{"id":4977,"date":"2021-03-18T09:43:00","date_gmt":"2021-03-18T02:43:00","guid":{"rendered":"https:\/\/khaosat.me\/blog\/?p=4977"},"modified":"2025-02-21T10:54:28","modified_gmt":"2025-02-21T03:54:28","slug":"trai-nghiem-khach-hang-customer-experience-la-gi","status":"publish","type":"post","link":"https:\/\/khaosat.me\/blog\/trai-nghiem-khach-hang-customer-experience-la-gi\/","title":{"rendered":"Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? H\u01b0\u1edbng d\u1eabn x\u00e2y d\u1ef1ng v\u00e0 qu\u1ea3n tr\u1ecb Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng cho doanh nghi\u1ec7p"},"content":{"rendered":"\n<p>C\u00f3 qu\u00e1 nhi\u1ec1u kh\u00e1i ni\u1ec7m v\u1ec1 <a href=\"https:\/\/khaosat.me\/blog\/trai-nghiem-khach-hang-customer-experience-la-gi\/\"><strong>Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/strong><\/a> hay Customer Experience tr\u00ean m\u1ea1ng nh\u01b0ng l\u1ea1i r\u1ea5t r\u1eddi r\u1ea1c v\u00e0 h\u00e0n l\u00e2m. Th\u1ef1c ra b\u1ea3n ch\u1ea5t c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (Customer Experience) ch\u00ednh l\u00e0 \u0111\u1ed9 l\u1ec7ch c\u1ea3m x\u00fac gi\u1eefa tr\u1ea3i nghi\u1ec7m (Experience &#8211; nh\u1eefng g\u00ec x\u1ea3y \u0111\u1ebfn v\u1edbi ch\u00fang ta) v\u00e0 k\u1ef3 v\u1ecdng ban \u0111\u1ea7u (Expectation &#8211; nh\u1eefng g\u00ec ch\u00fang ta mong n\u00f3 x\u1ea3y \u0111\u1ebfn v\u1edbi ch\u00fang ta). <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">1. <strong>Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/strong><\/h2>\n\n\n\n<p><strong>Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/strong> l\u00e0 c\u1ea3m nh\u1eadn c\u1ee7a kh\u00e1ch h\u00e0ng khi t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p, bao g\u1ed3m vi\u1ec7c xem th\u00f4ng tin tr\u00ean website, n\u00f3i chuy\u1ec7n v\u1edbi nh\u00e2n vi\u00ean t\u01b0 v\u1ea5n, \u0111\u1ebfn nh\u1eefng c\u1ea3m nh\u1eadn khi s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 mua t\u1eeb b\u1ea1n,&#8230; T\u1ea5t c\u1ea3 nh\u1eefng \u0111i\u1ec1u \u0111\u00f3 s\u1ebd t\u00e1c \u0111\u1ed9ng t\u1edbi c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 quy\u1ebft \u0111\u1ecbnh h\u1ecd c\u00f3 tr\u1edf l\u1ea1i hay kh\u00f4ng. V\u1eady n\u00ean m\u1ed9t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi l\u00e0 ch\u00eca kh\u00f3a gi\u00fap doanh nghi\u1ec7p c\u1ee7a b\u1ea1n th\u00e0nh c\u00f4ng.<\/p>\n\n\n\n<p class=\"highlight\"> <strong>Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (Customer Experience) <\/strong>= Experience (Tr\u1ea3i nghi\u1ec7m th\u1ef1c t\u1ebf) &#8211; Expectation (K\u1ef3 v\u1ecdng ban \u0111\u1ea7u)<\/p>\n\n\n\n<p>Theo Philip Kotler, s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ee9c \u0111\u1ed9 c\u1ea3m x\u00fac c\u1ee7a m\u1ed9t ng\u01b0\u1eddi qua so s\u00e1nh k\u1ebft qu\u1ea3 thu \u0111\u01b0\u1ee3c t\u1eeb vi\u1ec7c ti\u00eau d\u00f9ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 v\u1edbi nh\u1eefng k\u1ef3 v\u1ecdng c\u1ee7a ch\u00ednh h\u1ecd. M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng ph\u1ee5 thu\u1ed9c s\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa k\u1ebft qu\u1ea3 nh\u1eadn \u0111\u01b0\u1ee3c v\u00e0 s\u1ef1 k\u1ef3 v\u1ecdng:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>N\u1ebfu k\u1ebft qu\u1ea3 th\u1ef1c t\u1ebf th\u1ea5p h\u01a1n s\u1ef1 k\u1ef3 v\u1ecdng th\u00ec kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng<\/li><li>N\u1ebfu k\u1ebft qu\u1ea3 th\u1ef1c t\u1ebf t\u01b0\u01a1ng x\u1ee9ng v\u1edbi s\u1ef1 k\u1ef3 v\u1ecdng th\u00ec kh\u00e1ch h\u00e0ng s\u1ebd h\u00e0i l\u00f2ng<\/li><li>N\u1ebfu k\u1ebft qu\u1ea3 th\u1ef1c t\u1ebf cao h\u01a1n s\u1ef1 k\u1ef3 v\u1ecdng th\u00ec kh\u00e1ch h\u00e0ng r\u1ea5t h\u00e0i l\u00f2ng<\/li><\/ul>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"498\" src=\"https:\/\/stawell-wordpress.sgp1.cdn.digitaloceanspaces.com\/wp-content\/uploads\/2019\/06\/khach-san-5-sao-min-1024x498.jpg\" alt=\"\u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\" class=\"wp-image-4982\" srcset=\"https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2019\/06\/khach-san-5-sao-min.jpg 1024w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2019\/06\/khach-san-5-sao-min.jpg 300w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2019\/06\/khach-san-5-sao-min.jpg 768w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2019\/06\/khach-san-5-sao-min.jpg 600w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption>Tr\u1ea3i nghi\u1ec7m t\u1ea1i kh\u00e1ch s\u1ea1n 5 sao<\/figcaption><\/figure>\n\n\n\n<p class=\"highlight\"> V\u00ed d\u1ee5: Khi b\u1ea1n \u0111\u1ebfn m\u1ed9t kh\u00e1ch s\u1ea1n 5 sao, tr\u01b0\u1edbc khi b\u1ea1n \u0111\u1eb7t ch\u00e2n v\u00e0o ph\u00f2ng th\u00ec trong n\u00e3o b\u1ea1n \u0111\u00e3 h\u00ecnh th\u00e0nh n\u00ean nh\u1eefng k\u1ef3 v\u1ecdng ban \u0111\u1ea7u nh\u01b0 ph\u00f2ng ph\u1ea3i sang tr\u1ecdng, c\u00e1i gi\u01b0\u1eddng n\u00f3 ph\u1ea3i sao, b\u1ed3n t\u1eafm n\u00f3 ph\u1ea3i sao\u2026 Nh\u1eefng k\u1ef3 v\u1ecdng n\u00e0y ch\u00ednh l\u00e0 nh\u1eefng t\u01b0\u1edfng t\u01b0\u1ee3ng m\u00e0 \u0111\u1ea7u b\u1ea1n v\u1ebd ra d\u1ef1a tr\u00ean nh\u1eefng h\u1ed3i t\u01b0\u1edfng k\u00fd \u1ee9c (Remembering) khi m\u00e0 b\u1ea1n \u0111\u00e3 \u0111i 1 kh\u00e1ch s\u1ea1n 5 sao n\u00e0o \u0111\u00f3 hay xem nh\u1eefng h\u00ecnh \u1ea3nh v\u1ec1 c\u00e1c kh\u00e1ch s\u1ea1n 5 sao tr\u00ean internet.<br><br>N\u1ebfu nh\u01b0 nh\u1eefng g\u00ec x\u1ea3y \u0111\u1ebfn v\u1edbi b\u1ea1n khi \u0111\u1eb7t ch\u00e2n v\u00e0o ph\u00f2ng th\u1ea5p h\u01a1n k\u1ef3 v\u1ecdng th\u00ec l\u00fac n\u00e0y s\u1ebd cho b\u1ea1n m\u1ed9t c\u1ea3m gi\u00e1c th\u1ea5t v\u1ecdng \u0111\u1ed3ng ngh\u0129a v\u1edbi Tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng t\u1ec7.