{"id":52658,"date":"2023-12-20T04:32:33","date_gmt":"2023-12-19T21:32:33","guid":{"rendered":"https:\/\/masterskills.org\/blog\/khai-thac-social-listening-de-ket-noi-va-thau-hieu-khach-hang.html"},"modified":"2023-12-20T04:32:33","modified_gmt":"2023-12-19T21:32:33","slug":"khai-thac-social-listening-de-ket-noi-va-thau-hieu-khach-hang","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/khai-thac-social-listening-de-ket-noi-va-thau-hieu-khach-hang.html","title":{"rendered":"Khai th\u00e1c Social listening \u0111\u1ec3 k\u1ebft n\u1ed1i v\u00e0 th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng"},"content":{"rendered":"
Theo th\u1ed1ng k\u00ea c\u1ee7a t\u1edd New York Times, m\u1ed7i ng\u00e0y ch\u00fang ta d\u00e0nh t\u1edbi h\u01a1n 50 ph\u00fat \u0111\u1ec3 c\u1eadp nh\u1eadt v\u00e0 chia s\u1ebb th\u00f4ng tin, tr\u00f2 chuy\u1ec7n, \u0111\u0103ng \u1ea3nh, b\u00ecnh lu\u1eadn tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i. Nh\u01b0ng l\u00e0m th\u1ebf n\u00e0o t\u1eadn d\u1ee5ng nh\u1eefng ho\u1ea1t \u0111\u1ed9ng n\u00e0y v\u00e0 t\u1ea1o thay \u0111\u1ed5i \u0111\u00e1ng k\u1ec3 trong chi\u1ebfn l\u01b0\u1ee3c truy\u1ec1n th\u00f4ng m\u1ea1ng x\u00e3 h\u1ed9i? Trong b\u00e0i vi\u1ebft n\u00e0y Masterskills s\u1ebd t\u1ed5ng h\u1ee3p m\u1ed9t s\u1ed1 l\u00fd do n\u00ean khai th\u00e1c Social Listening \u2013 l\u1eafng nghe ng\u01b0\u1eddi d\u00f9ng tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i \u0111\u1ec3 t\u1ea1o d\u1ea5u \u1ea5n th\u01b0\u01a1ng hi\u1ec7u trong c\u00e1c cu\u1ed9c tr\u00f2 chuy\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n
\"\u1ee8ng<\/p>\n

\u1ee8ng d\u1ee5ng Social Listening \u2013 l\u1eafng nghe ng\u01b0\u1eddi d\u00f9ng tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i \u0111\u1ec3 t\u1ea1o d\u1ea5u \u1ea5n v\u1edbi kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

Quan h\u1ec7 gi\u1eefa ph\u1ea3n h\u1ed3i tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i v\u00e0 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng r\u1eddi \u0111i<\/h2>\n

Th\u01b0\u01a1ng hi\u1ec7u l\u00e3ng b\u1ecf qua vi\u1ec7c t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i c\u00f3 th\u1ec3 th\u1ea5y ngay t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi \u0111i t\u0103ng \u0111\u00e1ng k\u1ec3, b\u1edfi h\u1ea7u h\u1ebft c\u00e1c \u201cth\u01b0\u1ee3ng \u0111\u1ebf\u201d \u0111ang s\u1eed d\u1ee5ng m\u1ea1ng x\u00e3 h\u1ed9i v\u00e0 ai c\u0169ng mong nh\u1eadn \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i nhanh ch\u00f3ng v\u1ec1 c\u00e1c v\u1ea5n \u0111\u1ec1 m\u00ecnh quan t\u00e2m.<\/p>\n

