{"id":14931,"date":"2022-03-25T17:47:05","date_gmt":"2022-03-25T10:47:05","guid":{"rendered":"https:\/\/dtmconsulting.vn\/?p=14931"},"modified":"2023-11-21T16:29:10","modified_gmt":"2023-11-21T09:29:10","slug":"trai-nghiem-khach-hang","status":"publish","type":"post","link":"https:\/\/dtmconsulting.vn\/en\/trai-nghiem-khach-hang\/","title":{"rendered":"C\u00e1ch t\u1ed1i \u01b0u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng cho m\u1ecdi doanh nghi\u1ec7p t\u1ea1i Vi\u1ec7t Nam"},"content":{"rendered":"<p><b>T\u1ed1i \u01b0u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng &#8211; C\u1ea7n thi\u1ebft nh\u01b0ng c\u0169ng \u0111\u1ea7y th\u00e1ch th\u1ee9c v\u1edbi m\u1ecdi doanh nghi\u1ec7p<\/b><\/p>\n<p><i><span style=\"font-weight: 400;\">T\u1ed1i \u01b0u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 gi\u00fap c\u1ea3i thi\u1ec7n <a href=\"https:\/\/dtmconsulting.vn\/en\/muc-do-nhan-biet-thuong-hieu\/\">m\u1ee9c \u0111\u1ed9 nh\u1eadn bi\u1ebft th\u01b0\u01a1ng hi\u1ec7u<\/a> cao h\u01a1n m\u00e0 t\u1eeb \u0111\u00f3 c\u0169ng gi\u00fap t\u0103ng \u0111\u01b0\u1ee3c t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng c\u0169ng nh\u01b0 t\u1ef7 l\u1ec7 h\u00e0i l\u00f2ng c\u1ee7a h\u1ecd. <\/span><\/i><i>Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 hi\u1ec7u qu\u1ea3 c\u1ee7a s\u1ef1 t\u01b0\u01a1ng t\u00e1c gi\u1eefa m\u1ed9t c\u00e1 nh\u00e2n v\u00e0 m\u1ed9t th\u00e0nh ph\u1ea7n, trong \u0111\u00f3, th\u00e0nh ph\u1ea7n \u0111\u00f3 c\u00f3 th\u1ec3 l\u00e0 b\u1ea5t c\u1ee9 th\u1ee9 g\u00ec &#8211; th\u01b0\u01a1ng hi\u1ec7u, trang web, s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5, tin nh\u1eafn, email, th\u00f4ng b\u00e1o ho\u1eb7c th\u1eadm ch\u00ed l\u00e0 m\u1ed9t c\u00e1 nh\u00e2n &#8211; nh\u00e2n vi\u00ean, qu\u1ea3n l\u00fd ti\u1ebfp x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng.\u00a0<\/i><\/p>\n<h2><b>Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (Customer Experience) l\u00e0 g\u00ec?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">M\u1ed9t quan \u0111i\u1ec3m \u0111\u01b0\u1ee3c \u1ee7ng h\u1ed9 v\u00e0 \u0111\u1ed3ng t\u00ecnh nhi\u1ec1u nh\u1ea5t v\u1ec1 kh\u00e1i ni\u1ec7m n\u00e0y l\u00e0 c\u1ee7a Pine v\u00e0 Gilmore (1999), cho r\u1eb1ng: \u201c<\/span><i><span style=\"font-weight: 400;\">Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 t\u1ed5ng th\u1ec3 t\u1ea5t c\u1ea3 nh\u1eefng tr\u1ea3i nghi\u1ec7m m\u00e0 m\u1ed9t kh\u00e1ch h\u00e0ng c\u00f3 \u0111\u01b0\u1ee3c trong m\u1ed1i quan h\u1ec7 v\u1edbi nh\u00e0 cung \u1ee9ng h\u00e0ng h\u00f3a v\u00e0 d\u1ecbch v\u1ee5 trong su\u1ed1t qu\u00e1 tr\u00ecnh m\u00e0 hai b\u00ean c\u00f3 m\u1ed1i quan h\u1ec7 mua b\u00e1n h\u00e0ng h\u00f3a v\u1edbi nhau<\/span><\/i><span style=\"font-weight: 400;\">\u201d.