{"id":396708,"date":"2023-12-11T08:22:41","date_gmt":"2023-12-11T08:22:41","guid":{"rendered":"https:\/\/otavietnam.com\/?p=396708"},"modified":"2023-12-11T08:36:13","modified_gmt":"2023-12-11T08:36:13","slug":"ban-chon-trai-nghiem-khach-hang-cx-hay-trai-nghiem-nhan-vien-ex","status":"publish","type":"post","link":"https:\/\/otavietnam.com\/blog\/ban-chon-trai-nghiem-khach-hang-cx-hay-trai-nghiem-nhan-vien-ex\/","title":{"rendered":"B\u1ea1n ch\u1ecdn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) hay tr\u1ea3i nghi\u1ec7m nh\u00e2n vi\u00ean (EX)?"},"content":{"rendered":"

Trong c\u1ed9ng \u0111\u1ed3ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, m\u1ed9t c\u00e2u h\u1ecfi th\u01b0\u1eddng \u0111\u01b0\u1ee3c \u0111\u1eb7t ra l\u00e0 li\u1ec7u tr\u1ea3i nghi\u1ec7m nh\u00e2n vi\u00ean (EX) c\u00f3 t\u01b0\u01a1ng \u0111\u01b0\u01a1ng v\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) hay kh\u00f4ng. C\u00f3 \u00fd ki\u1ebfn cho r\u1eb1ng n\u1ebfu ch\u00fang ta t\u1ea1o ra tr\u1ea3i nghi\u1ec7m nh\u00e2n vi\u00ean t\u1ed1t, th\u00ec s\u1ebd t\u1ef1 nhi\u00ean d\u1eabn \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t, v\u00e0 ng\u01b0\u1ee3c l\u1ea1i. Tuy nhi\u00ean, \u0111i\u1ec1u n\u00e0y kh\u00f4ng ho\u00e0n to\u00e0n ch\u00ednh x\u00e1c.<\/p>\n

M\u1ed9t v\u00e0i quan \u0111i\u1ec3m v\u1ec1 CX v\u00e0 EX<\/h2>\n

\u0110\u1ea7u ti\u00ean v\u00e0 quan tr\u1ecdng nh\u1ea5t, \u0111\u1ec3 x\u00e2y d\u1ef1ng m\u1ed9t doanh nghi\u1ec7p c\u00f3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc, nh\u00e2n vi\u00ean \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng, v\u00ec h\u1ecd l\u00e0 ng\u01b0\u1eddi truy\u1ec1n \u0111\u1ea1t tr\u1ea3i nghi\u1ec7m. Tuy nhi\u00ean, \u0111i\u1ec3m ch\u00ednh l\u00e0 g\u1eafn k\u1ebft nh\u00e2n vi\u00ean (Employee Engagement – EE) thay v\u00ec ch\u1ec9 l\u00e0 tr\u1ea3i nghi\u1ec7m nh\u00e2n vi\u00ean. M\u1ed9t nh\u00e2n vi\u00ean c\u00f3 th\u1ec3 c\u00f3 tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c t\u1ea1i n\u01a1i l\u00e0m vi\u1ec7c, nh\u01b0ng n\u1ebfu h\u1ecd kh\u00f4ng hi\u1ec3u r\u00f5 v\u1ec1 s\u1ee9 m\u1ec7nh, m\u1ee5c ti\u00eau, v\u00e0 \u0111\u1ecbnh h\u01b0\u1edbng c\u1ee7a c\u00f4ng ty, v\u00e0 kh\u00f4ng cam k\u1ebft v\u00e0o m\u1ee5c ti\u00eau chung \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng, th\u00ec kh\u00f4ng th\u1ec3 t\u1ea1o ra tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t.<\/p>\n

Kh\u00f4ng ch\u1ec9 th\u00e1i \u0111\u1ed9 t\u00edch c\u1ef1c, m\u00e0 \u0111\u1ec3 t\u1ea1o n\u00ean tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc, c\u1ea7n c\u00f3 quy tr\u00ecnh, s\u1ea3n ph\u1ea9m v\u00e0 h\u1ec7 th\u1ed1ng h\u1ed7 tr\u1ee3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ph\u00f9 h\u1ee3p. H\u1ec7 sinh th\u00e1i CX, bao g\u1ed3m con ng\u01b0\u1eddi, h\u1ec7 th\u1ed1ng, s\u1ea3n ph\u1ea9m v\u00e0 quy tr\u00ecnh, c\u1ea7n ph\u1ea3i \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng \u0111\u1ec3 \u0111\u1ed3ng thu\u1eadn v\u00e0 h\u01b0\u1edbng t\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n

