{"id":35915,"date":"2023-12-08T11:30:21","date_gmt":"2023-12-08T11:30:21","guid":{"rendered":"https:\/\/masterskills.org\/blog\/long-trung-thanh-cua-khach-hang-customer-loyalty-la-gi-tam-quan-trong-cua-khach-hang-trung-thanh.html"},"modified":"2023-12-23T21:01:25","modified_gmt":"2023-12-23T14:01:25","slug":"long-trung-thanh-cua-khach-hang-customer-loyalty-la-gi-tam-quan-trong-cua-khach-hang-trung-thanh","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/long-trung-thanh-cua-khach-hang-customer-loyalty-la-gi-tam-quan-trong-cua-khach-hang-trung-thanh.html","title":{"rendered":"L\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng (Customer Loyalty) l\u00e0 g\u00ec? T\u1ea7m quan tr\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng trung th\u00e0nh"},"content":{"rendered":"
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H\u00ecnh minh h\u1ecda (Ngu\u1ed3n: freepik.com)<\/p>\n<\/div>\n<\/div>\n

L\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng<\/font><\/h2>\n

Kh\u00e1i ni\u1ec7m<\/b><\/p>\n

L\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng<\/b> trong ti\u1ebfng Anh l\u00e0 Customer loyalty<\/b>.<\/p>\n

L\u00f2ng trung th\u00e0nh n\u00f3i chung \u0111\u01b0\u1ee3c hi\u1ec3u l\u00e0 s\u1ef1 t\u1eadn t\u00e2m hay l\u00f2ng ng\u01b0\u1ee1ng m\u1ed9 v\u1edbi m\u1ed9t ch\u1ee7 th\u1ec3, qu\u1ed1c gia, nh\u00f3m, ho\u1eb7c c\u00e1 nh\u00e2n.<\/p>\n

L\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng (Customer loyalty) trong tr\u01b0\u1eddng h\u1ee3p nghi\u00ean c\u1ee9u v\u1ec1 d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c hi\u1ec3u l\u00e0 trung th\u00e0nh v\u1edbi m\u1ed9t nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 v\u00e0 trung th\u00e0nh v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a nh\u00e0 cung c\u1ea5p \u0111\u00f3. S\u1ef1 trung th\u00e0nh c\u1ee7a h\u00e0ng \u0111\u1ed1i v\u1edbi th\u01b0\u01a1ng hi\u1ec7u (Brand loyalty) ch\u00ednh l\u00e0 s\u1ef1 tr\u1edf l\u1ea1i c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi c\u00f4ng ty mang th\u01b0\u01a1ng hi\u1ec7u m\u00e0 kh\u00e1ch trung th\u00e0nh Nh\u1eefng kh\u00e1ch h\u00e0ng trung th\u00e0nh l\u00e0 nh\u1eefng v\u1ecb kh\u00e1ch s\u1ebd lu\u00f4m b\u00ean c\u00f4ng ty k\u1ec3 c\u1ea3 trong l\u00fac kh\u00f3 kh\u0103n.<\/p>\n

Kh\u1edfi ngu\u1ed3n l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng<\/font><\/h3>\n

V\u1ec1 m\u1eb7t l\u00ed thuy\u1ebft, l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng kh\u1edfi ngu\u1ed3n t\u1eeb s\u1ef1 h\u00e0i l\u00f2ng m\u00e0 h\u1ecd c\u00f3 \u0111\u01b0\u1ee3c sau khi mua s\u1eafm v\u00e0 ti\u00eau d\u00f9ng. V\u1edbi d\u1ecbch v\u1ee5 c\u0169ng th\u1ebf, kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y h\u00e0i l\u00f2ng v\u1edbi nh\u1eefng g\u00ec h\u1ecd tr\u1ea3i nghi\u1ec7m, h\u1ecd s\u1ebd c\u00f3 mong mu\u1ed1n \u0111\u01b0\u1ee3c quay tr\u1edf l\u1ea1i, \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m l\u1ea1i c\u1ea3m gi\u00e1c v\u00e0 do \u0111\u00f3, h\u1ecd c\u00f3 h\u00e0nh vi mua l\u1ea1i, l\u00f4i k\u00e9o th\u00eam kh\u00e1ch h\u00e0ng v\u00e0 c\u00f3 th\u1ec3 truy\u1ec1n th\u00f4ng t\u1ed1t v\u1ec1 d\u1ecbch v\u1ee5 m\u00e0 h\u1ecd \u0111\u00e3 tr\u1ea3i nghi\u1ec7m.<\/p>\n