<\/strong> \u0110i\u1ec1u n\u00e0y s\u1ebd l\u00fd gi\u1ea3i cho vi\u1ec7c v\u1edbi c\u00f9ng 1 c\u00e1i gi\u01b0\u1eddng k\u00eau c\u1ecdt k\u1eb9t khi n\u1eb1m nh\u01b0ng n\u1ebfu \u1edf kh\u00e1ch s\u1ea1n 2 sao th\u00ec b\u1ea1n s\u1ebd th\u1ea5y r\u1ea5t b\u00ecnh th\u01b0\u1eddng nh\u01b0ng \u1edf kh\u00e1ch s\u1ea1n 5 sao s\u1ebd khi\u1ebfn b\u1ea1n n\u1ed5i \u0111i\u00ean l\u00ean. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">2. <strong>V\u00ec sao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u1ea1i quan tr\u1ecdng v\u1edbi doanh nghi\u1ec7p?<\/strong><\/h2>\n\n\n\n<p>Theo kh\u1ea3o s\u00e1t \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n v\u00e0o th\u00e1ng 3 n\u0103m 2019 c\u1ee7a <a href=\"http:\/\/khaosat.me\/\">Khaosat.me<\/a> \u1edf 2000 ng\u01b0\u1eddi t\u1ea1i TP. H\u1ed3 Ch\u00ed Minh v\u00e0 H\u00e0 N\u1ed9i th\u00ec ch\u1ec9 c\u00f3 <strong>1\/42 kh\u00e1ch h\u00e0ng s\u1ebd ph\u00e0n n\u00e0n khi g\u1eb7p chuy\u1ec7n kh\u00f4ng v\u1eeba \u00fd.<\/strong> \u0110i\u1ec1u n\u00e0y c\u00f3 ngh\u0129a l\u00e0 c\u1ee9 10 kh\u00e1ch h\u00e0ng ph\u00e0n n\u00e0n cho b\u1ea1n th\u00ec v\u1ea5n \u0111\u1ec1 n\u00e0y \u0111\u00e3 xu\u1ea5t hi\u1ec7n v\u1edbi 410 ng\u01b0\u1eddi kh\u00e1c v\u00e0 c\u00f3 l\u1ebd h\u1ecd \u0111\u00e3 \u00e2m th\u1ea7m r\u1eddi b\u1ecf b\u1ea1n qua s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a \u0111\u1ed1i th\u1ee7.<\/p>\n\n\n\n<p>Trong b\u1ed1i c\u1ea3nh c\u1ea1nh tranh, c\u00e1c doanh nghi\u1ec7p c\u1ea7n t\u1ea1o s\u1ef1 th\u1ecfa m\u00e3n c\u1ee7a kh\u00e1ch h\u00e0ng cao h\u01a1n \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh. S\u1ef1 th\u1ecfa m\u00e3n, h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn l\u00f2ng trung th\u00e0nh v\u1edbi th\u01b0\u01a1ng hi\u1ec7u n\u00ean ch\u1ec9 khi kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng th\u00ec l\u1ee3i nhu\u1eadn c\u1ee7a doanh nghi\u1ec7p m\u1edbi b\u1ec1n v\u1eefng. Tuy nhi\u00ean, s\u1ef1 h\u00e0i l\u00f2ng kh\u00f4ng c\u1ed1 \u0111\u1ecbnh v\u00e0 c\u0169ng kh\u00f3 l\u01b0\u1ee3ng h\u00f3a. Y\u1ebfu t\u1ed1 th\u1ef1c s\u1ef1 quy\u1ebft \u0111\u1ecbnh l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 gi\u00e1 tr\u1ecb d\u00e0nh cho kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>Gi\u00e1 tr\u1ecb kh\u00e1ch h\u00e0ng t\u1ea1o ra s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 m\u1ee9c \u0111\u1ed9 th\u1ecfa m\u00e3n c\u1ee7a kh\u00e1ch h\u00e0ng. Doanh nghi\u1ec7p c\u1ea7n \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 th\u1ecfa m\u00e3n kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh v\u00e0 k\u1ec3 c\u1ea3 kh\u00e1ch h\u00e0ng c\u1ee7a \u0111\u1ed1i th\u1ee7 b\u1eb1ng c\u00e1ch th\u00f4ng qua c\u00e1c cu\u1ed9c \u0111i\u1ec1u tra hay \u0111\u00f3ng gi\u1ea3 ng\u01b0\u1eddi mua s\u1eafm. Nh\u1eefng th\u00f4ng tin v\u1ec1 gi\u1ea3m s\u00fat m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p so v\u1edbi \u0111\u1ed1i th\u1ee7 l\u00e0 t\u00edn hi\u1ec7u b\u00e1o tr\u01b0\u1edbc v\u1ec1 t\u00ecnh tr\u1ea1ng m\u1ea5t kh\u00e1ch h\u00e0ng, gi\u1ea3m th\u1ecb ph\u1ea7n trong t\u01b0\u01a1ng lai.&nbsp;<\/p>\n\n\n\n<p>L\u1eadp nh\u1eefng k\u00eanh th\u00f4ng tin \u0111\u1ec3 kh\u00e1ch h\u00e0ng g\u00f3p \u00fd ho\u1eb7c khi\u1ebfu n\u1ea1i l\u00e0 vi\u1ec7c l\u00e0m r\u1ea5t c\u1ea7n thi\u1ebft. Tuy nhi\u00ean, ph\u1ea7n l\u1edbn khi kh\u00f4ng h\u00e0i l\u00f2ng th\u00ec kh\u00e1ch h\u00e0ng kh\u00f4ng khi\u1ebfu n\u1ea1i do \u0111\u00f3 c\u1ea7n c\u00f3 nh\u1eefng ph\u01b0\u01a1ng ph\u00e1p c\u1ee5 th\u1ec3 \u0111\u1ec3 t\u1ea1o \u0111\u1ed9ng l\u1ef1c cho kh\u00e1ch h\u00e0ng ch\u1ee7 \u0111\u1ed9ng \u0111\u00e1nh gi\u00e1.&nbsp;<\/p>\n\n\n\n<p class=\"highlight\"><a href=\"https:\/\/khaosat.me\/blog\/phan-hoi-cua-khach-hang\/#5_Ly_do_khien_khach_hang_khong_chiu_phan_hoi\"><strong>L\u00fd do v\u00ec sao kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ecbu \u0111\u00e1nh gi\u00e1 s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5?<\/strong><\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">3 ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h2>\n\n\n\n<p>C\u00f3 3 ch\u1ec9 s\u1ed1 ch\u00ednh trong \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng bao g\u1ed3m: <strong>Customer Satisfaction<\/strong>, <strong>Net Promoter Score<\/strong> v\u00e0 <strong>Customer Effort Score. <\/strong>D\u1ef1a tr\u00ean vi\u1ec7c thu th\u1eadp \u00fd ki\u1ebfn \u200b\u200bkh\u00e1ch h\u00e0ng th\u00f4ng qua c\u00e1c kh\u1ea3o s\u00e1t nh\u1eb1m m\u1ee5c \u0111\u00edch \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng, h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng v\u00e0 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 m\u00e0 kh\u00e1ch h\u00e0ng g\u1eb7p ph\u1ea3i.<\/p>\n\n\n\n<p>Vi\u1ec7c ph\u00e2n t\u00edch c\u00e1c ch\u1ec9 s\u1ed1 Customer Satisfaction, Net Promoter Score v\u00e0 Customer Effort Score s\u1ebd cung c\u1ea5p c\u00e1c th\u00f4ng tin gi\u00fap doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u00ecm hi\u1ec3u nguy\u00ean nh\u00e2n khi\u1ebfn tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 \u0111ang s\u1ee5t gi\u1ea3m (n\u1ebfu c\u00f3) v\u00e0 c\u00e1ch \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, n\u00e2ng cao m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng t\u1eeb n\u00f3 gia t\u0103ng t\u0103ng \u0111\u1ed9 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3.1. <strong>Customer Satisfaction (CSAT)<\/strong><\/h3>\n\n\n\n<p><a href=\"https:\/\/khaosat.me\/blog\/csat-la-gi\/\">Ch\u1ec9 s\u1ed1 Customer Satisfaction (CSAT)<\/a> \u0111\u01b0\u1ee3c bi\u1ebft \u0111\u1ebfn r\u1ed9ng r\u00e3i nh\u01b0 l\u00e0 th\u01b0\u1edbc \u0111o ban \u0111\u1ea7u \u0111\u1ec3 \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. N\u00f3 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng r\u1ea5t \u0111\u01a1n gi\u1ea3n mang l\u1ea1i k\u1ebft qu\u1ea3 nhanh ch\u00f3ng v\u00e0 kh\u00f4ng c\u1ea7n \u0111\u00e0o t\u1ea1o nhi\u1ec1u \u0111\u1ec3 hi\u1ec3u \u0111\u01b0\u1ee3c m\u1ee5c \u0111\u00edch c\u1ee7a n\u00f3.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"504\" src=\"https:\/\/stawell-wordpress.sgp1.cdn.