{"id":21309,"date":"2024-09-30T14:31:11","date_gmt":"2024-09-30T19:31:11","guid":{"rendered":"https:\/\/bolttech.io\/insights\/de-gianh-chien-thang-trong-tro-choi-duy-tri-hay-tap-trung-vao-gia-tri-cua-dich-vu-khach-hang-tot\/"},"modified":"2024-09-30T14:31:16","modified_gmt":"2024-09-30T19:31:16","slug":"de-gianh-chien-thang-trong-tro-choi-duy-tri-hay-tap-trung-vao-gia-tri-cua-dich-vu-khach-hang-tot","status":"publish","type":"insight","link":"https:\/\/bolttech.io\/vi\/insights\/de-gianh-chien-thang-trong-tro-choi-duy-tri-hay-tap-trung-vao-gia-tri-cua-dich-vu-khach-hang-tot\/","title":{"rendered":"\u0110\u1ec3 gi\u00e0nh chi\u1ebfn th\u1eafng trong tr\u00f2 ch\u01a1i duy tr\u00ec, h\u00e3y t\u1eadp trung v\u00e0o gi\u00e1 tr\u1ecb c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t"},"content":{"rendered":"\n

Trong m\u1ed9t ng\u00e0nh b\u1ea3o hi\u1ec3m \u0111ang chi\u1ebfn \u0111\u1ea5u v\u1edbi chi ph\u00ed v\u00e0 thua l\u1ed7 gia t\u0103ng, cu\u1ed9c \u0111\u1ea5u tranh \u0111\u1ec3 thu h\u00fat v\u00e0 duy tr\u00ec kh\u00e1ch h\u00e0ng l\u00e0 c\u00f3 th\u1eadt.<\/p>\n\n

May m\u1eafn thay, c\u00e1c nghi\u00ean c\u1ee9u cho th\u1ea5y r\u1eb1ng kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i \u0111\u00e1nh gi\u00e1 cao d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t v\u00e0 c\u00e1c m\u1ed1i quan h\u1ec7 c\u00f3 \u00fd ngh\u0129a th\u1eadm ch\u00ed c\u00f2n h\u01a1n m\u1ee9c gi\u00e1 th\u1ea5p.\n\u0110i\u1ec1u n\u00e0y c\u00f3 ngh\u0129a l\u00e0 \u0111\u1ec3 duy tr\u00ec m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng m\u00e0 h\u1ecd \u0111\u00e3 c\u00f3, c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m ph\u1ea3i t\u1eadp trung v\u00e0o tr\u1ea3i nghi\u1ec7m v\u00e0 s\u1ef1 tham gia c\u1ee7a kh\u00e1ch h\u00e0ng. <\/p>\n\n

\u0110\u00e2y l\u00e0 l\u00fd do t\u1ea1i sao kh\u00e1ch h\u00e0ng r\u1eddi \u0111i sau khi ch\u1ed1t giao d\u1ecbch v\u00e0 nh\u1eefng g\u00ec b\u1ea1n c\u00f3 th\u1ec3 l\u00e0m \u0111\u1ec3 t\u1ea1o d\u1ef1ng m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i m\u1ea1nh m\u1ebd h\u01a1n, c\u00f3 l\u1ee3i h\u01a1n.<\/p>\n\n

T\u1ea1i sao kh\u00e1ch h\u00e0ng r\u1eddi \u0111i (v\u00e0 t\u1ea1i sao h\u1ecd \u1edf l\u1ea1i)<\/h2>\n\n

Kh\u00e1ch h\u00e0ng m\u1edbi th\u01b0\u1eddng mua s\u1eafm theo gi\u00e1, nh\u01b0ng ngay c\u1ea3 m\u1ee9c b\u1ea3o hi\u1ec3m t\u1ed1t nh\u1ea5t c\u0169ng kh\u00f4ng gi\u1eef \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng k\u00e9m.<\/p>\n\n

Trong Kh\u1ea3o s\u00e1t k\u1ef3 v\u1ecdng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng n\u0103m 2018 c\u1ee7a Gladly, 92% kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c h\u1ecfi n\u00f3i r\u1eb1ng h\u1ecd s\u1ebd ng\u1eebng kinh doanh v\u1edbi m\u1ed9t c\u00f4ng ty sau ba ho\u1eb7c \u00edt h\u01a1n tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed3i t\u1ec7 – v\u00e0 26% cho bi\u1ebft s\u1ebd ch\u1ec9 m\u1ea5t m\u1ed9t tr\u1ea3i nghi\u1ec7m t\u1ed3i t\u1ec7 \u0111\u1ec3 khi\u1ebfn h\u1ecd r\u1eddi \u0111i, Shep Hyken<\/a>, gi\u00e1m \u0111\u1ed1c kinh ng\u1ea1c t\u1ea1i Shepard Presentations cho bi\u1ebft.<\/p>\n\n

“Kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n kh\u00f4ng c\u00f2n so s\u00e1nh b\u1ea1n ch\u1ec9 v\u1edbi \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh tr\u1ef1c ti\u1ebfp c\u1ee7a b\u1ea1n. B\u1ea1n \u0111ang \u0111\u01b0\u1ee3c so s\u00e1nh v\u1edbi d\u1ecbch v\u1ee5 t\u1ed1t nh\u1ea5t m\u00e0 h\u1ecd t\u1eebng nh\u1eadn \u0111\u01b0\u1ee3c – t\u1eeb b\u1ea5t k\u1ef3 c\u00f4ng ty ho\u1eb7c b\u1ea5t k\u1ef3 ng\u01b0\u1eddi n\u00e0o, “Hyken n\u00f3i.<\/p>\n\n

\u0110\u00f3 l\u00e0 m\u1ed9t y\u00eau c\u1ea7u cao \u0111\u1ed1i v\u1edbi c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m, ti\u1ebfp t\u1ee5c t\u1ee5t h\u1eadu so v\u1edbi c\u00e1c l\u0129nh v\u1ef1c kh\u00e1c khi n\u00f3i \u0111\u1ebfn d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t, Chris Seekings<\/a> c\u1ee7a The Actuary vi\u1ebft.\n\u0110i\u1ec3m s\u1ed1 ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng trong ng\u00e0nh b\u1ea3o hi\u1ec3m \u0111\u00e3 gi\u1ea3m trong n\u0103m 2018 trong khi \u0111i\u1ec3m s\u1ed1 c\u1ee7a ph\u1ea7n l\u1edbn c\u00e1c l\u0129nh v\u1ef1c t\u0103ng, Ph\u00f3 ch\u1ee7 t\u1ecbch Affinion Karen Wheeler<\/a> cho bi\u1ebft. <\/p>\n\n

Nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m t\u01b0\u01a1ng \u0111\u1ed1i \u0111\u01a1n gi\u1ea3n: H\u1ecd mu\u1ed1n c\u00e1c ch\u00ednh s\u00e1ch \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a h\u1ecd v\u1edbi m\u1ee9c gi\u00e1 h\u1ecd c\u00f3 th\u1ec3 chi tr\u1ea3 v\u00e0 h\u1ecd mu\u1ed1n giao ti\u1ebfp t\u1ed1t v\u1edbi c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd, Darci Darnell<\/a> c\u1ee7a Bain &;Company n\u00f3i.\n“H\u1ecd hy v\u1ecdng c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd s\u1ebd gi\u00fap gi\u1ea3m b\u1edbt s\u1ef1 lo l\u1eafng c\u1ee7a h\u1ecd, ch\u1ee9 kh\u00f4ng ph\u1ea3i th\u00eam v\u00e0o \u0111\u00f3.” <\/p>\n\n

Tuy nhi\u00ean, tr\u00ean th\u1ef1c t\u1ebf, c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m kh\u00f4ng \u0111\u00e1p \u1ee9ng nh\u1eefng nhu c\u1ea7u c\u01a1 b\u1ea3n n\u00e0y.\nB\u00e1o c\u00e1o H\u00e0nh vi kh\u00e1ch h\u00e0ng v\u00e0 l\u00f2ng trung th\u00e0nh trong b\u1ea3o hi\u1ec3m h\u00e0ng n\u0103m l\u1ea7n th\u1ee9 t\u01b0 c\u1ee7a Bain, t\u00e1c gi\u1ea3 c\u1ee7a Henrik Naujoks<\/a> v\u00e0 c\u00e1c nh\u00e0 nghi\u00ean c\u1ee9u \u0111\u1ed3ng nghi\u1ec7p, cho th\u1ea5y h\u1ea7u h\u1ebft c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m kh\u00f4ng cung c\u1ea5p c\u00e1c s\u1ea3n ph\u1ea9m ch\u1ea5t l\u01b0\u1ee3ng ho\u1eb7c d\u1ec5 s\u1eed d\u1ee5ng theo y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.\nNghi\u00ean c\u1ee9u cho th\u1ea5y 80% kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m t\u1eeb 25 \u0111\u1ebfn 40 tu\u1ed5i \u0111\u00e1nh gi\u00e1 c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd th\u1ea5p v\u1ec1 c\u00e1c m\u1eb7t h\u00e0ng quan tr\u1ecdng nh\u1ea5t \u0111\u1ed1i v\u1edbi h\u1ecd. <\/p>\n\n

