{"id":5231,"date":"2023-11-29T22:42:21","date_gmt":"2023-11-29T22:42:21","guid":{"rendered":"https:\/\/masterskills.org\/blog\/?p=5231"},"modified":"2023-11-29T19:09:45","modified_gmt":"2023-11-29T19:09:45","slug":"quy-trinh-cai-thien-trai-nghiem-khach-hang-hieu-qua","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/quy-trinh-cai-thien-trai-nghiem-khach-hang-hieu-qua.html","title":{"rendered":"Quy tr\u00ecnh c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3"},"content":{"rendered":"

B\u1ea1n \u0111ang t\u00ecm hi\u1ec3u v\u1ec1 quy tr\u00ecnh c\u00e1c b\u01b0\u1edbc c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3? H\u00e3y c\u00f9ng tham kh\u1ea3o b\u00e0i vi\u1ebft sau nh\u00e9.<\/em><\/p>\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 nh\u1eadn \u0111\u1ecbnh chung mang c\u1ea3m t\u00ednh c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 m\u1ecdi t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u00f4ng ty c\u1ee7a b\u1ea1n.<\/p>\n

M\u1ed9t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c c\u00f3 th\u1ec3 l\u00e0 ch\u1ea5t x\u00fac t\u00e1c \u0111\u1ec3 t\u0103ng th\u00eam m\u1ed9t kh\u00e1ch h\u00e0ng trung th\u00e0nh. C\u00f2n v\u1edbi m\u1ed9t tr\u1ea3i nghi\u1ec7m ti\u00eau c\u1ef1c c\u00f3 th\u1ec3 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng ngay c\u1ea3 tr\u01b0\u1edbc khi h\u1ecd t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u00f4ng ty b\u1ea1n. Vi\u1ec7c ch\u1ee7 \u0111\u1ed9ng trong c\u00e1ch ti\u1ebfp c\u1eadn c\u00f3 th\u1ec3 kh\u00f4ng ch\u1ec9 gi\u00fap team c\u1ee7a b\u1ea1n gi\u1ea3i quy\u1ebft cho nh\u1eefng t\u00ecnh hu\u1ed1ng kh\u00e1ch h\u00e0ng kh\u00f3 kh\u0103n. M\u00e0 n\u00f3 c\u00f2n t\u1ea1o ra m\u1ed9t k\u1ebf ho\u1ea1ch l\u00e2u d\u00e0i gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 c\u00f3 th\u1ec3 x\u1ea3y ra trong su\u1ed1t qu\u00e1 tr\u00ecnh.<\/p>\n

5 b\u01b0\u1edbc sau c\u00f3 th\u1ec3 gi\u00fap b\u1ea1n x\u00e2y d\u1ef1ng m\u1ed9t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n<\/p>\n

Quy tr\u00ecnh 5 b\u01b0\u1edbc c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3<\/h2>\n

\"Quy<\/p>\n

B\u01b0\u1edbc 1: X\u00e2y d\u1ef1ng h\u00e0nh tr\u00ecnh c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/h3>\n

Tr\u01b0\u1edbc khi b\u1ea1n b\u1eaft \u0111\u1ea7u m\u1ed9t s\u00e1ng ki\u1ebfn mang ph\u1ea1m vi to\u00e0n c\u00f4ng ty. B\u1ea1n c\u0169ng n\u00ean c\u00f3 k\u1ebf ho\u1ea1ch kh\u00f4n ngoan c\u1ee5 th\u1ec3. Trong h\u1ea7u h\u1ebft c\u00e1c tr\u01b0\u1eddng h\u1ee3p, l\u1ef1a ch\u1ecdn tuy\u1ec7t v\u1eddi \u0111\u1ec3 b\u1eaft \u0111\u1ea7u l\u00e0 t\u1ea1o s\u01a1 \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng.<\/p>\n

