{"id":5250,"date":"2023-11-29T21:46:11","date_gmt":"2023-11-29T21:46:11","guid":{"rendered":"https:\/\/masterskills.org\/blog\/?p=5250"},"modified":"2023-12-21T11:01:23","modified_gmt":"2023-12-21T04:01:23","slug":"7-cach-tang-trai-nghiem-khach-hang","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/7-cach-tang-trai-nghiem-khach-hang.html","title":{"rendered":"7 C\u00e1ch t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng"},"content":{"rendered":"

D\u01b0\u1edbi \u0111\u00e2y l\u00e0 7 c\u00e1ch \u0111\u1ec3 t\u1ea1o ra m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi, gi\u00fap doanh nghi\u1ec7p c\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng doanh thu hi\u1ec7u qu\u1ea3, c\u1ee5 th\u1ec3:<\/p>\n

T\u1ea1o t\u1ea7m nh\u00ecn r\u00f5 r\u00e0ng cho doanh nghi\u1ec7p<\/b><\/h3>\n

B\u01b0\u1edbc \u0111\u1ea7u ti\u00ean trong chi\u1ebfn l\u01b0\u1ee3c t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 t\u1ea1o ra cho doanh nghi\u1ec7p m\u1ed9t t\u1ea7m nh\u00ecn r\u00f5 r\u00e0ng v\u00e0 t\u1eadp trung tr\u1ecdng t\u00e2m v\u00e0o kh\u00e1ch h\u00e0ng. Hay n\u00f3i c\u00e1ch kh\u00e1c, \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh t\u1ea7m nh\u00ecn, b\u1ea1n c\u1ea7n t\u1ea1o ra m\u1ed9t t\u1eadp h\u1ee3p c\u00e1c nguy\u00ean t\u1eafc.<\/p>\n

V\u00ed d\u1ee5, Zappos \u2013 m\u1ed9t c\u00f4ng ty gia \u0111\u00ecnh v\u1ec1 th\u1eddi trang v\u00e0 gi\u00e0y d\u00e9p b\u00e1n l\u1ebb c\u1ee7a M\u1ef9 \u0111\u00e3 s\u1eed d\u1ee5ng c\u00e1c gi\u00e1 tr\u1ecb c\u1ed1t l\u00f5i trong gia \u0111\u00ecnh c\u1ee7a h\u1ecd \u0111\u1ec3 \u00e1p d\u1ee5ng v\u00e0o v\u0103n h\u00f3a c\u00f4ng ty. Trong \u0111\u00f3, t\u00f4n ch\u1ec9 c\u00f4ng ty n\u00e0y l\u00e0 t\u1ea1o ra s\u1ef1 ng\u1ea1c nhi\u00ean cho kh\u00e1ch h\u00e0ng th\u00f4ng qua nh\u1eefng d\u1ecbch v\u1ee5 si\u00eau t\u1ed1t v\u00e0 lu\u00f4n b\u00ecnh t\u0129nh \u0111\u00f3n nh\u1eadn \u0111\u00e1nh gi\u00e1 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

M\u1ed9t khi nh\u1eefng nguy\u00ean t\u1eafc \u0111\u00e3 \u0111\u01b0\u1ee3c \u00e1p d\u1ee5ng, ch\u00fang s\u1ebd th\u00fac \u0111\u1ea9y h\u00e0nh vi c\u1ee7a m\u1ecdi th\u00e0nh vi\u00ean trong t\u1ed5 ch\u1ee9c. C\u00e1c nh\u00e2n vi\u00ean n\u00ean thu\u1ed9c l\u00f2ng nh\u1eefng nguy\u00ean t\u1eafc n\u00e0y v\u00e0 ch\u00fang ph\u1ea3i \u0111\u01b0\u1ee3c \u0111\u01b0a v\u00e0o t\u1ea5t c\u1ea3 n\u1ed9i dung \u0111\u00e0o t\u1ea1o, ph\u00e1t tri\u1ec3n.<\/p>\n

T\u1ea1o t\u1ea7m nh\u00ecn r\u00f5 r\u00e0ng cho doanh nghi\u1ec7p gi\u00fap t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/figcaption><\/figure>\n

Ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng v\u00e0 t\u1ea1o persona<\/b><\/h3>\n

