{"id":4516,"date":"2020-11-16T10:53:47","date_gmt":"2020-11-16T03:53:47","guid":{"rendered":"https:\/\/bizuni.vn\/kien-thuc-quan-tri\/?p=4516"},"modified":"2022-10-15T22:47:42","modified_gmt":"2022-10-15T15:47:42","slug":"trai-nghiem-khach-hang-se-quyet-dinh-su-thanh-cong-cua-mot-cong-ty","status":"publish","type":"post","link":"https:\/\/bizuni.vn\/kien-thuc-quan-tri\/trai-nghiem-khach-hang-se-quyet-dinh-su-thanh-cong-cua-mot-cong-ty\/","title":{"rendered":"TR\u1ea2I NGHI\u1ec6M KH\u00c1CH H\u00c0NG S\u1ebc QUY\u1ebeT \u0110\u1ecaNH S\u1ef0 TH\u00c0NH C\u00d4NG C\u1ee6A M\u1ed8T C\u00d4NG TY"},"content":{"rendered":"

Nh\u1eefng c\u00f4ng ty th\u00e0nh c\u00f4ng th\u01b0\u1eddng l\u00e0 nh\u1eefng c\u00f4ng ty khi\u1ebfn kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd h\u00e0i l\u00f2ng. Nh\u01b0ng trong khi nhi\u1ec1u ng\u01b0\u1eddi n\u00f3i r\u1eb1ng h\u1ecd hi\u1ec3u t\u1ea7m quan tr\u1ecdng c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, t\u00e0i nguy\u00ean c\u1ee7a c\u00f4ng ty th\u01b0\u1eddng \u0111\u01b0\u1ee3c \u0111\u1ed5 d\u1ed3n v\u00e0o kh\u00e2u ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m thay v\u00ec t\u1ea1o n\u00ean m\u1ed9t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t. Khi ch\u00fang ta \u0111ang \u0111\u1ee9ng tr\u01b0\u1edbc b\u1edd v\u1ef1c c\u1ee7a suy tho\u00e1i kinh t\u1ebf th\u1ebf gi\u1edbi, c\u00e1ch b\u1ea1n t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean quan tr\u1ecdng h\u01a1n bao gi\u1edd h\u1ebft. Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng s\u1ebd l\u00e0 th\u01b0\u1edbc \u0111o quan tr\u1ecdng nh\u1ea5t quy\u1ebft \u0111\u1ecbnh s\u1ef1 th\u00e0nh b\u1ea1i c\u1ee7a c\u00f4ng ty b\u1ea1n.<\/span><\/p>\n

Theo nh\u01b0 b\u00e1o c\u00e1o Digital Trends 2020 c\u1ee7a Adobe, \u0111a s\u1ed1 c\u00e1c c\u00f4ng ty n\u00f3i r\u1eb1ng h\u1ecd d\u00e0nh h\u1ebft s\u1ef1 t\u1eadp trung v\u00e0o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Y\u1ebfu t\u1ed1 n\u00e0y \u0111\u01b0\u1ee3c x\u1ebfp h\u1ea1ng cao h\u01a1n marketing n\u1ed9i dung, marketing video v\u00e0 h\u01a1n c\u1ea3 m\u1ea1ng x\u00e3 h\u1ed9i. \u0110i\u1ec1u n\u00e0y kh\u00f4ng c\u00f3 g\u00ec ng\u1ea1c nhi\u00ean, b\u1edfi c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u0169ng s\u1ebd mang l\u1ea1i cho c\u00f4ng ty nhi\u1ec1u l\u1ee3i nhu\u1eadn.<\/span><\/p>\n

