{"id":20658,"date":"2024-09-27T11:06:59","date_gmt":"2024-09-27T16:06:59","guid":{"rendered":"https:\/\/bolttech.io\/insights\/goi-dong-agile-khach-hang-doanh-nghiep-mong-doi-gi-tu-bao-hiem-thuong-mai\/"},"modified":"2024-09-27T11:07:00","modified_gmt":"2024-09-27T16:07:00","slug":"goi-dong-agile-khach-hang-doanh-nghiep-mong-doi-gi-tu-bao-hiem-thuong-mai","status":"publish","type":"insight","link":"https:\/\/bolttech.io\/vi\/insights\/goi-dong-agile-khach-hang-doanh-nghiep-mong-doi-gi-tu-bao-hiem-thuong-mai\/","title":{"rendered":"G\u00f3i \u0111\u1ed9ng Agile: Kh\u00e1ch h\u00e0ng doanh nghi\u1ec7p mong \u0111\u1ee3i g\u00ec t\u1eeb b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i"},"content":{"rendered":"\n

\u01afu ti\u00ean k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u00e3 tr\u1edf n\u00ean ph\u1ed5 bi\u1ebfn trong c\u00e1c d\u00f2ng c\u00e1 nh\u00e2n, n\u01a1i nh\u1ea5n m\u1ea1nh v\u00e0o c\u00e1 nh\u00e2n h\u00f3a c\u1ed1 g\u1eafng \u0111\u00e1p \u1ee9ng nhu c\u1ea7u thay \u0111\u1ed5i c\u1ee7a kh\u00e1ch h\u00e0ng.\nK\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i c\u0169ng \u0111ang thay \u0111\u1ed5i v\u00e0 c\u00e1c h\u00e3ng v\u1eadn t\u1ea3i th\u01b0\u01a1ng m\u1ea1i c\u0169ng \u0111ang ph\u1ea3n \u1ee9ng theo nh\u1eefng c\u00e1ch t\u01b0\u01a1ng t\u1ef1. <\/p>\n\n

Gi\u1ed1ng nh\u01b0 kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m c\u00e1 nh\u00e2n, kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m doanh nghi\u1ec7p ng\u00e0y nay mong \u0111\u1ee3i s\u1ef1 c\u00e1 nh\u00e2n h\u00f3a v\u00e0 giao ti\u1ebfp hi\u1ec7u qu\u1ea3<\/a> v\u1edbi c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd.\nChuy\u1ec3n \u0111\u1ed5i k\u1ef9 thu\u1eadt s\u1ed1 th\u00fac \u0111\u1ea9y c\u1ea3 nh\u1eefng k\u1ef3 v\u1ecdng n\u00e0y v\u00e0 c\u01a1 h\u1ed9i s\u1eb5n c\u00f3 cho c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m \u0111\u1ec3 \u0111\u00e1p \u1ee9ng ch\u00fang. <\/p>\n\n

Cu\u1ed9c c\u00e1ch m\u1ea1ng k\u1ef9 thu\u1eadt s\u1ed1 trong b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i<\/h2>\n\n

“K\u1ef9 thu\u1eadt s\u1ed1 \u0111\u00e3 tr\u1edf n\u00ean r\u1ea5t quan tr\u1ecdng \u0111\u1ed1i v\u1edbi c\u00f4ng ty b\u1ea3o hi\u1ec3m hi\u1ec7n \u0111\u1ea1i b\u1eb1ng c\u00e1ch cung c\u1ea5p hai \u0111\u1eb7c \u0111i\u1ec3m thi\u1ebft y\u1ebfu m\u00e0 ng\u01b0\u1eddi ti\u00eau d\u00f9ng t\u00ecm ki\u1ebfm t\u1eeb c\u00e1c h\u00e3ng v\u1eadn t\u1ea3i: d\u1ec5 d\u00e0ng v\u00e0 kh\u1ea3 n\u0103ng ti\u1ebfp c\u1eadn”, Tom Super<\/a>, ph\u00f3 ch\u1ee7 t\u1ecbch t\u00ecnh b\u00e1o b\u1ea3o hi\u1ec3m t\u00e0i s\u1ea3n v\u00e0 th\u01b0\u01a1ng vong t\u1ea1i J.D. Power cho bi\u1ebft.<\/p>\n\n

