{"id":52084,"date":"2023-12-20T02:14:09","date_gmt":"2023-12-19T19:14:09","guid":{"rendered":"https:\/\/masterskills.org\/blog\/dich-vu-khach-hang-va-trai-nghiem-khach-hang-giong-va-khac-nhau-nhu-the-nao.html"},"modified":"2023-12-20T02:14:09","modified_gmt":"2023-12-19T19:14:09","slug":"dich-vu-khach-hang-va-trai-nghiem-khach-hang-giong-va-khac-nhau-nhu-the-nao","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/dich-vu-khach-hang-va-trai-nghiem-khach-hang-giong-va-khac-nhau-nhu-the-nao.html","title":{"rendered":"D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng gi\u1ed1ng v\u00e0 kh\u00e1c nhau nh\u01b0 th\u1ebf n\u00e0o?"},"content":{"rendered":"
L\u00e0 m\u1ed9t th\u1ea5t b\u1ea1i, sai l\u1ea7m nghi\u00eam tr\u1ecdng n\u1ebfu c\u00e1c doanh nghi\u1ec7p kh\u00f4ng ph\u00e2n bi\u1ec7t \u0111\u01b0\u1ee3c hai thu\u1eadt ng\u1eef \u201c D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u2013 Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\u201d. Kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 nh\u1ea7m nh\u01b0ng c\u00e1c doanh nghi\u1ec7p kh\u00f4ng th\u1ec3 nh\u1ea7m. V\u1eady d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng gi\u1ed1ng v\u00e0 kh\u00e1c nhau nh\u01b0 th\u1ebf n\u00e0o? C\u00f9ng t\u00ecm hi\u1ec3u nh\u00e9!<\/span><\/strong><\/p>\n

\"D\u1ecbch<\/p>\n

D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/span><\/strong><\/h2>\n

Vi\u1ec7c c\u00e1c doanh nghi\u1ec7p hi\u1ec3u \u0111\u00fang v\u00e0 \u0111\u1ee7 s\u1ebd v\u1ec1 kh\u00e1i ni\u1ec7m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng s\u1ebd gi\u00fap cho doanh nghi\u1ec7p c\u1ee7a b\u1ea1n l\u00ean k\u1ebf ho\u1ea1ch ph\u00e1t tri\u1ec3n, x\u00e2y d\u1ef1ng \u0111\u1ed9i ng\u0169, ho\u00e0n thi\u1ec7n, th\u1ed1ng nh\u1ea5t quy tr\u00ecnh \u0111\u1ec3 mang t\u1edbi m\u1ed9t d\u1ecbch v\u1ee5 t\u1ed1t trong \u0111\u00f3 l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m tr\u1ecdng t\u00e2m.<\/span><\/p>\n

Kh\u00e1i ni\u1ec7m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng:<\/span><\/strong><\/h3>\n
    \n
  • D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng hay c\u00f2n g\u1ecdi l\u00e0 d\u1ecbch v\u1ee5 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng v\u00e0 l\u00e0 d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng tr\u01b0\u1edbc v\u00e0 sau khi h\u1ecd mua h\u00e0ng.<\/span><\/li>\n
  • D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u0169ng c\u00f3 th\u1ec3 hi\u1ec3u l\u00e0 c\u00e1c d\u1ecbch v\u1ee5 k\u00e8m theo \u0111\u1ec3 ho\u00e0n th\u00e0nh qu\u00e1 tr\u00ecnh giao d\u1ecbch Marketing. \u0110i\u1ec1u n\u00e0y \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o nhu c\u1ea7u, mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng.<\/span><\/li>\n<\/ul>\n

    \"D\u1ecbch<\/p>\n

    T\u1ea7m quan tr\u1ecdng kh\u00f4ng th\u1ec3 ph\u1ee7 nh\u1eadn c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/span><\/strong><\/h2>\n

