{"id":51875,"date":"2023-12-20T01:39:38","date_gmt":"2023-12-19T18:39:38","guid":{"rendered":"https:\/\/masterskills.org\/blog\/customer-centricity-la-gi-tai-sao-doanh-nghiep-nen-lay-khach-hang-lam-trung-tam.html"},"modified":"2023-12-20T01:39:38","modified_gmt":"2023-12-19T18:39:38","slug":"customer-centricity-la-gi-tai-sao-doanh-nghiep-nen-lay-khach-hang-lam-trung-tam","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/customer-centricity-la-gi-tai-sao-doanh-nghiep-nen-lay-khach-hang-lam-trung-tam.html","title":{"rendered":"Customer Centricity l\u00e0 g\u00ec? T\u1ea1i sao doanh nghi\u1ec7p n\u00ean l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m"},"content":{"rendered":"
\n

Kh\u00e1ch h\u00e0ng lu\u00f4n l\u00e0 trung t\u00e2m c\u1ee7a m\u1ecdi ho\u1ea1t \u0111\u1ed9ng kinh doanh d\u00f9 l\u00e0 \u1edf b\u1ea5t c\u1ee9 l\u0129nh v\u1ef1c n\u00e0o. Ch\u00ednh \u0111i\u1ec1u n\u00e0y \u0111\u00e3 h\u00ecnh th\u00e0nh n\u00ean kh\u00e1i ni\u1ec7m v\u00e0 chi\u1ebfn l\u01b0\u1ee3c c\u1ee7a vi\u1ec7c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0 trung t\u00e2m. V\u1eady, Customer Centricity l\u00e0 g\u00ec? T\u1ea1i sao doanh nghi\u1ec7p n\u00ean l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. M\u1ed9t s\u1ed1 gi\u1ea3i ph\u00e1p hi\u1ec7u qu\u1ea3 gi\u00fap \u0111\u1ea1t \u0111\u01b0\u1ee3c s\u1ef1 t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng. C\u00f9ng t\u00ecm hi\u1ec3u b\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y nh\u00e9.<\/strong><\/p>\n

Customer Centricity l\u00e0 g\u00ec?<\/b><\/h2>\n

Customer Centricity (ngh\u0129a l\u00e0 l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m) l\u00e0 m\u1ed9t trong nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c kinh doanh kh\u00e1 hi\u1ec7u qu\u1ea3. Khi t\u1ea5t c\u1ea3 m\u1ecdi ho\u1ea1t \u0111\u1ed9ng, \u00fd t\u01b0\u1edfng kinh doanh m\u1edbi, nh\u1eefng d\u1ef1 \u0111o\u00e1n trong t\u01b0\u01a1ng lai \u0111\u1ec1u xoay quanh mong mu\u1ed1n v\u00e0 nhu c\u1ea7u th\u1ef1c t\u1ebf c\u1ee7a kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n

\"Customer<\/p>\n

Customer Centricity l\u00e0 g\u00ec?<\/p>\n<\/div>\n

L\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m<\/span> c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c xem nh\u01b0 m\u1ed9t v\u0103n h\u00f3a trong kinh doanh. Theo \u0111\u00f3, c\u00e1c doanh nghi\u1ec7p lu\u00f4n h\u01b0\u1edbng theo m\u1ed9t tri\u1ebft l\u00fd l\u00e0 lu\u00f4n tin r\u1eb1ng kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 nh\u00e2n t\u1ed1 c\u1ed1t l\u00f5i \u2013 l\u00fd do khi\u1ebfn h\u1ecd t\u1ed3n t\u1ea1i v\u00e0 ph\u00e1t tri\u1ec3n. N\u00f3 \u0111\u00f2i h\u1ecfi nhi\u1ec1u h\u01a1n l\u00e0 vi\u1ec7c b\u1ea1n ph\u1ea3i th\u1ef1c s\u1ef1 hi\u1ec3u kh\u00e1ch h\u00e0ng ch\u1ee9 kh\u00f4ng ph\u1ea3i l\u00e0 vi\u1ec7c b\u1ea1n ch\u1ec9 xem kh\u00e1ch h\u00e0ng l\u00e0 s\u1ef1 \u01b0u ti\u00ean. Do \u0111\u00f3, t\u1ed1t h\u01a1n h\u1ebft n\u1ebfu b\u1ea1n c\u00f3 th\u1ec3 t\u1ea1o ra c\u00e0ng nhi\u1ec1u tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c, x\u00e2y d\u1ef1ng v\u00e0 duy tr\u00ec m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i, \u0111\u1eb7c bi\u1ec7t c\u00f3 th\u1ec3 t\u1ea1o ra h\u1ec7 sinh th\u00e1i tr\u1ea3i nghi\u1ec7m kh\u00e9p k\u00edn trong doanh nghi\u1ec7p.<\/span><\/p>\n