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/Customer-Satisfaction-CSAT-do-luong-trai-nghiem-khach-hang-1024x504.jpg\" alt=\"\" class=\"wp-image-7776\" srcset=\"https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/Customer-Satisfaction-CSAT-do-luong-trai-nghiem-khach-hang.jpg 1024w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/Customer-Satisfaction-CSAT-do-luong-trai-nghiem-khach-hang.jpg 300w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/Customer-Satisfaction-CSAT-do-luong-trai-nghiem-khach-hang.jpg 768w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/Customer-Satisfaction-CSAT-do-luong-trai-nghiem-khach-hang.jpg 1536w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/Customer-Satisfaction-CSAT-do-luong-trai-nghiem-khach-hang.jpg 2048w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/Customer-Satisfaction-CSAT-do-luong-trai-nghiem-khach-hang.jpg 600w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption>Ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng Customer Satisfaction (CSAT)<\/figcaption><\/figure>\n\n\n\n<p>CSAT c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng theo nhi\u1ec1u c\u00e1ch. N\u00f3 c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c d\u00f9ng nh\u01b0 m\u1ed9t c\u00f4ng c\u1ee5 \u0111\u1ec3 \u0111o l\u01b0\u1eddng ph\u1ea3n h\u1ed3i v\u1ec1 m\u1ecdi t\u01b0\u01a1ng t\u00e1c v\u00e0 \u0111\u00e1nh gi\u00e1 gi\u00fap doanh nghi\u1ec7p c\u00f3 c\u01a1 h\u1ed9i can thi\u1ec7p \u0111\u1ebfn nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng ngay l\u1eadp t\u1ee9c. Ho\u1eb7c n\u00f3 c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c g\u1eedi \u0111i nh\u01b0 m\u1ed9t cu\u1ed9c kh\u1ea3o s\u00e1t b\u00ecnh th\u01b0\u1eddng.<\/p>\n\n\n\n<p>CSAT cung c\u1ea5p c\u00e1i nh\u00ecn s\u00e2u s\u1eafc \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng nh\u01b0ng n\u00f3 kh\u00f4ng d\u1ef1 \u0111o\u00e1n \u0111\u01b0\u1ee3c k\u1ebft qu\u1ea3 d\u00e0i h\u1ea1n nh\u01b0 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110\u00f3 l\u00e0 n\u01a1i m\u00e0 ch\u1ec9 s\u1ed1 Net Promoter Score (NPS) ph\u00e1t huy t\u00e1c d\u1ee5ng. Trong khi CSAT n\u00eau l\u00ean ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 tr\u1ea3i nghi\u1ec7m t\u1ed1t ho\u1eb7c x\u1ea5u, NPS t\u1eadp trung v\u00e0o s\u1ef1 h\u00e0i l\u00f2ng l\u00e2u d\u00e0i c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi m\u1ed9t s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3.2. <strong>Net Promoter Score (NPS)<\/strong><\/h3>\n\n\n\n<p>CSAT h\u1ecfi kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n h\u00e0i l\u00f2ng \u0111\u1ebfn m\u1ee9c n\u00e0o, NPS h\u1ecfi h\u1ecd trung th\u00e0nh nh\u01b0 th\u1ebf n\u00e0o. \u0110\u00f3 l\u00e0 m\u1ed9t c\u00e2u h\u1ecfi r\u1ea5t quan tr\u1ecdng khi xem x\u00e9t c\u00e1c kh\u00e1ch h\u00e0ng trung th\u00e0nh c\u00f3 gi\u00e1 tr\u1ecb g\u1ea5p 10 l\u1ea7n mua h\u00e0ng ban \u0111\u1ea7u c\u1ee7a h\u1ecd.<\/p>\n\n\n\n<p><a href=\"https:\/\/khaosat.me\/blog\/nps-chi-so-do-luong-su-trung-thanh-cua-khach-hang\/\">Ch\u1ec9 s\u1ed1 Net Promoter Score (NPS)<\/a> \u0111\u1eb7c bi\u1ec7t t\u1eadp trung v\u00e0o c\u00e2u h\u1ecfi, kh\u1ea3 n\u0103ng b\u1ea1n mu\u1ed1n gi\u1edbi thi\u1ec7u [t\u00ean c\u00f4ng ty] cho b\u1ea1n b\u00e8 l\u00e0 g\u00ec? Kh\u00e1ch h\u00e0ng sau \u0111\u00f3 c\u00f3 th\u1ec3 tr\u1ea3 l\u1eddi theo thang \u0111i\u1ec3m t\u1eeb 1 (r\u1ea5t kh\u00f3 x\u1ea3y ra) \u0111\u1ebfn 10 (r\u1ea5t c\u00f3 th\u1ec3). Nh\u1eefng c\u00e2u tr\u1ea3 l\u1eddi t\u00e1ch kh\u00e1ch h\u00e0ng th\u00e0nh ba lo\u1ea1i: ng\u01b0\u1eddi qu\u1ea3ng b\u00e1 (\u0111i\u1ec3m 9-10), ng\u01b0\u1eddi th\u1ee5 \u0111\u1ed9ng (\u0111i\u1ec3m 7-8) v\u00e0 ng\u01b0\u1eddi gi\u00e8m pha (\u0111i\u1ec3m 0-6).<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"478\" src=\"https:\/\/stawell-wordpress.sgp1.cdn.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/NPS-do-luong-su-hai-long-khach-hang.jpg\" alt=\"\" class=\"wp-image-7777\" srcset=\"https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/NPS-do-luong-su-hai-long-khach-hang.jpg 1024w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/NPS-do-luong-su-hai-long-khach-hang.jpg 300w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/NPS-do-luong-su-hai-long-khach-hang.jpg 768w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/NPS-do-luong-su-hai-long-khach-hang.jpg 600w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption>C\u00e1ch t\u00ednh m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng NPS<\/figcaption><\/figure>\n\n\n\n<p>T\u1ed5ng NPS dao \u0111\u1ed9ng t\u1eeb -100 (r\u1ea5t t\u1ec7) \u0111\u1ebfn +100 (r\u1ea5t t\u1ed1t) \u0111\u01b0\u1ee3c t\u00ednh b\u1eb1ng c\u00e1ch tr\u1eeb ph\u1ea7n tr\u0103m trung b\u00ecnh c\u1ee7a c\u00e1c nh\u00e0 qu\u1ea3ng b\u00e1 kh\u1ecfi t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m trung b\u00ecnh c\u1ee7a nh\u1eefng k\u1ebb gi\u00e8m pha. Nh\u00ecn chung, nh\u1eefng k\u1ebb gi\u00e8m pha c\u00f3 xu h\u01b0\u1edbng s\u1eed d\u1ee5ng c\u00e1c t\u00e0i nguy\u00ean h\u1ed7 tr\u1ee3 v\u00e0 th\u01b0\u1eddng d\u1eabn \u0111\u1ebfn vi\u1ec7c \u0111\u00e1nh gi\u00e1 k\u00e9m. Nh\u01b0ng c\u00e1c nh\u00e0 qu\u1ea3ng b\u00e1 l\u00e0 nh\u1eefng ng\u01b0\u1eddi th\u00fac \u0111\u1ea9y l\u1ee3i nhu\u1eadn nh\u01b0 kh\u00e1ch h\u00e0ng d\u00e0i h\u1ea1n v\u00e0 c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng gi\u1edbi thi\u1ec7u c\u00f4ng ty c\u1ee7a b\u1ea1n.