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Nh\u01b0 v\u1eady, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng <\/span><i><span style=\"font-weight: 400;\">(Customer Experience) <\/span><\/i><span style=\"font-weight: 400;\">l\u00e0 t\u1ed5ng h\u1ee3p \u0111\u1ea7y \u0111\u1ee7 t\u1ea5t c\u1ea3 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng trong to\u00e0n b\u1ed9 qu\u00e1 tr\u00ecnh mua h\u00e0ng. K\u1ec3 t\u1eeb khi kh\u00e1ch h\u00e0ng ti\u1ebfp x\u00fac v\u1edbi m\u1ed9t s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5, th\u01b0\u01a1ng hi\u1ec7u hay m\u1ed9t c\u00f4ng ty n\u00e0o \u0111\u00f3.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Th\u1ef1c t\u1ebf th\u00ec tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 kh\u00f4ng ch\u1ec9 \u0111\u01a1n thu\u1ea7n l\u00e0 tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c. M\u00e0 nh\u1eefng tr\u1ea3i nghi\u1ec7m mang t\u00ednh ti\u00eau c\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng lu\u00f4n t\u1ed3n t\u1ea1i \u1edf trong qu\u00e1 tr\u00ecnh cung c\u1ea5p d\u1ecbch v\u1ee5, s\u1ea3n ph\u1ea9m \u0111\u1ebfn kh\u00e1ch h\u00e0ng. V\u00ec th\u1ebf, m\u1ed7i doanh nghi\u1ec7p n\u00ean c\u00f3 nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c \u0111\u1ec3 ph\u00e1t huy nh\u1eefng tr\u1ea3i nghi\u1ec7m t\u1ed1t c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 c\u00f3 nh\u1eefng bi\u1ec7n ph\u00e1p \u0111\u1ea9y l\u00f9i, lo\u1ea1i tr\u1eeb c\u1ea3m nh\u1eadn v\u00e0 \u0111\u00e1nh gi\u00e1 ch\u01b0a t\u1ed1t \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c nh\u1eefng b\u01b0\u1edbc \u0111i ho\u00e0n thi\u1ec7n nh\u1ea5t trong t\u01b0\u01a1ng lai.\u00a0<\/span><\/p>\n<h3><b>T\u1ea1i sao t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u1ea1i quan tr\u1ecdng?<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">M\u1ed9t c\u00e2u h\u1ecfi \u0111\u1eb7t ra l\u00e0: \u201cV\u1eady t\u1ea1i sao tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng l\u1ea1i quan tr\u1ecdng?\u201d Ba l\u00fd do h\u00e0ng \u0111\u1ea7u \u0111\u01b0\u1ee3c \u0111\u01b0a ra theo nghi\u00ean c\u1ee9u c\u1ee7a Genesys l\u00e0 c\u1ea3i thi\u1ec7n t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng (42%), c\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (33%) v\u00e0 t\u0103ng c\u01a1 h\u1ed9i b\u00e1n k\u00e8m v\u00e0 b\u00e1n th\u00eam (32%)<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Kh\u00e1ch h\u00e0ng ng\u00e0y nay th\u00f4ng minh h\u01a1n bao gi\u1edd h\u1ebft. H\u1ecd c\u00f3 quy\u1ec1n truy c\u1eadp v\u00e0o m\u1ed9t lo\u1ea1t c\u00e1c c\u00f4ng c\u1ee5 c\u00f4ng ngh\u1ec7 cho ph\u00e9p h\u1ecd c\u00f3 \u0111\u01b0\u1ee3c ch\u00ednh x\u00e1c nh\u1eefng g\u00ec h\u1ecd mu\u1ed1n v\u00e0 khi n\u00e0o h\u1ecd mu\u1ed1n. M\u1ed9t trong nh\u1eefng \u0111\u1ed9ng c\u01a1 th\u00fac \u0111\u1ea9y kh\u00e1ch h\u00e0ng mua h\u00e0ng \u0111\u00f3 l\u00e0 cung c\u1ea5p cho kh\u00e1ch h\u00e0ng tr\u1ea3i nghi\u1ec7m \u0111\u01a1n gi\u1ea3n, t\u1ee9c th\u00ec v\u00e0 \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a.