Kh\u00e1ch h\u00e0ng mong mu\u1ed1n vi\u1ec7c mua b\u1ea3o hi\u1ec3m \u0111\u01a1n gi\u1ea3n v\u00e0 thu\u1eadn ti\u1ec7n nh\u01b0 mua h\u00e0ng h\u00f3a b\u00e1n l\u1ebb ho\u1eb7c ph\u00e1t tr\u1ef1c tuy\u1ebfn ch\u01b0\u01a1ng tr\u00ecnh y\u00eau th\u00edch c\u1ee7a h\u1ecd.\nH\u1ecd c\u0169ng mu\u1ed1n truy c\u1eadp th\u00f4ng tin, v\u00ec v\u1eady h\u1ecd c\u00f3 th\u1ec3 hi\u1ec3u ph\u1ea1m vi b\u1ea3o hi\u1ec3m c\u1ee7a ch\u00ednh h\u1ecd.\nH\u1ecd c\u0169ng mu\u1ed1n b\u1ea3o hi\u1ec3m m\u00e0 h\u1ecd c\u00f3 th\u1ec3 k\u00edch ho\u1ea1t khi h\u1ecd c\u1ea7n v\u00e0 h\u1ee7y k\u00edch ho\u1ea1t khi h\u1ecd kh\u00f4ng, Michelle Canaan v\u00e0 Kelly Cusick<\/a> vi\u1ebft t\u1ea1i Deloitte. <\/p>\n\n

\u0110\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c s\u1ef1 nhanh nh\u1eb9n, h\u00e3y t\u1eadp trung v\u00e0o t\u00ednh di \u0111\u1ed9ng<\/h3>\n\n

Kh\u00e1ch h\u00e0ng doanh nghi\u1ec7p \u0111\u00e3 quen v\u1edbi vi\u1ec7c t\u01b0\u01a1ng t\u00e1c tr\u1ef1c tuy\u1ebfn v\u1edbi c\u00e1c doanh nghi\u1ec7p kh\u00e1c, n\u01a1i c\u00e1c \u1ee9ng d\u1ee5ng v\u00e0 trang web d\u00e0nh cho thi\u1ebft b\u1ecb di \u0111\u1ed9ng truy\u1ec1n \u0111\u1ea1t c\u00e1c y\u1ebfu t\u1ed1 ch\u00ednh c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u v\u00e0 th\u00f4ng tin v\u1ec1 s\u1ea3n ph\u1ea9m v\u00e0 khi\u1ebfu n\u1ea1i.\nKh\u00e1ch h\u00e0ng c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng b\u00e1o c\u00e1o s\u1ef1 h\u00e0i l\u00f2ng cao h\u01a1n v\u1edbi c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd khi h\u1ecd c\u00f3 th\u1ec3 x\u1eed l\u00fd ho\u1ea1t \u0111\u1ed9ng kinh doanh b\u1ea3o hi\u1ec3m th\u00f4ng qua \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng, theo m\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a J.D. Power. <\/p>\n\n

C\u00e1c \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng v\u00e0 c\u00e1c c\u00f4ng c\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 kh\u00e1c c\u0169ng gi\u00fap kh\u00e1ch h\u00e0ng chuy\u1ec3n \u0111\u1ed5i h\u00e3ng b\u1ea3o hi\u1ec3m d\u1ec5 d\u00e0ng h\u01a1n khi h\u1ecd th\u1ea5y m\u00ecnh kh\u00f4ng h\u00e0i l\u00f2ng v\u1edbi ph\u1ea1m vi b\u1ea3o hi\u1ec3m ho\u1eb7c d\u1ecbch v\u1ee5 hi\u1ec7n t\u1ea1i c\u1ee7a h\u1ecd.\nM\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a Accenture<\/a> b\u00e1o c\u00e1o r\u1eb1ng “n\u1ec1n kinh t\u1ebf chuy\u1ec3n \u0111\u1ed5i” n\u00e0y c\u00f3 “t\u1edbi 470 t\u1ef7 \u0111\u00f4 la trong cu\u1ed9c s\u1ed1ng c\u00e1 nh\u00e2n v\u00e0 ph\u00ed b\u1ea3o hi\u1ec3m P&C… v\u00e0o n\u0103m 2014”.\nNghi\u00ean c\u1ee9u c\u0169ng cho th\u1ea5y h\u01a1n m\u1ed9t n\u1eeda s\u1ed1 kh\u00e1ch h\u00e0ng P&C mua m\u1ed9t ho\u1eb7c nhi\u1ec1u lo\u1ea1i b\u1ea3o hi\u1ec3m tr\u1ef1c tuy\u1ebfn h\u00e0ng n\u0103m.\n\u1ede c\u00e1c th\u1ecb tr\u01b0\u1eddng m\u1edbi n\u1ed5i, con s\u1ed1 n\u00e0y th\u1eadm ch\u00ed c\u00f2n cao h\u01a1n. <\/p>\n\n