<\/p>\n\n\n\n<p>NPS l\u00e0 ch\u1ec9 s\u1ed1 v\u00f4 c\u00f9ng gi\u00e1 tr\u1ecb cho m\u1ed7i doanh nghi\u1ec7p, n\u00f3 c\u00f3 kh\u1ea3 n\u0103ng \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng tr\u00ean nhi\u1ec1u k\u00eanh v\u00e0 nhi\u1ec1u \u0111i\u1ec3m ti\u1ebfp x\u00fac. V\u00ec NPS t\u1eadp trung v\u00e0o d\u00e0i h\u1ea1n, nhi\u1ec1u c\u00f4ng ty g\u1eedi kh\u1ea3o s\u00e1t theo th\u1eddi gian (v\u00ed d\u1ee5: h\u00e0ng qu\u00fd) v\u00e0 l\u1ef1a ch\u1ecdn ng\u1eabu nhi\u00ean kh\u00e1ch h\u00e0ng ch\u1ee9 kh\u00f4ng \u01b0u ti\u00ean kh\u1ea3o s\u00e1t c\u00e1c kh\u00e1ch h\u00e0ng c\u00f3 t\u01b0\u01a1ng t\u00e1c g\u1ea7n \u0111\u00e2y \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c c\u00e1i nh\u00ecn ch\u00e2n th\u1ef1c v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p><strong>M\u1ee5c ti\u00eau c\u1ee7a NPS<\/strong><\/p>\n\n\n\n<p>M\u1ee5c ti\u00eau c\u1ee7a ch\u1ec9 s\u1ed1 NPS l\u00e0 bi\u1ebfn nh\u1eefng k\u1ebb gi\u00e8m pha th\u00e0nh nh\u1eefng ng\u01b0\u1eddi qu\u1ea3ng b\u00e1 trung th\u00e0nh, vui v\u1ebb. C\u00f3 m\u1ed9t s\u1ef1 th\u1eadt r\u1eb1ng kh\u00e1ch h\u00e0ng c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng chia s\u1ebb tr\u1ea3i nghi\u1ec7m ti\u00eau c\u1ef1c h\u01a1n nh\u1eefng \u0111i\u1ec1u t\u00edch c\u1ef1c h\u1ecd c\u00f3 \u0111\u01b0\u1ee3c. V\u00ec v\u1eady, gi\u00e1m s\u00e1t nh\u1eefng kh\u00e1ch h\u00e0ng thu\u1ed9c nh\u00f3m ng\u01b0\u1eddi gi\u00e8m pha v\u00e0 h\u1ed7 tr\u1ee3 h\u1ecd khi c\u1ea7n s\u1ebd gi\u00fap t\u0103ng \u0111i\u1ec3m NPS c\u1ee7a doanh nghi\u1ec7p.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"504\" src=\"https:\/\/stawell-wordpress.sgp1.cdn.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/Net-Promoter-Score-NPS-customer-experience-1024x504.jpg\" alt=\"\" class=\"wp-image-7778\" srcset=\"https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/Net-Promoter-Score-NPS-customer-experience.jpg 1024w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/Net-Promoter-Score-NPS-customer-experience.jpg 300w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/Net-Promoter-Score-NPS-customer-experience.jpg 768w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/Net-Promoter-Score-NPS-customer-experience.jpg 1536w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/Net-Promoter-Score-NPS-customer-experience.jpg 2048w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/Net-Promoter-Score-NPS-customer-experience.jpg 600w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption>Ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng Net Promoter Score (NPS)<\/figcaption><\/figure>\n\n\n\n<p>\u0110\u1ec3 l\u00e0m \u0111i\u1ec1u n\u00e0y, h\u00e3y ch\u00fa \u00fd \u0111\u1ebfn nh\u1eefng l\u1eddi gi\u1ea3i th\u00edch m\u00e0 kh\u00e1ch h\u00e0ng \u0111\u01b0a ra cho b\u1ea1n v\u1ec1 x\u1ebfp h\u1ea1ng c\u1ee7a h\u1ecd. S\u1eed d\u1ee5ng d\u1eef li\u1ec7u \u0111\u1ecbnh t\u00ednh n\u00e0y s\u1ebd gi\u00fap nh\u00f3m c\u1ee7a b\u1ea1n t\u00ecm ra l\u00fd do \u0111\u1eb1ng sau tr\u1ea3i nghi\u1ec7m ti\u00eau c\u1ef1c gi\u00e8m pha v\u00e0 c\u00e1ch b\u1ea1n c\u00f3 th\u1ec3 gi\u00fap h\u1ecd. N\u00f3 c\u0169ng c\u00f3 th\u1ec3 ph\u1ee5c v\u1ee5 nh\u01b0 m\u1ed9t s\u1ef1 t\u0103ng c\u01b0\u1eddng s\u1ef1 t\u1ef1 tin b\u1eb1ng c\u00e1ch cho b\u1ea1n bi\u1ebft ch\u00ednh x\u00e1c l\u00fd do t\u1ea1i sao m\u1ecdi ng\u01b0\u1eddi y\u00eau th\u00edch th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n.<\/p>\n\n\n\n<p>M\u1eb7c d\u00f9 NPS v\u00e0 CSAT kh\u00e1c nhau trong c\u00e1ch ti\u1ebfp c\u1eadn tuy nhi\u00ean ch\u00fang v\u1eabn \u0111ang h\u1ed7 tr\u1ee3 nhau r\u1ea5t hi\u1ec7u qu\u1ea3. K\u1ebft h\u1ee3p ch\u00fang c\u00f9ng nhau \u0111\u1ec3 t\u00ecm ra ph\u01b0\u01a1ng ph\u00e1p gi\u00fap doanh nghi\u1ec7p c\u1ea3i thi\u1ec7n c\u1ea3 s\u1ef1 h\u00e0i l\u00f2ng ng\u1eafn h\u1ea1n v\u00e0 d\u00e0i h\u1ea1n c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3.3. <strong>Customer Effort Score (CES)<\/strong><\/h3>\n\n\n\n<p><a href=\"https:\/\/khaosat.me\/blog\/ces-la-gi\/\">Ch\u1ec9 s\u1ed1 Customer Effort Score (CES)<\/a> l\u00e0 m\u1ed9t lo\u1ea1i kh\u1ea3o s\u00e1t s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 t\u1ea1o ra s\u1ef1 trung th\u00e0nh b\u1eb1ng c\u00e1ch gi\u1ea3m n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng th\u00f4ng qua vi\u1ec7c \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 d\u1ec5 d\u00e0ng tr\u1ea3i nghi\u1ec7m s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5.<\/p>\n\n\n\n<p>C\u00f3 \u0111\u1ebfn 96% nh\u1eefng kh\u00e1ch h\u00e0ng khi tr\u1ea3i qua nh\u1eefng tr\u1ea3i nghi\u1ec7m \u0111\u00f2i h\u1ecfi s\u1ef1 n\u1ed7 l\u1ef1c cao s\u1ebd kh\u00f4ng quay tr\u1edf l\u1ea1i n\u1eefa. \u0110\u00f3 l\u00e0 l\u00fd do t\u1ea1i sao doanh nghi\u1ec7p ph\u1ea3i l\u1eafng nghe t\u1eeb kh\u00e1ch h\u00e0ng khi h\u1ecd th\u1ea5t v\u1ecdng nhi\u1ec1u h\u01a1n b\u00ecnh th\u01b0\u1eddng v\u00e0 kh\u00f4ng \u0111\u1ec3 h\u1ecd ph\u1ea3i ch\u1ecbu \u0111\u1ef1ng trong im l\u1eb7ng.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"504\" src=\"https:\/\/stawell-wordpress.sgp1.cdn.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/Customer-Effort-Score-CES-do-luong-su-hai-long-khach-hang-1024x504.jpg\" alt=\"\" class=\"wp-image-7779\" srcset=\"https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/Customer-Effort-Score-CES-do-luong-su-hai-long-khach-hang.jpg 1024w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/Customer-Effort-Score-CES-do-luong-su-hai-long-khach-hang.jpg 300w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/Customer-Effort-Score-CES-do-luong-su-hai-long-khach-hang.jpg 768w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/Customer-Effort-Score-CES-do-luong-su-hai-long-khach-hang.jpg 1536w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/Customer-Effort-Score-CES-do-luong-su-hai-long-khach-hang.jpg 2048w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/Customer-Effort-Score-CES-do-luong-su-hai-long-khach-hang.jpg 600w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption>Ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng Customer Effort Score (CES)<\/figcaption><\/figure>\n\n\n\n<p>\u0110\u01b0\u1ee3c t\u1ea1o ra v\u00e0o n\u0103m 2010, ch\u1ec9 s\u1ed1 Customer Effort Score kh\u00e1 m\u1edbi \u0111\u1ed1i v\u1edbi b\u1ed1i c\u1ea3nh nh\u01b0ng ng\u00e0y c\u00e0ng tr\u1edf n\u00ean ph\u1ed5 bi\u1ebfn h\u01a1n. Th\u1eddi gian ch\u1edd \u0111\u1ee3i l\u00e2u, \u0111\u1ecba \u0111i\u1ec3m mua h\u00e0ng xa, kh\u00f3 li\u00ean l\u1ea1c \u0111\u01b0\u1ee3c v\u1edbi nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3,&#8230;. \u0110\u00f3 ch\u00ednh l\u00e0 nh\u1eefng g\u00ec c\u1ea7n c\u1ea3i thi\u1ec7n.