{"id":52610,"date":"2023-12-20T04:21:39","date_gmt":"2023-12-19T21:21:39","guid":{"rendered":"https:\/\/masterskills.org\/blog\/cach-trien-khai-customer-centric-hieu-qua.html"},"modified":"2023-12-20T04:21:39","modified_gmt":"2023-12-19T21:21:39","slug":"cach-trien-khai-customer-centric-hieu-qua","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/cach-trien-khai-customer-centric-hieu-qua.html","title":{"rendered":"C\u00e1ch tri\u1ec3n khai Customer \u2013 Centric hi\u1ec7u qu\u1ea3"},"content":{"rendered":"
Customer \u2013 Centric ( L\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m ) ng\u00e0y c\u00e0ng tr\u1edf n\u00ean quan tr\u1ecdng trong vi\u1ec7c ph\u00e1t tri\u1ec3n doanh nghi\u1ec7p b\u1edfi nh\u1eefng l\u1ee3i \u00edch m\u00e0 n\u00f3 \u0111em l\u1ea1i. B\u1ea1n c\u00f3 th\u1ec3 t\u1ef1 tin v\u1ec1 s\u1ea3n ph\u1ea9m c\u00f3 gi\u00e1 v\u00e0 ch\u1ea5t l\u01b0\u1ee3ng tuy\u1ec7t v\u1eddi. Nh\u01b0ng li\u1ec7u b\u1ea1n c\u00f3 t\u1ef1 tin r\u1eb1ng kh\u00e1ch h\u00e0ng c\u0169ng c\u00f3 c\u00f9ng suy ngh\u0129 v\u1ec1 s\u1ea3n ph\u1ea9m nh\u01b0 v\u1eady ? Lu\u00f4n b\u1ecb thu h\u00fat b\u1edfi nh\u1eefng \u0111i\u1ec1u h\u1ea5p d\u1eabn, m\u1ed9t m\u1ee9c gi\u00e1 \u201c h\u1eddi \u2019\u2019 s\u1ebd khi\u1ebfn kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, nh\u01b0ng m\u1ed9t ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 tuy\u1ec7t v\u1eddi m\u1edbi l\u00e0 ch\u00eca kh\u00f3a gi\u1eef ch\u00e2n h\u1ecd trong t\u01b0\u01a1ng lai. Ch\u1ec9 cung c\u1ea5p d\u1ecbch v\u1ee5 b\u1eb1ng m\u1ed9t n\u1ee5 c\u01b0\u1eddi l\u00e0 ch\u01b0a \u0111\u1ee7, doanh nghi\u1ec7p ph\u1ea3i lu\u00f4n l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u0111\u1ec3 \u0111\u01b0a ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c v\u00e0 s\u1ea3n ph\u1ea9m nh\u1eb1m th\u1ecfa m\u00e3n k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

Nghe c\u00f3 v\u1ebb \u0111\u01a1n gi\u1ea3n nh\u01b0ng th\u1ef1c t\u1ebf cho th\u1ea5y, r\u1ea5t \u00edt doanh nghi\u1ec7p th\u1eadt s\u1ef1 l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. H\u1ea7u h\u1ebft \u0111\u1ec1u ngh\u0129 vi\u1ec7c l\u00e0m kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng l\u00e0 c\u00f4ng vi\u1ec7c c\u1ee7a b\u1ed9 ph\u1eadn ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng sau \u0111\u00f3 l\u00e0 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. V\u1eady \u0111\u1ec3 c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng th\u00e0nh c\u00f4ng Customer \u2013 Centric doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i tri\u1ec3n khai nh\u01b0 th\u1ebf n\u00e0o ?<\/p>\n

1. X\u00e2y d\u1ef1ng v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m trong doanh nghi\u1ec7p<\/strong><\/h2>\n

L\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m l\u00e0 \u0111i\u1ec1u b\u1eaft bu\u1ed9c ph\u1ea3i l\u00e0m n\u1ebfu b\u1ea1n mu\u1ed1n c\u00f3 nh\u1eefng kh\u00e1ch h\u00e0ng trung th\u00e0nh v\u00e0 c\u00f4ng vi\u1ec7c kinh doanh thu\u1eadn l\u1ee3i. \u0110\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u n\u00e0y, m\u1ecdi th\u00e0nh vi\u00ean, \u0111\u1ed9i nh\u00f3m, b\u1ed9 ph\u1eadn trong doanh nghi\u1ec7p \u0111\u1ec1u ph\u1ea3i coi kh\u00e1ch h\u00e0ng l\u00e0 gi\u00e1 tr\u1ecb c\u1ed1t l\u00f5i \u0111\u1ec3 ph\u00e1t tri\u1ec3n. M\u1ed9t khi \u201c b\u1ecb kh\u00e1ch h\u00e0ng \u00e1m \u1ea3nh \u2019\u2019, b\u1ea1n s\u1ebd lu\u00f4n \u0111\u01b0a ra c\u00e2u h\u1ecfi \u201c \u0110i\u1ec1u n\u00e0y mang \u0111\u1ebfn nh\u1eefng gi\u00e1 tr\u1ecb nh\u01b0 th\u1ebf n\u00e0o cho kh\u00e1ch h\u00e0ng ? \u2019\u2019 tr\u01b0\u1edbc khi \u0111\u01b0a ra m\u1ed9t s\u1ea3n ph\u1ea9m m\u1edbi. N\u1ebfu c\u00e2u tr\u1ea3 l\u1eddi l\u00e0 kh\u00f4ng, th\u00ec t\u1ed1t nh\u1ea5t l\u00e0 kh\u00f4ng n\u00ean l\u00e0m.<\/p>\n

Doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i th\u1ed1ng nh\u1ea5t \u0111\u01b0\u1ee3c ch\u00e2n dung kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau xuy\u00ean su\u1ed1t c\u00e1c b\u1ed9 ph\u1eadn, \u0111i\u1ec1u n\u00e0y gi\u00fap d\u1ec5 d\u00e0ng hi\u1ec3u \u0111\u01b0\u1ee3c nhu c\u1ea7u c\u0169ng nh\u01b0 mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 l\u00e0m cho b\u1ea3n ch\u00e2n dung tr\u1edf n\u00ean \u0111\u01a1n gi\u1ea3n \u0111\u1ec3 m\u1ecdi ng\u01b0\u1eddi d\u1ec5 h\u00ecnh dung v\u00e0 ghi nh\u1edb. Electrolux \u0111\u00e3 l\u00e0m r\u1ea5t t\u1ed1t vi\u1ec7c n\u00e0y trong qu\u00e1 tr\u00ecnh chuy\u1ec3n \u0111\u1ed5i t\u1eeb Product \u2013 Centric sang Customer \u2013 Centric.<\/p>\n

