{"id":20792,"date":"2024-09-27T11:47:08","date_gmt":"2024-09-27T16:47:08","guid":{"rendered":"https:\/\/bolttech.io\/insights\/lam-the-nao-cac-nen-tang-bao-hiem-thuong-mai-co-the-tao-ra-trai-nghiem-ky-thuat-so-ma-khach-hang-muon\/"},"modified":"2024-09-27T11:47:11","modified_gmt":"2024-09-27T16:47:11","slug":"lam-the-nao-cac-nen-tang-bao-hiem-thuong-mai-co-the-tao-ra-trai-nghiem-ky-thuat-so-ma-khach-hang-muon","status":"publish","type":"insight","link":"https:\/\/bolttech.io\/vi\/insights\/lam-the-nao-cac-nen-tang-bao-hiem-thuong-mai-co-the-tao-ra-trai-nghiem-ky-thuat-so-ma-khach-hang-muon\/","title":{"rendered":"L\u00e0m th\u1ebf n\u00e0o c\u00e1c n\u1ec1n t\u1ea3ng b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i c\u00f3 th\u1ec3 t\u1ea1o ra tr\u1ea3i nghi\u1ec7m k\u1ef9 thu\u1eadt s\u1ed1 m\u00e0 kh\u00e1ch h\u00e0ng mu\u1ed1n"},"content":{"rendered":"\n

Kinh doanh ph\u00e1t tri\u1ec3n m\u1ea1nh tr\u1ef1c tuy\u1ebfn – nh\u01b0ng c\u00e1c h\u00e3ng v\u1eadn t\u1ea3i th\u01b0\u01a1ng m\u1ea1i \u0111\u00e3 ch\u1eadm ch\u1ea1p trong vi\u1ec7c tung ra c\u00e1c n\u1ec1n t\u1ea3ng b\u00e1n h\u00e0ng tr\u1ef1c ti\u1ebfp tr\u1ea3i nghi\u1ec7m k\u1ef9 thu\u1eadt s\u1ed1.\nTrong khi \u0111\u00f3, kh\u00e1ch h\u00e0ng \u0111\u00f2i h\u1ecfi s\u1ef1 ch\u00fa \u00fd c\u00e1 nh\u00e2n h\u00f3a h\u01a1n t\u1eeb c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd h\u01a1n bao gi\u1edd h\u1ebft. <\/p>\n\n

May m\u1eafn thay, c\u1ea3 hai v\u1ea5n \u0111\u1ec1 \u0111\u1ec1u c\u00f3 chung m\u1ed9t gi\u1ea3i ph\u00e1p.\nM\u1ed9t n\u1ec1n t\u1ea3ng b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i m\u1ea1nh m\u1ebd gi\u00fap b\u00e1n h\u00e0ng tr\u1ef1c ti\u1ebfp hi\u1ec7u qu\u1ea3 v\u00e0 hi\u1ec7u qu\u1ea3, \u0111\u1ed3ng th\u1eddi t\u1ea1o ra tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u00fa v\u1ecb h\u01a1n gi\u00fap t\u0103ng c\u01b0\u1eddng m\u1ed1i quan h\u1ec7 gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 c\u00f4ng ty b\u1ea3o hi\u1ec3m. <\/p>\n\n

Nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng trong b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i<\/h2>\n\n

C\u00e1c d\u00f2ng c\u00e1 nh\u00e2n trong b\u1ea3o hi\u1ec3m t\u00e0i s\u1ea3n v\u00e0 th\u01b0\u01a1ng vong \u0111\u00e3 \u0111\u01b0\u1ee3c h\u01b0\u1edfng l\u1ee3i t\u1eeb vi\u1ec7c t\u1eadp trung v\u00e0o tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng trong b\u00e1n h\u00e0ng tr\u1ef1c ti\u1ebfp.\nTuy nhi\u00ean, b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i \u0111\u00e3 ch\u1eadm h\u01a1n trong vi\u1ec7c \u00e1p d\u1ee5ng th\u1ef1c ti\u1ec5n \u0111\u1eb7t b\u1ea3o hi\u1ec3m tr\u1ef1c tuy\u1ebfn: Kho\u1ea3ng 85% c\u00e1c h\u1ee3p \u0111\u1ed3ng th\u01b0\u01a1ng m\u1ea1i v\u1eabn \u0111\u01b0\u1ee3c vi\u1ebft b\u1edfi c\u00e1c \u0111\u1ea1i l\u00fd \u0111\u1ed9c l\u1eadp, Marty Agather<\/a> t\u1ea1i Trusted Choice cho bi\u1ebft. <\/p>\n\n