\u0110\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u, c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m ph\u1ea3i to\u00e0n t\u00e2m to\u00e0n \u00fd n\u1eafm b\u1eaft k\u1ef9 thu\u1eadt s\u1ed1.\n“C\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m h\u00e0ng \u0111\u1ea7u nh\u1eadn ra s\u1ef1 c\u1ea7n thi\u1ebft ph\u1ea3i cung c\u1ea5p m\u1ed9t lo\u1ea1t c\u00e1c s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 s\u00e1ng t\u1ea1o v\u00e0 t\u1ea1o ra tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00e1c bi\u1ec7t, \u0111i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 s\u1ebd y\u00eau c\u1ea7u h\u1ee3p t\u00e1c v\u1edbi nh\u1eefng ng\u01b0\u1eddi ch\u01a1i phi truy\u1ec1n th\u1ed1ng”, Jean-Fran\u00e7ois Gasc<\/a>, gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh b\u1ea3o hi\u1ec3m c\u1ee7a Accenture cho bi\u1ebft. <\/p>\n\n

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

C\u01a1 h\u1ed9i k\u1ef9 thu\u1eadt s\u1ed1 v\u00e0 t\u01b0\u01a1ng lai c\u1ee7a ph\u1ea1m vi b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i<\/h2>\n\n

M\u1ecdi th\u1ee9 ch\u1eafc ch\u1eafn \u0111\u00e3 thay \u0111\u1ed5i.<\/p>\n\n

“Khi cha t\u00f4i c\u1ea7n b\u1ea3o hi\u1ec3m nh\u00e0, \u00f4 t\u00f4 ho\u1eb7c b\u1ea3o hi\u1ec3m nh\u00e2n th\u1ecd, \u00f4ng \u0111\u00e3 mua nh\u1eefng s\u1ea3n ph\u1ea9m \u0111\u00f3 t\u1eeb m\u1ed9t \u0111\u1ea1i l\u00fd t\u00ean l\u00e0 Bill, ng\u01b0\u1eddi m\u00e0 \u00f4ng bi\u1ebft g\u1ea7n nh\u01b0 c\u1ea3 \u0111\u1eddi v\u00e0 th\u01b0\u1eddng xuy\u00ean g\u1eb7p”, Jim Fowler<\/a>, gi\u00e1m \u0111\u1ed1c c\u00f4ng ngh\u1ec7 t\u1ea1i Nationwide Insurance cho bi\u1ebft.\nMua b\u1ea3o hi\u1ec3m h\u00f4m nay v\u00e0 trong t\u01b0\u01a1ng lai tr\u00f4ng r\u1ea5t kh\u00e1c nhau. <\/p>\n\n

Gi\u00e1o d\u1ee5c kh\u00e1ch h\u00e0ng th\u01b0\u01a1ng m\u1ea1i b\u1eb1ng k\u1ef9 thu\u1eadt s\u1ed1<\/h3>\n\n

M\u1eb7c d\u00f9 c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i s\u1eb5n s\u00e0ng ph\u1ee5c v\u1ee5 c\u00e0ng nhi\u1ec1u kh\u00e1ch h\u00e0ng c\u00e0ng t\u1ed1t, nh\u01b0ng kh\u00f4ng ph\u1ea3i t\u1ea5t c\u1ea3 c\u00e1c doanh nghi\u1ec7p \u0111\u1ec1u mua b\u1ea3o hi\u1ec3m m\u00e0 h\u1ecd c\u1ea7n.<\/p>\n\n

