{"id":26697,"date":"2026-02-03T04:05:19","date_gmt":"2026-02-03T04:05:19","guid":{"rendered":"https:\/\/luxgroup.vn\/people-first-why-true-customer-centricity-begins-inside-the-organization\/"},"modified":"2026-02-03T04:20:39","modified_gmt":"2026-02-03T04:20:39","slug":"people-first-khi-con-nguoi-tro-thanh-nen-tang-cua-tu-duy-lay-khach-hang-lam-trung-tam","status":"publish","type":"post","link":"https:\/\/luxgroup.vn\/vi\/people-first-khi-con-nguoi-tro-thanh-nen-tang-cua-tu-duy-lay-khach-hang-lam-trung-tam\/","title":{"rendered":"People First\u00ae \u2013 Khi con ng\u01b0\u1eddi tr\u1edf th\u00e0nh n\u1ec1n t\u1ea3ng c\u1ee7a t\u01b0 duy \u201cl\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m\u201d"},"content":{"rendered":"

G\u00f3c nh\u00ecn qu\u1ea3n tr\u1ecb t\u1eeb LuxGroup\u00ae<\/span><\/h2>\n

Trong nhi\u1ec1u n\u0103m, \u201ckh\u00e1ch h\u00e0ng l\u00e0 trung t\u00e2m\u201d \u0111\u01b0\u1ee3c coi nh\u01b0 m\u1ed9t ch\u00e2n l\u00fd ph\u1ed5 qu\u00e1t trong qu\u1ea3n tr\u1ecb doanh nghi\u1ec7p. Tuy nhi\u00ean, tr\u00ean th\u1ef1c t\u1ebf, kh\u00f4ng \u00edt doanh nghi\u1ec7p Vi\u1ec7t Nam r\u01a1i v\u00e0o ngh\u1ecbch l\u00fd: c\u00e0ng n\u00f3i nhi\u1ec1u v\u1ec1 kh\u00e1ch h\u00e0ng, tr\u1ea3i nghi\u1ec7m c\u00e0ng r\u1eddi r\u1ea1c; c\u00e0ng \u0111\u1ea7u t\u01b0 cho ch\u0103m s\u00f3c, chi ph\u00ed c\u00e0ng t\u0103ng nh\u01b0ng m\u1ee9c \u0111\u1ed9 trung th\u00e0nh kh\u00f4ng c\u1ea3i thi\u1ec7n t\u01b0\u01a1ng x\u1ee9ng.<\/span><\/p>\n

V\u1ea5n \u0111\u1ec1 kh\u00f4ng n\u1eb1m \u1edf vi\u1ec7c doanh nghi\u1ec7p ch\u01b0a \u0111\u1ee7 thi\u1ec7n ch\u00ed v\u1edbi kh\u00e1ch h\u00e0ng, m\u00e0 \u1edf ch\u1ed7 ch\u01b0a \u0111\u1ee7 n\u0103ng l\u1ef1c t\u1ed5 ch\u1ee9c \u0111\u1ec3 th\u1ef1c s\u1ef1 \u0111\u1eb7t kh\u00e1ch h\u00e0ng v\u00e0o trung t\u00e2m.<\/span><\/p>\n

Khi \u201cl\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m\u201d b\u1ecb hi\u1ec3u sai<\/strong><\/h5>\n

M\u1ed9t sai l\u1ea7m ph\u1ed5 bi\u1ebfn l\u00e0 \u0111\u1ed3ng nh\u1ea5t Customer Centricity v\u1edbi Customer Focus. Trong c\u00e1ch hi\u1ec3u n\u00e0y, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c giao g\u1ea7n nh\u01b0 tr\u1ecdn v\u1eb9n cho b\u1ed9 ph\u1eadn tuy\u1ebfn \u0111\u1ea7u: b\u00e1n h\u00e0ng, ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, l\u1ec5 t\u00e2n. Doanh nghi\u1ec7p \u0111\u1ea7u t\u01b0 \u0111\u00e0o t\u1ea1o k\u1ef9 n\u0103ng giao ti\u1ebfp, xin l\u1ed7i, thuy\u1ebft ph\u1ee5c \u2013 nh\u01b0ng l\u1ea1i b\u1ecf qua nh\u1eefng \u0111i\u1ec3m ch\u1ea1m \u201cv\u00f4 h\u00ecnh\u201d trong n\u1ed9i b\u1ed9 nh\u01b0 quy tr\u00ecnh, c\u00f4ng ngh\u1ec7, ch\u00ednh s\u00e1ch nh\u00e2n s\u1ef1 hay c\u01a1 ch\u1ebf ph\u1ed1i h\u1ee3p li\u00ean ph\u00f2ng ban.<\/span><\/p>\n