    D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng s\u1ebd \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n nh\u1eefng vai tr\u00f2 kh\u00e1c nhau t\u00f9y v\u00e0o t\u1ea7m \u1ea3nh h\u01b0\u1edfng c\u0169ng nh\u01b0 m\u1ee9c \u0111\u1ed9 ph\u00e1t tri\u1ec3n kh\u00e1c nhau c\u1ee7a doanh nghi\u1ec7p.<\/span><\/p>\n

    3 t\u1ed1t v\u00e0 d\u1ec5 nh\u1eadn bi\u1ebft nh\u1ea5t m\u00e0 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t mang l\u1ea1i l\u00e0:<\/span><\/p>\n

      \n
    • L\u00e0 c\u00e1ch gi\u00fap tri\u1ec3n khai Marketing hi\u1ec7u qu\u1ea3<\/span><\/li>\n
    • T\u1ea1o s\u1ef1 c\u1ea1nh tranh so v\u1edbi c\u00e1c \u0111\u1ed1i th\u1ee7 kh\u00e1c m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3<\/span><\/li>\n
    • Gia t\u0103ng l\u1ee3i nhu\u1eadn, doanh s\u1ed1 b\u00e1n h\u00e0ng cho doanh nghi\u1ec7p<\/span><\/li>\n<\/ul>\n

      6 c\u1ea5p \u0111\u1ed9 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng b\u1ea1n n\u00ean bi\u1ebft<\/span><\/h2>\n

      \u0110\u1ec3 t\u1ea1o ra gi\u00e1 tr\u1ecb cho kh\u00e1ch h\u00e0ng, l\u1ee3i \u00edch cho ch\u00ednh b\u1ea1n ph\u1ee5 thu\u1ed9c v\u00e0o h\u00e0nh \u0111\u1ed9ng ch\u1eafc s\u00f3c, cung c\u1ea5p tr\u1ea3i nghi\u1ec7m \u0111\u00fang l\u00fac, \u0111\u00fang ch\u1ed7. \u0110\u00e2y l\u00e0 m\u1ed9t trong nh\u1eefng n\u1ed9i dung \u0111\u01b0\u1ee3c Gi\u00e1o s\u01b0 Ron Kaufman truy\u1ec1n t\u1ea3i trong cu\u1ed1n s\u00e1ch N\u00e2ng t\u1ea7m d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh<\/span><\/p>\n

      Theo m\u00f4 h\u00ecnh Ron Kaufman th\u00ec c\u00f3 6 c\u1ea5p \u0111\u1ed9 \u0111\u00e1nh gi\u00e1 d\u1ecbch v\u1ee5 c\u1ee7a kh\u00e1ch h\u00e0ng nh\u01b0 sau:<\/span><\/p>\n

      C\u1ea5p \u0111\u1ed9 1: T\u1ed3i t\u1ec7<\/span><\/strong><\/p>\n

      L\u00e0 nh\u1eefng d\u1ecbch v\u1ee5 b\u1ecb kh\u00f4ng \u0111\u00e1p \u1ee9ng nh\u1eefng k\u1ef3 v\u1ecdng nh\u1ecf nh\u1ea5t c\u1ee7a kh\u00e1ch h\u00e0ng, ph\u00e1 v\u1ee1 nh\u1eefng cam k\u1ebft d\u1ecbch v\u1ee5 tr\u01b0\u1edbc \u0111\u00f3.<\/span><\/p>\n

      Bi\u1ec3u hi\u1ec7n c\u1ee5 th\u1ec3 l\u00e0 h\u1ecd c\u00f3 th\u1ec3 t\u1ee9c gi\u1eadn \u0111\u1ebfn m\u1ee9c ph\u1ea3i g\u1ecdi \u0111i\u1ec7n cho b\u1ea1n \u0111\u1ec3 ph\u00e0n n\u00e0n v\u1ec1 \u0111i\u1ec1u \u0111\u00f3 v\u00e0 kh\u00e1ch h\u00e0ng kh\u00f4ng bao gi\u1edd mu\u1ed1n ch\u1ecdn c\u00f4ng ty c\u1ee7a b\u1ea1n \u0111\u1ec3 tr\u1ea3i nghi\u1ec7m tr\u1edf l\u1ea1i<\/span><\/p>\n