B\u01b0\u1edbc ti\u1ebfp theo \u0111\u00f3 l\u00e0 th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng. N\u1ebfu doanh nghi\u1ec7p c\u1ee7a b\u1ea1n th\u1ef1c s\u1ef1 hi\u1ec3u r\u00f5 nhu c\u1ea7u, mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng, th\u00ec nh\u1eefng g\u00ec b\u1ea1n c\u1ea7n l\u00e0m l\u00e0 k\u1ebft n\u1ed1i v\u00e0 \u0111\u1ed3ng c\u1ea3m v\u1edbi t\u00ecnh hu\u1ed1ng m\u00e0 kh\u00e1ch h\u00e0ng \u0111ang ph\u1ea3i \u0111\u1ed1i m\u1eb7t.<\/p>\n

M\u1ed9t c\u00e1ch \u0111\u1ec3 l\u00e0m \u0111i\u1ec1u n\u00e0y \u0111\u00f3 ch\u00ednh l\u00e0 ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng v\u00e0 t\u1ea1o persona (h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng). H\u00e3y c\u1ed1 g\u1eafng \u0111\u1eb7t cho m\u1ed7i ng\u01b0\u1eddi m\u1ed9t c\u00e1i t\u00ean v\u00e0 t\u00ednh c\u00e1ch. V\u00ed d\u1ee5: H\u00f9ng 20 tu\u1ed5i, nhanh nh\u1ea1y v\u1ec1 c\u00f4ng ngh\u1ec7 \u0111\u1ec3 t\u1ef1 l\u00e0m theo video h\u01b0\u1edbng d\u1eabn \u0111\u1eb7t h\u00e0ng, trong khi Lan (30 tu\u1ed5i) c\u1ea7n c\u00f3 s\u1ef1 tr\u1ee3 gi\u00fap m\u1edbi c\u00f3 th\u1ec3 l\u00e0m theo c\u00e1c h\u01b0\u1edbng d\u1eabn tr\u00ean trang web.<\/p>\n

B\u1eb1ng c\u00e1ch t\u1ea1o persona, b\u1ed9 ph\u1eadn h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng trong doanh nghi\u1ec7p c\u00f3 th\u1ec3 nh\u1eadn ra kh\u00e1ch h\u00e0ng m\u00ecnh ch\u0103m s\u00f3c l\u00e0 ai v\u00e0 c\u00f3 th\u1ec3 ngay l\u1eadp t\u1ee9c hi\u1ec3u t\u00e2m l\u00fd c\u1ee7a h\u1ecd khi nh\u00ecn v\u00e0o. \u0110\u00e2y c\u0169ng l\u00e0 m\u1ed9t b\u01b0\u1edbc quan tr\u1ecdng \u0111\u1ec3 kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1 tr\u1edf th\u00e0nh trung t\u00e2m.<\/p>\n

K\u1ebft n\u1ed1i c\u1ea3m x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n<\/b><\/h3>\n

B\u1ea1n \u0111\u00e3 nghe th\u1ea5y c\u1ee5m t\u1eeb \u201cc\u1ee7a cho kh\u00f4ng b\u1eb1ng c\u00e1ch cho\u201d bao gi\u1edd ch\u01b0a? C\u00e2u n\u00f3i n\u00e0y c\u0169ng \u0111\u01b0\u1ee3c \u1ee9ng d\u1ee5ng trong kinh doanh, \u0111\u00f3 ch\u00ednh l\u00e0 c\u00e1ch b\u1ea1n mang t\u1edbi cho kh\u00e1ch h\u00e0ng m\u1ed9t tr\u1ea3i nghi\u1ec7m t\u1ed1t nh\u1ea5t h\u01a1n l\u00e0 gi\u00e1 tr\u1ecb m\u00f3n qu\u00e0 b\u1ea1n t\u1eb7ng h\u1ecd.\u00a0D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t trong nh\u1eefng v\u00ed d\u1ee5 v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi c\u00f3 th\u1ec3 t\u1ea1o k\u1ebft n\u1ed1i c\u1ea3m x\u00fac \u0111\u1ebfn t\u1eeb th\u01b0\u01a1ng hi\u1ec7u Zappos:<\/p>\n

