea1t \u0111\u1ed9ng \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nh\u1eefng k\u1ef3 v\u1ecdng n\u00e0y. <\/p>\n\n

C\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng k\u1ef9 thu\u1eadt s\u1ed1 l\u00e0 ch\u00eca kh\u00f3a \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u m\u1edbi n\u1ed5i c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng v\u00e0 hi\u1ec7n \u0111\u1ea1i h\u00f3a c\u00e1c n\u1ed7 l\u1ef1c ti\u1ebfp th\u1ecb v\u00e0 b\u00e1n h\u00e0ng cho c\u00e1c nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 P&C.<\/p>\n\n

T\u1ea1i sao tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng k\u1ef9 thu\u1eadt s\u1ed1 l\u1ea1i quan tr\u1ecdng nh\u01b0 v\u1eady<\/h2>\n\n

Ng\u00e0nh b\u1ea3o hi\u1ec3m \u0111ang \u0111i theo m\u1ed9t h\u01b0\u1edbng: s\u1ed1 h\u00f3a nhi\u1ec1u h\u01a1n.\nM\u1eb7c d\u00f9 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c cung c\u1ea5p b\u1edfi c\u00e1c nh\u00e0 m\u00f4i gi\u1edbi v\u00e0 \u0111\u1ea1i l\u00fd v\u1eabn quan tr\u1ecdng, tr\u1ea3i nghi\u1ec7m tr\u1ef1c tuy\u1ebfn c\u1ee7a h\u1ecd s\u1ebd s\u1edbm \u0111\u01b0\u1ee3c \u01b0u ti\u00ean. <\/p>\n\n

C\u00e1c k\u00eanh k\u1ef9 thu\u1eadt s\u1ed1 v\u00e0 tr\u1ef1c ti\u1ebfp l\u00e0 t\u01b0\u01a1ng lai c\u1ee7a ng\u00e0nh b\u1ea3o hi\u1ec3m v\u00e0 c\u00e1c c\u00f4ng ty th\u00e0nh c\u00f4ng nh\u1ea5t s\u1ebd l\u00e0 nh\u1eefng c\u00f4ng ty k\u1ebft h\u1ee3p c\u00e1c k\u00eanh n\u00e0y v\u1edbi ph\u00e2n t\u00edch v\u00e0 d\u1eef li\u1ec7u \u0111\u1ec3 nh\u1eafm m\u1ee5c ti\u00eau v\u00e0 thu h\u00fat kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch ch\u00ednh x\u00e1c, Isabelle Santenac<\/a> v\u00e0 c\u00e1c th\u00e0nh vi\u00ean c\u1ee7a nh\u00f3m T\u01b0 v\u1ea5n B\u1ea3o hi\u1ec3m EY cho bi\u1ebft.<\/p>\n\n

“C\u00e1c c\u00f4ng ty n\u00e0y s\u1ebd s\u1eed d\u1ee5ng c\u00e1c k\u00eanh chung s\u1edf th\u00edch v\u00e0 chi\u1ebfn l\u01b0\u1ee3c t\u01b0\u01a1ng t\u00e1c k\u1ef9 thu\u1eadt s\u1ed1 \u0111\u1ec3 t\u0103ng kh\u1ea3 n\u0103ng duy tr\u00ec v\u00e0 l\u00f2ng trung th\u00e0nh”, h\u1ecd vi\u1ebft.\n“H\u1ecd c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng \u0111\u00e1nh gi\u00e1 gi\u00e1 t\u1ef1 \u0111\u1ed9ng \u0111\u1ec3 t\u1ef1 \u0111\u1ed9ng gia h\u1ea1n ch\u00ednh s\u00e1ch v\u1edbi gi\u00e1 th\u1ecb tr\u01b0\u1eddng c\u1ea1nh tranh nh\u1ea5t. C\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m hi\u1ec7u qu\u1ea3 nh\u1ea5t s\u1ebd nh\u1eafm m\u1ee5c ti\u00eau v\u00e0 b\u00e1n ch\u00e9o hi\u1ec7u qu\u1ea3 h\u01a1n v\u00e0 x\u00e2y d\u1ef1ng kh\u1ea3 n\u0103ng t\u1ef1 ph\u1ee5c v\u1ee5 m\u1ea1nh m\u1ebd. H\u1ecd c\u0169ng s\u1ebd cho ph\u00e9p c\u00e1c \u0111\u1ea1i l\u00fd k\u1ef9 thu\u1eadt s\u1ed1 v\u1edbi AI v\u00e0 h\u1ecdc m\u00e1y t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng c\u00e1c c\u00f4ng ngh\u1ec7 nh\u1eadn d\u1ea1ng v\u0103n b\u1ea3n, video v\u00e0 gi\u1ecdng n\u00f3i. ” <\/p>\n\n

