{"id":36588,"date":"2023-12-08T12:25:08","date_gmt":"2023-12-08T12:25:08","guid":{"rendered":"https:\/\/masterskills.org\/blog\/su-thoa-man-cua-khach-hang-customer-satisfaction-trong-marketing-la-gi.html"},"modified":"2023-12-24T21:44:54","modified_gmt":"2023-12-24T14:44:54","slug":"su-thoa-man-cua-khach-hang-customer-satisfaction-trong-marketing-la-gi","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/su-thoa-man-cua-khach-hang-customer-satisfaction-trong-marketing-la-gi.html","title":{"rendered":"S\u1ef1 th\u1ecfa m\u00e3n c\u1ee7a kh\u00e1ch h\u00e0ng (Customer Satisfaction) trong marketing l\u00e0 g\u00ec?"},"content":{"rendered":"
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H\u00ecnh minh h\u1ecda. Ngu\u1ed3n: TQ Design<\/i><\/p>\n<\/div>\n<\/div>\n

S\u1ef1 th\u1ecfa m\u00e3n c\u1ee7a kh\u00e1ch h\u00e0ng trong marketing<\/font><\/h2>\n

S\u1ef1 th\u1ecfa m\u00e3n c\u1ee7a kh\u00e1ch h\u00e0ng<\/b> trong ti\u1ebfng Anh l\u00e0 Customer Satisfaction<\/b>.<\/p>\n

S\u1ef1 th\u1ecfa m\u00e3n c\u1ee7a kh\u00e1ch h\u00e0ng<\/b> (th\u1ecfa m\u00e3n nhu c\u1ea7u v\u00e0 mong mu\u1ed1n c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng) l\u00e0 m\u1ee9c \u0111\u1ed9 c\u1ee7a tr\u1ea1ng th\u00e1i h\u00e0i l\u00f2ng c\u1ee7a h\u1ecd khi mua v\u00e0 ti\u00eau d\u00f9ng s\u1ea3n ph\u1ea9m.\u00a0<\/p>\n

M\u1ee9c \u0111\u1ed9 th\u1ecfa m\u00e3n c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng ph\u1ee5 thu\u1ed9c v\u00e0o:<\/p>\n

S\u1ef1 so s\u00e1nh gi\u1eefa gi\u00e1 tr\u1ecb ti\u00eau d\u00f9ng – c\u00e1c l\u1ee3i \u00edch m\u00e0 h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c khi s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m v\u1edbi chi ph\u00ed m\u00e0 h\u1ecd ph\u1ea3i b\u1ecf ra<\/b> \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c s\u1ea3n ph\u1ea9m \u0111\u00f3. N\u00f3i c\u00e1ch kh\u00e1c, m\u1ee9c \u0111\u1ed9 th\u1ecfa m\u00e3n g\u1eafn li\u1ec1n v\u1edbi m\u1ee9c gi\u00e1 tr\u1ecb d\u00e0nh cho kh\u00e1ch h\u00e0ng – ch\u00eanh l\u1ec7ch gi\u1eefa t\u1ed5ng gi\u00e1 tr\u1ecb kh\u00e1ch h\u00e0ng nh\u1eadn \u0111\u01b0\u1ee3c v\u00e0 t\u1ed5ng chi ph\u00ed c\u1ee7a h\u1ecd.\u00a0<\/p>\n

S\u1ef1 so s\u00e1nh gi\u1eefa gi\u00e1 tr\u1ecb ti\u00eau d\u00f9ng th\u1ef1c t\u1ebf h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c v\u1edbi gi\u00e1 tr\u1ecb m\u00e0 h\u1ecd k\u00ec\u00a0<\/b>v\u1ecdng<\/b>. N\u1ebfu doanh nghi\u1ec7p l\u00e0m cho ng\u01b0\u1eddi ti\u00eau d\u00f9ng k\u00ec v\u1ecdng qu\u00e1 l\u1edbn m\u00e0 th\u1ef1c t\u1ebf kh\u00f4ng \u0111\u00fang nh\u01b0 v\u1eady h\u1ecd s\u1ebd th\u1ea5t v\u1ecdng.\u00a0<\/p>\n