C\u00e2u h\u1ecfi c\u00f3 ph\u1ea3i c\u00f3 tr\u1ea3i nghi\u1ec7m nh\u00e2n vi\u00ean xu\u1ea5t s\u1eafc m\u1edbi c\u00f3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc kh\u00f4ng c\u0169ng \u0111\u01b0\u1ee3c \u0111\u1eb7t ra. M\u1ed9t s\u1ed1 c\u00f4ng ty nh\u01b0 Amazon \u0111\u00e3 t\u1ea1o ra tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc m\u1eb7c d\u00f9 tr\u1ea3i nghi\u1ec7m nh\u00e2n vi\u00ean c\u00f3 v\u1ebb kh\u00f4ng \u0111\u1eb7c bi\u1ec7t. Steve Jobs c\u0169ng kh\u00f4ng lu\u00f4n t\u1eadp trung v\u00e0o tr\u1ea3i nghi\u1ec7m nh\u00e2n vi\u00ean, nh\u01b0ng \u00f4ng t\u1ea1o ra m\u1ed9t \u0111\u1ed9i ng\u0169 cam k\u1ebft x\u00e2y d\u1ef1ng s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 xu\u1ea5t s\u1eafc.<\/p>\n

Do \u0111\u00f3, quy\u1ebft \u0111\u1ecbnh b\u1eaft \u0111\u1ea7u t\u1eeb \u0111\u00e2u v\u00e0 l\u00e0m g\u00ec tr\u01b0\u1edbc ph\u1ee5 thu\u1ed9c v\u00e0o m\u00f4 h\u00ecnh v\u00e0 \u0111\u1eb7c \u0111i\u1ec3m ri\u00eang c\u1ee7a c\u00f4ng ty v\u00e0 kh\u00e1ch h\u00e0ng. Trong nhi\u1ec1u tr\u01b0\u1eddng h\u1ee3p, g\u1eafn k\u1ebft nh\u00e2n vi\u00ean l\u00e0 quan tr\u1ecdng h\u01a1n l\u00e0 ch\u1ec9 t\u1eadp trung v\u00e0o tr\u1ea3i nghi\u1ec7m nh\u00e2n vi\u00ean, nh\u1ea5t l\u00e0 trong nh\u1eefng ng\u00e0nh ngh\u1ec1 \u00edt ti\u1ebfp x\u00fac tr\u1ef1c ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng. T\u00f9y thu\u1ed9c v\u00e0o m\u1ee5c ti\u00eau v\u00e0 b\u1ed1i c\u1ea3nh c\u1ee5 th\u1ec3, quy\u1ebft \u0111\u1ecbnh l\u00e0m EX tr\u01b0\u1edbc hay CX tr\u01b0\u1edbc s\u1ebd ph\u1ee5 thu\u1ed9c v\u00e0o chi\u1ebfn l\u01b0\u1ee3c t\u1ed5ng th\u1ec3 c\u1ee7a doanh nghi\u1ec7p.<\/p>\n

\"Ban
Ban Chon Trai Nghiem Khach Hang Cx Hay Trai Nghiem Nhan Vien Ex 2<\/figcaption><\/figure>\n

Nh\u1eefng sai l\u1ea7m ph\u1ed5 bi\u1ebfn \u0111\u1ec3 tr\u00e1nh sai l\u1ea7m v\u1ec1 CX<\/h2>\n

C\u00f3 nhi\u1ec1u nh\u00e0 l\u00e3nh \u0111\u1ea1o \u0111ang tri\u1ec3n khai chi\u1ebfn l\u01b0\u1ee3c CX s\u1ed1 h\u00f3a c\u00f3 nguy c\u01a1 khi\u1ebfn kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf v\u00e0 kh\u00f4ng h\u00e0i l\u00f2ng, \u0111\u1eb7c bi\u1ec7t l\u00e0 trong b\u1ed1i c\u1ea3nh kh\u1ea3 n\u0103ng chi tr\u1ea3 b\u1ecb h\u1ea1n ch\u1ebf. M\u1eb7c d\u00f9 h\u1ea7u h\u1ebft c\u00e1c doanh nghi\u1ec7p \u0111\u1ec1u coi “kh\u00e1ch h\u00e0ng l\u00e0 th\u01b0\u1ee3ng \u0111\u1ebf,” nh\u01b0ng nhi\u1ec1u chi\u1ebfn l\u01b0\u1ee3c CX kh\u00f4ng ph\u1ea3n \u00e1nh th\u1ef1c t\u1ebf c\u1ee7a kh\u00e1ch h\u00e0ng sau \u0111\u1ea1i d\u1ecbch. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 nh\u1eefng sai l\u1ea7m ph\u1ed5 bi\u1ebfn v\u00e0 c\u00e1ch kh\u1eafc ph\u1ee5c ch\u00fang tr\u01b0\u1edbc khi \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh n\u1eafm b\u1eaft c\u01a1 h\u1ed9i.<\/p>\n