S\u01a1 \u0111\u1ed3 h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t ph\u00e1c th\u1ea3o v\u1ec1 m\u1ed7i b\u01b0\u1edbc kh\u00e1ch h\u00e0ng tr\u1ea3i qua khi t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u00f4ng ty. Bao g\u1ed3m c\u00e1c t\u01b0\u01a1ng t\u00e1c kh\u00e1c ngo\u00e0i vi\u1ec7c mua s\u1ea3n ph\u1ea9m, nh\u01b0 c\u00e1c t\u01b0\u01a1ng t\u00e1c tr\u00ean social media, qu\u1ea3ng c\u00e1o tr\u1ef1c tuy\u1ebfn v\u00e0 c\u00e1c tr\u01b0\u1eddng h\u1ee3p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.<\/p>\n

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\"Quy<\/p>\n

H\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng theo m\u00f4 h\u00ecnh 5A<\/em><\/p>\n

Khi x\u00e2y d\u1ef1ng s\u01a1 \u0111\u1ed3, h\u00e3y ch\u1eafc ch\u1eafn xem x\u00e9t m\u1ed9t lo\u1ea1t c\u00e1c quan \u0111i\u1ec3m t\u1eeb c\u00e1c b\u00ean li\u00ean quan n\u1ed9i b\u1ed9 c\u1ee7a b\u1ea1n. Hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc v\u1ec1 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c nh\u00fang v\u00e0o m\u1ecdi b\u1ed9 ph\u1eadn c\u1ee7a c\u00f4ng ty b\u1ea1n. V\u00ec v\u1eady, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 bao g\u1ed3m c\u00e1c \u00fd ki\u1ebfn t\u1eeb t\u1ea5t c\u1ea3 c\u00e1c th\u00e0nh vi\u00ean trong team c\u1ee7a b\u1ea1n.<\/p>\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ea7n t\u00ednh to\u00e1n \u0111\u1ebfn c\u1ea3 kh\u00eda c\u1ea1nh tr\u01b0\u1edbc v\u00e0 sau b\u00e1n h\u00e0ng v\u00f4 d\u00f9ng c\u1ea7n thi\u1ebft. M\u1eb7c d\u00f9 c\u00f3 th\u1ec3 b\u1ea1n s\u1ebd mu\u1ed1n d\u00e0nh ph\u1ea7n l\u1edbn s\u1ef1 t\u1eadp trung c\u1ee7a b\u1ea1n v\u00e0o c\u00e1c t\u01b0\u01a1ng t\u00e1c d\u1eabn \u0111\u1ebfn vi\u1ec7c b\u00e1n h\u00e0ng. Tuy nhi\u00ean, vi\u1ec7c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng sau b\u00e1n h\u00e0ng c\u0169ng quan tr\u1ecdng kh\u00f4ng k\u00e9m \u0111\u1ec3 x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t. H\u00e3y suy ngh\u0129 v\u1ec1 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac kh\u00e1c nhau m\u00e0 kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u00e0 c\u00e1ch nh\u1eefng tr\u1ea3i nghi\u1ec7m \u0111\u00f3 t\u00e1c \u0111\u1ed9ng \u0111\u1ebfn quan \u0111i\u1ec3m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

B\u1eb1ng c\u00e1ch ph\u00e2n t\u00edch nh\u1eefng t\u01b0\u01a1ng t\u00e1c n\u00e0y s\u1ebd l\u00e0m cho nh\u00e2n vi\u00ean trong t\u1ed5 ch\u1ee9c c\u1ee7a b\u1ea1n h\u00ecnh dung c\u00e1c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed5ng th\u1ec3 m\u1ed9t c\u00e1ch d\u1ec5 d\u00e0ng h\u01a1n cho. \u0110\u1ed3ng th\u1eddi, c\u1ea3i thi\u1ec7n s\u1ef1 hi\u1ec3u bi\u1ebft c\u00e1 nh\u00e2n c\u1ee7a h\u1ecd v\u1ec1 nhu c\u1ea7u v\u00e0 mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng khi h\u1ecd c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh ch\u00ednh x\u00e1c l\u00e0m vi\u1ec7c c\u1ee7a h\u1ecd s\u1ebd \u1ea3nh h\u01b0\u1edfng nh\u01b0 th\u1ebf n\u00e0o \u0111\u1ebfn h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