      C\u1ea5p \u0111\u1ed9 2: C\u01a1 b\u1ea3n<\/span><\/strong><\/p>\n

      L\u00e0 d\u1ecbch v\u1ee5 ch\u1ec9 ph\u1ee5c v\u1ee5 t\u1ed1i thi\u1ec3u nhu c\u1ea7u c\u1ee7a h\u00e0nh kh\u00e1ch. H\u1ecd c\u00f3 th\u1ec3 s\u1ebd kh\u00f4ng ph\u00e0n n\u00e0n v\u1edbi c\u00f4ng ty c\u1ee7a b\u1ea1n.<\/span><\/p>\n

      Tuy nhi\u00ean, h\u1ecd s\u1ebd lan truy\u1ec1n t\u1edbi b\u1ea1n b\u00e8 nh\u1eefng \u0111i\u1ec1u kh\u00f4ng h\u00e0i l\u00f2ng v\u00e0 kh\u00f4ng bao gi\u1edd mu\u1ed1n s\u1eed d\u1ee5ng l\u1ea1i d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n n\u1eefa.<\/span><\/p>\n

      C\u1ea5p \u0111\u1ed9 3. \u0110\u00fang nh\u01b0 mong \u0111\u1ee3i<\/span><\/strong><\/p>\n

      \u0110\u00e2y l\u00e0 lo\u1ea1i d\u1ecbch v\u1ee5 \u0111\u1ea1t \u1edf m\u1ee9c \u0111\u1ed9 trung b\u00ecnh, ch\u1ea5p nh\u1eadn \u0111\u01b0\u1ee3c. \u0110\u1ed3ng ngh\u0129a v\u1edbi n\u00f3 l\u00e0 kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 s\u1ebd quay l\u1ea1i v\u1edbi b\u1ea1n, nh\u01b0ng ch\u1ec9 khi h\u1ecd kh\u00f4ng c\u00f2n l\u1ef1a ch\u1ecdn n\u00e0o t\u1ed1t h\u01a1n.<\/span><\/p>\n

      C\u1ea5p \u0111\u1ed9 4. Theo mong mu\u1ed1n<\/span><\/strong><\/p>\n

      L\u00e0 d\u1ecbch v\u1ee5 b\u1ea1n l\u00e0m m\u1ecdi th\u1ee9 theo \u0111\u00fang c\u00e1ch m\u00e0 h\u1ecd y\u00eau th\u00edch.<\/span><\/p>\n

      \u1ede c\u1ea5p \u0111\u1ed9 n\u00e0y l\u00e0 nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng mong ch\u1edd v\u00e0 y\u00eau th\u00edch \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng v\u00e0 kh\u1ea3 n\u0103ng cao h\u1ecd s\u1ebd quay l\u1ea1i s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n .<\/span><\/p>\n

      \u0110\u00e2y l\u00e0 c\u1ea5p \u0111\u1ed9 t\u1ed1i thi\u1ec3u v\u00e0 \u0111\u01b0\u1ee3c coi l\u00e0 th\u00e0nh c\u00f4ng khi b\u1ea1n x\u00e2y d\u1ef1ng m\u1ed9t d\u1ecbch v\u1ee5<\/span><\/p>\n

      C\u1ea5p \u0111\u1ed9 5. \u0110\u00e1ng ng\u1ea1c nhi\u00ean.<\/span><\/strong><\/p>\n

      L\u00e0 kh\u00e1ch h\u00e0ng nh\u1eadn \u0111\u01b0\u1ee3c nhi\u1ec1u h\u01a1n nh\u1eefng g\u00ec h\u1ecd mong \u0111\u1ee3i, gi\u1ed1ng nh\u01b0 m\u1ed9t m\u00f3n qu\u00e0 b\u1ea5t ng\u1edd kh\u00f4ng b\u00e1o tr\u01b0\u1edbc v\u1eady. M\u1ed9t \u1ea5n t\u01b0\u1ee3ng t\u1ed1t \u0111\u1eb9p \u0111\u1ec3 l\u1ea1i trong kh\u00e1ch h\u00e0ng sau khi s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 v\u00e0 ch\u1eafc ch\u1eafn s\u1ebd quay l\u1ea1i s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n.<\/span><\/p>\n