Chuy\u1ec7n l\u00e0 c\u00f3 m\u1ed9t kh\u00e1ch h\u00e0ng \u0111\u1ebfn tr\u1ea3 l\u1ea1i \u0111\u00f4i gi\u00e0y cho c\u1eeda h\u00e0ng Zappos m\u00e0 c\u00f4 \u1ea5y \u0111\u00e3 mua c\u00e1ch \u0111\u00f3 kh\u00f4ng l\u00e2u. Nh\u01b0ng do m\u1eb9 c\u1ee7a c\u00f4 \u1ea5y qua \u0111\u1eddi n\u00ean c\u00f4 \u1ea5y \u0111\u00e3 \u0111\u1ebfn tr\u1ea3 h\u00e0ng mu\u1ed9n. Khi Zappos bi\u1ebft \u0111\u01b0\u1ee3c chuy\u1ec7n n\u00e0y, h\u1ecd \u0111\u00e3 chuy\u1ec3n m\u1ed9t \u0111\u00f4i gi\u00e0y kh\u00e1c cho c\u00f4 g\u00e1i m\u00e0 kh\u00f4ng t\u00ednh ph\u00ed. Ch\u01b0a d\u1eebng l\u1ea1i \u1edf \u0111\u00f3, Zappos c\u00f2n g\u1eedi t\u1edbi nh\u00e0 c\u1ee7a v\u1ecb kh\u00e1ch n\u00e0y m\u1ed9t b\u00f3 hoa c\u00f9ng v\u1edbi l\u1eddi chia bu\u1ed3n c\u1ee7a h\u1ecd d\u00e0nh cho gia \u0111\u00ecnh c\u00f4.<\/p>\n

V\u00ed d\u1ee5 v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ee7a Zappos<\/figcaption><\/figure>\n

Nghi\u00ean c\u1ee9u c\u1ee7a t\u1ea1p ch\u00ed Journal of Consumer Research \u0111\u00e3 ph\u00e1t hi\u1ec7n ra r\u1eb1ng h\u01a1n 50% tr\u1ea3i nghi\u1ec7m d\u1ef1a tr\u00ean c\u1ea3m x\u00fac s\u1ebd d\u1eabn \u0111\u1ebfn quy\u1ebft \u0111\u1ecbnh. Kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean trung th\u00e0nh b\u1edfi v\u00ec h\u1ecd g\u1eafn b\u00f3 v\u1ec1 m\u1eb7t t\u00ecnh c\u1ea3m v\u00e0 h\u1ecd nh\u1edb nh\u1eefng c\u1ea3m gi\u00e1c khi s\u1eed d\u1ee5ng m\u1ed9t s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5. M\u1ed9t doanh nghi\u1ec7p c\u00f3 k\u1ebft n\u1ed1i c\u1ea3m x\u00fac s\u1ebd v\u01b0\u1ee3t tr\u1ed9i h\u01a1n c\u00e1c \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh 85% v\u1ec1 m\u1ee9c t\u0103ng tr\u01b0\u1edfng doanh s\u1ed1 b\u00e1n h\u00e0ng.<\/p>\n

Theo m\u1ed9t nghi\u00ean c\u1ee9u g\u1ea7n \u0111\u00e2y c\u1ee7a Harvard Business Review c\u00f3 ti\u00eau \u0111\u1ec1 \u201cKhoa h\u1ecdc v\u1ec1 c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng\u201d, nh\u1eefng kh\u00e1ch h\u00e0ng g\u1eafn b\u00f3 v\u1ec1 m\u1eb7t c\u1ea3m x\u00fac s\u1edf h\u1eefu:<\/p>\n

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  • T\u1ef7 l\u1ec7 gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 cao h\u01a1n \u00edt nh\u1ea5t ba l\u1ea7n so v\u1edbi kh\u00e1ch h\u00e0ng th\u00f4ng th\u01b0\u1eddng.<\/li>\n
  • C\u00f3 kh\u1ea3 n\u0103ng mua l\u1ea1i cao g\u1ea5p 3 l\u1ea7n.<\/li>\n
  • \u00cdt c\u00f3 kh\u1ea3 n\u0103ng mua s\u1eafm s\u1ea3n ph\u1ea9m c\u1ee7a nh\u1eefng doanh nghi\u1ec7p kh\u00e1c (44% kh\u00e1ch h\u00e0ng cho bi\u1ebft h\u1ecd hi\u1ebfm khi ho\u1eb7c kh\u00f4ng bao gi\u1edd s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m c\u1ee7a doanh nghi\u1ec7p kh\u00e1c).<\/li>\n
  • \u00cdt nh\u1ea1y c\u1ea3m v\u1ec1 gi\u00e1 h\u01a1n (33% kh\u00e1ch h\u00e0ng cho bi\u1ebft h\u1ecd ch\u1ec9 c\u1ea7n gi\u1ea3m gi\u00e1 tr\u00ean 20% l\u00e0 \u0111\u00e3 c\u00f3 th\u1ec3 ra quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng).<\/li>\n<\/ul>\n