V\u1edbi s\u1ef1 hi\u1ec3u bi\u1ebft n\u00e0y, \u0111\u1ed9i nh\u00f3m c\u1ee7a b\u1ea1n c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh t\u1ed1t h\u01a1n c\u00e1c l\u1ed7 h\u1ed5ng hi\u1ec7n t\u1ea1i.Th\u1ea5y r\u00f5 \u0111\u01b0\u1ee3c mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 n\u1ed7 l\u1ef1c t\u1eadp trung v\u00e0o c\u00e1c l\u0129nh v\u1ef1c m\u1edbi c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n.<\/p>\n

B\u01b0\u1edbc 2: Ki\u1ec3m tra tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1eeb nhi\u1ec1u g\u00f3c \u0111\u1ed9 n\u1ed9i b\u1ed9.<\/h3>\n

V\u00ec h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng b\u1ecb \u1ea3nh h\u01b0\u1edfng b\u1edfi m\u1ecdi kh\u00eda c\u1ea1nh c\u1ee7a doanh nghi\u1ec7p c\u1ee7a b\u1ea1n. Do \u0111\u00f3, \u0111i\u1ec1u b\u1eaft bu\u1ed9c l\u00e0 b\u1ea1n kh\u00f4ng ch\u1ec9 t\u1eadp trung v\u00e0o m\u1ed9t b\u1ed9 ph\u1eadn khi th\u1ef1c hi\u1ec7n ki\u1ec3m tra tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c theo c\u00e1ch n\u00e0o \u0111\u00f3 v\u1edbi m\u1ecdi b\u1ed9 ph\u1eadn trong doanh nghi\u1ec7p c\u1ee7a b\u1ea1n. V\u00ec v\u1eady \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c b\u1ee9c tranh ho\u00e0n ch\u1ec9nh v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, b\u1ea1n s\u1ebd c\u1ea7n xem x\u00e9t c\u00e1c tr\u01b0\u1eddng h\u1ee3p c\u1ee7a t\u1eebng b\u1ed9 ph\u1eadn n\u1ed9i b\u1ed9 c\u1ee7a m\u00ecnh.<\/p>\n

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Team Marketing<\/h3>\n

Team marketing c\u1ee7a b\u1ea1n r\u1ea5t c\u00f3 th\u1ec3 s\u1ebd t\u1eadp trung v\u00e0o vi\u1ec7c thu h\u00fat kh\u00e1ch h\u00e0ng, v\u00ec v\u1eady h\u1ecd s\u1ebd c\u00f3 c\u00e1i nh\u00ecn s\u00e2u s\u1eafc nh\u1ea5t v\u1ec1 nh\u1eadn th\u1ee9c v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u v\u00e0 k\u1ef3 v\u1ecdng c\u1ee7a ng\u01b0\u1eddi d\u00f9ng. H\u1ecd s\u1ebd hi\u1ec3u n\u1ed9i dung n\u00e0o m\u00e0 kh\u00e1ch truy c\u1eadp c\u1ee7a b\u1ea1n ti\u00eau th\u1ee5 nhi\u1ec1u nh\u1ea5t v\u00e0 n\u1ed9i dung n\u00e0o s\u1ebd t\u1ea1o ra kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng \u0111\u1ee7 \u0111i\u1ec1u ki\u1ec7n nh\u1ea5t. Kh\u1ea3o s\u00e1t team marketing c\u1ee7a b\u1ea1n v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng s\u1ebd gi\u00fap b\u1ea1n hi\u1ec3u c\u00e1ch m\u1ecdi ng\u01b0\u1eddi t\u00ecm th\u1ea5y doanh nghi\u1ec7p c\u1ee7a b\u1ea1n v\u00e0 nh\u1eefng g\u00ec b\u1ea1n c\u00f3 th\u1ec3 l\u00e0m \u0111\u1ec3 \u0111\u1ecbnh h\u00ecnh t\u1ed1t h\u01a1n danh ti\u1ebfng c\u1ee7a m\u00ecnh d\u1eabn \u0111\u1ebfn vi\u1ec7c b\u00e1n h\u00e0ng.<\/p>\n