M\u1ed9t nghi\u00ean c\u1ee9u n\u0103m 2018 c\u1ee7a Next Insurance<\/a> cho th\u1ea5y 44% doanh nghi\u1ec7p nh\u1ecf \u0111\u00e3 ho\u1ea1t \u0111\u1ed9ng \u00edt nh\u1ea5t m\u1ed9t n\u0103m ch\u01b0a bao gi\u1edd c\u00f3 b\u1ea3o hi\u1ec3m.\nNhi\u1ec1u ng\u01b0\u1eddi \u0111\u00e3 kh\u00f4ng mua b\u1ea3o hi\u1ec3m v\u00ec h\u1ecd tin r\u1eb1ng n\u00f3 s\u1ebd qu\u00e1 t\u1ed1n k\u00e9m. <\/p>\n\n

Ngay c\u1ea3 c\u00e1c doanh nghi\u1ec7p c\u00f3 m\u1ed9t s\u1ed1 b\u1ea3o hi\u1ec3m c\u00f3 th\u1ec3 kh\u00f4ng c\u00f3 \u0111\u00fang lo\u1ea1i ho\u1eb7c s\u1ed1 ti\u1ec1n.\nV\u00ed d\u1ee5, m\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a QBE Insurance<\/a> v\u00e0o th\u00e1ng 10 n\u0103m 2019 v\u1ec1 c\u00e1c doanh nghi\u1ec7p \u00dac cho th\u1ea5y 62% ch\u1ee7 doanh nghi\u1ec7p v\u1eeba v\u00e0 nh\u1ecf tin r\u1eb1ng ph\u1ea1m vi b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd kh\u00f4ng \u0111\u1ea7y \u0111\u1ee7.\nT\u00e1m m\u01b0\u01a1i b\u1ea3y ph\u1ea7n tr\u0103m s\u1ed1 ng\u01b0\u1eddi \u0111\u01b0\u1ee3c h\u1ecfi n\u00f3i r\u1eb1ng ngay c\u1ea3 m\u1ed9t y\u00eau c\u1ea7u b\u1ed3i th\u01b0\u1eddng tr\u00e1ch nhi\u1ec7m kinh doanh c\u0169ng c\u00f3 th\u1ec3 bu\u1ed9c doanh nghi\u1ec7p c\u1ee7a h\u1ecd ph\u1ea3i \u0111\u00f3ng c\u1eeda. <\/p>\n\n

C\u00e1c c\u00f4ng c\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 gi\u00fap gi\u00e1o d\u1ee5c ch\u1ee7 doanh nghi\u1ec7p d\u1ec5 d\u00e0ng h\u01a1n v\u1ec1 nhu c\u1ea7u b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd, c\u00e1c chi ph\u00ed li\u00ean quan v\u00e0 nh\u1eefng g\u00ec mong \u0111\u1ee3i t\u1eeb b\u1ea3o hi\u1ec3m.\nKh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m quan t\u00e2m \u0111\u1ebfn vi\u1ec7c t\u00ecm hi\u1ec3u b\u1ea3o hi\u1ec3m cho ch\u00ednh h\u1ecd, khi\u1ebfn h\u1ecd tr\u1edf th\u00e0nh \u0111\u1ed1i t\u01b0\u1ee3ng d\u1ec5 ti\u1ebfp thu th\u00f4ng tin n\u00e0y. <\/p>\n\n

Cung c\u1ea5p gi\u00e1o d\u1ee5c v\u1ec1 t\u00ednh s\u1eb5n c\u00f3 c\u1ee7a b\u1ea3o hi\u1ec3m v\u00e0 gi\u00e1 c\u1ea3 cho kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng c\u00f3 th\u1ec3 y\u00eau c\u1ea7u c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m suy ngh\u0129 l\u1ea1i v\u1ec1 \u0111\u1ec1 xu\u1ea5t gi\u00e1 tr\u1ecb c\u1ee7a ch\u00ednh h\u1ecd.\n“\u0110\u1eebng ngh\u0129 v\u1ec1 m\u1ed9t s\u1ea3n ph\u1ea9m b\u1ea3o hi\u1ec3m nh\u01b0 m\u1ed9t m\u1eb7t h\u00e0ng \u0111\u01b0\u1ee3c mua ch\u1ec9 \u0111\u01a1n gi\u1ea3n b\u1eb1ng gi\u00e1; n\u00f3 ph\u1ea3i l\u00e0 m\u1ed9t gi\u1ea3i ph\u00e1p d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c mua d\u1ef1a tr\u00ean gi\u00e1 tr\u1ecb nh\u1eadn th\u1ee9c \u0111\u1ec3 gi\u1ea3m r\u1ee7i ro v\u00e0 qu\u1ea3n l\u00fd t\u1ed5n th\u1ea5t”, Simon Burtwell<\/a>, l\u00e3nh \u0111\u1ea1o t\u01b0 v\u1ea5n b\u1ea3o hi\u1ec3m V\u01b0\u01a1ng qu\u1ed1c Anh t\u1ea1i EY cho bi\u1ebft. <\/p>\n\n