Kh\u00e1ch h\u00e0ng g\u1ecdi c\u00e1c b\u1ee9c \u1ea3nh ngay b\u00e2y gi\u1edd, kh\u00f4ng ph\u1ea3i ng\u01b0\u1eddi t\u1ea1o ch\u00ednh s\u00e1ch, v\u00e0 h\u1ecd \u0111ang y\u00eau c\u1ea7u tr\u1ea3i nghi\u1ec7m tr\u1ef1c tuy\u1ebfn \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a, Tom Super v\u00e0 Colleen Cairns<\/a> c\u1ee7a J.D. Power n\u00f3i.\n“Ng\u01b0\u1eddi mua s\u1eafm s\u1eed d\u1ee5ng c\u00e1c d\u1ecbch v\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 trong qu\u00e1 tr\u00ecnh tr\u1ea3i nghi\u1ec7m mua s\u1eafm h\u00e0i l\u00f2ng h\u01a1n v\u1edbi quy tr\u00ecnh b\u00e1o gi\u00e1 so v\u1edbi nh\u1eefng ng\u01b0\u1eddi mua s\u1eafm s\u1eed d\u1ee5ng c\u00e1c k\u00eanh truy\u1ec1n th\u1ed1ng”, h\u1ecd vi\u1ebft.\nV\u00ed d\u1ee5, h\u1ed7 tr\u1ee3 tr\u1ef1c tuy\u1ebfn ch\u1ec9 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng b\u1edfi 6% ng\u01b0\u1eddi mua s\u1eafm, nh\u01b0ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng b\u00e1o gi\u00e1 trung b\u00ecnh c\u1ee7a nh\u1eefng ng\u01b0\u1eddi mua s\u1eafm n\u00e0y l\u00e0 773 \u2014 cao h\u01a1n 62 \u0111i\u1ec3m so v\u1edbi m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng v\u1ec1 b\u00e1o gi\u00e1 c\u1ee7a nh\u1eefng ng\u01b0\u1eddi mua s\u1eafm tr\u00ean trang web. <\/p>\n\n

Tr\u1ea3i nghi\u1ec7m k\u1ef9 thu\u1eadt s\u1ed1 c\u0169ng c\u00f3 th\u1ec3 c\u00f3 t\u00e1c \u0111\u1ed9ng l\u00e2u d\u00e0i \u0111\u1ebfn m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.\n Brian Levine<\/a> c\u1ee7a Mobiquity ch\u1ec9 ra m\u1ed9t s\u1ed1 nghi\u00ean c\u1ee9u cho th\u1ea5y tr\u1ea3i nghi\u1ec7m t\u1ed3i t\u1ec7 l\u00e0m t\u1ed5n th\u01b0\u01a1ng c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m nh\u01b0 th\u1ebf n\u00e0o trong khi tr\u1ea3i nghi\u1ec7m t\u1ed1t t\u1ea1o ra nhi\u1ec1u kh\u00e1ch h\u00e0ng trung th\u00e0nh h\u01a1n.\nC\u1ee5 th\u1ec3, kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m Hoa K\u1ef3 kh\u00f4ng h\u00e0i l\u00f2ng c\u00f3 kh\u1ea3 n\u0103ng n\u00f3i v\u1edbi ng\u01b0\u1eddi kh\u00e1c v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd cao h\u01a1n 40% v\u00e0 91% kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m \u1edf V\u01b0\u01a1ng qu\u1ed1c Anh cho r\u1eb1ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng k\u1ef9 thu\u1eadt s\u1ed1 t\u1ed1t khi\u1ebfn h\u1ecd trung th\u00e0nh h\u01a1n. <\/p>\n\n