Team B\u00e1n h\u00e0ng<\/h3>\n

Team b\u00e1n h\u00e0ng s\u1ebd c\u00f3 c\u00e1i nh\u00ecn s\u00e2u s\u1eafc v\u1ec1 giai \u0111o\u1ea1n \u0111\u1ea7u c\u1ee7a m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng. H\u1ecd \u0111ang \u1edf tuy\u1ebfn \u0111\u1ea7u v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1c t\u01b0\u01a1ng t\u00e1c c\u1ee7a h\u1ecd ti\u1ebft l\u1ed9 nh\u1eefng g\u00ec th\u1ef1c s\u1ef1 th\u00fac \u0111\u1ea9y kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng. Th\u00e0nh vi\u00ean team b\u00e1n h\u00e0ng c\u00f3 th\u00f4ng tin v\u1ec1 nh\u1eefng th\u00e1ch th\u1ee9c m\u00e0 kh\u00e1ch h\u00e0ng \u0111ang g\u1eb7p ph\u1ea3i h\u00e0ng ng\u00e0y v\u00e0 c\u00e1ch h\u1ecd mong \u0111\u1ee3i s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n gi\u1ea3i quy\u1ebft nh\u1eefng r\u00e0o c\u1ea3n \u0111\u00f3. \u0110\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng kh\u00f4ng chuy\u1ec3n \u0111\u1ed5i th\u00e0nh kh\u00e1ch h\u00e0ng, team b\u00e1n h\u00e0ng c\u1ee7a b\u1ea1n c\u00f3 th\u1ec3 gi\u00fap b\u1ea1n hi\u1ec3u nh\u1eefng g\u00ec t\u1eeb s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n cung c\u1ea5p c\u00f3 th\u1ec3 n\u1eafm b\u1eaft c\u01a1 h\u1ed9i b\u1ecb b\u1ecf l\u1ee1 \u0111\u00f3.<\/p>\n

Team D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/h3>\n

Vi\u1ec7c x\u00e1c \u0111\u1ecbnh nh\u1eefng g\u00ec b\u1ea1n \u0111ang truy\u1ec1n \u0111\u1ea1t trong qu\u00e1 tr\u00ecnh b\u00e1n h\u00e0ng v\u00e0 ti\u1ebfp th\u1ecb c\u1ee7a b\u1ea1n c\u00f3 th\u1ef1c s\u1ef1 ph\u00f9 h\u1ee3p v\u1edbi tr\u1ea3i nghi\u1ec7m th\u1ef1c t\u1ebf c\u1ee7a kh\u00e1ch h\u00e0ng kh\u00f4ng l\u00e0 v\u00f4 c\u00f9ng quan tr\u1ecdng. Team d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 customer success c\u1ee7a b\u1ea1n c\u00f3 th\u1ec3 cung c\u1ea5p c\u00e1i nh\u00ecn s\u00e2u s\u1eafc v\u1ec1 th\u1ef1c t\u1ebf v\u00ec h\u1ecd th\u01b0\u1eddng l\u00e0 nh\u1eefng ng\u01b0\u1eddi \u0111\u1ea7u ti\u00ean nh\u1eadn ph\u1ea3n h\u1ed3i v\u00e0 s\u1ef1 th\u1ea5t v\u1ecdng c\u1ee7a s\u1ea3n ph\u1ea9m. H\u1ecd nghe ph\u1ea3n h\u1ed3i trung th\u1ef1c t\u1eeb kh\u00e1ch h\u00e0ng h\u00e0ng ng\u00e0y, v\u00ec v\u1eady h\u00e3y xem x\u00e9t quan \u0111i\u1ec3m c\u1ee7a h\u1ecd v\u1ec1 nh\u1eefng g\u00ec g\u00e2y ra nhi\u1ec1u v\u1ea5n \u0111\u1ec1 nh\u1ea5t cho kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n.<\/p>\n