Vi\u1ec7c chuy\u1ec3n \u0111\u1ed5i sang m\u1ed9t th\u1ebf gi\u1edbi d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean k\u1ef9 thu\u1eadt s\u1ed1 v\u1eabn c\u00f2n nhi\u1ec1u kh\u00f3 kh\u0103n ng\u00e0y c\u00e0ng t\u0103ng.\nNh\u00e0 b\u00e1o Mark Breading<\/a> c\u1ee7a PropertyCasualty360 m\u00f4 t\u1ea3 m\u1ed9t n\u1ed7 l\u1ef1c h\u1ee7y \u0111\u0103ng k\u00fd t\u1ea1p ch\u00ed y\u00eau c\u1ea7u ba cu\u1ed9c g\u1ecdi \u0111i\u1ec7n tho\u1ea1i, hai bi\u1ec3u m\u1eabu web v\u00e0 m\u1ed9t phi\u00ean tr\u00f2 chuy\u1ec7n tr\u1ef1c tuy\u1ebfn.\nCu\u1ed1i c\u00f9ng, Breading n\u00f3i, anh \u0111\u00e3 li\u00ean l\u1ea1c v\u1edbi c\u00f4ng ty th\u1ebb t\u00edn d\u1ee5ng c\u1ee7a m\u00ecnh v\u00e0 ch\u1eb7n giao d\u1ecbch – m\u1ed9t qu\u00e1 tr\u00ecnh \u0111\u01a1n gi\u1ea3n h\u01a1n so v\u1edbi vi\u1ec7c li\u00ean h\u1ec7 v\u1edbi ch\u00ednh t\u1ea1p ch\u00ed. <\/p>\n\n

Tuy nhi\u00ean, kh\u00f4ng gi\u1ed1ng nh\u01b0 \u0111\u0103ng k\u00fd t\u1ea1p ch\u00ed, b\u1ea3o hi\u1ec3m th\u01b0\u1eddng l\u00e0 m\u1ed9t y\u00eau c\u1ea7u.\nKh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 \u0111\u00e3 c\u1ea3m th\u1ea5y r\u1eb1ng giao d\u1ecbch v\u1edbi c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd l\u00e0 m\u1ed9t vi\u1ec7c v\u1eb7t; Khi c\u00e1c c\u00f4ng c\u1ee5 giao ti\u1ebfp c\u00f3 s\u1eb5n kh\u00f3 qu\u1ea3n l\u00fd, m\u1ed1i quan h\u1ec7 c\u00f3 th\u1ec3 b\u1ecb t\u1ed5n h\u1ea1i kh\u00f4ng th\u1ec3 s\u1eeda ch\u1eefa. <\/p>\n\n

“Th\u00e1ch th\u1ee9c (v\u00e0 c\u01a1 h\u1ed9i) l\u00e0 cho ph\u00e9p chuy\u1ec3n giao tr\u01a1n tru c\u00e1c t\u01b0\u01a1ng t\u00e1c \u0111\u00f3 v\u00e0 th\u00f4ng tin li\u00ean quan gi\u1eefa c\u00e1c k\u00eanh kh\u00e1c nhau trong th\u1eddi gian th\u1ef1c, \u0111\u1ec3 kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c cung c\u1ea5p s\u1ef1 l\u1ef1a ch\u1ecdn v\u00e0 vi\u1ec7c s\u1eed d\u1ee5ng c\u00e1c kh\u1ea3 n\u0103ng k\u1ef9 thu\u1eadt s\u1ed1 v\u00e0 con ng\u01b0\u1eddi c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c t\u1ed1i \u01b0u h\u00f3a”, Breading n\u00f3i.<\/p>\n\n

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

C\u00e1ch c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m ph\u1ea3n \u1ee9ng v\u1edbi s\u1ef1 thay \u0111\u1ed5i c\u1ee7a kh\u00e1ch h\u00e0ng<\/h2>\n\n

