{"id":109481,"date":"2021-06-08T04:39:39","date_gmt":"2021-06-07T21:39:39","guid":{"rendered":"https:\/\/tino.org\/?p=746"},"modified":"2025-06-11T16:02:52","modified_gmt":"2025-06-11T09:02:52","slug":"customer-experience-la-gi","status":"publish","type":"post","link":"https:\/\/tino.vn\/blog\/customer-experience-la-gi\/","title":{"rendered":"Customer Experience l\u00e0 g\u00ec? C\u00e1c c\u1ea5p \u0111\u1ed9 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng"},"content":{"rendered":"\n\n\n<p><strong>Customer Experience t\u1ea1o n\u00ean s\u1ef1 k\u1ebft n\u1ed1i \u0111\u1eb7c bi\u1ec7t gi\u1eefa doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng, mang l\u1ea1i c\u1ea3m gi\u00e1c tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi cho kh\u00e1ch h\u00e0ng trong qu\u00e1 tr\u00ecnh mua s\u1eafm s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5.<\/strong>\n<\/p>\n\n\n\n<h2 id=\"Customer_Experience_l\u00e0_g\u00ec?\"><a id=\"post-746-_h7ef4tjvajpv\"><\/a><strong>Customer Experience l\u00e0 g\u00ec?<\/strong><\/h2>\n\n\n\n<p>\n  Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 nh\u00e2n t\u1ed1 h\u00e0ng \u0111\u1ea7u trong th\u1eddi \u0111\u1ea1i c\u00f4ng ngh\u1ec7 ti\u00ean ti\u1ebfn, mang l\u1ea1i s\u1ee9c c\u1ea1nh tranh m\u1ea1nh m\u1ebd. B\u00ean c\u1ea1nh ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 c\u0169ng d\u1eabn \u0111\u1ebfn s\u1ef1 th\u00e0nh c\u00f4ng cho m\u1ed9t doanh nghi\u1ec7p. \u0110i\u1ec1u n\u00e0y kh\u00f4ng ch\u1ec9 gi\u00fap b\u1ea1n t\u0103ng doanh thu m\u00e0 c\u00f2n x\u00e2y d\u1ef1ng m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u uy t\u00edn trong m\u1eaft kh\u00e1ch h\u00e0ng.\n<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/tino.vn\/blog\/wp-content\/uploads\/2025\/06\/word-image-1.jpg\" alt=\"customer-experience-la-gi\" class=\"wp-image-749\" title=\"\"><\/figure><\/div>\n\n\n\n<h3 id=\"Kh\u00e1i_ni\u1ec7m_Customer_Experience\"><a id=\"post-746-_emhj3bx4r88p\"><\/a><strong>Kh\u00e1i ni\u1ec7m Customer Experience<\/strong><\/h3>\n\n\n\n<p>\n  Customer Experience (T\u1ea1m d\u1ecbch: <em>Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/em>, vi\u1ebft t\u1eaft: <strong>CX<\/strong>) l\u00e0 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng trong qu\u00e1 tr\u00ecnh ti\u1ebfp x\u00fac v\u1edbi s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a m\u1ed9t doanh nghi\u1ec7p. Kh\u00e1i ni\u1ec7m n\u00e0y c\u00f2n l\u00e0 k\u1ebft qu\u1ea3 c\u1ee7a vi\u1ec7c t\u01b0\u01a1ng t\u00e1c gi\u1eefa doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng. Ch\u1eb3ng h\u1ea1n nh\u01b0 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3: truy c\u1eadp v\u00e0o website c\u1ee7a doanh nghi\u1ec7p \u0111\u1ec3 t\u00ecm ki\u1ebfm s\u1ea3n ph\u1ea9m, tham gia ho\u1ea1t \u0111\u1ed9ng Marketing do doanh nghi\u1ec7p t\u1ed5 ch\u1ee9c, d\u00f9ng th\u1eed s\u1ea3n ph\u1ea9m m\u1edbi c\u1ee7a doanh nghi\u1ec7p v\u00e0 cho \u0111\u00e1nh gi\u00e1,&#8230; T\u1ea5t c\u1ea3 c\u00e1c ho\u1ea1t \u0111\u1ed9ng n\u00e0y \u0111\u1ec1u n\u1eb1m trong kh\u00e1i ni\u1ec7m CX.\n<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/tino.vn\/blog\/wp-content\/uploads\/2025\/06\/word-image.png\" alt=\"customer-experience-la-gi\" class=\"wp-image-751\" title=\"\"><\/figure><\/div>\n\n\n\n<p>\n  Trong nh\u1eefng n\u0103m g\u1ea7n \u0111\u00e2y, c\u1ee5m t\u1eeb Customer Experience \u0111\u00e3 tr\u1edf n\u00ean ph\u1ed5 bi\u1ebfn v\u1edbi c\u00e1c doanh nghi\u1ec7p Vi\u1ec7t Nam. Nh\u1eefng tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi d\u00e0nh cho kh\u00e1ch h\u00e0ng \u0111\u00e3 t\u0103ng s\u1ee9c c\u1ea1nh tranh c\u1ee7a doanh nghi\u1ec7p tr\u01b0\u1edbc c\u00e1c \u0111\u1ed1i th\u1ee7 n\u1eb7ng k\u00fd. Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng mang xu h\u01b0\u1edbng c\u00e1 nh\u00e2n, bao h\u00e0m to\u00e0n b\u1ed9 s\u1ef1 tham gia c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi c\u00e1c m\u1ee9c \u0111\u1ed9 kh\u00e1c nhau (l\u00fd tr\u00ed, t\u00ecnh c\u1ea3m, th\u1ec3 ch\u1ea5t, tinh th\u1ea7n).\n<\/p>\n\n\n\n<h3 id=\"L\u1ee3i_\u00edch_c\u1ee7a_Customer_Experience_\u0111\u1ed1i_v\u1edbi_doanh_nghi\u1ec7p\"><a id=\"post-746-_xxveviaw0t41\"><\/a><strong>L\u1ee3i \u00edch c\u1ee7a Customer Experience \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p<\/strong><\/h3>\n\n\n\n<h4 id=\"T\u0103ng_nh\u1eadn_di\u1ec7n_th\u01b0\u01a1ng_hi\u1ec7u\"><a id=\"post-746-_mfwcpi39vsg\"><\/a><strong>T\u0103ng nh\u1eadn di\u1ec7n th\u01b0\u01a1ng hi\u1ec7u<\/strong><\/h4>\n\n\n\n<p>\n  Ngo\u00e0i ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m, tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi gi\u00fap kh\u00e1ch h\u00e0ng \u0111\u1ec3 l\u1ea1i nh\u1eefng \u0111\u00e1nh gi\u00e1 t\u00edch c\u1ef1c cho doanh nghi\u1ec7p. T\u1eeb \u0111\u00f3, th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n s\u1ebd \u0111\u01b0\u1ee3c nhi\u1ec1u ng\u01b0\u1eddi bi\u1ebft \u0111\u1ebfn v\u00e0 tin d\u00f9ng h\u01a1n.\n<\/p>\n\n\n\n<h4 id=\"Gi\u1eef_ch\u00e2n_kh\u00e1ch_h\u00e0ng\"><a id=\"post-746-_wpk0sw73cswc\"><\/a><strong>Gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng<\/strong><\/h4>\n\n\n\n<p>\n  N\u1ebfu \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 t\u1ed1i \u01b0u, ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng c\u0169 \u1edf l\u1ea1i \u0111\u1ed3ng h\u00e0nh c\u00f9ng doanh nghi\u1ec7p r\u1ea5t cao. Customer Experience c\u00f3 vai tr\u00f2 gia t\u0103ng s\u1ef1 trung th\u00e0nh v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng. Nh\u1edd \u0111\u00f3, h\u1ecd s\u1ebd ti\u1ebfp t\u1ee5c s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 ho\u1eb7c s\u1ea3n ph\u1ea9m c\u1ee7a doanh nghi\u1ec7p.\n<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter is-resized\"><img decoding=\"async\" src=\"https:\/\/tino.vn\/blog\/wp-content\/uploads\/2025\/06\/word-image-2.jpg\" alt=\"customer-experience-la-gi\" class=\"wp-image-753\" width=\"840\" height=\"449\" title=\"\"><\/figure><\/div>\n\n\n\n<h4 id=\"Mang_\u0111\u1ebfn_s\u1ef1_h\u00e0i_l\u00f2ng\"><a id=\"post-746-_oyie52gexfai\"><\/a><strong>Mang \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng<\/strong><\/h4>\n\n\n\n<p>\n  Customer Experience mang l\u1ea1i nh\u1eefng tr\u1ea3i nghi\u1ec7m th\u00fa v\u1ecb v\u00e0 m\u1edbi m\u1ebb, t\u1ea1o n\u00ean s\u1ef1 h\u00e0i l\u00f2ng tuy\u1ec7t \u0111\u1ed1i cho kh\u00e1ch h\u00e0ng. Nh\u1edd \u0111\u00f3, h\u1ecd s\u1ebd \u0111\u00e1nh gi\u00e1 s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p cao h\u01a1n, th\u1eadm ch\u00ed s\u1ebd quay l\u1ea1i s\u1eed d\u1ee5ng l\u1ea7n n\u1eefa.\n<\/p>\n\n\n\n<h4 id=\"T\u0103ng_t\u1ef7_l\u1ec7_chuy\u1ec3n_\u0111\u1ed5i\"><a id=\"post-746-_1qf7ti52irms\"><\/a><strong>T\u0103ng t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i<\/strong><\/h4>\n\n\n\n<p>   Khi kh\u00e1ch h\u00e0ng c\u00f3 nh\u1eefng tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi trong qu\u00e1 tr\u00ecnh s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5, h\u1ecd s\u1ebd c\u00f3 c\u00e1i nh\u00ecn t\u00edch c\u1ef1c h\u01a1n v\u1ec1 doanh nghi\u1ec7p. Nh\u1edd \u0111\u00f3, c\u01a1 h\u1ed9i b\u00e1n h\u00e0ng c\u1ee7a doanh