{"id":51669,"date":"2023-12-20T01:01:16","date_gmt":"2023-12-19T18:01:16","guid":{"rendered":"https:\/\/masterskills.org\/blog\/ho-so-khach-hang-la-gi-loi-ich-cua-viec-lap-ho-so-khach-hang.html"},"modified":"2023-12-20T01:01:16","modified_gmt":"2023-12-19T18:01:16","slug":"ho-so-khach-hang-la-gi-loi-ich-cua-viec-lap-ho-so-khach-hang","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/ho-so-khach-hang-la-gi-loi-ich-cua-viec-lap-ho-so-khach-hang.html","title":{"rendered":"H\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? L\u1ee3i \u00edch c\u1ee7a vi\u1ec7c l\u1eadp h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng"},"content":{"rendered":"
\n

H\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t kh\u00e1i ni\u1ec7m quan tr\u1ecdng trong l\u0129nh v\u1ef1c kinh doanh v\u00e0 ti\u1ebfp th\u1ecb. C\u00e1c chuy\u00ean gia trong l\u0129nh v\u1ef1c n\u00e0y \u0111\u00e3 ch\u1ee9ng minh r\u00f5 r\u1eb1ng vi\u1ec7c x\u00e2y d\u1ef1ng v\u00e0 qu\u1ea3n l\u00fd h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c n\u1eafm b\u1eaft nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng, t\u0103ng c\u01b0\u1eddng t\u01b0\u01a1ng t\u00e1c v\u00e0 c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. \u00d4ng John Smith, CEO c\u1ee7a m\u1ed9t c\u00f4ng ty h\u00e0ng \u0111\u1ea7u trong ng\u00e0nh F&B t\u1ea1i M\u1ef9, kh\u1eb3ng \u0111\u1ecbnh: \u201cH\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 c\u01a1 s\u1edf d\u1eef li\u1ec7u v\u00f4 c\u00f9ng qu\u00fd gi\u00e1 gi\u00fap ch\u00fang t\u00f4i hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 kh\u00e1ch h\u00e0ng v\u00e0 t\u1ea1o ra nh\u1eefng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ph\u00f9 h\u1ee3p nh\u1ea5t v\u1edbi nhu c\u1ea7u c\u1ee7a h\u1ecd\u201d.<\/span><\/p>\n

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KH\u00c1I NI\u1ec6M<\/b><\/div>\n
Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (customer experience \u2013 CX)<\/strong> l\u00e0 t\u1ea5t c\u1ea3 c\u00e1c t\u01b0\u01a1ng t\u00e1c, suy ngh\u0129, c\u1ea3m x\u00fac\u2026 m\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 v\u1edbi doanh nghi\u1ec7p c\u1ee7a b\u1ea1n, t\u1eeb l\u1ea7n \u0111\u1ea7u ti\u00ean h\u1ecd bi\u1ebft v\u1ec1 b\u1ea1n cho \u0111\u1ebfn l\u1ea7n cu\u1ed1i c\u00f9ng h\u1ecd s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n. CX bao g\u1ed3m t\u1ea5t c\u1ea3 nh\u1eefing g\u00ec kh\u00e1ch h\u00e0ng c\u1ea3m nh\u1eadn \u0111\u01b0\u1ee3c t\u1ea1i m\u1ecdi \u0111i\u1ec3m ti\u1ebfp x\u00fac gi\u1eefa doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng, t\u1eeb trang web, m\u1ea1ng x\u00e3 h\u1ed9i, c\u00e1c t\u00e0i li\u1ec7u ti\u1ebfp th\u1ecb, hay t\u01b0 v\u1ea5n tr\u1ef1c ti\u1ebfp v\u1edbi \u0111\u1ed9i ng\u0169 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p\u2026<\/div>\n<\/div>\n
\"H\u1ed3<\/p>\n

H\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? L\u1ee3i \u00edch c\u1ee7a vi\u1ec7c l\u1eadp h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