T\u1ea1i sao doanh nghi\u1ec7p n\u00ean l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m?<\/b><\/h2>\n

C\u00f3 r\u1ea5t nhi\u1ec1u l\u00fd do v\u00ec sao doanh nghi\u1ec7p n\u00ean l\u1ef1a ch\u1ecdn ph\u01b0\u01a1ng ph\u00e1p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u0111\u00e3 \u0111\u01b0\u1ee3c li\u1ec7t k\u00ea c\u1ee5 th\u1ec3 d\u01b0\u1edbi \u0111\u00e2y:\u00a0<\/span><\/p>\n

T\u1ed1i \u01b0u h\u00f3a s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5<\/b><\/h3>\n

Kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 l\u00fd do c\u1ed1t l\u00f5i \u0111\u1ec3 c\u00e1c doanh nghi\u1ec7p duy tr\u00ec v\u00f2ng \u0111\u1eddi s\u1ea3n ph\u1ea9m, ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m m\u1edbi hay th\u1eadm ch\u00ed l\u00e0 ng\u1eebng kinh doanh s\u1ea3n ph\u1ea9m,\u2026 Nh\u01b0 v\u1eady, khi <\/span>chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m<\/span> \u0111\u01b0\u1ee3c \u00e1p d\u1ee5ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n nh\u1eefng cu\u1ed9c kh\u1ea3o s\u00e1t, ph\u1ecfng v\u1ea5n kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh \u0111\u1ec3 c\u1ea3i thi\u1ec7n v\u00e0 t\u1ed1i \u01b0u h\u00f3a ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5\/ s\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c t\u1ed1t h\u01a1n, h\u1ea1n ch\u1ebf c\u00e1c r\u1ee7i ro kh\u00e1c v\u1ec1 s\u1ea3n ph\u1ea9m c\u00f3 th\u1ec3 x\u1ea3y ra.\u00a0<\/span><\/p>\n

N\u00e2ng cao tr\u1ea3i nghi\u1ec7m, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng\u00a0<\/b><\/h3>\n

V\u1edbi d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng bao g\u1ed3m c\u00e1c ho\u1ea1t \u0111\u1ed9ng h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng khi h\u1ecd c\u1ea7n v\u00e0 ho\u1ea1t \u0111\u1ed9ng n\u00e0y v\u1eabn c\u00f2n kh\u00e1 h\u1ea1n ch\u1ebf do ph\u1ea3i b\u1eaft ngu\u1ed3n t\u1eeb s\u1ef1 ch\u1ee7 \u0111\u1ed9ng c\u1ee7a kh\u00e1ch h\u00e0ng. V\u00ec v\u1eady, khi s\u1eed d\u1ee5ng k\u1ebft h\u1ee3p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u1edbi ph\u01b0\u01a1ng ph\u00e1p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m s\u1ebd \u0111\u01b0\u1ee3c n\u00e2ng c\u1ea5p l\u00ean m\u1ed9t t\u1ea7m cao m\u1edbi h\u01a1n. B\u1eb1ng c\u00e1ch t\u1ea1o ra con \u0111\u01b0\u1eddng t\u01b0\u01a1ng t\u00e1c v\u00e0 trao \u0111\u1ed5i \u00fd ki\u1ebfn gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 doanh nghi\u1ec7p nh\u1eb1m m\u1ee5c \u0111\u00edch c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5\/ s\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c t\u1ed1t h\u01a1n ho\u1eb7c nh\u1eefng ph\u1ea3n h\u1ed3i li\u00ean quan kh\u00e1c \u0111\u1ebfn quy\u1ec1n l\u1ee3i ri\u00eang c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

T\u0103ng kh\u1ea3 n\u0103ng gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng v\u00e0 t\u1ea1o t\u1ec7p kh\u00e1ch h\u00e0ng trung th\u00e0nh<\/b><\/h3>\n