      C\u1ea5p \u0111\u1ed9 6. T\u1ed1t kh\u00f4ng ng\u1edd t\u1edbi.<\/span><\/strong><\/p>\n

      L\u00e0 khi d\u1ecbch v\u1ee5 kha\u0301ch ha\u0300ng ca\u0309m th\u00e2\u0301y tuy\u00ea\u0323t v\u01a1\u0300i, v\u00f4 c\u00f9ng t\u1ed1t, t\u1ed1t \u0111\u1ebfn m\u1ee9c h\u1ecd kh\u00f4ng th\u1ec3 tin n\u1ed5i. M\u1ed9t s\u1ef1 h\u00e0i l\u00f2ng kh\u00f4ng th\u1ec3 t\u1ed1t h\u01a1n n\u1eefa, ho\u0323 se\u0303 kh\u00f4ng th\u00ea\u0309 qu\u00ean th\u01b0\u01a1ng hi\u00ea\u0323u c\u1ee7a b\u1ea1n v\u00e0 \u0111\u00f4\u0300ng th\u01a1\u0300i se\u0303 lan to\u1ea3 tra\u0309i nghi\u00ea\u0323m xu\u1ea5t s\u1eafc \u0111\u00ea\u0301n v\u01a1\u0301i nhi\u00ea\u0300u ng\u01b0\u01a1\u0300i.<\/span><\/p>\n

      \u0110\u00e2y \u0111\u01b0\u1ee3c coi l\u00e0 m\u1ed9t d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ho\u00e0n h\u1ea3o m\u00e0 b\u1ea5t k\u1ef3 m\u1ed9t doanh nghi\u1ec7p n\u00e0o c\u0169ng mong mu\u1ed1n mang l\u1ea1i cho nh\u1eefng \u0111\u1ed1i t\u00e1c, kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh.<\/span><\/p>\n

      \"6<\/p>\n

      L\u1ef0A CH\u1eccN TH\u00d4NG MINH<\/span>:<\/strong> T\u1ea1i sao b\u1ea1n n\u00ean ch\u1ecdn d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng k\u1ef9 thu\u1eadt s\u1ed1<\/span>?<\/em><\/p>\n

      Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/span><\/strong><\/h2>\n

      Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 c\u1ea3m x\u00fac c\u1ee7a ng\u01b0\u1eddi d\u00f9ng, l\u00e0 k\u1ebft qu\u1ea3 th\u1ef1c t\u1ebf m\u00e0 kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1 sau nhi\u1ec1u l\u1ea7n h\u1ecd ti\u1ebfp x\u00fac v\u1edbi th\u01b0\u01a1ng hi\u1ec7u qua c\u00e1c k\u00eanh website, m\u1ea1ng x\u00e3 h\u1ed9i, email,\u2026 hay telesales m\u00e0 c\u00e1c doanh nghi\u1ec7p mang l\u1ea1i.<\/span><\/p>\n

      Hay n\u00f3i c\u00e1ch kh\u00e1ch l\u00e0 t\u1ed5ng h\u1ee3p tr\u1ea3i nghi\u1ec7m c\u1ee7a ng\u01b0\u1eddi d\u00f9ng v\u1edbi m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u, s\u1ea3n ph\u1ea9m c\u1ee7a doanh nghi\u1ec7p.<\/span><\/p>\n

      H\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 t\u1ea5t c\u1ea3 c\u00e1c ho\u1ea1t \u0111\u1ed9ng m\u00e0 doanh nghi\u1ec7p c\u1ee7a b\u1ea1n t\u1ea1o ra nh\u1eb1m ti\u1ebfp c\u1eadn \u0111\u1ebfn h\u1ecd.<\/span><\/p>\n