Ng\u01b0\u1eddi ti\u00eau d\u00f9ng h\u00e0i l\u00f2ng h\u1ecd s\u1ebd tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng trung th\u00e0nh c\u1ee7a doanh nghi\u1ec7p. Ng\u01b0\u1ee3c l\u1ea1i n\u1ebfu h\u1ecd th\u1ea5t v\u1ecdng h\u1ecd s\u1ebd c\u00f3 nh\u1eefng ph\u1ea3n \u1ee9ng ti\u00eau c\u1ef1c c\u00f3 h\u1ea1i cho doanh nghi\u1ec7p.<\/p>\n

Ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m theo quan \u0111i\u1ec3m marketing<\/font><\/b><\/h3>\n

L\u00e0 to\u00e0n b\u1ed9 nh\u1eefng t\u00ednh n\u0103ng v\u00e0 \u0111\u1eb7c \u0111i\u1ec3m c\u1ee7a m\u1ed9t s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 \u0111em l\u1ea1i cho n\u00f3 kh\u1ea3 n\u0103ng th\u1ecfa m\u00e3n nh\u1eefng nhu c\u1ea7u v\u00e0 mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y c\u00f3 ngh\u0129a l\u00e0 ch\u1ea5t l\u01b0\u1ee3ng g\u1eafn li\u1ec1n v\u1edbi m\u1ee9c \u0111\u1ed9 th\u1ecfa m\u00e3n kh\u00e1ch h\u00e0ng.\u00a0<\/p>\n

Ch\u1ea5t l\u01b0\u1ee3ng t\u1ed5ng th\u1ec3 c\u1ee7a m\u1ed9t s\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c t\u1ea1o n\u00ean b\u1edfi v\u00f4 s\u1ed1 c\u00e1c y\u1ebfu t\u1ed1 t\u00ednh n\u0103ng, c\u00f4ng d\u1ee5ng, h\u00ecnh th\u1ee9c, d\u1ecbch v\u1ee5, h\u00ecnh \u1ea3nh… v\u00e0 \u0111\u01b0\u1ee3c \u0111o l\u01b0\u1eddng v\u00e0 x\u00e1c \u0111\u1ecbnh theo s\u1ef1 \u0111\u00e1nh gi\u00e1 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

Ch\u1ea5t l\u01b0\u1ee3ng t\u1ed5ng th\u1ec3 c\u1ee7a s\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh theo y\u00eau c\u1ea7u c\u1ee7a th\u1ecb tr\u01b0\u1eddng, c\u1ee7a nh\u00f3m kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau ch\u1ee9 kh\u00f4ng thu\u1ea7n tu\u00ed theo y\u00eau c\u1ea7u v\u1ec1 m\u1eb7t k\u0129 thu\u1eadt.<\/p>\n

C\u00f3 m\u1ed1i quan h\u1ec7 ch\u1eb7t ch\u1ebd v\u00e0 bi\u1ec7n ch\u1ee9ng gi\u1eefa ch\u1ea5t l\u01b0\u1ee3ng t\u1ed5ng th\u1ec3, s\u1ef1 th\u1ecfa m\u00e3n kh\u00e1ch h\u00e0ng v\u00e0 kh\u1ea3 n\u0103ng sinh l\u1eddi c\u1ee7a doanh nghi\u1ec7p.\u00a0<\/p>\n

\u00a0\u0110\u1eb7c \u0111i\u1ec3m:<\/b><\/p>\n

– Kh\u00e1ch h\u00e0ng ph\u1ea3i nh\u1eadn th\u1ee9c \u0111\u01b0\u1ee3c ch\u1ea5t l\u01b0\u1ee3ng.<\/p>\n

– Ch\u1ea5t l\u01b0\u1ee3ng ph\u1ea3i \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n trong m\u1ecdi ho\u1ea1t \u0111\u1ed9ng c\u1ee7a doanh nghi\u1ec7p ch\u1ee9 kh\u00f4ng ch\u1ec9 trong s\u1ea3n ph\u1ea9m.\u00a0<\/p>\n