S\u1eed d\u1ee5ng c\u00e1c k\u00eanh k\u1ef9 thu\u1eadt s\u1ed1 \u0111\u1ec3 t\u0103ng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng doanh nghi\u1ec7p<\/h3>\n\n

Gi\u00e1o d\u1ee5c v\u00e0 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng doanh nghi\u1ec7p nh\u1ecf \u0111\u01b0\u1ee3c \u0111\u1ec1n \u0111\u00e1p b\u1eb1ng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.\nNghi\u00ean c\u1ee9u B\u1ea3o hi\u1ec3m Th\u01b0\u01a1ng m\u1ea1i Nh\u1ecf J.D. Power 2019<\/a> \u0111\u00e3 ghi nh\u1eadn \u0111i\u1ec3m s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng cao k\u1ef7 l\u1ee5c \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m doanh nghi\u1ec7p nh\u1ecf: 844 tr\u00ean thang \u0111i\u1ec3m 1.000, m\u1ed9t ph\u1ea7n d\u1ef1a tr\u00ean tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng khi s\u1eed d\u1ee5ng c\u00e1c trang web v\u00e0 \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng \u0111\u1ec3 li\u00ean l\u1ea1c v\u1edbi c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd. <\/p>\n\n

B\u1ea5t ch\u1ea5p s\u1ef1 nhi\u1ec7t t\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi tr\u1ea3i nghi\u1ec7m b\u1ea3o hi\u1ec3m k\u1ef9 thu\u1eadt s\u1ed1, nhi\u1ec1u c\u00f4ng ty b\u1ea3o hi\u1ec3m \u0111\u00e3 ch\u1eadm tri\u1ec3n khai c\u00e1c c\u00f4ng c\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 trong c\u00e1c d\u00f2ng th\u01b0\u01a1ng m\u1ea1i h\u01a1n l\u00e0 trong c\u00e1c d\u00f2ng c\u00e1 nh\u00e2n.\nVi\u1ec7c tri\u1ec3n khai \u0111\u00e3 b\u1ecb t\u1ee5t h\u1eadu c\u1ea3 trong c\u00e1c c\u00f4ng c\u1ee5 m\u00e0 kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng, nh\u01b0 \u1ee9ng d\u1ee5ng d\u00e0nh cho thi\u1ebft b\u1ecb di \u0111\u1ed9ng v\u00e0 trong c\u00e1c c\u00f4ng c\u1ee5 n\u1ed9i b\u1ed9 nh\u01b0 quy tr\u00ecnh l\u00e0m vi\u1ec7c t\u1ef1 \u0111\u1ed9ng.\nTuy nhi\u00ean, \u0111i\u1ec1u quan tr\u1ecdng \u0111\u1ed1i v\u1edbi c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m l\u00e0 s\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 cho ph\u00e9p h\u1ecd \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng, Sonya Penkova<\/a>, gi\u00e1m \u0111\u1ed1c th\u1ecb tr\u01b0\u1eddng c\u1ea5p cao v\u1ec1 b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i t\u1ea1i LexisNexis vi\u1ebft. <\/p>\n\n