\"\"<\/figure>\n\n

Tr\u1ea3i nghi\u1ec7m k\u1ef9 thu\u1eadt s\u1ed1 tuy\u1ec7t v\u1eddi tr\u00f4ng nh\u01b0 th\u1ebf n\u00e0o trong th\u1ef1c t\u1ebf?<\/h2>\n\n

Nhi\u1ec1u y\u1ebfu t\u1ed1 t\u1ea1o ra lo\u1ea1i b\u1ea3o hi\u1ec3m tr\u1ea3i nghi\u1ec7m k\u1ef9 thu\u1eadt s\u1ed1 m\u00e0 kh\u00e1ch h\u00e0ng \u0111ang theo \u0111u\u1ed5i, nh\u01b0ng tr\u1ea3i nghi\u1ec7m li\u1ec1n m\u1ea1ch l\u00e0 ho\u00e0n to\u00e0n c\u1ea7n thi\u1ebft.\nKh\u00e1ch h\u00e0ng ph\u1ea3i c\u00f3 kh\u1ea3 n\u0103ng \u0111\u1ea1t \u0111\u01b0\u1ee3c k\u1ebft qu\u1ea3 mong mu\u1ed1n c\u1ee7a h\u1ecd m\u1ed9t c\u00e1ch nhanh ch\u00f3ng v\u00e0 \u00edt t\u01b0\u01a1ng t\u00e1c nh\u1ea5t c\u00f3 th\u1ec3, Jude Sherman<\/a>, gi\u00e1m \u0111\u1ed1c ti\u1ebfp th\u1ecb t\u0103ng tr\u01b0\u1edfng t\u1ea1i EasySend cho bi\u1ebft. <\/p>\n\n

Tuy nhi\u00ean, kh\u00f4ng ph\u1ea3i l\u00fac n\u00e0o c\u0169ng c\u00f3 th\u1ec3 ho\u1eb7c th\u1eadm ch\u00ed t\u1ed1t h\u01a1n \u0111\u1ec3 ho\u00e0n th\u00e0nh vi\u1ec7c mua ch\u00ednh s\u00e1ch m\u00e0 kh\u00f4ng c\u1ea7n n\u00f3i chuy\u1ec7n v\u1edbi \u0111\u1ea1i l\u00fd.\nTrong tr\u01b0\u1eddng h\u1ee3p \u0111\u00f3, vi\u1ec7c chuy\u1ec3n giao gi\u1eefa c\u00e1c k\u00eanh b\u00e1n h\u00e0ng k\u1ef9 thu\u1eadt s\u1ed1 v\u00e0 nh\u00e2n vi\u00ean nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 c\u0169ng ph\u1ea3i li\u1ec1n m\u1ea1ch, Lev Barinskiy<\/a>, \u0111\u1ed3ng s\u00e1ng l\u1eadp v\u00e0 CEO t\u1ea1i SmartFinancial vi\u1ebft.\n“Hai th\u00e0nh ph\u1ea7n, k\u1ef9 thu\u1eadt s\u1ed1 v\u00e0 c\u00e1 nh\u00e2n, n\u00ean b\u1ed5 sung cho nhau, v\u00e0 th\u00f4ng \u0111i\u1ec7p v\u1ec1 c\u00e1c s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 n\u00ean ph\u1ea3n \u00e1nh cu\u1ed9c h\u00f4n nh\u00e2n c\u1ee7a c\u00f4ng ngh\u1ec7 v\u00e0 k\u1ebft n\u1ed1i con ng\u01b0\u1eddi.” <\/p>\n\n

M\u1ed9t v\u00ed d\u1ee5 c\u1ee5 th\u1ec3 v\u1ec1 kh\u00e1i ni\u1ec7m n\u00e0y trong h\u00e0nh \u0111\u1ed9ng c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c t\u00ecm th\u1ea5y d\u01b0\u1edbi d\u1ea1ng chatbot.\nChatbot n\u00e2ng cao tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m gi\u1ed1ng nh\u01b0 trong b\u00e1n l\u1ebb, Sean Kennedy v\u00e0 Federico Pienovi<\/a> c\u1ee7a Globant vi\u1ebft.\nTr\u00ean th\u1ef1c t\u1ebf, ch\u00fang c\u00f3 th\u1ec3 hi\u1ec7u qu\u1ea3 h\u01a1n so v\u1edbi c\u00e1c \u0111\u1ed1i t\u00e1c con ng\u01b0\u1eddi. <\/p>\n\n