\u0110\u1eb7c bi\u1ec7t, v\u1edbi \u0111a d\u1ea1ng l\u1ef1a ch\u1ecdn mua trong khi \u0111i\u1ec3m kh\u00e1c bi\u1ec7t gi\u1eefa c\u00e1c \u0111\u1ed1i th\u1ee7 kh\u00f4ng qu\u00e1 nhi\u1ec1u, gi\u1ea3m t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi \u0111i \u0111\u00e3 tr\u1edf th\u00e0nh m\u1ed9t trong nh\u1eefng m\u1ed1i quan t\u00e2m l\u1edbn \u0111\u1ed1i v\u1edbi c\u00e1c doanh nghi\u1ec7p nh\u1ea5t l\u00e0 khi th\u1ed1ng k\u00ea cho th\u1ea5y, sau kho\u1ea3ng 5 n\u0103m c\u00f3 t\u1edbi 50% kh\u00e1ch h\u00e0ng b\u1ecf b\u1ea1n m\u00e0 \u0111i. V\u00e0 m\u1ed9t s\u1ed1 nh\u00e2n t\u1ed1 \u201cg\u00f3p ph\u1ea7n\u201d \u0111u\u1ed5i kh\u00e1ch h\u00e0ng \u0111i ph\u1ea3i k\u1ec3 t\u1edbi:<\/p>\n

    \n
  • Kh\u00e2u ti\u1ebfp th\u1ecb y\u1ebfu<\/li>\n
  • K\u1ef9 n\u0103ng thuy\u1ebft ph\u1ee5c kh\u00e1ch h\u00e0ng ngh\u00e8o n\u00e0n<\/li>\n
  • D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng y\u1ebfu k\u00e9m, v\u00f5 \u0111o\u00e1n<\/li>\n
  • Thi\u1ebfu c\u00f4ng c\u1ee5, n\u1ed9i dung thu h\u00fat s\u1ef1 t\u01b0\u01a1ng t\u00e1c<\/li>\n
  • K\u1ef9 n\u0103ng b\u00e1n h\u00e0ng ch\u01b0a hi\u1ec7u qu\u1ea3, ch\u1ee7 y\u1ebfu t\u1eadp trung t\u00ecm c\u00e1ch ra \u0111\u01a1n<\/li>\n<\/ul>\n

    Nghi\u00ean c\u1ee9u c\u0169ng cho th\u1ea5y, gi\u00e1 c\u1ea3 hay ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m ch\u01b0a khi n\u00e0o l\u00e0 nguy\u00ean nh\u00e2n ch\u1ee7 y\u1ebfu khi\u1ebfn kh\u00e1ch h\u00e0ng r\u1eddi \u0111i m\u00e0 l\u00fd do quan tr\u1ecdng nh\u1ea5t \u0111\u1ebfn t\u1eeb vi\u1ec7c h\u1ecd c\u1ea3m th\u1ea5y ch\u01b0a \u0111\u01b0\u1ee3c th\u01b0\u01a1ng hi\u1ec7u \u0111\u00e1nh gi\u00e1 cao hay tr\u00e2n tr\u1ecdng. V\u1eady \u1ee9ng d\u1ee5ng social listening s\u1ebd gi\u00fap th\u01b0\u01a1ng hi\u1ec7u hi\u1ec3u m\u1ed1i quan t\u00e2m th\u1ef1c s\u1ef1 c\u1ee7a kh\u00e1ch h\u00e0ng theo nhi\u1ec1u chi\u1ec1u thay v\u00ec t\u1eeb m\u1ed9t ph\u00eda:<\/p>\n

      \n
    1. Ki\u1ec3m tra t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh m\u1ea1ng x\u00e3 h\u1ed9i, ph\u00e2n t\u00edch \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh, c\u00e1c v\u1ea5n \u0111\u1ec1 v\u1ec1 s\u1ea3n ph\u1ea9m v\u00e0 b\u1ea5t k\u1ef3 t\u1eeb kh\u00f3a n\u00e0o c\u00f3 li\u00ean quan \u0111\u1ebfn th\u01b0\u01a1ng hi\u1ec7u<\/li>\n
    2. X\u1eed l\u00fd th\u00f4ng tin v\u00e0 t\u00ecm ra gi\u1ea3i ph\u00e1p h\u00e0nh \u0111\u1ed9ng.<\/li>\n<\/ol>\n