    K\u1ecbp th\u1eddi n\u1eafm b\u1eaft ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/b><\/h3>\n

    L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 bi\u1ebft li\u1ec7u b\u1ea1n c\u00f3 \u0111ang t\u1ea1o ra nh\u1eefng \u201cwow moments\u201d trong tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hay kh\u00f4ng?\u00a0\u0110\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u n\u00e0y b\u1ea1n c\u1ea7n ghi l\u1ea1i ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng theo th\u1eddi gian th\u1ef1c. H\u00e3y s\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 tr\u00f2 chuy\u1ec7n tr\u1ef1c ti\u1ebfp \u0111\u1ec3 trao \u0111\u1ed5i v\u1edbi h\u1ecd th\u1eddi gian th\u1ef1c. Khi ho\u00e0n t\u1ea5t, b\u1ea1n n\u00ean g\u1eedi email ti\u1ebfp theo cho kh\u00e1ch h\u00e0ng v\u00e0 s\u1eed d\u1ee5ng nh\u1eefng cu\u1ed9c kh\u1ea3o s\u00e1t sau t\u01b0\u01a1ng t\u00e1c, hay m\u1ed9t s\u1ed1 c\u00f4ng c\u1ee5 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u1ef1.<\/p>\n

    N\u1eafm b\u1eaft ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng gi\u00fap t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/figcaption><\/figure>\n

    T\u1ea5t nhi\u00ean, b\u1ea1n c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n nh\u1eefng cu\u1ed9c g\u1ecdi Outbound Sales \u0111\u1ec3 nh\u1eadn \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i s\u00e2u s\u1eafc h\u01a1n. \u0110i\u1ec1u quan tr\u1ecdng n\u1eefa l\u00e0 sau khi nh\u1eadn ph\u1ea3n h\u1ed3i kh\u00f4ng t\u1ed1t c\u1ee7a kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u1ea7n l\u00ean k\u1ebf ho\u1ea1ch \u0111\u1ec3 gi\u1ea3i quy\u1ebft nh\u1eefng v\u01b0\u1edbng m\u1eafc m\u00e0 h\u1ecd \u0111ang g\u1eb7p ph\u1ea3i m\u1ed9t c\u00e1ch kh\u00e9o l\u00e9o nh\u1ea5t. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 l\u00e0m t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 \u0111em v\u1ec1 nh\u1eefng hi\u1ec7u \u1ee9ng t\u00edch c\u1ef1c cho c\u00f4ng vi\u1ec7c kinh doanh sau n\u00e0y.<\/p>\n

    \u0110\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng c\u1ee7a qu\u00e1 tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/b><\/h3>\n

    B\u1eb1ng c\u00e1ch l\u00e0m theo c\u00e1c b\u01b0\u1edbc tr\u00ean, b\u00e2y gi\u1edd b\u1ea1n \u0111\u00e3 c\u00f3 th\u1ec3 bi\u1ebft kh\u00e1ch h\u00e0ng ngh\u0129 g\u00ec v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p. Ti\u1ebfp theo, h\u00e3y ti\u1ebfn h\u00e0nh so s\u00e1nh k\u1ebft qu\u1ea3 n\u00e0y v\u1edbi c\u00e1c nguy\u00ean t\u1eafc tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u00e3 x\u00e1c \u0111\u1ecbnh ban \u0111\u1ea7u. \u1ede \u0111\u00e2y, b\u1ea1n c\u0169ng c\u1ea7n x\u00e1c \u0111\u1ecbnh thang \u0111o c\u1ee5 th\u1ec3 \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng cho c\u00e1c th\u00e0nh vi\u00ean trong b\u1ed9 ph\u1eadn h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng.<\/p>\n

    Nhi\u1ec1u t\u1ed5 ch\u1ee9c \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng qua vi\u1ec7c li\u00ean l\u1ea1c, giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng qua \u0111i\u1ec7n tho\u1ea1i v\u00e0 email. \u0110\u1ec3 n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng h\u01a1n n\u1eefa, b\u1ea1n c\u1ea7n t\u1ed5 ch\u1ee9c c\u00e1c bu\u1ed5i hu\u1ea5n luy\u1ec7n, h\u1ecdc tr\u1ef1c tuy\u1ebfn v\u00e0 \u0111\u00e0o t\u1ea1o \u0111\u1ed9i nh\u00f3m c\u1ee7a m\u00ecnh.<\/p>\n

