{"id":11589,"date":"2025-08-14T10:31:27","date_gmt":"2025-08-14T03:31:27","guid":{"rendered":"https:\/\/base.vn\/blog\/?p=11589"},"modified":"2025-10-10T10:35:10","modified_gmt":"2025-10-10T03:35:10","slug":"cx-trai-nghiem-khach-hang","status":"publish","type":"post","link":"https:\/\/base.vn\/blog\/cx-trai-nghiem-khach-hang\/","title":{"rendered":"CX l\u00e0 g\u00ec? Nh\u1eefng y\u1ebfu t\u1ed1 t\u1ea1o n\u00ean tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ho\u00e0n h\u1ea3o"},"content":{"rendered":"\n

CX (Customer Experience) hay Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng bao h\u00e0m t\u1ea5t c\u1ea3 c\u00e1c t\u01b0\u01a1ng t\u00e1c gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 doanh nghi\u1ec7p trong su\u1ed1t h\u00e0nh tr\u00ecnh mua h\u00e0ng c\u1ee7a h\u1ecd. V\u1eady c\u1ee5 th\u1ec3 h\u01a1n th\u00ec CX l\u00e0 g\u00ec? V\u00ec sao doanh nghi\u1ec7p c\u1ea7n ch\u00fa tr\u1ecdng CX? \u0110\u1ec3 t\u1ea1o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc th\u00ec c\u1ea7n nh\u1eefng y\u1ebfu t\u1ed1 n\u00e0o? T\u1ea5t c\u1ea3 s\u1ebd \u0111\u01b0\u1ee3c b\u1eadt m\u00ed trong b\u00e0i vi\u1ebft sau \u0111\u00e2y c\u1ee7a Base.vn<\/a>.<\/p>\n\n\n\n

1. CX l\u00e0 g\u00ec?<\/strong><\/h2>\n\n\n\n

1.1 \u0110\u1ecbnh ngh\u0129a<\/strong><\/h3>\n\n\n\n

CX<\/strong>, vi\u1ebft t\u1eaft c\u1ee7a Customer Experience<\/strong>, hay Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/strong> l\u00e0 thu\u1eadt ng\u1eef m\u00f4 t\u1ea3 c\u00e1ch m\u00e0 doanh nghi\u1ec7p t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng qua t\u1eebng giai \u0111o\u1ea1n c\u1ee7a h\u00e0nh tr\u00ecnh mua s\u1eafm – t\u1eeb ti\u1ebfp th\u1ecb, b\u00e1n h\u00e0ng \u0111\u1ebfn d\u1ecbch v\u1ee5 h\u1eadu m\u00e3i, v\u00e0 m\u1ecdi \u201c\u0111i\u1ec3m ch\u1ea1m\u201d li\u00ean quan. N\u00f3i c\u00e1ch kh\u00e1c, CX l\u00e0 t\u1ed5ng h\u00f2a c\u1ee7a t\u1ea5t c\u1ea3 c\u00e1c t\u01b0\u01a1ng t\u00e1c v\u00e0 c\u1ea3m x\u00fac m\u00e0 kh\u00e1ch h\u00e0ng tr\u1ea3i qua khi ti\u1ebfp x\u00fac v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a doanh nghi\u1ec7p.<\/p>\n\n\n\n