      V\u00ed d\u1ee5:<\/strong> TVC, bao b\u00ec s\u1ea3n ph\u1ea9m, m\u1eabu m\u00e3, ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m, ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng,\u2026<\/span><\/p>\n

      \u0110i\u1ec1u n\u00e0y s\u1ebd gi\u00fap ch\u01b0\u01a1ng tr\u00ecnh qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng s\u1ebd c\u00f3 nh\u1eefng \u0111i\u1ec1u ch\u1ec9nh c\u00e1c y\u1ebfu t\u1ed1 ti\u00eau c\u1ef1c c\u1ee7a h\u1ecd \u0111\u1ec3 \u0111\u1ecbnh h\u01b0\u1edbng thay \u0111\u1ed5i nh\u1eadn th\u1ee9c \u0111\u00f3.<\/span><\/p>\n

      Do \u0111\u00f3, c\u00f3 th\u1ec3 hi\u1ec3u t\u1eadp h\u1ee3p c\u00e1c quy tr\u00ecnh m\u00e0 doanh nghi\u1ec7p c\u1ee7a b\u1ea1n s\u1eed d\u1ee5ng \u0111\u1ec3 gi\u00e1m s\u00e1t, theo d\u00f5i v\u00e0 t\u1ed5 ch\u1ee9c m\u1ecdi t\u01b0\u01a1ng t\u00e1c gi\u1eefa kh\u00e1ch h\u00e0ng, t\u1ed5 ch\u1ee9c trong su\u1ed1t v\u00f2ng \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

      \"Tr\u1ea3i<\/p>\n

      So s\u00e1nh d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/span><\/strong><\/h2>\n

      \u0110\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau b\u00e1n h\u00e0ng v\u00e0 c\u00f3 \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng. C\u00e1c doanh nghi\u1ec7p \u0111\u1ec1u \u0111\u1eb7t kh\u00e1ch h\u00e0ng l\u00ean h\u00e0ng \u0111\u1ea7u th\u00ec s\u1ebd \u0111\u1ea1t \u0111\u01b0\u1ee3c l\u1ee3i th\u1ebf c\u1ea1nh tranh. Do \u0111\u00f3 c\u00e1c doanh nghi\u1ec7p \u0111\u1eb7c bi\u1ec7t \u0111\u1ea7u t\u01b0 v\u00e0o vi\u1ec7c x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng d\u00e0i h\u1ea1n.<\/span><\/p>\n

      V\u1eady d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng gi\u1ed1ng v\u00e0 kh\u00e1c nhau nh\u01b0 th\u1ebf n\u00e0o? Th\u00ec \u0111\u00e2y l\u00e0 \u0111i\u1ec1u b\u1ea1n n\u00ean bi\u1ebft sau khi n\u1eafm \u0111\u01b0\u1ee3c kh\u00e1i ni\u1ec7m v\u1ec1 hai thu\u1eadt ng\u1eef n\u00e0y:<\/span><\/p>\n

      Th\u1eddi l\u01b0\u1ee3ng t\u01b0\u01a1ng t\u00e1c v\u00e0 s\u1ed1 l\u01b0\u1ee3ng \u0111i\u1ec3m ch\u1ea1m (touchpoints) v\u00e0 \u2013 T\u01b0\u01a1ng t\u00e1c c\u1ee5 th\u1ec3 so v\u1edbi tr\u1ea3i nghi\u1ec7m to\u00e0n di\u1ec7n<\/span><\/strong><\/h3>\n

      D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t ph\u1ea7n trong tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

      Vai tr\u00f2 c\u1ee7a d\u1ecbch v\u1ee5 l\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 h\u1ed7 tr\u1ee3, gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng, gi\u00fap c\u1ea3i thi\u1ec7n t\u1ed5ng th\u1ec3 tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd.<\/span><\/p>\n