\u0110\u01b0\u1ee3c khuy\u1ebfn kh\u00edch b\u1edfi vi\u1ec7c truy c\u1eadp th\u00f4ng tin d\u1ec5 d\u00e0ng v\u00e0 \u0111\u01b0\u1ee3c th\u00fac \u0111\u1ea9y b\u1edfi mong mu\u1ed1n ti\u1ebft ki\u1ec7m ti\u1ec1n, kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m nhanh ch\u00f3ng h\u01a1n bao gi\u1edd h\u1ebft \u0111\u1ec3 chuy\u1ec3n \u0111\u1ed5i nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 khi ng\u00e0y k\u1ef7 ni\u1ec7m h\u1ee3p \u0111\u1ed3ng c\u1ee7a h\u1ecd \u0111\u1ebfn.\n\u0110\u1ec3 ch\u1ed1ng l\u1ea1i s\u1ef1 thay \u0111\u1ed5i th\u01b0\u1eddng xuy\u00ean c\u1ee7a kh\u00e1ch h\u00e0ng, c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m \u0111\u00e3 t\u1eadn d\u1ee5ng m\u1ed9t s\u1ed1 chi\u1ebfn thu\u1eadt. <\/p>\n\n

Nh\u1eefng chi\u1ebfn thu\u1eadt n\u00e0y bao g\u1ed3m t\u1eadn d\u1ee5ng d\u1eef li\u1ec7u \u0111\u1ec3 c\u1ea3i thi\u1ec7n c\u00e1 nh\u00e2n h\u00f3a v\u00e0 s\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 v\u00e0 chi\u1ebfn l\u01b0\u1ee3c m\u1edbi \u0111\u1ec3 gi\u00fap kh\u00e1ch h\u00e0ng mua b\u1ea3o hi\u1ec3m t\u00e0i s\u1ea3n v\u00e0 th\u01b0\u01a1ng vong d\u1ec5 d\u00e0ng h\u01a1n, Tom Super<\/a> c\u1ee7a J.D. Power n\u00f3i.<\/p>\n\n

Tuy nhi\u00ean, s\u1ed1 h\u00f3a v\u00e0 c\u00e1 nh\u00e2n h\u00f3a t\u01b0\u01a1ng \u1ee9ng c\u1ee7a n\u00f3 kh\u00f4ng c\u00f2n l\u00e0m cho c\u00e1c c\u00f4ng ty n\u1ed5i b\u1eadt so v\u1edbi \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh c\u1ee7a h\u1ecd.\nTr\u00ean th\u1ef1c t\u1ebf, c\u00e1c c\u00f4ng ty kh\u00f4ng<\/em> cung c\u1ea5p tr\u1ea3i nghi\u1ec7m theo y\u00eau c\u1ea7u \u0111\u01a1n gi\u1ea3n, \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a n\u1ed5i b\u1eadt gi\u1eefa \u0111\u00e1m \u0111\u00f4ng b\u1eb1ng c\u00e1ch kh\u00f4ng \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c k\u1ef3 v\u1ecdng h\u00e0ng ng\u00e0y c\u1ee7a kh\u00e1ch h\u00e0ng, Kevin Haydon<\/a>, ng\u01b0\u1eddi l\u00e0m vi\u1ec7c t\u1ea1i n\u1ec1n t\u1ea3ng b\u1ea3o hi\u1ec3m k\u1ef9 thu\u1eadt s\u1ed1 EIS Group cho bi\u1ebft.\nM\u1eb7c d\u00f9 kh\u00e1ch h\u00e0ng hi\u1ec3u r\u1eb1ng vi\u1ec7c mua b\u1ea3o hi\u1ec3m kh\u00f4ng \u0111\u01a1n gi\u1ea3n nh\u01b0 \u0111\u1eb7t b\u00e1nh pizza, nh\u01b0ng h\u1ecd mong \u0111\u1ee3i c\u00f9ng m\u1ed9t m\u1ee9c \u0111\u1ed9 d\u1ec5 d\u00e0ng v\u00e0 c\u00e1 nh\u00e2n h\u00f3a t\u01b0\u01a1ng \u0111\u1ed1i t\u1eeb c\u1ea3 hai giao d\u1ecbch. <\/p>\n\n

