{"id":52359,"date":"2023-12-20T03:19:50","date_gmt":"2023-12-19T20:19:50","guid":{"rendered":"https:\/\/masterskills.org\/blog\/van-hoa-dong-cam-se-thu-hep-khoang-cach-trai-nghiem-khach-hang.html"},"modified":"2023-12-20T03:19:50","modified_gmt":"2023-12-19T20:19:50","slug":"van-hoa-dong-cam-se-thu-hep-khoang-cach-trai-nghiem-khach-hang","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/van-hoa-dong-cam-se-thu-hep-khoang-cach-trai-nghiem-khach-hang.html","title":{"rendered":"V\u0103n ho\u00e1 \u0111\u1ed3ng c\u1ea3m s\u1ebd thu h\u1eb9p kho\u1ea3ng c\u00e1ch tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng"},"content":{"rendered":"
Trong b\u1ed1i c\u1ea3nh vi\u1ec7c \u1ee9ng d\u1ee5ng k\u1ef9 thu\u1eadt s\u1ed1 trong kinh doanh ng\u00e0y t\u0103ng v\u1ecdt, nh\u1eefng doanh nghi\u1ec7p c\u00f3 th\u1ec3 ph\u00e1t tri\u1ec3n m\u1ea1nh l\u00e0 th\u01b0\u01a1ng hi\u1ec7u c\u00f3 th\u1ec3 hi\u1ec3u r\u00f5 nhu c\u1ea7u v\u00e0 th\u00e1ch th\u1ee9c m\u00e0 kh\u00e1ch h\u00e0ng \u0111ang g\u1eb7p ph\u1ea3i.<\/p>\n

12 th\u00e1ng qua l\u00e0 m\u1ed9t kh\u00f3a h\u1ecdc quan tr\u1ecdng v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\u00a0d\u00e0nh cho c\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o. Trong su\u1ed1t n\u0103m v\u00e0 2021, c\u00e1c doanh nghi\u1ec7p \u0111\u00e3 bu\u1ed9c ph\u1ea3i xem x\u00e9t l\u1ea1i m\u1ecdi \u0111i\u1ec3m\u00a0 ch\u1ea1m c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 x\u00e2y d\u1ef1ng l\u1ea1i h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh \u2013 v\u1edbi t\u1ed1c \u0111\u1ed9 k\u1ef7 l\u1ee5c.<\/p>\n

Theo m\u1ed9t cu\u1ed9c kh\u1ea3o s\u00e1t \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n b\u1edfi McKinsey v\u1edbi c\u00e1c gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh c\u1ea5p C v\u00e0 c\u00e1c tr\u01b0\u1edfng nh\u00f3m kinh doanh c\u1ea5p cao: s\u00e1ng ki\u1ebfn \u200b\u200bchuy\u1ec3n \u0111\u1ed5i s\u1ed1 cho doanh nghi\u1ec7p Hoa K\u1ef3 \u0111\u00e3 \u0111\u01b0\u1ee3c r\u00fat ng\u1eafn t\u1eeb ba \u0111\u1ebfn b\u1ed1n n\u0103m do c\u00e1c c\u00f4ng ty bu\u1ed9c ph\u1ea3i k\u00edch ho\u1ea1t gi\u1ea3i ph\u00e1p m\u1edbi \u0111\u1ec3 ti\u1ebfp c\u1eadn v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng.<\/p>\n

\"\u0110\u1ed9ng<\/p>\n

\u0110\u1ed9ng l\u1ef1c ph\u00eda sau nh\u1eefng n\u1ed7 l\u1ef1c chuy\u1ec3n \u0111\u1ed5i s\u1ed1 nhanh ch\u00f3ng c\u1ee7a doanh nghi\u1ec7p l\u00e0 S\u1ef1 \u0111\u1ed3ng c\u1ea3m<\/p>\n<\/div>\n

