{"id":5254,"date":"2023-11-29T17:43:50","date_gmt":"2023-11-29T17:43:50","guid":{"rendered":"https:\/\/masterskills.org\/blog\/?p=5254"},"modified":"2023-11-29T12:07:53","modified_gmt":"2023-11-29T12:07:53","slug":"40-lieu-thong-ke-ve-dich-vu-khach-hang-buoc-phai-biet","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/40-lieu-thong-ke-ve-dich-vu-khach-hang-buoc-phai-biet.html","title":{"rendered":"40 S\u1ed1 li\u1ec7u th\u1ed1ng k\u00ea v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng bu\u1ed9c ph\u1ea3i bi\u1ebft"},"content":{"rendered":"

T\u1ea7m quan tr\u1ecdng c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ch\u1ea5t l\u01b0\u1ee3ng cao<\/strong><\/h3>\n

1. 90% ng\u01b0\u1eddi M\u1ef9 s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng nh\u01b0 m\u1ed9t y\u1ebfu t\u1ed1 quy\u1ebft \u0111\u1ecbnh c\u00f3 n\u00ean l\u00e0m kinh doanh v\u1edbi m\u1ed9t c\u00f4ng ty hay kh\u00f4ng.<\/p>\n

2. Chi ph\u00ed \u0111\u1ea7u t\u01b0 v\u00e0o m\u1ed9t kh\u00e1ch h\u00e0ng m\u1edbi cao h\u01a1n t\u1eeb 5 \u0111\u1ebfn 25 l\u1ea7n so v\u1edbi vi\u1ec7c gi\u1eef nh\u1eefng kh\u00e1ch h\u00e0ng hi\u1ec7n c\u00f3.<\/p>\n

3. 49% ng\u01b0\u1eddi ti\u00eau d\u00f9ng M\u1ef9 chuy\u1ec3n \u0111\u1ed5i c\u00f4ng ty v\u00e0o n\u0103m ngo\u00e1i do d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng k\u00e9m.<\/p>\n

4. 81% ng\u01b0\u1eddi M\u1ef9 tin r\u1eb1ng doanh nghi\u1ec7p \u0111ang \u0111\u00e1p \u1ee9ng ho\u1eb7c v\u01b0\u1ee3t qu\u00e1 mong \u0111\u1ee3i d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd.<\/p>\n

S\u1ee9c m\u1ea1nh c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi<\/strong><\/h3>\n

5. 73% kh\u00e1ch h\u00e0ng y\u00eau m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u v\u00e0 v\u1eabn trung th\u00e0nh v\u00ec \u0111\u1ea1i di\u1ec7n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ec7n.<\/p>\n

6. 68% kh\u00e1ch h\u00e0ng cho bi\u1ebft \u0111\u1ea1i di\u1ec7n d\u1ecbch v\u1ee5 l\u00e0 ch\u00eca kh\u00f3a cho tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 t\u00edch c\u1ef1c. 62% n\u00f3i r\u1eb1ng \u0111i\u1ec1u n\u00e0y c\u0169ng m\u1ed9t ph\u1ea7n do ki\u1ebfn th\u1ee9c ho\u1eb7c s\u1ef1 th\u00e1o v\u00e1t c\u1ee7a \u0111\u1ea1i di\u1ec7n.<\/p>\n

7. Ng\u01b0\u1eddi ti\u00eau d\u00f9ng s\u1eb5n s\u00e0ng chi th\u00eam 17% cho m\u1ed9t c\u00f4ng ty c\u00f3 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc.<\/p>\n

8. 77% kh\u00e1ch h\u00e0ng mu\u1ed1n gi\u1edbi thi\u1ec7u m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u cho b\u1ea1n b\u00e8 sau khi c\u00f3 m\u1ed9t tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c duy nh\u1ea5t.<\/p>\n

9. 93% kh\u00e1ch h\u00e0ng c\u00f3 kh\u1ea3 n\u0103ng mua h\u00e0ng l\u1eb7p l\u1ea1i v\u1edbi c\u00e1c c\u00f4ng ty cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi.<\/p>\n

C\u00e1i gi\u00e1 c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng k\u00e9m<\/strong><\/h3>\n

10. L\u00fd do s\u1ed1 1 kh\u00e1ch h\u00e0ng chuy\u1ec3n sang m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u m\u1edbi l\u00e0 c\u1ea3m th\u1ea5y kh\u00f4ng \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 cao.<\/p>\n