T\u1ef7 l\u1ec7 r\u1eddi b\u1ecf doanh nghi\u1ec7p c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t trong nh\u1eefng n\u1ed7i lo h\u00e0ng \u0111\u1ea7u m\u00e0 h\u1ecd lu\u00f4n quan t\u00e2m t\u1edbi. Do \u0111\u00f3, khi s\u1eed d\u1ee5ng ph\u01b0\u01a1ng ph\u00e1p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m, doanh nghi\u1ec7p c\u00f3 th\u1ec3 v\u1eeba n\u00e2ng cao tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, v\u1eeba x\u00e2y d\u1ef1ng c\u1ed9ng \u0111\u1ed3ng kh\u00e1ch h\u00e0ng trung th\u00e0nh th\u00f4ng qua nh\u1eefng t\u01b0\u01a1ng t\u00e1c v\u00e0 trao \u0111\u1ed5i thay v\u00ec c\u1ee9 li\u00ean t\u1ee5c b\u1ecf c\u00f4ng s\u1ee9c, t\u00e0i nguy\u00ean c\u1ee7a doanh nghi\u1ec7p ra \u0111\u1ec3 t\u00ecm ki\u1ebfm nh\u1eefng \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng m\u1edbi nh\u01b0ng kh\u00f4ng mang l\u1ea1i hi\u1ec7u qu\u1ea3 n\u00e0o c\u1ea3.<\/span><\/p>\n

Ngo\u00e0i ra, khi \u00e1p d\u1ee5ng chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m, doanh nghi\u1ec7p c\u0169ng c\u00f3 th\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c nh\u1eefng ch\u1ec9 s\u1ed1 v\u1ec1: t\u0103ng kh\u1ea3 n\u0103ng gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, t\u0103ng t\u1ec9 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i \u0111\u01a1n h\u00e0ng,\u2026<\/span><\/p>\n

\"T\u1ea1i<\/p>\n

T\u1ea1i sao doanh nghi\u1ec7p n\u00ean l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m?<\/p>\n<\/div>\n

C\u1ea3i thi\u1ec7n doanh thu<\/b><\/h3>\n

Khi \u00e1p d\u1ee5ng chi\u1ebfn l\u01b0\u1ee3c Customer Centricity, doanh nghi\u1ec7p c\u00f3 th\u1ec3 thi\u1ebft k\u1ebf s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 d\u1ef1a tr\u00ean nhu c\u1ea7u c\u1ea7n thi\u1ebft m\u1edbi c\u1ee7a kh\u00e1ch h\u00e0ng. B\u1ea1n c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng t\u01b0 v\u1ea5n, thuy\u1ebft ph\u1ee5c kh\u00e1ch h\u00e0ng mua s\u1eafm \u0111\u1ec3 t\u1eeb \u0111\u00f3 doanh thu s\u1ebd \u0111\u01b0\u1ee3c c\u1ea3i thi\u1ec7n c\u0169ng nh\u01b0 m\u1edf r\u1ed9ng quy m\u00f4, duy tr\u00ec v\u00e0 ph\u00e1t tri\u1ec3n doanh nghi\u1ec7p.\u00a0<\/span><\/p>\n

S\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa l\u1ea5y doanh s\u1ed1 l\u00e0m trung t\u00e2m v\u00e0 l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m<\/b><\/h2>\n

Hi\u1ec3u r\u00f5 \u0111\u01b0\u1ee3c s\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa vi\u1ec7c l\u1ea5y doanh s\u1ed1 l\u00e0m trung t\u00e2m sang l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m, b\u1ea1n s\u1ebd l\u1ef1a ch\u1ecdn \u0111\u01b0\u1ee3c chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp c\u1eadn t\u1ed1t h\u01a1n khi x\u00e9t tr\u00ean nhi\u1ec1u ph\u01b0\u01a1ng di\u1ec7n \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o to\u00e0n b\u1ed9 l\u1ee3i \u00edch c\u1ee7a doanh nghi\u1ec7p. D\u01b0\u1edbi \u0111\u00e2y ch\u00ednh l\u00e0 m\u1ed9t s\u1ed1 kh\u00e1c bi\u1ec7t c\u01a1 b\u1ea3n c\u1ee7a 2 chi\u1ebfn l\u01b0\u1ee3c kinh doanh n\u00e0y:<\/span><\/p>\n