K\u1ebft qu\u1ea3 l\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng b\u1ecb \u0111\u1ee9t g\u00e3y ngay t\u1eeb b\u00ean trong, tr\u01b0\u1edbc khi kh\u00e1ch h\u00e0ng k\u1ecbp c\u1ea3m nh\u1eadn b\u1eb1ng l\u1eddi n\u00f3i hay th\u00e1i \u0111\u1ed9.<\/span><\/p>\n

T\u1ea1i LuxGroup<\/strong><\/a><\/span>, m\u1ed9t t\u1eadp \u0111o\u00e0n du l\u1ecbch \u2013 du thuy\u1ec1n \u2013 v\u0103n h\u00f3a cao c\u1ea5p c\u1ee7a Vi\u1ec7t Nam, b\u00e0i to\u00e1n n\u00e0y \u0111\u01b0\u1ee3c ti\u1ebfp c\u1eadn t\u1eeb m\u1ed9t h\u01b0\u1edbng kh\u00e1c: mu\u1ed1n kh\u00e1ch h\u00e0ng l\u00e0 trung t\u00e2m, tr\u01b0\u1edbc h\u1ebft t\u1ed5 ch\u1ee9c ph\u1ea3i xoay \u0111\u01b0\u1ee3c quanh con ng\u01b0\u1eddi b\u00ean trong.<\/span><\/p>\n

\"\"<\/p>\n

People First\u00ae \u2013 t\u1eeb tri\u1ebft l\u00fd nh\u00e2n v\u0103n \u0111\u1ebfn m\u00f4 h\u00ecnh qu\u1ea3n tr\u1ecb<\/strong><\/h5>\n

People First\u00ae t\u1ea1i LuxGroup kh\u00f4ng \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng nh\u01b0 m\u1ed9t th\u00f4ng \u0111i\u1ec7p v\u0103n h\u00f3a mang t\u00ednh c\u1ea3m x\u00fac, m\u00e0 nh\u01b0 m\u1ed9t khung t\u01b0 duy qu\u1ea3n tr\u1ecb. C\u00e1ch ti\u1ebfp c\u1eadn n\u00e0y d\u1ef1a tr\u00ean m\u1ed9t gi\u1ea3 \u0111\u1ecbnh r\u00f5 r\u00e0ng: tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00f4ng th\u1ec3 v\u01b0\u1ee3t qu\u00e1 ch\u1ea5t l\u01b0\u1ee3ng c\u1ee7a tr\u1ea3i nghi\u1ec7m nh\u00e2n s\u1ef1.<\/span><\/p>\n

Trong ng\u00e0nh hi\u1ebfu kh\u00e1ch \u2013 n\u01a1i s\u1ea3n ph\u1ea9m l\u00e0 tr\u1ea3i nghi\u1ec7m s\u1ed1ng, \u0111\u01b0\u1ee3c t\u1ea1o ra b\u1edfi con ng\u01b0\u1eddi \u2013 vi\u1ec7c coi nh\u00e2n s\u1ef1 ch\u1ec9 l\u00e0 \u201cngu\u1ed3n l\u1ef1c\u201d \u0111\u1ec3 t\u1ed1i \u01b0u chi ph\u00ed s\u1ebd s\u1edbm d\u1eabn t\u1edbi s\u1ef1 b\u00e0o m\u00f2n gi\u00e1 tr\u1ecb th\u01b0\u01a1ng hi\u1ec7u. LuxGroup l\u1ef1a ch\u1ecdn m\u1ed9t con \u0111\u01b0\u1eddng kh\u00e1c: \u0111\u1eb7t con ng\u01b0\u1eddi v\u00e0o v\u1ecb tr\u00ed trung t\u00e2m c\u1ee7a h\u1ec7 th\u1ed1ng v\u1eadn h\u00e0nh, v\u1edbi y\u00eau c\u1ea7u cao v\u1ec1 k\u1ef7 lu\u1eadt, ti\u00eau chu\u1ea9n v\u00e0 n\u0103ng l\u1ef1c th\u1ef1c thi.<\/span><\/p>\n