    \n
  1. \u01afu ti\u00ean chi ph\u00ed qu\u1ea3n l\u00fd:<\/strong>\n
      \n
    • Sai l\u1ea7m:<\/strong> \u0110\u1eb7t \u01b0u ti\u00ean v\u00e0o vi\u1ec7c gi\u1ea3m chi ph\u00ed qu\u1ea3n l\u00fd khi\u1ebfn c\u00e1c c\u00f4ng ty \u0111\u00e1nh m\u1ea5t kh\u1ea3 n\u0103ng t\u0103ng gi\u00e1 tr\u1ecb cho kh\u00e1ch h\u00e0ng.<\/li>\n
    • Kh\u1eafc ph\u1ee5c:<\/strong> Ch\u1ee9ng minh r\u1eb1ng c\u00e1c \u0111\u1ea7u t\u01b0 CX c\u00f3 th\u1ec3 th\u00fac \u0111\u1ea9y doanh thu v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, kh\u00f4ng ch\u1ec9 l\u00e0 chi ph\u00ed.<\/li>\n<\/ul>\n<\/li>\n
    • D\u1ef1a v\u00e0o c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ph\u00e2n kh\u00fac c\u0169:<\/strong>\n
        \n
      • Sai l\u1ea7m:<\/strong> S\u1eed d\u1ee5ng c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ph\u00e2n kh\u00fac truy\u1ec1n th\u1ed1ng m\u00e0 kh\u00f4ng t\u00edch h\u1ee3p mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 t\u00ednh \u0111a d\u1ea1ng, c\u00f4ng b\u1eb1ng v\u00e0 h\u00f2a nh\u1eadp.<\/li>\n
      • Kh\u1eafc ph\u1ee5c:<\/strong> T\u00edch h\u1ee3p nghi\u00ean c\u1ee9u gi\u00e1 tr\u1ecb kh\u00e1ch h\u00e0ng v\u00e0o c\u00e1c ho\u1ea1t \u0111\u1ed9ng ph\u00e2n kh\u00fac \u0111\u1ec3 hi\u1ec3u r\u00f5 quan \u0111i\u1ec3m v\u00e0 gi\u00e1 tr\u1ecb c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n<\/li>\n
      • Coi tr\u1ea3i nghi\u1ec7m c\u1ee7a Nh\u00e2n vi\u00ean (EX) v\u00e0 tr\u1ea3i nghi\u1ec7m c\u1ee7a Kh\u00e1ch h\u00e0ng (CX) l\u00e0 c\u00e1c kh\u00e1i ni\u1ec7m ri\u00eang bi\u1ec7t:<\/strong>\n
          \n
        • Sai l\u1ea7m:<\/strong> Kh\u00f4ng li\u00ean k\u1ebft ch\u1eb7t ch\u1ebd gi\u1eefa EX v\u00e0 CX, b\u1ecf l\u1ee1 c\u01a1 h\u1ed9i t\u0103ng doanh thu.<\/li>\n
        • Kh\u1eafc ph\u1ee5c:<\/strong> T\u1ed5 ch\u1ee9c v\u00e0 t\u00edch h\u1ee3p c\u00e1c m\u1ee5c ti\u00eau, khuy\u1ebfn kh\u00edch c\u1ea3 EX v\u00e0 CX, \u0111\u1ed3ng th\u1eddi \u0111\u1ea3m b\u1ea3o nh\u00e2n vi\u00ean c\u00f3 ti\u1ebfng n\u00f3i trong vi\u1ec7c thi\u1ebft k\u1ebf ch\u01b0\u01a1ng tr\u00ecnh CX.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n
          \"Ban
          Ban Chon Trai Nghiem Khach Hang Cx Hay Trai Nghiem Nhan Vien Ex 1<\/figcaption><\/figure>\n