    Thu th\u1eadp ph\u1ea3n h\u1ed3i\/nh\u1eadn x\u00e9t c\u1ee7a nh\u00e2n vi\u00ean<\/b><\/h3>\n

    H\u1ea7u h\u1ebft c\u00e1c doanh nghi\u1ec7p s\u1ebd c\u00f3 m\u1ed9t quy tr\u00ecnh kh\u1ea3o s\u00e1t h\u00e0ng n\u0103m gi\u00fap h\u1ecd n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i c\u1ee7a nh\u00e2n vi\u00ean v\u00e0 nh\u1eadn \u0111\u01b0\u1ee3c nh\u1eefng chia s\u1ebb v\u1ec1 c\u00e1ch c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. \u0110\u00e2y c\u0169ng l\u00e0 k\u00eanh th\u00f4ng tin \u0111\u1ec3 ng\u01b0\u1eddi qu\u1ea3n l\u00fd bi\u1ebft \u0111\u01b0\u1ee3c c\u1ea3m nh\u1eadn c\u1ee7a nh\u00e2n vi\u00ean v\u1ec1 doanh nghi\u1ec7p.<\/p>\n

    \u0110o l\u01b0\u1eddng ch\u00ednh x\u00e1c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\u00a0<\/b><\/h3>\n

    V\u00e0 cu\u1ed1i c\u00f9ng, l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 b\u1ea1n bi\u1ebft li\u1ec7u t\u1ea5t c\u1ea3 kho\u1ea3n \u0111\u1ea7u t\u01b0 c\u1ee7a m\u00ecnh v\u00e0o \u0111\u1ed9i ng\u0169 nh\u00e2n vi\u00ean, quy tr\u00ecnh v\u00e0 c\u00f4ng ngh\u1ec7 c\u00f3 \u0111ang ho\u1ea1t \u0111\u1ed9ng hi\u1ec7u qu\u1ea3 hay kh\u00f4ng? C\u00e2u tr\u1ea3 l\u1eddi n\u1eb1m \u1edf k\u1ebft qu\u1ea3 kinh doanh m\u00e0 doanh nghi\u1ec7p \u0111\u1ea1t \u0111\u01b0\u1ee3c.<\/p>\n

    \u0110o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t th\u00e1ch th\u1ee9c l\u1edbn m\u00e0 c\u00e1c doanh nghi\u1ec7p ph\u1ea3i \u0111\u1ed1i m\u1eb7t. \u0110\u00f3 l\u00e0 l\u00fd do nhi\u1ec1u c\u00f4ng ty th\u01b0\u1eddng s\u1eed d\u1ee5ng c\u00f4ng th\u1ee9c NPS \u0111\u1ec3 thu th\u1eadp nh\u1eefng th\u00f4ng tin c\u00f3 gi\u00e1 tr\u1ecb b\u1eb1ng c\u00e1ch \u0111\u1eb7t m\u1ed9t c\u00e2u h\u1ecfi \u0111\u01a1n gi\u1ea3n: \u201cB\u1ea1n c\u00f3 mu\u1ed1n gi\u1edbi thi\u1ec7u c\u00f4ng ty ch\u00fang t\u00f4i cho b\u1ea1n b\u00e8 ho\u1eb7c ng\u01b0\u1eddi th\u00e2n kh\u00f4ng?\u201d<\/p>\n

    NPS l\u00e0 m\u1ed9t chu\u1ea9n m\u1ef1c ph\u00f9 h\u1ee3p \u0111\u1ec3 \u0111o l\u01b0\u1eddng ch\u1ec9 s\u1ed1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. B\u1edfi r\u1ea5t nhi\u1ec1u doanh nghi\u1ec7p s\u1eed d\u1ee5ng c\u00f4ng th\u1ee9c n\u00e0y l\u00e0m th\u01b0\u1edbc \u0111o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ti\u00eau chu\u1ea9n. Tr\u00ean th\u1ef1c t\u1ebf, vi\u1ec7c th\u1ef1c hi\u1ec7n \u0111o l\u01b0\u1eddng v\u1edbi NPS c\u1ef1c k\u1ef3 \u0111\u01a1n gi\u1ea3n. Do \u0111\u00f3, c\u00f4ng th\u1ee9c n\u00e0y \u0111\u00e3 tr\u1edf th\u00e0nh c\u00f4ng c\u1ee5 y\u00eau th\u00edch c\u1ee7a nhi\u1ec1u c\u00f4ng ty.<\/p>\n