S\u1ef1 chi\u1ebfm \u01b0u th\u1ebf c\u1ee7a m\u1ed1i quan h\u1ec7 \u0111\u1ea1i l\u00fd – kh\u00e1ch h\u00e0ng trong b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i \u0111\u00e3 l\u00e0m ch\u1eadm s\u1ef1 t\u0103ng tr\u01b0\u1edfng c\u1ee7a b\u00e1n h\u00e0ng th\u01b0\u01a1ng m\u1ea1i tr\u1ef1c ti\u1ebfp.\nN\u00f3 c\u0169ng \u0111\u00e3 tr\u00ec ho\u00e3n th\u1eddi \u0111i\u1ec3m khi c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i nh\u1eadn ra r\u1eb1ng mua s\u1eafm tr\u1ef1c tuy\u1ebfn n\u00f3i chung \u0111\u00e3 thay \u0111\u1ed5i k\u1ef3 v\u1ecdng v\u00e0 nhu c\u1ea7u m\u00e0 kh\u00e1ch h\u00e0ng mang \u0111\u1ebfn. <\/p>\n\n

Ph\u1ea3n h\u1ed3i nhanh ch\u00f3ng v\u00e0 ch\u1ee9ng minh gi\u00e1 tr\u1ecb \u0111\u1ed3ng ti\u1ec1n \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh b\u1ea3o hi\u1ec3m tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ch\u1ea5t l\u01b0\u1ee3ng cao.\nTuy nhi\u00ean, ng\u00e0y nay, k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u00e3 thay \u0111\u1ed5i.\nD\u1ecbch v\u1ee5 hi\u1ec7u qu\u1ea3 v\u00e0 c\u00e1 nh\u00e2n h\u00f3a \u0111\u00e3 leo l\u00ean \u0111\u1ea7u danh s\u00e1ch \u01b0u ti\u00ean c\u1ee7a kh\u00e1ch h\u00e0ng. <\/p>\n\n

Trong khi k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 tr\u1ea3i nghi\u1ec7m \u0111\u00e3 thay \u0111\u1ed5i, s\u1ef1 ph\u1ee5 thu\u1ed9c c\u1ee7a h\u1ecd v\u00e0o tr\u1ea3i nghi\u1ec7m nh\u01b0 m\u1ed9t th\u01b0\u1edbc \u0111o c\u1ee7a c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd th\u00ec kh\u00f4ng.\nTr\u00ean th\u1ef1c t\u1ebf, h\u01a1n 70% ng\u01b0\u1eddi ti\u00eau d\u00f9ng d\u1ef1a tr\u00ean \u00fd ki\u1ebfn c\u1ee7a h\u1ecd v\u1ec1 m\u1ed9t doanh nghi\u1ec7p d\u1ef1a tr\u00ean ch\u1ea5t l\u01b0\u1ee3ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX), Dorian Stone v\u00e0 John Devine<\/a> t\u1ea1i McKinsey vi\u1ebft. <\/p>\n\n