<\/p>\n\n\n\n<p>Ch\u1ec9 s\u1ed1 CES \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 d\u1ec5 (ho\u1eb7c kh\u00f3) c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd theo thang \u0111i\u1ec3m r\u1ea5t kh\u00f3 (1) \u0111\u1ebfn r\u1ea5t d\u1ec5 (7).&nbsp;<\/p>\n\n\n\n<p>Ph\u1ee9c t\u1ea1p h\u01a1n NPS v\u00e0 CSAT, CES l\u00e0 m\u1ed9t s\u1ed1 li\u1ec7u d\u00e0i h\u1ea1n r\u1ea5t t\u1ed1t trong vi\u1ec7c d\u1ef1 \u0111o\u00e1n h\u00e0nh vi c\u1ee7a kh\u00e1ch h\u00e0ng trong t\u01b0\u01a1ng lai. Tr\u00ean th\u1ef1c t\u1ebf, m\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a Harvard Business Review \u0111\u00e3 ti\u1ebft l\u1ed9 r\u1eb1ng ch\u1ec9 s\u1ed1 CES c\u00f3 s\u1ee9c m\u1ea1nh d\u1ef1 \u0111o\u00e1n m\u1ea1nh m\u1ebd h\u01a1n khi n\u00f3i \u0111\u1ebfn l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng so v\u1edbi CSAT v\u00e0 NPS.<\/p>\n\n\n\n<p class=\"highlight\">So s\u00e1nh: <a href=\"https:\/\/khaosat.me\/blog\/so-sanh-nps-csat-ces\/\"><strong>NPS, CSAT, CES &#8211; \u0110\u00e2u l\u00e0 ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t?<\/strong><\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">4. L\u00e0m th\u1ec3 n\u00e0o \u0111\u1ec3 x\u00e2y d\u1ef1ng h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi?<\/h2>\n\n\n\n<p class=\"highlight\"> Theo ph\u01b0\u01a1ng tr\u00ecnh: <strong>Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (Customer Experience) <\/strong>= Experience (Tr\u1ea3i nghi\u1ec7m th\u1ef1c t\u1ebf) &#8211; Expectation (K\u1ef3 v\u1ecdng ban \u0111\u1ea7u)<\/p>\n\n\n\n<p>Ch\u00fang ta s\u1ebd d\u1ec5 d\u00e0ng t\u00ecm \u0111\u01b0\u1ee3c c\u00e2u tr\u1ea3 l\u1eddi cho c\u00e2u h\u1ecfi <strong>\u201cL\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (TNKH) t\u1ed1t?\u201d<\/strong>. \u0110\u1ec3 t\u1ea1o ra TNKH t\u1ed1t th\u00ec ch\u1ec9 c\u1ea7n <strong>A LITTLE MORE THAN EXPECTATION<\/strong> &#8211; t\u1ee9c l\u00e0 h\u00e3y t\u1eb7ng cho kh\u00e1ch h\u00e0ng m\u1ed9t ch\u00fat ng\u1ea1c nhi\u00ean h\u01a1n nh\u1eefng g\u00ec h\u1ecd mong \u0111\u1ee3i th\u00ec s\u1ebd t\u1ea1o \u0111\u01b0\u1ee3c \u1ea5n t\u01b0\u1ee3ng t\u1ed1t v\u1ec1 s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh. Tuy nhi\u00ean \u0111\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c chuy\u1ec7n n\u00e0y th\u00ec tr\u01b0\u1edbc ti\u00ean doanh ch\u1ee7 ph\u1ea3i tr\u1ea3 l\u1eddi \u0111\u01b0\u1ee3c 2 c\u00e2u h\u1ecfi.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>\u0110\u00e2u l\u00e0 nh\u1eefng \u0111i\u1ec3m ch\u1ea1m kh\u00e1ch h\u00e0ng hay c\u00f2n hi\u1ec3u l\u00e0 <strong>th\u1eddi \u0111i\u1ec3m ti\u1ebfp x\u00fac gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 doanh nghi\u1ec7p<\/strong> (Touch points) trong <strong>h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u00eam kh\u00e1ch h\u00e0ng<\/strong> (Customer journeys) \u1edf d\u1ecbch v\u1ee5\/s\u1ea3n ph\u1ea9m?<\/li><li>K\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng m\u00ecnh l\u00e0 g\u00ec?<\/li><\/ul>\n\n\n\n<p>T\u1ea1i sao ph\u1ea3i v\u1ebd ra <strong>h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng?<\/strong> M\u1ed9t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t l\u00e0 t\u1eadp h\u1ee3p c\u1ee7a nhi\u1ec1u k\u1ef3 v\u1ecdng \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng t\u1ea1i c\u00e1c \u0111i\u1ec3m ch\u1ea1m kh\u00e1ch h\u00e0ng. <\/p>\n\n\n\n<p>B\u1ea1n kh\u00f4ng th\u1ec3 n\u00e0o b\u1ecf v\u00e0o ph\u00f2ng c\u1ee7a 1 kh\u00e1ch s\u1ea1n 5 sao 1 c\u00e1i gi\u01b0\u1eddng \u0111\u1eb9p nh\u01b0 c\u1ee7a vua ch\u00faa nh\u01b0ng xung quanh l\u1ea1i l\u00e0 nh\u1eefng b\u00e0n t\u1ee7 c\u0169 n\u00e1t v\u00e0 nh\u00e2n vi\u00ean th\u00ec th\u00f4 l\u1ed7 r\u1ed3i t\u1ef1 tin r\u1eb1ng \u0111\u00e3 \u0111em l\u1ea1i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t \u0111\u01b0\u1ee3c. <\/p>\n\n\n\n<p>\u0110\u1ec3 v\u1ebd \u0111\u01b0\u1ee3c b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u00ec b\u1ea1n ch\u1ec9 c\u1ea7n scan l\u1ea1i to\u00e0n b\u1ed9 c\u00e1c quy tr\u00ecnh d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh v\u00e0 li\u1ec7t k\u00ea h\u1ebft nh\u1eefng \u0111i\u1ec3m m\u00e0 doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng ti\u1ebfp x\u00fac nhau. <\/p>\n\n\n\n<p>Khi \u0111\u00e3 c\u00f3 h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng b\u1ea1n s\u1ebd h\u1ec7 th\u1ed1ng l\u1ea1i \u0111\u01b0\u1ee3c \u0111\u00e2u l\u00e0 nh\u1eefng \u0111i\u1ec3m ch\u1ea1m quan tr\u1ecdng m\u00ecnh c\u1ea7n c\u1ea3i thi\u1ec7n v\u00e0 ph\u00e1t tri\u1ec3n chi\u1ebfn l\u01b0\u1ee3c t\u1ea1o ng\u1ea1c nhi\u00ean cho kh\u00e1ch h\u00e0ng t\u1ea1i nh\u1eefng \u0111i\u1ec3m ch\u1ea1m quan tr\u1ecdng.<\/p>\n\n\n\n<p>T\u1edbi \u0111\u00e2y b\u1ea1n \u0111\u00e3 \u0111i \u0111\u01b0\u1ee3c 30% qu\u00e3ng \u0111\u01b0\u1eddng trong h\u00e0nh tr\u00ecnh x\u00e2y d\u1ef1ng Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">4.1. C\u00e1ch t\u00ecm ra k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n<p>\u0110\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u00eam kh\u00e1ch h\u00e0ng th\u00ec b\u01b0\u1edbc n\u00e0y l\u00e0 b\u01b0\u1edbc kh\u00f3 kh\u0103n nh\u1ea5t. C\u00f3 2 c\u00e1ch \u0111\u1ec3 th\u1ef1c hi\u1ec7n \u0111\u1ec3 b\u1ea1n t\u00ecm ra c\u00e2u tr\u1ea3 l\u1eddi cho c\u00e2u h\u1ecfi tr\u00ean:<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li>Ch\u1ee7 \u0111\u1ed9ng gieo r\u1eafc v\u00e0 x\u00e2y d\u1ef1ng k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li><li>H\u1ecfi tr\u1ef1c ti\u1ebfp k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng qua c\u00e1c kh\u1ea3o s\u00e1t.