“C\u00e1c k\u00eanh k\u1ef9 thu\u1eadt s\u1ed1 hi\u1ec7n c\u00f3 \u1ea3nh h\u01b0\u1edfng h\u01a1n bao gi\u1edd h\u1ebft trong vi\u1ec7c \u0111\u1ecbnh h\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u01b0\u01a1ng m\u1ea1i”, David Pieffer<\/a>, tr\u01b0\u1edfng nh\u00f3m th\u1ef1c h\u00e0nh t\u1ea1i th\u1ef1c h\u00e0nh b\u1ea3o hi\u1ec3m t\u00e0i s\u1ea3n v\u00e0 th\u01b0\u01a1ng vong c\u1ee7a J.D. Power cho bi\u1ebft.\nC\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m lu\u00f4n \u0111i \u0111\u1ea7u trong nh\u1eefng thay \u0111\u1ed5i c\u00f4ng ngh\u1ec7 \u0111\u1ecbnh v\u1ecb b\u1ea3n th\u00e2n \u0111\u1ec3 cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi nh\u1ea5t qu\u00e1n. <\/p>\n\n

Ti\u1ebfp c\u1eadn t\u1ed1t h\u01a1n, b\u1ea3o l\u00e3nh ph\u00e1t h\u00e0nh t\u1ed1t h\u01a1n<\/h3>\n\n

C\u00e1c c\u00f4ng c\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 kh\u00f4ng ch\u1ec9 c\u1ea3i thi\u1ec7n giao ti\u1ebfp, tuy\u1ec3n d\u1ee5ng v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.\nH\u1ecd c\u0169ng c\u1ea3i thi\u1ec7n c\u00f4ng vi\u1ec7c c\u1ee7a c\u00f4ng ty b\u1ea3o hi\u1ec3m n\u1ed9i b\u1ed9. <\/p>\n\n

N\u1eafm b\u1eaft c\u00e1ch ti\u1ebfp c\u1eadn \u01b0u ti\u00ean k\u1ef9 thu\u1eadt s\u1ed1 cho ph\u00e9p c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m h\u1ee3p l\u00fd h\u00f3a v\u00e0 trau d\u1ed3i c\u00e1c quy tr\u00ecnh b\u1ea3o l\u00e3nh ph\u00e1t h\u00e0nh c\u1ee7a h\u1ecd.\n“\u0110i\u1ec1u n\u00e0y s\u1ebd l\u00e0m cho c\u00e1c nh\u00e0 b\u1ea3o l\u00e3nh ph\u00e1t h\u00e0nh hi\u1ec7u qu\u1ea3 h\u01a1n, cho ph\u00e9p h\u1ecd s\u1eed d\u1ee5ng n\u1ec1n t\u1ea3ng ph\u00e2n t\u00edch d\u1eef li\u1ec7u d\u1ef1a tr\u00ean \u0111\u00e1m m\u00e2y k\u1ef9 thu\u1eadt s\u1ed1 \u0111\u1ec3 m\u1edf r\u1ed9ng sang c\u00e1c th\u1ecb tr\u01b0\u1eddng m\u1edbi v\u00e0 t\u0103ng s\u1ed1 l\u01b0\u1ee3ng h\u1ee3p \u0111\u1ed3ng \u0111\u01b0\u1ee3c b\u00e1n trong khi v\u1eabn duy tr\u00ec l\u1ee3i nhu\u1eadn”, Jake Sloan<\/a>, chuy\u00ean gia ng\u00e0nh b\u1ea3o hi\u1ec3m to\u00e0n c\u1ea7u t\u1ea1i Appian cho bi\u1ebft. <\/p>\n\n

B\u1ea3o l\u00e3nh ph\u00e1t h\u00e0nh hi\u1ec7u qu\u1ea3 h\u01a1n cho ph\u00e9p c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m cung c\u1ea5p b\u00e1o gi\u00e1 ch\u00ednh x\u00e1c h\u01a1n ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u kinh doanh c\u1ee5 th\u1ec3 c\u1ee7a t\u1eebng kh\u00e1ch h\u00e0ng.\nM\u1ed9t ch\u00ednh s\u00e1ch \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a thu h\u00fat nh\u1eefng kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m v\u00e0 c\u00e1c doanh nghi\u1ec7p kh\u00e1c bi\u1ebft v\u00e0 l\u00e0m vi\u1ec7c v\u1edbi nhu c\u1ea7u kinh doanh c\u00e1 nh\u00e2n c\u1ee7a h\u1ecd. <\/p>\n\n

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

\u0110\u00e1p \u1ee9ng nhu c\u1ea7u b\u1ea3o hi\u1ec3m c\u1ee7a kh\u00e1ch h\u00e0ng th\u01b0\u01a1ng m\u1ea1i<\/h2>\n\n