C\u00e1c doanh nghi\u1ec7p, bao g\u1ed3m c\u1ea3 c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i, ng\u00e0y c\u00e0ng nh\u1eadn th\u1ee9c \u0111\u01b0\u1ee3c \u00e1p l\u1ef1c thay \u0111\u1ed5i c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.\nM\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a Gartner cho th\u1ea5y 81% doanh nghi\u1ec7p mong mu\u1ed1n c\u1ea1nh tranh ch\u1ee7 y\u1ebfu ho\u1eb7c ho\u00e0n to\u00e0n d\u1ef1a tr\u00ean tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. <\/p>\n\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u1eadm ch\u00ed c\u00f2n tr\u1edf n\u00ean quan tr\u1ecdng h\u01a1n khi s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u01a1 b\u1ea3n \u0111\u01b0\u1ee3c b\u00e1n \u0111\u01b0\u1ee3c ti\u00eau chu\u1ea9n h\u00f3a gi\u1eefa c\u00e1c c\u00f4ng ty – nh\u01b0 tr\u01b0\u1eddng h\u1ee3p c\u1ee7a nhi\u1ec1u ch\u00ednh s\u00e1ch b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i.\nKhi mua h\u00e0ng v\u1ec1 c\u01a1 b\u1ea3n gi\u1ed1ng v\u1edbi b\u1ea5t k\u1ef3 ng\u01b0\u1eddi b\u00e1n n\u00e0o, ng\u01b0\u1eddi mua nh\u1ea5n m\u1ea1nh h\u01a1n v\u00e0o c\u00e1c t\u00ednh n\u0103ng \u0111\u1ed9c \u0111\u00e1o c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u1ec3 ph\u00e2n bi\u1ec7t gi\u1eefa ng\u01b0\u1eddi b\u00e1n v\u00e0 bi\u1ec7n minh cho l\u00f2ng trung th\u00e0nh c\u1ee7a h\u1ecd v\u1edbi m\u1ed9t ng\u01b0\u1eddi c\u1ee5 th\u1ec3. <\/p>\n\n

C\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i s\u1ebd c\u1ea7n g\u1eb7p g\u1ee1 kh\u00e1ch h\u00e0ng \u1edf n\u01a1i h\u1ecd \u0111ang \u1edf b\u1eb1ng c\u00e1ch nh\u1ea5n m\u1ea1nh c\u00e1c \u0111i\u1ec3m tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng quan tr\u1ecdng \u0111\u1ed1i v\u1edbi ng\u01b0\u1eddi mua b\u1ea3o hi\u1ec3m.\n\u0110\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng, “x\u00e1c nh\u1eadn gi\u00e1 tr\u1ecb kinh doanh c\u1ee7a CX v\u00e0 d\u1eabn \u0111\u1ea7u th\u00f4ng qua h\u1ee3p t\u00e1c ho\u1eb7c c\u00f3 nguy c\u01a1 m\u1ea5t ng\u00e2n s\u00e1ch v\u00e0 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn c\u00e1c \u0111\u1ed9ng l\u1ef1c th\u00fac \u0111\u1ea9y s\u1ef1 h\u00e0i l\u00f2ng, l\u00f2ng trung th\u00e0nh v\u00e0 v\u1eadn \u0111\u1ed9ng c\u1ee7a kh\u00e1ch h\u00e0ng”, Augie Ray<\/a>, Ph\u00f3 ch\u1ee7 t\u1ecbch tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ea1i Gartner cho bi\u1ebft. <\/p>\n\n

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

Kh\u00e1ch h\u00e0ng mu\u1ed1n g\u00ec \u1edf tr\u1ea3i nghi\u1ec7m k\u1ef9 thu\u1eadt s\u1ed1 b\u1ea3o hi\u1ec3m?<\/h2>\n\n

Kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m doanh nghi\u1ec7p nh\u1ecf mu\u1ed1n mua b\u1ea3o hi\u1ec3m tr\u1ef1c tuy\u1ebfn.\nNh\u00ecn chung, 51% ch\u1ee7 doanh nghi\u1ec7p nh\u1ecf c\u00f3 kh\u1ea3 n\u0103ng mua b\u1ea3o hi\u1ec3m kinh doanh tr\u1ef1c ti\u1ebfp t\u1eeb c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m, theo Michelle Canaan<\/a> v\u00e0 c\u00e1c nh\u00e0 nghi\u00ean c\u1ee9u \u0111\u1ed3ng nghi\u1ec7p t\u1ea1i Deloitte.\nT\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m t\u0103ng gi\u1eefa c\u00e1c kh\u00e1ch h\u00e0ng d\u01b0\u1edbi 35 tu\u1ed5i v\u00e0 nh\u1eefng ng\u01b0\u1eddi c\u00f3 doanh thu c\u1ee7a c\u00f4ng ty d\u01b0\u1edbi 1 tri\u1ec7u \u0111\u00f4 la m\u1ed7i n\u0103m, l\u00e0m cho vi\u1ec7c b\u00e1n tr\u1ef1c ti\u1ebfp b\u1ea3o hi\u1ec3m doanh nghi\u1ec7p nh\u1ecf tr\u1edf th\u00e0nh c\u01a1 h\u1ed9i l\u1edbn cho c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i. <\/p>\n\n