Khi gi\u00e1 c\u1ea3 t\u0103ng nh\u01b0ng giao ti\u1ebfp kh\u00f4ng d\u1ec5 d\u00e0ng h\u01a1n, kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y \u00e1p l\u1ef1c ph\u1ea3i chuy\u1ec3n \u0111\u1ed5i c\u00f4ng ty b\u1ea3o hi\u1ec3m t\u1eeb hai h\u01b0\u1edbng c\u00f9ng m\u1ed9t l\u00fac.\nVi\u1ec7c kh\u00e1ch h\u00e0ng \u0111\u1eb7t gi\u00e1 tr\u1ecb cao nh\u01b0 v\u1eady v\u00e0o t\u00ednh d\u1ec5 s\u1eed d\u1ee5ng s\u1ebd g\u1eedi m\u1ed9t th\u00f4ng \u0111i\u1ec7p m\u1ea1nh m\u1ebd: S\u1ef1 hi\u1ec3u bi\u1ebft c\u1ee7a c\u00f4ng ty b\u1ea3o hi\u1ec3m v\u1ec1 gi\u00e1 tr\u1ecb c\u0169ng ph\u1ea3i v\u01b0\u1ee3t ra ngo\u00e0i \u0111i\u1ec3m m\u1ea5u ch\u1ed1t, gi\u00e1m \u0111\u1ed1c t\u1ef1 \u0111\u1ed9ng h\u00f3a ti\u1ebfp th\u1ecb Brandon Carter<\/a> n\u00f3i. <\/p>\n\n

“Gi\u00e1 tr\u1ecb kh\u00f4ng nh\u1ea5t thi\u1ebft ph\u1ea3i b\u1eb1ng gi\u00e1 r\u1ebb h\u01a1n ho\u1eb7c nhi\u1ec1u th\u1ee9 h\u01a1n. N\u00f3 ch\u1ec9 \u0111\u01a1n gi\u1ea3n c\u00f3 ngh\u0129a l\u00e0 t\u0103ng c\u01b0\u1eddng kh\u1ea3 n\u0103ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 v\u00e0 \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau c\u1ee7a h\u1ecd”, Carter n\u00f3i.<\/p>\n\n

Kh\u00e1ch h\u00e0ng \u0111\u00e3 n\u00f3i r\u00f5 r\u1eb1ng h\u1ecd \u0111\u00e1nh gi\u00e1 cao c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m gi\u00fap h\u1ecd gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 v\u00e0 \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau c\u1ee7a h\u1ecd – v\u00e0 nh\u1eefng ng\u01b0\u1eddi gi\u00fap h\u1ecd d\u1ec5 d\u00e0ng l\u00e0m nh\u01b0 v\u1eady.\nDo \u0111\u00f3, hai y\u1ebfu t\u1ed1 n\u00e0y tr\u1edf th\u00e0nh m\u1ed9t l\u0129nh v\u1ef1c tr\u1ecdng t\u00e2m m\u1ea1nh m\u1ebd cho c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m mu\u1ed1n cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t. <\/p>\n\n

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

Gi\u00fap kh\u00e1ch h\u00e0ng t\u00ecm th\u1ea5y gi\u00e1 tr\u1ecb trong m\u1ed1i quan h\u1ec7 b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd<\/h2>\n\n

Hi\u1ec3u \u0111\u01b0\u1ee3c c\u00e1c l\u1ef1a ch\u1ecdn ch\u00ednh s\u00e1ch kh\u00e1c nhau s\u1ebd \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn cu\u1ed9c s\u1ed1ng c\u1ee7a h\u1ecd nh\u01b0 th\u1ebf n\u00e0o l\u00e0 y\u1ebfu t\u1ed1 l\u1edbn nh\u1ea5t \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng trong b\u1ea3o hi\u1ec3m, Mikaela Parrick<\/a> t\u1ea1i Brown &; Joseph n\u00f3i.\nKh\u00e1ch h\u00e0ng mu\u1ed1n bi\u1ebft b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd mang l\u1ea1i l\u1ee3i \u00edch cho h\u1ecd nh\u01b0 th\u1ebf n\u00e0o. <\/p>\n\n

