{"id":19382,"date":"2024-09-20T09:18:41","date_gmt":"2024-09-20T14:18:41","guid":{"rendered":"https:\/\/bolttech.io\/insight\/chia-khoa-de-trai-nghiem-khach-hang-tot-hon-va-tang-doanh-thu\/"},"modified":"2024-09-20T09:18:42","modified_gmt":"2024-09-20T14:18:42","slug":"chia-khoa-de-trai-nghiem-khach-hang-tot-hon-va-tang-doanh-thu","status":"publish","type":"insight","link":"https:\/\/bolttech.io\/vi\/insights\/chia-khoa-de-trai-nghiem-khach-hang-tot-hon-va-tang-doanh-thu\/","title":{"rendered":"Ch\u00eca kh\u00f3a \u0111\u1ec3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n v\u00e0 t\u0103ng doanh thu"},"content":{"rendered":"\n

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

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi l\u00e0m t\u0103ng kh\u1ea3 n\u0103ng gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, khuy\u1ebfn kh\u00edch m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng cao h\u01a1n v\u00e0 cu\u1ed1i c\u00f9ng th\u00fac \u0111\u1ea9y t\u0103ng tr\u01b0\u1edfng doanh thu.\n\u0110\u00e2y l\u00e0 b\u00e0i h\u1ecdc c\u01a1 b\u1ea3n m\u00e0 c\u00e1c doanh nghi\u1ec7p k\u1ef9 thu\u1eadt s\u1ed1 \u0111\u00e3 d\u1ea1y ch\u00fang ta. <\/p>\n\n

Tr\u00ean h\u1ea7u h\u1ebft c\u00e1c ng\u00e0nh c\u00f4ng nghi\u1ec7p, c\u00e1c doanh nghi\u1ec7p \u0111\u00e3 b\u1eaft \u0111\u1ea7u \u0111\u1ecbnh h\u01b0\u1edbng c\u00e1c quy tr\u00ecnh c\u1ee7a h\u1ecd xung quanh tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.\nDo \u0111\u00f3, kh\u00e1ch h\u00e0ng \u0111\u00e3 quen v\u1edbi vi\u1ec7c tr\u1edf th\u00e0nh trung t\u00e2m c\u1ee7a c\u00e1c chi\u1ebfn l\u01b0\u1ee3c kinh doanh. <\/p>\n\n

\u0110\u1ed1i v\u1edbi c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m, t\u1ea1o ra tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng li\u1ec1n m\u1ea1ch c\u00f3 ngh\u0129a l\u00e0 lo\u1ea1i b\u1ecf ma s\u00e1t kh\u1ecfi h\u00e0nh tr\u00ecnh c\u1ee7a ng\u01b0\u1eddi mua.<\/p>\n\n

S\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng<\/h2>\n\n

\u0110\u1ed1i v\u1edbi b\u1ea5t k\u1ef3 ai th\u1ef1c hi\u1ec7n b\u1ea5t k\u1ef3 giao d\u1ecbch mua s\u1eafm tr\u1ef1c tuy\u1ebfn n\u00e0o, tr\u1ea3i nghi\u1ec7m mua s\u1eafm r\u01b0\u1eddm r\u00e0 s\u1ebd khi\u1ebfn h\u1ecd b\u1ecf \u0111i.\n\u0110i\u1ec1u n\u00e0y \u00e1p d\u1ee5ng cho t\u1ea5t c\u1ea3 m\u1ecdi th\u1ee9, t\u1eeb mua s\u1eafm h\u00e0ng ti\u00eau d\u00f9ng \u0111\u1ebfn duy\u1ec7t c\u00e1c s\u1ea3n ph\u1ea9m b\u1ea3o hi\u1ec3m ch\u1ee7 nh\u00e0. <\/p>\n\n

“Kh\u00e1ch [insurance] h\u00e0ng \u0111\u00e3 ph\u00e1t tri\u1ec3n, v\u00e0 ph\u1ea7n l\u1edbn trong s\u1ed1 \u0111\u00f3 \u0111\u01b0\u1ee3c sinh ra th\u00f4ng qua c\u00e1ch h\u1ecd tham gia v\u1edbi c\u00e1c nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1c b\u00ean ngo\u00e0i l\u0129nh v\u1ef1c b\u1ea3o hi\u1ec3m”, Jeffery Williams<\/a>, m\u1ed9t nh\u00e0 ph\u00e2n t\u00edch cao c\u1ea5p t\u1ea1i Forrester n\u00f3i.<\/p>\n\n

Nh\u1eefng nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1c \u0111ang l\u00e0m g\u00ec?\nLo\u1ea1i b\u1ecf ma s\u00e1t kh\u1ecfi tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. <\/p>\n\n

S\u1ef1 ph\u00e1t tri\u1ec3n \u0111\u00f3 \u0111\u00e3 th\u00fac \u0111\u1ea9y m\u1ed9t s\u1ef1 thay \u0111\u1ed5i m\u00f4 h\u00ecnh trong b\u1ea3o hi\u1ec3m.\n“B\u1ea3o hi\u1ec3m \u0111\u00e3 chuy\u1ec3n t\u1eeb m\u1ed9t s\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c b\u00e1n sang m\u1ed9t s\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c mua, v\u00e0 \u0111i\u1ec1u \u0111\u00fang \u0111\u1eafn [customer experience] th\u00fac \u0111\u1ea9y quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng \u0111\u00f3”, Christian Bieck, Yoann Michaux v\u00e0 Matthew Stremel<\/a> c\u1ee7a IBM vi\u1ebft. <\/p>\n\n

