{"id":51775,"date":"2023-12-20T01:21:43","date_gmt":"2023-12-19T18:21:43","guid":{"rendered":"https:\/\/masterskills.org\/blog\/cac-cach-cham-soc-khach-hang-cu-hieu-qua.html"},"modified":"2023-12-20T01:21:43","modified_gmt":"2023-12-19T18:21:43","slug":"cac-cach-cham-soc-khach-hang-cu-hieu-qua","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/cac-cach-cham-soc-khach-hang-cu-hieu-qua.html","title":{"rendered":"C\u00e1c c\u00e1ch ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169 hi\u1ec7u qu\u1ea3"},"content":{"rendered":"
\n

Theo m\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a Bain & Company, chi ph\u00ed \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng c\u0169 ch\u1ec9 t\u1eeb 1\/7 \u0111\u1ebfn 1\/6 so v\u1edbi chi ph\u00ed \u0111\u1ec3 thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi. Kh\u00e1ch h\u00e0ng c\u0169 kh\u00f4ng ch\u1ec9 mang l\u1ea1i doanh thu \u1ed5n \u0111\u1ecbnh h\u01a1n m\u00e0 c\u00f2n gi\u00fap t\u0103ng kh\u1ea3 n\u0103ng ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng m\u1edbi th\u00f4ng qua marketing truy\u1ec1n mi\u1ec7ng. B\u00e0i vi\u1ebft n\u00e0y s\u1ebd chia s\u1ebb m\u1ed9t s\u1ed1 c\u00e1ch ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169 hi\u1ec7u qu\u1ea3, c\u00f3 th\u1ec3 h\u1eefu \u00edch v\u1edbi b\u1ea1n.<\/span><\/p>\n

\"C\u00e1c<\/p>\n

C\u00e1c c\u00e1ch ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169 hi\u1ec7u qu\u1ea3<\/p>\n<\/div>\n

Kh\u00e1ch h\u00e0ng c\u0169 l\u00e0 ai? L\u1ee3i \u00edch c\u1ee7a ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169<\/b><\/h2>\n

Kh\u00e1ch h\u00e0ng c\u0169 l\u00e0 nh\u1eefng kh\u00e1ch h\u00e0ng \u0111\u00e3 t\u1eebng mua s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n v\u00e0 \u0111\u00e3 c\u00f3 tr\u1ea3i nghi\u1ec7m v\u1edbi ch\u00fang. Tuy nhi\u00ean, n\u1ebfu b\u1ea1n kh\u00f4ng \u0111\u1ee7 s\u1ee9c gi\u1eef ch\u00e2n h\u1ecd, h\u1ecd c\u00f3 th\u1ec3 tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng \u201cm\u1ed9t l\u1ea7n\u201d v\u00e0 kh\u00f4ng quay l\u1ea1i v\u1edbi b\u1ea1n.<\/span><\/p>\n

\"Kh\u00e1ch<\/p>\n

Kh\u00e1ch h\u00e0ng c\u0169 l\u00e0 ai? L\u1ee3i \u00edch c\u1ee7a ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169 l\u00e0 g\u00ec?<\/p>\n<\/div>\n

Trong chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ee7a nhi\u1ec1u doanh nghi\u1ec7p hi\u1ec7n nay, ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169 l\u00e0 m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c \u01b0u ti\u00ean h\u00e0ng \u0111\u1ea7u, v\u00ec n\u00f3 mang l\u1ea1i nhi\u1ec1u l\u1ee3i \u00edch doanh nghi\u1ec7p:<\/span><\/p>\n

T\u0103ng doanh s\u1ed1: <\/i><\/b>Theo m\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a Gartner, kh\u00e1ch h\u00e0ng trung th\u00e0nh chi ti\u00eau trung b\u00ecnh nhi\u1ec1u h\u01a1n kho\u1ea3ng 33% so v\u1edbi kh\u00e1ch h\u00e0ng m\u1edbi. M\u1ed9t nghi\u00ean c\u1ee9u kh\u00e1c c\u1ee7a Bain & Company c\u0169ng ch\u1ec9 ra r\u1eb1ng, t\u0103ng 5% t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn t\u0103ng tr\u01b0\u1edfng doanh s\u1ed1 t\u1eeb 25% \u0111\u1ebfn 95%.\u00a0<\/span><\/p>\n

Ti\u1ebft ki\u1ec7m chi ph\u00ed: <\/i><\/b>C\u0169ng theo Bain & Company, chi ph\u00ed \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng c\u0169 ch\u1ec9 t\u1eeb 1\/7 \u0111\u1ebfn 1\/6 so v\u1edbi chi ph\u00ed \u0111\u1ec3 thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi.<\/span><\/p>\n