    Ph\u01b0\u01a1ng ph\u00e1p \u0111o l\u01b0\u1eddng v\u00e0 ph\u00e2n t\u00edch tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/b><\/h2>\n

    Tr\u00ean \u0111\u00e2y ch\u00fang ta \u0111\u00e3 t\u00ecm hi\u1ec3u xong 7 c\u00e1ch t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. V\u1eady l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p \u0111ang \u1edf m\u1ee9c \u0111\u1ed9 n\u00e0o? L\u00e0m sao \u0111\u1ec3 ph\u00e2n t\u00edch v\u00e0 \u0111\u00e1nh gi\u00e1, t\u1eeb \u0111\u00f3 \u0111\u01b0a ra nh\u1eefng gi\u1ea3i ph\u00e1p ph\u00f9 h\u1ee3p? D\u01b0\u1edbi \u0111\u00e2y l\u00e0 c\u00e1c ch\u1ec9 s\u1ed1 ph\u1ed5 bi\u1ebfn nh\u1ea5t b\u1ea1n c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng \u0111\u1ec3 \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p.<\/p>\n

    \u0110o l\u01b0\u1eddng v\u00e0 ph\u00e2n t\u00edch tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng gi\u00fap t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/figcaption><\/figure>\n

    \u0110\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng<\/b><\/h3>\n

    Vi\u1ec7c t\u00ednh to\u00e1n, \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t ph\u01b0\u01a1ng ph\u00e1p tr\u1ecdng t\u00e2m \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y gi\u00fap b\u1ea1n bi\u1ebft \u0111\u00f3 l\u00e0 kh\u00e1ch h\u00e0ng y\u00eau th\u00edch, trung l\u1eadp, hay kh\u00f4ng th\u00edch th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n. \u0110\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng b\u1eb1ng c\u00e1ch kh\u1ea3o s\u00e1t v\u00e0 ph\u00e2n chia c\u00e1c m\u1ee9c \u0111i\u1ec3m t\u1eeb th\u00edch cho t\u1edbi kh\u00f4ng th\u00edch (c\u00f3 th\u1ec3 c\u1ee5 th\u1ec3 h\u00f3a b\u1eb1ng thang \u0111i\u1ec3m). \u0110i\u1ec1u n\u00e0y gi\u00fap c\u1ea3i thi\u1ec7n m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng v\u00e0 l\u00e0m t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng cho doanh nghi\u1ec7p.<\/p>\n

    Ph\u00e2n t\u00edch h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng<\/b><\/h3>\n

    M\u1ed9t ph\u01b0\u01a1ng ph\u00e1p kh\u00e1c \u0111\u1ec3 \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 s\u1eed d\u1ee5ng s\u1ed1 li\u1ec7u ph\u00e2n t\u00edch h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng. Tr\u01b0\u1edbc khi thu th\u1eadp d\u1eef li\u1ec7u n\u00e0y, b\u1ea1n c\u1ea7n hi\u1ec3u v\u1ec1 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh m\u1ed9t c\u00e1ch s\u00e2u s\u1eafc. \u0110\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u \u0111\u00f3, b\u1ea1n c\u1ea7n t\u1ea1o b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (Customer Journey). N\u1ed9i dung s\u1ebd bao g\u1ed3m c\u00e1c c\u00e2u tr\u1ea3 l\u1eddi v\u1ec1 nhu c\u1ea7u v\u00e0 s\u1ef1 kh\u00f3 kh\u0103n m\u00e0 kh\u00e1ch h\u00e0ng \u0111ang g\u1eb7p ph\u1ea3i. \u0110i\u1ec1u n\u00e0y gi\u00fap c\u1ea3i thi\u1ec7n, \u0111\u00e1p \u1ee9ng cho kh\u00e1ch h\u00e0ng nh\u1eefng \u0111i\u1ec1u m\u00e0 doanh nghi\u1ec7p ch\u01b0a t\u1eebng ngh\u0129 \u0111\u1ebfn.<\/p>\n

    X\u00e1c \u0111\u1ecbnh t\u1ef7 l\u1ec7 kh\u00e1ch r\u1eddi b\u1ecf\u00a0<\/b><\/h3>\n