Nghi\u00ean c\u1ee9u c\u1ee7a Deloitte c\u0169ng cho th\u1ea5y c\u00e1c doanh nghi\u1ec7p nh\u1ecf \u0111\u00e3 mua b\u1ea3o hi\u1ec3m tr\u1ef1c tuy\u1ebfn c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng l\u00e0m nh\u01b0 v\u1eady m\u1ed9t l\u1ea7n n\u1eefa.\nV\u00ed d\u1ee5, 48% \u0111\u00e3 mua h\u1ee3p \u0111\u1ed3ng tr\u00e1ch nhi\u1ec7m chung tr\u1ef1c tuy\u1ebfn “r\u1ea5t c\u00f3 th\u1ec3” s\u1ebd l\u00e0m nh\u01b0 v\u1eady m\u1ed9t l\u1ea7n n\u1eefa v\u00e0 43% “c\u00f3 kh\u1ea3 n\u0103ng x\u1ea3y ra”. <\/p>\n\n

“V\u1edbi t\u1ef7 l\u1ec7 h\u00e0i l\u00f2ng n\u00f3i chung cao, kh\u00f4ng c\u00f3 g\u00ec \u0111\u00e1ng ng\u1ea1c nhi\u00ean khi nh\u1eefng ng\u01b0\u1eddi \u0111\u00e3 th\u1eed mua b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i tr\u00ean Internet c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng n\u00f3i r\u1eb1ng h\u1ecd s\u1ebd ti\u1ebfn h\u00e0nh kinh doanh theo c\u00e1ch \u0111\u00f3 trong t\u01b0\u01a1ng lai”, Canaan et al.<\/p>\n\n

L\u00e0m th\u1ebf n\u00e0o c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i c\u00f3 th\u1ec3 ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng l\u1ea7n \u0111\u1ea7u?\nM\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a Accenture<\/a> cung c\u1ea5p c\u00e1i nh\u00ecn s\u00e2u s\u1eafc.\nKhi kh\u00e1m ph\u00e1 l\u00fd do t\u1ea1i sao c\u00e1c ch\u1ee7 doanh nghi\u1ec7p nh\u1ecf kh\u00f4ng mua b\u1ea3o hi\u1ec3m tr\u1ef1c tuy\u1ebfn, nghi\u00ean c\u1ee9u cho th\u1ea5y vi\u1ec7c thi\u1ebfu th\u00f4ng tin, r\u00f5 r\u00e0ng v\u00e0 c\u00e1 nh\u00e2n h\u00f3a \u0111\u00e3 l\u00e0m n\u1ea3n l\u00f2ng nh\u1eefng ng\u01b0\u1eddi mua b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i l\u1ea7n \u0111\u1ea7u, \u0111\u1ea9y h\u1ecd \u0111\u1ebfn c\u00e1c \u0111\u1ea1i l\u00fd v\u00e0 tr\u00e1nh xa c\u00e1c k\u00eanh b\u00e1n h\u00e0ng tr\u1ef1c ti\u1ebfp. <\/p>\n\n

Accenture \u01b0\u1edbc t\u00ednh r\u1eb1ng 25% t\u1ed5ng ph\u00ed b\u1ea3o hi\u1ec3m doanh nghi\u1ec7p nh\u1ecf s\u1ebd \u0111\u01b0\u1ee3c b\u1ea3o l\u00e3nh k\u1ef9 thu\u1eadt s\u1ed1 v\u00e0o n\u0103m 2020.\nNgo\u00e0i ra, Accenture \u01b0\u1edbc t\u00ednh r\u1eb1ng 60% doanh nghi\u1ec7p nh\u1ecf thu\u1ed9c s\u1edf h\u1eefu c\u1ee7a nh\u1eefng ng\u01b0\u1eddi trong nh\u00f3m tu\u1ed5i 25-55 – nh\u00f3m th\u1ebf h\u1ec7 quan t\u00e2m nh\u1ea5t \u0111\u1ebfn vi\u1ec7c mua b\u1ea3o hi\u1ec3m tr\u1ef1c tuy\u1ebfn. <\/p>\n\n