H\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/b><\/h2>\n

H\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng (Customer profile) l\u00e0 t\u00e0i li\u1ec7u l\u01b0u tr\u1eef th\u00f4ng tin v\u1ec1 kh\u00e1ch h\u00e0ng c\u1ee7a m\u1ed9t doanh nghi\u1ec7p ho\u1eb7c t\u1ed5 ch\u1ee9c, bao g\u1ed3m c\u00e1c th\u00f4ng tin nh\u01b0 h\u1ecd t\u00ean, \u0111\u1ecba ch\u1ec9, s\u1ed1 \u0111i\u1ec7n tho\u1ea1i, email, l\u1ecbch s\u1eed mua h\u00e0ng, th\u00f4ng tin thanh to\u00e1n v\u00e0 t\u1ea5t c\u1ea3 c\u00e1c th\u00f4ng tin kh\u00e1c li\u00ean quan \u0111\u1ebfn kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

Ph\u00e2n lo\u1ea1i th\u00f4ng tin trong h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng\u00a0\u00a0<\/b><\/h2>\n

H\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng bao g\u1ed3m m\u1ed9t lo\u1ea1t th\u00f4ng tin quan tr\u1ecdng v\u1ec1 kh\u00e1ch h\u00e0ng, gi\u00fap doanh nghi\u1ec7p hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 t\u1eebng c\u00e1 nh\u00e2n v\u00e0 t\u01b0\u01a1ng t\u00e1c v\u1edbi h\u1ecd m\u1ed9t c\u00e1ch c\u00e1 nh\u00e2n h\u00f3a. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 ph\u00e2n lo\u1ea1i th\u00f4ng tin th\u01b0\u1eddng c\u00f3 trong h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

Th\u00f4ng tin nh\u00e2n kh\u1ea9u h\u1ecdc (Demographic)<\/b><\/h3>\n

Th\u00f4ng tin nh\u00e2n kh\u1ea9u h\u1ecdc trong h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c x\u00e1c \u0111\u1ecbnh v\u00e0 hi\u1ec3u r\u00f5 kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau. \u0110i\u1ec1u n\u00e0y bao g\u1ed3m c\u00e1c th\u00f4ng tin nh\u01b0 tu\u1ed5i, gi\u1edbi t\u00ednh, h\u00f4n nh\u00e2n, thu nh\u1eadp v\u00e0 tr\u00ecnh \u0111\u1ed9 h\u1ecdc v\u1ea5n. Qua vi\u1ec7c ph\u00e2n t\u00edch th\u00f4ng tin nh\u00e2n kh\u1ea9u h\u1ecdc, doanh nghi\u1ec7p c\u00f3 th\u1ec3 nh\u1eadn bi\u1ebft c\u00e1c \u0111\u1eb7c \u0111i\u1ec3m chung c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 t\u1ea1o ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ph\u00f9 h\u1ee3p \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u v\u00e0 mong \u0111\u1ee3i c\u1ee7a h\u1ecd.<\/span><\/p>\n