B\u01b0\u1edbc 3. T\u1eadp trung ngu\u1ed3n l\u1ef1c r\u00f5 r\u00e0ng v\u00e0o nh\u1eefng c\u1ea3i thi\u1ec7n m\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/h3>\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n s\u1ebd kh\u00f4ng thay \u0111\u1ed5i sau m\u1ed9t \u0111\u00eam. Do \u0111\u00f3, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 ch\u1ee9ng minh cho to\u00e0n b\u1ed9 c\u00f4ng ty c\u1ee7a b\u1ea1n m\u1ed9t s\u1ef1 t\u1eadp trung r\u00f5 r\u00e0ng v\u00e0o c\u00e1c s\u00e1ng ki\u1ebfn m\u1edbi c\u1ee7a b\u1ea1n. H\u00e3y ch\u1ec9 \u0111\u1ecbnh cho ai \u0111\u00f3 \u0111\u1ec3 th\u1ef1c hi\u1ec7n k\u1ebf ho\u1ea1ch c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ee7a c\u00f4ng ty. Ng\u01b0\u1eddi n\u00e0y c\u00f3 th\u1ec3 l\u00e0 ng\u01b0\u1eddi thu\u1ed9c b\u1ed9 ph\u1eadn customer success, b\u1ed9 ph\u1eadn ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, v.v. C\u00f4ng vi\u1ec7c c\u1ee7a h\u1ecd l\u00e0 truy\u1ec1n \u0111\u1ea1t c\u00e1c thay \u0111\u1ed5i, t\u1ea1o \u0111i\u1ec1u ki\u1ec7n cho ho\u1ea1t \u0111\u1ed9ng, t\u1ed5 ch\u1ee9c ph\u00e2n t\u00edch nghi\u00ean c\u1ee9u v\u00e0 th\u1ef1c hi\u1ec7n b\u1ea5t k\u1ef3 h\u00e0nh \u0111\u1ed9ng c\u1ea7n thi\u1ebft n\u00e0o. \u0110i\u1ec1u n\u00e0y nh\u1eb1m m\u1ee5c \u0111\u00edch \u0111\u1ea3m b\u1ea3o c\u00e1ch ti\u1ebfp c\u1eadn m\u1edbi v\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 nh\u1ea5t qu\u00e1n tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c b\u1ed9 ph\u1eadn c\u1ee7a c\u00f4ng ty.<\/p>\n

M\u1eb7c d\u00f9 th\u00f4ng th\u01b0\u1eddng thay \u0111\u1ed5i s\u1ebd g\u1eb7p ph\u1ea3i s\u1ef1 kh\u00e1ng c\u1ef1 \u1edf m\u1ed9t s\u1ed1 c\u00e1 nh\u00e2n ho\u1eb7c nh\u00f3m c\u00f4ng ty. B\u1ea1n ng\u1ed3i \u0111\u00f3 ngh\u0129 r\u1eb1ng \u0111\u00e2y c\u00f3 th\u1ec3 l\u00e0 m\u1ed9t b\u01b0\u1edbc ti\u1ebfn kh\u00f3 kh\u0103n. H\u00e3y ch\u00fa \u00fd xung quanh, c\u00e1c c\u00f4ng ty \u01b0u ti\u00ean tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u01b0\u1eddng ch\u1ee9ng minh t\u0103ng tr\u01b0\u1edfng doanh thu cao h\u01a1n. Do \u0111\u00f3, \u0111\u1ea7u t\u01b0 v\u00e0o chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n s\u1edbm c\u00f3 th\u1ec3 s\u1ebd \u201c\u0111\u1ec1n \u0111\u00e1p\u201d cho doanh nghi\u1ec7p c\u1ee7a b\u1ea1n.<\/p>\n