People First\u00ae \u0111\u01b0\u1ee3c tri\u1ec3n khai th\u00f4ng qua m\u00f4 h\u00ecnh 8P \u2013 Delivering Happiness, trong \u0111\u00f3 People lu\u00f4n \u0111\u01b0\u1ee3c \u01b0u ti\u00ean tr\u01b0\u1edbc Product hay Profit. C\u00e1ch s\u1eafp x\u1ebfp n\u00e0y kh\u00f4ng mang t\u00ednh bi\u1ec3u t\u01b0\u1ee3ng, m\u00e0 ph\u1ea3n \u00e1nh logic v\u1eadn h\u00e0nh: nh\u00e2n s\u1ef1 h\u1ea1nh ph\u00fac \u2192 tr\u1ea3i nghi\u1ec7m nh\u1ea5t qu\u00e1n \u2192 kh\u00e1ch h\u00e0ng trung th\u00e0nh \u2192 k\u1ebft qu\u1ea3 t\u00e0i ch\u00ednh b\u1ec1n v\u1eefng.<\/span><\/p>\n

\"\"<\/p>\n

Chuy\u1ec3n t\u1eeb t\u01b0 duy giao d\u1ecbch sang t\u01b0 duy v\u00f2ng \u0111\u1eddi<\/strong><\/h5>\n

M\u1ed9t \u0111i\u1ec3m kh\u00e1c bi\u1ec7t quan tr\u1ecdng trong c\u00e1ch LuxGroup ti\u1ebfp c\u1eadn \u201ckh\u00e1ch h\u00e0ng trung t\u00e2m\u201d l\u00e0 s\u1ef1 d\u1ecbch chuy\u1ec3n t\u1eeb t\u01b0 duy giao d\u1ecbch ng\u1eafn h\u1ea1n sang t\u01b0 duy quan h\u1ec7 d\u00e0i h\u1ea1n. Thay v\u00ec t\u1ed1i \u01b0u t\u1eebng h\u1ee3p \u0111\u1ed3ng hay t\u1eebng chuy\u1ebfn \u0111i, doanh nghi\u1ec7p \u0111o l\u01b0\u1eddng gi\u00e1 tr\u1ecb kh\u00e1ch h\u00e0ng theo v\u00f2ng \u0111\u1eddi (Customer Lifetime Value \u2013 CLV).<\/span><\/p>\n

Khi CLV tr\u1edf th\u00e0nh th\u01b0\u1edbc \u0111o chung, m\u00e2u thu\u1eabn gi\u1eefa c\u00e1c ph\u00f2ng ban b\u1eaft \u0111\u1ea7u \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft t\u1eeb g\u1ed1c. Sales kh\u00f4ng ch\u1ec9 ch\u1ea1y doanh s\u1ed1, t\u00e0i ch\u00ednh kh\u00f4ng ch\u1ec9 ki\u1ec3m so\u00e1t chi ph\u00ed, nh\u00e2n s\u1ef1 kh\u00f4ng ch\u1ec9 tuy\u1ec3n \u0111\u1ee7 ng\u01b0\u1eddi \u2013 m\u00e0 t\u1ea5t c\u1ea3 c\u00f9ng h\u01b0\u1edbng t\u1edbi m\u1ed9t m\u1ee5c ti\u00eau chung: duy tr\u00ec m\u1ed1i quan h\u1ec7 d\u00e0i h\u1ea1n, c\u00f3 gi\u00e1 tr\u1ecb v\u1edbi kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

\u0110i\u1ec1u n\u00e0y bu\u1ed9c doanh nghi\u1ec7p ph\u1ea3i ch\u1ea5p nh\u1eadn \u0111\u00e1nh \u0111\u1ed5i l\u1ee3i \u00edch ng\u1eafn h\u1ea1n \u0111\u1ec3 x\u00e2y d\u1ef1ng ni\u1ec1m tin d\u00e0i h\u1ea1n \u2013 m\u1ed9t l\u1ef1a ch\u1ecdn kh\u00f4ng d\u1ec5 trong b\u1ed1i c\u1ea3nh \u00e1p l\u1ef1c doanh thu hi\u1ec7n h\u1eefu, nh\u01b0ng l\u00e0 \u0111i\u1ec1u ki\u1ec7n ti\u00ean quy\u1ebft \u0111\u1ec3 Customer Centricity kh\u00f4ng ch\u1ec9 n\u1eb1m tr\u00ean gi\u1ea5y.<\/span><\/p>\n