Nghi\u00ean c\u1ee9u b\u1edfi Temkin Group cho th\u1ea5y r\u1eb1ng c\u00e1c c\u00f4ng ty v\u1edbi doanh thu 1 t\u1ec9 USD h\u00e0ng n\u0103m c\u00f3 th\u1ec3 t\u0103ng tr\u01b0\u1edfng con s\u1ed1 n\u00e0y h\u01a1n 700 tri\u1ec7u USD n\u1eefa trong v\u00f2ng 3 n\u0103m n\u1ebfu h\u1ecd \u0111\u1ea7u t\u01b0 v\u00e0o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. M\u1ed9t b\u00e1o c\u00e1o kh\u00e1c b\u1edfi SmartInsights ch\u1ec9 ra r\u1eb1ng c\u00e1c doanh nghi\u1ec7p v\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t c\u00f3 doanh thu cao h\u01a1n \u0111\u1ed1i th\u1ee7 c\u1ee7a h\u1ecd, t\u1eeb 4% t\u1edbi 8%. M\u1ed9t kh\u1ea3o s\u00e1t kh\u00e1c t\u1eeb Deloitte cho th\u1ea5y 88% c\u00e1c c\u00f4ng ty t\u1eadp trung v\u00e0o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng khi t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

S\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 trong tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/strong><\/span><\/p>\n

C\u00f4ng ngh\u1ec7 \u0111\u00f3ng m\u1ed9t vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c t\u1ea1o ra tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u00e1ng nh\u1edb m\u1ed7i khi kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n. B\u1ea1n c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng landing page \u0111\u1eb7c bi\u1ec7t ho\u1eb7c email, c\u0169ng nh\u01b0 c\u00e1c c\u00f4ng ngh\u1ec7 ph\u1ee9c t\u1ea1p h\u01a1n nh\u01b0 bot tr\u00f2 chuy\u1ec7n ho\u1eb7c thu\u1eadt to\u00e1n AI \u0111\u1ec3 gi\u00fap ph\u00e2n t\u00edch s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

V\u00ed d\u1ee5 nh\u01b0 Netflix s\u1eed d\u1ee5ng AI \u0111\u1ec3 ph\u00e2n t\u00edch d\u1eef li\u1ec7u ng\u01b0\u1eddi d\u00f9ng v\u00e0 cung c\u1ea5p tr\u1ea3i nghi\u1ec7m ph\u00f9 h\u1ee3p v\u1edbi t\u1eebng ng\u01b0\u1eddi cho h\u01a1n 180 tri\u1ec7u ng\u01b0\u1eddi s\u1eed d\u1ee5ng tr\u00ean to\u00e0n c\u1ea7u.<\/span><\/p>\n

Todd Yelin, Ph\u00f3 gi\u00e1m \u0111\u1ed1c S\u00e1ng t\u1ea1o S\u1ea3n ph\u1ea9m c\u1ee7a Netflix tr\u1ea3 l\u1eddi trong m\u1ed9t cu\u1ed9c ph\u1ecfng v\u1ea5n v\u1edbi b\u00e1o The Guardian: \u201cCh\u00fang t\u00f4i thi\u1ebft k\u1ebf tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1eeb l\u00fac h\u1ecd \u0111\u0103ng k\u00ed, trong su\u1ed1t th\u1eddi gian h\u1ecd s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5, t\u1eeb TV, \u0111i\u1ec7n tho\u1ea1i cho t\u1edbi laptop v\u00e0 m\u00e1y t\u00ednh b\u00e0n.\u201d<\/span><\/p>\n

Netflix c\u0169ng gi\u00fap kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch lo\u1ea1i b\u1ecf c\u00e1c ch\u01b0\u1edbng ng\u1ea1i v\u1ea5t trong h\u00e0nh tr\u00ecnh c\u1ee7a h\u1ecd. V\u00e0o 2016, c\u00f4ng ty ti\u1ebft l\u1ed9 r\u1eb1ng h\u1ecd s\u1eed d\u1ee5ng h\u00e0ng tr\u0103m b\u00e0i th\u1eed A\/B m\u1ed7i n\u0103m \u0111\u1ec3 xem c\u00e1ch ng\u01b0\u1eddi d\u00f9ng ph\u1ea3n \u1ee9ng v\u1edbi c\u00e1c b\u1ed9 phim m\u00e0 h\u1ecd gi\u1edbi thi\u1ec7u. Th\u1ef1c hi\u1ec7n c\u00e1c th\u00ed nghi\u1ec7m n\u00e0y gi\u00fap Netflix c\u1ea3i thi\u1ec7n thu\u1eadt to\u00e1n c\u1ee7a h\u1ecd v\u00e0 khi\u1ebfn kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 c\u1ee7a h\u1ecd l\u00e2u h\u01a1n.<\/span><\/p>\n

