{"id":19926,"date":"2024-09-20T13:28:25","date_gmt":"2024-09-20T18:28:25","guid":{"rendered":"https:\/\/bolttech.io\/insights\/cach-xay-dung-chuong-trinh-khach-hang-than-thiet-trong-nganh-bao-hiem\/"},"modified":"2024-09-20T13:28:32","modified_gmt":"2024-09-20T18:28:32","slug":"cach-xay-dung-chuong-trinh-khach-hang-than-thiet-trong-nganh-bao-hiem","status":"publish","type":"insight","link":"https:\/\/bolttech.io\/vi\/insights\/cach-xay-dung-chuong-trinh-khach-hang-than-thiet-trong-nganh-bao-hiem\/","title":{"rendered":"C\u00e1ch x\u00e2y d\u1ef1ng ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft trong ng\u00e0nh b\u1ea3o hi\u1ec3m"},"content":{"rendered":"\n

Khi n\u00f3i \u0111\u1ebfn b\u1ea3o hi\u1ec3m, m\u1ecdi th\u1ee9 \u0111\u1ec1u m\u1edf \u0111\u1ec3 \u0111\u1eb7t c\u00e2u h\u1ecfi.\nS\u1ed1 h\u00f3a, thay \u0111\u1ed5i r\u1ee7i ro v\u00e0 nhu c\u1ea7u ph\u00e1t tri\u1ec3n c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec1u c\u00f3 ngh\u0129a l\u00e0 c\u00e1c ho\u1ea1t \u0111\u1ed9ng b\u1ea3o hi\u1ec3m \u0111\u00e3 \u0111\u01b0\u1ee3c thi\u1ebft l\u1eadp c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c h\u01b0\u1edfng l\u1ee3i t\u1eeb vi\u1ec7c \u0111\u01b0\u1ee3c ki\u1ec3m tra theo nh\u1eefng c\u00e1ch m\u1edbi. <\/p>\n\n

C\u00e1c ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft kh\u00f4ng ph\u1ea3i l\u00e0 m\u1edbi trong b\u1ea3o hi\u1ec3m.\nTuy nhi\u00ean, c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh n\u00e0y c\u0169ng m\u1edf ra \u0111\u1ec3 di\u1ec5n gi\u1ea3i l\u1ea1i v\u00e0 t\u01b0\u1edfng t\u01b0\u1ee3ng l\u1ea1i trong th\u1ebf gi\u1edbi k\u1ef9 thu\u1eadt s\u1ed1.\nX\u00e1c \u0111\u1ecbnh nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng c\u1ea7n, mu\u1ed1n v\u00e0 mong \u0111\u1ee3i c\u00f3 th\u1ec3 c\u00f3 t\u00e1c \u0111\u1ed9ng \u0111\u00e1ng k\u1ec3 \u0111\u1ebfn c\u00e1ch c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m theo \u0111u\u1ed5i v\u00e0 duy tr\u00ec l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng. <\/p>\n\n

B\u1ea3o hi\u1ec3m \u0111ang ph\u1ea3i \u0111\u1ed1i m\u1eb7t v\u1edbi m\u1ed9t cu\u1ed9c kh\u1ee7ng ho\u1ea3ng duy tr\u00ec<\/h2>\n\n

Chi ph\u00ed b\u1ea3o hi\u1ec3m t\u00e0i s\u1ea3n v\u00e0 th\u01b0\u01a1ng vong t\u0103ng c\u0169ng \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn vi\u1ec7c kh\u00e1ch h\u00e0ng s\u1eb5n s\u00e0ng \u1edf l\u1ea1i v\u1edbi m\u1ed9t h\u00e3ng v\u1eadn chuy\u1ec3n.\nV\u00ed d\u1ee5, chi ph\u00ed b\u1ea3o hi\u1ec3m \u00f4 t\u00f4 \u0111\u00e3 t\u0103ng g\u1ea7n g\u1ea5p \u0111\u00f4i t\u1ef7 l\u1ec7 thu nh\u1eadp h\u1ed9 gia \u0111\u00ecnh trung b\u00ecnh trong nh\u1eefng n\u0103m 2010, theo Nghi\u00ean c\u1ee9u mua s\u1eafm b\u1ea3o hi\u1ec3m c\u1ee7a Hoa K\u1ef3 J.D. Power 2019. <\/p>\n\n