\u0110\u1ed9ng l\u1ef1c ph\u00eda sau nh\u1eefng n\u1ed7 l\u1ef1c chuy\u1ec3n \u0111\u1ed5i s\u1ed1 n\u00e0y? S\u1ef1 \u0111\u1ed3ng c\u1ea3m. Khi vi\u1ec7c \u1ee9ng d\u1ee5ng c\u00e1c k\u00eanh s\u1ed1 t\u0103ng v\u1ecdt, doanh nghi\u1ec7p c\u00f3 th\u1ec3 ph\u00e1t tri\u1ec3n m\u1ea1nh l\u00e0 nh\u1eefng doanh nghi\u1ec7p hi\u1ec3u \u2013 v\u00e0 nh\u1ea1y c\u1ea3m \u2013 v\u1edbi nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 kh\u00f3 kh\u0103n m\u00e0 h\u1ecd ph\u1ea3i \u0111\u1ed1i m\u1eb7t.<\/p>\n

L\u00e3nh \u0111\u1ea1o c\u00e1c doanh nghi\u1ec7p \u0111\u00e3 \u01b0u ti\u00ean c\u00e1c s\u00e1ng ki\u1ebfn \u200b\u200bchuy\u1ec3n \u0111\u1ed5i s\u1ed1, kh\u00f4ng ch\u1ec9 \u0111\u1ec3 qu\u1ea3n l\u00fd c\u00e1c giao d\u1ecbch mua h\u00e0ng m\u00e0 c\u00f2n \u0111\u1ec3 d\u1ef1 \u0111o\u00e1n k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng. Kh\u1ea3o s\u00e1t c\u1ee7a Gartner v\u1edbi h\u01a1n 6.000 kh\u00e1ch h\u00e0ng \u0111\u00e3 nh\u1ea5n m\u1ea1nh nhu c\u1ea7u v\u1ec1 c\u00e1c ph\u01b0\u01a1ng th\u1ee9c kinh doanh \u0111\u1ec1 cao s\u1ef1 \u0111\u1ed3ng c\u1ea3m, cho th\u1ea5y r\u1eb1ng c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ch\u1ee7 \u0111\u1ed9ng (d\u1ef1 \u0111o\u00e1n nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng) \u0111\u00e3 l\u00e0m t\u0103ng \u0111i\u1ec3m qu\u1ea3ng c\u00e1o v\u00e0 \u0111i\u1ec3m h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00ean t\u1ed1i \u0111a.<\/p>\n

B\u00e2y gi\u1edd, sau h\u01a1n m\u1ed9t n\u0103m gi\u00e1n \u0111o\u1ea1n kinh doanh d\u01b0\u1edbi t\u00e1c \u0111\u1ed9ng c\u1ee7a Covid-19, kho\u1ea3ng c\u00e1ch tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ti\u1ebfp t\u1ee5c l\u00e0 m\u1ed9t th\u00e1ch th\u1ee9c \u0111\u1ed1i v\u1edbi h\u1ea7u h\u1ebft m\u1ecdi l\u0129nh v\u1ef1c. C\u00e1c doanh nghi\u1ec7p \u0111\u00e3 ph\u1ea3i b\u1eaft k\u1ecbp v\u1edbi b\u1ed1i c\u1ea3nh: l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p tr\u00ean c\u00e1c k\u00eanh tr\u1ef1c tuy\u1ebfn t\u0103ng \u0111\u00e1ng k\u1ec3, r\u1ea5t nhi\u1ec1u ng\u01b0\u1eddi di chuy\u1ec3n ho\u00e0n to\u00e0n tr\u00ean n\u1ec1n t\u1ea3ng k\u1ef9 thu\u1eadt s\u1ed1 \u2013 duy\u1ec7t website c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u, s\u1eed d\u1ee5ng \u1ee9ng d\u1ee5ng v\u00e0 chuy\u1ec3n \u0111\u1ed5i gi\u1eefa c\u00e1c m\u1ea1ng x\u00e3 h\u1ed9i m\u1ed9t c\u00e1ch th\u01b0\u1eddng xuy\u00ean.<\/p>\n

Sau chuy\u1ebfn t\u00e0u l\u01b0\u1ee3n si\u00eau t\u1ed1c trong n\u0103m qua, c\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o doanh nghi\u1ec7p \u0111ang ph\u1ea3i \u0111\u1ed1i m\u1eb7t v\u1edbi nhi\u1ec1u c\u00e2u h\u1ecfi: L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng? L\u00e0m c\u00e1ch n\u00e0o \u0111\u1ec3 t\u0103ng gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng? V\u00e0, quan tr\u1ecdng h\u01a1n, l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 t\u0103ng doanh thu?<\/p>\n