B\u01b0\u1edbc 4: Ph\u00e2n ph\u1ed1i d\u1eef li\u1ec7u v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng cho to\u00e0n b\u1ed9 ph\u00f2ng ban.<\/h3>\n

N\u1ebfu b\u1ea1n mu\u1ed1n \u0111\u01b0a to\u00e0n b\u1ed9 c\u00f4ng ty c\u1ee7a m\u00ecnh v\u00e0o k\u1ebf ho\u1ea1ch tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng m\u1edbi, th\u00ec \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 ph\u1ea3i ch\u1eafc ch\u1eafn r\u1eb1ng m\u1ecdi ng\u01b0\u1eddi \u0111\u1ec1u c\u00f3 quy\u1ec1n truy c\u1eadp v\u00e0o k\u1ebft qu\u1ea3 c\u1ee7a b\u1ea1n. Gi\u1eef nh\u00e2n vi\u00ean c\u1ee7a b\u1ea1n trong v\u00f2ng l\u1eb7p li\u00ean quan \u0111\u1ebfn k\u1ebft lu\u1eadn b\u1ea1n \u0111\u00e3 t\u00ecm th\u1ea5y t\u1eeb nghi\u00ean c\u1ee9u c\u1ee7a m\u00ecnh s\u1ebd gi\u00fap c\u00f4ng ty c\u1ee7a b\u1ea1n t\u1ed1i \u01b0u h\u00f3a c\u00e1c quy tr\u00ecnh n\u1ed9i b\u1ed9 h\u00e0ng ng\u00e0y nh\u01b0 \u0111\u1ecbnh tuy\u1ebfn kh\u00e1ch h\u00e0ng, t\u1ef1 \u0111\u1ed9ng h\u00f3a quy tr\u00ecnh l\u00e0m vi\u1ec7c v\u00e0 g\u1eafn th\u1ebb kh\u00e1ch h\u00e0ng.<\/p>\n

Kh\u00f4ng ch\u1ec9 v\u1eady, nh\u01b0ng ph\u00e2n ph\u1ed1i d\u1eef li\u1ec7u th\u00f4ng tin c\u1ee7a kh\u00e1ch h\u00e0ng tr\u00ean to\u00e0n b\u1ed9 c\u00f4ng ty c\u1ee7a b\u1ea1n c\u0169ng c\u00f3 th\u1ec3 gi\u00fap:<\/p>\n

Gi\u00fap nh\u1eadn \u0111\u1ecbnh nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng nhanh h\u01a1n<\/strong><\/p>\n

    \n
  • D\u1eef li\u1ec7u li\u00ean quan \u0111\u1ebfn n\u01a1i kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n c\u00f3 kh\u1ea3 n\u0103ng \u0111\u1ed1i m\u1eb7t v\u1edbi nh\u1eefng tr\u1edf ng\u1ea1i s\u1ebd gi\u00fap team c\u1ee7a b\u1ea1n ng\u0103n ch\u1eb7n s\u1ef1 th\u1ea5t v\u1ecdng c\u1ee7a ng\u01b0\u1eddi d\u00f9ng v\u00e0 v\u01b0\u1ee3t qua m\u1ecdi \u0111i\u1ec3m \u0111au kh\u00f3 hi\u1ec3u trong h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n

    Gi\u00fap C\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n<\/strong><\/p>\n