Do \u0111\u00f3, “b\u1ea3o hi\u1ec3m \u00f4 t\u00f4 kh\u00f4ng ch\u1ec9 chi\u1ebfm t\u1ef7 tr\u1ecdng l\u1edbn h\u01a1n trong v\u00ed c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng, n\u00f3 c\u00f2n c\u00f3 \u1ea3nh h\u01b0\u1edfng l\u1edbn \u0111\u1ebfn l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi c\u00e1c h\u00e3ng b\u1ea3o hi\u1ec3m hi\u1ec7n t\u1ea1i c\u1ee7a h\u1ecd”, Tom Super<\/a>, ng\u01b0\u1eddi \u0111\u1ee9ng \u0111\u1ea7u b\u1ea3o hi\u1ec3m P&C t\u1ea1i J.D. Power cho bi\u1ebft.\nC\u1ee5 th\u1ec3, l\u00e3i su\u1ea5t t\u0103ng c\u00f3 t\u00e1c \u0111\u1ed9ng ti\u00eau c\u1ef1c \u0111\u1ebfn l\u00f2ng trung th\u00e0nh; T\u1eeb n\u0103m 2004 \u0111\u1ebfn n\u0103m 2018, t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng trung b\u00ecnh cho bi\u1ebft h\u1ecd “ch\u1eafc ch\u1eafn s\u1ebd gia h\u1ea1n” ch\u00ednh s\u00e1ch c\u1ee7a h\u1ecd v\u1edbi nh\u00e0 m\u1ea1ng hi\u1ec7n t\u1ea1i \u0111\u00e3 gi\u1ea3m t\u1eeb h\u01a1n 59% xu\u1ed1ng c\u00f2n 48%. <\/p>\n\n

B\u1edfi v\u00ec kh\u00e1ch h\u00e0ng th\u01b0\u1eddng th\u1ea5y h\u1ecd c\u00f3 th\u1ec3 nh\u1eadn \u0111\u01b0\u1ee3c m\u1ed9t th\u1ecfa thu\u1eadn t\u1ed1t h\u01a1n v\u1ec1 b\u1ea3o hi\u1ec3m nh\u00e0, \u00f4 t\u00f4 ho\u1eb7c kinh doanh b\u1eb1ng c\u00e1ch mua s\u1eafm xung quanh, h\u1ecd b\u1eaft \u0111\u1ea7u c\u1ea3m th\u1ea5y nh\u01b0 th\u1ec3 h\u1ecd \u0111ang b\u1ecb ph\u1ea1t v\u00ec trung th\u00e0nh v\u1edbi m\u1ed9t h\u00e3ng v\u1eadn chuy\u1ec3n.\nTrong m\u1ed9t s\u1ed1 tr\u01b0\u1eddng h\u1ee3p, h\u00ecnh ph\u1ea1t c\u00f3 th\u1ec3 nhi\u1ec1u h\u01a1n ch\u1ee7 quan: M\u1ed9t nghi\u00ean c\u1ee9u n\u0103m 2019 c\u1ee7a C\u01a1 quan Qu\u1ea3n l\u00fd T\u00e0i ch\u00ednh c\u1ee7a V\u01b0\u01a1ng qu\u1ed1c Anh cho th\u1ea5y kho\u1ea3ng s\u00e1u tri\u1ec7u ch\u1ee7 h\u1ee3p \u0111\u1ed3ng \u1edf Anh \u0111\u00e3 b\u1ecb t\u00ednh ph\u00ed b\u1ea3o hi\u1ec3m qu\u00e1 m\u1ee9c ch\u1ec9 v\u00ec \u1edf l\u1ea1i v\u1edbi h\u00e3ng v\u1eadn chuy\u1ec3n hi\u1ec7n t\u1ea1i c\u1ee7a h\u1ecd. <\/p>\n\n

“Th\u1ecb tr\u01b0\u1eddng n\u00e0y kh\u00f4ng ho\u1ea1t \u0111\u1ed9ng t\u1ed1t cho t\u1ea5t c\u1ea3 ng\u01b0\u1eddi ti\u00eau d\u00f9ng. Trong khi m\u1ed9t s\u1ed1 l\u01b0\u1ee3ng l\u1edbn ng\u01b0\u1eddi mua s\u1eafm xung quanh, nhi\u1ec1u kh\u00e1ch h\u00e0ng trung th\u00e0nh kh\u00f4ng nh\u1eadn \u0111\u01b0\u1ee3c m\u1ed9t th\u1ecfa thu\u1eadn t\u1ed1t, ” Christopher Woolard<\/a>, gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh t\u1ea1m th\u1eddi t\u1ea1i FCA n\u00f3i.<\/p>\n\n

V\u1ec1 ph\u1ea7n m\u00ecnh, kh\u00e1ch h\u00e0ng d\u01b0\u1eddng nh\u01b0 \u00edt \u0111\u01b0\u1ee3c khuy\u1ebfn kh\u00edch h\u01a1n bao gi\u1edd h\u1ebft \u0111\u1ec3 trung th\u00e0nh v\u1edbi h\u00e3ng b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd.\nV\u00ed d\u1ee5, m\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a Vi\u1ec7n B\u1ea3o hi\u1ec3m Chartered cho th\u1ea5y h\u01a1n 80% kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m mong \u0111\u1ee3i c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 gi\u00e1 c\u1ea3 \u0111\u1ec3 duy tr\u00ec l\u00f2ng trung th\u00e0nh.\nM\u1eb7c d\u00f9 v\u1ea5n \u0111\u1ec1 gia h\u1ea1n gi\u00e1 kh\u00f4ng ph\u1ea3i l\u00e0 m\u1edbi, nh\u01b0ng “n\u00f3 \u0111\u1ea1i di\u1ec7n cho m\u1ed9t c\u01a1 h\u1ed9i cho c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m tham gia v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd”, Sian Fisher<\/a>, gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh c\u1ee7a Vi\u1ec7n B\u1ea3o hi\u1ec3m Chartered cho bi\u1ebft. <\/p>\n\n