11. 50% kh\u00e1ch h\u00e0ng \u0111\u00e3 \u0111\u1ec3 l\u1ea1i m\u1ed9t\u00a0th\u01b0\u01a1ng hi\u1ec7u<\/strong>\u00a0cho m\u1ed9t \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh c\u00f3 kh\u1ea3 n\u0103ng \u1edf l\u1ea1i ph\u00f9 h\u1ee3p h\u01a1n v\u00e0 \u0111\u00e1p \u1ee9ng t\u1ed1t h\u01a1n nhu c\u1ea7u c\u1ee7a h\u1ecd.<\/p>\n

12. Ph\u1ea3i m\u1ea5t 12 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c \u0111\u1ec3 b\u00f9 \u0111\u1eafp cho m\u1ed9t tr\u1ea3i nghi\u1ec7m ti\u00eau c\u1ef1c.<\/p>\n

13. 78% kh\u00e1ch h\u00e0ng s\u1ebd kh\u00f4ng mua l\u1ea1i d\u1ecbch v\u1ee5 v\u00ec d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng k\u00e9m.<\/p>\n

C\u00e1c k\u00eanh t\u1ed1t nh\u1ea5t cho d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/strong><\/h3>\n

14. 54% kh\u00e1ch h\u00e0ng \u0111\u00e3 s\u1eed d\u1ee5ng email cho d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0o n\u0103m ngo\u00e1i, l\u00e0m cho email tr\u1edf th\u00e0nh k\u00eanh k\u1ef9 thu\u1eadt s\u1ed1 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng nhi\u1ec1u nh\u1ea5t cho d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.<\/p>\n

15. 62% kh\u00e1ch h\u00e0ng mu\u1ed1n li\u00ean l\u1ea1c v\u1edbi c\u00e1c c\u00f4ng ty qua email cho d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. 48% mu\u1ed1n s\u1eed d\u1ee5ng \u0111i\u1ec7n tho\u1ea1i, 42% tr\u00f2 chuy\u1ec7n tr\u1ef1c ti\u1ebfp v\u00e0 36% li\u00ean h\u1ec7 qua bi\u1ec3u m\u1eabu (form) \u201cLi\u00ean h\u1ec7 v\u1edbi ch\u00fang t\u00f4i\u201d.<\/p>\n

16. Kh\u00e1ch h\u00e0ng th\u00edch \u0111\u01b0\u1ee3c t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u00e1c k\u00eanh h\u1ed7 tr\u1ee3 \u0111a chi\u1ec1u qua l\u1ea1i h\u01a1n t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh \u201ct\u1ef1 ph\u1ee5c v\u1ee5\u201d kh\u00e1c. Ki\u1ec3u nh\u01b0: Khi kh\u00e1ch h\u00e0ng h\u1ecfi v\u1ec1 c\u00e1c m\u00f3n \u0103n trong menu th\u00ec h\u1ecd c\u1ea7n ng\u01b0\u1eddi t\u01b0 v\u1ea5n h\u01a1n l\u00e0 h\u1ecd ph\u1ea3i t\u1ef1 \u0111i t\u00ecm hi\u1ec3u m\u1ecdi th\u1ee9.<\/p>\n

17. 79% ng\u01b0\u1eddi d\u00f9ng internet M\u1ef9 \u0111ang \u1edf tr\u00ean Facebook, l\u00e0m cho n\u00f3 tr\u1edf th\u00e0nh n\u1ec1n t\u1ea3ng truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i ph\u1ed5 bi\u1ebfn nh\u1ea5t.<\/p>\n

18. Millenials (Gen Y<\/strong>\u00a0sinh t\u1eeb n\u0103m 1980 \u0111\u1ebfn 1998) th\u00edch tr\u00f2 chuy\u1ec7n tr\u1ef1c ti\u1ebfp cho d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng h\u01a1n m\u1ecdi k\u00eanh truy\u1ec1n th\u00f4ng kh\u00e1c.<\/p>\n

Nh\u1eefng th\u1ea5t v\u1ecdng kh\u00e1ch h\u00e0ng \u0111ang ph\u1ea3i \u0111\u1ed1i m\u1eb7t<\/strong><\/h3>\n

19. 33% kh\u00e1ch h\u00e0ng th\u1ea5t v\u1ecdng nh\u1ea5t v\u00ec ph\u1ea3i ch\u1edd \u0111\u1ee3i. 33% th\u1ea5t v\u1ecdng nh\u1ea5t khi ph\u1ea3i l\u1eb7p l\u1ea1i nhi\u1ec1u l\u1ea7n v\u1edbi nhi\u1ec1u \u0111\u1ea1i di\u1ec7n h\u1ed7 tr\u1ee3.<\/p>\n