T\u1eeb 2016 \u0111\u1ebfn 2020, Netflix \u0111\u00e3 c\u00f3 g\u1ea5p \u0111\u00f4i s\u1ed1 l\u01b0\u1ee3ng ng\u01b0\u1eddi s\u1eed d\u1ee5ng. M\u1ed9t ph\u1ea7n l\u00e0 do h\u1ecd c\u00f3 nhi\u1ec1u ng\u01b0\u1eddi \u0111\u0103ng k\u00ed m\u1edbi, nh\u01b0ng m\u1ed9t ph\u1ea7n quan tr\u1ecdng kh\u00f4ng k\u00e9m l\u00e0 h\u1ecd \u0111\u00e3 cung c\u1ea5p \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi \u0111\u1ec3 gi\u1eef ch\u00e2n nh\u1eefng kh\u00e1ch h\u00e0ng s\u1eb5n c\u00f3.<\/span><\/p>\n

Nh\u1eefng c\u00f4ng ty v\u1edbi v\u0103n h\u00f3a t\u1eadp trung v\u00e0o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng s\u1ebd gi\u00fap nh\u00e2n vi\u00ean c\u1ee7a h\u1ecd t\u1eadp trung v\u00e0o m\u1ed9t m\u1ee5c \u0111\u00edch duy nh\u1ea5t: khi\u1ebfn kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng. Hai th\u1eadp k\u1ec9 tr\u01b0\u1edbc, trong m\u1ed9t cu\u1ed9c ph\u1ecfng v\u1ea5n v\u1edbi CNBS, Jeff Bezos \u0111\u00e3 n\u00f3i v\u1ec1 c\u00f4ng th\u1ee9c cho m\u1ed9t c\u00f4ng ty th\u00e0nh c\u00f4ng tr\u00ean to\u00e0n c\u1ea7u: \u201cN\u1ebfu ph\u1ea3i n\u00f3i v\u1ec1 m\u1ed9t \u0111i\u1ec1u quan tr\u1ecdng nh\u1ea5t v\u1edbi Amazon.com, \u0111\u00f3 l\u00e0 s\u1ef1 quan t\u00e2m t\u1edbi m\u1ee9c \u00e1m \u1ea3nh v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.\u201d<\/span><\/p>\n

Amazon \u0111\u01b0\u1ee3c bi\u1ebft t\u1edbi b\u1edfi h\u1ecd cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi v\u00e0 l\u00e0m kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng. Nh\u00e0 b\u00e1n l\u1ebb online s\u1ed1 m\u1ed9t th\u1ebf gi\u1edbi \u0111\u00e3 v\u00e0 \u0111ang \u0111\u1ed5i m\u1edbi th\u1ecb tr\u01b0\u1eddng trong su\u1ed1t h\u01a1n 20 n\u0103m ho\u1ea1t \u0111\u1ed9ng b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 ti\u00ean ti\u1ebfn \u0111\u1ec3 t\u1ea1o ra tr\u1ea3i nghi\u1ec7m mua h\u00e0ng \u0111\u1ed9c \u0111\u00e1o v\u1edbi h\u1ec7 th\u1ed1ng g\u1ee3i \u00fd mua h\u00e0ng thi\u1ebft k\u1ebf d\u1ef1a v\u00e0o s\u1edf th\u00edch c\u1ee7a ng\u01b0\u1eddi mua.<\/span><\/p>\n