Trong khi \u0111\u00f3, c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m th\u01b0\u1eddng ph\u1ea3i v\u1eadt l\u1ed9n v\u1edbi vi\u1ec7c qu\u1ea3n l\u00fd vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng trong m\u1ed9t th\u1ebf gi\u1edbi s\u1ed1 h\u00f3a nhanh ch\u00f3ng.\nCh\u1eb3ng h\u1ea1n, m\u1ed9t \u0111\u00e1nh gi\u00e1 nghi\u00ean c\u1ee9u v\u00e0o th\u00e1ng 4\/2020 c\u1ee7a Anthony Larsson v\u00e0 Ellen Brostr\u04e7m<\/a> cho th\u1ea5y c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m ng\u00e0y c\u00e0ng n\u1eafm b\u1eaft c\u00e1i m\u00e0 c\u00e1c nh\u00e0 nghi\u00ean c\u1ee9u g\u1ecdi l\u00e0 “gi\u1eef ch\u00e2n ch\u1ee7 \u0111\u1ed9ng” ho\u1eb7c l\u00e0m vi\u1ec7c \u0111\u1ec3 th\u00fac \u0111\u1ea9y l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng tr\u01b0\u1edbc khi kh\u00e1ch h\u00e0ng b\u1eaft \u0111\u1ea7u t\u00ecm ki\u1ebfm n\u01a1i kh\u00e1c. <\/p>\n\n

M\u1eb7c d\u00f9 c\u00e1ch ti\u1ebfp c\u1eadn gi\u1eef ch\u00e2n ch\u1ee7 \u0111\u1ed9ng c\u00f3 th\u1ec3 mang l\u1ea1i nh\u1eefng c\u01a1 h\u1ed9i m\u1edbi, nh\u01b0ng n\u00f3 c\u0169ng b\u1ecf qua c\u00e1c ph\u01b0\u01a1ng ph\u00e1p c\u0169 h\u01a1n, \u0111\u00e3 \u0111\u01b0\u1ee3c th\u1eed nghi\u1ec7m theo th\u1eddi gian \u0111\u1ec3 x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.\nCh\u00fang bao g\u1ed3m thu th\u1eadp ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 x\u00e2y d\u1ef1ng c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh duy tr\u00ec v\u00e0 kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft ch\u00ednh th\u1ee9c ho\u1eb7c kh\u00f4ng ch\u00ednh th\u1ee9c. <\/p>\n\n

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

Ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft cho b\u1ea3o hi\u1ec3m<\/h2>\n\n

M\u1ed9t trong nh\u1eefng c\u00e1ch t\u1ed1t nh\u1ea5t \u0111\u1ec3 t\u0103ng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 th\u1ef1c hi\u1ec7n m\u1ed9t ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng duy tr\u00ec ch\u00ednh s\u00e1ch c\u1ee7a h\u1ecd v\u1edbi m\u1ed9t c\u00f4ng ty b\u1ea3o hi\u1ec3m n\u0103m n\u00e0y qua n\u0103m kh\u00e1c.<\/p>\n\n

C\u00e1c l\u1ef1a ch\u1ecdn khuy\u1ebfn kh\u00edch l\u00e0 v\u00f4 s\u1ed1 v\u00e0 c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c \u0111i\u1ec1u ch\u1ec9nh theo nhu c\u1ea7u, kh\u1ea3 n\u0103ng v\u00e0 m\u1ee5c ti\u00eau c\u1ee7a m\u1ed9t c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u00e1 nh\u00e2n.\n“M\u1ed9t c\u00e1ch \u0111\u1ec3 th\u01b0\u1edfng cho kh\u00e1ch h\u00e0ng trung th\u00e0nh l\u00e0 cung c\u1ea5p l\u1ee3i \u00edch tha th\u1ee9 cho c\u00e1c khi\u1ebfu n\u1ea1i nh\u1ecf b\u1eb1ng c\u00e1ch kh\u00f4ng t\u0103ng gi\u00e1. M\u1ed9t c\u00e1ch kh\u00e1c l\u00e0 t\u0103ng ph\u1ea7n th\u01b0\u1edfng v\u1edbi nhi\u1ec7m k\u1ef3 nh\u01b0 m\u1ed9t l\u1ee3i \u00edch ki\u1ebfm \u0111\u01b0\u1ee3c” b\u1eb1ng c\u00e1ch k\u1ebft n\u1ed1i kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c b\u1ea3o hi\u1ec3m v\u1edbi c\u00e1c \u0111\u1ed1i t\u00e1c kh\u00f4ng ph\u1ea3i l\u00e0 c\u00f4ng ty b\u1ea3o hi\u1ec3m, Lev Barinsky<\/a>, \u0111\u1ed3ng s\u00e1ng l\u1eadp v\u00e0 gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh c\u1ee7a SmartFinancial vi\u1ebft. <\/p>\n\n