          Nh\u1eefng c\u00e1ch kh\u1eafc ph\u1ee5c bao g\u1ed3m vi\u1ec7c t\u1ea1o gi\u00e1 tr\u1ecb m\u00e0 kh\u00f4ng ch\u1ec9 gi\u1ea3m chi ph\u00ed, t\u00edch h\u1ee3p nghi\u00ean c\u1ee9u gi\u00e1 tr\u1ecb kh\u00e1ch h\u00e0ng v\u00e0o c\u00e1c chi\u1ebfn l\u01b0\u1ee3c, v\u00e0 \u0111\u1ea3m b\u1ea3o s\u1ef1 h\u1ee3p t\u00e1c gi\u1eefa nh\u00f3m EX v\u00e0 CX. B\u1eb1ng c\u00e1ch n\u00e0y, c\u00e1c doanh nghi\u1ec7p c\u00f3 th\u1ec3 th\u00edch \u1ee9ng v\u1edbi s\u1ef1 thay \u0111\u1ed5i c\u1ee7a kh\u00e1ch h\u00e0ng sau \u0111\u1ea1i d\u1ecbch v\u00e0 duy tr\u00ec s\u1ef1 ph\u00f9 h\u1ee3p c\u1ee7a m\u00ecnh trong th\u1ecb tr\u01b0\u1eddng c\u1ea1nh tranh.<\/p>\n","protected":false},"excerpt":{"rendered":"

          Trong c\u1ed9ng \u0111\u1ed3ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, m\u1ed9t c\u00e2u h\u1ecfi th\u01b0\u1eddng \u0111\u01b0\u1ee3c \u0111\u1eb7t ra l\u00e0 li\u1ec7u tr\u1ea3i nghi\u1ec7m nh\u00e2n vi\u00ean (EX) c\u00f3 t\u01b0\u01a1ng \u0111\u01b0\u01a1ng v\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) hay kh\u00f4ng. C\u00f3 \u00fd ki\u1ebfn cho r\u1eb1ng n\u1ebfu ch\u00fang ta t\u1ea1o ra tr\u1ea3i nghi\u1ec7m nh\u00e2n vi\u00ean t\u1ed1t, th\u00ec s\u1ebd t\u1ef1 nhi\u00ean d\u1eabn \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m […]<\/p>\n","protected":false},"author":1,"featured_media":397111,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_seopress_robots_primary_cat":"","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","jnews-multi-image_gallery":[],"jnews_single_post":{"subtitle":"Customer Experience | Employee Experience","format":"standard","video":"","gallery":"","source_name":"","source_url":"","via_name":"","via_url":"","override_template":"0","override":[{"template":"2","single_blog_custom":"","parallax":"1","fullscreen":"1","layout":"right-sidebar","sidebar":"default-sidebar","second_sidebar":"default-sidebar","sticky_sidebar":"1","share_position":"bottom","share_float_style":"share-monocrhome","show_share_counter":"1","show_view_counter":"1","show_featured":"1","show_post_meta":"1","show_post_author":"1","show_post_author_image":"1","show_post_date":"0","post_date_format":"default","post_date_format_custom":"Y\/m\/d","show_post_category":"1","show_post_reading_time":"0","post_reading_time_wpm":"300","show_zoom_button":"1","zoom_button_out_step":"3","zoom_button_in_step":"5","show_post_tag":"1","show_prev_next_post":"1","show_popup_post":"1","number_popup_post":"1","show_author_box":"0","show_post_related":"1","show_inline_post_related":"1"}],"override_image_size":"0","image_override":[{"single_post_thumbnail_size":"crop-500","single_post_gallery_size":"crop-500"}],"trending_post":"0","trending_post_position":"meta","trending_post_label":"Trending","sponsored_post":"0","sponsored_post_label":"Sponsored by","sponsored_post_name":"","sponsored_post_url":"","sponsored_post_logo_enable":"0","sponsored_post_logo":"","sponsored_post_desc":"","disable_ad":"0"},"jnews_primary_category":{"id":"","hide":""},"footnotes":""},"categories":[171],"tags":[210,209],"class_list":["post-396708","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-trai-nghiem-khach-hang","tag-cx","tag-ex"],"_links":{"self":[{"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/posts\/396708","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/comments?post=396708"}],"version-history":[{"count":1,"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/posts\/396708\/revisions"}],"predecessor-version":[{"id":397114,"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/posts\/396708\/revisions\/397114"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/media\/397111"}],"wp:attachment":[{"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/media?parent=396708"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/categories?post=396708"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/tags?post=396708"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}