<\/li><\/ol>\n\n\n\n<h4 class=\"wp-block-heading\">4.1.1. Ch\u1ee7 \u0111\u1ed9ng gieo r\u1eafc v\u00e0 x\u00e2y d\u1ef1ng k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng<\/h4>\n\n\n\n<p>\u001d\u0110\u1eebng \u0111\u1ec3 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n t\u01b0\u1edfng t\u01b0\u1ee3ng qu\u00e1 nhi\u1ec1u khi\u1ebfn cho k\u1ef3 v\u1ecdng v\u01b0\u1ee3t qu\u00e1 m\u1ee9c th\u1ef1c t\u1ebf v\u00e0 r\u1ed3i h\u1ecd s\u1ebd th\u1ea5t v\u1ecdng khi g\u1eb7p b\u1ea1n. H\u00e3y ch\u1eb7n \u0111\u1ee9ng \u0111i\u1ec1u \u0111\u00f3 b\u1eb1ng c\u00e1c h\u00ecnh \u1ea3nh th\u1ef1c t\u1ebf hay m\u00f4 t\u1ea3 chi ti\u1ebft nh\u1eefng \u0111i\u1ec3m t\u1ed1t v\u00e0 ch\u01b0a t\u1ed1t \u0111\u1ec3 kh\u00e1ch h\u00e0ng hi\u1ec3u \u0111\u01b0\u1ee3c. H\u00e3y xem v\u00ed d\u1ee5 v\u1ec1 m\u1ed9t s\u1ea3n ph\u1ea9m t\u1ea1i m\u1ed9t trang \u0111\u1ea5u gi\u00e1 c\u1ee7a Nh\u1eadt.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"450\" src=\"https:\/\/stawell-wordpress.sgp1.cdn.digitaloceanspaces.com\/wp-content\/uploads\/2019\/06\/trai-nghiem-nguoi-dung-trang-dau-gia-cua-nhat-min-1024x450.png\" alt=\"H\u00e0nh tr\u00ecnh x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\" class=\"wp-image-4978\" srcset=\"https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2019\/06\/trai-nghiem-nguoi-dung-trang-dau-gia-cua-nhat-min.png 1024w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2019\/06\/trai-nghiem-nguoi-dung-trang-dau-gia-cua-nhat-min.png 300w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2019\/06\/trai-nghiem-nguoi-dung-trang-dau-gia-cua-nhat-min.png 768w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2019\/06\/trai-nghiem-nguoi-dung-trang-dau-gia-cua-nhat-min.png 600w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2019\/06\/trai-nghiem-nguoi-dung-trang-dau-gia-cua-nhat-min.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption>S\u1ea3n ph\u1ea9m t\u00fai x\u00e1ch tr\u00ean trang \u0111\u1ea5u gi\u00e1 c\u1ee7a Nh\u1eadt (page.auctions.yahoo.co.jp)<\/figcaption><\/figure>\n\n\n\n<p>Ngo\u00e0i nh\u1eefng h\u00ecnh \u1ea3nh lung linh v\u1ec1 s\u1ea3n ph\u1ea9m th\u00ec c\u0169ng c\u00f3 nh\u1eefng h\u00ecnh \u1ea3nh n\u00f3i r\u00f5 r\u1eb1ng t\u00fai n\u00e0y b\u1ecb l\u1ed7i nh\u01b0 v\u1ea7y n\u00e8 v\u00e0 b\u1ecb h\u01b0 nh\u01b0 th\u1ebf n\u00e0y n\u00e8 \u0111\u1ec3 kh\u00e1ch h\u00e0ng c\u00e2n nh\u1eafc. T\u1ea1i sao ng\u01b0\u1eddi b\u00e1n ph\u1ea3i l\u00e0m v\u1eady? V\u00ec \u0111\u01a1n gi\u1ea3n h\u1ecd \u0111ang x\u00e2y d\u1ef1ng l\u1ea1i k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 khi kh\u00e1ch h\u00e0ng nh\u1eadn \u0111\u01b0\u1ee3c s\u1ea3n ph\u1ea9m h\u1ecd s\u1ebd kh\u00f4ng khi\u1ebfu n\u1ea1i l\u00e0 ng\u01b0\u1eddi b\u00e1n \u0111ang l\u1eeba \u0111\u1ea3o h\u1ecd. L\u00fac n\u00e0y kh\u00e1ch h\u00e0ng mua m\u1ed9t s\u1ea3n ph\u1ea9m kh\u00f4ng ho\u00e0n h\u1ea3o nh\u01b0ng h\u1ecd l\u1ea1i h\u00e0i l\u00f2ng v\u1edbi n\u00f3 v\u00e0 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u1eabn t\u1ed1t \u0111\u1eb9p.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">4.1.2. H\u1ecfi tr\u1ef1c ti\u1ebfp k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng qua c\u00e1c kh\u1ea3o s\u00e1t<\/h4>\n\n\n\n<p>V\u1edbi c\u00e1ch 2, b\u1ea1n h\u00e3y h\u1ecfi kh\u00e1ch h\u00e0ng nh\u1eefng k\u1ef3 v\u1ecdng c\u1ee7a h\u1ecd l\u00e0 g\u00ec \u0111\u1ec3 b\u1ea1n c\u1ea3i thi\u1ec7n d\u1ecbch v\u1ee5\/s\u1ea3n ph\u1ea9m nh\u1eb1m \u0111\u00e1p \u1ee9ng cho nh\u1eefng k\u1ef3 v\u1ecdng \u0111\u00f3. Kh\u1ea3o s\u00e1t s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng gi\u00fap kh\u00e1m ph\u00e1 xem kh\u00e1ch h\u00e0ng c\u00f3 h\u00e0i l\u00f2ng hay kh\u00f4ng h\u00e0i l\u00f2ng v\u1edbi c\u00e1c s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 nh\u1eadn \u0111\u01b0\u1ee3c t\u1eeb c\u00f4ng ty. T\u1eeb \u0111\u00f3 ph\u00e2n t\u00edch xem doanh nghi\u1ec7p c\u1ea7n th\u1ef1c hi\u1ec7n nh\u1eefng thay \u0111\u1ed5i g\u00ec trong ho\u1ea1t \u0111\u1ed9ng kinh doanh \u0111\u1ec3 ph\u00e1t tri\u1ec3n.<\/p>\n\n\n\n<p>C\u00e1ch n\u00e0y \u0111\u00f2i h\u1ecfi b\u1ea1n ph\u1ea3i thi\u1ebft k\u1ebf \u0111\u01b0\u1ee3c nh\u1eefng b\u1ea3ng kh\u1ea3o s\u00e1t \u0111\u1ee7 kh\u00e9o l\u00e9o v\u00e0 tinh t\u1ebf \u0111\u1ec3 thu \u0111\u01b0\u1ee3c nh\u1eefng c\u00e2u tr\u1ea3 l\u1eddi chi ti\u1ebft nh\u1ea5t. H\u00e3y d\u00e0nh m\u1ed9t ph\u1ea7n ng\u00e2n s\u00e1ch cho vi\u1ec7c n\u00e0y v\u00ec n\u00f3 quan tr\u1ecdng v\u00e0 n\u00ean l\u00e0m th\u01b0\u1eddng xuy\u00ean v\u00ec k\u1ef3 v\u1ecdng m\u1ed7i kh\u00e1ch h\u00e0ng m\u1ed7i kh\u00e1c v\u00e0 k\u1ef3 v\u1ecdng s\u1ebd thay \u0111\u1ed5i theo th\u1ecb tr\u01b0\u1eddng m\u1ed7i ng\u00e0y do t\u00e1c \u0111\u1ed9ng t\u1eeb \u0111\u1ed1i th\u1ee7 c\u1ee7a b\u1ea1n v\u00e0 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<iframe loading=\"lazy\" width=\"100%\" height=\"500px\" src=\"https:\/\/khaosat.me\/embed\/survey\/customer-survey-d3b3a7b\" frameborder=\"0\" allowfullscreen=\"\"><\/iframe>\n\n\n\n<p class=\"has-text-align-center\"><a href=\"https:\/\/khaosat.me\/blog\/he-thong-danh-gia-su-hai-long-khach-hang\/\"><strong>X\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 v\u1edbi Khaosat.me \u2191<\/strong><\/a><\/p>\n\n\n\n<p>T\u1edbi b\u01b0\u1edbc n\u00e0y b\u1ea1n \u0111\u00e3 \u0111i \u0111\u01b0\u1ee3c 70% qu\u00e3ng \u0111\u01b0\u1eddng trong h\u00e0nh tr\u00ecnh x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. B\u01b0\u1edbc cu\u1ed1i c\u00f9ng ch\u00ednh l\u00e0 duy tr\u00ec v\u00e0 qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch b\u1eb1ng h\u1ec7 th\u1ed1ng.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">4.2. Ph\u01b0\u01a1ng ph\u00e1p thu th\u1eadp ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3<\/h3>\n\n\n\n<p>Hai v\u1ea5n \u0111\u1ec1 m\u00e0 \u0111a s\u1ed1 c\u00e1c doanh nghi\u1ec7p khi tri\u1ec3n khai qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u01b0\u1eddng g\u1eb7p ph\u1ea3i:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Kh\u00f4ng t\u1ea1o \u0111\u01b0\u1ee3c \u0111\u1ed9ng l\u1ef1c \u0111\u1ec3 kh\u00e1ch h\u00e0ng h\u00ecnh th\u00e0nh th\u00f3i quen \u0111\u00e1nh gi\u00e1 cho s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5.