C\u00e1c ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft n\u00e0y c\u00f3 th\u1ec3 l\u00e0m gi\u1ea3m \u0111\u1ed9ng l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 mua s\u1eafm xung quanh b\u1eb1ng c\u00e1ch tr\u1ea5n an h\u1ecd r\u1eb1ng l\u00f2ng trung th\u00e0nh c\u1ee7a h\u1ecd \u0111ang ki\u1ebfm \u0111\u01b0\u1ee3c gi\u00e1 tr\u1ecb cho h\u1ecd.<\/p>\n\n

M\u1ed9t c\u00e1ch kh\u00e1c \u0111\u1ec3 c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m ch\u1ee9ng minh gi\u00e1 tr\u1ecb cho kh\u00e1ch h\u00e0ng l\u00e0 s\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 v\u00e0 n\u1ec1n t\u1ea3ng k\u1ef9 thu\u1eadt s\u1ed1 \u0111\u1ec3 c\u1ea3i thi\u1ec7n giao ti\u1ebfp v\u00e0 gi\u00e1o d\u1ee5c kh\u00e1ch h\u00e0ng.<\/p>\n\n

“C\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m \u0111ang \u1edf v\u1ecb tr\u00ed \u0111\u1ec3 c\u1ea3i thi\u1ec7n l\u00f2ng trung th\u00e0nh v\u00e0 n\u00e2ng cao th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a h\u1ecd b\u1eb1ng c\u00e1ch gi\u00fap ng\u01b0\u1eddi ti\u00eau d\u00f9ng hi\u1ec3u c\u00e1ch s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a h\u1ecd ho\u1ea1t \u0111\u1ed9ng v\u00e0 b\u1eb1ng c\u00e1ch ti\u1ebfp t\u1ee5c c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m y\u00eau c\u1ea7u b\u1ed3i th\u01b0\u1eddng”, Phil Ratcliff<\/a>, ph\u00f3 ch\u1ee7 t\u1ecbch v\u00e0 t\u1ed5ng gi\u00e1m \u0111\u1ed1c b\u1ea3o hi\u1ec3m to\u00e0n c\u1ea7u t\u1ea1i DXC Technology cho bi\u1ebft.<\/p>\n\n

Khi c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m s\u1eed d\u1ee5ng c\u00e1c n\u1ec1n t\u1ea3ng hi\u1ec7n c\u00f3 c\u1ee7a h\u1ecd \u0111\u1ec3 giao ti\u1ebfp v\u00e0 gi\u00e1o d\u1ee5c, h\u1ecd cung c\u1ea5p s\u1ef1 t\u1ef1 tin cho kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m.\nKh\u00e1ch h\u00e0ng tr\u1edf n\u00ean hi\u1ec3u bi\u1ebft h\u01a1n v\u1ec1 ph\u1ea1m vi b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd v\u00e0 gi\u00e1 tr\u1ecb m\u00e0 n\u00f3 cung c\u1ea5p.\nH\u1ecd c\u0169ng hi\u1ec3u c\u00e1ch tri\u1ec3n khai c\u00e1c s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 kh\u00f4ng ph\u1ea3i c\u1ee7a c\u00f4ng ty b\u1ea3o hi\u1ec3m, t\u1eeb vi\u1ec7c thu\u00ea th\u1ee3 s\u1eeda xe \u0111\u1ebfn l\u1eafp \u0111\u1eb7t c\u1ea3m bi\u1ebfn nh\u00e0 th\u00f4ng minh, \u0111\u1ec3 c\u1ea3i thi\u1ec7n h\u01a1n n\u1eefa kh\u1ea3 n\u0103ng b\u1ea3o v\u1ec7 tr\u01b0\u1edbc r\u1ee7i ro. <\/p>\n\n

X\u00e2y d\u1ef1ng k\u1ebft n\u1ed1i gi\u1eefa c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m, \u0111\u1ed1i t\u00e1c phi b\u1ea3o hi\u1ec3m v\u00e0 kh\u00e1ch h\u00e0ng c\u0169ng gi\u00fap thu h\u00fat v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/p>\n\n

Kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng th\u1ec3 hi\u1ec7n s\u1ef1 quan t\u00e2m \u0111\u1ebfn c\u00e1c h\u1ec7 sinh th\u00e1i h\u1ee3p t\u00e1c v\u1edbi c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd v\u1edbi c\u00e1c d\u1ecbch v\u1ee5 phi b\u1ea3o hi\u1ec3m li\u00ean quan \u0111\u1ebfn nhu c\u1ea7u t\u00e0i s\u1ea3n v\u00e0 th\u01b0\u01a1ng vong c\u1ee7a h\u1ecd, Henrik Naujoks<\/a> v\u00e0 c\u00e1c nh\u00e0 nghi\u00ean c\u1ee9u \u0111\u1ed3ng nghi\u1ec7p t\u1ea1i Bain &;Company cho bi\u1ebft.\nH\u1ecd coi nh\u1eefng h\u1ec7 sinh th\u00e1i n\u00e0y l\u00e0 quan h\u1ec7 \u0111\u1ed1i t\u00e1c gi\u00fap h\u1ecd \u0111\u1ea1t \u0111\u01b0\u1ee3c ch\u1ea5t l\u01b0\u1ee3ng cu\u1ed9c s\u1ed1ng cao h\u01a1n; \u0110\u01b0\u1ee3c t\u1eadn d\u1ee5ng hi\u1ec7u qu\u1ea3, m\u1ee5c ti\u00eau n\u00e0y c\u0169ng c\u00f3 th\u1ec3 x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh gi\u1eefa kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m v\u00e0 c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd. <\/p>\n\n

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

S\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 \u0111\u1ec3 x\u00e2y d\u1ef1ng c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc<\/h2>\n\n

S\u1ef1 thay \u0111\u1ed5i c\u00f4ng ngh\u1ec7 trong b\u1ea3o hi\u1ec3m \u0111ang ti\u1ebfn tri\u1ec3n nhanh ch\u00f3ng, \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn m\u1ecdi kh\u00eda c\u1ea1nh c\u1ee7a b\u1ea3o l\u00e3nh ph\u00e1t h\u00e0nh v\u00e0 ph\u00e2n ph\u1ed1i.\nTrong su\u1ed1t nh\u1eefng thay \u0111\u1ed5i n\u00e0y, nhu c\u1ea7u, mong mu\u1ed1n v\u00e0 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng ti\u1ebfp t\u1ee5c th\u00fac \u0111\u1ea9y c\u00e1ch ti\u1ebfp c\u1eadn c\u1ee7a c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m P&C \u0111\u1ed1i v\u1edbi s\u1ef1 thay \u0111\u1ed5i k\u1ef9 thu\u1eadt s\u1ed1. <\/p>\n\n

X\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 k\u1ef9 thu\u1eadt s\u1ed1<\/h3>\n\n

S\u1ef1 quan t\u00e2m c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi c\u00e1c c\u00f4ng c\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 \u0111\u1ec3 nghi\u00ean c\u1ee9u, so s\u00e1nh v\u00e0 \u0111\u1eb7t c\u00e1c h\u1ee3p \u0111\u1ed3ng b\u1ea3o hi\u1ec3m P&C \u0111\u00e3 t\u0103ng \u0111\u1ec1u \u0111\u1eb7n trong v\u00e0i n\u0103m qua.\nTuy nhi\u00ean, v\u00e0o th\u00e1ng 6\/2020, c\u00e1c nh\u00e0 nghi\u00ean c\u1ee9u t\u1ea1i J.D. Power \u0111\u00e3 nh\u1eadn th\u1ea5y c\u00e1c k\u00eanh d\u1ecbch v\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 v\u01b0\u01a1n l\u00ean h\u00e0ng \u0111\u1ea7u trong s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng, \u0111\u00e1nh b\u1ea1i c\u00e1c ph\u01b0\u01a1ng th\u1ee9c li\u00ean h\u1ec7 kh\u00e1c v\u1edbi c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m.\nKh\u00e1ch h\u00e0ng b\u00e2y gi\u1edd n\u00f3i r\u1eb1ng h\u1ecd mu\u1ed1n li\u00ean l\u1ea1c v\u1edbi c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m tr\u1ef1c tuy\u1ebfn thay v\u00ec qua \u0111i\u1ec7n tho\u1ea1i ho\u1eb7c g\u1eb7p tr\u1ef1c ti\u1ebfp v\u1edbi m\u1ed9t \u0111\u1ea1i l\u00fd. <\/p>\n\n

S\u1ef1 \u01b0a th\u00edch ng\u00e0y c\u00e0ng t\u0103ng \u0111\u1ed1i v\u1edbi truy\u1ec1n th\u00f4ng k\u1ef9 thu\u1eadt s\u1ed1 “c\u00f3 \u00fd ngh\u0129a r\u1ea5t l\u1edbn \u0111\u1ed1i v\u1edbi ng\u00e0nh c\u00f4ng nghi\u1ec7p v\u00ec n\u00f3 t\u1eadp trung tr\u1ef1c ti\u1ebfp v\u00e0o \u0111\u1ea7u t\u01b0 k\u1ef9 thu\u1eadt s\u1ed1” cho c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m \u0111ang t\u00ecm c\u00e1ch m\u1edf r\u1ed9ng kinh doanh v\u00e0 c\u1ea3i thi\u1ec7n giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng, Robert Lajdziak<\/a>, c\u1ed1 v\u1ea5n cao c\u1ea5p v\u1ec1 t\u00ecnh b\u00e1o b\u1ea3o hi\u1ec3m t\u1ea1i J.D. Power cho bi\u1ebft.<\/p>\n\n