Kh\u00e1ch h\u00e0ng quan t\u00e2m \u0111\u1ebfn vi\u1ec7c mua b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i tr\u1ef1c tuy\u1ebfn, theo nghi\u00ean c\u1ee9u c\u1ee7a Accenture.\nNh\u01b0ng ch\u1ec9 cung c\u1ea5p t\u00f9y ch\u1ecdn l\u00e0 kh\u00f4ng \u0111\u1ee7.\nC\u00e1c n\u1ec1n t\u1ea3ng b\u1ea3o hi\u1ec3m “c\u0169ng ph\u1ea3i t\u1ea1o ra nh\u1eefng tr\u1ea3i nghi\u1ec7m l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u0111\u1ec3 gi\u1ea3i quy\u1ebft t\u1ea5t c\u1ea3 nh\u1eefng th\u00e1ch th\u1ee9c v\u00e0 th\u1ea5t v\u1ecdng v\u1ec1 b\u1ea3o hi\u1ec3m c\u1ee7a c\u00e1c ch\u1ee7 doanh nghi\u1ec7p nh\u1ecf”, Michael Reilly<\/a>, gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh b\u1ea3o hi\u1ec3m t\u1ea1i Accenture cho bi\u1ebft. <\/p>\n\n

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

Ch\u1ecdn n\u1ec1n t\u1ea3ng ph\u00f9 h\u1ee3p<\/h2>\n\n

Tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi c\u00e1c h\u00ecnh th\u1ee9c mua s\u1eafm tr\u1ef1c tuy\u1ebfn kh\u00e1c \u0111\u1ecbnh h\u00ecnh k\u1ef3 v\u1ecdng c\u1ee7a h\u1ecd v\u1ec1 vi\u1ec7c mua b\u1ea3o hi\u1ec3m kinh doanh tr\u1ef1c tuy\u1ebfn.\nV\u00ed d\u1ee5, h\u1ecd \u0111\u00e3 quen v\u1edbi c\u00e1c t\u00ednh n\u0103ng nh\u01b0 duy\u1ec7t \u0111a k\u00eanh qua Amazon v\u00e0 do \u0111\u00f3 c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng mong \u0111\u1ee3i m\u1ed9t t\u00ednh n\u0103ng t\u01b0\u01a1ng t\u1ef1 t\u1eeb c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd. <\/p>\n\n

Tuy nhi\u00ean, vi\u1ec7c cung c\u1ea5p tr\u1ea3i nghi\u1ec7m k\u1ef9 thu\u1eadt s\u1ed1 m\u00e0 kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i kh\u00f4ng ph\u1ea3i l\u00e0 \u0111i\u1ec1u d\u1ec5 d\u00e0ng \u0111\u1ed1i v\u1edbi c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m P&C.\n“Kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i c\u00e1c nh\u00e0 m\u1ea1ng cung c\u1ea5p tr\u1ea3i nghi\u1ec7m li\u1ec1n m\u1ea1ch, \u0111a k\u00eanh v\u00e0 \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a cao nh\u01b0ng nh\u1eefng tr\u1edf ng\u1ea1i v\u1ec1 t\u1ed5 ch\u1ee9c v\u00e0 ng\u00e0nh, bao g\u1ed3m silo d\u1eef li\u1ec7u v\u00e0 ch\u00ednh s\u00e1ch b\u1ea3o m\u1eadt d\u1eef li\u1ec7u \u0111ang ph\u00e1t tri\u1ec3n, t\u1ea1o ra r\u00e0o c\u1ea3n gi\u1eefa nh\u1eefng k\u1ef3 v\u1ecdng n\u00e0y v\u00e0 c\u00e1c d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c cung c\u1ea5p”, Clark Wooten<\/a>, ph\u00f3 ch\u1ee7 t\u1ecbch nh\u00f3m d\u1ecbch v\u1ee5 b\u1ea3o hi\u1ec3m t\u1ea1i Acxiom cho bi\u1ebft. <\/p>\n\n