L\u00fd do c\u00e1c c\u00f4ng ty n\u00ean c\u1ea3i thi\u1ec7n \u0111i\u1ec3m ch\u1ea1m c\u1ee7a h\u1ecd v\u1edbi kh\u00e1ch h\u00e0ng<\/strong><\/span><\/p>\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng quy\u1ebft \u0111\u1ecbnh c\u00e1ch kh\u00e1ch h\u00e0ng ra quy\u1ebft \u0111\u1ecbnh khi mua h\u00e0ng. Ngay c\u1ea3 t\u1eeb 2006, m\u1ed9t nghi\u00ean c\u1ee9u b\u1edfi McKinsey cho th\u1ea5y 70% c\u00e1c quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng \u0111\u01b0\u1ee3c \u0111\u01b0a ra d\u1ef1a v\u00e0o c\u00e1ch m\u00e0 kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1 h\u1ecd \u0111\u01b0\u1ee3c \u0111\u1ed1i x\u1eed ra sao. \u0110i\u1ec1u n\u00e0y c\u00f3 ngh\u0129a l\u00e0 ngo\u00e0i vi\u1ec7c t\u1ea1o ra s\u1ea3n ph\u1ea9m t\u1ed1t, b\u1ea1n c\u00f2n ph\u1ea3i t\u1ea1o ra m\u1ed9t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi \u1edf m\u1ecdi \u0111i\u1ec3m ch\u1ea1m..<\/span><\/p>\n

B\u1ea1n kh\u00f4ng nh\u1ea5t thi\u1ebft ph\u1ea3i \u0111\u1ea7u t\u01b0 v\u00e0o c\u00e1c ph\u1ea7n m\u1ec1m \u0111\u1eaft ti\u1ec1n hay thu\u00ea th\u00eam nh\u00e2n vi\u00ean. C\u00f4ng ngh\u1ec7 \u0111\u1ec3 l\u00e0m vi\u1ec7c n\u00e0y c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng b\u1edfi t\u1ea5t c\u1ea3 c\u00e1c doanh nghi\u1ec7p b\u1ea5t k\u1ec3 l\u1edbn hay nh\u1ecf. H\u01a1n n\u1eefa, vi\u1ec7c t\u1eadp trung v\u00e0o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 quan tr\u1ecdng cho c\u00e1c d\u1ecbch v\u1ee5 online. T\u1ea5t c\u1ea3 c\u00e1c c\u00f4ng ty \u0111\u1ec1u c\u00f3 th\u1ec3 thu l\u1ee3i t\u1eeb vi\u1ec7c c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

Theo s\u00e1ng l\u1eadp c\u1ee7a Access Jet Group – Adam Hasaik \u2013 m\u1ed9t trong nh\u1eefng c\u00e1ch d\u1ec5 nh\u1ea5t \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 cho h\u1ecd s\u1ef1 l\u1ef1a ch\u1ecdn v\u00e0 s\u1ef1 tho\u1ea3i m\u00e1i. \u201c Nh\u1eefng g\u00ec ch\u00fang t\u00f4i cung c\u1ea5p cho kh\u00e1ch h\u00e0ng kh\u00f4ng h\u1ec1 g\u00f2 b\u00f3, v\u00ec th\u1ebf ch\u00fang t\u00f4i c\u00f3 s\u1ef1 h\u1ee3p t\u00e1c c\u1ee7a h\u1ecd. Ch\u00fang t\u00f4i cung c\u1ea5p cho kh\u00e1ch h\u00e0ng s\u1ef1 ti\u1ec7n l\u1ee3i v\u00e0 h\u00e0i l\u00f2ng t\u1ed1i \u0111a. H\u1ecd c\u00f3 th\u1ec3 ch\u1ecdn b\u1ea5t k\u00ec chuy\u1ebfn bay n\u00e0o, ch\u1ecdn k\u00edch c\u1ee1 m\u00e1y bay c\u0169ng nh\u01b0 c\u00e1c ti\u1ec7n \u00edch nh\u01b0 ph\u00f2ng ng\u1ee7 v\u00e0 cabin ri\u00eang.\u201d<\/span><\/p>\n