<\/span><\/p>\n<p><img decoding=\"async\" class=\"size-medium wp-image-5411 aligncenter lazyload\" data-src=\"https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2019\/03\/customer-ex-300x141.jpg\" alt=\"\" width=\"300\" height=\"141\" data-srcset=\"https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2019\/03\/customer-ex-300x141.jpg 300w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2019\/03\/customer-ex-600x282.jpg 600w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2019\/03\/customer-ex-260x122.jpg 260w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2019\/03\/customer-ex-50x24.jpg 50w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2019\/03\/customer-ex-150x71.jpg 150w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2019\/03\/customer-ex.jpg 746w\" data-sizes=\"(max-width: 300px) 100vw, 300px\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" style=\"--smush-placeholder-width: 300px; --smush-placeholder-aspect-ratio: 300\/141;\" \/><\/p>\n<h3><b>1. \u0110\u1ec3 ph\u00f9 h\u1ee3p v\u1edbi m\u1ee5c ti\u00eau kinh doanh v\u1edbi k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch truy c\u1eadp<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t c\u00f3 ngh\u0129a l\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n chi ti\u00eau nhi\u1ec1u h\u01a1n (Temkin Group):<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">86% ng\u01b0\u1eddi mua s\u1eb5n s\u00e0ng tr\u1ea3 nhi\u1ec1u ti\u1ec1n h\u01a1n \u0111\u1ec3 c\u00f3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">73% ng\u01b0\u1eddi mua coi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t y\u1ebfu t\u1ed1 quan tr\u1ecdng trong quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">65% ng\u01b0\u1eddi mua nh\u1eadn th\u1ea5y tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ec3 c\u00f3 \u1ea3nh h\u01b0\u1edfng h\u01a1n l\u00e0 qu\u1ea3ng c\u00e1o tuy\u1ec7t v\u1eddi<\/span><\/li>\n<\/ul>\n<h3><b>2. \u0110\u1ec3 th\u00fac \u0111\u1ea9y s\u1ef1 b\u1ec1n b\u1ec9 v\u00e0 duy tr\u00ec kh\u00e1ch h\u00e0ng<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Theo B\u00e1o c\u00e1o xu h\u01b0\u1edbng K\u1ef9 thu\u1eadt s\u1ed1 c\u1ee7a Adobe, trong n\u0103m 2018 c\u00e1c c\u00f4ng ty t\u1ef1 \u0111\u00e1nh gi\u00e1 v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p m\u00ecnh \u1edf m\u1ee9c cao g\u1ea7n nh\u01b0 v\u01b0\u1ee3t m\u1ee5c ti\u00eau kinh doanh h\u00e0ng \u0111\u1ea7u c\u1ee7a h\u1ecd v\u1edbi m\u1ed9t t\u1ef7 su\u1ea5t l\u1ee3i nhu\u1eadn \u0111\u00e1ng k\u1ec3, s\u1ed1 l\u01b0\u1ee3ng c\u00e1c doanh nghi\u1ec7p n\u00e0y g\u1ea7n nh\u01b0 g\u1ea5p ba l\u1ea7n so v\u1edbi c\u00e1c t\u1ed5 ch\u1ee9c kh\u00e1c.