      C\u00f3 th\u1ec3 b\u1ea1n s\u1ebd th\u1ea5y social listening nghe qua kh\u00e1 gi\u1ed1ng v\u1edbi social monitoring \u2013 gi\u00e1m s\u00e1t tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i. Nh\u01b0ng v\u1ec1 b\u1ea3n ch\u1ea5t c\u00e1c c\u00f4ng c\u1ee5 n\u00e0y ho\u00e0n to\u00e0n kh\u00e1c bi\u1ec7t, gi\u00e1m s\u00e1t thi\u00ean v\u1ec1 theo d\u00f5i c\u00e1c l\u01b0\u1ee3t \u0111\u1ec1 c\u1eadp, cu\u1ed9c tr\u00f2 chuy\u1ec7n trong khi l\u1eafng nghe tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i s\u1ebd gi\u00fap b\u1ea1n c\u00f3 \u0111\u01b0\u1ee3c c\u00e1c h\u00e0nh \u0111\u1ed9ng, ph\u1ea3n \u1ee9ng ph\u00f9 h\u1ee3p, t\u00ecm ra nguy\u00ean nh\u00e2n g\u1ed1c r\u1ec5 \u0111\u1eb1ng sau c\u00e1c cu\u1ed9c tr\u00f2 chuy\u1ec7n v\u00e0 th\u1ef1c hi\u1ec7n thay \u0111\u1ed5i chi\u1ebfn l\u01b0\u1ee3c mang t\u00ednh d\u00e0i h\u1ea1n.<\/p>\n

      Social listening v\u00e0 vai tr\u00f2 k\u1ebft n\u1ed1i, m\u1edf r\u1ed9ng quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng<\/h2>\n

      N\u1ebfu b\u1ea1n kh\u00f4ng s\u1eed d\u1ee5ng social listening trong chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb r\u1ea5t c\u00f3 th\u1ec3 b\u1ea1n \u0111ang b\u1ecb l\u1ea7m t\u01b0\u1edfng v\u1ec1 nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng \u0111\u1ec1 c\u1eadp t\u1edbi th\u01b0\u01a1ng hi\u1ec7u \u2013 cho d\u00f9 \u0111i\u1ec1u \u0111\u00f3 t\u00edch c\u1ef1c hay ti\u00eau c\u1ef1c.<\/p>\n

      Kh\u00f4ng nh\u1eefng th\u1ebf, l\u00e0 ch\u1ee7 doanh nghi\u1ec7p trong th\u1eddi \u0111\u1ea1i s\u1ed1, ch\u1eafc ch\u1eafn b\u1ea1n s\u1ebd r\u1ea5t quan t\u00e2m \u0111\u1ebfn kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh. \u0110i\u1ec1u \u0111\u00f3 c\u0169ng \u0111\u1ed3ng ngh\u0129a khi ch\u1ee7 \u0111\u1ed9ng c\u00f3 trong tay th\u00f4ng tin, insights do social listening tr\u1ea3 v\u1ec1 \u2013 thay v\u00ec b\u1ecb \u0111\u1ed9ng gi\u1ea3i quy\u1ebft h\u1eadu qu\u1ea3 s\u1ebd gi\u00fap th\u01b0\u01a1ng hi\u1ec7u \u0111i tr\u01b0\u1edbc m\u1ed9t b\u01b0\u1edbc so v\u1edbi \u0111\u1ed1i th\u1ee7.<\/p>\n

      Durex t\u1ea1o \u0111\u01b0\u1ee3c s\u1ef1 h\u00e0o h\u1ee9ng v\u1edbi kh\u00e1ch h\u00e0ng v\u1edbi nh\u1eefng ph\u1ea3n h\u1ed3i \"ch\u1ea5t nh\u01b0 n\u01b0\u1edbc c\u1ea5t\"<\/p>\n

      Durex t\u1ea1o s\u1ef1 h\u00e0o h\u1ee9ng v\u1edbi kh\u00e1ch h\u00e0ng v\u1edbi nh\u1eefng ph\u1ea3n h\u1ed3i \u201cch\u1ea5t nh\u01b0 n\u01b0\u1edbc c\u1ea5t\u201d<\/p>\n<\/div>\n