V\u1edbi chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y doanh s\u1ed1 hay s\u1ea3n ph\u1ea9m l\u00e0m trung t\u00e2m, b\u1ea1n c\u00f3 th\u1ec3 k\u1ef3 v\u1ecdng v\u00e0 x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau r\u00f5 r\u00e0ng th\u00f4ng qua nh\u1eefng con s\u1ed1 c\u1ee5 th\u1ec3 nh\u01b0 b\u00e1n ra \u0111\u01b0\u1ee3c bao nhi\u00eau s\u1ea3n ph\u1ea9m trong 1 kho\u1ea3ng th\u1eddi gian, t\u0103ng tr\u01b0\u1edfng doanh thu l\u00e0 bao nhi\u00eau % theo tu\u1ea7n\/th\u00e1ng\/qu\u00fd,\u2026 Th\u00f4ng th\u01b0\u1eddng, chi\u1ebfn l\u01b0\u1ee3c n\u00e0y c\u0169ng ch\u1ec9 tu\u00e2n theo 1 chi\u1ec1u h\u01b0\u1edbng nh\u1ea5t \u0111\u1ecbnh \u0111\u00f3 ch\u00ednh l\u00e0 t\u0103ng tr\u01b0\u1edfng doanh thu.\u00a0<\/span><\/p>\n

C\u00f2n \u0111\u1ed1i v\u1edbi chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m, b\u1ea1n s\u1ebd r\u1ea5t kh\u00f3 kh\u0103n trong vi\u1ec7c x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau c\u1ee5 th\u1ec3, b\u1edfi b\u1ea1n s\u1ebd kh\u00f4ng th\u1ec3 n\u00e0o hi\u1ec3u r\u00f5 \u0111\u01b0\u1ee3c ho\u00e0n to\u00e0n nh\u1eefng suy ngh\u0129, t\u00e2m t\u01b0 v\u00e0 nguy\u1ec7n v\u1ecdng c\u1ee7a m\u1ed7i kh\u00e1ch h\u00e0ng. H\u01a1n th\u1ebf n\u1eefa, \u0111i\u1ec1u n\u00e0y s\u1ebd c\u00e0ng tr\u1edf n\u00ean kh\u00f3 kh\u0103n h\u01a1n khi m\u1ed7i c\u00e1 th\u1ec3 \u0111\u1ec1u c\u00f3 v\u00f4 v\u00e0n nh\u1eefng nhu c\u1ea7u kh\u00e1c nhau m\u00e0 b\u1ea1n c\u1ea7n ph\u1ea3i \u0111\u00e1p \u1ee9ng. V\u00ec th\u1ebf, b\u1ea1n s\u1ebd ph\u1ea3i m\u1ea5t m\u1ed9t kho\u1ea3ng th\u1eddi gian kh\u00e1 l\u1edbn \u0111\u1ec3 t\u00ecm hi\u1ec3u v\u00e0 nghi\u00ean c\u1ee9u kh\u00e1ch h\u00e0ng, sau \u0111\u00f3 l\u00e0 ph\u00e2n t\u00edch v\u00e0 ngh\u0129 chi\u1ebfn l\u01b0\u1ee3c cho t\u1eebng nh\u00f3m hay t\u1eebng ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng ho\u1eb7c ch\u1ec9 t\u1eadp trung v\u00e0o m\u1ed9t nh\u00f3m kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng c\u1ee5 th\u1ec3.<\/span><\/p>\n

\"S\u1ef1<\/p>\n

S\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa l\u1ea5y doanh s\u1ed1 l\u00e0m trung t\u00e2m sang l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m<\/p>\n<\/div>\n

T\u1eeb bi\u1ec3u \u0111\u1ed3 tr\u00ean, b\u1ea1n c\u00f3 th\u1ec3 th\u1ea5y \u0111\u01b0\u1ee3c r\u1eb1ng 2 chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y doanh s\u1ed1 l\u00e0m trung t\u00e2m v\u00e0 l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m kh\u00f4ng h\u1ec1 c\u00f3 s\u1ef1 m\u00e2u thu\u1eabn hay t\u00e1c \u0111\u1ed9ng l\u1eabn nhau. Do \u0111\u00f3, b\u1ea1n v\u1eabn c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng 1 trong 2 chi\u1ebfn l\u01b0\u1ee3c n\u00e0y \u0111\u1ec1u \u0111\u01b0\u1ee3c. Tuy nhi\u00ean, b\u1ea1n c\u00f3 th\u1ef1c s\u1ef1 mu\u1ed1n doanh nghi\u1ec7p c\u1ee7a m\u00ecnh ch\u1ec9 b\u00e1n s\u1ea3n ph\u1ea9m m\u00e0 kh\u00f4ng quan t\u00e2m \u0111\u1ebfn c\u1ea3m nh\u1eadn v\u00e0 mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng hay kh\u00f4ng? Li\u1ec7u \u0111i\u1ec1u \u0111\u00f3 c\u00f3 gi\u00fap doanh nghi\u1ec7p b\u1ea1n ph\u00e1t tri\u1ec3n theo h\u01b0\u1edbng ph\u00e1t tri\u1ec3n l\u00e2u d\u00e0i?<\/span><\/p>\n