Hi\u1ec7n t\u1ea1i, ch\u1ec9 c\u00f3 67% ng\u01b0\u1eddi ti\u00eau d\u00f9ng b\u1ea3o hi\u1ec3m – kho\u1ea3ng hai ph\u1ea7n ba – tin r\u1eb1ng c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd gi\u00fap h\u1ecd hi\u1ec3u ch\u00ednh s\u00e1ch c\u1ee7a h\u1ecd m\u1ed9t c\u00e1ch k\u1ef9 l\u01b0\u1ee1ng, Parrick n\u00f3i th\u00eam.\nTuy nhi\u00ean, khi c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m n\u1ed7 l\u1ef1c gi\u00fap kh\u00e1ch h\u00e0ng k\u1ebft n\u1ed1i ph\u1ea1m vi b\u1ea3o hi\u1ec3m v\u1edbi l\u1ee3i \u00edch c\u00e1 nh\u00e2n, \u0111i\u1ec3m s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng t\u1ed5ng th\u1ec3 c\u1ee7a h\u1ecd t\u0103ng trung b\u00ecnh ch\u00edn ph\u1ea7n tr\u0103m. <\/p>\n\n

Qu\u00e1 tr\u00ecnh h\u1ecdc c\u00e1ch truy\u1ec1n \u0111\u1ea1t gi\u00e1 tr\u1ecb cho kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i c\u0169ng d\u1ea1y cho c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m nhi\u1ec1u h\u01a1n v\u1ec1 nh\u1eefng kh\u00e1ch h\u00e0ng \u0111\u00f3.\nS\u1ef1 hi\u1ec3u bi\u1ebft n\u00e0y gi\u00fap c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i, thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi v\u00e0 t\u0103ng l\u1ee3i nhu\u1eadn c\u1ee7a ch\u00ednh h\u1ecd, David Pieffer<\/a>, ng\u01b0\u1eddi l\u00e0m vi\u1ec7c trong l\u0129nh v\u1ef1c 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

“V\u00ec b\u1ea3o hi\u1ec3m l\u00e0 s\u1ea3n ph\u1ea9m ‘ph\u1ea3i mua’ \u0111\u1ed1i v\u1edbi h\u1ea7u h\u1ebft kh\u00e1ch h\u00e0ng, l\u00fd do h\u1ecd mua s\u1ea3n ph\u1ea9m r\u1ea5t \u0111\u01a1n gi\u1ea3n; tuy nhi\u00ean, l\u00fd do t\u1ea1i sao h\u1ecd mua s\u1ea3n ph\u1ea9m c\u1ee7a m\u1ed9t c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u1ee5 th\u1ec3 kh\u00f4ng qu\u00e1 r\u00f5 r\u00e0ng”, Pieffer n\u00f3i.\nKh\u00f4ng hi\u1ec3u kh\u00e1ch h\u00e0ng ngo\u00e0i h\u1ed3 s\u01a1 r\u1ee7i ro c\u1ee7a h\u1ecd l\u00e0 m\u1ed9t sai l\u1ea7m l\u1edbn \u0111\u1ed1i v\u1edbi c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m hy v\u1ecdng th\u00edch \u1ee9ng v\u1edbi nhu c\u1ea7u hi\u1ec7n t\u1ea1i. <\/p>\n\n

Ngh\u0129 l\u1edbn v\u1edbi Omni-channel<\/h3>\n\n

Omni-channel trong b\u1ea3o hi\u1ec3m mang l\u1ea1i l\u1ee3i \u00edch cho c\u00f4ng ty b\u1ea3o hi\u1ec3m b\u1eb1ng c\u00e1ch cho ph\u00e9p d\u1ecbch v\u1ee5 h\u1ee3p l\u00fd h\u01a1n v\u00e0 n\u00f3 mang l\u1ea1i l\u1ee3i \u00edch cho kh\u00e1ch h\u00e0ng d\u01b0\u1edbi h\u00ecnh th\u1ee9c giao ti\u1ebfp v\u00e0 giao d\u1ecbch d\u1ec5 d\u00e0ng h\u01a1n v\u1edbi c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd.<\/p>\n\n

Tuy nhi\u00ean, m\u1ed9t trong nh\u1eefng gi\u00e1 tr\u1ecb l\u1edbn nh\u1ea5t c\u1ee7a omni-channel \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng ph\u1ea7n l\u1edbn v\u1eabn ch\u01b0a \u0111\u01b0\u1ee3c khai th\u00e1c: s\u1ee9c m\u1ea1nh \u0111\u1ec3 t\u1eadn d\u1ee5ng n\u1ec1n t\u1ea3ng \u0111a k\u00eanh nh\u01b0 m\u1ed9t c\u00f4ng c\u1ee5 \u0111\u1ec3 thu h\u00fat kh\u00e1ch h\u00e0ng.<\/p>\n\n