      L\u00e0 vi\u1ec7c c\u1ee7a b\u1ed9 ph\u1eadn ch\u0103m s\u00f3c kh\u00e1ch h\u00e0n v\u00e0 th\u01b0\u1eddng ch\u1ec9 li\u00ean quan \u0111\u1ebfn m\u1ed9t ho\u1eb7c hai \u0111i\u1ec3m ch\u1ea1m.<\/span><\/p>\n

      Trong khi \u0111\u00f3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng mang t\u00ednh to\u00e0n di\u1ec7n, l\u00e0 \u0111\u1ec1 c\u1eadp \u0111\u1ebfn to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

      Bao g\u1ed3m kh\u00e1m ph\u00e1 v\u00e0 nh\u1eadn th\u1ee9c v\u1ec1 doanh nghi\u1ec7p.Th\u00f4ng qua vi\u1ec7c ph\u00e1t sinh \u0111\u01a1n h\u00e0ng ban \u0111\u1ea7u v\u00e0 s\u1ef1 quan t\u00e2m c\u1ee7a kh\u00e1ch h\u00e0ng sau khi mua h\u00e0ng, t\u1eeb \u0111\u00f3 khuy\u1ebfn kh\u00edch h\u1ecd mua h\u00e0ng nhi\u1ec1u l\u1ea7n.<\/span><\/p>\n

      Li\u00ean quan \u0111\u1ebfn nhi\u1ec1u b\u1ed9 ph\u1eadn kh\u00e1c nhau trong vi\u1ec7c t\u1ea1o ra tr\u1ea3i nghi\u1ec7m t\u1ed1t cho kh\u00e1ch h\u00e0ng, do \u0111\u00f3 n\u00f3 c\u00f3 nhi\u1ec1u \u0111i\u1ec3m ch\u1ea1m .<\/span><\/p>\n

      \"So<\/p>\n

      Ch\u1ee7 \u0111\u1ed9ng v\u1edbi b\u1ecb \u0111\u1ed9ng<\/span><\/strong><\/h3>\n

      Khi nh\u1eafc \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng th\u00ec \u0111i\u1ec3m kh\u00e1c bi\u1ec7t ch\u00ednh l\u00e0 ai l\u00e0 ng\u01b0\u1eddi qu\u1ea3n l\u00fd qu\u00e1 tr\u00ecnh: \u0111\u00f3 l\u00e0 kh\u00e1ch h\u00e0ng hay l\u00e0 doanh nghi\u1ec7p? \u0110\u00f3 l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh ch\u1ee7 \u0111\u1ed9ng hay b\u1ecb \u0111\u1ed9ng?<\/span><\/p>\n

        \n
      • D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng mang t\u00ednh b\u1ecb \u0111\u1ed9ng c\u00f2n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 ch\u1ee7 \u0111\u1ed9ng<\/span><\/li>\n
      • D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c b\u1eaft \u0111\u1ea7u b\u1edfi kh\u00e1ch h\u00e0ng c\u00f2n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 vi\u1ec7c d\u1ef1 \u0111o\u00e1n nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng<\/span><\/li>\n
      • Khi kh\u00e1ch h\u00e0ng g\u1eb7p ph\u1ea3i m\u1ed9t v\u1ea5n \u0111\u1ec1 kh\u00f3 kh\u0103n th\u00ec h\u1ecd m\u1edbi li\u00ean h\u1ec7 v\u1edbi c\u00e1c d\u1ecbch v\u1ee5 h\u1ed7 tr\u1ee3 c\u1ee7a doanh nghi\u1ec7p th\u00f4ng qua: \u0111i\u1ec7n tho\u1ea1i, email hay ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i ho\u1eb7c th\u00f4ng qua trao \u0111\u1ed5i tr\u1ef1c ti\u1ebfp. Ng\u01b0\u1ee3c l\u1ea1i tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng th\u00f4ng qua vi\u1ec7c l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng, ph\u1ec5u b\u00e1n h\u00e0ng, ph\u00e2n t\u00edch trang web v\u00e0 thu th\u1eadp c\u00e1c ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n