V\u00ed d\u1ee5, m\u1ed9t kh\u00e1ch h\u00e0ng c\u00f3 nhu c\u1ea7u mua m\u1ed9t chi\u1ebfc \u0111i\u1ec7n tho\u1ea1i m\u1edbi. CX b\u1eaft \u0111\u1ea7u t\u1eeb khi h\u1ecd nh\u00ecn th\u1ea5y qu\u1ea3ng c\u00e1o v\u1ec1 chi\u1ebfc \u0111i\u1ec7n tho\u1ea1i. Tr\u1ea3i nghi\u1ec7m n\u00e0y ti\u1ebfp t\u1ee5c khi h\u1ecd duy\u1ec7t trang web c\u1ee7a c\u00f4ng ty, tr\u00f2 chuy\u1ec7n v\u1edbi nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng, mua h\u00e0ng, m\u1edf h\u1ed9p \u0111i\u1ec7n tho\u1ea1i v\u00e0 kh\u1edfi \u0111\u1ed9ng. Trong qu\u00e1 tr\u00ecnh s\u1eed d\u1ee5ng, n\u1ebfu kh\u00e1ch h\u00e0ng c\u1ea7n tr\u1ee3 gi\u00fap v\u00e0 g\u1ecdi \u0111\u1ebfn b\u1ed9 ph\u1eadn h\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt, th\u00ec \u0111\u00f3 c\u0169ng l\u00e0 m\u1ed9t ph\u1ea7n trong CX.<\/p>\n\n\n

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\"CX<\/figure><\/div>\n\n\n

1.2 C\u00e1c y\u1ebfu t\u1ed1 c\u1ea5u th\u00e0nh n\u00ean tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n

\u0110\u1ec3 t\u1ea1o ra m\u1ed9t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc, doanh nghi\u1ec7p c\u1ea7n c\u00e2n nh\u1eafc hai th\u00e0nh t\u1ed1 ch\u00ednh: s\u1ea3n ph\u1ea9m v\u00e0 con ng\u01b0\u1eddi.<\/p>\n\n\n\n

V\u1ec1 s\u1ea3n ph\u1ea9m<\/em><\/strong>, li\u1ec7u s\u1ea3n ph\u1ea9m c\u1ee7a doanh nghi\u1ec7p \u0111\u00e3 th\u1ef1c s\u1ef1 gi\u00fap kh\u00e1ch h\u00e0ng gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd ch\u01b0a? C\u00f3 \u0111\u1ee7 \u1ea5n t\u01b0\u1ee3ng \u0111\u1ec3 l\u00e0m kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y h\u00e0i l\u00f2ng? M\u1ed9t s\u1ea3n ph\u1ea9m \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c nhu c\u1ea7u v\u00e0 v\u01b0\u1ee3t qua mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 n\u1ec1n t\u1ea3ng v\u1eefng ch\u1eafc cho m\u1ed9t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t \u0111\u1eb9p.<\/p>\n\n\n\n

V\u1ec1 con ng\u01b0\u1eddi,<\/em><\/strong> nh\u1eefng c\u00e1 nh\u00e2n tham gia v\u00e0o h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng, ch\u1eb3ng h\u1ea1n nh\u01b0 b\u1ed9 ph\u1eadn ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng v\u00e0 nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt, c\u00f3 th\u1ef1c s\u1ef1 l\u00e0m kh\u00e1ch h\u00e0ng vui v\u1ebb kh\u00f4ng?<\/p>\n\n\n\n

M\u1ed9t s\u1ea3n ph\u1ea9m v\u01b0\u1ee3t tr\u1ed9i k\u1ebft h\u1ee3p v\u1edbi s\u1ef1 ph\u1ee5c v\u1ee5 t\u1eadn t\u00e2m c\u1ee7a \u0111\u1ed9i ng\u0169 nh\u00e2n vi\u00ean s\u1ebd t\u1ea1o ra m\u1ed9t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 tr\u01a1n tru m\u00e0 c\u00f2n \u0111\u00e1ng nh\u1edb. <\/p>\n\n\n\n

2. Ph\u00e2n bi\u1ec7t Customer Experience v\u1edbi Customer Service, Customer Satisfaction\u2026<\/strong><\/h2>\n\n\n\n

2.1 Customer Service v\u00e0 Customer Experience<\/h3>\n\n\n\n

Customer Service (D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng)<\/a> v\u00e0 Customer Experience (Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng) th\u01b0\u1eddng b\u1ecb nh\u1ea7m l\u1eabn v\u00e0 s\u1eed d\u1ee5ng thay th\u1ebf cho nhau, nh\u01b0ng th\u1ef1c ch\u1ea5t ch\u00fang c\u00f3 nh\u1eefng \u0111i\u1ec3m kh\u00e1c bi\u1ec7t r\u00f5 r\u1ec7t.<\/p>\n\n\n\n