B\u01b0\u1edbc \u0111\u1ea7u ti\u00ean \u0111\u1ec3 ch\u1ecdn m\u1ed9t n\u1ec1n t\u1ea3ng b\u00e1n h\u00e0ng tr\u1ef1c ti\u1ebfp cho b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i, sau \u0111\u00f3, l\u00e0 x\u00e1c \u0111\u1ecbnh nh\u1eefng th\u00e1ch th\u1ee9c ho\u1eb7c th\u1ea5t v\u1ecdng c\u1ee5 th\u1ec3 m\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n ph\u1ea3i \u0111\u1ed1i m\u1eb7t.\nSau \u0111\u00f3, t\u00ecm ki\u1ebfm c\u00e1c c\u00f4ng c\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 gi\u00fap c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m v\u00e0 kh\u00e1ch h\u00e0ng l\u00e0m vi\u1ec7c c\u00f9ng nhau \u0111\u1ec3 v\u01b0\u1ee3t qua nh\u1eefng th\u00e1ch th\u1ee9c \u0111\u00f3. <\/p>\n\n

Tr\u00e1nh s\u1ef1 th\u00fac \u0111\u1ea9y ch\u1ec9 \u0111\u01a1n gi\u1ea3n l\u00e0 mua c\u00f4ng ngh\u1ec7 m\u1edbi \u0111\u1ec3 x\u00e2y d\u1ef1ng k\u00eanh b\u00e1n h\u00e0ng k\u1ef9 thu\u1eadt s\u1ed1.\nM\u1ee5c ti\u00eau c\u1ee7a b\u00e1n h\u00e0ng tr\u1ef1c ti\u1ebfp n\u00ean l\u00e0 m\u1edf r\u1ed9ng nh\u1eefng ph\u1ea7n t\u1ed1t nh\u1ea5t trong m\u1ed1i quan h\u1ec7 c\u1ee7a b\u1ea1n v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0o m\u00f4i tr\u01b0\u1eddng k\u1ef9 thu\u1eadt s\u1ed1 – kh\u00f4ng ch\u1ec9 \u0111\u01a1n thu\u1ea7n l\u00e0 tr\u1ef1c tuy\u1ebfn. <\/p>\n\n

“B\u1ea3n th\u00e2n c\u00f4ng ngh\u1ec7 kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t k\u1ebft th\u00fac; T\u00edch h\u1ee3p n\u00f3 \u0111\u1ec3 c\u1ea3i thi\u1ec7n CX l\u00e0 n\u01a1i gi\u00e1 tr\u1ecb x\u1ea3y ra, ” Eugene Khazin<\/a>, hi\u1ec7u tr\u01b0\u1edfng t\u1ea1i c\u00f4ng ty t\u01b0 v\u1ea5n hi\u1ec7n \u0111\u1ea1i h\u00f3a c\u00f4ng ngh\u1ec7 Prime TSR gi\u1ea3i th\u00edch.<\/p>\n\n

Kh\u00e1m ph\u00e1 c\u00e1c c\u00e1ch x\u00e2y d\u1ef1ng m\u00f4i tr\u01b0\u1eddng k\u1ef9 thu\u1eadt s\u1ed1 \u0111\u1ec3 \u0111\u00e1p \u1ee9ng c\u00e1c nhu c\u1ea7u kh\u00e1c nhau c\u1ee7a kh\u00e1ch h\u00e0ng.\nV\u00ed d\u1ee5, Accenture nh\u1eadn th\u1ea5y r\u1eb1ng nhi\u1ec1u kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m doanh nghi\u1ec7p nh\u1ecf tr\u1edf n\u00ean th\u1ea5t v\u1ecdng khi h\u1ecd kh\u00f4ng th\u1ec3 d\u1ec5 d\u00e0ng t\u00ecm th\u1ea5y c\u00e2u tr\u1ea3 l\u1eddi cho c\u00e1c c\u00e2u h\u1ecfi b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd tr\u1ef1c tuy\u1ebfn.\nM\u1ed9t th\u01b0 vi\u1ec7n n\u1ed9i dung th\u00f4ng tin c\u00f3 th\u1ec3 gi\u00fap x\u00e2y d\u1ef1ng m\u1ed9t n\u1ec1n t\u1ea3ng b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i th\u00e2n thi\u1ec7n h\u01a1n, Cara McFarlane<\/a> t\u1ea1i PropertyCasualty360 g\u1ee3i \u00fd. <\/p>\n\n