\"Th\u00f4ng<\/p>\n

Th\u00f4ng tin nh\u00e2n kh\u1ea9u h\u1ecdc (Demographic)<\/p>\n<\/div>\n

Th\u00f4ng tin \u0111\u1ecba l\u00fd (Geographic)<\/b><\/h3>\n

Th\u00f4ng tin \u0111\u1ecba l\u00fd bao g\u1ed3m c\u00e1c th\u00f4ng tin nh\u01b0 qu\u1ed1c gia, khu v\u1ef1c, th\u00e0nh ph\u1ed1, khu v\u1ef1c \u0111\u00f4 th\u1ecb ho\u1eb7c \u0111\u1ecba \u0111i\u1ec3m c\u1ee5 th\u1ec3 m\u00e0 kh\u00e1ch h\u00e0ng \u0111ang sinh s\u1ed1ng ho\u1eb7c ho\u1ea1t \u0111\u1ed9ng. Th\u00f4ng tin \u0111\u1ecba l\u00fd gi\u00fap doanh nghi\u1ec7p hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 v\u0103n h\u00f3a, th\u1ecb tr\u01b0\u1eddng v\u00e0 m\u00f4i tr\u01b0\u1eddng kinh doanh c\u1ee7a t\u1eebng khu v\u1ef1c. \u0110i\u1ec1u n\u00e0y cho ph\u00e9p doanh nghi\u1ec7p t\u00f9y ch\u1ec9nh v\u00e0 \u0111\u1ecbnh h\u00ecnh chi\u1ebfn l\u01b0\u1ee3c kinh doanh d\u1ef1a tr\u00ean c\u00e1c y\u1ebfu t\u1ed1 \u0111\u1eb7c th\u00f9 c\u1ee7a t\u1eebng \u0111\u1ecba \u0111i\u1ec3m.<\/span><\/p>\n

\"Th\u00f4ng<\/p>\n

Th\u00f4ng tin \u0111\u1ecba l\u00fd (Geographic)<\/p>\n<\/div>\n

Th\u00f4ng tin t\u00e2m l\u00fd (Psychographic)<\/b><\/h3>\n

Th\u00f4ng tin t\u00e2m l\u00fd bao g\u1ed3m c\u00e1c th\u00f4ng tin v\u1ec1 t\u00e2m l\u00fd, l\u1ed1i s\u1ed1ng, gi\u00e1 tr\u1ecb v\u00e0 s\u1edf th\u00edch c\u00e1 nh\u00e2n c\u1ee7a kh\u00e1ch h\u00e0ng. Doanh nghi\u1ec7p nh\u1edd v\u00e0o y\u1ebfu t\u1ed1 n\u00e0y c\u00f3 th\u1ec3 hi\u1ec3u s\u00e2u h\u01a1n v\u1ec1 \u0111\u1eb7c \u0111i\u1ec3m t\u00e2m l\u00fd c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 t\u1ea1o ra tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 chi\u1ebfn l\u01b0\u1ee3c t\u01b0\u01a1ng t\u00e1c.<\/span><\/p>\n

\"Th\u00f4ng<\/p>\n

Th\u00f4ng tin t\u00e2m l\u00fd (Psychographic)<\/p>\n<\/div>\n

Th\u00f4ng tin h\u00e0nh vi (Behavioral)<\/b><\/h3>\n

Nh\u00f3m th\u00f4ng tin h\u00e0nh vi li\u00ean quan \u0111\u1ebfn h\u00e0nh vi mua h\u00e0ng v\u00e0 t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng, bao g\u1ed3m th\u00f4ng tin v\u1ec1 l\u1ecbch s\u1eed mua h\u00e0ng, t\u1ea7n su\u1ea5t mua h\u00e0ng, gi\u00e1 tr\u1ecb \u0111\u01a1n h\u00e0ng, quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng v\u00e0 s\u1ef1 t\u01b0\u01a1ng t\u00e1c v\u1edbi s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5. Doanh nghi\u1ec7p c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c th\u00f4ng tin h\u00e0nh vi th\u00f4ng qua m\u00f4 h\u00ecnh RMF.<\/span><\/p>\n

\"Th\u00f4ng<\/p>\n

Th\u00f4ng tin h\u00e0nh vi (Behavioral)<\/p>\n<\/div>\n

\u200a<\/b>RFM (Recency, Frequency, Monetary) l\u00e0 m\u1ed9t ph\u01b0\u01a1ng ph\u00e1p \u0111\u00e1nh gi\u00e1 v\u00e0 ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean ba y\u1ebfu t\u1ed1: S\u1ef1 t\u01b0\u01a1ng t\u00e1c g\u1ea7n \u0111\u00e2y (Recency), T\u1ea7n su\u1ea5t t\u01b0\u01a1ng t\u00e1c (Frequency) v\u00e0 Gi\u00e1 tr\u1ecb \u0111\u01a1n h\u00e0ng (Monetary). Ph\u00e2n lo\u1ea1i RFM gi\u00fap doanh nghi\u1ec7p nh\u1eadn bi\u1ebft v\u00e0 t\u1eadp trung v\u00e0o nh\u00f3m kh\u00e1ch h\u00e0ng quan tr\u1ecdng nh\u1ea5t \u0111\u1ec3 th\u1ef1c hi\u1ec7n c\u00e1c chi\u1ebfn l\u01b0\u1ee3c marketing hi\u1ec7u qu\u1ea3.<\/p>\n