Ch\u00eca kh\u00f3a c\u1ee7a nh\u1eefng th\u00e1ch th\u1ee9c n\u00e0y n\u1eb1m \u1edf kh\u1ea3 n\u0103ng thu h\u1eb9p kho\u1ea3ng c\u00e1ch tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\u00a0 b\u1eb1ng c\u00e1ch x\u00e2y d\u1ef1ng c\u00e1c ph\u01b0\u01a1ng th\u1ee9c kinh doanh \u0111\u1ed3ng c\u1ea3m h\u01a1n.<\/p>\n

\"Kho\u1ea3ng<\/p>\n

Kho\u1ea3ng c\u00e1ch tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

Kho\u1ea3ng c\u00e1ch tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/h2>\n

Kho\u1ea3ng c\u00e1ch tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1eadp trung v\u00e0o k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng trong khi th\u01b0\u01a1ng hi\u1ec7u kh\u00f4ng c\u00f3 kh\u1ea3 n\u0103ng \u0111\u00e1p \u1ee9ng nh\u1eefng k\u1ef3 v\u1ecdng \u0111\u00f3: th\u01b0\u01a1ng hi\u1ec7u tin r\u1eb1ng h\u1ecd \u0111ang cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng h\u00e0ng \u0111\u1ea7u c\u00f2n ng\u01b0\u1eddi ti\u00eau d\u00f9ng cho bi\u1ebft tr\u1ea3i nghi\u1ec7m th\u01b0\u01a1ng hi\u1ec7u k\u00e9m h\u00e0i l\u00f2ng.<\/p>\n

Kh\u00e1i ni\u1ec7m n\u00e0y kh\u00f4ng ph\u1ea3i l\u00e0 m\u1edbi. H\u01a1n 5 n\u0103m tr\u01b0\u1edbc, nghi\u00ean c\u1ee9u cho th\u1ea5y 85% th\u01b0\u01a1ng hi\u1ec7u tin r\u1eb1ng h\u1ecd mang l\u1ea1i tr\u1ea3i nghi\u1ec7m m\u1eabu m\u1ef1c cho kh\u00e1ch h\u00e0ng, trong khi ch\u01b0a \u0111\u1ebfn 65% kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u1edbi tr\u1ea3i nghi\u1ec7m th\u01b0\u01a1ng hi\u1ec7u mang l\u1ea1i.<\/p>\n

S\u1ef1 m\u1ea5t k\u1ebft n\u1ed1i gi\u1eefa c\u00e1c th\u01b0\u01a1ng hi\u1ec7u v\u00e0 kh\u00e1ch h\u00e0ng ch\u1ec9 gia t\u0103ng trong n\u0103m qua do m\u1ed9t s\u1ed1 l\u00fd do:<\/p>\n

D\u00e2n s\u1ed1 Gen Z \u0111ang t\u0103ng nhanh h\u01a1n b\u1ea5t k\u1ef3 nh\u00f3m nh\u00e2n kh\u1ea9u h\u1ecdc n\u00e0o kh\u00e1c. Nh\u1eefng ng\u01b0\u1eddi tr\u1ebb tu\u1ed5i n\u00e0y l\u00e0 \u201cb\u1ea3n \u0111\u1ecba k\u1ef9 thu\u1eadt s\u1ed1\u201d \u2013 h\u1ecd \u0111\u00e3 tr\u01b0\u1edfng th\u00e0nh tr\u00ean m\u00e0n h\u00ecnh, \u0111i\u1ec1u h\u01b0\u1edbng cu\u1ed9c s\u1ed1ng th\u00f4ng qua c\u00e1c thi\u1ebft b\u1ecb di \u0111\u1ed9ng. Ph\u00e2n kh\u00fac ng\u01b0\u1eddi ti\u00eau d\u00f9ng n\u00e0y kh\u00f4ng k\u1ebft n\u1ed1i v\u1edbi th\u01b0\u01a1ng hi\u1ec7u th\u00f4ng qua m\u1ed9t k\u00eanh duy nh\u1ea5t. H\u1ecd t\u01b0\u01a1ng t\u00e1c v\u00e0 nhanh ch\u00f3ng tho\u00e1t kh\u1ecfi h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng; truy c\u1eadp t\u00e0i kho\u1ea3n m\u1ea1ng x\u00e3 h\u1ed9i c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u, so s\u00e1nh c\u00e1c s\u1ea3n ph\u1ea9m tr\u00ean Amazon, t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh n\u1eb1m ngo\u00e0i t\u1ea7m ki\u1ec3m so\u00e1t c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u. S\u1ef1 gia t\u0103ng xu h\u01b0\u1edbng \u0111a k\u00eanh c\u1ee7a Gen Z ng\u00e0y c\u00e0ng tr\u1edf n\u00ean quan tr\u1ecdng h\u01a1n \u0111\u1ed1i v\u1edbi h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng, \u0111\u1ed3ng th\u1eddi c\u0169ng n\u1edbi r\u1ed9ng kho\u1ea3ng c\u00e1ch tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n