T\u1ea1o kh\u00e1ch h\u00e0ng trung th\u00e0nh:<\/i><\/b> Ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169 t\u1ed1t c\u00f3 th\u1ec3 khi\u1ebfn h\u1ecd tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng trung th\u00e0nh. Theo nghi\u00ean c\u1ee9u c\u1ee7a Invesp, kh\u00e1ch h\u00e0ng trung th\u00e0nh c\u00f3 kh\u1ea3 n\u0103ng chi ti\u00eau cao h\u01a1n 31% so v\u1edbi kh\u00e1ch h\u00e0ng m\u1edbi.<\/span><\/p>\n

Ph\u00e1t tri\u1ec3n th\u01b0\u01a1ng hi\u1ec7u: <\/i><\/b>Theo m\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a Nielsen, 92% kh\u00e1ch h\u00e0ng d\u1ec5 b\u1ecb \u1ea3nh h\u01b0\u1edfng b\u1edfi nh\u1eefng \u0111\u00e1nh gi\u00e1 t\u00edch c\u1ef1c t\u1eeb b\u1ea1n b\u00e8 v\u00e0 ng\u01b0\u1eddi th\u00e2n, trong khi ch\u1ec9 c\u00f3 33% kh\u00e1ch h\u00e0ng tin t\u01b0\u1edfng qu\u1ea3ng c\u00e1o tr\u1ef1c tuy\u1ebfn. \u0110i\u1ec1u n\u00e0y cho th\u1ea5y s\u1ef1 quan tr\u1ecdng c\u1ee7a vi\u1ec7c kh\u00e1ch h\u00e0ng c\u0169 chia s\u1ebb tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c c\u1ee7a m\u00ecnh \u0111\u1ec3 thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi. Nghi\u00ean c\u1ee9u c\u0169ng cho th\u1ea5y r\u1eb1ng, khi kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u1edbi s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5, h\u1ecd c\u00f3 th\u1ec3 tr\u1edf th\u00e0nh nh\u1eefng \u0111\u1ea1i s\u1ee9 th\u01b0\u01a1ng hi\u1ec7u t\u1ef1 nhi\u00ean v\u00e0 g\u00f3p ph\u1ea7n \u0111\u1ea9y m\u1ea1nh ti\u1ebfp th\u1ecb cho doanh nghi\u1ec7p.<\/span><\/p>\n

C\u1ea3i thi\u1ec7n s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5:<\/i><\/b> Theo nh\u1eadn \u0111\u1ecbnh c\u1ee7a Forrester Research, v\u1edbi m\u1ed7i l\u01b0\u1ee3t ph\u1ea3n h\u1ed3i v\u00e0 g\u00f3p \u00fd v\u1ec1 s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p, th\u00ec s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 \u0111\u00f3 s\u1ebd tr\u1edf n\u00ean t\u1ed1t h\u01a1n so v\u1edbi ch\u1ea5t l\u01b0\u1ee3ng ban \u0111\u1ea7u c\u1ee7a n\u00f3. Nh\u1eadn \u0111\u1ecbnh n\u00e0y cho th\u1ea5y r\u1eb1ng ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng c\u0169 c\u00f3 th\u1ec3 gi\u00fap c\u1ea3i thi\u1ec7n s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p, gi\u00fap n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng v\u00e0 t\u0103ng kh\u1ea3 n\u0103ng c\u1ea1nh tranh c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u tr\u00ean th\u1ecb tr\u01b0\u1eddng.<\/span><\/p>\n

Xem th\u00eam:\u00a0\u0110\u1ec3 kh\u00e1ch h\u00e0ng c\u0169 ti\u1ebfp t\u1ee5c \u201cm\u1edf h\u1ea7u bao\u201d<\/strong><\/em><\/p>\n

C\u00e1ch ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169 hi\u1ec7u qu\u1ea3<\/b><\/h2>\n

C\u00e1c doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i t\u00ecm ra cho m\u00ecnh nh\u1eefng c\u00e1ch ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169 hi\u1ec7u qu\u1ea3 nh\u1ea5t. Sau \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 c\u00e1ch ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169 hi\u1ec7u qu\u1ea3 :<\/span><\/p>\n

Ph\u00e2n nh\u00f3m kh\u00e1ch h\u00e0ng c\u0169 \u0111\u1ec3 g\u1eedi th\u00f4ng \u0111i\u1ec7p ph\u00f9 h\u1ee3p, \u0111\u00fang th\u1eddi \u0111i\u1ec3m<\/b><\/h3>\n