Tuy nhi\u00ean, chuy\u1ec3n sang m\u00f4i tr\u01b0\u1eddng k\u1ef9 thu\u1eadt s\u1ed1 \u0111\u00f2i h\u1ecfi nhi\u1ec1u h\u01a1n l\u00e0 ch\u1ec9 \u0111\u01a1n gi\u1ea3n l\u00e0 t\u00e1i t\u1ea1o qu\u00e1 tr\u00ecnh t\u01b0\u01a1ng t\u1ef1 \u1edf d\u1ea1ng k\u1ef9 thu\u1eadt s\u1ed1.\n“H\u00ecnh th\u1ee9c t\u01b0\u01a1ng t\u1ef1 tr\u00ean m\u00e0n h\u00ecnh kh\u00f4ng t\u1eadn d\u1ee5ng m\u00f4i tr\u01b0\u1eddng k\u1ef9 thu\u1eadt s\u1ed1 c\u1ee7a n\u00f3, n\u01a1i v\u0103n b\u1ea3n th\u00f4ng minh, t\u1ef1 \u0111\u1ed9ng \u0111i\u1ec1n, ch\u1eef k\u00fd \u0111i\u1ec7n t\u1eed, th\u1eadm ch\u00ed kh\u1ea3 n\u0103ng tr\u00f2 chuy\u1ec7n v\u1edbi \u0111\u1ea1i di\u1ec7n \u0111\u1ec1u c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng l\u00e0m cho n\u00f3 tr\u1edf th\u00e0nh m\u1ed9t quy tr\u00ecnh nhanh h\u01a1n, \u0111\u01a1n gi\u1ea3n h\u01a1n cho kh\u00e1ch h\u00e0ng”, Lajdziak n\u00f3i. <\/p>\n\n

Thay v\u00e0o \u0111\u00f3, c\u00e1c ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp c\u1eadn t\u01b0\u01a1ng t\u1ef1 sang k\u1ef9 thu\u1eadt s\u1ed1, nh\u01b0 qu\u00e9t bi\u1ec3u m\u1eabu gi\u1ea5y \u0111\u1ec3 kh\u00e1ch h\u00e0ng in, \u0111i\u1ec1n v\u00e0 qu\u00e9t l\u1ea1i, c\u00f3 xu h\u01b0\u1edbng g\u00e2y ra nhi\u1ec1u v\u1ea5n \u0111\u1ec1 h\u01a1n cho kh\u00e1ch h\u00e0ng.<\/p>\n\n

\u0110\u1ed1i v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng v\u1eabn th\u00edch giao ti\u1ebfp qua \u0111i\u1ec7n tho\u1ea1i ho\u1eb7c tr\u1ef1c ti\u1ebfp ho\u1eb7c nh\u1eefng ng\u01b0\u1eddi c\u00f3 c\u00e2u h\u1ecfi kh\u00f4ng th\u1ec3 tr\u1ea3 l\u1eddi b\u1eb1ng giao di\u1ec7n k\u1ef9 thu\u1eadt s\u1ed1 ban \u0111\u1ea7u, c\u00e1c c\u00f4ng c\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 c\u00f3 th\u1ec3 h\u1ed3i sinh d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m v\u00e0 gi\u00fap x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh.\nV\u00ed d\u1ee5, c\u00e1c chatbot h\u1ed7 tr\u1ee3 AI v\u00e0 c\u00e1c c\u00f4ng c\u1ee5 ph\u00e2n t\u00edch gi\u1ecdng n\u00f3i c\u00f3 th\u1ec3 gi\u00fap \u0111\u1ea1i di\u1ec7n trung t\u00e2m cu\u1ed9c g\u1ecdi gi\u00fap kh\u00e1ch h\u00e0ng, Josh Ayres<\/a>, ng\u01b0\u1eddi \u0111\u1ee9ng \u0111\u1ea7u c\u00e1c c\u00f4ng ngh\u1ec7 m\u1edbi n\u1ed5i t\u1ea1i T\u00edch h\u1ee3p IP cho bi\u1ebft. <\/p>\n\n

T\u01b0\u01a1ng t\u1ef1, c\u00e1c c\u00f4ng c\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 c\u00f3 th\u1ec3 gi\u00fap c\u00e1c \u0111\u1ea1i l\u00fd b\u1ea3o hi\u1ec3m d\u1ec5 d\u00e0ng tr\u1ea3 l\u1eddi c\u00e1c c\u00e2u h\u1ecfi c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7.<\/p>\n\n

Gi\u1ea3i quy\u1ebft bi\u1ebfn kh\u00e1ch h\u00e0ng trong ph\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft<\/h3>\n\n