\"RFM<\/p>\n

M\u00f4 h\u00ecnh RFM (Recency, Frequency, Monetary) gi\u00fap ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng theo h\u00e0nh vi<\/p>\n<\/div>\n

T\u1ea1i sao doanh nghi\u1ec7p c\u1ea7n x\u00e2y d\u1ef1ng h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng?<\/b><\/h2>\n

X\u00e2y d\u1ef1ng v\u00e0 ph\u00e2n kh\u00fac h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng gi\u00fap cho doanh nghi\u1ec7p c\u00f3 th\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 nhu c\u1ea7u v\u00e0 s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 \u0111\u01b0a ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c kinh doanh v\u00e0 qu\u1ea3ng c\u00e1o hi\u1ec7u qu\u1ea3 h\u01a1n. H\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng c\u0169ng gi\u00fap cho c\u00e1c nh\u00e2n vi\u00ean ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 cung c\u1ea5p d\u1ecbch v\u1ee5 ch\u1ea5t l\u01b0\u1ee3ng cao v\u00e0 t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

X\u00e2y d\u1ef1ng v\u00e0 c\u00e1 nh\u00e2n h\u00f3a c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb<\/b><\/h3>\n

V\u1edbi th\u00f4ng tin t\u1eeb h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng, b\u1ea1n c\u00f3 th\u1ec3 t\u00f9y ch\u1ec9nh n\u1ed9i dung ti\u1ebfp th\u1ecb sao cho ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u v\u00e0 quan t\u00e2m c\u1ee7a t\u1eebng kh\u00e1ch h\u00e0ng. B\u1eb1ng c\u00e1ch n\u00e0y, b\u1ea1n kh\u00f4ng ch\u1ec9 t\u1ea1o ra s\u1ef1 t\u01b0\u01a1ng t\u00e1c t\u00edch c\u1ef1c t\u1eeb kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau, m\u00e0 c\u00f2n th\u1ec3 hi\u1ec7n s\u1ef1 chuy\u00ean nghi\u1ec7p v\u00e0 quan t\u00e2m \u0111\u1ebfn nhu c\u1ea7u ri\u00eang c\u1ee7a h\u1ecd.<\/span><\/p>\n

\"X\u00e2y<\/p>\n

X\u00e2y d\u1ef1ng h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng gi\u00fap c\u00e1 nh\u00e2n h\u00f3a c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb<\/p>\n<\/div>\n

B\u00ean c\u1ea1nh \u0111\u00f3 c\u00e1c nghi\u00ean c\u1ee9u v\u00e0 s\u1ed1 li\u1ec7u b\u00e1o c\u00e1o \u0111\u00e3 ch\u1ee9ng minh r\u1eb1ng c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng mang l\u1ea1i hi\u1ec7u qu\u1ea3 cao cho doanh nghi\u1ec7p. Ch\u1eb3ng h\u1ea1n, m\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a Filip Elen cho th\u1ea5y 72% kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y mu\u1ed1n mua s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 t\u1eeb doanh nghi\u1ec7p n\u1ebfu tr\u1ea3i nghi\u1ec7m \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a. Ngo\u00e0i ra, 85% kh\u00e1ch h\u00e0ng tin t\u01b0\u1edfng h\u01a1n v\u00e0 67% kh\u00e1ch h\u00e0ng t\u0103ng chi ti\u00eau khi tr\u1ea3i nghi\u1ec7m \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a.<\/span><\/p>\n