Vi\u1ec7c ph\u00e2n nh\u00f3m kh\u00e1ch h\u00e0ng c\u0169 l\u00e0 m\u1ed9t trong nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c quan tr\u1ecdng \u0111\u1ec3 t\u0103ng c\u01b0\u1eddng s\u1ef1 t\u01b0\u01a1ng t\u00e1c gi\u1eefa doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng. B\u1eb1ng c\u00e1ch ph\u00e2n nh\u00f3m kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 g\u1eedi th\u00f4ng \u0111i\u1ec7p ph\u00f9 h\u1ee3p v\u00e0 \u0111\u00fang th\u1eddi \u0111i\u1ec3m, t\u1eeb \u0111\u00f3 t\u1ea1o ra s\u1ef1 quan t\u00e2m v\u00e0 ni\u1ec1m tin c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m v\u00e0 th\u01b0\u01a1ng hi\u1ec7u.<\/span><\/p>\n

C\u00f3 nhi\u1ec1u c\u00e1ch \u0111\u1ec3 ph\u00e2n nh\u00f3m kh\u00e1ch h\u00e0ng c\u0169, v\u00e0 \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 c\u00e1ch ph\u1ed5 bi\u1ebfn:<\/span><\/p>\n

Ph\u00e2n theo gi\u1edbi t\u00ednh:<\/i><\/b> \u0110\u1ed1i v\u1edbi c\u00e1c shop b\u00e1n s\u1ea3n ph\u1ea9m cho c\u1ea3 nam v\u00e0 n\u1eef, vi\u1ec7c ph\u00e2n nh\u00f3m kh\u00e1ch h\u00e0ng theo gi\u1edbi t\u00ednh l\u00e0 c\u1ea7n thi\u1ebft \u0111\u1ec3 g\u1eedi th\u00f4ng \u0111i\u1ec7p ph\u00f9 h\u1ee3p v\u1edbi m\u1ed7i \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n

\"Vi\u1ec7c<\/p>\n

Vi\u1ec7c ph\u00e2n nh\u00f3m kh\u00e1ch h\u00e0ng theo gi\u1edbi t\u00ednh l\u00e0 c\u1ea7n thi\u1ebft<\/p>\n<\/div>\n

V\u00ed d\u1ee5, shop b\u00e1n qu\u1ea7n \u00e1o c\u00f3 th\u1ec3 ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng theo gi\u1edbi t\u00ednh, g\u1eedi th\u00f4ng \u0111i\u1ec7p kh\u00e1c nhau \u0111\u1ebfn c\u00e1c nh\u00f3m kh\u00e1c nhau. V\u00ed d\u1ee5, g\u1eedi email cho nh\u00f3m kh\u00e1ch h\u00e0ng n\u1eef v\u1edbi ch\u1ee7 \u0111\u1ec1 \u201cTh\u1eddi trang m\u1edbi nh\u1ea5t d\u00e0nh cho n\u1eef gi\u1edbi\u201d, c\u00f2n \u0111\u1ed1i v\u1edbi nh\u00f3m kh\u00e1ch h\u00e0ng nam c\u00f3 th\u1ec3 g\u1eedi email v\u1edbi ch\u1ee7 \u0111\u1ec1 \u201cC\u1eadp nh\u1eadt b\u1ed9 s\u01b0u t\u1eadp nam m\u1edbi nh\u1ea5t\u201d.\u00a0<\/span><\/p>\n

Ph\u00e2n theo s\u1ea3n ph\u1ea9m\/lo\u1ea1i s\u1ea3n ph\u1ea9m \u0111\u00e3 mua: <\/i><\/b>Vi\u1ec7c ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng theo s\u1ea3n ph\u1ea9m \u0111\u00e3 mua gi\u00fap doanh nghi\u1ec7p c\u00f3 th\u1ec3 cung c\u1ea5p th\u00f4ng tin, t\u01b0 v\u1ea5n v\u00e0 khuy\u1ebfn m\u00e3i cho s\u1ea3n ph\u1ea9m t\u01b0\u01a1ng t\u1ef1 m\u00e0 kh\u00e1ch h\u00e0ng \u0111\u00e3 mua tr\u01b0\u1edbc \u0111\u00f3.<\/span><\/p>\n

V\u00ed d\u1ee5, m\u1ed9t c\u1eeda h\u00e0ng b\u00e1n \u0111\u1ed3 gia d\u1ee5ng c\u00f3 th\u1ec3 ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng theo c\u00e1c s\u1ea3n ph\u1ea9m \u0111\u00e3 mua. N\u1ebfu kh\u00e1ch h\u00e0ng \u0111\u00e3 mua m\u00e1y h\u00fat b\u1ee5i, c\u1eeda h\u00e0ng c\u00f3 th\u1ec3 g\u1eedi email v\u1edbi ch\u1ee7 \u0111\u1ec1 \u201cPh\u1ee5 ki\u1ec7n cho m\u00e1y h\u00fat b\u1ee5i: Khuy\u1ebfn m\u00e3i \u0111\u1eb7c bi\u1ec7t\u201d. Ho\u1eb7c n\u1ebfu kh\u00e1ch h\u00e0ng \u0111\u00e3 mua m\u00e1y xay sinh t\u1ed1, c\u1eeda h\u00e0ng c\u00f3 th\u1ec3 g\u1eedi email v\u1edbi ch\u1ee7 \u0111\u1ec1 \u201cC\u00e1c c\u00f4ng th\u1ee9c n\u1ea5u \u0103n ngon mi\u1ec7ng v\u1edbi m\u00e1y xay sinh t\u1ed1\u201d.<\/span><\/p>\n