“C\u00e1c c\u00f4ng ty c\u00f3 chi\u1ebfn l\u01b0\u1ee3c t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng \u0111a k\u00eanh m\u1ea1nh nh\u1ea5t gi\u1eef l\u1ea1i trung b\u00ecnh 89% kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd”, Kris Hackney<\/a> c\u1ee7a Applied Systems cho bi\u1ebft.\nTuy nhi\u00ean, c\u00e1c c\u00f4ng ty \u1edf cu\u1ed1i ph\u1ed5 y\u1ebfu ch\u1ec9 gi\u1eef l\u1ea1i trung b\u00ecnh 33% kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd. <\/p>\n\n

B\u1eb1ng c\u00e1ch c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd v\u00e0 cho ph\u00e9p kh\u00e1ch h\u00e0ng li\u00ean h\u1ec7 v\u1edbi h\u1ecd th\u00f4ng qua m\u1ed9t k\u00eanh \u01b0a th\u00edch, c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u00f3 th\u1ec3 cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t m\u00e0 kh\u00f4ng c\u1ea7n \u0111\u1ea7u t\u01b0 v\u00e0o d\u1eef li\u1ec7u l\u1edbn.<\/p>\n\n

X\u00e2y d\u1ef1ng m\u1ea1ng l\u01b0\u1edbi nh\u01b0 m\u1ed9t c\u00f4ng ty b\u1ea3o hi\u1ec3m<\/h3>\n\n

C\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m \u0111ang b\u1eadn r\u1ed9n x\u00e2y d\u1ef1ng m\u1ea1ng l\u01b0\u1edbi k\u1ef9 thu\u1eadt s\u1ed1 \u0111\u1ec3 c\u1ea3i thi\u1ec7n m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng.\nTuy nhi\u00ean, kh\u00f4ng n\u00ean \u0111\u00e1nh gi\u00e1 th\u1ea5p gi\u00e1 tr\u1ecb c\u1ee7a m\u1ea1ng l\u01b0\u1edbi con ng\u01b0\u1eddi – \u0111\u1eb7c bi\u1ec7t l\u00e0 khi c\u00e1c n\u1ec1n t\u1ea3ng ng\u00e0y nay cung c\u1ea5p c\u01a1 h\u1ed9i \u0111\u1ec3 th\u00eam c\u00e1c quan \u0111i\u1ec3m c\u00f3 gi\u00e1 tr\u1ecb v\u00e0o m\u1ed1i quan h\u1ec7 gi\u1eefa c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m v\u00e0 ng\u01b0\u1eddi \u0111\u01b0\u1ee3c b\u1ea3o hi\u1ec3m. <\/p>\n\n

M\u1ed9t c\u00e1ch ti\u1ebfp c\u1eadn k\u1ebft h\u1ee3p c\u00e1c \u0111\u1ea1i l\u00fd b\u1ea3o hi\u1ec3m v\u00e0o vi\u1ec7c kh\u1eed im l\u1eb7ng t\u1ed5ng th\u1ec3 c\u1ee7a c\u00f4ng ty c\u00f3 th\u1ec3 c\u00f3 t\u00e1c \u0111\u1ed9ng m\u1ea1nh m\u1ebd h\u01a1n l\u00e0 ch\u1ec9 c\u1ea3i thi\u1ec7n c\u00f4ng ngh\u1ec7, Casey Gustus<\/a>, Gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh c\u1ee7a Apliant n\u00f3i.\n\u0110\u1ea1i l\u00fd v\u1eabn l\u00e0 c\u00e1ch t\u1ed1t nh\u1ea5t \u0111\u1ec3 duy tr\u00ec m\u1ee9c \u0111\u1ed9 b\u1ea3o hi\u1ec3m c\u00e1 nh\u00e2n h\u00f3a m\u00e0 kh\u00e1ch h\u00e0ng mu\u1ed1n – v\u00e0 h\u1ecd gi\u00fap kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng nh\u1eadn \u0111\u01b0\u1ee3c c\u00e2u tr\u1ea3 l\u1eddi cho c\u00e2u h\u1ecfi c\u1ee7a h\u1ecd, x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 m\u00e0 kh\u00e1ch h\u00e0ng mu\u1ed1n duy tr\u00ec. <\/p>\n\n