      1. T\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng<\/h3>\n

      V\u1edbi s\u1ef1 tr\u1ee3 gi\u00fap c\u1ee7a c\u00e1c c\u00f4ng c\u1ee5 l\u1eafng nghe tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i, ph\u1ea3n h\u1ed3i c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u trong c\u00e1c cu\u1ed9c tr\u00f2 chuy\u1ec7n; chia s\u1ebb v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a d\u1ecbch v\u1ee5; s\u1ef1 ph\u00f9 h\u1ee3p c\u1ee7a s\u1ea3n ph\u1ea9m; tr\u1ea3i nghi\u1ec7m ngh\u1ec9 d\u01b0\u1ee1ng c\u1ee7a b\u1ea1n b\u00e8, v.v s\u1ebd gi\u00fap kh\u00e1ch h\u00e0ng nh\u1edb \u0111\u1ebfn b\u1ea1n nhi\u1ec1u h\u01a1n.<\/p>\n

      Kh\u00f4ng nh\u1eefng th\u1ebf, kh\u00e1ch h\u00e0ng c\u00f2n \u0111\u1eb7c bi\u1ec7t h\u00e0o h\u1ee9ng khi th\u01b0\u01a1ng hi\u1ec7u tham gia th\u1ea3o lu\u1eadn, ph\u1ea3n h\u1ed3i \u00fd ki\u1ebfn, b\u00ecnh lu\u1eadn c\u1ee7a h\u1ecd theo nh\u1eefng c\u00e1ch s\u00e1ng t\u1ea1o nh\u1ea5t. Theo th\u1ed1ng k\u00ea c\u1ee7a Sprout Social, 83% ng\u01b0\u1eddi d\u00f9ng \u0111\u1eb7c bi\u1ec7t th\u00edch vi\u1ec7c th\u01b0\u01a1ng hi\u1ec7u tham gia cu\u1ed9c tr\u00f2 chuy\u1ec7n tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i. Social listening cho ph\u00e9p doanh nghi\u1ec7p t\u1ea1o hi\u1ec7u \u1ee9ng th\u00f4ng qua c\u00e1c ph\u1ea3n h\u1ed3i, t\u1eeb \u0111\u00f3 gi\u00fap gia t\u0103ng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng c\u0169ng nh\u01b0 t\u0103ng t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/p>\n

      2. Ph\u1ea3n h\u1ed3i theo th\u1eddi gian th\u1ef1c<\/h3>\n

      Kh\u00f4ng ch\u1ec9 d\u1eebng l\u1ea1i \u1edf kh\u1ea3 n\u0103ng t\u01b0\u01a1ng t\u00e1c, l\u1eafng nghe tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i cho ph\u00e9p b\u1ea1n nhanh ch\u00f3ng ph\u00e1t hi\u1ec7n nh\u1eefng thay \u0111\u1ed5i v\u1ec1 c\u1ea3m x\u00fac (t\u00edch c\u1ef1c \u2013 ti\u00eau c\u1ef1c) c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 d\u1ef1 \u0111o\u00e1n \u0111\u01b0\u1ee3c di\u1ec5n bi\u1ebfn c\u1ee7a c\u00e2u chuy\u1ec7n (\u0111\u1eb7c bi\u1ec7t theo chi\u1ec1u h\u01b0\u1edbng ti\u00eau c\u1ef1c) v\u00e0 c\u00f3 \u0111\u01b0\u1ee3c ph\u01b0\u01a1ng \u00e1n x\u1eed l\u00fd t\u1ed1t nh\u1ea5t. \u0110i\u1ec3m n\u00e0y c\u0169ng t\u01b0\u01a1ng t\u1ef1 khi b\u1ea1n \u0111\u00e3 ph\u1ea3n h\u1ed3i ho\u1eb7c gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng th\u00ec ngay sau \u0111\u00f3, b\u1ea1n c\u00f3 th\u1ec3 \u0111\u00e1nh gi\u00e1 li\u1ec7u h\u1ecd c\u00f3 h\u00e0i l\u00f2ng hay kh\u00f4ng.<\/p>\n