Ph\u00e2n theo m\u1ee9c ti\u1ec1n \u0111\u00e3 chi ti\u00eau: <\/i><\/b>Ph\u00e2n nh\u00f3m kh\u00e1ch h\u00e0ng c\u0169 theo m\u1ee9c chi ti\u00eau c\u1ee7a h\u1ecd gi\u00fap doanh nghi\u1ec7p c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c m\u1ee9c \u0111\u1ed9 th\u00e2n thi\u1ebft c\u1ee7a t\u1eebng kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u01b0a ra ch\u00ednh s\u00e1ch \u01b0u \u0111\u00e3i ph\u00f9 h\u1ee3p \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

V\u00ed d\u1ee5, m\u1ed9t c\u1eeda h\u00e0ng th\u1eddi trang c\u00f3 th\u1ec3 ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng theo m\u1ee9c chi ti\u00eau. N\u1ebfu kh\u00e1ch h\u00e0ng \u0111\u00e3 chi ti\u00eau t\u1eeb 5 tri\u1ec7u \u0111\u1ed3ng tr\u1edf l\u00ean th\u00ec x\u1ebfp v\u00e0o nh\u00f3m kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft. N\u1ebfu kh\u00e1ch h\u00e0ng \u0111\u00e3 chi ti\u00eau t\u1eeb 10 tri\u1ec7u \u0111\u1ed3ng tr\u1edf l\u00ean th\u00ec thu\u1ed9c nh\u00f3m kh\u00e1ch h\u00e0ng trung th\u00e0nh. C\u00e1c ch\u01b0\u01a1ng tr\u00ecnh marketing\/ ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng d\u00e0nh cho 2 nh\u00f3m n\u00e0y s\u1ebd c\u00f3 s\u1ef1 kh\u00e1c nhau.<\/span><\/p>\n

Chia theo l\u1ea7n mua cu\u1ed1i c\u00f9ng:<\/i><\/b> Vi\u1ec7c ph\u00e2n nh\u00f3m kh\u00e1ch h\u00e0ng c\u0169 theo th\u1eddi \u0111i\u1ec3m mua h\u00e0ng gi\u00fap doanh nghi\u1ec7p t\u1ed1i \u01b0u h\u00f3a chi\u1ebfn d\u1ecbch qu\u1ea3ng c\u00e1o, gi\u1ea3m chi ph\u00ed v\u00e0 t\u0103ng hi\u1ec7u qu\u1ea3.<\/span><\/p>\n

V\u00ed d\u1ee5, n\u1ebfu l\u00e0 m\u1ed9t shop b\u00e1n \u0111\u1ed3 skincare, sau 1 tu\u1ea7n c\u00f3 th\u1ec3 nh\u1eafn tin ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, h\u1ecfi th\u0103m xem h\u1ecd d\u00f9ng s\u1ea3n ph\u1ea9m nh\u01b0 th\u1ebf n\u00e0o, s\u1ea3n ph\u1ea9m c\u00f3 ph\u00f9 h\u1ee3p kh\u00f4ng, c\u00f3 b\u1ecb k\u00edch \u1ee9ng kh\u00f4ng, s\u1eed d\u1ee5ng c\u00f9ng v\u1edbi c\u00e1c s\u1ea3n ph\u1ea9m n\u00e0o \u0111\u1ec3 shop t\u01b0 v\u1ea5n th\u00eam. Sau 1 th\u00e1ng, th\u1eddi \u0111i\u1ec3m m\u00e0 s\u1ea3n ph\u1ea9m s\u1eafp \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng h\u1ebft n\u1ebfu s\u1eed d\u1ee5ng \u0111\u1ec1u \u0111\u1eb7n, doanh nghi\u1ec7p c\u00f3 th\u1ec3 g\u1ecdi \u0111i\u1ec7n h\u1ecfi th\u0103m t\u00ecnh h\u00ecnh, t\u01b0 v\u1ea5n kh\u00e1ch h\u00e0ng mua l\u1ea1i ho\u1eb7c mua th\u00eam s\u1ea3n ph\u1ea9m kh\u00e1c. Vi\u1ec7c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng nh\u01b0 v\u1eady gi\u00fap t\u0103ng kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng quay l\u1ea1i mua h\u00e0ng l\u1ea7n ti\u1ebfp theo.<\/span><\/p>\n