V\u00ec v\u1eady, x\u00e2y d\u1ef1ng h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 gi\u00fap x\u00e1c \u0111\u1ecbnh n\u1ed9i dung ti\u1ebfp th\u1ecb ph\u00f9 h\u1ee3p, m\u00e0 c\u00f2n cho ph\u00e9p c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Khi k\u1ebft h\u1ee3p c\u1ea3 hai, doanh nghi\u1ec7p c\u00f3 th\u1ec3 x\u00e2y d\u1ef1ng m\u1ed9t m\u00f4i tr\u01b0\u1eddng g\u1ea7n g\u0169i, t\u1ea1o t\u01b0\u01a1ng t\u00e1c t\u00edch c\u1ef1c v\u00e0 khuy\u1ebfn kh\u00edch l\u00f2ng trung th\u00e0nh t\u1eeb kh\u00e1ch h\u00e0ng, qua \u0111\u00f3 t\u1ea1o n\u00ean s\u1ef1 \u1ee7ng h\u1ed9 l\u00e2u d\u00e0i cho doanh nghi\u1ec7p.<\/span><\/p>\n

Ti\u1ebft ki\u1ec7m chi ph\u00ed qu\u1ea3ng c\u00e1o<\/b><\/h3>\n

C\u00f3 h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng, b\u1ea1n s\u1ebd bi\u1ebft ch\u00ednh x\u00e1c c\u00e1c \u0111\u1eb7c \u0111i\u1ec3m c\u1ee7a \u0111\u1ed1i t\u01b0\u1ee3ng m\u00e0 b\u1ea1n mu\u1ed1n chia s\u1ebb th\u00f4ng tin. Nh\u1eefng th\u00f4ng tin chi ti\u1ebft nh\u01b0 v\u1eady gi\u00fap ho\u1ea1t \u0111\u1ed9ng ti\u1ebfp th\u1ecb c\u1ee7a b\u1ea1n gi\u1ea3m chi ph\u00ed \u0111\u1ebfn m\u1ee9c th\u1ea5p nh\u1ea5t b\u1eb1ng c\u00e1ch nh\u1eafm \u0111\u1ebfn ph\u00e2n kh\u00fac ng\u01b0\u1eddi ti\u00eau d\u00f9ng ch\u00ednh x\u00e1c. Thay v\u00ec \u0111\u1ea7u t\u01b0 v\u00e0o c\u00e1c chi\u1ebfn d\u1ecbch ti\u1ebfp th\u1ecb r\u1ed9ng r\u00e3i v\u00e0 kh\u00f4ng c\u00f3 s\u1ef1 ch\u1ec9 \u0111\u1ecbnh r\u00f5 r\u00e0ng, b\u1ea1n c\u00f3 th\u1ec3 t\u1eadp trung ngu\u1ed3n l\u1ef1c v\u00e0 ng\u00e2n s\u00e1ch v\u00e0o c\u00e1c k\u00eanh v\u00e0 ph\u01b0\u01a1ng ti\u1ec7n qu\u1ea3ng c\u00e1o hi\u1ec7u qu\u1ea3 h\u01a1n.<\/span><\/p>\n

\"Ti\u1ebft<\/p>\n

X\u00e2y d\u1ef1ng h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng gi\u00fap ti\u1ebft ki\u1ec7m chi ph\u00ed qu\u1ea3ng c\u00e1o<\/p>\n<\/div>\n