      B\u1eb1ng c\u00e1ch xem x\u00e9t t\u1ea5t c\u1ea3 c\u00e1c ph\u1ea3n h\u1ed3i v\u00e0 nh\u1eadn x\u00e9t c\u1ee7a kh\u00e1ch h\u00e0ng, b\u1ea1n c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng ph\u00e2n t\u00edch hi\u1ec7u qu\u1ea3 c\u1ee7a nh\u1eefng chi\u1ebfn d\u1ecbch truy\u1ec1n th\u00f4ng \u0111\u00e3 \u2013 \u0111ang tri\u1ec3n khai \u0111\u01b0\u1ee3c \u0111\u00f3n nh\u1eadn th\u1ebf n\u00e0o c\u0169ng nh\u01b0 th\u01b0\u01a1ng hi\u1ec7u h\u1ed7 tr\u1ee3 theo c\u00e1ch n\u00e0o s\u1ebd hi\u1ec7u qu\u1ea3. Ch\u01b0a h\u1ebft, nhanh ch\u00f3ng ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i c\u0169ng gi\u00fap th\u01b0\u01a1ng hi\u1ec7u c\u00f3 th\u1ec3 thu h\u00fat s\u1ef1 ch\u00fa \u00fd, ghi \u0111i\u1ec3m trong m\u1eaft kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng \u2013 ng\u01b0\u1eddi c\u00f3 th\u1ec3 ch\u01b0a t\u01b0\u01a1ng t\u00e1c v\u1edbi b\u1ea1n nh\u01b0ng l\u1ea1i l\u00e0 b\u1ea1n b\u00e8 hay \u0111ang follow kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n.<\/p>\n

      3. Hi\u1ec3u th\u00eam v\u1ec1 insights kh\u00e1ch h\u00e0ng<\/h3>\n

      Kh\u00e1i ni\u1ec7m social listening kh\u00f4ng ch\u1ec9 gi\u00fap th\u01b0\u01a1ng hi\u1ec7u hi\u1ec3u h\u01a1n v\u1ec1 nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng c\u1ea3m nh\u1eadn m\u00e0 c\u00f2n h\u1ea1n ch\u1ebf t\u1ed1i \u0111a \u0111\u00e1nh gi\u00e1 ch\u1ee7 quan, v\u00f5 \u0111o\u00e1n t\u1eeb ph\u00eda doanh nghi\u1ec7p. \u0110\u1ed3ng th\u1eddi, \u0111\u00e2y c\u0169ng l\u00e0 c\u00f4ng c\u1ee5 gi\u00fap b\u1ea1n t\u00ecm hi\u1ec3u \u0111\u1ed1i th\u1ee7 \u0111ang l\u00e0m g\u00ec: chu\u1ea9n b\u1ecb tung ra s\u1ea3n ph\u1ea9m m\u1edbi, \u0111\u1ecbnh h\u01b0\u1edbng ph\u00e1t tri\u1ec3n c\u00e1c chi\u1ebfn d\u1ecbch ti\u1ebfp th\u1ecb v.v. V\u1ec1 c\u01a1 b\u1ea3n, social listening c\u00f3 th\u1ec3 gi\u00fap b\u1ea1n t\u00ecm th\u1ea5y c\u01a1 h\u1ed9i v\u00e0 ph\u00e1t hi\u1ec7n c\u00e1c m\u1ed1i \u0111e d\u1ecda tr\u01b0\u1edbc khi ch\u00fang x\u1ea3y ra, t\u1eeb \u0111\u00f3 t\u1ea1o cho b\u1ea1n c\u00f3 \u0111\u01b0\u1ee3c s\u1ef1 ch\u1ee7 \u0111\u1ed9ng trong kh\u00e2u l\u1eadp k\u1ebf ho\u1ea1ch v\u00e0 \u0111\u01b0a ra ph\u1ea3n h\u1ed3i ph\u00f9 h\u1ee3p!<\/p>\n

      \"Sproutsocial\"<\/p>\n

      Ph\u1ea7n m\u1ec1m qu\u1ea3n l\u00fd truy\u1ec1n th\u00f4ng m\u1ea1ng x\u00e3 h\u1ed9i Sprout Social<\/p>\n<\/div>\n

