{"id":19369,"date":"2024-09-20T09:18:29","date_gmt":"2024-09-20T14:18:29","guid":{"rendered":"https:\/\/bolttech.io\/insight\/phan-phoi-thay-the-hay-la-anh-hung-trong-hanh-trinh-cua-khach-hang\/"},"modified":"2024-09-20T09:18:31","modified_gmt":"2024-09-20T14:18:31","slug":"phan-phoi-thay-the-hay-la-anh-hung-trong-hanh-trinh-cua-khach-hang","status":"publish","type":"insight","link":"https:\/\/bolttech.io\/vi\/insights\/phan-phoi-thay-the-hay-la-anh-hung-trong-hanh-trinh-cua-khach-hang\/","title":{"rendered":"Ph\u00e2n ph\u1ed1i thay th\u1ebf: H\u00e3y l\u00e0 anh h\u00f9ng trong h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng"},"content":{"rendered":"\n

Jim Dwane<\/strong><\/p>\n\n

Gi\u00e1m \u0111\u1ed1c doanh thu, bolt<\/strong><\/p>\n\n

Ph\u00e2n ph\u1ed1i thay th\u1ebf l\u00e0 m\u1ed9t trong nh\u1eefng \u0111i\u1ec1u th\u00fa v\u1ecb nh\u1ea5t trong b\u1ea3o hi\u1ec3m hi\u1ec7n nay v\u00ec n\u00f3 t\u00e1c \u0111\u1ed9ng \u0111\u1ebfn r\u1ea5t nhi\u1ec1u ph\u1ea7n c\u1ee7a h\u00e0nh tr\u00ecnh b\u1ea3o hi\u1ec3m.<\/p>\n\n

\u0110i\u1ec1u n\u00e0y t\u1ea1o ra s\u1ef1 \u0111a d\u1ea1ng th\u1ef1c s\u1ef1 trong c\u00e1ch ph\u00e2n ph\u1ed1i c\u00e1c s\u1ea3n ph\u1ea9m b\u1ea3o hi\u1ec3m.\n\u0110\u00f3 l\u00e0 l\u00fd do t\u1ea1i sao, trong nh\u1eefng n\u0103m g\u1ea7n \u0111\u00e2y, c\u00e1c c\u00f4ng ty xu\u1ea5t s\u1eafc trong vi\u1ec7c x\u00e2y d\u1ef1ng h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u00e3 tham gia v\u00e0o kh\u00f4ng gian b\u1ea3o hi\u1ec3m.\nC\u00e1c c\u00f4ng ty nh\u01b0 Petco, NerdWallet v\u00e0 Keller Williams \u0111\u1ec1u \u0111\u00e3 tr\u1edf th\u00e0nh k\u00eanh ph\u00e2n ph\u1ed1i ch\u00ednh cho c\u00e1c s\u1ea3n ph\u1ea9m b\u1ea3o hi\u1ec3m ch\u00ednh x\u00e1c b\u1edfi v\u00ec c\u00e1c c\u00f4ng ty n\u00e0y t\u1eadp trung v\u00e0o vi\u1ec7c gia t\u0103ng gi\u00e1 tr\u1ecb cho kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd. <\/p>\n\n

L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 h\u1ecd l\u00e0m \u0111i\u1ec1u n\u00e0y?\nB\u1eb1ng c\u00e1ch k\u1ebft n\u1ed1i kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd v\u1edbi c\u00e1c s\u1ea3n ph\u1ea9m b\u1ea3o hi\u1ec3m ph\u00f9 h\u1ee3p v\u00e0o \u0111\u00fang th\u1eddi \u0111i\u1ec3m d\u1ecdc theo giao \u0111i\u1ec3m c\u1ee7a th\u01b0\u01a1ng m\u1ea1i v\u00e0 r\u1ee7i ro. <\/p>\n\n

\u0110\u1ed1i v\u1edbi c\u00e1c nh\u00e0 m\u1ea1ng, h\u1ec7 sinh th\u00e1i m\u1edbi n\u1ed5i c\u1ee7a c\u00e1c k\u00eanh ph\u00e2n ph\u1ed1i thay th\u1ebf n\u00e0y mang \u0111\u1ebfn m\u1ed9t c\u01a1 h\u1ed9i.\nC\u00e1c doanh nghi\u1ec7p phi b\u1ea3o hi\u1ec3m n\u00e0y \u0111\u00e3 t\u1ea1o ra nh\u1eefng c\u00e1ch th\u1ee9c m\u1edbi, hi\u1ec7u qu\u1ea3 v\u1ec1 chi ph\u00ed \u0111\u1ec3 k\u1ebft n\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng.\nC\u00e1c nh\u00e0 m\u1ea1ng n\u1eafm b\u1eaft \u0111i\u1ec1u n\u00e0y t\u1ef1 thi\u1ebft l\u1eadp \u0111\u1ec3 gi\u00e0nh chi\u1ebfn th\u1eafng trong kinh doanh c\u1ee7a kh\u00e1ch h\u00e0ng su\u1ed1t \u0111\u1eddi. <\/p>\n\n