Kh\u00f4ng ch\u1ec9 d\u1eebng l\u1ea1i \u1edf y\u1ebfu t\u1ed1 nh\u00e2n kh\u1ea9u h\u1ecdc c\u1ee5 th\u1ec3, trong th\u1eddi k\u1ef3 \u0111\u1ea1i d\u1ecbch, nhi\u1ec1u ng\u01b0\u1eddi ti\u00eau d\u00f9ng chuy\u1ec3n sang trang x\u00e3 h\u1ed9i c\u1ee7a doanh nghi\u1ec7p \u2013 kh\u00f4ng nh\u1eefng \u0111\u1ec3 nghi\u00ean c\u1ee9u s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 m\u00e0 c\u00f2n \u0111\u1ec3 mua s\u1ea3n ph\u1ea9m, t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u khi c\u00f3 th\u1eafc m\u1eafc v\u1ec1 s\u1ea3n ph\u1ea9m ho\u1eb7c v\u1ea5n \u0111\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.<\/p>\n

V\u1edbi vi\u1ec7c gi\u1edbi thi\u1ec7u kh\u1ea3 n\u0103ng mua h\u00e0ng trong \u1ee9ng d\u1ee5ng tr\u00ean website nh\u01b0 Facebook v\u00e0 Instagram, to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng gi\u1edd \u0111\u00e2y c\u00f3 th\u1ec3 di\u1ec5n ra trong m\u1ed9t l\u1ea7n truy c\u1eadp tr\u00ean trang m\u1ea1ng x\u00e3 h\u1ed9i c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u \u2013 m\u1ed9t l\u1ea7n n\u1eefa, tr\u00ean c\u00e1c n\u1ec1n t\u1ea3ng kh\u00f4ng do th\u01b0\u01a1ng hi\u1ec7u tr\u1ef1c ti\u1ebfp ki\u1ec3m so\u00e1t ho\u1eb7c s\u1edf h\u1eefu. Xu h\u01b0\u1edbng th\u01b0\u01a1ng m\u1ea1i x\u00e3 h\u1ed9i n\u00e0y c\u00f3 ngh\u0129a l\u00e0 c\u00e1c th\u01b0\u01a1ng hi\u1ec7u ph\u1ea3i \u0111\u01b0a ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c m\u1edbi \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh, thu h\u00fat v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng b\u00ean ngo\u00e0i c\u00e1c t\u00e0i s\u1ea3n k\u1ef9 thu\u1eadt s\u1ed1 thu\u1ed9c s\u1edf h\u1eefu c\u1ee7a h\u1ecd.<\/p>\n

\"Thu<\/p>\n

Thu h\u1eb9p kho\u1ea3ng c\u00e1ch v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 thu h\u1eb9p kho\u1ea3ng c\u00e1ch v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng?<\/h2>\n