20. 50% ng\u01b0\u1eddi mua h\u00e0ng tin r\u1eb1ng ph\u1ea3n h\u1ed3i c\u1ee7a h\u1ecd kh\u00f4ng \u0111\u1ebfn \u0111\u01b0\u1ee3c ng\u01b0\u1eddi th\u1ef1c s\u1ef1 \u0111\u1ee7 th\u1ea7m quy\u1ec1n \u0111\u1ec3 gi\u1ea3i quy\u1ebft \u0111\u01b0\u1ee3c.<\/p>\n

21. 40% kh\u00e1ch h\u00e0ng mu\u1ed1n \u0111\u1ea1i di\u1ec7n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ch\u0103m s\u00f3c nhu c\u1ea7u c\u1ee7a h\u1ecd nhanh h\u01a1n.<\/p>\n

22. M\u1ed9t kh\u00e1ch h\u00e0ng c\u00f3 kh\u1ea3 n\u0103ng chuy\u1ec3n \u0111\u1ed5i \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh g\u1ea5p 04 l\u1ea7n n\u1ebfu v\u1ea5n \u0111\u1ec1 h\u1ecd g\u1eb7p ph\u1ea3i l\u00e0 d\u1ef1a tr\u00ean d\u1ecbch v\u1ee5.<\/p>\n

Chia s\u1ebb kinh nghi\u1ec7m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/strong><\/h3>\n

23. Kh\u00e1ch h\u00e0ng M\u1ef9 h\u1ea1nh ph\u00fac s\u1ebd chia s\u1ebb kinh nghi\u1ec7m t\u00edch c\u1ef1c c\u1ee7a h\u1ecd v\u1edbi kho\u1ea3ng 11 ng\u01b0\u1eddi.<\/p>\n

24. Kh\u00e1ch h\u00e0ng gi\u1eadn d\u1eef c\u1ee7a M\u1ef9 s\u1ebd chia s\u1ebb tr\u1ea3i nghi\u1ec7m ti\u00eau c\u1ef1c c\u1ee7a h\u1ecd v\u1edbi kho\u1ea3ng 15 ng\u01b0\u1eddi.<\/p>\n

25. 35% kh\u00e1ch h\u00e0ng M\u1ef9 \u0111\u0103ng b\u00ecnh lu\u1eadn ti\u00eau c\u1ef1c v\u1ec1 c\u00e1c c\u00f4ng ty tr\u00ean ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i, nh\u01b0ng 53% \u0111\u0103ng b\u00ecnh lu\u1eadn t\u00edch c\u1ef1c.<\/p>\n

26. 62% kh\u00e1ch h\u00e0ng n\u00f3i r\u1eb1ng h\u1ecd s\u1ebd chia s\u1ebb kinh nghi\u1ec7m t\u1ed3i t\u1ec7 c\u1ee7a h\u1ecd v\u1edbi ng\u01b0\u1eddi kh\u00e1c.<\/p>\n

C\u01a1 h\u1ed9i kinh doanh c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.<\/strong><\/h3>\n

27. 80% kh\u00e1ch h\u00e0ng M\u1ef9 h\u00e0i l\u00f2ng v\u1edbi d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng hi\u1ec7n \u0111\u01b0\u1ee3c cung c\u1ea5p b\u1edfi c\u00e1c doanh nghi\u1ec7p c\u1ee7a h\u1ecd.<\/p>\n

28. T\u0103ng t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng ch\u1ec9 5% c\u00f3 th\u1ec3 t\u0103ng l\u1ee3i nhu\u1eadn t\u1eeb 25% \u0111\u1ebfn 95%.<\/p>\n

29. Doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u0103ng doanh thu t\u1eeb 4% \u0111\u1ebfn 8% so v\u1edbi th\u1ecb tr\u01b0\u1eddng c\u1ee7a h\u1ecd khi h\u1ecd \u01b0u ti\u00ean tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n.<\/p>\n

30. 73% c\u00e1c c\u00f4ng ty c\u00f3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u201ctr\u00ean trung b\u00ecnh\u201d ho\u1ea1t \u0111\u1ed9ng t\u00e0i ch\u00ednh t\u1ed1t h\u01a1n so v\u1edbi \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh.<\/p>\n

Th\u1ed1ng k\u00ea kinh nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/strong><\/h3>\n

31. 70% h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean c\u00e1ch m\u00e0 kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y h\u1ecd \u0111ang \u0111\u01b0\u1ee3c \u0111\u1ed1i x\u1eed.<\/p>\n