T\u1ea7m quan tr\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng trung th\u00e0nh<\/font><\/h3>\n

– L\u1ee3i nhu\u1eadn \u0111\u1ebfn t\u1eeb vi\u1ec7c gia t\u0103ng l\u1ea7n mua (v\u1edbi th\u1ebb t\u00edn d\u1ee5ng ho\u1eb7c c\u00e1c d\u1ecbch v\u1ee5 ng\u00e2n h\u00e0ng, gi\u00e1 tr\u1ecb t\u1eeb m\u1ed9t t\u00e0i kho\u1ea3n \u1edf m\u1ee9c cao). Theo th\u1eddi gian, kh\u00e1ch h\u00e0ng t\u1ed5 ch\u1ee9c th\u01b0\u1eddng ph\u00e1t tri\u1ec3n h\u01a1n v\u00e0 do \u0111\u00f3, h\u1ecd c\u1ea7n mua d\u1ecbch v\u1ee5 v\u1edbi s\u1ed1 l\u01b0\u1ee3ng nhi\u1ec1u h\u01a1n.\u00a0<\/p>\n

V\u1edbi Kh\u00e1ch h\u00e0ng c\u00e1 nh\u00e2n, h\u1ecd c\u00f3 th\u1ec3 mua nhi\u1ec1u h\u01a1n v\u00ec gia \u0111\u00ecnh h\u1ecd c\u0169ng c\u00f3 nhi\u1ec1u ng\u01b0\u1eddi h\u01a1n ho\u1eb7c h\u1ecd tr\u1edf n\u00ean gi\u00e0u c\u00f3 h\u01a1n. C\u1ea3 hai lo\u1ea1i kh\u00e1ch h\u00e0ng k\u1ec3 tr\u00ean \u0111\u1ec1u c\u00f3 th\u1ec3 quy\u1ebft \u0111\u1ecbnh vi\u1ec7c mua c\u1ee7a h\u1ecd ch\u1ec9 v\u1edbi m\u1ed9t nh\u00e0 cung c\u1ea5p n\u1ebfu h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 cao.<\/p>\n

– L\u1ee3i nhu\u1eadn t\u1eeb vi\u1ec7c gi\u1ea3m chi ph\u00ed ho\u1ea1t \u0111\u1ed9ng. Do kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng c\u00f3 kinh nghi\u1ec7m h\u01a1n, h\u1ecd s\u1ebd c\u00f3 \u00edt y\u00eau c\u1ea7u h\u01a1n \u0111\u1ed1i v\u1edbi nh\u00e0 cung c\u1ea5p (v\u00ed d\u1ee5, y\u00eau c\u1ea7u \u00edt th\u00f4ng tin ho\u1eb7c s\u1ef1 h\u1ed7 tr\u1ee3 h\u01a1n). H\u1ecd c\u0169ng c\u00f3 th\u1ec3 ph\u1ea1m ph\u1ea3i \u00edt sai l\u1ea7m h\u01a1n khi tham gia v\u00e0o qu\u00e1 tr\u00ecnh th\u1ef1c hi\u1ec7n d\u1ecbch v\u1ee5, do \u0111\u00f3 t\u1ea1o ra n\u0103ng su\u1ea5t lao \u0111\u1ed9ng cao h\u01a1n.<\/p>\n