Gia t\u0103ng gi\u00e1 tr\u1ecb cho kh\u00e1ch h\u00e0ng<\/h2>\n\n

Th\u1eadt h\u1eefu \u00edch khi suy ngh\u0129 v\u1ec1 vi\u1ec7c ph\u00e2n ph\u1ed1i thay th\u1ebf tr\u00f4ng nh\u01b0 th\u1ebf n\u00e0o nh\u01b0 m\u1ed9t ph\u1ea7n c\u1ee7a h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng c\u1ee7a m\u1ed9t c\u00f4ng ty kh\u00e1c.<\/p>\n\n

H\u00e3y t\u01b0\u1edfng t\u01b0\u1ee3ng m\u1ed9t c\u00f4ng ty b\u1ea5t \u0111\u1ed9ng s\u1ea3n, c\u00f3 kh\u00e1ch h\u00e0ng ch\u1ee7 y\u1ebfu quan t\u00e2m \u0111\u1ebfn vi\u1ec7c mua v\u00e0 b\u00e1n nh\u00e0.\nMua nh\u00e0 th\u01b0\u1eddng b\u1eaft bu\u1ed9c m\u1ed9t s\u1ed1 giao d\u1ecbch mua kh\u00e1c, m\u1ed9t trong s\u1ed1 \u0111\u00f3 l\u00e0 mua b\u1ea3o hi\u1ec3m ch\u1ee7 nh\u00e0.\nM\u1ed9t c\u00f4ng ty b\u1ea5t \u0111\u1ed9ng s\u1ea3n t\u1eadp trung v\u00e0o h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd nh\u1eadn ra \u0111i\u1ec1u n\u00e0y v\u00e0 t\u00ecm c\u00e1ch t\u0103ng th\u00eam gi\u00e1 tr\u1ecb.\nV\u00ed d\u1ee5, \u0111i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 c\u00f3 ngh\u0129a l\u00e0 gi\u00fap kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng mua b\u1ea3o hi\u1ec3m ch\u1ee7 nh\u00e0 m\u00e0 h\u1ecd s\u1eafp c\u1ea7n. <\/p>\n\n

C\u00f4ng ty b\u1ea5t \u0111\u1ed9ng s\u1ea3n n\u00e0y sau \u0111\u00f3 tr\u1edf th\u00e0nh \u0111i\u1ec3m \u0111\u1ebfn cho kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh.\nN\u00f3 s\u1edf h\u1eefu m\u1ed9t ph\u1ea7n l\u1edbn tr\u1ea3i nghi\u1ec7m mua nh\u00e0.\nCh\u00ednh nh\u1edd \u0111\u1ecbnh v\u1ecb n\u00e0y m\u00e0 c\u00f4ng ty b\u1ea5t \u0111\u1ed9ng s\u1ea3n tr\u1edf th\u00e0nh k\u00eanh ph\u00e2n ph\u1ed1i t\u1ef1 nhi\u00ean cho b\u1ea3o hi\u1ec3m ch\u1ee7 nh\u00e0. <\/p>\n\n

\u0110i\u1ec1u t\u01b0\u01a1ng t\u1ef1 c\u0169ng \u00e1p d\u1ee5ng cho c\u00e1c \u0111\u1ea1i l\u00fd \u00f4 t\u00f4, c\u00f3 th\u1ec3 t\u00edch h\u1ee3p vi\u1ec7c mua b\u1ea3o hi\u1ec3m m\u1ed9t c\u00e1ch su\u00f4n s\u1ebb v\u00e0o h\u00e0nh tr\u00ecnh mua xe.\nM\u1ed9t l\u1ea7n n\u1eefa, \u0111i\u1ec1u n\u00e0y cho ph\u00e9p c\u00f4ng ty phi b\u1ea3o hi\u1ec3m \u0111\u1ecbnh v\u1ecb m\u00ecnh l\u00e0 \u0111i\u1ec3m \u0111\u1ebfn cho kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh, kh\u00f4ng ch\u1ec9 \u0111\u01a1n thu\u1ea7n l\u00e0 ng\u01b0\u1eddi b\u00e1n s\u1ea3n ph\u1ea9m. <\/p>\n\n

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

Kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m mu\u1ed1n \u0111i\u1ec1u n\u00e0y<\/h2>\n\n