32. T\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i c\u00e1c k\u00eanh tr\u1ef1c tuy\u1ebfn c\u1ee7a b\u1ea1n c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n kho\u1ea3ng 8% khi b\u1ea1n \u01b0u ti\u00ean c\u00e1c tr\u1ea3i nghi\u1ec7m ti\u00eau d\u00f9ng \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a.<\/p>\n

33. Trung b\u00ecnh, kho\u1ea3ng 21% c\u00e1c \u0111\u1ea1i l\u00fd d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng h\u1ecfi t\u00ean c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

34. 71% ng\u01b0\u1eddi ti\u00eau d\u00f9ng (16 \u2013 24 tu\u1ed5i) tin r\u1eb1ng ph\u1ea3n h\u1ed3i nhanh t\u1eeb nh\u00f3m d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n \u0111\u00e1ng k\u1ec3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd.<\/p>\n

35. Trung b\u00ecnh, c\u00e1c c\u00f4ng ty \u0111\u1ea7u t\u01b0 v\u00e0o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd c\u0169ng quan s\u00e1t th\u1ea5y s\u1ef1 c\u1ea3i thi\u1ec7n trong s\u1ef1 tham gia c\u1ee7a nh\u00e2n vi\u00ean kho\u1ea3ng 20%.<\/p>\n

Th\u1ed1ng k\u00ea s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong><\/h3>\n

36. 90% kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1 c\u00e2u tr\u1ea3 l\u1eddi \u201cngay l\u1eadp t\u1ee9c\u201d l\u00e0 quan tr\u1ecdng ho\u1eb7c r\u1ea5t quan tr\u1ecdng khi h\u1ecd c\u00f3 c\u00e2u h\u1ecfi v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. 60% kh\u00e1ch h\u00e0ng \u0111\u1ecbnh ngh\u0129a \u201cngay l\u1eadp t\u1ee9c\u201d l\u00e0 10 ph\u00fat ho\u1eb7c \u00edt h\u01a1n.<\/p>\n

37. 87% ng\u01b0\u1eddi ti\u00eau d\u00f9ng tin r\u1eb1ng c\u00e1c c\u00f4ng ty c\u1ea7n cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng nh\u1ea5t qu\u00e1n h\u01a1n.<\/p>\n

38. 35% kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i c\u00f3 th\u1ec3 li\u00ean h\u1ec7 v\u1edbi c\u00f9ng m\u1ed9t trung t\u00e2m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng th\u00f4ng qua b\u1ea5t k\u1ef3 k\u00eanh li\u00ean h\u1ec7 n\u00e0o.<\/p>\n

39. 73% ng\u01b0\u1eddi ti\u00eau d\u00f9ng n\u00f3i r\u1eb1ng \u0111\u1ecbnh gi\u00e1 th\u1eddi gian c\u1ee7a h\u1ecd l\u00e0 \u0111i\u1ec1u quan tr\u1ecdng nh\u1ea5t m\u00e0 c\u00f4ng ty c\u00f3 th\u1ec3 l\u00e0m khi cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.<\/p>\n

40. \u0110i\u1ec3m qu\u1ea3ng b\u00e1 (Net Promoter Score \u2013 M\u1ee9c \u0111\u1ed9 kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u1edbi th\u01b0\u01a1ng hi\u1ec7u) c\u00f3 gi\u00e1 tr\u1ecb tr\u1ecdn \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng (Customer Lifetime Value \u2013 CLV) cao h\u01a1n t\u1eeb 600% \u2013 1400% so v\u1edbi nh\u00f3m kh\u00e1ch h\u00e0ng \u201cth\u00edch g\u00e2y r\u1ed1i\u201d ch\u1ec9 s\u1eed d\u1ee5ng m\u1ed9t l\u1ea7n.<\/p>\n","protected":false},"excerpt":{"rendered":"

T\u1ea7m quan tr\u1ecdng c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ch\u1ea5t l\u01b0\u1ee3ng cao 1. 90% ng\u01b0\u1eddi M\u1ef9 s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng nh\u01b0 m\u1ed9t y\u1ebfu t\u1ed1 quy\u1ebft \u0111\u1ecbnh c\u00f3 n\u00ean l\u00e0m kinh doanh v\u1edbi m\u1ed9t c\u00f4ng ty hay kh\u00f4ng. 2. Chi ph\u00ed \u0111\u1ea7u t\u01b0 v\u00e0o m\u1ed9t kh\u00e1ch h\u00e0ng m\u1edbi cao h\u01a1n t\u1eeb 5 \u0111\u1ebfn 25 l\u1ea7n […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[157],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/5254"}],"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=5254"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/5254\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=5254"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=5254"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=5254"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}