nghi\u1ec7p t\u0103ng cao. \u0110\u1ed3ng th\u1eddi, t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng s\u1ebd \u0111\u01b0\u1ee3c chuy\u1ec3n \u0111\u1ed5i sang kh\u00e1ch h\u00e0ng mua\/d\u00f9ng ch\u00ednh th\u1ee9c c\u1ee7a doanh nghi\u1ec7p. <\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><em><strong><a href=\"https:\/\/tino.vn\/blog\/\" class=\"rank-math-link\">T\u01b0 v\u1ea5n chuy\u1ec3n \u0111\u1ed5i s\u1ed1 mi\u1ec5n ph\u00ed<\/a><\/strong><\/em><\/p><\/blockquote>\n\n\n\n<h2 id=\"C\u00e1c_c\u1ea5p_\u0111\u1ed9_tr\u1ea3i_nghi\u1ec7m_kh\u00e1ch_h\u00e0ng\"><a id=\"post-746-_m77to5buibpm\"><\/a><strong>C\u00e1c c\u1ea5p \u0111\u1ed9 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/strong><\/h2>\n\n\n\n<p>\n  Hi\u1ec7n t\u1ea1i, c\u00f3 4 ch\u1ec9 s\u1ed1 quan tr\u1ecdng th\u1ec3 hi\u1ec7n c\u00e1c c\u1ea5p \u0111\u1ed9 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. 4 ch\u1ec9 s\u1ed1 n\u00e0y bao g\u1ed3m:\n<\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<ul class=\"wp-block-list\"><li>\n    Customer Effort Score (<strong>CES<\/strong>): \u0110i\u1ec3m n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng\n  <\/li><li>\n    Net Promoter Score (<strong>NPS<\/strong>): \u0110i\u1ec3m s\u1ed1 nh\u00e0 qu\u1ea3ng c\u00e1o r\u00f2ng\n  <\/li><li>\n    Customer Satisfaction Score (<strong>CSAT<\/strong>): \u0110i\u1ec3m h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng\n  <\/li><li>\n    Time To Resolution (<strong>TTR<\/strong>): Th\u1eddi gian gi\u1ea3i quy\u1ebft nhu c\u1ea7u kh\u00e1ch h\u00e0ng\n  <\/li><\/ul>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter is-resized\"><img decoding=\"async\" src=\"https:\/\/tino.vn\/blog\/wp-content\/uploads\/2025\/06\/word-image-3.jpg\" alt=\"customer-experience-la-gi\" class=\"wp-image-755\" width=\"800\" height=\"450\" title=\"\"><\/figure><\/div>\n\n\n\n<p>\n  Nh\u1eefng ch\u1ec9 s\u1ed1 n\u00e0y \u0111\u01b0\u1ee3c thu th\u1eadp t\u1eeb \u00fd ki\u1ebfn c\u1ee7a kh\u00e1ch h\u00e0ng th\u00f4ng qua c\u00e1c b\u1ea3ng kh\u1ea3o s\u00e1t. Nh\u1edd \u0111\u00f3, doanh nghi\u1ec7p \u0111o l\u01b0\u1eddng \u0111\u01b0\u1ee3c c\u00e1c c\u1ea5p \u0111\u1ed9 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. Vi\u1ec7c ph\u00e2n t\u00edch 4 ch\u1ec9 s\u1ed1 s\u1ebd gi\u00fap doanh nghi\u1ec7p t\u00ecm ra nguy\u00ean nh\u00e2n khi\u1ebfn qu\u00e1 tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng suy gi\u1ea3m (n\u1ebfu c\u00f3) v\u00e0 \u0111\u01b0a ra h\u01b0\u1edbng gi\u1ea3i quy\u1ebft nhanh ch\u00f3ng.\n<\/p>\n\n\n\n<h3 id=\"Customer_Effort_Score_(CES)\"><a id=\"post-746-_jqytfw13jcxv\"><\/a><strong>Customer Effort Score (CES)<\/strong><\/h3>\n\n\n\n<p>\n  Ch\u1ec9 s\u1ed1 n\u00e0y \u0111\u01b0\u1ee3c t\u1ea1o ra nh\u1eb1m kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng v\u1ec1 m\u1ee9c \u0111\u1ed9 d\u1ec5 d\u00e0ng tr\u1ea3i nghi\u1ec7m s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5. \u0110a s\u1ed1 ng\u01b0\u1eddi d\u00f9ng \u0111\u1ec1u t\u1eeb b\u1ecf nh\u1eefng s\u1ea3n ph\u1ea9m \u0111\u00f2i h\u1ecfi t\u00ednh n\u1ed7 l\u1ef1c cao (s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 qu\u00e1 kh\u00f3 s\u1eed d\u1ee5ng).\n<\/p>\n\n\n\n<p>\n  CES bi\u1ec3u th\u1ecb c\u00e1c v\u1ea5n \u0111\u1ec1 c\u00e1c doanh nghi\u1ec7p th\u01b0\u1eddng g\u1eb7p ph\u1ea3i nh\u01b0: th\u1eddi gian mua h\u00e0ng l\u00e2u, v\u1ecb tr\u00ed c\u00f4ng ty kh\u00f4ng thu\u1eadn ti\u1ec7n, kh\u00f3 li\u00ean l\u1ea1c v\u1edbi nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3,&#8230; \u0110\u00e2y l\u00e0 nh\u1eefng v\u1ea5n \u0111\u1ec1 doanh nghi\u1ec7p c\u1ea7n kh\u1eafc ph\u1ee5c nhanh ch\u00f3ng.