N\u1ebfu KPI ch\u00ednh c\u1ee7a b\u1ea1n l\u00e0 t\u0103ng tr\u01b0\u1edfng doanh thu, th\u00ec tr\u1ecdng t\u00e2m c\u1ee7a b\u1ea1n n\u00ean l\u00e0 t\u0103ng t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n v\u00e0 t\u0103ng gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng. Nh\u1eefng m\u1ee5c ti\u00eau n\u00e0y song h\u00e0nh v\u1edbi tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng \u2013 v\u1ed1n \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng d\u1ef1a tr\u00ean s\u1ef1 \u0111\u1ed3ng c\u1ea3m. Kh\u00e1ch h\u00e0ng mu\u1ed1n kinh doanh v\u1edbi c\u00e1c th\u01b0\u01a1ng hi\u1ec7u quan t\u00e2m \u0111\u1ebfn h\u1ecd v\u00e0 th\u1ec3 hi\u1ec7n c\u00e1c gi\u00e1 tr\u1ecb t\u01b0\u01a1ng t\u1ef1 m\u00e0 h\u1ecd h\u01b0\u1edbng t\u1edbi. (N\u0103m ngo\u00e1i, m\u1ed9t cu\u1ed9c kh\u1ea3o s\u00e1t v\u1edbi h\u01a1n 1.000 ng\u01b0\u1eddi ti\u00eau d\u00f9ng Hoa K\u1ef3 cho th\u1ea5y 60% mu\u1ed1n c\u00e1c c\u00f4ng ty c\u00f3 quan \u0111i\u1ec3m v\u1ec1 c\u00e1c v\u1ea5n \u0111\u1ec1 x\u00e3 h\u1ed9i.)<\/p>\n

C\u00e1c th\u01b0\u01a1ng hi\u1ec7u mu\u1ed1n ph\u00e1t tri\u1ec3n c\u01a1 s\u1edf kh\u00e1ch h\u00e0ng, t\u0103ng t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n v\u00e0 doanh thu ph\u1ea3i ch\u1ee9ng minh r\u1eb1ng h\u1ecd quan t\u00e2m kh\u00f4ng ch\u1ec9 \u0111\u1ebfn kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n quan t\u00e2m \u0111\u1ebfn c\u00e1c v\u1ea5n \u0111\u1ec1 x\u00e3 h\u1ed9i v\u00e0 th\u1ebf gi\u1edbi n\u00f3i chung. C\u00e1c th\u01b0\u01a1ng hi\u1ec7u thi\u1ebfu s\u00f3t trong vi\u1ec7c g\u1eafn gi\u00e1 tr\u1ecb c\u1ee7a h\u1ecd v\u1edbi gi\u00e1 tr\u1ecb c\u1ee7a kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 n\u1edbi r\u1ed9ng kho\u1ea3ng c\u00e1ch tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n c\u00f3 nguy c\u01a1 m\u1ea5t h\u00e0ng tri\u1ec7u \u0111\u00f4 la doanh thu.<\/p>\n

Tr\u00ean th\u1ef1c t\u1ebf, ba n\u0103m tr\u01b0\u1edbc, Forbes \u0111\u00e3 b\u00e1o c\u00e1o r\u1eb1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng k\u00e9m \u0111\u00e3 khi\u1ebfn c\u00e1c doanh nghi\u1ec7p m\u1ea5t 75 t\u1ef7 \u0111\u00f4 la m\u1ed7i n\u0103m, do nhi\u1ec1u ng\u01b0\u1eddi ti\u00eau d\u00f9ng r\u1eddi \u0111i v\u00ec h\u1ecd kh\u00f4ng c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 cao.<\/p>\n

Trong khi xu h\u01b0\u1edbng \u0111\u1ed3ng c\u1ea3m h\u01a1n v\u1edbi kh\u00e1ch h\u00e0ng \u0111\u00e3 b\u1eaft \u0111\u1ea7u \u0111\u01b0\u1ee3c ch\u00fa \u00fd t\u1eeb tr\u01b0\u1edbc \u0111\u1ea1i d\u1ecbch, COVID-19 \u0111\u00e3 th\u00fac \u0111\u1ea9y m\u1ea1nh m\u1ebd nhu c\u1ea7u c\u00e1c doanh nghi\u1ec7p th\u1ec3 hi\u1ec7n s\u1ef1 \u0111\u1ed3ng c\u1ea3m h\u01a1n \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh. Vi\u1ec7c cung c\u1ea5p tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c l\u00e0 ch\u01b0a \u0111\u1ee7. Th\u01b0\u01a1ng hi\u1ec7u ph\u1ea3i quan t\u00e2m \u0111\u1ebfn c\u1ed9ng \u0111\u1ed3ng m\u00e0 h\u1ecd ph\u1ee5c v\u1ee5. \u0110\u1ed5i l\u1ea1i, th\u1ef1c h\u00e0nh \u0111\u1ed3ng c\u1ea3m s\u1ebd x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 c\u1ea3i thi\u1ec7n t\u1ef7 l\u1ec7 duy tr\u00ec, d\u1eabn \u0111\u1ebfn t\u0103ng doanh thu cao v\u00e0 k\u1ebft qu\u1ea3 kinh doanh.<\/p>\n