D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 h\u00e0nh \u0111\u1ed9ng h\u1ed7 tr\u1ee3 ho\u1eb7c cung c\u1ea5p s\u1ef1 tr\u1ee3 gi\u00fap cho kh\u00e1ch h\u00e0ng qua c\u00e1c k\u00eanh nh\u01b0 chat tr\u1ef1c tuy\u1ebfn, email, \u0111i\u1ec7n tho\u1ea1i, ho\u1eb7c g\u1eb7p m\u1eb7t tr\u1ef1c ti\u1ebfp. N\u00f3i c\u00e1ch kh\u00e1c, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 nh\u1eefng g\u00ec doanh nghi\u1ec7p l\u00e0m cho kh\u00e1ch h\u00e0ng, v\u00e0 n\u00f3 ch\u1ec9 l\u00e0 m\u1ed9t ph\u1ea7n trong t\u1ed5ng th\u1ec3 qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n

2.2 Customer Satisfaction v\u00e0 Customer Experience<\/h3>\n\n\n\n

Customer Satisfaction (S\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng)<\/a> v\u00e0 Customer Experience (Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng) kh\u00e1c nhau v\u1ec1 ph\u1ea1m vi, tr\u1ecdng t\u00e2m v\u00e0 ph\u01b0\u01a1ng ph\u00e1p \u0111o l\u01b0\u1eddng.<\/p>\n\n\n\n

Trong khi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng bao g\u1ed3m to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh v\u00e0 t\u1eadp trung v\u00e0o c\u1ea3m x\u00fac v\u00e0 nh\u1eadn th\u1ee9c t\u1ed5ng qu\u00e1t c\u1ee7a kh\u00e1ch h\u00e0ng, s\u1ef1 h\u00e0i l\u00f2ng t\u1eadp trung v\u00e0o m\u1ed9t t\u01b0\u01a1ng t\u00e1c c\u1ee5 th\u1ec3 v\u00e0 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng v\u1edbi m\u1ed9t k\u1ebft qu\u1ea3 c\u1ee5 th\u1ec3. Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1 t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac v\u00e0 k\u00eanh giao ti\u1ebfp, trong khi s\u1ef1 h\u00e0i l\u00f2ng ch\u1ec9 t\u1eadp trung v\u00e0o m\u1ed9t \u0111i\u1ec3m ti\u1ebfp x\u00fac \u0111\u01a1n l\u1ebb.<\/p>\n\n\n\n

Th\u00eam v\u00e0o \u0111\u00f3, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng li\u00ean quan \u0111\u1ebfn vi\u1ec7c \u0111\u00e1nh gi\u00e1 l\u00f2ng trung th\u00e0nh l\u00e2u d\u00e0i c\u1ee7a kh\u00e1ch h\u00e0ng, c\u00f2n s\u1ef1 h\u00e0i l\u00f2ng t\u1eadp trung v\u00e0o c\u00e1c ph\u1ea3n h\u1ed3i ng\u1eafn h\u1ea1n t\u1eeb m\u1ed9t tr\u1ea3i nghi\u1ec7m c\u1ee5 th\u1ec3.<\/p>\n\n\n

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\"Ph\u00e2n<\/figure><\/div>\n\n\n

