{"id":52269,"date":"2023-12-20T02:55:48","date_gmt":"2023-12-19T19:55:48","guid":{"rendered":"https:\/\/masterskills.org\/blog\/giu-chan-khach-hang-tai-sao-khach-hang-cu-tot-hon-khach-hang-moi.html"},"modified":"2023-12-20T02:55:48","modified_gmt":"2023-12-19T19:55:48","slug":"giu-chan-khach-hang-tai-sao-khach-hang-cu-tot-hon-khach-hang-moi","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/giu-chan-khach-hang-tai-sao-khach-hang-cu-tot-hon-khach-hang-moi.html","title":{"rendered":"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?"},"content":{"rendered":"
Theo nghi\u00ean c\u1ee9u c\u1ee7a Tr\u01b0\u1eddng Kinh doanh Harvard (Harvard School of Business) \u0111\u00e3 ch\u1ec9 ra r\u1eb1ng, t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng t\u0103ng 5% s\u1ebd mang l\u1ea1i l\u1ee3i nhu\u1eadn 25 \u2013 95%. Th\u1ef1c t\u1ebf nhi\u1ec1u doanh nghi\u1ec7p c\u0169ng kh\u1eb3ng \u0111\u1ecbnh r\u1eb1ng h\u1ecd t\u1ed3n t\u1ea1i \u0111\u01b0\u1ee3c l\u00e0 nh\u1edd c\u00f3 kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft.\u00a0<\/b><\/p>\n
\"Ngh\u1ec7<\/p>\n

Ngh\u1ec7 thu\u1eadt gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng c\u0169 gi\u00fap ti\u1ebft ki\u1ec7m chi ph\u00ed, gia t\u0103ng l\u1ee3i nhu\u1eadn<\/p>\n<\/div>\n

Kh\u00e1ch h\u00e0ng l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng quy\u1ebft \u0111\u1ecbnh t\u1edbi s\u1ef1 sinh t\u1ed3n c\u1ee7a doanh nghi\u1ec7p. Do v\u1eady kh\u00f4ng v\u00ec l\u00fd do g\u00ec m\u00e0 doanh nghi\u1ec7p l\u1ea1i mu\u1ed1n \u201cchia tay\u201d kh\u00e1ch h\u00e0ng sau m\u1ed9t l\u1ea7n mua s\u1ea3n ph\u1ea9m. Th\u1ef1c t\u1ebf, nhi\u1ec1u doanh nghi\u1ec7p \u0111\u00e3 v\u00e0 \u0111ang t\u1eadp chung chi\u1ebfn l\u01b0\u1ee3c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng m\u1edbi thay v\u00ec t\u00ecm ki\u1ebfm kh\u00e1ch h\u00e0ng m\u1edbi.\u00a0<\/span><\/p>\n

C\u00e1ch\u00a0gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng c\u0169 hi\u1ec7u qu\u1ea3 gia t\u0103ng l\u1ee3i nhu\u1eadn g\u1ea5p nhi\u1ec1u l\u1ea7n<\/b><\/h2>\n

Trong ho\u1ea1t \u0111\u1ed9ng kinh doanh kh\u00e1ch v\u00e0 l\u00e0 t\u00e0i s\u1ea3n qu\u00fd gi\u00e1 c\u1ee7a doanh nghi\u1ec7p. B\u1ea1n gia s\u1ee9c d\u00f9ng m\u1ecdi c\u00e1ch \u0111\u1ec3 thu h\u00fat kh\u00e1ch h\u00e0ng. Nh\u01b0ng th\u1ef1c t\u1ebf v\u1eabn c\u00f3 nhi\u1ec1u kh\u00e1ch h\u00e0ng v\u1eabn t\u1eeb b\u1ecf b\u1ea1n.\u00a0V\u1eady\u00a0l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng?<\/span><\/p>\n

Theo k\u1ebft qu\u1ea3 nghi\u00ean c\u1ee9u c\u1ee7a<\/span> Client Heartbeat cho r\u1eb1ng <\/span>68% kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf s\u1ea3n ph\u1ea9m\/th\u01b0\u01a1ng hi\u1ec7u do kh\u00f4ng h\u00e0i l\u00f2ng v\u1ec1 d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. Ngo\u00e0i ra 14% do ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 b\u1ea1n cung c\u1ea5p, 9% c\u00f2n l\u1ea1i b\u1edfi s\u1ee9c h\u00fat t\u1eeb \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh.\u00a0<\/span><\/p>\n

\"N\u00e2ng<\/p>\n

N\u00e2ng cao d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

Qua th\u1ed1ng k\u00ea \u1edf tr\u00ean \u0111\u1ec3 th\u1ea5y, kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf b\u1ea1n v\u1ea5n \u0111\u1ec1 l\u1edbn nh\u1ea5t b\u1edfi d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng kh\u00f4ng t\u1ed1t. Do v\u1eady l\u00e0m sao \u0111\u1ec3 n\u00e2ng cao d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 ch\u00ednh l\u00e0 \u201cCH\u00ccA KH\u00d3A<\/strong>\u201d gi\u00fap b\u1ea1n gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n