Ng\u00e0y nay, kh\u00e1ch h\u00e0ng so s\u00e1nh v\u00e0 \u0111\u1ed1i chi\u1ebfu t\u1ea5t c\u1ea3 c\u00e1c c\u00e1ch th\u1ee9c c\u1ee7a c\u00e1c nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5, v\u00e0 c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m ng\u00e0y c\u00e0ng \u0111\u01b0\u1ee3c nh\u00ecn qua l\u0103ng k\u00ednh c\u1ee7a m\u1ed9t ng\u01b0\u1eddi ti\u00eau d\u00f9ng c\u00f3 hi\u1ec3u bi\u1ebft c\u00f3 tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi cu\u1ed1i c\u00f9ng c\u00f3 th\u1ec3 l\u00e0 v\u1edbi m\u1ed9t nh\u00e0 b\u00e1n l\u1ebb tr\u1ef1c tuy\u1ebfn. C\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m hi\u1ec7n \u0111ang \u0111\u01b0\u1ee3c so s\u00e1nh v\u1edbi CX t\u1ed1t nh\u1ea5t t\u1eeb c\u00e1c ng\u00e0nh kh\u00e1c – kh\u00f4ng ch\u1ec9 c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m kh\u00e1c.<\/p>\n\n

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

H\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng ng\u1eafn h\u01a1n, \u0111\u01a1n gi\u1ea3n h\u01a1n<\/h2>\n\n

L\u00e0 m\u1ed9t ng\u00e0nh c\u00f4ng nghi\u1ec7p, b\u1ea3o hi\u1ec3m \u0111\u00e3 th\u1eeba h\u01b0\u1edfng m\u1ed9t s\u1ed1 quy tr\u00ecnh b\u1ea3o th\u1ee7.<\/p>\n\n

Nh\u1eadn b\u1ea3o l\u00e3nh ph\u00e1t h\u00e0nh.\nTrong nhi\u1ec1u th\u1ebf h\u1ec7, b\u1ea3o l\u00e3nh ph\u00e1t h\u00e0nh c\u00f3 ngh\u0129a l\u00e0 thu th\u1eadp c\u00e0ng nhi\u1ec1u th\u00f4ng tin c\u00e0ng t\u1ed1t t\u1eeb kh\u00e1ch h\u00e0ng \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c m\u1ed9t t\u00ednh to\u00e1n ch\u00ednh x\u00e1c v\u1ec1 r\u1ee7i ro.\nTuy nhi\u00ean, qu\u00e1 tr\u00ecnh n\u00e0y kh\u00f4ng ph\u00f9 h\u1ee3p v\u1edbi h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng k\u1ef9 thu\u1eadt s\u1ed1.\nKhuynh h\u01b0\u1edbng, khi b\u1ea1n thi\u1ebft k\u1ebf m\u1ed9t quy tr\u00ecnh b\u1ea3o l\u00e3nh ph\u00e1t h\u00e0nh, l\u00e0 \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c gi\u00e1 ch\u00ednh x\u00e1c nh\u1ea5t c\u00f3 th\u1ec3.\nC\u00e2u th\u1ea7n ch\u00fa tr\u01b0\u1edbc \u0111\u00e2y c\u00e0ng nhi\u1ec1u c\u00e2u h\u1ecfi th\u00ec c\u00e0ng t\u1ed1t. <\/p>\n\n

Trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng k\u1ef9 thu\u1eadt s\u1ed1, b\u1ea1n c\u00e0ng h\u1ecfi ai \u0111\u00f3 nhi\u1ec1u c\u00e2u h\u1ecfi, b\u1ea1n c\u00e0ng t\u1ea1o ra nhi\u1ec1u ma s\u00e1t tr\u00ean con \u0111\u01b0\u1eddng chuy\u1ec3n \u0111\u1ed5i.<\/p>\n\n

\u0110\u00e2y l\u00e0 l\u00fac kh\u1ea3 n\u0103ng \u0111i\u1ec1n s\u1eb5n \u1ee9ng d\u1ee5ng xu\u1ea5t hi\u1ec7n.\nT\u1ef1 \u0111\u1ed9ng h\u00f3a vi\u1ec7c thu th\u1eadp d\u1eef li\u1ec7u \u0111\u00f3 thay m\u1eb7t cho kh\u00e1ch h\u00e0ng gi\u00fap c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng, lo\u1ea1i b\u1ecf ma s\u00e1t kh\u1ecfi quy tr\u00ecnh b\u00e1o gi\u00e1 \u0111\u1ebfn ph\u00e1t h\u00e0nh v\u00e0 cu\u1ed1i c\u00f9ng th\u00fac \u0111\u1ea9y chuy\u1ec3n \u0111\u1ed5i v\u00e0 t\u0103ng tr\u01b0\u1edfng kinh doanh. <\/p>\n\n

B\u1ea5t k\u1ef3 c\u00f4ng ty b\u1ea3o hi\u1ec3m n\u00e0o – d\u00f9 l\u00e0 c\u00f4ng ty b\u1ea3o hi\u1ec3m, \u0111\u1ea1i l\u00fd hay h\u00e3ng v\u1eadn chuy\u1ec3n – \u0111\u1ec1u c\u00f3 th\u1ec3 l\u00e0m ba \u0111i\u1ec1u \u0111\u1ec3 \u0111\u01a1n gi\u1ea3n h\u00f3a h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd.\nCh\u00fang bao g\u1ed3m: <\/p>\n\n