      M\u1ed9t s\u1ed1 c\u00f4ng c\u1ee5 social listening hi\u1ec7u qu\u1ea3<\/h2>\n

      1. Sprout Social \u2013 Ph\u1ea7n m\u1ec1m qu\u1ea3n l\u00fd truy\u1ec1n th\u00f4ng m\u1ea1ng x\u00e3 h\u1ed9i n\u00e0y s\u1ebd gi\u00fap c\u1ea3i thi\u1ec7n t\u01b0\u01a1ng t\u00e1c c\u1ee7a b\u1ea1n v\u1edbi kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i c\u0169ng nh\u01b0 t\u1eadp kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng. Sprout cho ph\u00e9p \u0111\u01b0a ra ph\u00e2n t\u00edch chuy\u00ean s\u00e2u, h\u1ee3p l\u00fd h\u00f3a, m\u1edf r\u1ed9ng c\u00e1c n\u1ed7 l\u1ef1c t\u01b0\u01a1ng t\u00e1c, t\u1eeb \u0111\u00f3 th\u01b0\u01a1ng hi\u1ec7u d\u1ec5 d\u00e0ng \u0111\u01b0a ra c\u00e1c quy\u1ebft \u0111\u1ecbnh s\u00e1ng su\u1ed1t v\u1ec1 chi\u1ebfn l\u01b0\u1ee3c, n\u1ed9i dung tri\u1ec3n khai v\u00e0 ph\u00e1t hi\u1ec7n xu h\u01b0\u1edbng v\u00e0 insights \u0111\u1ec3 thay \u0111\u1ed5i chi\u1ebfn l\u01b0\u1ee3c. \u0110\u1ed3ng th\u1eddi, t\u00ednh n\u0103ng gi\u00e1m s\u00e1t theo th\u1eddi gian th\u1ef1c cho ph\u00e9p theo d\u00f5i tin nh\u1eafn v\u00e0 n\u1ed9i dung xung quanh t\u1eeb kh\u00f3a li\u00ean quan t\u1edbi th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n

      2. Hootsuite \u2013 N\u1ec1n t\u1ea3ng l\u1eafng nghe v\u00e0 gi\u00e1m s\u00e1t m\u1ea1ng x\u00e3 h\u1ed9i th\u00fa v\u1ecb n\u00e0y s\u1ebd gi\u00fap b\u1ea1n x\u00e2y d\u1ef1ng v\u00e0 ph\u00e1t tri\u1ec3n m\u1ed1i quan h\u1ec7 v\u1edbi nh\u1eefng ng\u01b0\u1eddi \u0111ang t\u01b0\u01a1ng t\u00e1c tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i. \u0110i\u1ec1u n\u00e0y c\u0169ng \u0111\u1ed3ng ngh\u0129a b\u1ea1n c\u00f3 th\u1ec3 xem n\u1ed9i dung c\u00e1c tin nh\u1eafn, b\u00ecnh lu\u1eadn v\u00e0 \u0111\u1ec1 c\u1eadp t\u1edbi th\u01b0\u01a1ng hi\u1ec7u tr\u00ean b\u1ea5t k\u1ef3 m\u1ea1ng x\u00e3 h\u1ed9i n\u00e0o v\u00e0 nhanh ch\u00f3ng ph\u1ea3n h\u1ed3i th\u00f4ng qua m\u1ed9t b\u1ea3ng \u0111i\u1ec1u khi\u1ec3n th\u00f4ng minh.<\/p>\n

      Ch\u01b0a h\u1ebft, Hootsuite s\u1ebd \u0111\u01b0a ra c\u00e1c ph\u00e2n t\u00edch li\u00ean quan \u0111\u1ebfn nh\u1eefng th\u1ea3o lu\u1eadn v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u, \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh v\u00e0 t\u1ed5ng quan v\u1ec1 th\u1ecb tr\u01b0\u1eddng. Nh\u1edd \u0111\u00f3, b\u1ea1n s\u1ebd c\u00f3 c\u00e1i nh\u00ecn t\u1ed5ng qu\u00e1t v\u00e0 d\u1ec5 d\u00e0ng h\u01a1n trong t\u00ecm ki\u1ebfm c\u00e1c gi\u1ea3i ph\u00e1p v\u00e0 chi\u1ebfn l\u01b0\u1ee3c ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u kinh doanh.<\/p>\n