“Kh\u00e1ch h\u00e0ng \u0111ang tr\u1edf n\u00ean \u0111\u1ed9t ph\u00e1” nh\u01b0 c\u00f4ng ngh\u1ec7 khi n\u00f3i \u0111\u1ebfn chuy\u1ec3n \u0111\u1ed5i ng\u00e0nh b\u1ea3o hi\u1ec3m, David Rush<\/a> v\u00e0 c\u00e1c nh\u00e0 nghi\u00ean c\u1ee9u \u0111\u1ed3ng nghi\u1ec7p t\u1ea1i Deloitte vi\u1ebft trong m\u1ed9t b\u00e1o c\u00e1o n\u0103m 2020.\nV\u1ec1 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng, ph\u01b0\u01a1ng ph\u00e1p hi\u1ec7u qu\u1ea3 nh\u1ea5t \u0111\u1ec3 gi\u1eef ch\u00e2n ng\u01b0\u1eddi mua b\u1ea3o hi\u1ec3m c\u00f3 th\u1ec3 l\u00e0 l\u00e0m theo k\u1ef3 v\u1ecdng c\u1ee7a h\u1ecd b\u1eb1ng c\u00e1c gi\u1ea3i ph\u00e1p k\u1ef9 thu\u1eadt s\u1ed1, thay v\u00ec tri\u1ec3n khai c\u00f4ng ngh\u1ec7 v\u00ec l\u1ee3i \u00edch c\u1ee7a ch\u00ednh n\u00f3. <\/p>\n\n

Nhi\u1ec1u c\u00f4ng ty b\u1ea3o hi\u1ec3m \u0111\u00e3 suy ngh\u0129 v\u1ec1 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ea7u ti\u00ean khi th\u1ef1c hi\u1ec7n c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft ch\u00ednh th\u1ee9c v\u00e0 kh\u00f4ng ch\u00ednh th\u1ee9c.\nV\u00ed d\u1ee5, Rush v\u00e0 c\u00e1c nh\u00e0 nghi\u00ean c\u1ee9u c\u1ee7a Deloitte nh\u1eadn th\u1ea5y r\u1eb1ng 62% c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m tin r\u1eb1ng m\u1ed1i quan h\u1ec7 c\u1ee7a c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m v\u1edbi c\u00e1c \u0111\u1ed1i t\u00e1c trong h\u1ec7 sinh th\u00e1i kh\u00f4ng ph\u1ea3i l\u00e0 c\u00f4ng ty b\u1ea3o hi\u1ec3m \u0111\u00f3ng m\u1ed9t vai tr\u00f2 l\u1edbn trong quy\u1ebft \u0111\u1ecbnh l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.\nN\u0103m m\u01b0\u01a1i b\u1ea3y ph\u1ea7n tr\u0103m nh\u1ea5n m\u1ea1nh kh\u1ea3 n\u0103ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 n\u00f3i chuy\u1ec7n v\u1edbi nh\u00e2n vi\u00ean c\u00f3 kinh nghi\u1ec7m l\u00e0 ch\u00eca kh\u00f3a cho l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng; Ch\u1ec9 12% v\u1eabn ch\u1ea5p nh\u1eadn c\u00e1c ph\u1ea7n th\u01b0\u1edfng, \u0111\u1eb7c quy\u1ec1n ho\u1eb7c khuy\u1ebfn m\u00e3i th\u00f4ng th\u01b0\u1eddng nh\u01b0 nh\u1eefng ng\u01b0\u1eddi l\u00e1i xe trung th\u00e0nh. <\/p>\n\n

Kh\u00e1ch h\u00e0ng d\u01b0\u1eddng nh\u01b0 \u0111\u1ed3ng \u00fd v\u1edbi \u0111\u00e1nh gi\u00e1 c\u1ee7a c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m v\u1ec1 c\u00e1c v\u1ea5n \u0111\u1ec1 l\u00f2ng trung th\u00e0nh l\u1edbn nh\u1ea5t.\nTrong m\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a Verint Systems, 83% kh\u00e1ch h\u00e0ng cho bi\u1ebft tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng n\u1eb7ng n\u1ec1 trong quy\u1ebft \u0111\u1ecbnh trung th\u00e0nh c\u1ee7a h\u1ecd, trong khi 77% cho bi\u1ebft s\u1ef1 ti\u1ec7n l\u1ee3i r\u1ea5t quan tr\u1ecdng, di\u1ec5n gi\u1ea3 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng Shep Hyken<\/a> vi\u1ebft.\nB\u1ed1n m\u01b0\u01a1i t\u00e1m ph\u1ea7n tr\u0103m c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng trung th\u00e0nh v\u1edbi c\u00e1c c\u00f4ng ty s\u1eed d\u1ee5ng c\u00e1c k\u00eanh k\u1ef9 thu\u1eadt s\u1ed1 \u0111\u1ec3 ti\u1ebfp c\u1eadn v\u1edbi h\u1ecd. <\/p>\n\n