<\/li><li>Kh\u00f4ng c\u00f3 m\u1ed9t h\u1ec7 th\u1ed1ng \u0111\u1ed3ng b\u1ed9 v\u00e0 t\u1ef1 \u0111\u1ed9ng \u0111\u1ec3 gi\u00fap c\u1ea5p qu\u1ea3n l\u00fd c\u00f3 th\u1ec3 ti\u1ebfp c\u1eadn tr\u1ef1c ti\u1ebfp v\u00e0 nhanh ch\u00f3ng \u0111\u1ebfn ph\u00e0n n\u00e0n c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li><\/ul>\n\n\n\n<p>Theo kh\u1ea3o s\u00e1t \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n v\u00e0o th\u00e1ng 3 n\u0103m 2019 c\u1ee7a<a href=\"http:\/\/khaosat.me\"> khaosat.me<\/a> v\u1edbi 2000 ng\u01b0\u1eddi t\u1ea1i TP. H\u1ed3 Ch\u00ed Minh v\u00e0 H\u00e0 N\u1ed9i \u0111\u00e3 thu \u0111\u01b0\u1ee3c k\u1ebft qu\u1ea3 <strong>Top 3 l\u00fd do kh\u00e1ch h\u00e0ng kh\u00f4ng ph\u00e0n n\u00e0n v\u1edbi doanh nghi\u1ec7p<\/strong> l\u00e0 v\u00ec:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>68% kh\u00e1ch h\u00e0ng ngh\u0129 r\u1eb1ng \u00fd ki\u1ebfn c\u1ee7a h\u1ecd s\u1ebd kh\u00f4ng \u0111\u01b0\u1ee3c l\u1eafng nghe ho\u1eb7c kh\u00f4ng \u0111\u1ebfn \u0111\u01b0\u1ee3c ng\u01b0\u1eddi c\u00f3 tr\u00e1ch nhi\u1ec7m. <\/li><li>47% n\u00f3i r\u1eb1ng quy tr\u00ecnh \u0111\u1ec3 g\u1eedi \u00fd ki\u1ebfn qu\u00e1 ph\u1ee9c t\u1ea1p v\u00e0 t\u1ed1n nhi\u1ec1u th\u1eddi gian c\u1ee7a h\u1ecd.<\/li><li>32% n\u00f3i r\u1eb1ng do b\u1ea1n kh\u00f4ng bao gi\u1edd h\u1ecfi h\u1ecd n\u00ean h\u1ecd kh\u00f4ng bi\u1ebft ph\u1ea3i ph\u1ea3n h\u1ed3i nh\u01b0 th\u1ebf n\u00e0o.<\/li><\/ul>\n\n\n\n<p><strong>V\u1eady l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c \u0111\u00f3ng g\u00f3p \u00fd ki\u1ebfn cho doanh nghi\u1ec7p?<\/strong><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">4.2.1. Gia t\u0103ng s\u1ef1 hi\u1ec7n di\u1ec7n c\u1ee7a b\u1ea3ng kh\u1ea3o s\u00e1t <\/h4>\n\n\n\n<p>Gia t\u0103ng s\u1ef1 hi\u1ec7n di\u1ec7n c\u1ee7a b\u1ea3ng kh\u1ea3o s\u00e1t nh\u01b0 s\u1eed d\u1ee5ng m\u00e1y t\u00ednh b\u1ea3ng \u0111\u1ec3 kh\u1ea3o s\u00e1t t\u1ea1i qu\u1ea7y hay d\u00f9ng QR code \u0111\u1ec3 m\u00e3 ho\u00e1 \u0111\u01b0\u1eddng d\u1eabn kh\u1ea3o s\u00e1t v\u00e0 in tr\u00ean bill, in tr\u00ean b\u00e0n, in tr\u00ean c\u1eeda, in \u1edf b\u00e3i g\u1eedi xe hay th\u1eadm ch\u00ed in trong toilet \u0111\u1ec3 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 ph\u00e0n n\u00e0n b\u1ea5t c\u1ee9 l\u00fac n\u00e0o.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">4.2.2. K\u1ebft h\u1ee3p ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn m\u00e3i<\/h4>\n\n\n\n<p>K\u1ebft h\u1ee3p ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn m\u00e3i, b\u1ed1c th\u0103m tr\u00fang th\u01b0\u1edfng \u0111\u1ec3 khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1 v\u1ec1 b\u1ea1n. H\u00e3y cho kh\u00e1ch h\u00e0ng bi\u1ebft h\u1ecd s\u1ebd \u0111\u01b0\u1ee3c tham gia ch\u01b0\u01a1ng tr\u00ecnh b\u1ed1c th\u0103m v\u00e0o cu\u1ed1i th\u00e1ng n\u00e0y v\u1edbi gi\u1ea3i th\u01b0\u1edfng X sau khi h\u1ecd ho\u00e0n t\u1ea5t phi\u1ebfu \u0111\u00e1nh gi\u00e1 ng\u1eafn. Hay ngay khi k\u1ebft th\u00fac kh\u1ea3o s\u00e1t h\u1ecd s\u1ebd nh\u1eadn \u0111\u01b0\u1ee3c voucher gi\u1ea3m gi\u00e1 10% v\u00e0o email cho l\u1ea7n mua t\u1edbi. C\u00e1ch n\u00e0y s\u1ebd gi\u00fap doanh nghi\u1ec7p v\u1eeba c\u00f3 \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1, v\u1eeba t\u1ea1o \u0111\u01b0\u1ee3c s\u1ef1 t\u00f4n tr\u1ecdng \u1edf kh\u00e1ch h\u00e0ng v\u00e0 s\u1ebd l\u00f4i k\u00e9o h\u1ecd quay l\u1ea1i v\u1edbi phi\u1ebfu gi\u1ea3m gi\u00e1 l\u1ea7n mua t\u1edbi.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">4.2.3. L\u1eafng nghe v\u00e0 ph\u1ea3n h\u1ed3i nhanh ch\u00f3ng<\/h4>\n\n\n\n<p>H\u00e3y ph\u1ea3n h\u1ed3i ngay v\u1edbi kh\u00e1ch h\u00e0ng khi nh\u1eadn \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 \u0111\u1ec3 th\u1ec3 hi\u1ec7n b\u1ea1n l\u1eafng nghe h\u1ecd v\u00e0 b\u1ea1n c\u00f3 tr\u00e1ch nhi\u1ec7m s\u1ebd gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 cho h\u1ecd. 100 l\u1eddi khen kh\u00f4ng gi\u00e1 tr\u1ecb b\u1eb1ng 1 l\u1eddi ph\u00e0n n\u00e0n, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 b\u1ea1n bi\u1ebft \u0111\u01b0\u1ee3c v\u1ea5n \u0111\u1ec1 g\u00ec \u0111ang t\u1ed3n t\u1ea1i trong d\u1ecbch v\u1ee5 v\u00e0 s\u1edbm gi\u1ea3i quy\u1ebft \u0111\u1ec3 \u0111\u00e1p \u1ee9ng k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng tr\u01b0\u1edbc khi h\u1ecd b\u1ecf b\u1ea1n ra \u0111i.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">5. H\u1ec7 th\u1ed1ng qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (customer experience management)<\/h2>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/stawell-wordpress.sgp1.cdn.digitaloceanspaces.com\/wp-content\/uploads\/2019\/06\/trai-nghiem-nguoi-dung-customer-experience-min-1024x576.png\" alt=\"Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng customer experience l\u00e0 g\u00ec\" class=\"wp-image-4979\" srcset=\"https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2019\/06\/trai-nghiem-nguoi-dung-customer-experience-min.png 1024w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2019\/06\/trai-nghiem-nguoi-dung-customer-experience-min.png 300w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2019\/06\/trai-nghiem-nguoi-dung-customer-experience-min.png 768w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2019\/06\/trai-nghiem-nguoi-dung-customer-experience-min.png 1200w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2019\/06\/trai-nghiem-nguoi-dung-customer-experience-min.png 960w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2019\/06\/trai-nghiem-nguoi-dung-customer-experience-min.png 600w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2019\/06\/trai-nghiem-nguoi-dung-customer-experience-min.