2.3 Customer Expectation v\u00e0 Customer Experience<\/h3>\n\n\n\n

Customer Expectation (K\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng) \u0111\u1ec1 c\u1eadp \u0111\u1ebfn nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i t\u1eeb m\u1ed9t s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5. Trong khi \u0111\u00f3, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 c\u1ea3m nh\u1eadn th\u1ef1c t\u1ebf c\u1ee7a h\u1ecd sau khi s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5. K\u1ef3 v\u1ecdng t\u1ea1o ra m\u1ed9t ti\u00eau chu\u1ea9n m\u00e0 kh\u00e1ch h\u00e0ng mong mu\u1ed1n, c\u00f2n tr\u1ea3i nghi\u1ec7m ph\u1ea3n \u00e1nh m\u1ee9c \u0111\u1ed9 th\u1ecfa m\u00e3n ho\u1eb7c th\u1ea5t v\u1ecdng \u0111\u1ed1i v\u1edbi nh\u1eefng k\u1ef3 v\u1ecdng \u0111\u00f3.<\/p>\n\n\n\n

\u0110\u1ecdc th\u00eam:<\/strong> Customer Journey l\u00e0 g\u00ec? 9 b\u01b0\u1edbc x\u00e2y d\u1ef1ng h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3<\/a><\/p>\n\n\n\n

3. V\u00ec sao doanh nghi\u1ec7p c\u1ea7n ch\u00fa tr\u1ecdng \u0111\u1ea7u t\u01b0 v\u00e0o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng?<\/strong><\/h2>\n\n\n\n

3.1 Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u00e1c \u0111\u1ed9ng m\u1ea1nh m\u1ebd \u0111\u1ebfn danh ti\u1ebfng c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u<\/strong><\/h3>\n\n\n\n

N\u1ebfu doanh nghi\u1ec7p c\u1ee7a b\u1ea1n \u0111em \u0111\u1ebfn cho kh\u00e1ch h\u00e0ng nh\u1eefng tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c, h\u1ecd s\u1ebd xem b\u1ea1n l\u00e0 m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u uy t\u00edn, chu \u0111\u00e1o, v\u00e0 c\u0169ng l\u00e0 n\u01a1i cung c\u1ea5p nh\u1eefng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 ch\u1ea5t l\u01b0\u1ee3ng cao.<\/p>\n\n\n\n

Theo m\u1ed9t kh\u1ea3o s\u00e1t, 82% ng\u01b0\u1eddi mua s\u1eafm<\/a> mong mu\u1ed1n gi\u00e1 tr\u1ecb c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u ph\u00f9 h\u1ee3p v\u1edbi c\u00e1c ti\u00eau chu\u1ea9n c\u1ee7a h\u1ecd. N\u1ebfu doanh nghi\u1ec7p c\u1ee7a b\u1ea1n th\u1ec3 hi\u1ec7n c\u00e1c gi\u00e1 tr\u1ecb nh\u01b0 minh b\u1ea1ch, t\u00f4n tr\u1ecdng v\u00e0 t\u1eadn t\u00e2m trong c\u00e1ch ti\u1ebfp c\u1eadn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, \u0111i\u1ec1u \u0111\u00f3 s\u1ebd ph\u1ea3n \u00e1nh t\u00edch c\u1ef1c \u0111\u1ebfn h\u00ecnh \u1ea3nh th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n. Kh\u00e1ch h\u00e0ng s\u1ebd \u0111\u1ecbnh h\u00ecnh b\u1ea1n l\u00e0 m\u1ed9t c\u00f4ng ty \u0111\u00e1ng tin c\u1eady, lu\u00f4n gi\u1eef l\u1eddi h\u1ee9a, t\u1eeb \u0111\u00f3 t\u0103ng c\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 t\u01b0\u01a1ng t\u00e1c v\u00e0 l\u00f2ng trung th\u00e0nh.<\/p>\n\n\n\n