M\u1edf r\u1ed9ng ra ngo\u00e0i c\u00e1c m\u1ed1i quan h\u1ec7 truy\u1ec1n th\u1ed1ng c\u00f3 th\u1ec3 gi\u00fap \u0111\u01b0a kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m v\u00e0o n\u1ebfp g\u1ea5p v\u00e0 gi\u1eef h\u1ecd \u1edf \u0111\u00f3.\nV\u00ed d\u1ee5, c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u00f3 th\u1ec3 h\u1ee3p t\u00e1c v\u1edbi c\u00e1c c\u1ed1 v\u1ea5n t\u00e0i ch\u00ednh \u0111\u1ec3 ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng P&C ti\u1ec1m n\u0103ng, nh\u1eefng ng\u01b0\u1eddi chuy\u1ec3n sang c\u1ed1 v\u1ea5n t\u00e0i ch\u00ednh c\u1ee7a h\u1ecd \u0111\u1ec3 \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 b\u1ea3o hi\u1ec3m, Brian O’Connell<\/a> t\u1ea1i Insurance News Network cho bi\u1ebft. <\/p>\n\n

Nghi\u00ean c\u1ee9u t\u1eeb Chubb v\u00e0 Oliver Wyman ti\u1ebft l\u1ed9 r\u1eb1ng 40% kh\u00e1ch h\u00e0ng t\u00ecm ki\u1ebfm s\u1ef1 gi\u00fap \u0111\u1ee1 c\u1ee7a c\u00e1c c\u1ed1 v\u1ea5n t\u00e0i ch\u00ednh s\u1ebd c\u00e2n nh\u1eafc chuy\u1ec3n sang m\u1ed9t c\u1ed1 v\u1ea5n t\u00e0i ch\u00ednh, ng\u01b0\u1eddi c\u0169ng cung c\u1ea5p tr\u1ee3 gi\u00fap mua b\u1ea3o hi\u1ec3m, Annmarie Camp<\/a>, ph\u00f3 ch\u1ee7 t\u1ecbch \u0111i\u1ec1u h\u00e0nh b\u00e1n h\u00e0ng v\u00e0 ph\u00e2n ph\u1ed1i t\u1ea1i Chubb Personal Risk Services cho bi\u1ebft.<\/p>\n\n

Quan h\u1ec7 \u0111\u1ed1i t\u00e1c nh\u01b0 th\u1ebf n\u00e0y, \u0111\u01b0\u1ee3c th\u00fac \u0111\u1ea9y b\u1edfi c\u00f4ng ngh\u1ec7, gi\u00fap kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y r\u1eb1ng nhu c\u1ea7u c\u00e1 nh\u00e2n c\u1ee7a h\u1ecd \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng v\u00e0 vi\u1ec7c nh\u1eadn \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 b\u1ea3o hi\u1ec3m m\u00e0 h\u1ecd c\u1ea7n l\u00e0 d\u1ec5 d\u00e0ng.\nC\u1ea3m gi\u00e1c h\u1ed7 tr\u1ee3 n\u00e0y mang l\u1ea1i gi\u00e1 tr\u1ecb \u0111\u00e1ng k\u1ec3 v\u00e0 c\u1ee7ng c\u1ed1 m\u1ed1i quan h\u1ec7 gi\u1eefa c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m v\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd. <\/p>\n\n

H\u00ecnh \u1ea3nh b\u1edfi: racorn\/\u00a9123RF.com, julief514\/\u00a9123RF.com, rido\/\u00a9123RF.com<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

Trong m\u1ed9t ng\u00e0nh b\u1ea3o hi\u1ec3m \u0111ang chi\u1ebfn \u0111\u1ea5u v\u1edbi chi ph\u00ed v\u00e0 thua l\u1ed7 gia t\u0103ng, cu\u1ed9c \u0111\u1ea5u tranh \u0111\u1ec3 thu h\u00fat v\u00e0 duy tr\u00ec kh\u00e1ch h\u00e0ng l\u00e0 c\u00f3 th\u1eadt. May m\u1eafn thay, c\u00e1c nghi\u00ean c\u1ee9u cho th\u1ea5y r\u1eb1ng kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i \u0111\u00e1nh gi\u00e1 cao d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t v\u00e0 c\u00e1c m\u1ed1i quan […]<\/p>\n","protected":false},"featured_media":5589,"template":"","insight-category":[],"class_list":["post-21309","insight","type-insight","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/insight\/21309","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\/5589"}],"wp:attachment":[{"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/media?parent=21309"}],"wp:term":[{"taxonomy":"insight-category","embeddable":true,"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/insight-category?post=21309"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}