\"\"<\/p>\n

K\u1ef7 lu\u1eadt t\u1ea1o c\u1ea3m x\u00fac: ngh\u1ecbch l\u00fd c\u1ee7a tr\u1ea3i nghi\u1ec7m cao c\u1ea5p<\/strong><\/h5>\n

M\u1ed9t ngh\u1ecbch l\u00fd th\u00fa v\u1ecb trong qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m l\u00e0: c\u1ea3m x\u00fac kh\u00e1ch h\u00e0ng c\u00e0ng cao, h\u1ec7 th\u1ed1ng ph\u00eda sau c\u00e0ng ph\u1ea3i \u201cl\u1ea1nh\u201d. LuxGroup kh\u00f4ng tr\u00f4ng ch\u1edd v\u00e0o s\u1ef1 ng\u1eabu h\u1ee9ng c\u00e1 nh\u00e2n c\u1ee7a nh\u00e2n vi\u00ean \u0111\u1ec3 t\u1ea1o tr\u1ea3i nghi\u1ec7m, m\u00e0 thi\u1ebft k\u1ebf v\u00e0 ti\u00eau chu\u1ea9n h\u00f3a t\u1eebng \u0111i\u1ec3m ch\u1ea1m \u2013 t\u1eeb kh\u00f4ng gian, nh\u1ecbp \u0111\u1ed9 ph\u1ee5c v\u1ee5, cho \u0111\u1ebfn c\u00e1ch k\u1ec3 c\u00e2u chuy\u1ec7n di s\u1ea3n.<\/span><\/p>\n

Nh\u00e2n s\u1ef1 \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o \u0111\u1ec3 hi\u1ec3u v\u00ec sao h\u1ecd l\u00e0m \u0111i\u1ec1u \u0111\u00f3, kh\u00f4ng ch\u1ec9 l\u00e0m nh\u01b0 th\u1ebf n\u00e0o. Nh\u1edd v\u1eady, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00f4ng ph\u1ee5 thu\u1ed9c v\u00e0o c\u00e1 nh\u00e2n xu\u1ea5t s\u1eafc, m\u00e0 tr\u1edf th\u00e0nh n\u0103ng l\u1ef1c c\u1ee7a t\u1ed5 ch\u1ee9c.<\/span><\/p>\n

People First\u00ae nh\u01b0 m\u1ed9t l\u1ee3i th\u1ebf c\u1ea1nh tranh d\u00e0i h\u1ea1n<\/strong><\/h5>\n

Trong b\u1ed1i c\u1ea3nh nhi\u1ec1u doanh nghi\u1ec7p Vi\u1ec7t Nam v\u1eabn loay hoay gi\u1eefa t\u0103ng tr\u01b0\u1edfng v\u00e0 b\u1ec1n v\u1eefng, People First\u00ae cho th\u1ea5y m\u1ed9t h\u01b0\u1edbng \u0111i kh\u00e1c: x\u00e2y d\u1ef1ng n\u0103ng l\u1ef1c n\u1ed9i t\u1ea1i tr\u01b0\u1edbc khi m\u1edf r\u1ed9ng quy m\u00f4. Khi con ng\u01b0\u1eddi \u0111\u01b0\u1ee3c \u0111\u1eb7t \u0111\u00fang v\u1ecb tr\u00ed, h\u1ec7 th\u1ed1ng v\u1eadn h\u00e0nh s\u1ebd t\u1ef1 \u0111i\u1ec1u ch\u1ec9nh \u0111\u1ec3 ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n \u2013 kh\u00f4ng c\u1ea7n nh\u1eefng chi\u1ebfn d\u1ecbch ch\u0103m s\u00f3c r\u1ea7m r\u1ed9 hay kh\u1ea9u hi\u1ec7u s\u00e1o r\u1ed7ng.<\/span><\/p>\n