Amazon \u0111\u01b0\u1ee3c bi\u1ebft \u0111\u1ebfn l\u00e0 m\u1ed9t doanh nghi\u1ec7p lu\u00f4n l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. H\u1ecd lu\u00f4n \u201c n\u00f3i \u0111\u01b0\u1ee3c l\u00e0m \u0111\u01b0\u1ee3c \u2019\u2019 trong vi\u1ec7c \u0111\u1ea3m b\u1ea3o quy\u1ec1n l\u1ee3i cao nh\u1ea5t kh\u00e1ch h\u00e0ng. \u201c Kh\u00e1ch h\u00e0ng lu\u00f4n \u0111\u00fang \u2019\u2019 ch\u00ednh l\u00e0 l\u1eddi tuy\u00ean b\u1ed1 c\u1ee7a CEO Jeff Bezos \u0111\u1ed3ng th\u1eddi c\u0169ng l\u00e0 y\u1ebfu t\u1ed1 c\u1ed1t l\u00f5i l\u00e0m n\u00ean th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a h\u1ecd. B\u1ea5t k\u1ef3 thay \u0111\u1ed5i v\u1ec1 chi\u1ebfn l\u01b0\u1ee3c hay s\u1ea3n ph\u1ea9m n\u00e0o c\u1ee7a Amazon \u0111\u1ec1u kh\u00f4ng \u0111\u01b0\u1ee3c ph\u00e9p xa r\u1eddi Customer \u2013 Centric.<\/p>\n

\"Empty-Chair-in-the-Room\"<\/p>\n

Chi\u1ebfc gh\u1ebf tr\u1ed1ng \u0111\u1ea1i di\u1ec7n cho kh\u00e1ch h\u00e0ng \u2013 ng\u01b0\u1eddi quan tr\u1ecdng nh\u1ea5t trong bu\u1ed5i h\u1ecdp.<\/p>\n<\/div>\n

M\u1ed7i n\u0103m s\u1ebd c\u00f3 hai ng\u00e0y, t\u1ea5t c\u1ea3 c\u00e1c qu\u1ea3n l\u00fd c\u1ea5p cao \u0111\u1ec1u ph\u1ea3i tham gia kh\u00f3a \u0111\u00e0o t\u1ea1o th\u1ef1c ti\u1ec5n v\u1edbi Call Center \u2013 T\u1ed5ng \u0111\u00e0i ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng nh\u1eb1m th\u1ea5u hi\u1ec3u h\u01a1n v\u1ec1 nguy\u1ec7n v\u1ecdng c\u0169ng nh\u01b0 mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng. Kh\u00f4ng ch\u1ec9 v\u1eady, trong m\u1ed7i bu\u1ed5i h\u1ecdp t\u1ea1i c\u00f4ng ty, Jeff Bezos lu\u00f4n \u0111\u1eb7t th\u00eam 1 chi\u1ebfc gh\u1ebf tr\u1ed1ng \u0111\u1ec3 \u0111\u1ea1i di\u1ec7n cho ng\u01b0\u1eddi \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng nh\u1ea5t trong bu\u1ed5i h\u1ecdp \u2013 ch\u00ednh l\u00e0 kh\u00e1ch h\u00e0ng.<\/p>\n

\n

\u201cN\u1ebfu b\u1ea1n t\u1eadp trung v\u00e0o cu\u1ed9c chi\u1ebfn c\u1ea1nh tranh, b\u1ea1n lu\u00f4n ph\u1ea3i \u0111\u1ee3i t\u1edbi khi \u0111\u1ed1i th\u1ee7 l\u00e0m g\u00ec \u0111\u00f3. \u0110\u1ea7u t\u01b0 v\u00e0o kh\u00e1ch h\u00e0ng l\u00e0 chi\u1ebfn l\u01b0\u1ee3c ti\u00ean phong v\u00e0 ch\u1ee7 \u0111\u1ed9ng nh\u1ea5t.\u201d<\/p>\n<\/blockquote>\n

2. D\u1ef1\u00a0\u0111o\u00e1n nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong><\/h2>\n

Nhu c\u1ea7u kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 hi\u1ec3u l\u00e0 s\u1ef1 mong mu\u1ed1n c\u1ee7a h\u1ecd v\u1ec1 m\u1ed9t \u0111i\u1ec1u g\u00ec \u0111\u00f3. N\u00f3 xu\u1ea5t ph\u00e1t t\u1eed ch\u00ednh b\u00ean trong t\u00e2m l\u00fd m\u1ed7i ng\u01b0\u1eddi. Trong nhi\u1ec1u tr\u01b0\u1eddng h\u1ee3p, nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh r\u00f5 r\u00e0ng ho\u1eb7c kh\u00f4ng. Khi ng\u01b0\u1eddi d\u00f9ng nh\u1eadn th\u1ee9c r\u00f5 \u0111\u01b0\u1ee3c nhu c\u1ea7u c\u1ee7a m\u00ecnh, n\u00f3 s\u1ebd th\u00f4i th\u00fac h\u1ecd h\u00e0nh \u0111\u1ed9ng \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c k\u1ebft qu\u1ea3 mong mu\u1ed1n.Ng\u01b0\u1ee3c l\u1ea1i, \u0111\u1ed1i v\u1edbi nh\u1eefng nhu c\u1ea7u m\u00e0 kh\u00e1ch h\u00e0ng ch\u01b0a nh\u1eadn th\u1ee9c \u0111\u01b0\u1ee3c, b\u1ea1n c\u1ea7n ph\u1ea3i kh\u01a1i g\u1ee3i \u0111\u1ec3 h\u1ecd nh\u1eadn ra mong mu\u1ed1n th\u1eadt s\u1ef1 c\u1ee7a m\u00ecnh.<\/p>\n