Ngo\u00e0i ra, c\u00f2n r\u1ea5t nhi\u1ec1u c\u00e1ch ph\u00e2n nh\u00f3m kh\u00e1c nh\u01b0 ph\u00e2n theo \u0111\u1ed9 tu\u1ed5i, khu v\u1ef1c \u0111\u1ecba l\u00fd, s\u1edf th\u00edch, nhu c\u1ea7u s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, th\u1eddi gian mua h\u00e0ng,\u2026<\/span><\/p>\n

L\u1ee3i \u00edch c\u1ee7a vi\u1ec7c chia nh\u00f3m<\/b><\/h4>\n

Vi\u1ec7c chia nh\u00f3m kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t trong nh\u1eefng c\u00e1ch quan tr\u1ecdng \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau v\u00e0 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 h\u00e0nh vi mua h\u00e0ng c\u1ee7a h\u1ecd. \u0110i\u1ec1u n\u00e0y gi\u00fap doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u1ea1o ra nh\u1eefng chi\u1ebfn d\u1ecbch remarketing v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u00e1 nh\u00e2n h\u00f3a cho t\u1eebng ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng, t\u0103ng c\u01a1 h\u1ed9i t\u0103ng doanh s\u1ed1 v\u00e0 l\u1ee3i nhu\u1eadn.<\/span><\/p>\n

B\u1eb1ng c\u00e1ch x\u00e1c \u0111\u1ecbnh c\u00e1c nh\u00f3m kh\u00e1ch h\u00e0ng kh\u00e1c nhau, doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u1ea1o ra n\u1ed9i dung qu\u1ea3ng c\u00e1o ph\u00f9 h\u1ee3p v\u1edbi t\u1eebng \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng, \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a h\u1ecd v\u00e0 t\u0103ng kh\u1ea3 n\u0103ng t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi chi\u1ebfn d\u1ecbch.\u00a0<\/span><\/p>\n

N\u1ebfu thi\u1ebfu c\u00e1c kh\u00e2u ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169 th\u00ec doanh nghi\u1ec7p s\u1ebd g\u1eb7p nhi\u1ec1u kh\u00f3 kh\u0103n trong vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng. Kh\u00e1ch h\u00e0ng ch\u1ec9 mua h\u00e0ng m\u1ed9t l\u1ea7n v\u00e0 s\u1ebd chuy\u1ec3n sang mua s\u1ea3n ph\u1ea9m c\u1ee7a \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh n\u1ebfu h\u1ecd kh\u00f4ng \u0111\u01b0\u1ee3c quan t\u00e2m \u0111\u00fang m\u1ee9c. N\u1ebfu s\u1ea3n ph\u1ea9m v\u00e0 gi\u00e1 c\u1ea3 t\u1ed1t, kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 mua l\u1ea1i, nh\u01b0ng t\u1ea7n su\u1ea5t mua h\u00e0ng s\u1ebd r\u1ea5t th\u1ea5p. Doanh nghi\u1ec7p kh\u00f3 n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c t\u1ea7n su\u1ea5t mua h\u00e0ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 s\u1ebd kh\u00f4ng c\u00f3 c\u01a1 h\u1ed9i t\u0103ng doanh s\u1ed1 v\u00e0 l\u1ee3i nhu\u1eadn. \u0110i\u1ec1u n\u00e0y cho th\u1ea5y t\u1ea7m quan tr\u1ecdng c\u1ee7a vi\u1ec7c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169 th\u01b0\u1eddng xuy\u00ean.<\/span><\/p>\n

X\u00e2y d\u1ef1ng k\u1ebf ho\u1ea1ch ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169<\/b><\/h3>\n

L\u00ean k\u1ebf ho\u1ea1ch ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169 l\u00e0 m\u1ed9t b\u01b0\u1edbc quan tr\u1ecdng trong vi\u1ec7c x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 b\u1ec1n v\u1eefng v\u1edbi kh\u00e1ch h\u00e0ng. Sau khi ph\u00e2n nh\u00f3m kh\u00e1ch h\u00e0ng, vi\u1ec7c thi\u1ebft k\u1ebf k\u1ebf ho\u1ea1ch ch\u0103m s\u00f3c s\u1ebd gi\u00fap cho doanh nghi\u1ec7p t\u1ed1i \u01b0u h\u00f3a hi\u1ec7u qu\u1ea3 kinh doanh v\u00e0 \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau kinh doanh c\u1ee7a m\u00ecnh.<\/span><\/p>\n

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

X\u00e2y d\u1ef1ng k\u1ebf ho\u1ea1ch ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169<\/p>\n<\/div>\n