“Chatbot gi\u00fap trung h\u00f2a c\u1ea3m x\u00fac trong c\u00e1c giai \u0111o\u1ea1n giao d\u1ecbch c\u1ee7a v\u00f2ng \u0111\u1eddi b\u1ea3o hi\u1ec3m”, h\u1ecd vi\u1ebft.\n“Theo m\u1ed9t s\u1ed1 c\u00e1ch, chatbot l\u00e0 m\u1ed9t ph\u1ea7n m\u1edf r\u1ed9ng c\u1ee7a t\u00ecm ki\u1ebfm tr\u00ean web. S\u1ef1 kh\u00e1c bi\u1ec7t l\u00e0 h\u1ecd \u0111i s\u00e2u h\u01a1n v\u00e0 cung c\u1ea5p cho kh\u00e1ch h\u00e0ng th\u00f4ng tin kh\u00f3 truy c\u1eadp. Chatbot c\u0169ng h\u1ee3p l\u00fd h\u00f3a c\u00e1c nhi\u1ec7m v\u1ee5 th\u00f4ng th\u01b0\u1eddng, lo\u1ea1i b\u1ecf s\u1ef1 th\u1ea5t v\u1ecdng m\u00e0 c\u00e1c ch\u1ee7 h\u1ee3p \u0111\u1ed3ng th\u01b0\u1eddng g\u1eb7p ph\u1ea3i khi giao d\u1ecbch v\u1edbi c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m. <\/p>\n\n

M\u1ed9t v\u00ed d\u1ee5 kh\u00e1c l\u00e0 t\u1ed1c \u0111\u1ed9 v\u00e0 s\u1ef1 d\u1ec5 d\u00e0ng m\u00e0 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng nh\u1eadn \u0111\u01b0\u1ee3c b\u00e1o gi\u00e1.\nKhi n\u00f3i \u0111\u1ebfn vi\u1ec7c nh\u1eadn b\u00e1o gi\u00e1, kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i kh\u1ea3 n\u0103ng so s\u00e1nh gi\u00e1 c\u1ea3 nh\u01b0 khi h\u1ecd mua s\u1eafm tr\u1ef1c tuy\u1ebfn cho qu\u1ea7n \u00e1o ho\u1eb7c c\u00e1c s\u1ea3n ph\u1ea9m gia d\u1ee5ng, nh\u00f3m nghi\u00ean c\u1ee9u t\u1ea1i C\u00f4ng ty WaterStreet<\/a> vi\u1ebft.\n\u0110\u1ec3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 n\u00e0y, c\u00e1c nh\u00e0 m\u1ea1ng c\u1ea7n t\u1ea1o ra m\u1ed9t h\u1ec7 th\u1ed1ng b\u00e1o gi\u00e1 tr\u1ef1c tuy\u1ebfn t\u1ef1 \u0111\u1ed9ng cho ph\u00e9p kh\u00e1ch h\u00e0ng cung c\u1ea5p th\u00f4ng tin c\u1ea7n thi\u1ebft v\u00e0 t\u1ef1 t\u1ea1o b\u00e1o gi\u00e1.\n\u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c b\u1eb1ng c\u00e1ch \u0111\u1ecbnh h\u00ecnh l\u1ea1i ph\u1ea7n m\u1ec1m n\u1ed9i b\u1ed9 v\u00e0 danh s\u00e1ch ki\u1ec3m tra m\u00e0 qu\u1ea3n tr\u1ecb vi\u00ean ch\u00ednh s\u00e1ch th\u01b0\u1eddng s\u1eed d\u1ee5ng. <\/p>\n\n

Chi\u1ebfn l\u01b0\u1ee3c c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng k\u1ef9 thu\u1eadt s\u1ed1<\/h2>\n\n