\u0110a ph\u1ea7n c\u00e1c doanh nghi\u1ec7p th\u01b0\u1eddng ch\u00fa tr\u1ecdng t\u1edbi vi\u1ec7c l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 b\u00e1n \u0111\u01b0\u1ee3c c\u00e0ng nhi\u1ec1u h\u00e0ng c\u00e0ng t\u1ed1t, c\u00f2n ng\u01b0\u1eddi d\u00f9ng th\u01b0\u1eddng kh\u00f4ng quan t\u00e2m qu\u00e1 nhi\u1ec1u t\u1edbi t\u00ednh n\u0103ng s\u1ea3n ph\u1ea9m m\u00e0 ch\u1ec9 ch\u00fa tr\u1ecdng t\u1edbi vi\u1ec7c s\u1ea3n ph\u1ea9m gi\u1ea3i quy\u1ebft \u0111\u01b0\u1ee3c nhu c\u1ea7u c\u1ee7a h\u1ecd hay kh\u00f4ng. Ch\u00ednh \u0111i\u1ec1u n\u00e0y t\u1ea1o ra s\u1ef1 ch\u00eanh l\u1ec7ch v\u1ec1 t\u01b0 t\u01b0\u1edfng gi\u1eefa ng\u01b0\u1eddi b\u00e1n v\u00e0 ng\u01b0\u1eddi mua, khi\u1ebfn cho c\u1ea3 hai kh\u00f4ng t\u00ecm \u0111\u01b0\u1ee3c ti\u1ebfng n\u00f3i chung.<\/p>\n

D\u1ef1 \u0111o\u00e1n nhu c\u1ea7u kh\u00e1ch h\u00e0ng li\u00ean quan \u0111\u1ebfn vi\u1ec7c cung c\u1ea5p d\u1ecbch v\u1ee5 ho\u1eb7c s\u1ea3n ph\u1ea9m m\u00e0 kh\u00e1ch h\u00e0ng ch\u01b0a th\u1ec3 hi\u1ec7n nhu c\u1ea7u. Ch\u1eb3ng h\u1ea1n, c\u00e1c c\u00f4ng ty s\u1ea3n xu\u1ea5t \u00f4 t\u00f4 li\u00ean t\u1ee5c b\u1ed5 sung c\u00e1c t\u00ednh n\u0103ng cho \u00f4 t\u00f4 nh\u01b0 m\u00e0n h\u00ecnh c\u1ea3m \u1ee9ng, radio internet, wifi, c\u1ed5ng s\u1ea1c \u0111i\u1ec7n tho\u1ea1i \u2026 \u0110\u00e2y l\u00e0 nh\u1eefng t\u00ednh n\u0103ng m\u00e0 ng\u01b0\u1eddi mua kh\u00f4ng bi\u1ebft l\u00e0 h\u1ecd mu\u1ed1n hay c\u1ea7n nh\u01b0ng n\u00f3 \u0111\u01b0\u1ee3c t\u1ea1o ra \u0111\u1ec3 cung c\u1ea5p gi\u1ea3i ph\u00e1p cho nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng tr\u01b0\u1edbc khi kh\u00e1ch h\u00e0ng bi\u1ebft r\u1eb1ng h\u1ecd c\u1ea7n ch\u00fang. D\u1ef1 \u0111o\u00e1n th\u00e0nh c\u00f4ng nhu c\u1ea7u kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 l\u00e0m t\u0103ng doanh s\u1ed1, l\u1ee3i nhu\u1eadn c\u0169ng nh\u01b0 gi\u1eef ch\u00e2n \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng l\u00e2u d\u00e0i.<\/p>\n

N\u0103m 1999, Proctor & Gamble \u0111\u00e3 ph\u00e1t h\u00e0nh ra d\u00f2ng s\u1ea3n ph\u1ea9m l\u00e0m s\u1ea1ch Swiffer khi th\u1ea5y m\u1ed9t ng\u01b0\u1eddi ph\u1ee5 n\u1eef v\u00f4 t\u00ecnh l\u00e0m \u0111\u1ed5 c\u00e0 ph\u00ea l\u00ean s\u00e0n nh\u00e0 v\u00e0 nh\u1eadn ra r\u1eb1ng kh\u00f4ng c\u00f3 gi\u1ea3i ph\u00e1p n\u00e0o ho\u00e0n h\u1ea3o \u0111\u1ec3 nhanh ch\u00f3ng l\u00e0m s\u1ea1ch ch\u00fang. M\u1ed9t c\u00e2y ch\u1ed5i lau kh\u00f4ng th\u1ec3 l\u00e0m s\u1ea1ch ho\u00e0n to\u00e0n trong m\u1ed9t th\u1eddi gian ng\u1eafn, m\u00e1y h\u00fat b\u1ee5i th\u00ec l\u1ea1i qu\u00e1 c\u1ed3ng k\u1ec1nh. V\u00ec v\u1eady, doanh nghi\u1ec7p \u0111\u00e3 nghi\u00ean c\u1ee9u ra nhu c\u1ea7u tr\u01b0\u1edbc ng\u01b0\u1eddi d\u00f9ng, d\u1ef1 \u0111o\u00e1n hi\u1ec7u qu\u1ea3 v\u00e0 cung c\u1ea5p d\u00f2ng s\u1ea3n ph\u1ea9m l\u00e0m s\u1ea1ch gi\u1ea3i quy\u1ebft t\u1ea5t c\u1ea3 nh\u1eefng h\u1ea1n ch\u1ebf tr\u00ean.<\/p>\n

\"blog_customer_requirements-846x305\"<\/p>\n

D\u1ef1 \u0111o\u00e1n nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<\/div>\n

3. Thu th\u1eadp ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng<\/strong><\/h2>\n

Thu th\u1eadp ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 \u0111i\u1ec1u b\u1eaft bu\u1ed9c \u0111\u1ed1i v\u1edbi b\u1ea5t k\u1ef3 doanh nghi\u1ec7p n\u00e0o mu\u1ed1n cung c\u1ea5p cho ng\u01b0\u1eddi d\u00f9ng c\u00e1c s\u1ea3n ph\u1ea9m h\u1ecd c\u1ea7n. \u0110\u1ec3 t\u1ea1o ra m\u1ed9t doanh nghi\u1ec7p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m, b\u1ea1n c\u1ea7n li\u00ean l\u1ea1c th\u01b0\u1eddng xuy\u00ean v\u1edbi kh\u00e1ch h\u00e0ng. B\u1eb1ng vi\u1ec7c thu th\u1eadp ph\u1ea3n h\u1ed3i t\u1eeb c\u00e1c k\u00eanh nh\u01b0 email, tin nh\u1eafn, g\u1ecdi \u0111i\u1ec7n, g\u1eb7p tr\u1ef1c ti\u1ebfp \u2026 s\u1ebd gi\u00fap b\u1ea1n \u0111i\u1ec1u ch\u1ec9nh l\u1ea1i chi\u1ebfn l\u01b0\u1ee3c ph\u00e1t tri\u1ec3n c\u0169ng nh\u01b0 s\u1ea3n ph\u1ea9m m\u1ed9t c\u00e1ch ho\u00e0n h\u1ea3o.<\/p>\n