\"\u0110\u1ec3<\/p>\n

\u0110\u1ec3 s\u1ef1 \u0111\u1ed3ng c\u1ea3m tr\u1edf th\u00e0nh v\u0103n ho\u00e1 c\u1ed1t l\u00f5i c\u1ee7a doanh nghi\u1ec7p<\/p>\n<\/div>\n

Chi\u1ebfn thu\u1eadt \u0111\u1ec3 \u0111\u1ed3ng c\u1ea3m tr\u1edf th\u00e0nh y\u1ebfu t\u1ed1 c\u1ed1t l\u00f5i trong kinh doanh<\/h2>\n

N\u1ebfu b\u1ea1n mu\u1ed1n \u0111\u1eb7t s\u1ef1 \u0111\u1ed3ng c\u1ea3m tr\u1edf th\u00e0nh c\u1ed1t l\u00f5i trong tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, b\u1ea1n ph\u1ea3i c\u00f3 m\u1ed9t ng\u01b0\u1eddi \u0111\u1ea1i di\u1ec7n cho \u0111i\u1ec1u \u0111\u00f3 trong n\u1ed9i b\u1ed9 \u2013 ng\u01b0\u1eddi th\u1ee9c d\u1eady m\u1ed7i s\u00e1ng ch\u1ec9 t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng v\u00e0 tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n

\u0110\u00f3 ch\u00ednh l\u00e0 ng\u01b0\u1eddi kh\u00f4ng b\u1ecb r\u00e0ng bu\u1ed9c v\u1edbi con s\u1ed1 v\u1ec1 doanh thu \u0111\u1ec3 c\u00f3 kh\u1ea3 n\u0103ng xem x\u00e9t to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng, \u0111\u1ea3m b\u1ea3o m\u1ed7i \u0111i\u1ec3m ti\u1ebfp x\u00fac \u0111\u1ec1u ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 t\u1eeb \u0111\u00f3 x\u00e1c \u0111\u1ecbnh \u0111i\u1ec1u g\u00ec t\u1ed1t nh\u1ea5t v\u1edbi h\u1ecd.<\/p>\n

M\u1ed9t b\u01b0\u1edbc quan tr\u1ecdng kh\u00e1c \u0111\u1ec3 x\u00e2y d\u1ef1ng m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ed3ng c\u1ea3m: \u0111\u1ea3m b\u1ea3o m\u1ecdi nh\u00e2n vi\u00ean \u0111\u1ec1u hi\u1ec3u \u201ct\u1ea7m nh\u00ecn\u201d \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y c\u00f3 ngh\u0129a l\u00e0 m\u1ecdi th\u00e0nh vi\u00ean, ngay c\u1ea3 nh\u1eefng ng\u01b0\u1eddi c\u00f3 th\u1ec3 kh\u00f4ng tr\u1ef1c ti\u1ebfp ti\u1ebfp x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng, \u0111\u1ec1u bi\u1ebft c\u00f4ng vi\u1ec7c c\u1ee7a h\u1ecd t\u00e1c \u0111\u1ed9ng \u0111\u1ebfn kh\u00e1ch h\u00e0ng nh\u01b0 th\u1ebf n\u00e0o.<\/p>\n

V\u00ed d\u1ee5: m\u1ed9t ng\u01b0\u1eddi n\u00e0o \u0111\u00f3 trong b\u1ed9 ph\u1eadn k\u1ebf to\u00e1n \u2013 kh\u00f4ng li\u00ean quan tr\u1ef1c ti\u1ebfp \u0111\u1ebfn c\u00e1c t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng. Thay v\u00e0o \u0111\u00f3, vi\u1ec7c c\u1ee7a h\u1ecd l\u00e0 t\u1eadp trung x\u00e2y d\u1ef1ng c\u00e1c quy tr\u00ecnh giao d\u1ecbch v\u00e0 \u0111\u1ea3m b\u1ea3o n\u00f3 mang l\u1ea1i l\u1ee3i \u00edch cho doanh nghi\u1ec7p. Ng\u01b0\u1eddi n\u00e0y c\u00f3 th\u1ec3 kh\u00f4ng ngh\u0129 v\u1ec1 kh\u00e1ch h\u00e0ng, nh\u01b0ng c\u00e1c quy tr\u00ecnh giao d\u1ecbch m\u00e0 h\u1ecd thi\u1ebft k\u1ebf l\u1ea1i c\u00f3 th\u1ec3 \u1ea3nh h\u01b0\u1edfng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn c\u00e1ch kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u00e0 c\u1ea3m nh\u1eadn v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u. T\u1ea7m nh\u00ecn c\u1ee7a h\u1ecd \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng cho ph\u00e9p h\u1ecd hi\u1ec3u c\u00e1ch c\u00f4ng vi\u1ec7c c\u1ee7a m\u00ecnh s\u1ebd \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 c\u1ea3i thi\u1ec7n n\u00f3.<\/p>\n