D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 l\u00fd do li\u00ean quan \u0111\u1ebfn kh\u00e1ch h\u00e0ng gi\u00fap b\u1ea1n c\u00e2n nh\u1eafc c\u00f3 n\u00ean \u00e1p d\u1ee5ng chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m:\u00a0<\/span><\/p>\n

    \n
  • Kh\u00e1ch h\u00e0ng trung th\u00e0nh c\u1ee7a b\u1ea1n c\u00f3 gi\u00e1 tr\u1ecb h\u01a1n g\u1ea5p 10 l\u1ea7n so v\u1edbi khi h\u1ecd mua h\u00e0ng c\u1ee7a doanh nghi\u1ec7p v\u00e0o l\u1ea7n \u0111\u1ea7u ti\u00ean.<\/span><\/li>\n
  • 3 trong s\u1ed1 5 ng\u01b0\u1eddi s\u1ebd ch\u1ea5p nh\u1eadn tr\u1ea3i nghi\u1ec7m th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n khi h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t.<\/span><\/li>\n
  • B\u1ea1n s\u1ebd chi m\u1ed9t kho\u1ea3n g\u1ea5p 6 \u2013 7 l\u1ea7n \u0111\u1ec3 thu h\u00fat m\u1ed9t \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng m\u1edbi thay v\u00ec gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i.\u00a0<\/span><\/li>\n
  • 62% kh\u00e1ch h\u00e0ng tr\u00ean to\u00e0n c\u1ea7u \u0111\u00e3 r\u1eddi b\u1ecf th\u01b0\u01a1ng hi\u1ec7u ch\u1ec9 v\u00ec tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng k\u00e9m.<\/span><\/li>\n
  • Cu\u1ed1i c\u00f9ng, l\u1ee3i nhu\u1eadn thu v\u1ec1 khi b\u00e1n h\u00e0ng cho kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i hay kh\u00e1ch h\u00e0ng trung th\u00e0nh cao g\u1ea5p 14 l\u1ea7n so v\u1edbi b\u00e1n cho m\u1ed9t \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng m\u1edbi.<\/span><\/li>\n<\/ul>\n

    M\u1ed9t s\u1ed1 gi\u1ea3i ph\u00e1p hi\u1ec7u qu\u1ea3 gi\u00fap \u0111\u1ea1t \u0111\u01b0\u1ee3c s\u1ef1 t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng\u00a0<\/b><\/h2>\n

    \u0110\u1ec3 chuy\u1ec3n \u0111\u1ed5i chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m th\u1eadt s\u1ef1 kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t chuy\u1ec7n d\u1ec5 d\u00e0ng. V\u00ec v\u1eady, b\u1ea1n c\u00f3 th\u1ec3 tham kh\u1ea3o m\u1ed9t s\u1ed1 gi\u1ea3i ph\u00e1p d\u01b0\u1edbi \u0111\u00e2y \u0111\u1ec3 c\u1ea3i thi\u1ec7n ch\u00fang:<\/span><\/p>\n

    L\u1eafng nghe v\u00e0 ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n\u00a0<\/b><\/h3>\n

    Tr\u01b0\u1edbc h\u1ebft, \u0111\u1ec3 th\u1ef1c hi\u1ec7n th\u00e0nh c\u00f4ng ph\u01b0\u01a1ng ph\u00e1p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m, b\u1ea1n c\u1ea7n ph\u1ea3i l\u1eafng nghe kh\u00e1ch h\u00e0ng tr\u01b0\u1edbc \u0111\u00e3. H\u00e3y th\u1eadt t\u1eadp trung v\u00e0 \u0111\u1eb7t m\u00ecnh v\u00e0o v\u1ecb tr\u00ed c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 th\u1ea5u hi\u1ec3u nh\u1eefng suy ngh\u0129 c\u1ee7a h\u1ecd. V\u00ec, khi b\u1ea1n \u0111\u00e3 th\u1ef1c hi\u1ec3u nh\u1eefng \u0111\u1ec1 xu\u1ea5t, chia s\u1ebb c\u1ee7a h\u1ecd th\u00ec b\u1ea1n m\u1edbi c\u00f3 th\u1ec3 ph\u1ea3n h\u1ed3i n\u00f3 m\u1ed9t c\u00e1ch c\u00f3 hi\u1ec7u qu\u1ea3 \u0111\u01b0\u1ee3c.\u00a0<\/span><\/p>\n