Th\u1ef1c hi\u1ec7n kh\u1ea3o s\u00e1t<\/b><\/p>\n

T\u1ea1o ra m\u1ed9t cu\u1ed9c kh\u1ea3o s\u00e1t h\u1eefu \u00edch kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t nhi\u1ec7m v\u1ee5 d\u1ec5 d\u00e0ng. C\u00f3 r\u1ea5t nhi\u1ec1u c\u00e2u h\u1ecfi ti\u1ec1m n\u0103ng b\u1ea1n c\u00f3 th\u1ec3 h\u1ecfi kh\u00e1ch h\u00e0ng, nh\u01b0ng b\u1ea1n c\u1ea7n c\u1ea9n tr\u1ecdng trong c\u00e1ch ti\u1ebfp c\u1eadn c\u1ee7a m\u00ecnh. D\u00f9 l\u00e0 cu\u1ed9c kh\u1ea3o s\u00e1t ng\u1eafn hay d\u00e0i th\u00ec b\u1ea1n c\u0169ng n\u00ean tu\u00e2n theo c\u00e1c nguy\u00ean t\u1eafc sau:<\/p>\n

    \n
  • Ch\u1ec9 h\u1ecfi nh\u1eefng c\u00e2u h\u1ecfi ho\u00e0n th\u00e0nh m\u1ee5c ti\u00eau cu\u1ed1i c\u00f9ng c\u1ee7a b\u1ea1n<\/li>\n
  • X\u00e2y d\u1ef1ng c\u00e2u h\u1ecfi th\u00f4ng minh, k\u1ebft th\u00fac m\u1edf<\/li>\n
  • H\u1ecfi m\u1ed9t c\u00e2u t\u1ea1i m\u1ed9t th\u1eddi \u0111i\u1ec3m<\/li>\n
  • L\u00e0m cho thang \u0111\u00e1nh gi\u00e1 ph\u00f9 h\u1ee3p<\/li>\n<\/ul>\n
    \"survey2\"<\/p>\n

    Th\u1ef1c hi\u1ec7n c\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t.<\/p>\n<\/div>\n

    G\u1ecdi \u0111i\u1ec7n cho kh\u00e1ch h\u00e0ng<\/strong><\/p>\n

    Vi\u1ec7c g\u1ecdi \u0111i\u1ec7n tho\u1ea1i tr\u1ef1c ti\u1ebfp lu\u00f4n c\u00f3 hi\u1ec7u qu\u1ea3 h\u01a1n vi\u1ec7c nh\u1eafn tin. Trong khi g\u1ecdi \u0111i\u1ec7n, b\u1ea1n s\u1ebd nh\u1eadn \u0111\u01b0\u1ee3c nh\u1eefng ph\u1ea3n h\u1ed3i chi ti\u1ebft t\u1eeb ph\u00eda kh\u00e1ch h\u00e0ng, d\u1ec5 d\u00e0ng \u0111i\u1ec1u ch\u1ec9nh d\u00f2ng c\u00e2u h\u1ecfi th\u00edch \u1ee9ng v\u1edbi t\u1eebng t\u00ecnh hu\u1ed1ng. \u0110\u00e2y c\u0169ng l\u00e0 c\u01a1 h\u1ed9i \u0111\u1ec3 b\u1ea1n qu\u1ea3ng b\u00e1 s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 tr\u1ef1c ti\u1ebfp \u0111\u1ebfn kh\u00e1ch h\u00e0ng. M\u1ed9t cu\u1ed9c g\u1ecdi tr\u1ef1c ti\u1ebfp t\u1ed1t s\u1ebd:<\/p>\n

      \n
    • gi\u00fap b\u1ea1n x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng m\u1edbi<\/li>\n
    • ki\u1ec3m tra s\u1ef1 h\u1ea5p d\u1eabn c\u1ee7a s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5<\/li>\n
    • cho b\u1ea1n bi\u1ebft ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp th\u1ecb n\u00e0o ph\u00f9 h\u1ee3p v\u1edbi vi\u1ec7c ti\u1ebfp c\u1eadn th\u1ecb tr\u01b0\u1eddng m\u1ee5c ti\u00eau<\/li>\n
    • cung c\u1ea5p cho kh\u00e1ch h\u00e0ng n\u1ed9i dung h\u1ea5p d\u1eabn m\u00e0 h\u1ecd c\u00f3 th\u1ec3 chia s\u1ebb v\u1edbi nh\u1eefng ng\u01b0\u1eddi kh\u00e1c<\/li>\n
    • t\u0103ng doanh s\u1ed1<\/li>\n<\/ul>\n
      \"customer-service\"<\/p>\n

      G\u1ecdi \u0111i\u1ec7n cho kh\u00e1ch h\u00e0ng.<\/p>\n<\/div>\n

      4. C\u1ea3i thi\u1ec7n t\u1ed1c \u0111\u1ed9 k\u1ebft n\u1ed1i qua \u0111i\u1ec7n tho\u1ea1i<\/strong><\/h2>\n

      M\u1ed9t trong nh\u1eefng \u0111i\u1ec1u l\u00e0m n\u00ean s\u1ef1 th\u00fa v\u1ecb trong kinh doanh, \u0111\u00f3 l\u00e0 b\u1ea1n s\u1ebd ph\u1ea3i g\u1eb7p \u0111\u1ea7y \u0111\u1ee7 c\u00e1c ki\u1ec3u kh\u00e1ch h\u00e0ng. D\u00f9 l\u00e0 nh\u1eefng ng\u01b0\u1eddi mua s\u1eafm d\u1ec5 t\u00ednh hay nh\u1eefng kh\u00e1ch h\u00e0ng v\u00f4 c\u00f9ng kh\u00f3 t\u00ednh th\u00ec \u0111\u1ec1u c\u00f3 m\u1ed9t \u0111i\u1ec3m chung l\u00e0 mu\u1ed1n \u0111\u01b0\u1ee3c doanh nghi\u1ec7p ph\u1ea3n h\u1ed3i nhanh ch\u00f3ng ngay khi c\u00f3 b\u1ea5t k\u1ef3 th\u1eafc m\u1eafc n\u00e0o.<\/p>\n