Ch\u00fang t\u00f4i hi\u1ec3u t\u1ea1i sao c\u1ea7n ph\u1ea3i c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m k\u1ef9 thu\u1eadt s\u1ed1 v\u00e0 tr\u1ea3i nghi\u1ec7m \u0111\u00f3 s\u1ebd nh\u01b0 th\u1ebf n\u00e0o.\nB\u00e2y gi\u1edd ch\u00fang ta h\u00e3y th\u1ea3o lu\u1eadn ch\u00ednh x\u00e1c c\u00e1ch c\u00e1c gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh c\u00f3 th\u1ec3 t\u1eadp h\u1ee3p c\u00e1c nh\u00e0 ti\u1ebfp th\u1ecb, nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng v\u00e0 nh\u00e0 ph\u00e1t tri\u1ec3n v\u00e0 nh\u1eefng g\u00ec h\u1ecd c\u1ea7n l\u00e0m \u0111\u1ec3 bi\u1ebfn tr\u1ea3i nghi\u1ec7m k\u1ef9 thu\u1eadt s\u1ed1 v\u01b0\u1ee3t tr\u1ed9i th\u00e0nh hi\u1ec7n th\u1ef1c. <\/p>\n\n

B\u01b0\u1edbc \u0111\u1ea7u ti\u00ean l\u00e0 l\u1eadp k\u1ebf ho\u1ea1ch b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng.\n\u0110i\u1ec1u \u0111\u00f3 c\u00f3 ngh\u0129a l\u00e0 x\u00e1c \u0111\u1ecbnh kh\u00e1ch h\u00e0ng \u0111i\u1ec3n h\u00ecnh tr\u00f4ng nh\u01b0 th\u1ebf n\u00e0o, k\u1ef3 v\u1ecdng c\u1ee7a h\u1ecd v\u00e0 h\u00e0nh tr\u00ecnh h\u1ecd th\u1ef1c hi\u1ec7n khi mua m\u1ed9t s\u1ea3n ph\u1ea9m b\u1ea3o hi\u1ec3m, nh\u00f3m bi\u00ean t\u1eadp t\u1ea1i Majorel<\/a> vi\u1ebft. <\/p>\n\n

“B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng l\u00e0 k\u1ebf ho\u1ea1ch du l\u1ecbch v\u00e0o th\u1ebf gi\u1edbi k\u1ef9 thu\u1eadt s\u1ed1 v\u00e0 v\u00e0o m\u1ed1i quan h\u1ec7 \u0111\u1ed1i t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng”, h\u1ecd gi\u1ea3i th\u00edch.\n“N\u00f3 ghi l\u1ea1i t\u1ea5t c\u1ea3 nh\u1eefng tr\u1ea3i nghi\u1ec7m m\u00e0 kh\u00e1ch h\u00e0ng th\u1ef1c hi\u1ec7n tr\u1ef1c tuy\u1ebfn v\u00e0 ngo\u1ea1i tuy\u1ebfn, khi h\u1ecd ti\u1ebfp x\u00fac v\u1edbi c\u00f4ng ty b\u1ea3o hi\u1ec3m, s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ee7a c\u00f4ng ty – c\u1ea3 v\u1ec1 m\u1eb7t c\u1ea3m x\u00fac v\u00e0 ch\u1ee9c n\u0103ng.” <\/p>\n\n

Ti\u1ebfp theo, c\u00e1c gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh b\u1ea3o hi\u1ec3m s\u1ebd c\u1ea7n x\u00e2y d\u1ef1ng m\u1ed9t \u0111\u1ed9i ng\u0169 \u0111\u1ec3 d\u1eabn d\u1eaft c\u00e1c c\u1ea3i ti\u1ebfn.\nTi\u1ebfp th\u1ecb v\u00e0 b\u00e1n h\u00e0ng s\u1ebd mu\u1ed1n c\u00f3 ti\u1ebfng n\u00f3i c\u1ee7a h\u1ecd khi thi\u1ebft k\u1ebf tr\u1ea3i nghi\u1ec7m k\u1ef9 thu\u1eadt s\u1ed1, nh\u01b0ng \u0111\u1eebng qu\u00ean nh\u1eefng ti\u1ebfng n\u00f3i chuy\u00ean gia kh\u00e1c. <\/p>\n\n