        \"So<\/p>\n

        M\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i hay bi\u1ec7t l\u1eadp (Ongoing relationship vs isolated event)<\/span><\/strong><\/h3>\n

        Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed1i quan h\u1ec7 c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi doanh nghi\u1ec7p. C\u00f2n d\u1ecbch v\u1ee5 v\u1ec1 kh\u00e1ch h\u00e0ng \u0111\u1ec1 c\u1eadp \u0111\u1ebfn m\u1ed9t s\u1ef1 ki\u1ec7n c\u1ee5 th\u1ec3, t\u1ee9c l\u00e0 kh\u00e1ch h\u00e0ng li\u00ean h\u1ec7 \u0111\u1ec3 \u0111\u01b0\u1ee3c gi\u00fap \u0111\u1ee1 v\u00e0 h\u1ed7 tr\u1ee3 ho\u1eb7c khi\u1ebfu n\u1ea1i.<\/span><\/p>\n

        Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00f4ng th\u1ec3 \u0111\u01b0\u1ee3c \u0111o l\u01b0\u1eddng b\u1edfi m\u1ed9t h\u00e0nh \u0111\u1ed9ng hay d\u1ef1a v\u00e0o c\u00e1c ch\u1ec9 s\u1ed1 ho\u1eb7c c\u00e1c t\u01b0\u01a1ng t\u00e1c. T\u1eeb \u0111\u00f3 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd mang t\u00ednh l\u00e2u d\u00e0i<\/span><\/p>\n

        Trong khi \u0111\u00f3 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c \u0111o b\u1eb1ng m\u1ed9t s\u1ed1 ch\u1ec9 s\u1ed1, ch\u1eb3ng h\u1ea1n nh\u01b0 t\u1ed1c \u0111\u1ed9 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 v\u00e0 th\u1eddi gian ph\u1ea3n h\u1ed3i trung b\u00ecnh. Trong tr\u01b0\u1eddng h\u1ee3p n\u00e0y th\u00ec d\u1ecbch v\u1ee5 c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t s\u1ef1 ki\u1ec7n c\u00f3 th\u1ec3 bi\u1ec7t l\u1eadp, \u0111\u1ecbnh l\u01b0\u1ee3ng.<\/span><\/p>\n

        \"So<\/p>\n

        Tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng t\u1eadp trung v\u00e0o to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh t\u1eeb tr\u01b0\u1edbc khi mua \u0111\u1ebfn sau khi mua h\u00e0ng. Trong khi \u0111\u00f3 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ch\u1ec9 gi\u1edbi h\u1ea1n \u1edf c\u00e1c t\u01b0\u01a1ng t\u00e1c d\u1ecbch v\u1ee5 \u1edf ph\u1ea9n y\u00eau c\u1ea7u th\u00f4ng tin s\u1ea3n ph\u1ea9m ho\u1eb7c b\u00e1o c\u00e1o v\u00e0 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 m\u00e0 kh\u00e1ch h\u00e0ng g\u1eb7p ph\u1ea3i.<\/span><\/p>\n

        XEM NGAY:<\/strong>Ch\u00e2n dung kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec <\/strong><\/span>\u2013 5 b\u01b0\u1edbc x\u00e1c \u0111\u1ecbnh ch\u00e2n dung kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng<\/span><\/em><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

        L\u00e0 m\u1ed9t th\u1ea5t b\u1ea1i, sai l\u1ea7m nghi\u00eam tr\u1ecdng n\u1ebfu c\u00e1c doanh nghi\u1ec7p kh\u00f4ng ph\u00e2n bi\u1ec7t \u0111\u01b0\u1ee3c hai thu\u1eadt ng\u1eef \u201c D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u2013 Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\u201d. Kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 nh\u1ea7m nh\u01b0ng c\u00e1c doanh nghi\u1ec7p kh\u00f4ng th\u1ec3 nh\u1ea7m. V\u1eady d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng gi\u1ed1ng v\u00e0 kh\u00e1c nhau […]<\/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\/52084"}],"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=52084"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52084\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=52084"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=52084"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=52084"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}