      H\u00e3y th\u1eed t\u01b0\u1edfng t\u01b0\u1ee3ng, b\u1ea1n nh\u00ecn th\u1ea5y m\u1ed9t b\u1ed9 v\u00e1y r\u1ea5t h\u1ea5p d\u1eabn v\u00e0 mu\u1ed1n li\u00ean h\u1ec7 ngay l\u1eadp t\u1ee9c v\u1edbi c\u1eeda h\u00e0ng \u0111\u1ec3 \u0111\u01b0\u1ee3c t\u01b0 v\u1ea5n v\u1ec1 m\u00e0u s\u1eafc c\u0169ng nh\u01b0 k\u00edch c\u1ee1. Tuy nhi\u00ean, b\u1ea1n kh\u00f4ng th\u1ec3 n\u00e0o t\u00ecm \u0111\u01b0\u1ee3c s\u1ed1 hotline c\u1ee7a c\u1eeda h\u00e0ng v\u00e0 \u0111\u00e0nh ph\u1ea3i \u0111\u1ec3 l\u1ea1i tin nh\u1eafn ch\u1edd ph\u1ea3n h\u1ed3i. M\u1ed9t ng\u00e0y tr\u00f4i qua, c\u00e1c c\u00e2u h\u1ecfi c\u1ee7a b\u1ea1n c\u0169ng \u0111\u01b0\u1ee3c tr\u1ea3 l\u1eddi tuy nhi\u00ean b\u1ea1n l\u1ea1i kh\u00f4ng c\u00f2n c\u1ea3m th\u1ea5y th\u00edch th\u00fa v\u1edbi b\u1ed9 v\u00e1y m\u1edbi \u0111\u00f3 v\u00e0 quy\u1ebft \u0111\u1ecbnh s\u1ebd kh\u00f4ng mua n\u00f3. Th\u1eadt \u0111\u00e1ng ti\u1ebfc khi \u0111\u00e3 b\u1ecf l\u1ee1 nh\u1eefng kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng ch\u1ec9 v\u00ec ch\u1eadm tr\u1ec5 trong vi\u1ec7c k\u1ebft n\u1ed1i t\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n

      Zappos l\u00e0 m\u1ed9t nh\u00e0 b\u00e1n l\u1ebb gi\u00e0y tr\u1ef1c tuy\u1ebfn \u0111\u00e3 \u00e1p d\u1ee5ng th\u00e0nh c\u00f4ng vi\u1ec7c k\u1ebft n\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng. Zappos lu\u00f4n mu\u1ed1n \u0111\u01b0\u1ee3c tr\u00f2 chuy\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng, n\u00ean h\u1ecd \u0111\u00e3 l\u00e0m n\u1ed5i b\u1eadt s\u1ed1 \u0111i\u1ec7n tho\u1ea1i tr\u00ean thanh tr\u00ean c\u00f9ng c\u1ee7a trang ch\u1ee7 v\u1edbi d\u00f2ng ghi ch\u00fa \u201c H\u1ed7 tr\u1ee3 24\/7 \u2019\u2019.<\/p>\n

      Doanh s\u1ed1 c\u1ee7a Zappos th\u00f4ng qua \u0111i\u1ec7n tho\u1ea1i ch\u1ec9 chi\u1ebfm 5%, nh\u01b0ng t\u1ea1i sao h\u1ecd v\u1eabn t\u1eadp trung v\u00e0o \u0111i\u1ec7n tho\u1ea1i nh\u01b0 v\u1eady ? \u0110\u01a1n gi\u1ea3n v\u00ec hotline l\u00e0 d\u1ecbch v\u1ee5 m\u00e0 kh\u00e1ch h\u00e0ng cho l\u00e0 c\u00f3 th\u1ec3 k\u1ebft n\u1ed1i nhanh ch\u00f3ng nh\u1ea5t v\u00e0 h\u1ecd s\u1eed d\u1ee5ng n\u00f3 \u00edt nh\u1ea5t m\u1ed9t l\u1ea7n trong su\u1ed1t qu\u00e1 tr\u00ecnh mua s\u1eafm. N\u1ebfu Zappos x\u1eed l\u00fd cu\u1ed9c g\u1ecdi t\u1ed1t, h\u1ecd s\u1ebd c\u00f3 c\u01a1 h\u1ed9i t\u00e1c \u0111\u1ed9ng \u0111\u1ebfn c\u1ea3m x\u00fac v\u00e0 t\u1ea1o thi\u1ec7n c\u1ea3m l\u00e2u d\u00e0i \u0111\u1ebfn kh\u00e1ch h\u00e0ng. B\u00ean c\u1ea1nh chi ph\u00ed qu\u1ea3ng c\u00e1o, Zappos \u0111\u00e3 t\u1eadp trung v\u00e0o \u0111\u1ea7u t\u01b0 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, t\u1eeb nh\u1eefng kh\u00e1ch h\u00e0ng m\u00e0 h\u1ecd ti\u1ebfp th\u1ecb t\u1ed1t s\u1ebd mang \u0111\u1ebfn nhi\u1ec1u kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng h\u01a1n trong t\u01b0\u01a1ng lai th\u00f4ng qua truy\u1ec1n mi\u1ec7ng.<\/p>\n

      Vi\u1ec7c ph\u1ea3n h\u1ed3i qua s\u1ed1 hotline nhanh ch\u00f3ng l\u00e0 m\u1ed9t \u00fd t\u01b0\u1edfng tuy\u1ec7t v\u1eddi, tuy nhi\u00ean b\u1ea1n c\u0169ng n\u00ean cung c\u1ea5p th\u00eam nhi\u1ec1u ph\u01b0\u01a1ng ph\u00e1p k\u1ebft n\u1ed1i kh\u00e1c nh\u1eb1m \u0111a d\u1ea1ng s\u1ef1 l\u1ef1a ch\u1ecdn cho kh\u00e1ch h\u00e0ng. C\u00f3 nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00f4ng th\u00edch vi\u1ec7c g\u1ecdi \u0111\u1ebfn s\u1ed1 hotline m\u00e0 th\u00edch trao \u0111\u1ed5i qua tin nh\u1eafn h\u01a1n. Ph\u1ea3n h\u1ed3i nhanh qua \u0111i\u1ec7n tho\u1ea1i khi\u1ebfn kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y h\u00e0i l\u00f2ng, nh\u01b0ng \u0111\u1ec3 h\u1ecd c\u1ea3m th\u1ea5y \u1ea5n t\u01b0\u1ee3ng m\u1ea1nh m\u1ebd b\u1edfi d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p l\u1ea1i n\u1eb1m \u1edf vi\u1ec7c ph\u1ea3n h\u1ed3i tin nh\u1eafn nhanh ch\u00f3ng.<\/p>\n

      \u00a0<\/p>\n

      \"website-speed\"<\/p>\n

      C\u1ea3i thi\u1ec7n t\u1ed1c \u0111\u1ed9 k\u1ebft n\u1ed1i qua \u0111i\u1ec7n tho\u1ea1i.<\/p>\n<\/div>\n