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Theo Motista, ng\u01b0\u1eddi ti\u00eau d\u00f9ng c\u00f3 k\u1ebft n\u1ed1i c\u1ea3m x\u00fac v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u00f3 gi\u00e1 tr\u1ecb l\u00e2u d\u00e0i cao h\u01a1n 306%, \u1edf l\u1ea1i v\u1edbi th\u01b0\u01a1ng hi\u1ec7u trung b\u00ecnh 5,1 n\u0103m so v\u1edbi 3,4 n\u0103m v\u00e0 s\u1ebd gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u v\u1edbi t\u1ef7 l\u1ec7 cao h\u01a1n nhi\u1ec1u (71% so v\u1edbi 45%). C\u0169ng trong m\u1ed9t nghi\u00ean c\u1ee9u <a href=\"https:\/\/www.mckinsey.com\/\" target=\"_blank\" rel=\"noopener\">McKinsey<\/a> \u0111\u01b0a ra r\u1eb1ng 61% ng\u01b0\u1eddi d\u00f9ng kh\u00f4ng c\u00f3 kh\u1ea3 n\u0103ng quay l\u1ea1i trang web d\u00e0nh cho thi\u1ebft b\u1ecb di \u0111\u1ed9ng m\u00e0 h\u1ecd g\u1eb7p kh\u00f3 kh\u0103n khi truy c\u1eadp v\u00e0 40% cu\u1ed1i c\u00f9ng truy c\u1eadp trang web c\u1ee7a \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh.<\/span><\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"size-medium wp-image-12625 aligncenter\" src=\"https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2021\/01\/telesale-la-gi-tat-tan-tat-cong-viec-cua-telesale-2-300x179.jpg\" alt=\"\" width=\"300\" height=\"179\" srcset=\"https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2021\/01\/telesale-la-gi-tat-tan-tat-cong-viec-cua-telesale-2-300x179.jpg 300w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2021\/01\/telesale-la-gi-tat-tan-tat-cong-viec-cua-telesale-2-768x457.jpg 768w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2021\/01\/telesale-la-gi-tat-tan-tat-cong-viec-cua-telesale-2-245x146.jpg 245w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2021\/01\/telesale-la-gi-tat-tan-tat-cong-viec-cua-telesale-2-50x30.jpg 50w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2021\/01\/telesale-la-gi-tat-tan-tat-cong-viec-cua-telesale-2-126x75.jpg 126w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2021\/01\/telesale-la-gi-tat-tan-tat-cong-viec-cua-telesale-2.jpg 800w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/p>\n<p class=\"entry-title\"><strong>Xem th\u00eam b\u00e0i vi\u1ebft li\u00ean quan: <a href=\"https:\/\/dtmconsulting.vn\/en\/khao-sat-trai-nghiem-khach-hang\/\">Kh\u1ea3o s\u00e1t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u2013 M\u1eabu b\u1ea3ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t<\/a><\/strong><\/p>\n<h2><b>Nh\u1eefng l\u1ee3i \u00edch m\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111em l\u1ea1i?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Ng\u00e0y nay, khi m\u00e0 c\u00e1c th\u01b0\u01a1ng hi\u1ec7u ng\u00e0y c\u00e0ng tr\u1edf n\u00ean c\u00e2n b\u1eb1ng h\u01a1n v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5, th\u00ec tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng n\u1ed5i l\u00ean nh\u01b0 m\u1ed9t y\u1ebfu t\u1ed1 kh\u00e1c bi\u1ec7t. V\u00e0 ch\u00ednh kh\u00e1ch h\u00e0ng c\u0169ng c\u00f3 nhu c\u1ea7u v\u1ec1 tr\u1ea3i nghi\u1ec7m t\u1ed1t h\u01a1n.