\n<\/p>\n\n\n\n<p>\n  Ch\u1ec9 s\u1ed1 n\u00e0y c\u00f3 nhi\u1ec7m v\u1ee5 d\u1ef1 \u0111o\u00e1n h\u00e0nh vi c\u1ee7a kh\u00e1ch h\u00e0ng trong t\u01b0\u01a1ng lai. So v\u1edbi CSAT v\u00e0 NPS, CES c\u00f3 s\u1ee9c d\u1ef1 \u0111o\u00e1n m\u1ea1nh m\u1ebd h\u01a1n.\n<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter is-resized\"><img decoding=\"async\" src=\"https:\/\/tino.vn\/blog\/wp-content\/uploads\/2025\/06\/word-image-4.jpg\" alt=\"customer-experience-la-gi\" class=\"wp-image-757\" width=\"705\" height=\"369\" title=\"\"><\/figure><\/div>\n\n\n\n<h3 id=\"Customer_Satisfaction_Score_(CSAT)\"><a id=\"post-746-_f8ae1lgpytdi\"><\/a><strong>Customer Satisfaction Score (CSAT)<\/strong><\/h3>\n\n\n\n<p>\n  \u0110\u00e2y l\u00e0 th\u01b0\u1edbc \u0111o c\u00f3 vai tr\u00f2 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. C\u00e1ch th\u1ee9c s\u1eed d\u1ee5ng ch\u1ec9 s\u1ed1 n\u00e0y r\u1ea5t \u0111\u01a1n gi\u1ea3n v\u00e0 mang l\u1ea1i hi\u1ec7u qu\u1ea3 v\u01b0\u1ee3t tr\u1ed9i. CSAT khi\u1ebfn kh\u00e1ch h\u00e0ng t\u1eadp trung v\u00e0o nh\u1eefng \u0111i\u1ec3m ti\u1ebfp x\u00fac c\u1ee5 th\u1ec3 m\u00e0 h\u1ecd h\u00e0i l\u00f2ng ho\u1eb7c kh\u00f4ng h\u00e0i l\u00f2ng.\n<\/p>\n\n\n\n<p>\n  V\u00ed d\u1ee5: CSAT \u0111\u1eb7t ra c\u00e2u h\u1ecfi: \u201cS\u1ea3n ph\u1ea9m X c\u1ee7a Tino Group s\u1eed d\u1ee5ng t\u1ed1t kh\u00f4ng?\u201d v\u00e0 m\u1ed9t b\u1ea3ng \u0111i\u1ec3m t\u1ed1i \u0111a l\u00e0 5 ho\u1eb7c 7. Trong \u0111\u00f3, \u0111i\u1ec3m 1 bi\u1ec3u th\u1ecb: \u201cR\u1ea5t kh\u00f4ng h\u00e0i l\u00f2ng\u201d v\u00e0 \u0111i\u1ec3m 5 ho\u1eb7c 7 bi\u1ec3u th\u1ecb: \u201cR\u1ea5t h\u00e0i l\u00f2ng\u201d).\n<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/tino.vn\/blog\/wp-content\/uploads\/2025\/06\/word-image-5.jpg\" alt=\"customer-experience-la-gi\" class=\"wp-image-759\" title=\"\"><\/figure><\/div>\n\n\n\n<p>\n  Tuy CSAT gi\u00fap \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng nh\u01b0ng ch\u1ec9 s\u1ed1 n\u00e0y kh\u00f4ng d\u1ef1 \u0111o\u00e1n \u0111\u01b0\u1ee3c k\u1ebft qu\u1ea3 d\u00e0i h\u1ea1n nh\u01b0 kh\u1ea3 n\u0103ng ti\u1ebfp t\u1ee5c s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a kh\u00e1ch h\u00e0ng. Nh\u1edd ch\u1ec9 s\u1ed1 n\u00e0y, doanh nghi\u1ec7p s\u1ebd bi\u1ebft \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u00e0nh c\u00f4ng hay th\u1ea5t b\u1ea1i.\n<\/p>\n\n\n\n<h3 id=\"Net_Promoter_Score_(NPS)\"><a id=\"post-746-_gw9p1tqf1m87\"><\/a><strong>Net Promoter Score (NPS)<\/strong><\/h3>\n\n\n\n<p>\n  NPS \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 \u0111i\u1ec3m s\u1ed1 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng d\u00e0nh cho doanh nghi\u1ec7p. Ch\u1ec9 s\u1ed1 n\u00e0y t\u1eadp trung v\u00e0o c\u00e2u h\u1ecfi \u201cKh\u1ea3 n\u0103ng b\u1ea1n gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m c\u1ee7a c\u00f4ng ty n\u00e0y cho b\u1ea1n b\u00e8 ho\u1eb7c \u0111\u1ed3ng nghi\u1ec7p c\u1ee7a m\u00ecnh l\u00e0 bao nhi\u00eau? \u0110\u00e1nh gi\u00e1 t\u1eeb 0 &#8211; 10 \u0111i\u1ec3m\u201d.\n<\/p>\n\n\n\n<p>\n  Khi \u1ea5y, doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean thang \u0111i\u1ec3m: 0 &#8211; 6: ng\u01b0\u1eddi d\u00f9ng ti\u00eau c\u1ef1c, 7 &#8211; 8: ng\u01b0\u1eddi d\u00f9ng th\u1ee5 \u0111\u1ed9ng, 9 &#8211; 10: ng\u01b0\u1eddi d\u00f9ng qu\u1ea3ng b\u00e1.