Access Jet cho ph\u00e9p kh\u00e1ch h\u00e0ng ch\u1ecdn l\u1ef1a t\u1ef1 do, v\u00ec th\u1ebf kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd r\u1ea5t h\u00e0i l\u00f2ng v\u00e0 c\u00f3 r\u1ea5t \u00edt l\u1eddi ph\u00e0n n\u00e0n. K\u1ebft qu\u1ea3 l\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd r\u1ea5t trung th\u00e0nh v\u00e0 danh ti\u1ebfng c\u1ee7a h\u00e3ng t\u0103ng l\u00ean. H\u01a1n th\u1ebf n\u1eefa, nh\u1eefng kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng s\u1ebd qu\u1ea3ng c\u00e1o cho th\u01b0\u01a1ng hi\u1ec7u \u0111\u00f3 v\u00e0 n\u00f3i cho nh\u1eefng ng\u01b0\u1eddi kh\u00e1c v\u1ec1 d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty.<\/span><\/p>\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng trong Marketing li\u00ean k\u1ebft<\/strong><\/span><\/p>\n

Marketing li\u00ean k\u1ebft l\u00e0 m\u1ed9t v\u00ed d\u1ee5 t\u1ed1t cho th\u1ea5y d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 gi\u00fap cho doanh nghi\u1ec7p ph\u00e1t tri\u1ec3n. B\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng marketing li\u00ean k\u1ebft, m\u1ed9t c\u00f4ng ty c\u00f3 th\u1ec3 l\u00e0m vi\u1ec7c c\u00f9ng v\u1edbi nh\u1eefng b\u00ean th\u1ee9 ba \u0111\u1ec3 v\u01b0\u01a1n t\u1edbi nh\u1eefng nh\u00f3m kh\u00e1ch h\u00e0ng kh\u00e1c, nh\u01b0ng v\u1eabn cung c\u1ea5p m\u1ed9t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi.<\/span><\/p>\n

M\u1ed9t ch\u01b0\u01a1ng tr\u00ecnh marketing li\u00ean k\u1ebft s\u1ebd cho ph\u00e9p c\u00e1c c\u00f4ng ty k\u1ebft n\u1ed1i v\u1edbi c\u00e1c lead ti\u1ec1m n\u0103ng. \u0110\u00f3 l\u00e0 b\u1edfi v\u00ec nh\u1eefng b\u00ean th\u1ee9 ba n\u00e0y \u0111\u00e3 d\u00e0nh h\u00e0ng tr\u0103m gi\u1edd h\u1ecdc h\u1ecfi v\u1ec1 kh\u00e1ch h\u00e0ng v\u00e0 s\u1ef1 mong \u0111\u1ee3i c\u1ee7a h\u1ecd.<\/span><\/p>\n

Nh\u1eefng d\u1ecbch v\u1ee5 nh\u01b0 Affiliate Institute cho th\u1ea5y marketing li\u00ean k\u1ebft cho ph\u00e9p c\u00e1c c\u00f4ng ty ti\u1ebfp c\u1eadn v\u1edbi l\u01b0\u1ee3ng th\u00f4ng tin l\u1edbn v\u1ec1 kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau c\u1ee7a\u00a0 h\u1ecd. Nh\u1eefng nh\u00e0 qu\u1ea3ng c\u00e1o sau \u0111\u00f3 c\u00f3 th\u1ec3 d\u00f9ng th\u00f4ng tin n\u00e0y \u0111\u1ec3 c\u1ea3i thi\u1ec7n c\u00e1c \u0111i\u1ec3m ch\u1ea1m v\u00e0 l\u00e0m kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng trong m\u1ecdi t\u00ecnh hu\u1ed1ng.<\/span><\/p>\n