V\u00ed d\u1ee5, c\u00e0ng hi\u1ec3u chi ti\u1ebft v\u1ec1 kh\u00e1ch h\u00e0ng, b\u1ea1n c\u00e0ng c\u00f3 th\u1ec3 thu h\u1eb9p ph\u1ea1m vi qu\u1ea3ng c\u00e1o \u0111\u1ec3 ph\u00f9 h\u1ee3p v\u1edbi t\u1ec7p kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau, t\u1eeb \u0111\u00f3 ti\u1ebft ki\u1ec7m chi ph\u00ed v\u00e0 \u0111\u1ea1t \u0111\u01b0\u1ee3c hi\u1ec7u qu\u1ea3 cao h\u01a1n. V\u00ed d\u1ee5, b\u1ea1n c\u1ea7n ch\u1ea1y qu\u1ea3ng c\u00e1o Facebook v\u1edbi\u00a0 t\u1ec7p kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau c\u00f3 c\u00e1c \u0111\u1eb7c \u0111i\u1ec3m l\u00e0: ph\u1ee5 n\u1eef, tu\u1ed5i t\u1eeb 20-30 tu\u1ed5i, \u0111ang sinh s\u1ed1ng t\u1ea1i H\u00e0 N\u1ed9i. Vi\u1ec7c b\u1ea1n c\u00e0i \u0111\u1eb7t qu\u1ea3ng c\u00e1o bao g\u1ed3m ph\u1ea1m vi v\u1ec1 gi\u1edbi t\u00ednh, tu\u1ed5i, \u0111\u1ecba l\u00fd s\u1ebd ti\u1ebft ki\u1ec7m chi ph\u00ed v\u00e0 \u0111\u1ea1t hi\u1ec7u qu\u1ea3 cao h\u01a1n so v\u1edbi \u0111\u1ec3 ph\u1ea1m vi chung chung l\u00e0 H\u00e0 N\u1ed9i.\u00a0<\/span><\/p>\n

Vi\u1ec7c ph\u00e2n t\u00edch h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng c\u0169ng gi\u00fap b\u1ea1n c\u00e2n \u0111\u1ed1i c\u00e1c kho\u1ea3n chi ph\u00ed marketing. V\u00ed d\u1ee5, th\u00f4ng qua nghi\u00ean c\u1ee9u h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng, n\u1ebfu b\u1ea1n nh\u1eadn th\u1ea5y r\u1eb1ng 80% kh\u00e1ch h\u00e0ng \u0111\u1ebfn t\u1eeb ngu\u1ed3n truy c\u1eadp website v\u00e0 ch\u1ec9 c\u00f3 20% \u0111\u1ebfn t\u1eeb Facebook, th\u00ec b\u1ea1n n\u00ean \u0111\u1ea9y m\u1ea1nh\u00a0 qu\u1ea3ng c\u00e1o v\u00e0o k\u00eanh website \u0111\u1ec3 mang l\u1ea1i hi\u1ec7u qu\u1ea3 ti\u1ebfp th\u1ecb t\u1ed1t h\u01a1n..<\/span><\/p>\n

T\u1ea1o d\u1ef1ng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng<\/b><\/h3>\n

Trong m\u00f4i tr\u01b0\u1eddng kinh doanh c\u1ea1nh tranh ng\u00e0y nay, vi\u1ec7c x\u00e2y d\u1ef1ng h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 \u0111\u01a1n thu\u1ea7n l\u00e0 m\u1ed9t nhi\u1ec7m v\u1ee5 th\u00f4ng th\u01b0\u1eddng m\u00e0 c\u00f2n l\u00e0 m\u1ed9t y\u1ebfu t\u1ed1 quan tr\u1ecdng \u0111\u1ec3 t\u1ea1o d\u1ef1ng l\u00f2ng trung th\u00e0nh t\u1eeb kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

\"T\u1ea1o<\/p>\n

X\u00e2y d\u1ef1ng h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng gi\u00fap t\u1ea1o d\u1ef1ng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

Khi b\u1ea1n \u0111\u00e3 bi\u1ebft r\u00f5 v\u1ec1 s\u1edf th\u00edch v\u00e0 h\u00e0nh vi mua s\u1eafm c\u1ee7a kh\u00e1ch h\u00e0ng, b\u1ea1n c\u00f3 th\u1ec3 t\u01b0\u01a1ng t\u00e1c v\u1edbi h\u1ecd \u1edf c\u1ea5p \u0111\u1ed9 c\u00e1 nh\u00e2n. \u0110i\u1ec1u n\u00e0y gi\u00fap kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y g\u1ea7n g\u0169i v\u00e0 th\u00e2n thu\u1ed9c v\u1edbi doanh nghi\u1ec7p c\u1ee7a b\u1ea1n. H\u1ecd c\u1ea3m nh\u1eadn \u0111\u01b0\u1ee3c s\u1ef1 ch\u0103m s\u00f3c v\u00e0 s\u1ef1 th\u1ea5u hi\u1ec3u t\u1eeb ph\u00eda b\u1ea1n, t\u1eeb \u0111\u00f3 t\u1ea1o d\u1ef1ng m\u1ed9t m\u1ed1i quan h\u1ec7 l\u00f2ng trung th\u00e0nh v\u1edbi doanh nghi\u1ec7p c\u1ee7a b\u1ea1n.<\/span><\/p>\n