      3. HubSpot \u2013 HubSpot cho ph\u00e9p t\u1ed1i \u01b0u t\u01b0\u01a1ng t\u00e1c tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i v\u00e0 k\u1ebft n\u1ed1i nhanh ch\u00f3ng v\u1edbi kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng khi ho\u1ea1t \u0111\u1ed9ng ho\u00e0n h\u1ea3o nh\u01b0 m\u1ed9t gi\u1ea3i ph\u00e1p m\u1ed9t c\u1eeda \u0111\u1ec3 t\u1ea1o c\u00e1c chi\u1ebfn d\u1ecbch ti\u1ebfp th\u1ecb, chia s\u1ebb n\u1ed9i dung bao g\u1ed3m b\u00e0i \u0111\u0103ng blog v\u00e0 landing pages t\u1edbi m\u1ed9t lo\u1ea1t c\u00e1c k\u00eanh v\u00e0o th\u1eddi \u0111i\u1ec3m th\u00edch h\u1ee3p. M\u1ed9t t\u00ednh n\u0103ng v\u01b0\u1ee3t tr\u00ean c\u1ea3 social listening ch\u00ednh l\u00e0 ph\u1ea7n m\u1ec1m inbound marketing to\u00e0n di\u1ec7n c\u00f3 kh\u1ea3 n\u0103ng h\u1ed7 tr\u1ee3 th\u01b0\u01a1ng hi\u1ec7u tr\u00ean nhi\u1ec1u kh\u00eda c\u1ea1nh.<\/p>\n

      Tham kh\u1ea3o c\u00e1ch Dell v\u00e0 Nescafe \u1ee9ng d\u1ee5ng social listening<\/h2>\n

      \u0110\u1ed1i v\u1edbi m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u l\u00e2u \u0111\u1eddi nh\u01b0 Dell, vi\u1ec7c s\u1eed d\u1ee5ng m\u1ed9t c\u00f4ng c\u1ee5 duy nh\u1ea5t kh\u00f4ng t\u1ea1o qu\u00e1 nhi\u1ec1u kh\u00e1c bi\u1ec7t, v\u00ec v\u1eady \u201c\u00f4ng l\u1edbn\u201d n\u00e0y \u0111\u00e3 quy\u1ebft \u0111\u1ecbnh k\u1ebft h\u1ee3p c\u00e1c n\u1ec1n t\u1ea3ng social listening ph\u1ed5 bi\u1ebfn \u0111\u1ec3 t\u1ea1o m\u1ed9t s\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c t\u1ed1i \u01b0u theo nhu c\u1ea7u mang t\u00ean Idea Storm.<\/p>\n

      Th\u00eam v\u00e0o \u0111\u00f3, Dell \u0111\u00e3 s\u1edbm quy\u1ebft \u0111\u1ecbnh th\u00e0nh l\u1eadp Trung t\u00e2m ch\u1ec9 huy truy\u1ec1n th\u00f4ng m\u1ea1ng x\u00e3 h\u1ed9i c\u1ee7a ri\u00eang m\u00ecnh \u0111\u1ec3 l\u1eafng nghe ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng ngay sau khi mua s\u1ea3n ph\u1ea9m. \u0110\u00e3 c\u00f3 th\u1eddi \u0111i\u1ec3m, cu\u1ed1n s\u1ed5 tay m\u00e3 ngu\u1ed3n m\u1edf do Dell xu\u1ea5t b\u1ea3n g\u00e2y ra r\u1ea5t nhi\u1ec1u ph\u1ea3n \u1ee9ng ti\u00eau c\u1ef1c. V\u1edbi s\u1ef1 gi\u00fap \u0111\u1ee1 c\u1ee7a Idea Storm, c\u00f4ng ty \u0111\u00e3 c\u00f3 th\u1ec3 ngay l\u1eadp t\u1ee9c kh\u1eafc ph\u1ee5c t\u00ecnh tr\u1ea1ng n\u00e0y, t\u0103ng t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng trung th\u00e0nh v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n