\n<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter is-resized\"><img decoding=\"async\" src=\"https:\/\/tino.vn\/blog\/wp-content\/uploads\/2025\/06\/word-image-6.jpg\" alt=\"customer-experience-la-gi\" class=\"wp-image-761\" width=\"768\" height=\"359\" title=\"\"><\/figure><\/div>\n\n\n\n<p>\n  NPS l\u00e0 ch\u1ec9 s\u1ed1 mang l\u1ea1i gi\u00e1 tr\u1ecb cho m\u1ed7i doanh nghi\u1ec7p. Ch\u1ec9 s\u1ed1 n\u00e0y c\u00f3 ch\u1ee9c n\u0103ng \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u00ean nhi\u1ec1u k\u00eanh v\u00e0 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac. NPS th\u01b0\u1eddng mang l\u1ea1i nh\u1eefng \u0111\u00e1nh gi\u00e1 ch\u00e2n th\u1ef1c nh\u1ea5t v\u00ec ch\u00fang t\u1eadp trung v\u00e0o th\u1eddi gian d\u00e0i h\u1ea1n. B\u1ea3ng kh\u1ea3o s\u00e1t NPS th\u01b0\u1eddng \u0111\u01b0\u1ee3c g\u1eedi \u0111\u1ebfn b\u1ea5t k\u1ef3 kh\u00e1ch h\u00e0ng n\u00e0o theo m\u1ed7i qu\u00fd ch\u1ee9 kh\u00f4ng \u01b0u ti\u00ean kh\u1ea3o s\u00e1t l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c g\u1ea7n \u0111\u00e2y.\n<\/p>\n\n\n\n<h3 id=\"Time_To_Resolution_(TTR)\"><a id=\"post-746-_t7l8x4rf59up\"><\/a><strong>Time To Resolution (TTR)<\/strong><\/h3>\n\n\n\n<p>\n  \u0110\u00e2y l\u00e0 th\u1eddi gian trung b\u00ecnh \u0111\u1ec3 b\u1ed9 ph\u1eadn CSKH t\u00ecm h\u01b0\u1edbng gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 kh\u00e1ch h\u00e0ng g\u1eb7p ph\u1ea3i. Time To Resolution \u0111\u01b0\u1ee3c \u0111o b\u1eb1ng ng\u00e0y ho\u1eb7c gi\u1edd l\u00e0m vi\u1ec7c. C\u00f4ng th\u1ee9c t\u00ednh TTR nh\u01b0 sau:\n<\/p>\n\n\n\n<p><em>TTR = T\u1ed5ng th\u1eddi gian gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1\/S\u1ed1 l\u01b0\u1ee3ng c\u00e1c v\u1ea5n \u0111\u1ec1 \u0111\u00e3 gi\u1ea3i quy\u1ebft<\/em>\n<\/p>\n\n\n\n<p>\n  D\u1ef1a tr\u00ean Customer Experience, nguy\u00ean nh\u00e2n khi\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng gi\u1ea3m s\u00fac l\u00e0 th\u1eddi gian ch\u1edd \u0111\u1ee3i\/ph\u1ea3n h\u1ed3i l\u00e2u. Do \u0111\u00f3, TTR \u0111\u00f3ng vai tr\u00f2 v\u00f4 c\u00f9ng quan tr\u1ecdng trong vi\u1ec7c theo d\u00f5i v\u00e0 c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. \n<\/p>\n\n\n\n<p>\n  Time To Resolution c\u00e0ng ng\u1eafn, s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 tin t\u01b0\u1edfng c\u1ee7a kh\u00e1ch h\u00e0ng c\u00e0ng cao v\u00e0 ng\u01b0\u1ee3c l\u1ea1i.\n<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/tino.vn\/blog\/wp-content\/uploads\/2025\/06\/word-image-7.jpg\" alt=\"customer-experience-la-gi\" class=\"wp-image-763\" title=\"\"><\/figure><\/div>\n\n\n\n<p>   Customer Experience gi\u00fap doanh nghi\u1ec7p nh\u1eadn \u0111\u1ecbnh \u0111\u00fang \u0111\u1eafn v\u00e0 ch\u00ednh x\u00e1c h\u01a1n v\u1ec1 g\u00f3c nh\u00ecn c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh. L\u00e0 m\u1ed9t ch\u1ee7 doanh nghi\u1ec7p, b\u1ea1n h\u00e3y t\u1eadn d\u1ee5ng t\u1ed1i \u0111a t\u00ednh n\u0103ng c\u1ee7a Customer Experience \u0111\u1ec3 nghe v\u00e0 hi\u1ec3u nh\u1eefng \u0111i\u1ec1u kh\u00e1ch h\u00e0ng mong mu\u1ed1n, mang l\u1ea1i <a href=\"https:\/\/tino.vn\/blog\/chi-tieu-danh-gia-hieu-qua-kinh-doanh\/\" target=\"_blank\" aria-label=\"hi\u1ec7u qu\u1ea3 kinh doanh  (opens in a new tab)\" rel=\"noreferrer noopener\" class=\"rank-math-link\">hi\u1ec7u qu\u1ea3 kinh doanh <\/a>cao nh\u1ea5t. Ch\u00fac b\u1ea1n th\u00e0nh c\u00f4ng! <\/p>\n\n\n\n<h2 id=\"Nh\u1eefng_c\u00e2u_h\u1ecfi_th\u01b0\u1eddng_g\u1eb7p_v\u1ec1_Customer_Experience\"><a id=\"post-746-_r7n2wfwt8bl\"><\/a><strong>Nh\u1eefng c\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p v\u1ec1 Customer Experience<\/strong><\/h2>\n\n\n<div id=\"rank-math-faq\" class=\"rank-math-block\">\n<div class=\"rank-math-list \">\n<div id=\"faq-question-1623125354916\" class=\"rank-math-list-item\">\n<h3 id=\"Th\u1ebf_n\u00e0o_l\u00e0_tr\u1ea3i_nghi\u1ec7m_kh\u00e1ch_h\u00e0ng_hi\u1ec7u_qu\u1ea3?