\u0110\u1ec3 l\u00ean \u0111\u01b0\u1ee3c k\u1ebf ho\u1ea1ch ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169 hi\u1ec7u qu\u1ea3, \u0111\u1ea7u ti\u00ean c\u1ea7n x\u00e1c \u0111\u1ecbnh c\u00e1c s\u1ea3n ph\u1ea9m hay d\u1ecbch v\u1ee5 m\u00e0 doanh nghi\u1ec7p cung c\u1ea5p. Sau \u0111\u00f3, c\u1ea7n l\u1ef1a ch\u1ecdn k\u00eanh g\u1eedi tin nh\u1eafn\/ g\u1ecdi \u0111i\u1ec7n ch\u0103m s\u00f3c ph\u00f9 h\u1ee3p v\u1edbi t\u1eebng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5. V\u00ed d\u1ee5, n\u1ebfu s\u1ea3n ph\u1ea9m l\u00e0 m\u1ef9 ph\u1ea9m th\u00ec k\u00eanh g\u1eedi tin nh\u1eafn qua Facebook ho\u1eb7c Zalo c\u00f3 th\u1ec3 s\u1ebd hi\u1ec7u qu\u1ea3 h\u01a1n so v\u1edbi g\u1ecdi \u0111i\u1ec7n. Ngo\u00e0i ra, c\u1ea7n x\u00e1c \u0111\u1ecbnh th\u1eddi \u0111i\u1ec3m th\u00edch h\u1ee3p \u0111\u1ec3 g\u1eedi tin nh\u1eafn ho\u1eb7c g\u1ecdi \u0111i\u1ec7n ch\u0103m s\u00f3c, nh\u01b0 sau khi kh\u00e1ch h\u00e0ng mua s\u1ea3n ph\u1ea9m, sau khi tr\u1ea3i nghi\u1ec7m s\u1ea3n ph\u1ea9m trong m\u1ed9t tu\u1ea7n ho\u1eb7c m\u1ed9t th\u00e1ng\u2026<\/span><\/p>\n

Sau khi x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c k\u00eanh v\u00e0 th\u1eddi \u0111i\u1ec3m ph\u00f9 h\u1ee3p, c\u1ea7n l\u00ean \u00fd t\u01b0\u1edfng cho n\u1ed9i dung v\u00e0 h\u00ecnh \u1ea3nh trong k\u1ebf ho\u1ea1ch ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169. N\u1ed9i dung c\u1ea7n g\u1eedi ph\u1ea3i ph\u00f9 h\u1ee3p v\u1edbi t\u1eebng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee5 th\u1ec3, h\u01b0\u1edbng \u0111\u1ebfn gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 m\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 g\u1eb7p ph\u1ea3i khi s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 \u0111\u00f3. H\u00ecnh \u1ea3nh c\u0169ng c\u1ea7n \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf sao cho thu h\u00fat s\u1ef1 ch\u00fa \u00fd c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

Doanh nghi\u1ec7p c\u1ea7n l\u00ean s\u1eb5n n\u1ed9i dung ho\u00e0n ch\u1ec9nh cho k\u1ebf ho\u1ea1ch ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169. \u0110i\u1ec1u n\u00e0y s\u1ebd gi\u00fap cho vi\u1ec7c tri\u1ec3n khai k\u1ebf ho\u1ea1ch tr\u1edf n\u00ean nhanh ch\u00f3ng v\u00e0 d\u1ec5 d\u00e0ng h\u01a1n. Sau \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 n\u1ed9i dung c\u00f3 th\u1ec3 tri\u1ec3n khai \u0111\u1ec3 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169 :<\/span><\/p>\n

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  • H\u1ecfi th\u0103m t\u00ecnh h\u00ecnh s\u1eed d\u1ee5ng v\u00e0 xin \u00fd ki\u1ebfn feedback v\u1ec1 s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 m\u00e0 doanh nghi\u1ec7p \u0111\u00e3 cung c\u1ea5p<\/span><\/li>\n
  • \u01afu \u0111\u00e3i- gi\u1ea3m gi\u00e1 cho kh\u00e1ch h\u00e0ng c\u0169 c\u00f3 th\u1ec3 khuy\u1ebfn kh\u00edch h\u1ecd ti\u1ebfp t\u1ee5c s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p.<\/span><\/li>\n
  • Gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m m\u1edbi \u0111\u1ebfn kh\u00e1ch h\u00e0ng c\u0169 c\u00f3 th\u1ec3 k\u00edch th\u00edch s\u1ef1 t\u00f2 m\u00f2 v\u00e0 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng gi\u00fap t\u0103ng tr\u01b0\u1edfng doanh s\u1ed1 b\u00e1n h\u00e0ng.<\/span><\/li>\n
  • G\u1eedi cho kh\u00e1ch h\u00e0ng c\u00e1c th\u00f4ng \u0111i\u1ec7p t\u01b0\u01a1ng t\u00e1c nh\u01b0 ch\u00fac t\u1ebft, ch\u00fac m\u1eebng sinh nh\u1eadt, ch\u00fac m\u1eebng s\u1ef1 ki\u1ec7n t\u00f9y \u0111\u1ed1i t\u01b0\u1ee3ng (8\/3, 20\/10, 20\/11, c\u00e1c k\u1ef3 ngh\u1ec9 l\u1ec5\u2026)<\/span><\/li>\n
  • T\u1ed5 ch\u1ee9c c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh referral marketing \u0111\u1ec3 khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 cho ng\u01b0\u1eddi th\u00e2n, b\u1ea1n b\u00e8.<\/span><\/li>\n
  • M\u1eddi kh\u00e1ch h\u00e0ng \u0111\u1ebfn c\u00e1c s\u1ef1 ki\u1ec7n tri \u00e2n ho\u1eb7c ra m\u1eaft s\u1ea3n ph\u1ea9m m\u1edbi, t\u1ea1o c\u01a1 h\u1ed9i cho kh\u00e1ch h\u00e0ng g\u1eb7p g\u1ee1, giao l\u01b0u v\u00e0 chia s\u1ebb kinh nghi\u1ec7m v\u1edbi nhau.\u00a0<\/span><\/li>\n<\/ul>\n