Bao g\u1ed3m kh\u1ea3 n\u0103ng s\u1eed d\u1ee5ng v\u00e0 d\u1eabn \u0111\u1ea7u thi\u1ebft k\u1ebf trong c\u00e1c cu\u1ed9c th\u1ea3o lu\u1eadn k\u1ef9 thu\u1eadt s\u1ed1 l\u00e0 \u0111i\u1ec1u c\u1ea7n thi\u1ebft, Rob Krugman<\/a>, gi\u00e1m \u0111\u1ed1c k\u1ef9 thu\u1eadt s\u1ed1 t\u1ea1i c\u00f4ng ty fintech Broadridge n\u00f3i.\nL\u00e0m nh\u01b0 v\u1eady s\u1ebd ghi nh\u1edb ng\u01b0\u1eddi d\u00f9ng cu\u1ed1i khi th\u1ea3o lu\u1eadn v\u1ec1 ch\u1ee9c n\u0103ng v\u00e0 s\u1ebd \u0111\u1ea3m b\u1ea3o k\u1ebft qu\u1ea3 t\u1ed1t h\u01a1n.\nQu\u00e1 tr\u00ecnh n\u00e0y \u0111\u1ea3m b\u1ea3o r\u1eb1ng c\u00e1c \u01b0u ti\u00ean kh\u00f4ng ch\u1ec9 \u0111\u01a1n gi\u1ea3n \u0111\u01b0\u1ee3c quy\u1ebft \u0111\u1ecbnh b\u1edfi ng\u01b0\u1eddi cao c\u1ea5p trong ph\u00f2ng ho\u1eb7c c\u00e1 nh\u00e2n c\u00f3 ti\u1ebfng n\u00f3i l\u1edbn nh\u1ea5t, m\u00e0 c\u00f2n b\u1edfi th\u1ecb tr\u01b0\u1eddng v\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n. \u0110\u00f3 c\u0169ng l\u00e0 th\u00e1ch th\u1ee9c nh\u00f3m \u0111\u1ec3 li\u00ean t\u1ee5c suy ngh\u0129 l\u1ea1i nh\u1eefng g\u00ec \u0111ang ho\u1ea1t \u0111\u1ed9ng v\u00e0 nh\u1eefng g\u00ec kh\u00f4ng, v\u00e0 th\u1ef1c hi\u1ec7n c\u00e1c \u0111i\u1ec1u ch\u1ec9nh ph\u00f9 h\u1ee3p. ” <\/p>\n\n

Cu\u1ed1i c\u00f9ng, t\u1ea5t c\u1ea3 c\u00e1c b\u00ean s\u1ebd c\u1ea7n ph\u1ea3i \u00e1p d\u1ee5ng t\u01b0 duy \u0111\u00fang \u0111\u1eafn \u0111\u1ec3 th\u1ea5y th\u00e0nh c\u00f4ng. B\u00e1o c\u00e1o n\u0103m 2017 c\u1ee7a McKinsey<\/a> , “S\u1ef1 gi\u00e1n \u0111o\u1ea1n k\u1ef9 thu\u1eadt s\u1ed1 trong b\u1ea3o hi\u1ec3m: C\u1eaft gi\u1ea3m ti\u1ebfng \u1ed3n”, nh\u1ea5n m\u1ea1nh t\u1ea7m quan tr\u1ecdng c\u1ee7a c\u00e1ch ti\u1ebfp c\u1eadn l\u1eb7p \u0111i l\u1eb7p l\u1ea1i n\u1ebfu c\u00e1c nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 theo k\u1ecbp s\u1ef1 ph\u00e1t tri\u1ec3n c\u00f4ng ngh\u1ec7 v\u00e0 thay \u0111\u1ed5i k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng.\nC\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m ph\u1ea3i th\u1eed nghi\u1ec7m s\u1ea3n ph\u1ea9m v\u1edbi kh\u00e1ch h\u00e0ng trong qu\u00e1 tr\u00ecnh ph\u00e1t tri\u1ec3n \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c lo\u1ea1i ph\u1ea3n h\u1ed3i ngay l\u1eadp t\u1ee9c gi\u00fap t\u0103ng t\u1ed1c \u0111\u1ed9 t\u1ea1o ra m\u1ed9t s\u1ea3n ph\u1ea9m kh\u1ea3 thi t\u1ed1i thi\u1ec3u. <\/p>\n\n

\"\"<\/figure>\n\n

X\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m k\u1ef9 thu\u1eadt s\u1ed1 t\u1ed1t h\u01a1n<\/h2>\n\n