\"><strong>Th\u1ebf n\u00e0o l\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3?<\/strong><\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Tr\u00ean th\u1ef1c t\u1ebf, vi\u1ec7c \u0111\u00e1nh gi\u00e1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00f4ng d\u1ef1a tr\u00ean m\u1ed9t quy chu\u1ea9n nh\u1ea5t \u0111\u1ecbnh n\u00e0o. Tuy nhi\u00ean, d\u1ef1a tr\u00ean nghi\u00ean c\u1ee9u \u0111\u01b0\u1ee3c thu th\u1eadp t\u1eeb Hotjar &#8211; doanh nghi\u1ec7p chuy\u00ean ph\u00e2n t\u00edch, \u0111\u00e1nh gi\u00e1 s\u1ed1 li\u1ec7u t\u1eeb c\u00f4ng ch\u00fang h\u00e0ng \u0111\u1ea7u th\u1ebf gi\u1edbi, ch\u00fang t\u00f4i \u0111\u00e3 t\u1ed5ng h\u1ee3p \u0111\u01b0\u1ee3c m\u1ed9t s\u1ed1 y\u1ebfu t\u1ed1 \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t l\u00e0:<br \/>&#8211; H\u1ea1n ch\u1ebf t\u1ed1i \u0111a s\u1ef1 kh\u00f4ng h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng trong m\u1ecdi \u201c\u0111i\u1ec3m ch\u1ea1m\u201d (Touch Points), nhanh ch\u00f3ng ph\u00e1t hi\u1ec7n \u0111\u01b0\u1ee3c c\u00e1c v\u1ea5n \u0111\u1ec1 kh\u00e1ch h\u00e0ng g\u1eb7p ph\u1ea3i v\u00e0 gi\u1ea3i quy\u1ebft ch\u00fang<br \/>&#8211; Ph\u00e1t tri\u1ec3n chu\u1ed7i feedback \u0111\u01b0\u1ee3c thu th\u1eadp, quy chu\u1ea9n v\u00e0 ph\u00e2n t\u00edch th\u01b0\u1eddng xuy\u00ean<br \/>&#8211; Lu\u00f4n c\u0103n c\u1ee9 v\u00e0o c\u00e1c \u0111\u00e1nh gi\u00e1 c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 d\u1ec5 d\u00e0ng th\u1ea5u hi\u1ec3u nh\u1eefng mong mu\u1ed1n v\u00e0 nguy\u1ec7n v\u1ecdng c\u1ee7a h\u1ecd<br \/>&#8211; L\u1eafng nghe kh\u00e1ch h\u00e0ng lu\u00f4n l\u00e0 y\u1ebfu t\u1ed1 ti\u00ean quy\u1ebft gi\u00fap doanh nghi\u1ec7p gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng d\u00e0i l\u00e2u<br \/>T\u00f3m l\u1ea1i, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 l\u00e0 t\u00f4n ch\u1ec9 c\u1ee7a m\u1ecdi doanh nghi\u1ec7p. T\u1eeb nh\u1eefng v\u1ea5n \u0111\u1ec1 nh\u01b0: nghi\u00ean c\u1ee9u, ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m \u0111\u1ebfn qu\u00e1 tr\u00ecnh ti\u1ebfp x\u00fac, nh\u1eadn ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng sau khi s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m c\u1ea7n \u0111\u01b0\u1ee3c ch\u00fa tr\u1ecdng.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1623125395333\" class=\"rank-math-list-item\">\n<h3 id=\"\u0110i\u1ec1u_g\u00ec_khi\u1ebfn_kh\u00e1ch_h\u00e0ng_kh\u00f3_ch\u1ecbu_trong_qu\u00e1_tr\u00ecnh_tr\u1ea3i_nghi\u1ec7m?\"><strong>\u0110i\u1ec1u g\u00ec khi\u1ebfn kh\u00e1ch h\u00e0ng kh\u00f3 ch\u1ecbu trong qu\u00e1 tr\u00ecnh tr\u1ea3i nghi\u1ec7m?<\/strong><\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Doanh nghi\u1ec7p c\u1ea7n l\u01b0u \u00fd m\u1ed9t s\u1ed1 y\u1ebfu t\u1ed1 sau \u0111\u1ec3 tr\u00e1nh \u201cm\u1ea5t l\u00f2ng\u201d kh\u00e1ch h\u00e0ng:<br \/>&#8211; Th\u00e1i \u0111\u1ed9 nh\u00e2n vi\u00ean th\u00f4 l\u1ed7, kh\u00f4ng chuy\u00ean nghi\u1ec7p v\u00e0 thi\u1ebfu chu\u1ea9n m\u1ef1c<br \/>&#8211; S\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 ch\u1ec9 ph\u00f9 h\u1ee3p v\u1edbi m\u1ed9t b\u1ed9 ph\u1eadn kh\u00e1ch h\u00e0ng nh\u1ea5t \u0111\u1ecbnh, kh\u00f4ng \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a<br \/>&#8211; L\u1ea1m d\u1ee5ng nhi\u1ec1u y\u1ebfu t\u1ed1 t\u1ef1 \u0111\u1ed9ng h\u00f3a, kh\u00f4ng c\u00f3 s\u1ef1 h\u1ed7 tr\u1ee3 t\u1eeb chuy\u00ean vi\u00ean