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">V\u1eady, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u00e3 \u0111em l\u1ea1i nh\u1eefng g\u00ec cho c\u00f4ng ty? C\u00e2u tr\u1ea3 l\u1eddi m\u00e0 DTM Consulting ch\u00fang t\u00f4i \u0111\u01b0a ra c\u00f3 3 \u00fd ch\u00ednh:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b><i>\u01afu ti\u00ean th\u01b0\u01a1ng hi\u1ec7u:<\/i><\/b> <span style=\"font-weight: 400;\">Kh\u00e1ch h\u00e0ng lu\u00f4n t\u1ecf ra h\u00e0i l\u00f2ng h\u01a1n khi \u0111\u1ea1t \u0111\u01b0\u1ee3c nh\u1eefng tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c trong vi\u1ec7c t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u. Khi \u0111\u01b0\u1ee3c cung c\u1ea5p d\u1ecbch v\u1ee5 chuy\u00ean nghi\u1ec7p h\u01a1n t\u1eeb ph\u00eda th\u01b0\u01a1ng hi\u1ec7u hay tr\u1ea3i nghi\u1ec7m \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a, nhi\u1ec1u kh\u00e1ch h\u00e0ng trung th\u00e0nh h\u01a1n cho th\u01b0\u01a1ng hi\u1ec7u \u0111\u00f3.\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b><i>Gi\u1ea3m chi ph\u00ed t\u00ecm ki\u1ebfm kh\u00e1ch h\u00e0ng:<\/i><\/b> <span style=\"font-weight: 400;\">Theo nh\u01b0 c\u00e1c th\u1ed1ng k\u00ea t\u1eeb Hubspot, chi ph\u00ed \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng m\u1edbi lu\u00f4n cao h\u01a1n so v\u1edbi vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i.\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-level=\"1\"><b><i>T\u0103ng doanh thu: <\/i><\/b><span style=\"font-weight: 400;\">\u0110\u00e2y l\u00e0 m\u1ed9t trong nh\u1eefng l\u1ee3i \u00edch quan tr\u1ecdng nh\u1ea5t. Khi kh\u00e1ch h\u00e0ng m\u1edbi \u0111\u1ebfn v\u1edbi th\u01b0\u01a1ng hi\u1ec7u, h\u1ecd h\u00e0i l\u00f2ng, h\u1ecd \u1edf l\u1ea1i v\u00e0 tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng trung th\u00e0nh. C\u1ee9 nh\u01b0 v\u1eady, doanh thu s\u1ebd ng\u00e0y m\u1ed9t t\u0103ng l\u00ean.<\/span><\/li>\n<\/ul>\n<p><strong>&gt;&gt; Xem chi ti\u1ebft t\u1ea1i: <a href=\"https:\/\/dtmconsulting.vn\/en\/trai-nghiem-khach-hang-la-gi\/\">Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1c b\u01b0\u1edbc x\u00e2y d\u1ef1ng<\/a><\/strong><\/p>\n<h2><b>Nh\u1eefng th\u00e1ch th\u1ee9c v\u1ec1 t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">\u0110\u1ea7u t\u01b0 v\u00e0o vi\u1ec7c c\u1ea3i thi\u1ec7n\/t\u1ed1i \u01b0u tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng ch\u1eafc ch\u1eafn s\u1ebd thu v\u1ec1 \u0111\u01b0\u1ee3c nh\u1eefng l\u1ee3i \u00edch thi\u1ebft th\u1ef1c v\u00e0 c\u1ee5 th\u1ec3. Tuy nhi\u00ean, n\u00f3 c\u0169ng \u0111i k\u00e8m v\u1edbi nh\u1eefng h\u1ea1n ch\u1ebf nh\u01b0:<\/span><\/p>\n<ul>\n<li aria-level=\"1\"><b><i>Th\u1eed th\u00e1ch s\u1ed1 1: Thu th\u1eadp d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng. <\/i><\/b><span style=\"font-weight: 400;\">Ph\u1ea7n l\u1edbn c\u00e1c doanh nghi\u1ec7p \u0111\u1ec1u g\u1eb7p kh\u00f3 kh\u0103n trong vi\u1ec7c thu th\u1eadp \u0111\u01b0\u1ee3c d\u1eef li\u1ec7u c\u1ee7a kh\u00e1ch h\u00e0ng ph\u00f9 h\u1ee3p. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 th\u00e1ch th\u1ee9c thu th\u1eadp d\u1eef li\u1ec7u m\u00e0 c\u00e1c doanh nghi\u1ec7p ph\u1ea3i \u0111\u1ed1i m\u1eb7t v\u00e0 ph\u1ea3i gi\u1ea3i quy\u1ebft:<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Kh\u00f4ng bi\u1ebft n\u00ean s\u1eed d\u1ee5ng c\u00e1c ch\u1ec9 s\u1ed1 n\u00e0o \u0111\u1ec3 thu th\u1eadp d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">S\u1eed d\u1ee5ng ho\u1eb7c d\u1ef1a v\u00e0o c\u00e1c ngu\u1ed3n d\u1eef li\u1ec7u kh\u00f4ng \u0111\u00e1ng tin c\u1eady, \u0111\u1eb7c bi\u1ec7t l\u00e0 c\u00e1c ngu\u1ed3n c\u1ee7a b\u00ean th\u1ee9 ba<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">S\u1eed d\u1ee5ng c\u00e1c ch\u1ec9 s\u1ed1 thu th\u1eadp ph\u1ee9c t\u1ea1p v\u00e0 kh\u00f4ng c\u00f3 c\u1ea5u tr\u00fac d\u1eabn \u0111\u1ebfn kh\u00f4ng cung c\u1ea5p \u0111\u01b0\u1ee3c th\u00f4ng tin khi ra quy\u1ebft \u0111\u1ecbnh<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">S\u1eed d\u1ee5ng ph\u01b0\u01a1ng ph\u00e1p thu th\u1eadp d\u1eef li\u1ec7u kh\u00f4ng ph\u00f9 h\u1ee3p d\u1eabn \u0111\u1ebfn ch\u1ea5t l\u01b0\u1ee3ng d\u1eef li\u1ec7u kh\u00f4ng \u0111\u1ea3m b\u1ea3o nh\u01b0 t\u00ednh c\u1eadp nh\u1eadt, t\u00ednh \u0111\u1ea1i di\u1ec7n, t\u00ednh x\u00e1c th\u1ef1c<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Kh\u00f4ng s\u1eed d\u1ee5ng \u0111\u00fang c\u00f4ng c\u1ee5 ho\u1eb7c b\u1ed9 l\u1ecdc thu th\u1eadp d\u1eef li\u1ec7u v\u00e0 th\u00f4ng tin chi ti\u1ebft v\u1ec1 ng\u01b0\u1eddi d\u00f9ng \u0111\u1ec3 thu th\u1eadp d\u1eef li\u1ec7u<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">C\u00e1c doanh nghi\u1ec7p ph\u1ea3i hi\u1ec3u r\u1eb1ng n\u1ebfu kh\u00f4ng c\u00f3 d\u1eef li\u1ec7u ph\u00f9 h\u1ee3p v\u00e0 duy tr\u00ec ch\u1ebf \u0111\u1ed9 xem kh\u00e1ch truy c\u1eadp th\u1ed1ng nh\u1ea5t, th\u00ec vi\u1ec7c ph\u00e2n t\u00edch nhu c\u1ea7u v\u00e0 s\u1edf th\u00edch c\u1ee7a \u0111\u1ed1i t\u01b0\u1ee3ng m\u1ee5c ti\u00eau ho\u1eb7c mang l\u1ea1i tr\u1ea3i nghi\u1ec7m \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a s\u1ebd r\u1ea5t kh\u00f3 kh\u0103n.\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b><i>Th\u1eed th\u00e1ch s\u1ed1 2: \u0110\u01b0a ra gi\u1ea3 thuy\u1ebft \u0111\u00fang. <\/i><\/b><span style=\"font-weight: 400;\">B\u1ea5t k\u1ef3 k\u1ebf ho\u1ea1ch t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m n\u00e0o c\u0169ng ph\u1ea3i b\u1eaft \u0111\u1ea7u tr\u01b0\u1edbc ti\u00ean l\u00e0 t\u1ea1o ra m\u1ed9t kho nhu c\u1ea7u c\u1ee7a kh\u00e1ch, sau \u0111\u00f3 so s\u00e1nh k\u1ef3 v\u1ecdng c\u1ee7a h\u1ecd v\u1edbi c\u00e1c d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty, cu\u1ed1i c\u00f9ng x\u00e1c \u0111\u1ecbnh c\u00e1c l\u1ed7 h\u1ed5ng \u0111\u1ec3 ti\u1ebfp t\u1ee5c ch\u1ea1y c\u00e1c th\u1eed nghi\u1ec7m (<\/span><a href=\"https:\/\/dtmconsulting.vn\/en\/huong-dan-thiet-ke-product-testing-questions\/\"><span style=\"font-weight: 400;\">test s\u1ea3n ph\u1ea9m m\u1edbi)<\/span><\/a><span style=\"font-weight: 400;\"> c\u1ea7n thi\u1ebft nh\u1eb1m c\u1ea3i thi\u1ec7n h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch.<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-level=\"1\"><b><em>Th\u1eed th\u00e1ch s\u1ed1 3: \u0110o l\u01b0\u1eddng \u0111\u1ed9 ch\u00ednh x\u00e1c c\u1ee7a c\u00e1c t\u00e1c \u0111\u1ed9ng<\/em>. <\/b><span style=\"font-weight: 400;\">\u0110\u1ed1i v\u1edbi c\u00e1c doanh nghi\u1ec7p m\u1ed9t s\u1ed1 c\u00f4ng c\u1ee5 \u0111o l\u01b0\u1eddng nh\u01b0 <a href=\"https:\/\/analytics.google.com\/\" target=\"_blank\" rel=\"noopener\">Google Analytics<\/a>, Mixpanel, Heap Analytics,.. n\u00ean \u0111\u01b0\u1ee3c k\u1ebft n\u1ed1i \u0111\u1ec3 th\u1ef1c s\u1ef1 \u0111o l\u01b0\u1eddng t\u00e1c \u0111\u1ed9ng c\u1ee7a ch\u01b0\u01a1ng tr\u00ecnh t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd. Th\u00e0nh ph\u1ea7n trung t\u00e2m \u0111\u1ec3 \u01b0\u1edbc t\u00ednh ch\u00ednh x\u00e1c t\u00e1c \u0111\u1ed9ng c\u1ee7a c\u00e1c th\u1eed nghi\u1ec7m l\u00e0 k\u00edch ho\u1ea1t s\u1ef1 ki\u1ec7n doanh thu khi kh\u00e1ch truy c\u1eadp ti\u1ebfp x\u00fac v\u1edbi th\u1eed nghi\u1ec7m v\u00e0 \u0111\u1ea9y c\u00e1c s\u1ef1 ki\u1ec7n n\u00e0y l\u00ean n\u1ec1n t\u1ea3ng ph\u00e2n t\u00edch.<\/span><\/li>\n<\/ul>\n<h3><b>K\u1ebeT LU\u1eacN<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">B\u1eb1ng c\u00e1ch ph\u00e2n t\u00edch k\u1ef9 l\u01b0\u1ee1ng c\u00e1c t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch truy c\u1eadp trong to\u00e0n b\u1ed9 h\u1ec7 sinh th\u00e1i c\u1ee7a doanh nghi\u1ec7p, t\u1ee9c l\u00e0 \u00e1p d\u1ee5ng ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp c\u1eadn h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch truy c\u1eadp to\u00e0n di\u1ec7n, c\u00e1c doanh nghi\u1ec7p kh\u00f4ng ch\u1ec9 ph\u1ea3i c\u1ed1 g\u1eafng t\u1ea1o ra tr\u1ea3i nghi\u1ec7m k\u1ef9 thu\u1eadt s\u1ed1 li\u1ec1n m\u1ea1ch cho \u0111\u1ed1i t\u01b0\u1ee3ng m\u1ee5c ti\u00eau c\u1ee7a h\u1ecd m\u00e0 th\u00f4ng qua \u0111\u00f3 c\u00f2n \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau c\u1ee7a h\u1ecd v\u00e0 h\u01b0\u1edbng t\u1edbi t\u0103ng tr\u01b0\u1edfng.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">T\u1ea1i Vi\u1ec7t Nam, trong qu\u00e1 tr\u00ecnh g\u1eb7p g\u1ee1, l\u00e0m vi\u1ec7c v\u1edbi c\u00e1c ch\u1ee7 doanh nghi\u1ec7p, DTM Consulting ch\u00fang t\u00f4i nh\u1eadn th\u1ea5y r\u1ea5t nhi\u1ec1u doanh nghi\u1ec7p \u0111ang quan t\u00e2m \u0111\u1ebfn vi\u1ec7c t\u1ed1i \u01b0u h\u00f3a d\u1ecbch v\u1ee5, n\u00e2ng cao tr\u1ea3i nghi\u1ec7m nh\u1eb1m l\u00e0m cho kh\u00e1ch h\u00e0ng th\u1ea5y h\u00e0i l\u00f2ng h\u01a1n. Tuy nhi\u00ean, l\u00e0m th\u1ebf n\u00e0o tri\u1ec3n khai t\u1ed1i \u01b0u h\u00f3a v\u00e0 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng lu\u00f4n l\u00e0 m\u1ed9t b\u0103n kho\u0103n m\u00e0 c\u00e1c doanh nghi\u1ec7p g\u1eb7p ph\u1ea3i.