X\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m k\u1ef9 thu\u1eadt s\u1ed1 t\u1ed1t h\u01a1n b\u1eaft \u0111\u1ea7u v\u1edbi n\u1ec1n t\u1ea3ng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn ng\u01b0\u1eddi ti\u00eau d\u00f9ng<\/a> .\nN\u1ec1n t\u1ea3ng DTC gi\u00fap c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u00f3 th\u1ec3 cung c\u1ea5p lo\u1ea1i tr\u1ea3i nghi\u1ec7m \u0111\u01b0\u1ee3c th\u1ea3o lu\u1eadn \u1edf tr\u00ean \u0111\u1ed3ng th\u1eddi thu th\u1eadp d\u1eef li\u1ec7u h\u1ecd c\u1ea7n \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng h\u01a1n n\u1eefa, Sam Ernest-Jones<\/a> vi\u1ebft t\u1ea1i Global Web Index. <\/p>\n\n

Tuy nhi\u00ean, h\u1ea7u h\u1ebft c\u00e1c nh\u00e0 m\u1ea1ng s\u1ebd kh\u00f4ng c\u1ea7n ph\u1ea3i \u0111\u1ee3i d\u1eef li\u1ec7u t\u1eeb c\u00e1c n\u1ec1n t\u1ea3ng c\u1ee7a b\u00ean th\u1ee9 nh\u1ea5t \u0111\u1ec3 b\u1eaft \u0111\u1ea7u c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng k\u1ef9 thu\u1eadt s\u1ed1.\nN\u1ebfu c\u00f3 th\u1ec3, c\u00e1c gi\u1ea3i ph\u00e1p ph\u00e2n t\u00edch d\u1eef li\u1ec7u d\u1ef1 \u0111o\u00e1n n\u00ean \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c s\u1ea3n ph\u1ea9m ph\u00f9 h\u1ee3p nh\u1ea5t cho kh\u00e1ch h\u00e0ng, Mark van den Broek<\/a> v\u00e0 c\u1ed9ng s\u1ef1 t\u1ea1i C\u00f4ng ty b\u1ea3o hi\u1ec3m k\u1ef9 thu\u1eadt s\u1ed1 cho bi\u1ebft.\nC\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u0169ng c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng ph\u00e2n t\u00edch d\u1eef li\u1ec7u \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c k\u00eanh th\u00edch h\u1ee3p nh\u1ea5t \u0111\u1ec3 t\u1eadp trung v\u00e0o. <\/p>\n\n

M\u1ed9t khi c\u00e1c k\u00eanh \u0111\u00f3 \u0111\u00e3 \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh, c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u1ea7n d\u00e0nh cho h\u1ecd s\u1ef1 ch\u00fa \u00fd m\u00e0 h\u1ecd x\u1ee9ng \u0111\u00e1ng.\n\u0110\u1ea7u t\u01b0 v\u00e0o tr\u1ea3i nghi\u1ec7m \u0111a k\u00eanh l\u00e0 r\u1ea5t quan tr\u1ecdng \u0111\u1ec3 ng\u0103n kh\u00e1ch h\u00e0ng r\u01a1i ra kh\u1ecfi k\u00eanh, \u0111\u1ed3ng s\u00e1ng l\u1eadp gi\u1ea3i ph\u00e1p t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng Lucep Zal Dastur<\/a> vi\u1ebft.\nB\u1ea5t k\u1ec3 kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng k\u00eanh n\u00e0o, h\u1ecd s\u1ebd c\u00f3 th\u1ec3 nh\u1eadn \u1ee9ng d\u1ee5ng c\u1ee7a m\u00ecnh \u1edf b\u1ea5t c\u1ee9 n\u01a1i n\u00e0o h\u1ecd r\u1eddi kh\u1ecfi n\u00f3.\n“Kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 so s\u00e1nh b\u00e1o gi\u00e1 t\u1eeb nhi\u1ec1u h\u00e3ng v\u1eadn t\u1ea3i v\u00e0 \u0111\u1ea1i l\u00fd b\u1ea3o hi\u1ec3m. Nh\u01b0ng khi h\u1ecd th\u1ea5y th\u00f4ng tin chi ti\u1ebft c\u1ee7a ch\u00ednh h\u1ecd \u0111\u00e3 \u0111\u01b0\u1ee3c \u0111i\u1ec1n v\u00e0o ph\u00eda tr\u00ean li\u00ean k\u1ebft ‘mua ngay’, h\u1ecd c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng ch\u1ec9 c\u1ea7n nh\u1ea5n g\u1eedi, so v\u1edbi nh\u1eefng ng\u01b0\u1eddi \u0111i\u1ec1n v\u00e0o m\u1ed9t bi\u1ec3u m\u1eabu tr\u1ed1ng t\u1eeb \u0111\u1ea7u. <\/p>\n\n