X\u00e2y d\u1ef1ng m\u1ed9t h\u1ec7 sinh th\u00e1i b\u1ea3o hi\u1ec3m k\u1ef9 thu\u1eadt s\u1ed1 l\u00e0 m\u1ed9t l\u1ef1a ch\u1ecdn kh\u00e1c hi\u1ec7n \u0111ang \u0111\u01b0\u1ee3c c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i s\u1eed d\u1ee5ng \u00edt h\u01a1n so v\u1edbi c\u00e1c d\u00f2ng c\u00e1 nh\u00e2n.\nTrong m\u1ed9t h\u1ec7 sinh th\u00e1i k\u1ef9 thu\u1eadt s\u1ed1, m\u1ed9t s\u1ed1 doanh nghi\u1ec7p h\u1ee3p t\u00e1c v\u1edbi nhau \u0111\u1ec3 cung c\u1ea5p d\u1ecbch v\u1ee5; M\u1ee5c ti\u00eau chung c\u1ee7a h\u1ecd l\u00e0 \u0111\u01b0a ra m\u1ed9t gi\u1ea3i ph\u00e1p ho\u00e0n ch\u1ec9nh cho v\u1ea5n \u0111\u1ec1 c\u1ee5 th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng.\nM\u1ed9t quan h\u1ec7 \u0111\u1ed1i t\u00e1c h\u1ec7 sinh th\u00e1i trong \u0111\u00f3 m\u1ed9t c\u00f4ng ty b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i cung c\u1ea5p b\u1ea3o hi\u1ec3m cho m\u1ed9t \u0111\u1ed9i xe v\u00e0 m\u1ed9t th\u1ee3 m\u00e1y cung c\u1ea5p s\u1eeda ch\u1eefa b\u1ea3o tr\u00ec cho nh\u1eefng chi\u1ebfc xe \u0111\u00f3 cung c\u1ea5p m\u1ed9t minh h\u1ecda. <\/p>\n\n

H\u1ec7 sinh th\u00e1i k\u1ef9 thu\u1eadt s\u1ed1 mang l\u1ea1i l\u1ee3i \u00edch cho c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i theo hai c\u00e1ch.\n\u0110\u1ea7u ti\u00ean, ch\u00fang cho ph\u00e9p c\u00f4ng ty b\u1ea3o hi\u1ec3m cung c\u1ea5p tr\u1ea3i nghi\u1ec7m c\u00e1 nh\u00e2n h\u00f3a, kh\u00f4ng ma s\u00e1t h\u01a1n cho kh\u00e1ch h\u00e0ng, x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh v\u00e0 m\u1ed1i quan h\u1ec7.\nTh\u1ee9 hai, ch\u00fang cho ph\u00e9p c\u00f4ng ty b\u1ea3o hi\u1ec3m cung c\u1ea5p nhi\u1ec1u gi\u00e1 tr\u1ecb h\u01a1n cho kh\u00e1ch h\u00e0ng d\u01b0\u1edbi d\u1ea1ng c\u00e1c d\u1ecbch v\u1ee5 v\u00e0 h\u1ed7 tr\u1ee3 d\u1ec5 ti\u1ebfp c\u1eadn, m\u00e0 kh\u00f4ng y\u00eau c\u1ea7u c\u00f4ng ty b\u1ea3o hi\u1ec3m x\u00e2y d\u1ef1ng c\u01a1 s\u1edf h\u1ea1 t\u1ea7ng c\u1ea7n thi\u1ebft cho m\u1ed7i d\u1ecbch v\u1ee5. <\/p>\n\n

Cu\u1ed1i c\u00f9ng, m\u1ee5c ti\u00eau c\u1ee7a b\u1ea5t k\u1ef3 n\u1ec1n t\u1ea3ng b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i n\u00e0o l\u00e0 v\u01b0\u1ee3t ra ngo\u00e0i m\u1ed1i quan h\u1ec7 b\u1ea3o hi\u1ec3m truy\u1ec1n th\u1ed1ng, trong \u0111\u00f3 kh\u00e1ch h\u00e0ng kh\u00f4ng li\u00ean h\u1ec7 v\u1edbi c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd tr\u1eeb khi h\u1ecd thanh to\u00e1n h\u00f3a \u0111\u01a1n ho\u1eb7c n\u1ed9p \u0111\u01a1n y\u00eau c\u1ea7u b\u1ed3i th\u01b0\u1eddng.<\/p>\n\n