Kh\u00e1ch h\u00e0ng kh\u00f4ng mu\u1ed1n tr\u1ea3i qua m\u1ed9t qu\u00e1 tr\u00ecnh mua h\u00e0ng d\u00e0i ch\u1ec9 \u0111\u1ec3 mua b\u1ea3o hi\u1ec3m ch\u1ee7 nh\u00e0 ho\u1eb7c b\u1ea3o hi\u1ec3m xe h\u01a1i.\nH\u1ecd ch\u1ec9 mu\u1ed1n s\u1ea3n ph\u1ea9m ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u c\u1ee7a h\u1ecd.\n\u0110\u00f3 l\u00e0 l\u00fd do t\u1ea1i sao ph\u00e2n ph\u1ed1i thay th\u1ebf c\u00f3 th\u1ec3 r\u1ea5t hi\u1ec7u qu\u1ea3. <\/p>\n\n

V\u00e0 kh\u00e1ch h\u00e0ng s\u1eb5n s\u00e0ng chia s\u1ebb d\u1eef li\u1ec7u c\u00e1 nh\u00e2n c\u1ee7a h\u1ecd \u0111\u1ec3 gi\u00fap c\u00e1c nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 v\u00e0 \u0111\u1ea1i l\u00fd b\u1ea3o hi\u1ec3m d\u1ec5 d\u00e0ng h\u01a1n. Kenneth Saldanha v\u00e0 Todd Staehle<\/a> t\u1ea1i ph\u00f2ng kh\u00e1m b\u1ea3o hi\u1ec3m c\u1ee7a Accenture l\u01b0u \u00fd r\u1eb1ng kh\u00e1ch h\u00e0ng “ng\u00e0y c\u00e0ng \u0111\u00f2i h\u1ecfi ph\u1ea3i b\u1ecb t\u00ednh ph\u00ed d\u1ef1a tr\u00ean h\u00e0nh vi v\u00e0 th\u00f3i quen v\u00e0 h\u1ecd s\u1eb5n s\u00e0ng cho ph\u00e9p c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m thu th\u1eadp v\u00e0 s\u1eed d\u1ee5ng d\u1eef li\u1ec7u c\u1ee7a h\u1ecd \u0111\u1ec3 \u0111\u1ed5i l\u1ea5y gi\u00e1 tr\u1ecb \u0111\u00f3”.<\/p>\n\n

Kh\u00e1ch h\u00e0ng s\u1eb5n s\u00e0ng ch\u1ee9ng minh m\u1ed9t h\u00f3a \u0111\u01a1n s\u1ee9c kh\u1ecfe s\u1ea1ch s\u1ebd \u0111\u1ec3 \u0111\u01b0\u1ee3c gi\u1ea3m gi\u00e1 b\u1ea3o hi\u1ec3m y t\u1ebf.\nH\u1ecd s\u1eb5n s\u00e0ng ch\u1ee9ng minh h\u1ed3 s\u01a1 l\u00e1i xe s\u1ea1ch s\u1ebd \u0111\u1ec3 \u0111\u01b0\u1ee3c gi\u1ea3m gi\u00e1 b\u1ea3o hi\u1ec3m \u00f4 t\u00f4.\n\u0110\u00e2y l\u00e0 m\u1ed9t kh\u00eda c\u1ea1nh quan tr\u1ecdng c\u1ee7a \u00fd ngh\u0129a c\u1ee7a vi\u1ec7c m\u1ed9t doanh nghi\u1ec7p tr\u1edf th\u00e0nh \u0111i\u1ec3m \u0111\u1ebfn cho kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh. <\/p>\n\n

Tr\u01b0\u1eddng h\u1ee3p kinh doanh cho c\u00e1c nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5<\/h2>\n\n

\u0110\u1ed1i v\u1edbi c\u00e1c h\u00e3ng b\u1ea3o hi\u1ec3m, \u0111\u00e2y l\u00e0 m\u1ed9t tin tuy\u1ec7t v\u1eddi v\u00ec m\u00f4 h\u00ecnh ph\u00e2n ph\u1ed1i t\u1eadp trung v\u00e0o h\u00e0nh vi kh\u00e1ch h\u00e0ng nh\u01b0 v\u1eady t\u1ea1o ra m\u1ed9t con \u0111\u01b0\u1eddng r\u00f5 r\u00e0ng cho s\u1ef1 ph\u00e1t tri\u1ec3n kinh doanh.<\/p>\n\n

Ph\u00e2n ph\u1ed1i thay th\u1ebf th\u1ef1c hi\u1ec7n hai \u0111i\u1ec1u r\u1ea5t quan tr\u1ecdng \u0111\u1ed1i v\u1edbi c\u00e1c h\u00e3ng b\u1ea3o hi\u1ec3m:<\/p>\n\n