    M\u1ed9t l\u01b0u \u00fd kh\u00e1c r\u1eb1ng b\u1ea1n ph\u1ea3i th\u1ef1c s\u1ef1 c\u00e2n nh\u1eafc k\u1ef9 l\u01b0\u1ee1ng tr\u01b0\u1edbc nh\u1eefng ph\u1ea3n h\u1ed3i d\u00e0nh cho kh\u00e1ch h\u00e0ng, n\u1ebfu kh\u00f4ng s\u1ebd g\u00e2y ph\u1ea3n t\u00e1c d\u1ee5ng v\u00e0 \u0111i\u1ec1u \u0111\u00f3 s\u1ebd \u1ea3nh h\u01b0\u1edfng r\u1ea5t l\u1edbn \u0111\u1ebfn ni\u1ec1m tin m\u00e0 kh\u00e1ch h\u00e0ng d\u00e0nh cho doanh nghi\u1ec7p.<\/span><\/p>\n

    L\u1eadp s\u01a1 \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng\u00a0<\/b><\/h3>\n

    Khi chuy\u1ec3n sang \u00e1p d\u1ee5ng chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m, b\u1ea1n s\u1ebd ph\u1ea3i \u0111\u1eb7t m\u00ecnh v\u00e0o t\u00ecnh hu\u1ed1ng c\u1ee7a h\u1ecd v\u00e0 \u0111i\u1ec1u n\u00e0y s\u1ebd th\u1ef1c s\u1ef1 r\u1ea5t kh\u00f3 kh\u0103n n\u1ebfu b\u1ea1n kh\u00f4ng hi\u1ec3u r\u00f5 v\u1ec1 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng. Do \u0111\u00f3, th\u1eadt c\u1ea7n thi\u1ebft \u0111\u1ec3 b\u1ea1n l\u1eadp s\u01a1 \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng v\u00e0 tr\u1ea3i nghi\u1ec7m s\u1ea3n ph\u1ea9m c\u1ee7a m\u00ecnh v\u1edbi t\u01b0 c\u00e1ch l\u00e0 m\u1ed9t \u201ckh\u00e1ch h\u00e0ng\u201d. B\u1ea1n s\u1ebd c\u00f3 th\u1ec3 ph\u00e1t hi\u1ec7n ra nh\u1eefng sai s\u00f3t ho\u1ea1t chi ti\u1ebft l\u1ed7i trong s\u1ea3n ph\u1ea9m c\u1ed9ng v\u1edbi nh\u1eefng nh\u1eadn x\u00e9t kh\u00e1ch quan t\u1eeb ph\u00eda kh\u00e1ch h\u00e0ng kh\u00e1c \u0111\u1ec3 t\u1eeb \u0111\u00f3 c\u1ea3i ti\u1ebfn, thay \u0111\u1ed5i v\u00e0 ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c ho\u00e0n thi\u1ec7n v\u00e0 t\u1ed1t h\u01a1n.<\/span><\/p>\n

    H\u00e3y cho kh\u00e1ch h\u00e0ng th\u1ea5y h\u1ecd l\u00e0 m\u1ed9t ph\u1ea7n c\u1ee7a gi\u1ea3i ph\u00e1p<\/b><\/h3>\n