c\u1ee7a doanh nghi\u1ec7p<br \/>&#8211; Kh\u00f4ng tr\u1ea3 l\u1eddi ho\u1eb7c tr\u1ea3 l\u1eddi ch\u1eadm tr\u1ec5 c\u00e1c th\u1eafc m\u1eafc, c\u00e2u h\u1ecfi li\u00ean quan c\u1ee7a kh\u00e1ch h\u00e0ng<br \/>&#8211; Nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng ch\u01b0a \u0111\u1ee7 tinh t\u1ebf v\u00e0 th\u1ea5u hi\u1ec3u \u0111i\u1ec1u kh\u00e1ch h\u00e0ng mong mu\u1ed1n<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1623125475289\" class=\"rank-math-list-item\">\n<h3 id=\"Khi_tri\u1ec3n_khai_qu\u1ea3n_tr\u1ecb_tr\u1ea3i_nghi\u1ec7m,_kh\u00e1ch_h\u00e0ng_th\u01b0\u1eddng_g\u1eb7p_ph\u1ea3i_\u0111i\u1ec1u_g\u00ec?\"><strong>Khi tri\u1ec3n khai qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m, kh\u00e1ch h\u00e0ng th\u01b0\u1eddng g\u1eb7p ph\u1ea3i \u0111i\u1ec1u g\u00ec?<\/strong><\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Trong qu\u00e1 tr\u00ecnh tri\u1ec3n khai tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p th\u01b0\u1eddng g\u1eb7p ph\u1ea3i 2 v\u1ea5n \u0111\u1ec1 sau:<br \/>&#8211; Kh\u00f4ng c\u00f3 h\u1ec7 th\u1ed1ng t\u1ef1 \u0111\u1ed9ng h\u00f3a v\u00e0 \u0111\u1ed3ng b\u1ed9 \u0111\u1ec3 qu\u1ea3n l\u00fd c\u00f3 th\u1ec3 ti\u1ebfp c\u1eadn tr\u1ef1c ti\u1ebfp \u0111\u1ebfn c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng<br \/>&#8211; Kh\u00f4ng th\u00fac \u0111\u1ea9y \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 ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1623125503943\" class=\"rank-math-list-item\">\n<h3 id=\"L\u00e0m_th\u1ebf_n\u00e0o_\u0111\u1ec3_kh\u00e1ch_h\u00e0ng_\u0111\u00f3ng_g\u00f3p_\u00fd_ki\u1ebfn_cho_doanh_nghi\u1ec7p?\"><strong>L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 kh\u00e1ch h\u00e0ng \u0111\u00f3ng g\u00f3p \u00fd ki\u1ebfn cho doanh nghi\u1ec7p?<\/strong><\/h3>\n<div class=\"rank-math-answer \">\n\n<p>C\u00f3 3 y\u1ebfu t\u1ed1 c\u01a1 b\u1ea3n t\u1ea1o \u0111\u1ed9ng l\u1ef1c \u0111\u1ec3 kh\u00e1ch h\u00e0ng \u0111\u00f3ng g\u00f3p \u00fd ki\u1ebfn cho doanh nghi\u1ec7p:<br \/><strong>T\u0103ng c\u01b0\u1eddng s\u1ef1 hi\u1ec7n di\u1ec7n c\u1ee7a b\u1ea3ng kh\u1ea3o s\u00e1t<\/strong>: C\u00e1c doanh nghi\u1ec7p c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng m\u00e1y t\u00ednh b\u1ea3ng \u0111\u1ec3 kh\u1ea3o s\u00e1t t\u1ea1i c\u00e1c qu\u1ea7y b\u00e1n h\u00e0ng ho\u1eb7c in m\u00e3 QR d\u1eabn link \u0111\u1ebfn b\u1ea3ng kh\u1ea3o s\u00e1t v\u00e0 \u0111\u1eb7t tr\u00ean h\u00f3a \u0111\u01a1n, menu, b\u00e0n, c\u1eeda,&#8230;<br \/><strong>T\u1ed5 ch\u1ee9c c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn m\u00e3i<\/strong>: Doanh nghi\u1ec7p n\u00ean t\u1ea1o c\u01a1 h\u1ed9i cho kh\u00e1ch h\u00e0ng tham gia ch\u01b0\u01a1ng tr\u00ecnh b\u1ed1c th\u0103m v\u00e0o cu\u1ed1i th\u00e1ng ho\u1eb7c c\u00e1c d\u1ecbp l\u1ec5 quan tr\u1ecdng. H\u00ecnh th\u1ee9c c\u1ee7a ch\u01b0\u01a1ng tr\u00ecnh l\u00e0 h\u1ecd s\u1ebd nh\u1eadn \u0111\u01b0\u1ee3c gi\u1ea3i th\u01b0\u1edfng Y n\u1ebfu ho\u00e0n t\u1ea5t xong phi\u1ebfu \u0111\u00e1nh gi\u00e1 ng\u1eafn. C\u00e1ch n\u00e0y kh\u00f4ng ch\u1ec9 gi\u00fap doanh nghi\u1ec7p nh\u1eadn \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 kh\u00e1ch quan m\u00e0 c\u00f2n thu h\u00fat kh\u00e1ch h\u00e0ng cho nh\u1eefng l\u1ea7n mua s\u1eafm k\u1ebf ti\u1ebfp.<br \/><strong>L\u1eafng nghe nhanh, ph\u1ea3n h\u1ed3i t\u1ed1c \u0111\u1ed9<\/strong>: Khi nh\u1eadn \u0111\u01b0\u1ee3c b\u1ea5t k\u1ef3 \u0111\u00e1nh gi\u00e1 n\u00e0o, doanh nghi\u1ec7p c\u00f3 tr\u00e1ch nhi\u1ec7m l\u1eafng nghe v\u00e0 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd. \u0110i\u1ec1u n\u00e0y \u0111\u00f2i h\u1ecfi nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng ph\u1ea3i c\u00f3 ki\u1ebfn th\u1ee9c chuy\u00ean m\u00f4n v\u00e0 gi\u00e0u kinh nghi\u1ec7m trong l\u0129nh v\u1ef1c kinh doanh c\u1ee7a doanh nghi\u1ec7p.