Chuy\u1ec3n \u0111\u1ed5i k\u1ef9 thu\u1eadt s\u1ed1 \u0111\u00e3 thay \u0111\u1ed5i s\u1ef1 hi\u1ec3u bi\u1ebft c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 \u00fd ngh\u0129a c\u1ee7a vi\u1ec7c mua nh\u1eefng th\u1ee9 m\u00e0 doanh nghi\u1ec7p c\u1ee7a h\u1ecd c\u1ea7n.\nKh\u00e1ch h\u00e0ng mang s\u1ef1 hi\u1ec3u bi\u1ebft n\u00e0y v\u00e0o m\u1ed1i quan h\u1ec7 b\u1ea3o hi\u1ec3m v\u00e0 tr\u1edf n\u00ean th\u1ea5t v\u1ecdng n\u1ebfu k\u1ef3 v\u1ecdng c\u1ee7a h\u1ecd kh\u00f4ng \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng. <\/p>\n\n

\u0110\u1ec3 n\u1eafm b\u1eaft chuy\u1ec3n \u0111\u1ed5i k\u1ef9 thu\u1eadt s\u1ed1 c\u00f9ng v\u1edbi kh\u00e1ch h\u00e0ng, m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng r\u00f5 r\u00e0ng, t\u1eadp trung l\u00e0 \u0111i\u1ec1u b\u1eaft bu\u1ed9c, John Aves<\/a>, gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh t\u1ea1i CP2 Experience cho bi\u1ebft.<\/p>\n\n

“C\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o ch\u1ee9c n\u0103ng v\u00e0 b\u1ed9 ph\u1eadn s\u1ebd c\u1ea7n ph\u1ea3i b\u01b0\u1edbc ra kh\u1ecfi silo c\u1ee7a h\u1ecd v\u00e0 c\u00f3 c\u00e1i nh\u00ecn v\u1ec1 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 th\u1ebf gi\u1edbi v\u00e0 suy ngh\u0129 v\u1ec1 nh\u1eefng t\u00e1c \u0111\u1ed9ng kinh doanh ch\u00e9o”, Aves vi\u1ebft.\nKhi c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i coi tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 tr\u00e1ch nhi\u1ec7m chung, h\u1ecd c\u00f3 th\u1ec3 x\u00e2y d\u1ef1ng m\u1ed9t h\u00e0nh tr\u00ecnh g\u1eafn k\u1ebft, r\u00f5 r\u00e0ng cho kh\u00e1ch h\u00e0ng doanh nghi\u1ec7p. <\/p>\n\n

C\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u0169ng c\u00f3 kh\u1ea3 n\u0103ng \u0111\u01b0\u1ee3c h\u01b0\u1edfng l\u1ee3i t\u1eeb vi\u1ec7c xem x\u00e9t nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng doanh nghi\u1ec7p m\u1ed9t c\u00e1ch chi ti\u1ebft h\u01a1n.\nTrong khi ng\u00e0nh b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i t\u1eeb l\u00e2u \u0111\u00e3 ph\u00e2n bi\u1ec7t gi\u1eefa c\u00e1c doanh nghi\u1ec7p nh\u1ecf, trung b\u00ecnh v\u00e0 l\u1edbn, c\u00e1c c\u00f4ng c\u1ee5 ph\u00e2n t\u00edch d\u1eef li\u1ec7u cho ph\u00e9p ph\u00e2n bi\u1ec7t v\u00e0 \u00e1p d\u1ee5ng hi\u1ec7u qu\u1ea3 h\u01a1n, th\u00fac \u0111\u1ea9y s\u1ef1 tham gia, l\u00f2ng trung th\u00e0nh v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. <\/p>\n\n