– L\u1ee3i nhu\u1eadn t\u1eeb vi\u1ec7c gi\u1edbi thi\u1ec7u cho kh\u00e1ch h\u00e0ng kh\u00e1c. Vi\u1ec7c \u0111\u01b0a tin truy\u1ec1n mi\u1ec7ng t\u00edch c\u1ef1c \u0111\u1ec3 g\u1ee3i \u00fd cho ng\u01b0\u1eddi kh\u00e1c \u0111\u01b0\u1ee3c xem l\u00e0 qu\u1ea3ng c\u00e1o v\u00e0 b\u00e1n h\u00e0ng “kh\u00f4ng c\u00f4ng”, gi\u00fap doanh nghi\u1ec7p ti\u1ebft ki\u1ec7m \u0111\u01b0\u1ee3c kinh ph\u00ed cho c\u00e1c ho\u1ea1t \u0111\u1ed9ng n\u00e0y.<\/p>\n

– L\u1ee3i nhu\u1eadn t\u1eeb vi\u1ec7c b\u00e1n s\u1ea3n ph\u1ea9m v\u1edbi m\u1ee9c gi\u00e1 h\u1eddi. Kh\u00e1ch h\u00e0ng m\u1edbi th\u01b0\u1eddng nh\u1eadn \u0111\u01b0\u1ee3c m\u1ee9c gi\u00e1 gi\u1ea3m \u0111\u1ec3 “l\u00e0m quen”, trong khi c\u00e1c kh\u00e1ch h\u00e0ng quen thu\u1ed9c l\u1ea1i tr\u1ea3 gi\u00e1 b\u00ecnh th\u01b0\u1eddng. H\u01a1n n\u1eefa, khi \u0111\u00e3 tin t\u01b0\u1edfng v\u00e0o m\u1ed9t nh\u00e0 cung c\u1ea5p n\u00e0o \u0111\u00f3, kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 s\u1eb5n l\u00f2ng tr\u1ea3 m\u1ed9t m\u1ee9c gi\u00e1 cao h\u01a1n trong th\u1eddi k\u1ef3 cao \u0111i\u1ec3m ho\u1eb7c \u0111\u1ec3 \u0111\u01b0\u1ee3c ph\u1ee5c v\u1ee5 nhanh h\u01a1n.<\/p>\n

(T\u00e0i li\u1ec7u tham kh\u1ea3o:\u00a0Gi\u00e1o tr\u00ecnh Marketing d\u1ecbch v\u1ee5 \u2013 Nh\u00e0 xu\u1ea5t b\u1ea3n \u0110\u1ea1i h\u1ecdc Kinh t\u1ebf Qu\u1ed1c d\u00e2n)<\/i><\/p>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

\n L\u00f2ng trung th\u00e0nh n\u00f3i chung \u0111\u01b0\u1ee3c hi\u1ec3u l\u00e0 s\u1ef1 t\u1eadn t\u00e2m hay l\u00f2ng ng\u01b0\u1ee1ng m\u1ed9 v\u1edbi m\u1ed9t ch\u1ee7 th\u1ec3, qu\u1ed1c gia, nh\u00f3m, ho\u1eb7c c\u00e1 nh\u00e2n. V\u1eady l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng (ti\u1ebfng Anh: Customer Loyalty) trong l\u0129nh v\u1ef1c d\u1ecbch v\u1ee5 l\u00e0 g\u00ec v\u00e0 c\u00f3 quan tr\u1ecdng nh\u01b0 th\u1ebf n\u00e0o?\n <\/div>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[422],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/35915"}],"collection":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/comments?post=35915"}],"version-history":[{"count":1,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/35915\/revisions"}],"predecessor-version":[{"id":68608,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/35915\/revisions\/68608"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=35915"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=35915"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=35915"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}