<\/p>\n\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n<p>\n  M\u1ecdi th\u1eafc m\u1eafc v\u00e0 g\u00f3p \u00fd li\u00ean quan, xin vui l\u00f2ng<a href=\"https:\/\/tino.vn\/blog\/\"> li\u00ean h\u1ec7 ngay Tino Group<\/a> \u0111\u1ec3 \u0111\u01b0\u1ee3c t\u01b0 v\u1ea5n chi ti\u1ebft ho\u1eb7c<a href=\"https:\/\/www.facebook.com\/tino.com.vn\" rel=\"nofollow noopener\" target=\"_blank\"> Fanpage<\/a> \u0111\u1ec3 c\u1eadp nh\u1eadt nh\u1eefng th\u00f4ng tin m\u1edbi nh\u1ea5t nh\u00e9!\n<\/p>\n\n\n\n<p>\n  Tinh g\u1ecdn quy tr\u00ecnh &#8211; ch\u1ea1m \u0111\u1ec9nh doanh thu &#8211; Tino Group t\u1ef1 tin \u0111\u1ed3ng h\u00e0nh c\u00f9ng doanh nghi\u1ec7p Vi\u1ec7t tr\u00ean h\u00e0nh tr\u00ecnh chuy\u1ec3n \u0111\u1ed5i s\u1ed1!\n<\/p>\n\n\n\n<p><strong>C\u00d4NG TY C\u1ed4 PH\u1ea6N T\u1eacP \u0110O\u00c0N TINO<\/strong>\n<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>     Tr\u1ee5 s\u1edf ch\u00ednh: L17-11, T\u1ea7ng 17, T\u00f2a nh\u00e0 Vincom Center, S\u1ed1 72 L\u00ea Th\u00e1nh T\u00f4n, Ph\u01b0\u1eddng B\u1ebfn Ngh\u00e9, Qu\u1eadn 1, Th\u00e0nh ph\u1ed1 H\u1ed3 Ch\u00ed Minh   <\/li><li>     T\u1ed5ng \u0111\u00e0i mi\u1ec5n ph\u00ed: 1800 6734   <\/li><li>     Email: info@tino.org  <\/li><li>     Website:<a href=\"https:\/\/tino.vn\/blog\/\"> www.tino.org<\/a>   <\/li><\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Customer Experience t\u1ea1o n\u00ean s\u1ef1 k\u1ebft n\u1ed1i \u0111\u1eb7c bi\u1ec7t gi\u1eefa doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng, mang l\u1ea1i c\u1ea3m gi\u00e1c tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi cho kh\u00e1ch h\u00e0ng trong qu\u00e1 tr\u00ecnh mua s\u1eafm s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5. Customer Experience l\u00e0 g\u00ec? Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 nh\u00e2n t\u1ed1 h\u00e0ng \u0111\u1ea7u trong th\u1eddi \u0111\u1ea1i c\u00f4ng ngh\u1ec7 ti\u00ean ti\u1ebfn, mang [&hellip;]<\/p>\n","protected":false},"author":24,"featured_media":747,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[7365],"tags":[6149,6162],"class_list":["post-109481","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-doanh-nghiep","tag-chuyen-doi-so","tag-kien-thuc-kinh-doanh"],"_links":{"self":[{"href":"https:\/\/tino.vn\/blog\/wp-json\/wp\/v2\/posts\/109481","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/tino.vn\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/tino.vn\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/tino.vn\/blog\/wp-json\/wp\/v2\/users\/24"}],"replies":[{"embeddable":true,"href":"https:\/\/tino.vn\/blog\/wp-json\/wp\/v2\/comments?post=109481"}],"version-history":[{"count":1,"href":"https:\/\/tino.vn\/blog\/wp-json\/wp\/v2\/posts\/109481\/revisions"}],"predecessor-version":[{"id":114153,"href":"https:\/\/tino.vn\/blog\/wp-json\/wp\/v2\/posts\/109481\/revisions\/114153"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/tino.vn\/blog\/wp-json\/wp\/v2\/media\/747"}],"wp:attachment":[{"href":"https:\/\/tino.vn\/blog\/wp-json\/wp\/v2\/media?parent=109481"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/tino.vn\/blog\/wp-json\/wp\/v2\/categories?post=109481"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/tino.vn\/blog\/wp-json\/wp\/v2\/tags?post=109481"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}