D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 g\u1ee3i \u00fd \u0111\u1ec3 gi\u00fap b\u1ea1n gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng l\u00e0m gia t\u0103ng l\u1ee3i nhu\u1eadn cho doanh nghi\u1ec7p<\/span><\/p>\n

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  • S\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng Masterskills chat <\/strong>\u0111\u1ec3 l\u01b0u tr\u1eef th\u00f4ng tin v\u00e0 t\u0103ng t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng \u0111a k\u00eanh.<\/span><\/li>\n
  • Ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng sau mua b\u1eb1ng c\u00e1ch nh\u1eafn tin, g\u1ecdi \u0111i\u1ec7n l\u1eafng nghe \u00fd ki\u1ebfn ng\u01b0\u1eddi d\u00f9ng.<\/span><\/li>\n
  • G\u1eedi Email c\u1ea3m \u01a1n, t\u0103ng t\u01b0\u01a1ng t\u00e1c t\u1ea1o thi\u1ec7n c\u1ea3m \u0111\u1ec3 kh\u00e1ch h\u00e0ng quay tr\u1edf l\u1ea1i.<\/span><\/li>\n
  • Th\u1ef1c hi\u1ec7n c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn m\u00e3i cho l\u1ea7n mua k\u1ebf ti\u1ebfp.<\/span><\/li>\n
  • S\u1eed d\u1ee5ng \u0111a ph\u01b0\u01a1ng ti\u1ec7n k\u1ebft n\u1ed1i t\u1eeb \u0111i\u1ec7n tho\u1ea1i, m\u1ea1ng x\u00e3 h\u1ed9i \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng nhanh v\u00e0 t\u1ed1t nh\u1ea5t.\u00a0<\/span><\/li>\n<\/ul>\n

    Ngo\u00e0i ra, \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng trung th\u00e0nh th\u00ec b\u1ea1n c\u0169ng c\u1ea7n ph\u1ea3i \u0111\u1ea3m b\u1ea3o r\u1eb1ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 ph\u1ea3i ch\u1ea5t l\u01b0\u1ee3ng. Do v\u1eady h\u00e3y lu\u00f4n c\u1ed1 g\u1eafng c\u1ea3i ti\u1ebfn \u0111\u1ec3 kh\u00e1ch h\u00e0ng th\u1ea5y \u0111\u01b0\u1ee3c s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n l\u00e0 t\u1ed1t nh\u1ea5t.\u00a0<\/span><\/p>\n

    T\u1ea1i sao n\u00ean gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng c\u0169 h\u01a1n l\u00e0 t\u00ecm ki\u1ebfm kh\u00e1ch h\u00e0ng m\u1edbi?<\/b><\/h2>\n

    Kh\u00e1ch h\u00e0ng m\u1edbi \u2013 kh\u00e1ch h\u00e0ng c\u0169 \u0111\u1ec1u c\u00f3 vai tr\u00f2 quan tr\u1ecdng nh\u1ea5t \u0111\u1ecbnh trong s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a doanh nghi\u1ec7p. Tuy nhi\u00ean \u0111\u1eb7t song song t\u01b0\u01a1ng quan cho th\u1ea5y h\u1ea7u h\u1ebft c\u00e1c doanh nghi\u1ec7p l\u1ea1i c\u00f3 xu h\u01b0\u1edbng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169 nhi\u1ec1u h\u01a1n l\u00e0 t\u00ecm ki\u1ebfm kh\u00e1ch h\u00e0ng m\u1edbi.\u00a0<\/span><\/p>\n

    Th\u1ef1c t\u1ebf \u0111\u00e3 ch\u1ee9ng minh r\u1eb1ng, \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c m\u1ed9t kh\u00e1ch h\u00e0ng m\u1edbi doanh nghi\u1ec7p ph\u1ea3i b\u1ecf ra chi ph\u00ed g\u1ea5p 5 \u2013 7 l\u1ea7n so v\u1edbi vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n c\u00f3. \u0110\u1ed3ng th\u1eddi \u0111\u1ec3 kh\u00e1ch h\u00e0ng m\u1edbi \u0111\u00f3 chi tr\u1ea3 s\u1ed1 ti\u1ec1n t\u01b0\u01a1ng \u0111\u01b0\u01a1ng v\u1edbi kh\u00e1ch h\u00e0ng c\u0169 hi\u1ec7n t\u1ea1i doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i t\u1ed1n 16 l\u1ea7n. Con s\u1ed1 n\u00e0y kh\u00f4ng d\u1eebng l\u1ea1i \u1edf \u0111\u00f3, m\u1edf th\u1ecb tr\u01b0\u1eddng kinh doanh ng\u00e0y c\u00e0ng \u201ckh\u1ed1c li\u1ec7t\u201d gi\u1eefa c\u00e1c \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh, chi ph\u00ed ho\u1ea1t \u0111\u1ed9ng qu\u1ea3ng c\u00e1o c\u0169ng \u201cleo thang\u201d.\u00a0<\/span><\/p>\n