Ngo\u00e0i ra, s\u1ef1 nh\u1ea5t qu\u00e1n trong tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u0169ng l\u00e0 y\u1ebfu t\u1ed1 then ch\u1ed1t \u0111\u1ec3 gi\u00e0nh \u0111\u01b0\u1ee3c s\u1ef1 y\u00eau m\u1ebfn c\u1ee7a kh\u00e1ch h\u00e0ng theo th\u1eddi gian. \u0110\u00e2y kh\u00f4ng ph\u1ea3i l\u00e0 vi\u1ec7c ch\u1ec9 th\u1ef1c hi\u1ec7n m\u1ed9t l\u1ea7n, m\u00e0 c\u1ea7n ph\u1ea3i tri\u1ec3n khai t\u01b0 duy t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng cho m\u1ecdi nh\u00e2n vi\u00ean trong c\u00f4ng ty, \u0111\u1ea3m b\u1ea3o cung c\u1ea5p tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi trong m\u1ecdi t\u01b0\u01a1ng t\u00e1c, m\u1ecdi \u201c\u0111i\u1ec3m ch\u1ea1m\u201d trong h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n

3.2 Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ea1o d\u1ef1ng l\u00f2ng trung th\u00e0nh b\u1ec1n v\u1eefng<\/strong><\/h3>\n\n\n\n

Trong b\u1ed1i c\u1ea3nh c\u1ea1nh tranh gay g\u1eaft tr\u00ean th\u1ecb tr\u01b0\u1eddng, vi\u1ec7c x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng tr\u1edf th\u00e0nh y\u1ebfu t\u1ed1 s\u1ed1ng c\u00f2n \u0111\u1ed1i v\u1edbi m\u1ecdi doanh nghi\u1ec7p. M\u1ee5c ti\u00eau l\u00e0 l\u00e0m cho kh\u00e1ch h\u00e0ng quay l\u1ea1i nhi\u1ec1u l\u1ea7n, t\u1eeb \u0111\u00f3 t\u0103ng gi\u00e1 tr\u1ecb tr\u1ecdn \u0111\u1eddi (lifetime value) c\u1ee7a h\u1ecd. Th\u1ef1c t\u1ebf cho th\u1ea5y, 88% ng\u01b0\u1eddi mua s\u1eafm tr\u1ef1c tuy\u1ebfn<\/a> s\u1eb5n s\u00e0ng t\u00e1i mua tr\u00ean c\u00e1c trang b\u00e1n l\u1ebb cung c\u1ea5p tr\u1ea3i nghi\u1ec7m \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a.<\/p>\n\n\n\n

C\u00f3 m\u1ed9t m\u1ed1i li\u00ean h\u1ec7 ch\u1eb7t ch\u1ebd gi\u1eefa CX xu\u1ea5t s\u1eafc v\u00e0 vi\u1ec7c mua h\u00e0ng l\u1eb7p l\u1ea1i. B\u1eb1ng c\u00e1ch t\u1ea1o ra nh\u1eefng tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c, \u0111\u1ed3ng b\u1ed9 v\u1edbi nhu c\u1ea7u v\u00e0 s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 x\u00e2y d\u1ef1ng nh\u1eefng k\u1ebft n\u1ed1i c\u1ea3m x\u00fac s\u00e2u s\u1eafc. Khi kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c coi tr\u1ecdng v\u00e0 th\u1ea5u hi\u1ec3u, h\u1ecd s\u1ebd c\u00f3 xu h\u01b0\u1edbng quay l\u1ea1i mua h\u00e0ng nhi\u1ec1u h\u01a1n.<\/p>\n\n\n\n

Kh\u00f4ng ch\u1ec9 d\u1eebng l\u1ea1i \u1edf vi\u1ec7c mua h\u00e0ng, nh\u1eefng v\u1ecb kh\u00e1ch h\u00e0ng trung th\u00e0nh c\u00f2n g\u00f3p ph\u1ea7n v\u00e0o s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a doanh nghi\u1ec7p th\u00f4ng qua gi\u1edbi thi\u1ec7u truy\u1ec1n mi\u1ec7ng. H\u1ecd tr\u1edf th\u00e0nh nh\u1eefng \u0111\u1ea1i s\u1ee9 th\u01b0\u01a1ng hi\u1ec7u t\u1ef1 nguy\u1ec7n, vui v\u1ebb chia s\u1ebb v\u00e0 gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ebfn ng\u01b0\u1eddi th\u00e2n ho\u1eb7c b\u1ea1n b\u00e8. V\u00ec v\u1eady, CX xu\u1ea5t s\u1eafc kh\u00f4ng ch\u1ec9 th\u00fac \u0111\u1ea9y t\u0103ng tr\u01b0\u1edfng doanh s\u1ed1 m\u00e0 c\u00f2n gi\u1ea3m b\u1edbt c\u00e1c chi ph\u00ed li\u00ean quan \u0111\u1ebfn vi\u1ec7c duy tr\u00ec v\u00e0 thu h\u00fat kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n