– Ch\u1ea5t l\u01b0\u1ee3ng l\u00e0 k\u1ebft qu\u1ea3 n\u1ed7 l\u1ef1c chung c\u1ee7a to\u00e0n doanh nghi\u1ec7p.<\/p>\n

\u00a0– Ch\u1ea5t l\u01b0\u1ee3ng ph\u1ea3i \u0111\u01b0\u1ee3c \u0111\u1ea3m b\u1ea3o trong to\u00e0n b\u1ed9 chu\u1ed7i gi\u00e1 tr\u1ecb.<\/p>\n

\u00a0– Ch\u1ea5t l\u01b0\u1ee3ng lu\u00f4n lu\u00f4n c\u00f3 th\u1ec3 c\u1ea3i ti\u1ebfn.\u00a0<\/p>\n

– Ch\u1ea5t l\u01b0\u1ee3ng kh\u00f4ng \u0111\u00f2i h\u1ecfi chi ph\u00ed t\u0103ng th\u00eam.<\/p>\n

Qu\u1ea3n tr\u1ecb marketing ph\u1ea3i x\u00e1c \u0111\u1ecbnh m\u1ee9c v\u00e0 c\u00e1c y\u1ebfu t\u1ed1 c\u1ee5 th\u1ec3 c\u1ee7a ch\u1ea5t l\u01b0\u1ee3ng t\u1ed5ng th\u1ec3 c\u1ee7a s\u1ea3n ph\u1ea9m cung \u1ee9ng cho kh\u00e1ch h\u00e0ng:<\/p>\n

– X\u00e1c \u0111\u1ecbnh ch\u00ednh x\u00e1c nhu c\u1ea7u v\u00e0 mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

– Truy\u1ec1n \u0111\u1ea1t ch\u00ednh x\u00e1c mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 s\u1ea3n ph\u1ea9m cho ng\u01b0\u1eddi thi\u1ebft k\u1ebf s\u1ea3n ph\u1ea9m.\u00a0<\/p>\n

– \u0110\u1ea3m b\u1ea3o ch\u1eafc ch\u1eafn c\u00e1c \u0111\u01a1n h\u00e0ng \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n \u0111\u00fang n\u1ed9i dung v\u00e0 th\u1eddi h\u1ea1n.<\/p>\n

\u00a0– \u0110\u1ea3m b\u1ea3o kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c h\u01b0\u1edbng d\u1eabn v\u00e0 tr\u1ee3 gi\u00fap trong s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m.<\/p>\n

\u00a0– Thu th\u1eadp \u00fd ki\u1ebfn kh\u00e1ch h\u00e0ng v\u1ec1 c\u1ea3i ti\u1ebfn s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 \u0111\u1ec3 chuy\u1ec3n cho c\u00e1c b\u1ed9 ph\u1eadn li\u00ean quan.<\/p>\n

(T\u00e0i li\u1ec7u tham kh\u1ea3o: Gi\u00e1o tr\u00ecnh Qu\u1ea3n tr\u1ecb Marketing, NXB \u0110\u1ea1i h\u1ecdc Kinh t\u1ebf Qu\u1ed1c d\u00e2n).<\/i><\/p>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

\n S\u1ef1 th\u1ecfa m\u00e3n c\u1ee7a kh\u00e1ch h\u00e0ng (ti\u1ebfng Anh: Customer Satisfaction) ph\u1ea3n \u00e1nh m\u1ee9c \u0111\u1ed9 th\u00e0nh c\u00f4ng c\u1ee7a qu\u00e1 tr\u00ecnh cung \u1ee9ng gi\u00e1 tr\u1ecb cho kh\u00e1ch h\u00e0ng.\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\/36588"}],"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=36588"}],"version-history":[{"count":1,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/36588\/revisions"}],"predecessor-version":[{"id":68964,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/36588\/revisions\/68964"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=36588"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=36588"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=36588"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}