M\u1eb7c d\u00f9 45% c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m \u0111\u01b0\u1ee3c h\u1ecfi trong nghi\u00ean c\u1ee9u c\u1ee7a Deloitte coi kh\u00e1ch h\u00e0ng l\u00e0 th\u00e1ch th\u1ee9c l\u1edbn nh\u1ea5t c\u1ee7a h\u1ecd, nh\u01b0ng h\u1ecd d\u01b0\u1eddng nh\u01b0 c\u0169ng n\u1eafm l\u1ea5y \u0111\u1ed9ng l\u1ef1c t\u0103ng tr\u01b0\u1edfng m\u00e0 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng t\u1ea1o ra.\nB\u1eb1ng c\u00e1ch ph\u00e1t tri\u1ec3n \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng mu\u1ed1n, c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u00f3 th\u1ec3 ch\u1ecdn c\u00e1c c\u00f4ng c\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 c\u1ee7a h\u1ecd \u0111\u1ec3 \u0111\u00e1p \u1ee9ng c\u00e1c m\u1ee5c ti\u00eau kinh doanh ho\u1eb7c l\u00f2ng trung th\u00e0nh c\u1ee5 th\u1ec3. <\/p>\n\n

S\u1ed1 h\u00f3a \u0111\u00e3 t\u1ea1o ra m\u1ed9t s\u1ed1 c\u01a1 h\u1ed9i.\nV\u1edbi nh\u1eefng c\u01a1 h\u1ed9i \u0111\u00f3 \u0111\u00e3 \u0111\u1ebfn nh\u1eefng \u0111i\u1ec1u kh\u00f4ng ch\u1eafc ch\u1eafn.\nNh\u1eefng th\u1ef1c h\u00e0nh b\u1ea3o hi\u1ec3m \u0111\u00e3 \u0111\u01b0\u1ee3c th\u1eed nghi\u1ec7m v\u00e0 th\u1ef1c s\u1ef1 n\u00e0o n\u00ean t\u1ed3n t\u1ea1i, n\u00ean t\u1eeb b\u1ecf v\u00e0 c\u00f3 th\u1ec3 th\u00edch nghi v\u1edbi th\u1ebf gi\u1edbi k\u1ef9 thu\u1eadt s\u1ed1 m\u1ed9t c\u00e1ch c\u00f3 l\u1ee3i nhu\u1eadn? <\/p>\n\n

C\u00e1c ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft c\u00f3 m\u1ed9t l\u1ecbch s\u1eed l\u00e2u d\u00e0i trong b\u1ea3o hi\u1ec3m v\u00e0 trong c\u00e1c ng\u00e0nh c\u00f4ng nghi\u1ec7p kh\u00e1c.\nB\u1eb1ng c\u00e1ch \u0111\u01b0a h\u1ecd v\u00e0o th\u1ebf gi\u1edbi hi\u1ec7n \u0111\u1ea1i v\u1edbi c\u00e1c c\u00f4ng c\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 ph\u00f9 h\u1ee3p, c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u00f3 th\u1ec3 tr\u00ecnh b\u00e0y m\u1ed9t kh\u00e1i ni\u1ec7m quen thu\u1ed9c cho kh\u00e1ch h\u00e0ng theo c\u00e1ch c\u1eadp nh\u1eadt – t\u0103ng c\u01b0\u1eddng ni\u1ec1m tin c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng. <\/p>\n\n

H\u00ecnh \u1ea3nh b\u1edfi: rawpixel\/\u00a9123RF.com, racorn\/\u00a9123RF.com, Aleksandr Davydov\/\u00a9123RF.com<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

Khi n\u00f3i \u0111\u1ebfn b\u1ea3o hi\u1ec3m, m\u1ecdi th\u1ee9 \u0111\u1ec1u m\u1edf \u0111\u1ec3 \u0111\u1eb7t c\u00e2u h\u1ecfi. S\u1ed1 h\u00f3a, thay \u0111\u1ed5i r\u1ee7i ro v\u00e0 nhu c\u1ea7u ph\u00e1t tri\u1ec3n c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec1u c\u00f3 ngh\u0129a l\u00e0 c\u00e1c ho\u1ea1t \u0111\u1ed9ng b\u1ea3o hi\u1ec3m \u0111\u00e3 \u0111\u01b0\u1ee3c thi\u1ebft l\u1eadp c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c h\u01b0\u1edfng l\u1ee3i t\u1eeb vi\u1ec7c \u0111\u01b0\u1ee3c ki\u1ec3m tra theo nh\u1eefng c\u00e1ch m\u1edbi. C\u00e1c […]<\/p>\n","protected":false},"featured_media":8834,"template":"","insight-category":[],"class_list":["post-19926","insight","type-insight","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/insight\/19926","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\/8834"}],"wp:attachment":[{"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/media?parent=19926"}],"wp:term":[{"taxonomy":"insight-category","embeddable":true,"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/insight-category?post=19926"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}