Nguy\u00ean t\u1eafc c\u1ee7a vi\u1ec7c n\u00e0y c\u0169ng gi\u1ed1ng c\u00e1ch ho\u1ea1t \u0111\u1ed9ng c\u1ee7a Amazon hay Netflix, v\u1edbi \u0111i\u1ec3m kh\u00e1c bi\u1ec7t l\u00e0 b\u1ea1n kh\u00f4ng ph\u1ea3i t\u1ef1 th\u1ef1c hi\u1ec7n nh\u1eefng b\u00e0i th\u1eed A\/B n\u00e0y. Nh\u1eefng nh\u00e0 qu\u1ea3ng c\u00e1o li\u00ean k\u1ebft s\u1ebd th\u1eed \u0111\u1ec3 xem \u0111i\u1ec1u g\u00ec hi\u1ec7u qu\u1ea3 v\u00e0 \u0111i\u1ec1u g\u00ec c\u1ea7n c\u1ea3i thi\u1ec7n. Sau \u0111\u00f3 h\u1ecd m\u1edbi \u00e1p d\u1ee5ng chi\u1ebfn l\u01b0\u1ee3c \u0111\u00fang \u0111\u1ec3 qu\u1ea3ng b\u00e1 s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n v\u00e0 c\u1ea3i thi\u1ec7n m\u1ed1i quan h\u1ec7 c\u1ee7a b\u1ea1n v\u1edbi kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng r\u1ea5t quang tr\u1ecdng cho s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a m\u1ed9t doanh nghi\u1ec7p, v\u1edbi h\u01a1n 2\/3 c\u00e1c c\u00f4ng ty t\u1eadp trung v\u00e0o y\u1ebfu t\u1ed1 n\u00e0y. Khi b\u1ea1n \u0111\u00e3 thi\u1ebft k\u1ebf hi\u1ec7u qu\u1ea3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, b\u1ea1n s\u1ebd c\u00f3 th\u1ec3 kh\u1eb3ng \u0111\u1ecbnh v\u1ecb th\u1ebf c\u1ee7a m\u00ecnh tr\u00ean th\u1ecb tr\u01b0\u1eddng, b\u1ea5t k\u1ec3 \u0111\u1ed1i th\u1ee7 c\u1ee7a b\u1ea1n c\u00f3 m\u1ea1nh c\u1ee1 n\u00e0o \u0111i ch\u0103ng n\u1eefa. Vi\u1ec7c n\u00e0y c\u00f3 v\u1ebb nh\u01b0 \u0111i ng\u01b0\u1ee3c l\u1ea1i v\u1edbi xu th\u1ebf c\u1eaft gi\u1ea1m chi ph\u00ed, nh\u01b0ng \u0111\u1ea7u t\u01b0 v\u00e0o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 t\u1ed1i quan tr\u1ecdng\u00a0 cho s\u1ef1 th\u00e0nh c\u00f4ng l\u00e2u d\u00e0i.<\/span><\/p>\n

Theo Entrepreneuer<\/em><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Nh\u1eefng c\u00f4ng ty th\u00e0nh c\u00f4ng th\u01b0\u1eddng l\u00e0 nh\u1eefng c\u00f4ng ty khi\u1ebfn kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd h\u00e0i l\u00f2ng. Nh\u01b0ng trong khi nhi\u1ec1u ng\u01b0\u1eddi n\u00f3i r\u1eb1ng h\u1ecd hi\u1ec3u t\u1ea7m quan tr\u1ecdng c\u1ee7a…<\/p>\n","protected":false},"author":1,"featured_media":4518,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[135],"tags":[],"jetpack_featured_media_url":"https:\/\/i0.wp.com\/bizuni.vn\/kien-thuc-quan-tri\/wp-content\/uploads\/2020\/11\/Take-your-purchase-538671-scaled.jpg?fit=2560%2C1708&ssl=1","_links":{"self":[{"href":"https:\/\/bizuni.vn\/kien-thuc-quan-tri\/wp-json\/wp\/v2\/posts\/4516"}],"collection":[{"href":"https:\/\/bizuni.vn\/kien-thuc-quan-tri\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/bizuni.vn\/kien-thuc-quan-tri\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/bizuni.vn\/kien-thuc-quan-tri\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/bizuni.vn\/kien-thuc-quan-tri\/wp-json\/wp\/v2\/comments?post=4516"}],"version-history":[{"count":0,"href":"https:\/\/bizuni.vn\/kien-thuc-quan-tri\/wp-json\/wp\/v2\/posts\/4516\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/bizuni.vn\/kien-thuc-quan-tri\/wp-json\/wp\/v2\/media\/4518"}],"wp:attachment":[{"href":"https:\/\/bizuni.vn\/kien-thuc-quan-tri\/wp-json\/wp\/v2\/media?parent=4516"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/bizuni.vn\/kien-thuc-quan-tri\/wp-json\/wp\/v2\/categories?post=4516"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/bizuni.vn\/kien-thuc-quan-tri\/wp-json\/wp\/v2\/tags?post=4516"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}