3.3 Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ea1o ra \u201cs\u1ee9c b\u1eadt\u201d cho doanh thu<\/strong><\/h3>\n\n\n\n

Nhi\u1ec1u nghi\u00ean c\u1ee9u \u0111\u00e3 ch\u1ec9 ra m\u1ed1i li\u00ean h\u1ec7 ch\u1eb7t ch\u1ebd gi\u1eefa s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 s\u1ef1 t\u0103ng tr\u01b0\u1edfng doanh thu. \u0110\u00e1ng ch\u00fa \u00fd, theo McKinsey, c\u00e1c c\u00f4ng ty ph\u00e1t tri\u1ec3n nhanh nh\u1ea5t c\u00f3 doanh thu t\u1eeb vi\u1ec7c c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) cao h\u01a1n 40% so v\u1edbi c\u00e1c c\u00f4ng ty ph\u00e1t tri\u1ec3n ch\u1eadm h\u01a1n.<\/p>\n\n\n\n

H\u00e3y nh\u1edb r\u1eb1ng m\u1ee5c ti\u00eau cu\u1ed1i c\u00f9ng c\u1ee7a m\u1ecdi doanh nghi\u1ec7p l\u00e0 t\u1ed1i \u0111a h\u00f3a l\u1ee3i nhu\u1eadn. V\u1edbi nh\u1eefng s\u1ed1 li\u1ec7u n\u00e0y, r\u00f5 r\u00e0ng r\u1eb1ng \u0111\u1ea7u t\u01b0 v\u00e0o CX kh\u00f4ng ch\u1ec9 l\u00e0 m\u1ed9t quy\u1ebft \u0111\u1ecbnh chi\u1ebfn l\u01b0\u1ee3c, m\u00e0 c\u00f2n l\u00e0 m\u1ed9t b\u01b0\u1edbc \u0111i kh\u00f4n ngoan \u0111\u1ec3 th\u00fac \u0111\u1ea9y s\u1ef1 ph\u00e1t tri\u1ec3n b\u1ec1n v\u1eefng c\u1ee7a doanh nghi\u1ec7p.<\/p>\n\n\n

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\"V\u00ec<\/figure><\/div>\n\n\n

4. C\u00e1c y\u1ebfu t\u1ed1 ch\u00ednh \u0111\u1ec3 t\u1ea1o n\u00ean tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc<\/strong><\/h2>\n\n\n\n

4.1 V\u00ed d\u1ee5 v\u1ec1 c\u00e1c y\u1ebfu t\u1ed1 t\u1ea1o n\u00ean tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c<\/strong><\/h3>\n\n\n\n

Theo m\u1ed9t cu\u1ed9c kh\u1ea3o s\u00e1t c\u1ee7a PwC, g\u1ea7n 80% d\u00e2n s\u1ed1 n\u01b0\u1edbc M\u1ef9 cho r\u1eb1ng t\u1ed1c \u0111\u1ed9, s\u1ef1 ti\u1ec7n l\u1ee3i, tr\u1ee3 gi\u00fap th\u1ea5u \u0111\u00e1o v\u00e0 d\u1ecbch v\u1ee5 th\u00e2n thi\u1ec7n l\u00e0 nh\u1eefng y\u1ebfu t\u1ed1 quan tr\u1ecdng nh\u1ea5t c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c.<\/p>\n\n\n\n