    Tr\u00ean th\u1ef1c t\u1ebf, c\u00f3 r\u1ea5t nhi\u1ec1u doanh nghi\u1ec7p t\u1ea1o ra c\u00e1c b\u1ea3ng kh\u1ea3o s\u00e1t ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 v\u00e0 kh\u00e1ch h\u00e0ng r\u1ea5t vui l\u00f2ng \u0111i\u1ec1n form \u0111\u00e1nh gi\u00e1. Nh\u01b0ng h\u1ea7u h\u1ebft h\u1ecd v\u1eabn kh\u00f4ng th\u1ea5y b\u1ea5t k\u00ec ph\u1ea3n h\u1ed3i hay s\u1ef1 thay \u0111\u1ed5i g\u00ec t\u1eeb ph\u00eda doanh nghi\u1ec7p. \u0110i\u1ec1u \u0111\u00f3 s\u1ebd d\u1ea7n d\u1ea7n thay \u0111\u1ed5i quan ni\u1ec7m, t\u00e2m l\u00fd trong kh\u00e1ch h\u00e0ng. V\u00ec v\u1eady, b\u1ea1n h\u00e3y \u0111\u1ec3 t\u00e2m \u0111\u1ebfn nh\u1eefng g\u00f3p \u00fd c\u1ee7a h\u1ecd, h\u00e3y cho h\u1ecd th\u1ea5y h\u1ecd ch\u00ednh l\u00e0 m\u1ed9t ph\u1ea7n r\u1ea5t quan tr\u1ecdng c\u1ee7a gi\u1ea3i ph\u00e1p.<\/span><\/p>\n

    C\u01a1 c\u1ea5u, \u0111\u00e0o t\u1ea1o nh\u00e2n s\u1ef1\u00a0<\/b><\/h3>\n

    \u0110\u1ec3 th\u1ef1c hi\u1ec7n t\u1ed1t chi\u1ebfn l\u01b0\u1ee3c n\u00e0y, b\u1ea1n c\u1ea7n ph\u1ea3i thay \u0111\u1ed5i tri\u1ebft l\u00fd trong kinh doanh. Do \u0111\u00f3, b\u1ea1n s\u1ebd c\u1ea7n r\u1ea5t nhi\u1ec1u th\u1eddi gian \u0111\u1ec3 x\u00e2y d\u1ef1ng <\/span>v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m<\/span> trong doanh nghi\u1ec7p, \u0111\u00e0o t\u1ea1o v\u00e0 \u0111\u1ecbnh h\u01b0\u1edbng nh\u00e2n vi\u00ean theo m\u00f4 h\u00ecnh ph\u00e1t tri\u1ec3n l\u00e2u d\u00e0i.<\/span><\/p>\n

    T\u00f3m l\u1ea1i, Customer Centricity s\u1ebd l\u00e0 m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c m\u00e0 c\u00e1c doanh nghi\u1ec7p s\u1ebd h\u01b0\u1edbng t\u1edbi trong t\u01b0\u01a1ng lai v\u00ec m\u1ee5c ti\u00eau ph\u00e1t tri\u1ec3n l\u00e2u d\u00e0i v\u00e0 b\u1ec1n v\u1eefng \u2013 \u0111\u1eb7t kh\u00e1ch h\u00e0ng l\u00e0 nh\u00e2n t\u1ed1 c\u1ed1t l\u00f5i c\u1ee7a m\u1ecdi ho\u1ea1t \u0111\u1ed9ng kinh doanh. Hy v\u1ecdng b\u00e0i vi\u1ebft s\u1ebd gi\u00fap \u00edch \u0111\u01b0\u1ee3c cho b\u1ea1n.<\/span><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

    Kh\u00e1ch h\u00e0ng lu\u00f4n l\u00e0 trung t\u00e2m c\u1ee7a m\u1ecdi ho\u1ea1t \u0111\u1ed9ng kinh doanh d\u00f9 l\u00e0 \u1edf b\u1ea5t c\u1ee9 l\u0129nh v\u1ef1c n\u00e0o. Ch\u00ednh \u0111i\u1ec1u n\u00e0y \u0111\u00e3 h\u00ecnh th\u00e0nh n\u00ean kh\u00e1i ni\u1ec7m v\u00e0 chi\u1ebfn l\u01b0\u1ee3c c\u1ee7a vi\u1ec7c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0 trung t\u00e2m. V\u1eady, Customer Centricity l\u00e0 g\u00ec? T\u1ea1i sao doanh nghi\u1ec7p n\u00ean l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. M\u1ed9t s\u1ed1 gi\u1ea3i ph\u00e1p hi\u1ec7u qu\u1ea3 gi\u00fap \u0111\u1ea1t \u0111\u01b0\u1ee3c s\u1ef1 t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng. C\u00f9ng t\u00ecm hi\u1ec3u b\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y nh\u00e9.<\/strong><\/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\/51875"}],"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=51875"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/51875\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=51875"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=51875"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=51875"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}