      M\u1ed9t v\u00ed d\u1ee5 kh\u00e1c ph\u1ea3i k\u1ec3 t\u1edbi Nescafe. Th\u01b0\u01a1ng hi\u1ec7u n\u00e0y \u0111\u00e3 h\u1ee3p t\u00e1c v\u1edbi m\u1ed9t agency v\u1ec1 ti\u1ebfp th\u1ecb \u00a0s\u1ed1 \u0111\u1ec3 ph\u00e1t tri\u1ec3n m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c n\u1ed9i dung tr\u1ef1c quan tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i v\u1edbi m\u1ee5c ti\u00eau l\u00e0 t\u0103ng l\u01b0\u1ee3ng t\u01b0\u01a1ng t\u00e1c. Ch\u1ec9 sau m\u1ed9t th\u1eddi gian ng\u1eafn, v\u1edbi s\u1ef1 tr\u1ee3 gi\u00fap c\u1ee7a nhi\u1ec1u c\u00f4ng c\u1ee5 l\u1eafng nghe tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i, h\u1ecd \u0111\u00e3 c\u00f3 th\u1ec3 t\u1ea1o ra m\u1ed9t l\u1ecbch xu\u1ea5t b\u1ea3n n\u1ed9i dung ph\u00f9 h\u1ee3p v\u1edbi insights kh\u00e1ch h\u00e0ng. Cyndi Chin \u2013 gi\u00e1m \u0111\u1ed1c th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a Nescafe chia s\u1ebb: ch\u1ec9 trong ba th\u00e1ng, l\u01b0\u1ee3ng t\u01b0\u01a1ng t\u00e1c tr\u00ean Instagram \u0111\u00e3 t\u0103ng g\u1ea5p 4 l\u1ea7n, l\u01b0\u1ee3ng theo d\u00f5i, \u0111\u1ec1 c\u1eadp t\u1edbi th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ec1u t\u0103ng 8 l\u1ea7n so v\u1edbi tr\u01b0\u1edbc \u0111\u00f3.<\/p>\n

      K\u1ebft lu\u1eadn<\/strong><\/p>\n

      Ch\u01b0a khi n\u00e0o vai tr\u00f2 c\u1ee7a kh\u00e1ch h\u00e0ng trong thi\u1ebft k\u1ebf k\u1ecbch b\u1ea3n t\u0103ng tr\u01b0\u1edfng c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u l\u1ea1i r\u00f5 r\u00e0ng h\u01a1n bao gi\u1edd h\u1ebft. \u0110i\u1ec1u n\u00e0y c\u0169ng \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c duy tr\u00ec tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 ng\u01b0\u1eddi d\u00f9ng v\u01b0\u1ee3t tr\u1ed9i trong m\u1ed9t th\u1ebf gi\u1edbi v\u1edbi qu\u00e1 nhi\u1ec1u l\u1ef1a ch\u1ecdn l\u00e0 \u0111i\u1ec1u t\u1ed1i quan tr\u1ecdng. Hy v\u1ecdng b\u1ea1n c\u00f3 th\u1ec3 h\u00ecnh dung vai tr\u00f2 c\u1ee7a \u1ee9ng d\u1ee5ng social listening \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c \u0111\u00fang \u0111\u1eafn, chi\u1ebfm tr\u1ecdn tr\u00e1i tim kh\u00e1ch h\u00e0ng.<\/p>\n

      Theo LivechatInc<\/i><\/p>\n

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

        \n
      • Th\u1eaft ch\u1eb7t m\u1ed1i quan h\u1ec7 gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 doanh nghi\u1ec7p<\/em><\/li>\n
      • L\u00fd do kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng v\u00e0 c\u00e1ch kh\u1eafc ph\u1ee5c<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

        Theo th\u1ed1ng k\u00ea c\u1ee7a t\u1edd New York Times, m\u1ed7i ng\u00e0y ch\u00fang ta d\u00e0nh t\u1edbi h\u01a1n 50 ph\u00fat \u0111\u1ec3 c\u1eadp nh\u1eadt v\u00e0 chia s\u1ebb th\u00f4ng tin, tr\u00f2 chuy\u1ec7n, \u0111\u0103ng \u1ea3nh, b\u00ecnh lu\u1eadn tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i. Nh\u01b0ng l\u00e0m th\u1ebf n\u00e0o t\u1eadn d\u1ee5ng nh\u1eefng ho\u1ea1t \u0111\u1ed9ng n\u00e0y v\u00e0 t\u1ea1o thay \u0111\u1ed5i \u0111\u00e1ng k\u1ec3 trong chi\u1ebfn l\u01b0\u1ee3c truy\u1ec1n […]<\/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\/52658"}],"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=52658"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52658\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=52658"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=52658"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=52658"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}