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>T\u1ea5t c\u1ea3 nh\u1eefng g\u00ec b\u1ea1n x\u00e2y d\u1ef1ng l\u00ean m\u00e0 kh\u00f4ng \u0111\u01b0\u1ee3c qu\u1ea3n tr\u1ecb t\u1ed1t v\u00e0 duy tr\u00ec th\u00ec s\u1ebd s\u1edbm s\u1ee5p \u0111\u1ed5. N\u1ebfu b\u1ea1n kh\u00f4ng c\u00f3 h\u1ec7 th\u1ed1ng qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, b\u1ea1n s\u1ebd kh\u00f4ng th\u1ec3 bi\u1ebft \u0111\u01b0\u1ee3c nh\u1eefng l\u1ed7 h\u1ed5ng trong d\u1ecbch v\u1ee5\/s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n. Vi\u1ec7c qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng s\u1ebd bao g\u1ed3m:<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li>\u0110\u1ecbnh k\u1ef3 \u0111\u00e1nh gi\u00e1 tr\u1ea3i nghi\u1ec7m b\u1eb1ng c\u00e1c ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/li><li>Li\u00ean t\u1ee5c t\u00ecm hi\u1ec3u k\u1ef3 v\u1ecdng kh\u00e1ch h\u00e0ng<\/li><li>C\u1ea3i thi\u1ec7n nh\u1eefng tr\u1ea3i nghi\u1ec7m ch\u01b0a t\u1ed1t t\u1ea1i c\u00e1c \u0111i\u1ec3m ch\u1ea1m kh\u00e1ch h\u00e0ng<\/li><\/ol>\n\n\n\n<p>H\u1ec7 th\u1ed1ng qu\u1ea3n tr\u1ecb kh\u00e1ch h\u00e0ng hay Customer Experience Management, v\u1ec1 b\u1ea3n ch\u1ea5t th\u00ec n\u00f3 ch\u00ednh l\u00e0 vi\u1ec7c g\u1eedi kh\u1ea3o s\u00e1t \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 v\u00e0 \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng r\u1ed3i th\u1ed1ng k\u00ea l\u1ea1i k\u1ebft qu\u1ea3 v\u00e0 sau \u0111\u00f3 ph\u00e2n t\u00edch \u0111\u1ec3 \u0111\u01b0a ra h\u01b0\u1edbng gi\u1ea3i quy\u1ebft.<\/p>\n\n\n\n<p class=\"highlight\"> N\u1ebfu Anh\/Ch\u1ecb \u0111ang t\u00ecm ki\u1ebfm m\u1ed9t <strong>gi\u1ea3i ph\u00e1p ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/strong> (customer experience platform) chu\u1ea9n ch\u1ec9nh, v\u1eeba c\u00f3 <strong>h\u1ec7 th\u1ed1ng kh\u1ea3o s\u00e1t<\/strong> t\u00ecm ra k\u1ef3 v\u1ecdng kh\u00e1ch h\u00e0ng, v\u1eeba c\u00f3 <strong>h\u1ec7 th\u1ed1ng x\u1eed l\u00fd khi\u1ebfu n\u1ea1i<\/strong> gi\u00fap ph\u1ea3n h\u1ed3i v\u00e0 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng khi c\u1ea7n th\u00ec h\u00e3y g\u1ecdi ngay \u0111\u1ebfn s\u1ed1 <strong>Hotline 0837.12.32.32<\/strong> \u0111\u1ec3 \u0111\u01b0\u1ee3c t\u01b0 v\u1ea5n t\u1eadn t\u00ecnh nh\u1ea5t!<br><br>Xem chi ti\u1ebft: <a href=\"https:\/\/khaosat.me\/blog\/he-thong-danh-gia-su-hai-long-khach-hang\/\"><strong>C\u00e1c t\u00ednh n\u0103ng c\u1ee7a h\u1ec7 th\u1ed1ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng (CX)<\/strong><\/a><\/p>\n\n\n<div style=\"border-radius: 4px; border: 1px solid #0fd47b; display: flex; flex-direction: column; margin-bottom: 1rem\">\r\n<div style=\"background-image: linear-gradient(-30deg, #42E695, #3BB2B8); border-top-left-radius: 4px; border-top-right-radius: 4px; color: white; padding: 1rem;\">H\u00e3y <strong> HI\u1ec2U KH\u00c1CH H\u00c0NG <\/strong> tr\u01b0\u1edbc khi <strong> \u0110\u1ed0I TH\u1ee6 <\/strong> c\u1ee7a b\u1ea1n l\u00e0m \u0111i\u1ec1u \u0111\u00f3!<\/div>\r\n<strong style=\"padding: 1rem 1rem 0 1rem;\">Khaosat.me - L\u1eafng nghe \u0111\u1ec3 th\u00e0nh c\u00f4ng<\/strong>\r\n<div style=\"padding: 0.5rem\">\r\n<ul style=\"margin: 0\">\r\n<li>Hotline: <strong>0837 12 32 32<\/strong><\/li>\r\n<li>Email: support@khaosat.me<\/li>\r\n<li>Website: <a href= \" https:\/\/khaosat.me\/ \" > Khaosat.me <\/a><\/li>\r\n<\/ul>\r\n<\/div>\r\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">6. <strong>K\u1ebft lu\u1eadn<\/strong><\/h2>\n\n\n\n<p>Ng\u00e0y nay, c\u00e2u h\u1ecfi &#8220;c\u00f3 n\u00ean th\u1ef1c hi\u1ec7n nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng hay kh\u00f4ng?&#8221; kh\u00f4ng c\u00f2n ph\u00f9 h\u1ee3p n\u1eefa, thay v\u00e0o \u0111\u00f3 l\u00e0 vi\u1ec7c l\u1ef1a ch\u1ecdn c\u00e1ch th\u1ee9c, ph\u01b0\u01a1ng ph\u00e1p nghi\u00ean c\u1ee9u ph\u00f9 h\u1ee3p \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c \u0111\u00edch. C\u1ea3 3 ch\u1ec9 s\u1ed1 CSAT, NPS v\u00e0 CES \u0111\u1ec1u r\u1ea5t h\u1eefu \u00edch trong vi\u1ec7c \u0111\u00e1nh gi\u00e1 s\u1ef1 ph\u00e1t tri\u1ec3n b\u1ec1n v\u1eefng c\u1ee7a doanh nghi\u1ec7p c\u1ea3 v\u1ec1 ng\u1eafn h\u1ea1n v\u00e0 d\u00e0i h\u1ea1n. Nh\u1eefng th\u00f4ng tin h\u1eefu \u00edch thu \u0111\u01b0\u1ee3c t\u1eeb nghi\u00ean c\u1ee9u s\u1ebd gi\u00fap doanh nghi\u1ec7p \u0111\u01b0a ra c\u00e1c quy\u1ebft \u0111\u1ecbnh hi\u1ec7u qu\u1ea3 \u0111\u1ec3 n\u00e2ng cao m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng t\u1eeb \u0111\u00f3 gia t\u0103ng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u m\u00e0 b\u1ea5t c\u1ee9 doanh nghi\u1ec7p n\u00e0o c\u0169ng mong mu\u1ed1n.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>C\u00f3 qu\u00e1 nhi\u1ec1u kh\u00e1i ni\u1ec7m v\u1ec1 Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hay Customer Experience tr\u00ean m\u1ea1ng nh\u01b0ng l\u1ea1i r\u1ea5t&#8230;<\/p>\n","protected":false},"author":2,"featured_media":4979,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[29,1860],"tags":[],"yst_prominent_words":[1126,221,185,329,330,225,215,331,230,217,222,216,102],"class_list":["post-4977","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc","category-trai-nghiem-khach-hang-cx","content-wrap"],"_links":{"self":[{"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/posts\/4977","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/comments?post=4977"}],"version-history":[{"count":92,"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/posts\/4977\/revisions"}],"predecessor-version":[{"id":10085,"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/posts\/4977\/revisions\/10085"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/media\/4979"}],"wp:attachment":[{"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/media?parent=4977"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/categories?post=4977"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/tags?post=4977"},{"taxonomy":"yst_prominent_words","embeddable":true,"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/yst_prominent_words?post=4977"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}