      5. \u00c1p d\u1ee5ng c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3 gi\u00fap t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/strong><\/h2>\n

      Tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n c\u0169ng quan tr\u1ecdng nh\u01b0 s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 b\u1ea1n \u0111ang cung c\u1ea5p. Kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 mu\u1ed1n mua \u0111\u01b0\u1ee3c h\u00e0ng, h\u1ecd c\u00f2n mu\u1ed1n \u0111\u01b0\u1ee3c t\u1eadn h\u01b0\u1edfng to\u00e0n b\u1ed9 tr\u1ea3i nghi\u1ec7m mua h\u00e0ng. N\u1ebfu nh\u01b0 b\u1ea1n kh\u00f4ng l\u00e0m cho c\u00e1c t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean th\u00fa v\u1ecb v\u00e0 hi\u1ec7u qu\u1ea3 th\u00ec b\u1ea1n s\u1ebd m\u1ea5t kh\u00e1ch h\u00e0ng v\u00e0o tay \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh ngay c\u1ea3 khi s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n t\u1ed1t \u0111\u1ebfn \u0111\u00e2u \u0111i ch\u0103ng n\u1eefa.<\/p>\n

      Tr\u00f2 chuy\u1ec7n tr\u1ef1c tuy\u1ebfn l\u00e0 c\u00e1ch nhanh ch\u00f3ng, d\u1ec5 d\u00e0ng \u0111\u1ec3 kh\u00e1ch h\u00e0ng li\u00ean h\u1ec7 v\u00e0 nh\u1eadn \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i m\u00e0 kh\u00f4ng c\u1ea7n r\u1eddi kh\u1ecfi trang web c\u1ee7a doanh nghi\u1ec7p. \u0110\u00e2y l\u00e0 c\u00f4ng c\u1ee5 \u0111\u1eb7c bi\u1ec7t ph\u1ed5 bi\u1ebfn \u0111\u01b0\u1ee3c nhi\u1ec1u doanh nghi\u1ec7p \u00e1p d\u1ee5ng, \u0111\u1ea3m b\u1ea3o kh\u00e1ch h\u00e0ng kh\u00f4ng b\u1ecb c\u1ea3n tr\u1edf trong qu\u00e1 tr\u00ecnh mua s\u1eafm. \u0110i\u1ec1u n\u00e0y \u1ea3nh h\u01b0\u1edfng r\u1ea5t l\u1edbn \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Theo m\u1ed9t k\u1ebft qu\u1ea3 kh\u1ea3o s\u00e1t cho th\u1ea5y 56% ng\u01b0\u1eddi M\u1ef9 ( 18 \u2013 34 tu\u1ed5i ) th\u00edch chat tr\u1ef1c ti\u1ebfp h\u01a1n l\u00e0 qua \u0111i\u1ec7n tho\u1ea1i.<\/p>\n

      S\u1eed d\u1ee5ng c\u1eeda s\u1ed5 t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng Masterskills kh\u00f4ng ch\u1ec9 h\u1ed7 tr\u1ee3 b\u1ea1n trong vi\u1ec7c giao ti\u1ebfp m\u00e0 c\u00f2n gi\u00fap b\u1ea1n mang \u0111\u1ebfn nhi\u1ec1u tr\u1ea3i nghi\u1ec7m \u1ea5n t\u01b0\u1ee3ng cho kh\u00e1ch h\u00e0ng. B\u1ea1n c\u00f3 th\u1ec3 t\u1ea1o ra m\u1ed9t h\u1ec7 th\u1ed1ng \u0111a k\u00eanh ( Facebook, Email, Website ) li\u1ec1n m\u1ea1ch, gi\u00fap nhanh ch\u00f3ng nh\u1eadn c\u00e1c ph\u1ea3n h\u1ed3i v\u00e0 cung c\u1ea5p gi\u1ea3i ph\u00e1p t\u1ee9c th\u1eddi cho c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng. H\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng m\u1ecdi l\u00fac m\u1ecdi n\u01a1i m\u00e0 kh\u00f4ng h\u1ec1 b\u1ecb gi\u00e1n \u0111o\u1ea1n ngay c\u1ea3 khi b\u1ea1n kh\u00f4ng ng\u1ed3i tr\u01b0\u1edbc m\u00e1y t\u00ednh v\u1edbi Masterskills App Mobile. Masterskills cho ph\u00e9p b\u1ea1n ch\u1ee7 \u0111\u1ed9ng ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng b\u1eb1ng tin nh\u1eafn tr\u1ea3 l\u1eddi t\u1ef1 \u0111\u1ed9ng, kh\u00f4ng b\u1ecf l\u1ee1 b\u1ea5t k\u1ef3 kh\u00e1ch h\u00e0ng n\u00e0o v\u1edbi Masterskills \u0111\u1ed3ng th\u1eddi ki\u1ec3m so\u00e1t nh\u1eefng ngu\u1ed3n n\u00e0o \u0111\u00e3 d\u1eabn kh\u00e1ch h\u00e0ng \u0111\u1ebfn trang c\u1ee7a b\u1ea1n, trang kh\u00e1ch h\u00e0ng \u0111\u00e3 xem, \u0111ang xem, nh\u1eefng s\u1ea3n ph\u1ea9m m\u00e0 kh\u00e1ch h\u00e0ng quan t\u00e2m khi \u0111\u1ebfn website c\u1ee7a b\u1ea1n, l\u01b0u l\u1ea1i th\u00f4ng tin v\u00e0 l\u1ecbch s\u1eed cu\u1ed9c tr\u00f2 chuy\u1ec7n \u2026 Nh\u1eefng \u0111i\u1ec1u n\u00e0y h\u1ed7 tr\u1ee3 kh\u00f4ng nh\u1ecf cho b\u1ea1n trong vi\u1ec7c n\u1eafm b\u1eaft t\u00e2m l\u00fd kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u01b0a ra nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c hi\u1ec7u trong vi\u1ec7c gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng.<\/p>\n

      \"Bot\"<\/p>\n

      \u00c1p d\u1ee5ng Masterskills nh\u1eb1m t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n<\/div>\n