      \n
    • Nh\u01b0 ch\u00fang t\u00f4i \u0111\u00e3 \u0111\u1ec1 c\u1eadp tr\u01b0\u1edbc \u0111\u00f3, team d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ho\u1eb7c customer success c\u1ee7a b\u1ea1n s\u1ebd c\u00f3 th\u1ec3 cung c\u1ea5p c\u00e1i nh\u00ecn s\u00e2u s\u1eafc v\u1ec1 c\u00e1c v\u1ea5n \u0111\u1ec1 v\u1ec1 t\u00ednh kh\u1ea3 d\u1ee5ng v\u1edbi s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m chung c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n
    • C\u00e1c th\u00e0nh vi\u00ean trong team customer success v\u00e0 team s\u1ea3n ph\u1ea9m c\u00f3 th\u1ec3 k\u1ebft h\u1ee3p \u0111\u1ec3 xem x\u00e9t nh\u1eefng kh\u00f3 kh\u0103n ph\u1ed5 bi\u1ebfn th\u01b0\u1eddng g\u1eb7p v\u00e0 \u0111\u01b0a ra gi\u1ea3i ph\u00e1p ph\u00f9 h\u1ee3p.<\/li>\n<\/ul>\n

      Gi\u00fap t\u0103ng c\u01a1 h\u1ed9i upselll<\/strong><\/p>\n

      \u0110\u1ed9i ng\u0169 b\u00e1n h\u00e0ng c\u1ee7a b\u1ea1n s\u1ebd c\u00f3 m\u1ed9t th\u1eddi gian d\u1ec5 d\u00e0ng h\u01a1n \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c c\u01a1 h\u1ed9i b\u00e1n h\u00e0ng v\u00ec h\u1ecd s\u1ebd hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 th\u1eddi \u0111i\u1ec3m t\u1ed1t nh\u1ea5t \u0111\u1ec3 ti\u1ebfp c\u1eadn v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n

      H\u1ecd c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c c\u01a1 h\u1ed9i c\u1ee5 th\u1ec3 tr\u00ean d\u00f2ng th\u1eddi gian c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 ti\u1ebfp c\u1eadn v\u1edbi c\u00e1c s\u00e1ng ki\u1ebfn v\u1ec1 t\u00e1i t\u01b0\u01a1ng t\u00e1c (nh\u01b0 ti\u1ec7n \u00edch b\u1ed5 sung c\u1ee7a s\u1ea3n ph\u1ea9m) c\u00f3 th\u1ec3 t\u0103ng doanh thu t\u1ed5ng th\u1ec3 theo th\u1eddi gian.<\/p>\n

      B\u01b0\u1edbc 5: T\u00ecm hi\u1ec3u v\u1ec1 t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi \u0111i.<\/h3>\n

      N\u1ebfu b\u1ea1n c\u00f3 th\u1ec3 t\u0103ng 5% trong vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, b\u1ea1n c\u00f3 th\u1ec3 t\u0103ng l\u1ee3i nhu\u1eadn c\u1ee7a c\u00f4ng ty t\u1eeb 25% \u0111\u1ebfn 95%. M\u1ed9t c\u00e1ch tuy\u1ec7t v\u1eddi \u0111\u1ec3 b\u1eaft \u0111\u1ea7u l\u00e0 s\u1eed d\u1ee5ng c\u00e1c ph\u00e2n t\u00edch trong \u1ee9ng d\u1ee5ng \u0111\u1ec3 ph\u00e2n t\u00edch c\u00e1c l\u0129nh v\u1ef1c tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng n\u01a1i c\u00f3 m\u1ee9c \u0111\u1ed9 t\u01b0\u01a1ng t\u00e1c th\u1ea5p.<\/p>\n

      M\u1ee9c \u0111\u1ed9 t\u01b0\u01a1ng t\u00e1c th\u1ea5p th\u01b0\u1eddng cho th\u1ea5y r\u1ee7i ro cao h\u01a1n v\u1ec1 t\u1ef7 l\u1ec7 r\u1eddi b\u1ecf c\u1ee7a kh\u00e1ch h\u00e0ng. N\u00f3 s\u1ebd gi\u00fap t\u1ea1o ra m\u1ed9t m\u1ed1i t\u01b0\u01a1ng quan t\u01b0\u01a1ng t\u00e1c c\u00f3 th\u1ec3 gi\u00fap b\u1ea1n x\u00e1c \u0111\u1ecbnh kh\u00e1ch h\u00e0ng n\u00e0o c\u00f3 r\u1ee7i ro cao nh\u1ea5t.<\/p>\n