    \"L\u1eddi<\/p>\n

    L\u1eddi gi\u1edbi thi\u1ec7u c\u1ee7a kh\u00e1ch h\u00e0ng c\u0169 v\u1eeba gia t\u0103ng l\u1ee3i nhu\u1eadn l\u1ea1i kh\u1eb3ng \u0111\u1ecbnh s\u1ef1 uy t\u00edn<\/p>\n<\/div>\n

    Theo quy t\u1eafc 80\/20, t\u1ee9c 80% doanh s\u1ed1 c\u1ee7a doanh nghi\u1ec7p \u0111\u1ebfn t\u1eeb 20% kh\u00e1ch h\u00e0ng c\u0169. B\u1edfi v\u1eady gi\u1eefa ch\u00e2n kh\u00e1ch h\u00e0ng c\u0169 ch\u00ednh l\u00e0 tr\u1ecdng \u0111i\u1ec3m \u0111\u1ec3 gia t\u0103ng doanh s\u1ed1, th\u00fac \u0111\u1ea9y ho\u1ea1t \u0111\u1ed9ng kinh doanh ph\u00e1t tri\u1ec3n b\u1ec1n v\u1eefng. \u0110\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u \u0111\u00f3, ph\u1ea7n l\u1edbn c\u00e1c doanh nghi\u1ec7p th\u1ef1c hi\u1ec7n chi\u1ebfn l\u01b0\u1ee3c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng m\u1edbi b\u1eb1ng c\u00e1ch ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng sau mua h\u00e0ng, tri \u00e2n kh\u00e1ch h\u00e0ng,\u2026<\/span><\/p>\n

    \u1ede m\u1ed9t g\u00f3c \u0111\u1ed9 kh\u00e1c, kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 m\u1ed9t ph\u01b0\u01a1ng th\u1ee9c qu\u1ea3ng b\u00e1 th\u01b0\u01a1ng hi\u1ec7u ch\u1ea5t l\u01b0\u1ee3ng m\u00e0 kh\u00f4ng t\u1ed1n chi ph\u00ed. N\u1ebfu s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n ch\u1ea5t l\u01b0\u1ee3ng, d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u1ed1t th\u00ec h\u1ecd th\u01b0\u1eddng c\u00f3 xu h\u01b0\u1edbng gi\u1edbi thi\u1ec7u cho ng\u01b0\u1eddi th\u1eadn, b\u1ea1n b\u00e8. M\u1ed9t l\u1eddi gi\u1edbi thi\u1ec7u c\u1ee7a kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 m\u1edf r\u1ed9ng l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n c\u1ee7ng c\u1ed1 cho v\u1ecb th\u1ebf th\u01b0\u01a1ng hi\u1ec7u.<\/span><\/p>\n

    M\u1ed9t doanh nghi\u1ec7p c\u00e0ng nhi\u1ec1u kh\u00e1ch h\u00e0ng c\u0169 c\u00e0ng kh\u1eb3ng \u0111\u1ecbnh \u0111\u01b0\u1ee3c v\u1ecb th\u1ebf. Do v\u1eady h\u1ea7u h\u1ebft doanh nghi\u1ec7p n\u00e0o c\u0169ng x\u00e2y d\u1ef1ng c\u00e1c chi\u1ebfn l\u01b0\u1ee3c, b\u00ed quy\u1ebft gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng \u0111\u1ec3 gia t\u0103ng s\u1ee9c m\u1ea1nh b\u1ec1n v\u1eefng tr\u00ean th\u01b0\u01a1ng tr\u01b0\u1eddng.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

    Theo nghi\u00ean c\u1ee9u c\u1ee7a Tr\u01b0\u1eddng Kinh doanh Harvard (Harvard School of Business) \u0111\u00e3 ch\u1ec9 ra r\u1eb1ng, t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng t\u0103ng 5% s\u1ebd mang l\u1ea1i l\u1ee3i nhu\u1eadn 25 \u2013 95%. Th\u1ef1c t\u1ebf nhi\u1ec1u doanh nghi\u1ec7p c\u0169ng kh\u1eb3ng \u0111\u1ecbnh r\u1eb1ng h\u1ecd t\u1ed3n t\u1ea1i \u0111\u01b0\u1ee3c l\u00e0 nh\u1edd c\u00f3 kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft.\u00a0 Ngh\u1ec7 thu\u1eadt gi\u1eef […]<\/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\/52269"}],"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=52269"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52269\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=52269"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=52269"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=52269"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}