“C\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m lu\u00f4n ph\u1ea3i v\u1eadt l\u1ed9n v\u1edbi th\u1ef1c t\u1ebf l\u00e0 c\u00e1c t\u01b0\u01a1ng t\u00e1c ch\u00ednh c\u1ee7a kh\u00e1ch h\u00e0ng sau khi mua h\u00e0ng l\u00e0 g\u1eedi y\u00eau c\u1ea7u b\u1ed3i th\u01b0\u1eddng ho\u1eb7c thanh to\u00e1n h\u00f3a \u0111\u01a1n, \u0111i\u1ec1u n\u00e0y c\u00f3 xu h\u01b0\u1edbng l\u00e0 m\u1ed9t tr\u1ea3i nghi\u1ec7m ti\u00eau c\u1ef1c, c\u0103ng th\u1eb3ng. S\u1eed d\u1ee5ng c\u00e1c k\u00eanh k\u1ef9 thu\u1eadt s\u1ed1 m\u1edbi n\u00e0y l\u00e0 v\u1ec1 vi\u1ec7c t\u1ea1o ra m\u1ed9t m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i li\u00ean t\u1ee5c v\u1edbi ng\u01b0\u1eddi \u0111\u01b0\u1ee3c b\u1ea3o hi\u1ec3m b\u00ean ngo\u00e0i vi\u1ec7c thanh to\u00e1n h\u00f3a \u0111\u01a1n v\u00e0 n\u1ed9p y\u00eau c\u1ea7u b\u1ed3i th\u01b0\u1eddng, ” Jeff Goldberg<\/a>, ph\u00f3 ch\u1ee7 t\u1ecbch \u0111i\u1ec1u h\u00e0nh nghi\u00ean c\u1ee9u v\u00e0 t\u01b0 v\u1ea5n t\u1ea1i Novarica n\u00f3i.<\/p>\n\n

V\u1edbi c\u00e1c c\u00f4ng c\u1ee5 ph\u00f9 h\u1ee3p, c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i c\u00f3 th\u1ec3 x\u00e2y d\u1ef1ng m\u1ed9t n\u1ec1n t\u1ea3ng \u0111\u00e1p \u1ee9ng nhu c\u1ea7u v\u00e0 mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 tr\u1ea3i nghi\u1ec7m k\u1ef9 thu\u1eadt s\u1ed1.\nKh\u00e1ch h\u00e0ng h\u00e1o h\u1ee9c mua b\u1ea3o hi\u1ec3m doanh nghi\u1ec7p online.\nT\u00f9y thu\u1ed9c v\u00e0o c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m th\u01b0\u01a1ng m\u1ea1i \u0111\u1ec3 x\u00e2y d\u1ef1ng m\u1ed9t m\u00f4i tr\u01b0\u1eddng mua h\u00e0ng hi\u1ec7u qu\u1ea3, th\u00fa v\u1ecb. <\/p>\n\n

H\u00ecnh \u1ea3nh b\u1edfi: rido\/\u00a9123RF.com, kasto\/\u00a9123RF.com, dotshock\/\u00a9123RF.com<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

Kinh doanh ph\u00e1t tri\u1ec3n m\u1ea1nh tr\u1ef1c tuy\u1ebfn – nh\u01b0ng c\u00e1c h\u00e3ng v\u1eadn t\u1ea3i th\u01b0\u01a1ng m\u1ea1i \u0111\u00e3 ch\u1eadm ch\u1ea1p trong vi\u1ec7c tung ra c\u00e1c n\u1ec1n t\u1ea3ng b\u00e1n h\u00e0ng tr\u1ef1c ti\u1ebfp tr\u1ea3i nghi\u1ec7m k\u1ef9 thu\u1eadt s\u1ed1. Trong khi \u0111\u00f3, kh\u00e1ch h\u00e0ng \u0111\u00f2i h\u1ecfi s\u1ef1 ch\u00fa \u00fd c\u00e1 nh\u00e2n h\u00f3a h\u01a1n t\u1eeb c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u1ee7a […]<\/p>\n","protected":false},"featured_media":8032,"template":"","insight-category":[],"class_list":["post-20792","insight","type-insight","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/insight\/20792","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\/8032"}],"wp:attachment":[{"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/media?parent=20792"}],"wp:term":[{"taxonomy":"insight-category","embeddable":true,"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/insight-category?post=20792"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}