      B\u1ea1n c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng ph\u00e2n t\u00edch \u1ee9ng d\u1ee5ng ng\u01b0\u1eddi d\u00f9ng \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m t\u01b0\u01a1ng t\u00e1c s\u1ebd d\u1eabn \u0111\u1ebfn kh\u1ea3 n\u0103ng cao nh\u1ea5t sau \u0111\u00f3 thi\u1ebft l\u1eadp h\u1ec7 th\u1ed1ng gi\u00e1m s\u00e1t \u0111\u1ec3 c\u1ea3nh b\u00e1o team customer success n\u1ebfu kh\u00e1ch h\u00e0ng ti\u1ebfp c\u1eadn gi\u00e1 tr\u1ecb \u0111\u00f3. \u0110i\u1ec1u n\u00e0y mang l\u1ea1i cho team c\u1ee7a b\u1ea1n c\u01a1 h\u1ed9i \u0111\u1ec3 ch\u1ee7 \u0111\u1ed9ng ti\u1ebfp c\u1eadn \u0111\u1ec3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 tr\u01b0\u1edbc khi qu\u00e1 mu\u1ed9n.<\/p>\n

      Ngay c\u1ea3 \u0111\u1ed1i v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng m\u00e0 b\u1ea1n kh\u00f4ng th\u1ec3 ng\u0103n c\u1ea3n vi\u1ec7c h\u1ecd r\u1eddi \u0111i. B\u1ea1n h\u00e3y ch\u1eafc ch\u1eafn t\u00ecm hi\u1ec3u l\u00fd do t\u1ea1i sao h\u1ecd quy\u1ebft \u0111\u1ecbnh nh\u01b0 v\u1eady. Cung c\u1ea5p nhi\u1ec1u k\u00eanh \u0111\u1ec3 kh\u00e1ch h\u00e0ng \u0111\u1ec3 l\u1ea1i ph\u1ea3n h\u1ed3i v\u00e0 xem tr\u1ecdng \u00fd ki\u1ebfn c\u1ee7a h\u1ecd. N\u1ebfu b\u1ea1n th\u1ef1c s\u1ef1 t\u1eadp trung v\u00e0o vi\u1ec7c t\u1ea1o ra tr\u1ea3i nghi\u1ec7m t\u1ed1t h\u01a1n cho kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh.<\/p>\n

      B\u1ea1n s\u1ebd mu\u1ed1n nghe v\u1ec1 nh\u1eefng tr\u01b0\u1eddng h\u1ee3p m\u00e0 c\u00f4ng ty c\u1ee7a b\u1ea1n \u0111ang thi\u1ebfu s\u00f3t. Gi\u00fap kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng h\u1ee7y t\u00e0i kho\u1ea3n c\u1ee7a h\u1ecd, nh\u01b0ng b\u1ea1n ph\u1ea3i t\u00ecm hi\u1ec3u ch\u00ednh x\u00e1c l\u00fd do t\u1ea1i sao kh\u00e1ch h\u00e0ng n\u00e0y quy\u1ebft \u0111\u1ecbnh h\u1ee7y.<\/p>\n","protected":false},"excerpt":{"rendered":"

      B\u1ea1n \u0111ang t\u00ecm hi\u1ec3u v\u1ec1 quy tr\u00ecnh c\u00e1c b\u01b0\u1edbc c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3? H\u00e3y c\u00f9ng tham kh\u1ea3o b\u00e0i vi\u1ebft sau nh\u00e9. Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 nh\u1eadn \u0111\u1ecbnh chung mang c\u1ea3m t\u00ednh c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 m\u1ecdi t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u00f4ng ty c\u1ee7a b\u1ea1n. M\u1ed9t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c […]<\/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\/5231"}],"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=5231"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/5231\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=5231"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=5231"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=5231"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}