Theo Ma tr\u1eadn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (Customer Experience Matrix), 79% ng\u01b0\u1eddi ti\u00eau d\u00f9ng trung th\u00e0nh h\u01a1n v\u1edbi m\u1ed9t doanh nghi\u1ec7p hi\u1ec3u h\u1ecd. M\u1ee9c \u0111\u1ed9 trung th\u00e0nh t\u0103ng 7% c\u00f3 th\u1ec3 th\u00fac \u0111\u1ea9y l\u1ee3i nhu\u1eadn c\u1ee7a c\u00f4ng ty l\u00ean t\u1edbi 85%. \u0110i\u1ec1u n\u00e0y ch\u1ee9ng t\u1ecf r\u1eb1ng, vi\u1ec7c \u0111\u1ea7u t\u01b0 v\u00e0o vi\u1ec7c n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh s\u1ebd c\u00f3 \u1ea3nh h\u01b0\u1edfng t\u00edch c\u1ef1c \u0111\u1ebfn l\u1ee3i nhu\u1eadn c\u1ee7a doanh nghi\u1ec7p b\u1ea1n.<\/span><\/p>\n

Masterskills \u2013 t\u1ef1 \u0111\u1ed9ng x\u00e2y d\u1ef1ng h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng v\u00e0 ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng<\/strong><\/h2>\n

Masterskills l\u00e0 ph\u1ea7n m\u1ec1m CRM (qu\u1ea3n l\u00fd qu\u1ea3n h\u1ec7 kh\u00e1ch h\u00e0ng), c\u00f3 kh\u1ea3 n\u0103ng t\u1ef1 \u0111\u1ed9ng thu th\u1eadp v\u00e0 l\u01b0u tr\u1eef d\u1eef li\u1ec7u, x\u00e2y d\u1ef1ng h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng v\u00e0 ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng, c\u1ee5 th\u1ec3:<\/span><\/p>\n

    \n
  • Thu th\u1eadp v\u00e0 l\u01b0u tr\u1eef th\u00f4ng tin kh\u00e1ch h\u00e0ng thu th\u1eadp \u0111\u01b0\u1ee3c trong qu\u00e1 tr\u00ecnh doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c<\/span><\/li>\n
  • L\u01b0u l\u1ecbch s\u1eed t\u1ea5t c\u1ea3 t\u01b0\u01a1ng t\u00e1c gi\u1eefa doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng tr\u00ean m\u1ecdi k\u00eanh b\u00e1n h\u00e0ng, bao g\u1ed3m website, fanpage, Zalo, Instagram, email, t\u1ed5ng \u0111\u00e0i.<\/span><\/li>\n
  • T\u1ef1 \u0111\u1ed9ng hi\u1ec3n th\u1ecb h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng khi kh\u00e1ch li\u00ean l\u1ea1c t\u1edbi, gi\u00fap t\u01b0 v\u1ea5n vi\u00ean nhanh ch\u00f3ng n\u1eafm b\u1eaft th\u00f4ng tin kh\u00e1ch h\u00e0ng, \u0111\u1ec3 \u0111\u01b0a ra t\u01b0 v\u1ea5n ph\u00f9 h\u1ee3p v\u00e0 ch\u00ednh x\u00e1c.<\/span><\/li>\n
  • Ch\u1ee9c n\u0103ng g\u1eafn tag ph\u00e2n lo\u1ea1i h\u1ed9i tho\u1ea1i hay g\u1eafn nh\u00e3n ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng, gi\u00fap doanh nghi\u1ec7p d\u1ec5 d\u00e0ng ph\u00e2n lo\u1ea1i y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch, hay ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng, h\u1ed7 tr\u1ee3 c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/span><\/li>\n
  • Ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean c\u00e1c ti\u00eau ch\u00ed kh\u00e1c nhau, h\u1ed7 tr\u1ee3 marketing c\u00e1 nh\u00e2n h\u00f3a \u0111\u1ed1i v\u1edbi t\u1eebng t\u1ec7p kh\u00e1ch h\u00e0ng.<\/span><\/li>\n
  • \u0110\u1ed3ng b\u1ed9 h\u00f3a d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng t\u1eeb nhi\u1ec1u k\u00eanh<\/span><\/li>\n<\/ul>\n