Tuy nhi\u00ean, kh\u00f4ng ch\u1ec9 c\u00e1c nh\u00e0 m\u1ea1ng front-end ph\u1ea3i ngh\u0129 \u0111\u1ebfn.<\/p>\n\n

C\u1eadp nh\u1eadt c\u00e1c h\u1ec7 th\u1ed1ng c\u0169<\/a> c\u0169ng quan tr\u1ecdng kh\u00f4ng k\u00e9m khi n\u00e2ng c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng k\u1ef9 thu\u1eadt s\u1ed1, Will Pritchett v\u00e0 Louise Portelli<\/a> t\u1ea1i KPMG vi\u1ebft.\n“Nhi\u1ec1u c\u00f4ng ty b\u1ea3o hi\u1ec3m \u0111ang b\u1ecb \u0111\u00e8 n\u1eb7ng b\u1edfi m\u1ed9t doanh nghi\u1ec7p nguy\u00ean kh\u1ed1i v\u00e0 b\u1ea5t \u0111\u1ed9ng s\u1ea3n c\u00f4ng ngh\u1ec7 \u0111\u01b0\u1ee3c th\u1eeba h\u01b0\u1edfng qua nhi\u1ec1u n\u0103m mua l\u1ea1i v\u00e0 mua c\u00f4ng ngh\u1ec7 \u0111\u00e3 \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n m\u00e0 kh\u00f4ng c\u00f3 c\u00e1i nh\u00ecn r\u00f5 r\u00e0ng v\u1ec1 ki\u1ebfn tr\u00fac nh\u00e0 n\u01b0\u1edbc cu\u1ed1i c\u00f9ng c\u1ee7a c\u00f4ng ngh\u1ec7. Gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 k\u1ebf th\u1eeba v\u00e0 t\u1ea1o ra c\u00e1c gi\u1ea3i ph\u00e1p k\u1ef9 thu\u1eadt s\u1ed1 ph\u1ea3i \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n \u0111\u1ed3ng th\u1eddi. N\u1ebfu kh\u00f4ng, c\u00e1c c\u00f4ng ty kh\u00f4ng th\u1ec3 \u0111\u1ed5i m\u1edbi v\u00e0 tr\u00edch xu\u1ea5t d\u1eef li\u1ec7u h\u1ecd c\u1ea7n \u0111\u1ec3 c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng”. <\/p>\n\n

\u1ea2nh: Viacheslav Iakobchuk\/\u00a9123rf.com, Thom Holmes<\/a>, Alvaro Reyes<\/a><\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

\u0110\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m ng\u00e0y nay, mua b\u1ea3o hi\u1ec3m c\u0169ng gi\u1ed1ng nh\u01b0 mua s\u1eafm c\u00e1c giao d\u1ecbch tr\u1ef1c tuy\u1ebfn t\u1ed1t nh\u1ea5t c\u0169ng nh\u01b0 g\u1ecdi cho \u0111\u1ea1i l\u00fd ho\u1eb7c nh\u00e0 m\u00f4i gi\u1edbi c\u1ee7a h\u1ecd. V\u00e0 \u0111i\u1ec1u \u0111\u00f3 c\u00f3 \u00fd ngh\u0129a quan tr\u1ecdng \u0111\u1ed1i v\u1edbi tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng, t\u00e0i s\u1ea3n v\u00e0 th\u01b0\u01a1ng vong m\u00e0 […]<\/p>\n","protected":false},"featured_media":9890,"template":"","insight-category":[],"class_list":["post-19268","insight","type-insight","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/insight\/19268","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/insight"}],"about":[{"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/types\/insight"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/media\/9890"}],"wp:attachment":[{"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/media?parent=19268"}],"wp:term":[{"taxonomy":"insight-category","embeddable":true,"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/insight-category?post=19268"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}