    T\u1ef1 \u0111\u1ed9ng h\u00f3a qu\u00e1 tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169<\/b><\/h3>\n

    T\u1ef1 \u0111\u1ed9ng h\u00f3a qu\u00e1 tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169 l\u00e0 m\u1ed9t trong nh\u1eefng c\u00e1ch hi\u1ec7u qu\u1ea3 \u0111\u1ec3 ti\u1ebft ki\u1ec7m th\u1eddi gian v\u00e0 t\u0103ng t\u00ednh hi\u1ec7u qu\u1ea3. B\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m, c\u00e1c doanh nghi\u1ec7p c\u00f3 th\u1ec3 g\u1eedi tin nh\u1eafn t\u1ef1 \u0111\u1ed9ng \u0111\u1ebfn kh\u00e1ch h\u00e0ng c\u0169 theo th\u1eddi gian \u0111\u00e3 c\u00e0i \u0111\u1eb7t.<\/span><\/p>\n

    Ph\u1ea7n m\u1ec1m c\u0169ng gi\u00fap b\u1ea1n t\u1ef1 \u0111\u1ed9ng g\u1eedi th\u00f4ng \u0111i\u1ec7p v\u00e0o c\u00e1c ng\u00e0y ngh\u1ec9 nh\u01b0 d\u1ecbp l\u1ec5 t\u1ebft hay s\u1ef1 ki\u1ec7n \u0111\u1eb7c bi\u1ec7t m\u00e0 kh\u00f4ng c\u1ea7n s\u1eafp x\u1ebfp nh\u00e2n s\u1ef1 hay lo l\u1eafng v\u1ec1 vi\u1ec7c qu\u00ean l\u1ecbch. \u0110i\u1ec1u n\u00e0y \u0111\u1eb7c bi\u1ec7t h\u1eefu \u00edch khi b\u1ea1n c\u00f3 m\u1ed9t l\u01b0\u1ee3ng l\u1edbn kh\u00e1ch h\u00e0ng c\u1ea7n \u0111\u01b0\u1ee3c ch\u0103m s\u00f3c.<\/span><\/p>\n

    Masterskills \u2013 Gi\u1ea3i ph\u00e1p ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169 t\u1ef1 \u0111\u1ed9ng<\/b><\/h2>\n

    Masterskills l\u00e0 m\u1ed9t ph\u1ea7n m\u1ec1m b\u00e1n h\u00e0ng \u0111a ch\u1ee9c n\u0103ng, h\u1ed7 tr\u1ee3 h\u1ea7u h\u1ebft c\u00e1c kh\u00e2u trong quy tr\u00ecnh b\u00e1n h\u00e0ng nh\u01b0: thu h\u00fat kh\u00e1ch h\u00e0ng, t\u01b0 v\u1ea5n v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, qu\u1ea3n l\u00fd \u0111\u01a1n h\u00e0ng, ph\u00e2n b\u1ed1 h\u1ed9i tho\u1ea1i cho nh\u00e2n vi\u00ean, th\u1ed1ng k\u00ea b\u00e1o c\u00e1o\u2026 Trong \u0111\u00f3, t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t trong nh\u1eefng t\u00ednh n\u0103ng n\u1ed5i tr\u1ed9i.<\/span><\/p>\n

    \"Masterskills<\/p>\n

    Masterskills \u2013 Gi\u1ea3i ph\u00e1p ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169 t\u1ef1 \u0111\u1ed9ng<\/p>\n<\/div>\n