    Th\u00eam v\u00e0o \u0111\u00f3, ph\u1ea7n m\u1ec1m Masterskills c\u00f2n cung c\u1ea5p nhi\u1ec1u c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3 qu\u00e1 tr\u00ecnh t\u01b0 v\u1ea5n gi\u00fap gia t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, v\u00ed d\u1ee5 nh\u01b0 rule ph\u00e2n ph\u1ed1i, th\u01b0 vi\u1ec7n tin nh\u1eafn m\u1eabu, chatbot t\u1ef1 \u0111\u1ed9ng\u2026<\/span><\/p>\n

    H\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a doanh nghi\u1ec7p, n\u00f3 cung c\u1ea5p cho doanh nghi\u1ec7p th\u00f4ng tin c\u1ea7n thi\u1ebft \u0111\u1ec3 x\u00e2y d\u1ef1ng v\u00e0 tri\u1ec3n khai c\u00e1c chi\u1ebfn l\u01b0\u1ee3c kinh doanh hi\u1ec7u qu\u1ea3. H\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng c\u00f2n l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng gi\u00fap doanh nghi\u1ec7p duy tr\u00ec s\u1ef1 g\u1eafn k\u1ebft v\u1edbi kh\u00e1ch h\u00e0ng trong qu\u00e1 tr\u00ecnh ph\u00e1t tri\u1ec3n, \u0111\u1ed3ng th\u1eddi t\u1ea1o n\u1ec1n t\u1ea3ng cho m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i.<\/span><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

    H\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t kh\u00e1i ni\u1ec7m quan tr\u1ecdng trong l\u0129nh v\u1ef1c kinh doanh v\u00e0 ti\u1ebfp th\u1ecb. C\u00e1c chuy\u00ean gia trong l\u0129nh v\u1ef1c n\u00e0y \u0111\u00e3 ch\u1ee9ng minh r\u00f5 r\u1eb1ng vi\u1ec7c x\u00e2y d\u1ef1ng v\u00e0 qu\u1ea3n l\u00fd h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c n\u1eafm b\u1eaft nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng, t\u0103ng c\u01b0\u1eddng t\u01b0\u01a1ng t\u00e1c v\u00e0 c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. \u00d4ng John Smith, CEO c\u1ee7a m\u1ed9t c\u00f4ng ty h\u00e0ng \u0111\u1ea7u trong ng\u00e0nh F&B t\u1ea1i M\u1ef9, kh\u1eb3ng \u0111\u1ecbnh: \u201cH\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 c\u01a1 s\u1edf d\u1eef li\u1ec7u v\u00f4 c\u00f9ng qu\u00fd gi\u00e1 gi\u00fap ch\u00fang t\u00f4i hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 kh\u00e1ch h\u00e0ng v\u00e0 t\u1ea1o ra nh\u1eefng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ph\u00f9 h\u1ee3p nh\u1ea5t v\u1edbi nhu c\u1ea7u c\u1ee7a h\u1ecd\u201d.<\/span><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[219],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/51669"}],"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=51669"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/51669\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=51669"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=51669"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=51669"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}