Th\u1ef1c t\u1ebf, c\u00e1ch ti\u1ebfp c\u1eadn n\u00e0y \u0111\u00e3 gi\u00fap LuxGroup \u0111\u01b0\u1ee3c ghi nh\u1eadn t\u1ea1i c\u00e1c gi\u1ea3i th\u01b0\u1edfng v\u1ec1 m\u00f4i tr\u01b0\u1eddng l\u00e0m vi\u1ec7c, ti\u00eau bi\u1ec3u nh\u01b0 HR Asia \u2013 Best Companies to Work For in Asia, cho th\u1ea5y People First\u00ae kh\u00f4ng ch\u1ec9 l\u00e0 l\u1ef1a ch\u1ecdn \u0111\u1ea1o \u0111\u1ee9c, m\u00e0 l\u00e0 chi\u1ebfn l\u01b0\u1ee3c qu\u1ea3n tr\u1ecb hi\u1ec7u qu\u1ea3.<\/span><\/p>\n

\"\"<\/p>\n

K\u1ebft lu\u1eadn<\/strong><\/h5>\n

\u201cL\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m\u201d kh\u00f4ng b\u1eaft \u0111\u1ea7u t\u1eeb kh\u00e1ch h\u00e0ng, m\u00e0 b\u1eaft \u0111\u1ea7u t\u1eeb c\u00e1ch doanh nghi\u1ec7p t\u1ed5 ch\u1ee9c ch\u00ednh m\u00ecnh. Khi con ng\u01b0\u1eddi trong t\u1ed5 ch\u1ee9c \u0111\u01b0\u1ee3c trao quy\u1ec1n, \u0111\u01b0\u1ee3c d\u1eabn d\u1eaft v\u00e0 \u0111\u01b0\u1ee3c \u0111\u1eb7t trong m\u1ed9t h\u1ec7 th\u1ed1ng k\u1ef7 lu\u1eadt r\u00f5 r\u00e0ng, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng s\u1ebd l\u00e0 k\u1ebft qu\u1ea3 t\u1ea5t y\u1ebfu \u2013 ch\u1ee9 kh\u00f4ng ph\u1ea3i n\u1ed7 l\u1ef1c g\u01b0\u1ee3ng \u00e9p.<\/span><\/p>\n

Trong tr\u01b0\u1eddng h\u1ee3p c\u1ee7a LuxGroup, People First\u00ae kh\u00f4ng ph\u1ea3i l\u00e0 \u0111i\u1ec3m k\u1ebft th\u00fac c\u1ee7a qu\u1ea3n tr\u1ecb, m\u00e0 l\u00e0 \u0111i\u1ec3m kh\u1edfi \u0111\u1ea7u cho m\u1ed9t m\u00f4 h\u00ecnh t\u0103ng tr\u01b0\u1edfng b\u1ec1n v\u1eefng \u2013 n\u01a1i con ng\u01b0\u1eddi, kh\u00e1ch h\u00e0ng v\u00e0 hi\u1ec7u qu\u1ea3 kinh doanh kh\u00f4ng \u0111\u1ed1i l\u1eadp, m\u00e0 b\u1ed5 tr\u1ee3 cho nhau.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

G\u00f3c nh\u00ecn qu\u1ea3n tr\u1ecb t\u1eeb LuxGroup\u00ae Trong nhi\u1ec1u n\u0103m, \u201ckh\u00e1ch h\u00e0ng l\u00e0 trung t\u00e2m\u201d \u0111\u01b0\u1ee3c…<\/p>\n","protected":false},"author":5,"featured_media":26685,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[184,535,1306,1299,545],"tags":[284,261,1473],"_links":{"self":[{"href":"https:\/\/luxgroup.vn\/vi\/wp-json\/wp\/v2\/posts\/26697"}],"collection":[{"href":"https:\/\/luxgroup.vn\/vi\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/luxgroup.vn\/vi\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/luxgroup.vn\/vi\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/luxgroup.vn\/vi\/wp-json\/wp\/v2\/comments?post=26697"}],"version-history":[{"count":0,"href":"https:\/\/luxgroup.vn\/vi\/wp-json\/wp\/v2\/posts\/26697\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/luxgroup.vn\/vi\/wp-json\/wp\/v2\/media\/26685"}],"wp:attachment":[{"href":"https:\/\/luxgroup.vn\/vi\/wp-json\/wp\/v2\/media?parent=26697"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/luxgroup.vn\/vi\/wp-json\/wp\/v2\/categories?post=26697"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/luxgroup.vn\/vi\/wp-json\/wp\/v2\/tags?post=26697"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}