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">N\u1ebfu doanh nghi\u1ec7p c\u1ee7a b\u1ea1n c\u00f2n \u0111ang g\u1eb7p ph\u1ea3i b\u1ea5t k\u1ef3 kh\u00f3 kh\u0103n hay tr\u1edf ng\u1ea1i n\u00e0o, h\u00e3y li\u00ean h\u1ec7 ngay v\u1edbi ch\u00fang t\u00f4i. V\u1edbi \u0111\u1ed9i ng\u0169 chuy\u00ean gia d\u00e0y d\u1eb7n kinh nghi\u1ec7m v\u00e0 chuy\u00ean m\u00f4n s\u00e2u, DTM Consulting r\u1ea5t h\u00e2n h\u1ea1nh v\u00e0 s\u1eb5n s\u00e0ng cung c\u1ea5p d\u1ecbch v\u1ee5 b\u00e1n ph\u1ea7n nh\u01b0 <\/span><a href=\"https:\/\/dtmconsulting.vn\/en\/tim-kiem-insight-tu-du-lieu\/\"><span style=\"font-weight: 400;\">nghi\u00ean c\u1ee9u insight kh\u00e1ch h\u00e0ng<\/span><\/a><span style=\"font-weight: 400;\">, <\/span><a href=\"https:\/\/dtmconsulting.vn\/en\/tu-van-marketing\/\"><span style=\"font-weight: 400;\">t\u01b0 v\u1ea5n marketing<\/span><\/a><span style=\"font-weight: 400;\">, th\u1ef1c hi\u1ec7n, \u0111\u00e0o t\u1ea1o nh\u00e2n vi\u00ean, gi\u00e1m s\u00e1t tri\u1ec3n khai c\u00e1c ho\u1ea1t \u0111\u1ed9ng cho qu\u00e1 tr\u00ecnh t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p b\u1ea1n.\u00a0<\/span><\/p>\n<p><strong><a href=\"https:\/\/dtmconsulting.vn\/en\/lien-he\/\">\u0110\u0102NG K\u00dd NH\u1eacN T\u01af V\u1ea4N MI\u1ec4N PH\u00cd<\/a><\/strong><\/p>","protected":false},"excerpt":{"rendered":"<p>T\u1ed1i \u01b0u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng &#8211; C\u1ea7n thi\u1ebft nh\u01b0ng c\u0169ng \u0111\u1ea7y th\u00e1ch th\u1ee9c v\u1edbi m\u1ecdi doanh nghi\u1ec7p T\u1ed1i \u01b0u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 gi\u00fap c\u1ea3i thi\u1ec7n m\u1ee9c \u0111\u1ed9 nh\u1eadn bi\u1ebft th\u01b0\u01a1ng hi\u1ec7u cao h\u01a1n m\u00e0 t\u1eeb \u0111\u00f3 c\u0169ng gi\u00fap t\u0103ng \u0111\u01b0\u1ee3c t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng c\u0169ng nh\u01b0 t\u1ef7 l\u1ec7 h\u00e0i [&hellip;]<\/p>","protected":false},"author":20,"featured_media":14944,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"footnotes":""},"categories":[128,74],"tags":[671],"class_list":["post-14931","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-chia-se-kien-thuc","category-blog","tag-marketing-dich-vu",""],"_links":{"self":[{"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/posts\/14931","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/users\/20"}],"replies":[{"embeddable":true,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/comments?post=14931"}],"version-history":[{"count":7,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/posts\/14931\/revisions"}],"predecessor-version":[{"id":16511,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/posts\/14931\/revisions\/16511"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/media\/14944"}],"wp:attachment":[{"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/media?parent=14931"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/categories?post=14931"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/tags?post=14931"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}