      6. Mang \u0111\u1ebfn nhi\u1ec1u l\u1ee3i \u00edch h\u01a1n cho kh\u00e1ch h\u00e0ng<\/strong><\/h2>\n

      M\u1ee5c ti\u00eau kinh doanh l\u00e0 khi\u1ebfn cho kh\u00e1ch h\u00e0ng mua s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n. Tuy nhi\u00ean, khi kh\u00e1ch h\u00e0ng mua m\u1ed9t l\u1ea7n, b\u1ea1n mu\u1ed1n h\u1ecd ti\u1ebfp t\u1ee5c mua nh\u1eefng l\u1ea7n sau. C\u00e1c cu\u1ed9c nghi\u00ean c\u1ee9u \u0111\u00e3 ch\u1ec9 ra r\u1eb1ng, chi ph\u00ed \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c m\u1ed9t kh\u00e1ch h\u00e0ng m\u1edbi cao h\u01a1n g\u1ea5p n\u0103m l\u1ea7n so v\u1edbi vi\u1ec7c gi\u1eef ch\u00e2n m\u1ed9t kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i.<\/p>\n

      Nh\u01b0ng, l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 b\u1ea1n c\u00f3 th\u1ec3 th\u00fac \u0111\u1ea9y kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i mua h\u00e0ng m\u1ed9t l\u1ea7n n\u1eefa ? C\u00e1ch t\u1ed1t nh\u1ea5t l\u00e0 cung c\u1ea5p cho h\u1ecd nh\u1eefng l\u1ee3i \u00edch gia t\u0103ng v\u01b0\u1ee3t ra ngo\u00e0i mong \u0111\u1ee3i khi mua h\u00e0ng. Nh\u1eefng l\u1ee3i \u00edch n\u00e0y s\u1ebd gi\u00fap kh\u00e1ch h\u00e0ng \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau c\u1ee7a h\u1ecd v\u00e0 t\u1ea1o ra tr\u1ea3i nghi\u1ec7m \u0111\u00e1ng nh\u1edb h\u01a1n. B\u1eb1ng c\u00e1ch \u0111\u00f3, kh\u00e1ch h\u00e0ng s\u1ebd b\u1eaft \u0111\u1ea7u li\u00ean k\u1ebft th\u00e0nh c\u00f4ng v\u1edbi c\u00e1c s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p.<\/p>\n

      C\u00f4ng ty s\u1ea3n xu\u1ea5t qu\u1ea7n \u00e1o c\u00f4ng nghi\u1ec7p Rocky Mountain Industrial Supply ( RMI ) s\u1ea3n xu\u1ea5t qu\u1ea7n \u00e1o ch\u1ed1ng ch\u00e1y cho c\u00e1c \u0111\u1ed9i lao \u0111\u1ed9ng trong c\u00e1c ng\u00e0nh c\u00f4ng nghi\u1ec7p nh\u01b0 than, d\u1ea7u \u2026 Ngo\u00e0i vi\u1ec7c b\u00e1n qu\u1ea7n \u00e1o ra, RMI \u0111\u00e3 t\u1ea1o ra c\u00e1c gi\u00e1 tr\u1ecb gia t\u0103ng cho kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch cung c\u1ea5p cho h\u1ecd c\u00e1c kh\u00f3a h\u1ecdc ch\u1ee9ng nh\u1eadn an to\u00e0n mi\u1ec5n ph\u00ed. Khi tham gia c\u00e1c kh\u00f3a h\u1ecdc, kh\u00e1ch h\u00e0ng s\u1ebd \u0111\u01b0\u1ee3c c\u1ea5p c\u00e1c ch\u1ee9ng ch\u1ec9 uy t\u00edn gi\u00fap cho h\u1ecd c\u00f3 \u0111\u1ee7 \u0111i\u1ec1u ki\u1ec7n \u0111\u1ec3 tham gia c\u00e1c quy tr\u00ecnh l\u00e0m vi\u1ec7c, v\u1eadn h\u00e0nh b\u1ed9 m\u00e1y. \u0110i\u1ec1u n\u00e0y kh\u00f4ng ch\u1ec9 gi\u00fap kh\u00e1ch h\u00e0ng tr\u00e1nh \u0111\u01b0\u1ee3c nh\u1eefng sai l\u1ea7m kh\u00f4ng \u0111\u00e1ng c\u00f3 trong qu\u00e1 tr\u00ecnh l\u00e0m vi\u1ec7c m\u00e0 c\u00f2n cung c\u1ea5p cho h\u1ecd nh\u1eefng ki\u1ebfn th\u1ee9c h\u1eefu \u00edch. Sau kh\u00f3a h\u1ecdc, c\u00e1c k\u1ef9 n\u0103ng c\u1ee7a h\u1ecd \u0111\u01b0\u1ee3c n\u00e2ng cao v\u00e0 khi h\u1ecd c\u1ea7n cung c\u1ea5p nh\u1eefng s\u1ea3n ph\u1ea9m qu\u1ea7n \u00e1o ch\u1ed1ng ch\u00e1y trong doanh nghi\u1ec7p th\u00ec RMI s\u1ebd l\u00e0 c\u00e1i t\u00ean \u0111\u01b0\u1ee3c nh\u1edb \u0111\u1ebfn \u0111\u1ea7u ti\u00ean.<\/p>\n

      7. Ch\u0103m s\u00f3c sau b\u00e1n h\u00e0ng<\/strong><\/h2>\n

      N\u1ebfu mu\u1ed1n tr\u1edf th\u00e0nh m\u1ed9t doanh nghi\u1ec7p Customer \u2013 Centric, b\u1ea1n kh\u00f4ng th\u1ec3 b\u1ecf r\u01a1i kh\u00e1ch h\u00e0ng sau khi b\u00e1n. H\u00e3y ch\u1eafc ch\u1eafn r\u1eb1ng kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n nh\u1eadn \u0111\u01b0\u1ee3c nhi\u1ec1u nh\u1ea5t t\u1eeb \u200b\u200bs\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n. Ho\u1ea1t \u0111\u1ed9ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng sau khi b\u00e1n h\u00e0ng \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c t\u1ea1o d\u1ef1ng ni\u1ec1m tin, uy t\u00edn c\u1ee7a doanh nghi\u1ec7p. N\u00f3 bao g\u1ed3m t\u1ea5t c\u1ea3 quy tr\u00ecnh kh\u00e1c nhau c\u1ee7a c\u00e1 nh\u00e2n\/ doanh nghi\u1ec7p \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p b\u1ea1n cung c\u1ea5p. Gi\u1ea3i quy\u1ebft t\u1ed1t kh\u00e2u n\u00e0y gi\u00fap kh\u00e1ch h\u00e0ng tin t\u01b0\u1edfng v\u00e0 s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n nhi\u1ec1u h\u01a1n.<\/p>\n

      \"25_X-Examples-Of-Great-Customer-Experience-And-You-Can-Do-It-Too\"<\/p>\n

      Ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng sau b\u00e1n.<\/p>\n<\/div>\n