    Vi\u1ec7c kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u l\u00e0 vi\u1ec7c kh\u00f4ng th\u1ec3 tr\u00e1nh kh\u1ecfi, v\u00ec v\u1eady b\u1ea1n c\u1ea7n ph\u1ea3i t\u00ecm hi\u1ec3u l\u00fd do t\u1ea1i sao kh\u00e1ch h\u00e0ng kh\u00f4ng ti\u1ebfp t\u1ee5c s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5, s\u1ea3n ph\u1ea9m c\u1ee7a doanh nghi\u1ec7p. T\u1eeb nh\u1eefng nguy\u00ean nh\u00e2n \u0111\u00f3 b\u1ea1n c\u00f3 th\u1ec3 t\u1ea1o ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c c\u1ee5 th\u1ec3 \u0111\u1ec3 gi\u1ea3m thi\u1ec3u t\u1ef7 l\u1ec7 kh\u00e1ch r\u1eddi b\u1ecf c\u00e0ng nhi\u1ec1u c\u00e0ng t\u1ed1t.<\/p>\n

    X\u00e1c \u0111\u1ecbnh l\u00fd do kh\u00e1ch r\u1eddi b\u1ecf gi\u00fap t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/figcaption><\/figure>\n

    \u0110\u1ec3 x\u00e1c ch\u00ednh x\u00e1c, h\u00e3y \u0111o l\u01b0\u1eddng t\u1ef7 l\u1ec7 n\u00e0y trong m\u1ed9t kho\u1ea3ng th\u1eddi gian nh\u1ea5t \u0111\u1ecbnh (c\u00f3 th\u1ec3 t\u1eeb 1 \u2013 6 th\u00e1ng). Ki\u1ec3m tra t\u1ed5ng s\u1ed1 kh\u00e1ch b\u1ea1n c\u00f3 \u0111\u01b0\u1ee3c v\u00e0 s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf\/kh\u00f4ng ti\u1ebfp t\u1ee5c mua h\u00e0ng trong kho\u1ea3ng th\u1eddi gian n\u00e0y. T\u1eeb \u0111\u00e2y, b\u1ea1n s\u1ebd x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf v\u00e0 \u0111\u00e1nh gi\u00e1, t\u00ecm hi\u1ec3u nguy\u00ean nh\u00e2n d\u1eabn \u0111\u1ebfn t\u00ecnh tr\u1ea1ng n\u00e0y. B\u1ea1n c\u00f3 th\u1ec3 li\u00ean l\u1ea1c \u0111\u1ec3 h\u1ecfi tr\u1ef1c ti\u1ebfp kh\u00e1ch h\u00e0ng ho\u1eb7c g\u1eedi form kh\u1ea3o s\u00e1t \u0111\u1ec3 bi\u1ebft c\u1ea3m nh\u1eadn c\u1ee7a h\u1ecd v\u1ec1 s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 m\u00e0 doanh nghi\u1ec7p cung c\u1ea5p.\u00a0<\/b><\/p>\n

    Tr\u00ean \u0111\u00e2y l\u00e0 kh\u00e1i ni\u1ec7m v\u00e0 nh\u1eefng \u00fd t\u01b0\u1edfng n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3. Doanh nghi\u1ec7p n\u00e0o t\u1ea1o ra tr\u1ea3i nghi\u1ec7m t\u1ed1t cho kh\u00e1ch h\u00e0ng s\u1ebd c\u00f3 l\u1ee3i th\u1ebf c\u1ea1nh tranh m\u1ea1nh m\u1ebd, c\u00f3 \u0111\u01b0\u1ee3c l\u00f2ng trung th\u00e0nh c\u1ee7a h\u1ecd. T\u1eeb \u0111\u00f3 doanh nghi\u1ec7p c\u00f3 th\u1ec3 duy tr\u00ec l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng \u1ed5n \u0111\u1ecbnh v\u00e0 t\u1ea1o ra nhi\u1ec1u kh\u00e1ch h\u00e0ng m\u1edbi.<\/p>\n

    FAQ<\/b><\/h2>\n

    Nh\u1eefng y\u1ebfu t\u1ed1 g\u00e2y ra tr\u1ea3i nghi\u1ec7m x\u1ea5u cho kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/b><\/h3>\n

    Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed3i t\u1ec7 c\u00f3 nhi\u1ec1u h\u00ecnh d\u1ea1ng v\u00e0 quy m\u00f4, nh\u01b0ng m\u1ed9t s\u1ed1 v\u1ea5n \u0111\u1ec1 ph\u1ed5 bi\u1ebfn nh\u1ea5t th\u01b0\u1eddng th\u1ea5y s\u1ebd bao g\u1ed3m:<\/p>\n

      \n
    • Th\u1eddi gian ch\u1edd \u0111\u1ee3i l\u00e2u.<\/li>\n
    • Nh\u00e2n vi\u00ean kh\u00f4ng hi\u1ec3u r\u00f5 v\u00e0 kh\u00f4ng n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n
    • C\u00e1c v\u1ea5n \u0111\u1ec1\/c\u00e2u h\u1ecfi c\u1ee7a kh\u00e1ch h\u00e0ng ch\u01b0a \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft.<\/li>\n
    • T\u1ef1 \u0111\u1ed9ng h\u00f3a qu\u00e1 nhi\u1ec1u, kh\u00f4ng c\u00f3 s\u1ef1 ti\u1ebfp x\u00fac gi\u1eefa ng\u01b0\u1eddi v\u1edbi ng\u01b0\u1eddi.<\/li>\n
    • D\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p kh\u00f4ng \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a.<\/li>\n
    • Nh\u00e2n vi\u00ean th\u00f4 l\u1ed7 ho\u1eb7c c\u00f3 th\u00e1i \u0111\u1ed9 gi\u1eadn d\u1eef v\u1edbi kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n

      H\u00e3y m\u1edf l\u00f2ng v\u00e0 \u0111\u00f3n nh\u1eadn ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng! Sau \u0111\u00f3, doanh nghi\u1ec7p c\u1ea7n t\u00ecm c\u00e1ch gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 th\u1eadt tri\u1ec7t \u0111\u1ec3, nh\u1eb1m gi\u1ea3m thi\u1ec3u t\u00e1c \u0111\u1ed9ng c\u1ee7a nh\u1eefng y\u1ebfu t\u1ed1 ti\u00eau c\u1ef1c t\u1edbi kh\u00e1ch h\u00e0ng. T\u1eeb \u0111\u00f3 b\u1ea1n m\u1edbi c\u00f3 th\u1ec3 t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, khi\u1ebfn h\u1ecd quay l\u1ea1i nhi\u1ec1u l\u1ea7n.<\/p>\n

      Th\u1ebf n\u00e0o \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc?<\/b><\/h3>\n

      Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc l\u00e0 nh\u1eefng tr\u1ea3i nghi\u1ec7m khi\u1ebfn kh\u00e1ch h\u00e0ng quay tr\u1edf l\u1ea1i v\u00e0 ti\u1ebfp t\u1ee5c s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 ho\u1eb7c s\u1ea3n ph\u1ea9m c\u1ee7a doanh nghi\u1ec7p. \u0110\u1ed3ng th\u1eddi kh\u00e1ch h\u00e0ng s\u1ebd l\u00e0 ng\u01b0\u1eddi \u1ee7ng h\u1ed9 doanh nghi\u1ec7p, th\u01b0\u1eddng xuy\u00ean nh\u1eafc \u0111\u1ebfn nh\u1eefng tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd cho c\u00e1c kh\u00e1ch h\u00e0ng kh\u00e1c, t\u1ea1o ra hi\u1ec7u \u1ee9ng Marketing \u201ctruy\u1ec1n mi\u1ec7ng\u201d c\u1ef1c m\u1ea1nh m\u1ebd. Do \u0111\u00f3 doanh nghi\u1ec7p c\u1ea7n l\u00e0m m\u1ecdi c\u00e1ch \u0111\u1ec3 t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n","protected":false},"excerpt":{"rendered":"

      D\u01b0\u1edbi \u0111\u00e2y l\u00e0 7 c\u00e1ch \u0111\u1ec3 t\u1ea1o ra m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi, gi\u00fap doanh nghi\u1ec7p c\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng doanh thu hi\u1ec7u qu\u1ea3, c\u1ee5 th\u1ec3: T\u1ea1o t\u1ea7m nh\u00ecn r\u00f5 r\u00e0ng cho doanh nghi\u1ec7p B\u01b0\u1edbc \u0111\u1ea7u ti\u00ean trong chi\u1ebfn l\u01b0\u1ee3c t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng […]<\/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\/5250"}],"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=5250"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/5250\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=5250"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=5250"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=5250"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}