V\u00ed d\u1ee5: trong khi kh\u00e1ch h\u00e0ng doanh nghi\u1ec7p nh\u1ecf d\u01b0\u1eddng nh\u01b0 r\u1ea5t h\u00e0i l\u00f2ng v\u1edbi tr\u1ea3i nghi\u1ec7m b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd, c\u00e1c c\u00f4ng ty l\u1edbn c\u00f3 b\u1ea3o hi\u1ec3m \u00f4 t\u00f4 th\u01b0\u01a1ng m\u1ea1i cho \u0111\u1ed9i xe b\u00e1o c\u00e1o \u00edt h\u00e0i l\u00f2ng h\u01a1n.\n\u0110\u1eb7c bi\u1ec7t, nh\u1eefng kh\u00e1ch h\u00e0ng \u0111\u00e3 l\u00e0m vi\u1ec7c v\u1edbi nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 c\u1ee7a h\u1ecd trong m\u1ed9t th\u1eddi gian d\u00e0i b\u1eaft \u0111\u1ea7u mong \u0111\u1ee3i l\u00f2ng trung th\u00e0nh c\u1ee7a h\u1ecd s\u1ebd \u0111\u01b0\u1ee3c \u0111\u1ec1n \u0111\u00e1p b\u1eb1ng d\u1ecbch v\u1ee5 tuy\u1ec7t v\u1eddi, Nadia Davis<\/a>, gi\u00e1m \u0111\u1ed1c ti\u1ebfp th\u1ecb t\u1ea1i LexisNexis cho bi\u1ebft. <\/p>\n\n

“C\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m ph\u1ea3i t\u00ecm ki\u1ebfm nh\u1eefng c\u00e1ch th\u1ee9c m\u1edbi \u0111\u1ec3 cung c\u1ea5p cho kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau c\u1ee7a h\u1ecd nh\u1eefng c\u00f4ng c\u1ee5 UX [user experience] t\u1ed1t nh\u1ea5t c\u00f3 th\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c nhu c\u1ea7u s\u1ea3n ph\u1ea9m ph\u1ee9c t\u1ea1p c\u1ee7a kh\u00e1ch h\u00e0ng”, c\u00f4 vi\u1ebft.<\/p>\n\n

Kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m trong c\u1ea3 hai l\u0129nh v\u1ef1c c\u00e1 nh\u00e2n v\u00e0 th\u01b0\u01a1ng m\u1ea1i mong \u0111\u1ee3i c\u00e1c ch\u00ednh s\u00e1ch ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u c\u1ee7a h\u1ecd, c\u0169ng nh\u01b0 b\u1ea3o hi\u1ec3m d\u1ec5 d\u00e0ng \u0111\u1eb7t, lo\u1ea1i b\u1ecf ho\u1eb7c truy c\u1eadp b\u1ea5t c\u1ee9 l\u00fac n\u00e0o, t\u1eeb b\u1ea5t k\u1ef3 v\u1ecb tr\u00ed n\u00e0o.\nL\u1ef1a ch\u1ecdn c\u00e1c c\u00f4ng c\u1ee5 v\u00e0 n\u1ec1n t\u1ea3ng k\u1ef9 thu\u1eadt s\u1ed1 ph\u00f9 h\u1ee3p c\u00f3 th\u1ec3 gi\u00fap c\u00e1c nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 th\u01b0\u01a1ng m\u1ea1i \u0111\u00e1p \u1ee9ng nh\u1eefng nhu c\u1ea7u n\u00e0y, thu h\u00fat v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng doanh nghi\u1ec7p trung th\u00e0nh. <\/p>\n\n

\u1ea2nh: Dinis Tolipov\/\u00a9123RF.com, Dmitry Kalinovsky\/\u00a9123RF.com, Cathy Yeulet\/\u00a9123RF.com<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

\u01afu ti\u00ean k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u00e3 tr\u1edf n\u00ean ph\u1ed5 bi\u1ebfn trong c\u00e1c d\u00f2ng c\u00e1 nh\u00e2n, n\u01a1i nh\u1ea5n m\u1ea1nh v\u00e0o c\u00e1 nh\u00e2n h\u00f3a c\u1ed1 g\u1eafng \u0111\u00e1p \u1ee9ng nhu c\u1ea7u thay \u0111\u1ed5i c\u1ee7a kh\u00e1ch h\u00e0ng. K\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i c\u0169ng \u0111ang thay \u0111\u1ed5i v\u00e0 c\u00e1c h\u00e3ng v\u1eadn t\u1ea3i th\u01b0\u01a1ng m\u1ea1i […]<\/p>\n","protected":false},"featured_media":8129,"template":"","insight-category":[],"class_list":["post-20658","insight","type-insight","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/insight\/20658","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\/8129"}],"wp:attachment":[{"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/media?parent=20658"}],"wp:term":[{"taxonomy":"insight-category","embeddable":true,"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/insight-category?post=20658"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}