Khi nh\u00e2n vi\u00ean \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh d\u1ef1a tr\u00ean g\u00f3c nh\u00ecn c\u1ee7a h\u1ecd \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng, h\u1ecd s\u1ebd gi\u00fap x\u00e2y d\u1ef1ng m\u1ed9t khu\u00f4n kh\u1ed5 \u0111\u1ed3ng c\u1ea3m h\u01a1n.<\/p>\n

Cu\u1ed1i c\u00f9ng, \u0111\u1ec3 tr\u1edf th\u00e0nh m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u th\u1ef1c s\u1ef1 \u0111\u1ed3ng c\u1ea3m, m\u1ed9t t\u1ed5 ch\u1ee9c doanh nghi\u1ec7p ph\u1ea3i bi\u1ebfn s\u1ef1 \u0111\u1ed3ng c\u1ea3m tr\u1edf th\u00e0nh c\u1ed1t l\u00f5i. N\u00f3 ph\u1ea3i l\u00e0 \u0111\u1ed9ng l\u1ef1c \u0111\u1eb1ng sau chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u0169ng nh\u01b0 l\u00e0 m\u1ed9t th\u00e0nh ph\u1ea7n quan tr\u1ecdng c\u1ee7a v\u0103n h\u00f3a c\u00f4ng ty.<\/p>\n

M\u1ed9t th\u01b0\u01a1ng hi\u1ec7u c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng \u0111\u1ea7y \u0111\u1ee7 c\u00e1c ph\u01b0\u01a1ng ph\u00e1p \u0111\u1ed3ng c\u1ea3m \u1edf m\u1ecdi c\u1ea5p \u0111\u1ed9 s\u1ebd c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh trong c\u01a1 s\u1edf kh\u00e1ch h\u00e0ng v\u00e0 t\u1ea1o ra k\u1ebft qu\u1ea3 l\u00e2u d\u00e0i, thu h\u1eb9p kho\u1ea3ng c\u00e1ch tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, mang l\u1ea1i doanh thu l\u1edbn trong nhi\u1ec1u n\u0103m t\u1edbi.<\/p>\n

Theo\u00a0Mark Zablan<\/em><\/p>\n

B\u00e0i li\u00ean quan:<\/em><\/p>\n

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  • C\u00e1ch Adidas tri \u00e2n kh\u00e1ch h\u00e0ng trong \u0111\u1ea1i d\u1ecbch Covid-19<\/em><\/li>\n
  • 10 l\u1eddi khuy\u00ean khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng ch\u1ee7 \u0111\u1ed9ng tr\u00f2 chuy\u1ec7n \u2013 P1<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

    12 th\u00e1ng qua l\u00e0 m\u1ed9t kh\u00f3a h\u1ecdc quan tr\u1ecdng v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\u00a0d\u00e0nh cho c\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o. Trong su\u1ed1t n\u0103m v\u00e0 2021, c\u00e1c doanh nghi\u1ec7p \u0111\u00e3 bu\u1ed9c ph\u1ea3i xem x\u00e9t l\u1ea1i m\u1ecdi \u0111i\u1ec3m\u00a0 ch\u1ea1m c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 x\u00e2y d\u1ef1ng l\u1ea1i h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh \u2013 v\u1edbi t\u1ed1c \u0111\u1ed9 k\u1ef7 l\u1ee5c.<\/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\/52359"}],"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=52359"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52359\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=52359"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=52359"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=52359"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}