    Masterskills gi\u1ed1ng nh\u01b0 m\u1ed9t trung t\u00e2m t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng. Ch\u1ec9 tr\u00ean m\u1ed9t m\u00e0n h\u00ecnh Masterskills, b\u1ea1n c\u00f3 th\u1ec3 nh\u1eadn v\u00e0 tr\u1ea3 l\u1eddi cu\u1ed9c g\u1ecdi\/ tin nh\u1eafn\/ b\u00ecnh lu\u1eadn t\u1eeb t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh b\u00e1n h\u00e0ng bao g\u1ed3m: website, fanpage, Instagram, Zalo, Email, t\u1ed5ng \u0111\u00e0i. Khi b\u1ea1n t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng, h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng c\u0169ng t\u1ef1 \u0111\u1ed9ng hi\u1ec7n ra, b\u1ea1n c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng xem v\u00e0 ch\u1ec9nh s\u1eeda th\u00f4ng tin, g\u1eafn tag kh\u00e1ch h\u00e0ng \u0111\u1ec3 ti\u1ec7n cho qu\u00e1 tr\u00ecnh ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

    T\u01b0\u01a1ng t\u00e1c \u0111a k\u00eanh k\u1ebft h\u1ee3p v\u1edbi t\u00ednh n\u0103ng t\u1ec7p kh\u00e1ch h\u00e0ng gi\u00fap b\u1ea1n c\u00f3 th\u1ec3 t\u1ef1 \u0111\u1ed9ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169 ngay tr\u00ean Masterskills, c\u1ee5 th\u1ec3:<\/span><\/p>\n

      \n
    • Ph\u00e2n nh\u00f3m kh\u00e1ch h\u00e0ng: theo gi\u1edbi t\u00ednh, theo tag, theo k\u00eanh t\u01b0\u01a1ng t\u00e1c, theo \u0111\u1ecba ch\u1ec9\u2026<\/span><\/li>\n
    • T\u1ea1o chi\u1ebfn d\u1ecbch ch\u0103m s\u00f3c kh\u00e1ch c\u0169: g\u1ecdi \u0111i\u1ec7n\/ nh\u1eafn tin\/ g\u1eedi email theo th\u1eddi gian \u0111\u00e3 c\u00e0i \u0111\u1eb7t<\/span><\/li>\n<\/ul>\n

      Masterskills gi\u00fap b\u1ea1n <\/span>ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng theo t\u1eebng ph\u00e2n kh\u00fac<\/span>, c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, t\u1ef1 \u0111\u1ed9ng v\u00e0 t\u1ed1i \u01b0u quy tr\u00ecnh ch\u0103m s\u00f3c.<\/span><\/p>\n

      Duy tr\u00ec v\u00e0 c\u1ea3i thi\u1ec7n m\u1ed1i quan h\u1ec7 t\u1ed1t v\u1edbi kh\u00e1ch h\u00e0ng lu\u00f4n l\u00e0 m\u1ed9t trong c\u00e1c nhi\u1ec7m v\u1ee5 quan tr\u1ecdng c\u1ee7a c\u00e1c doanh nghi\u1ec7p. Tri\u1ec3n khai c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169 ch\u00ednh l\u00e0 ch\u00eca kh\u00f3a gi\u00fap doanh nghi\u1ec7p x\u00e2y d\u1ef1ng t\u1ec7p kh\u00e1ch h\u00e0ng trung th\u00e0nh.<\/span><\/p>\n

      Xem th\u00eam:\u00a0<\/strong><\/em><\/p>\n

      C\u00e1ch gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng c\u0169 \u2013 T\u1ea1o kh\u00e1ch h\u00e0ng trung th\u00e0nh<\/strong><\/em><\/p>\n

      Gi\u1eef Ch\u00e2n Kh\u00e1ch H\u00e0ng: T\u1ea1i Sao Kh\u00e1ch H\u00e0ng C\u0169 T\u1ed1t H\u01a1n Kh\u00e1ch H\u00e0ng M\u1edbi?<\/strong><\/em><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

      Theo m\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a Bain & Company, chi ph\u00ed \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng c\u0169 ch\u1ec9 t\u1eeb 1\/7 \u0111\u1ebfn 1\/6 so v\u1edbi chi ph\u00ed \u0111\u1ec3 thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi. Kh\u00e1ch h\u00e0ng c\u0169 kh\u00f4ng ch\u1ec9 mang l\u1ea1i doanh thu \u1ed5n \u0111\u1ecbnh h\u01a1n m\u00e0 c\u00f2n gi\u00fap t\u0103ng kh\u1ea3 n\u0103ng ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng m\u1edbi th\u00f4ng qua marketing truy\u1ec1n mi\u1ec7ng. B\u00e0i vi\u1ebft n\u00e0y s\u1ebd chia s\u1ebb m\u1ed9t s\u1ed1 c\u00e1ch ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169 hi\u1ec7u qu\u1ea3, c\u00f3 th\u1ec3 h\u1eefu \u00edch v\u1edbi b\u1ea1n.<\/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\/51775"}],"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=51775"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/51775\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=51775"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=51775"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=51775"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}