      T \u2013 We l\u00e0 m\u1ed9t c\u1eeda h\u00e0ng tr\u00e0 \u1edf San Francisco, v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng sau khi mua s\u1ea3n ph\u1ea9m s\u1ebd lu\u00f4n \u0111\u01b0\u1ee3c l\u01b0u th\u00f4ng tin t\u1ea1i h\u1ec7 th\u1ed1ng c\u1ee7a c\u1eeda h\u00e0ng. Hai tu\u1ea7n sau, c\u1eeda h\u00e0ng s\u1ebd li\u00ean l\u1ea1c l\u1ea1i v\u1edbi kh\u00e1ch h\u00e0ng \u0111\u1ec3 h\u1ecfi v\u1ec1 c\u1ea3m nh\u1eadn sau khi s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m v\u00e0 l\u1eafng nghe nh\u1eefng ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng. N\u1ebfu kh\u00e1ch h\u00e0ng c\u00f3 nh\u1eefng ph\u1ea3n h\u1ed3i kh\u00f4ng t\u1ed1t v\u1ec1 s\u1ea3n ph\u1ea9m, ngay l\u1eadp t\u1ee9c T \u2013 We s\u1ebd \u0111\u01b0a ra nh\u1eefng ph\u01b0\u01a1ng \u00e1n gi\u1ea3i quy\u1ebft t\u1ed1t nh\u1ea5t, \u0111\u1ea3m b\u1ea3o l\u1ee3i \u00edch c\u1ee7a kh\u00e1ch h\u00e0ng. C\u00e1c ch\u00ednh s\u00e1ch \u01b0u \u0111\u00e3i lu\u00f4n \u0111\u01b0\u1ee3c \u00e1p d\u1ee5ng v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng \u0111\u00e3 t\u1eebng mua h\u00e0ng c\u1ee7a h\u1ecd nhi\u1ec1u l\u1ea7n. Trong nh\u1eefng \u0111\u01a1n \u0111\u1eb7t h\u00e0ng sau \u0111\u00f3, T \u2013 We lu\u00f4n k\u00e8m theo d\u00f2ng ghi ch\u00fa v\u1edbi nh\u1eefng n\u1ed9i dung ng\u1ecdt ng\u00e0o. Ch\u1eb3ng h\u1ea1n nh\u01b0 \u201cHi Francesca! Th\u1eadt \u0111\u00e1ng y\u00eau l\u00e0m sao khi ch\u00fang t\u00f4i l\u1ea1i th\u1ea5y t\u00ean b\u1ea1n tr\u00ean \u0111\u01a1n \u0111\u1eb7t h\u00e0ng! \u1ede \u0111\u00e2y, ch\u00fang t\u00f4i lu\u00f4n nh\u1edb \u0111\u1ebfn b\u1ea1n. V\u00e0 mong b\u1ea1n bi\u1ebft r\u1eb1ng b\u1ea1n ch\u00ednh l\u00e0 \u0111i\u1ec1u tuy\u1ec7t v\u1edbi \u0111\u1ed1i v\u1edbi ch\u00fang t\u00f4i!\u201d<\/p>\n

      Ch\u1ec9 b\u1eb1ng m\u1ed9t h\u00e0nh \u0111\u1ed9ng nh\u1ecf, nh\u01b0ng T \u2013 We \u0111\u00e3 ho\u00e0n to\u00e0n ghi \u0111i\u1ec3m trong m\u1eaft kh\u00e1ch h\u00e0ng. B\u1edfi v\u00ec kh\u00f4ng ph\u1ea3i b\u1ea5t c\u1ee9 c\u1eeda h\u00e0ng n\u00e0o c\u0169ng l\u00e0m \u0111\u01b0\u1ee3c nh\u01b0 v\u1eady, ngay c\u1ea3 khi kh\u00e1ch h\u00e0ng \u0111\u00e3 th\u01b0\u1eddng xuy\u00ean mua s\u1eafm \u1edf \u0111\u00f3. Nh\u1edd \u0111i\u1ec1u n\u00e0y, T-We Tea lu\u00f4n \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 cao. L\u00e0 m\u1ed9t trong nh\u1eefng \u0111\u1ecba \u0111i\u1ec3m tuy\u1ec7t v\u1eddi nh\u1ea5t m\u1ed7i khi kh\u00e1ch h\u00e0ng c\u00f3 nhu c\u1ea7u mua tr\u00e0 ho\u1eb7c u\u1ed1ng tr\u00e0 chi\u1ec1u.<\/p>\n

      Kh\u00f4ng m\u1ed9t doanh nghi\u1ec7p n\u00e0o cung c\u1ea5p \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc l\u1ea1i thi\u1ebfu m\u1ed9t n\u1ec1n v\u0103n h\u00f3a doanh nghi\u1ec7p c\u00f3 \u0111\u1ecbnh h\u01b0\u1edbng l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. Customer \u2013 Centric \u0111\u00f2i h\u1ecfi b\u1ea1n lu\u00f4n ph\u1ea3i l\u1eafng nghe, th\u1ea5u hi\u1ec3u nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ecdi l\u00fac m\u1ecdi n\u01a1i c\u0169ng nh\u01b0 c\u00f3 m\u1ed9t s\u1ef1 ki\u00ean tr\u00ec v\u00e0 t\u1ea7m nh\u00ecn d\u00e0i h\u1ea1n v\u00ec b\u1ea1n c\u00f3 th\u1ec3 ph\u1ea3i hy sinh m\u1ed9t s\u1ed1 k\u1ebft qu\u1ea3 ng\u1eafn h\u1ea1n \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c th\u00e0nh c\u00f4ng trong t\u01b0\u01a1ng lai.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

      Nghe c\u00f3 v\u1ebb \u0111\u01a1n gi\u1ea3n nh\u01b0ng th\u1ef1c t\u1ebf cho th\u1ea5y, r\u1ea5t \u00edt doanh nghi\u1ec7p th\u1eadt s\u1ef1 l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. H\u1ea7u h\u1ebft \u0111\u1ec1u ngh\u0129 vi\u1ec7c l\u00e0m kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng l\u00e0 c\u00f4ng vi\u1ec7c c\u1ee7a b\u1ed9 ph\u1eadn ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng sau \u0111\u00f3 l\u00e0 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. V\u1eady \u0111\u1ec3 c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng th\u00e0nh c\u00f4ng Customer \u2013 Centric doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i tri\u1ec3n khai nh\u01b0 th\u1ebf n\u00e0o ?<\/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\/52610"}],"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=52610"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52610\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=52610"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=52610"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=52610"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}