{"id":52739,"date":"2023-12-20T04:52:56","date_gmt":"2023-12-19T21:52:56","guid":{"rendered":"https:\/\/masterskills.org\/blog\/trai-nghiem-khach-hang-diem-10-khong-ngoai-tam-voi.html"},"modified":"2023-12-20T04:52:56","modified_gmt":"2023-12-19T21:52:56","slug":"trai-nghiem-khach-hang-diem-10-khong-ngoai-tam-voi","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/trai-nghiem-khach-hang-diem-10-khong-ngoai-tam-voi.html","title":{"rendered":"Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111i\u1ec3m 10: Kh\u00f4ng ngo\u00e0i t\u1ea7m v\u1edbi"},"content":{"rendered":"
Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ho\u00e0n h\u1ea3o s\u1ebd gi\u00fap b\u1ea1n c\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, gi\u1ea3m t\u1ec9 l\u1ec7 b\u1ecf trang tr\u00ean website v\u00e0 t\u0103ng l\u1ee3i nhu\u1eadn.<\/p>\n

1. X\u00e1c \u0111\u1ecbnh t\u1ea7m nh\u00ecn c\u1ee5 th\u1ec3 v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h2>\n

Nghe c\u00f3 v\u1ebb \u201cng\u01b0\u1ee3c \u0111\u1eddi\u201d nh\u01b0ng b\u01b0\u1edbc \u0111\u1ea7u ti\u00ean nh\u1eb1m gi\u1ea3i b\u00e0i to\u00e1n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u1ea1i kh\u00f4ng ph\u1ea3i h\u01b0\u1edbng \u0111\u1ebfn kh\u00e1ch h\u00e0ng m\u00e0 quay m\u0169i t\u00ean v\u1ec1 ch\u00ednh nh\u00e2n vi\u00ean trong c\u00f4ng ty. C\u00e1c m\u1ee5c ti\u00eau c\u00e0ng r\u00f5 r\u00e0ng d\u01b0\u1edbi d\u1ea1ng h\u01b0\u1edbng d\u1eabn c\u00e0ng khi\u1ebfn c\u00e1c nh\u00e2n vi\u00ean th\u1ea5u hi\u1ec3u h\u1ecd c\u1ea7n ph\u1ea3i l\u00e0m g\u00ec khi giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n

M\u1ed9t khi c\u00e1c nguy\u00ean t\u1eafc \u0111\u01b0\u1ee3c x\u00e1c l\u1eadp, h\u00e0nh vi c\u1ee7a c\u00e1c nh\u00e2n vi\u00ean trong c\u00f4ng ty s\u1ebd \u0111i v\u00e0o khu\u00f4n kh\u1ed5. M\u1ed7i th\u00e0nh vi\u00ean trong nh\u00f3m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng n\u00ean th\u1ea5u hi\u1ec3u c\u00e1c nguy\u00ean l\u00fd n\u00e0y, \u00e1p d\u1ee5ng trong qu\u00e1 tr\u00ecnh hu\u1ea5n luy\u1ec7n v\u00e0 ph\u00e1t tri\u1ec3n.<\/p>\n

2. Hi\u1ec3u kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n l\u00e0 ai<\/h2>\n

B\u01b0\u1edbc ti\u1ebfp theo trong vi\u1ec7c hi\u1ec7n th\u1ef1c h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111i\u1ec3m 10 l\u00e0 x\u00e1c \u0111\u1ecbnh c\u00e1c nh\u00f3m kh\u00e1ch h\u00e0ng th\u01b0\u1eddng xuy\u00ean t\u01b0\u01a1ng t\u00e1c. N\u1ebfu nh\u00e2n vi\u00ean c\u1ee7a b\u1ea1n th\u1ef1c s\u1ef1 hi\u1ec3u nh\u1eefng \u0111i\u1ec1u kh\u00e1ch h\u00e0ng c\u1ea7n v\u00e0 mu\u1ed1n, h\u1ecd s\u1ebd c\u1ea7n c\u00f3 kh\u1ea3 n\u0103ng k\u1ebft n\u1ed1i v\u00e0 th\u1ea5u hi\u1ec3u nh\u1eefng ho\u00e0n c\u1ea3nh v\u00e0 r\u1eafc r\u1ed1i v\u00e0 m\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 \u0111\u1ed1i m\u1eb7t.<\/p>\n

M\u1ed9t c\u00e1ch h\u1eefu hi\u1ec7u \u0111\u1ec3 l\u00e0m vi\u1ec7c n\u00e0y l\u00e0 \u201cv\u1ebd\u201d ch\u00e2n dung kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u1eb7t t\u00ean c\u0169ng nh\u01b0 t\u00ednh c\u00e1ch. V\u00ed d\u1ee5, Ng\u1ecdc: 35 tu\u1ed5i, th\u00edch c\u00f4ng ngh\u1ec7 v\u00e0 lu\u00f4n ch\u1ee7 \u0111\u1ed9ng theo d\u00f5i c\u00e1c video li\u00ean quan \u0111\u1ebfn vi\u1ec7c h\u01b0\u1edbng d\u1eabn s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m c\u00f4ng ngh\u1ec7 m\u1edbi, trong khi Nam 42 tu\u1ed5i l\u1ea1i c\u1ea7n theo s\u00e1t nh\u1eefng h\u01b0\u1edbng d\u1eabn d\u1ea1ng \u201cc\u1ea7m tay ch\u1ec9 vi\u1ec7c\u201d r\u00f5 r\u00e0ng t\u1eebng b\u01b0\u1edbc tr\u00ean website.<\/p>\n

\"Ch\u00e2n<\/p>\n

C\u00e1c c\u00e2u h\u1ecfi c\u1ea7n \u0111\u1eb7t ra \u0111\u1ec3 v\u1ebd ch\u00e2n dung kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

B\u1eb1ng vi\u1ec7c hi\u1ec3u r\u00f5 ch\u00e2n dung kh\u00e1ch h\u00e0ng, \u0111\u1ed9i ng\u0169 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 nh\u1eadn bi\u1ebft h\u1ecd l\u00e0 ai v\u00e0 hi\u1ec3u h\u1ecd t\u1edbi t\u1eadn \u201cch\u00e2n t\u01a1 k\u1ebd t\u00f3c\u201d. \u0110\u00e2y l\u00e0 b\u01b0\u1edbc quan tr\u1ecdng trong vi\u1ec7c th\u1ef1c s\u1ef1 \u0111\u1eb7t kh\u00e1ch h\u00e0ng v\u00e0o trung t\u00e2m.<\/p>\n

3. T\u1ea1o k\u1ebft n\u1ed1i v\u1ec1 m\u1eb7t c\u1ea3m x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng<\/h2>\n

Ch\u00e2n l\u00fd: B\u1ea1n n\u00f3i g\u00ec kh\u00f4ng quan tr\u1ecdng, quan tr\u1ecdng l\u00e0 b\u1ea1n n\u00f3i nh\u01b0 th\u1ebf n\u00e0o.<\/strong><\/p>\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ho\u00e0n h\u1ea3o nh\u1ea5t c\u00f3 \u0111\u01b0\u1ee3c khi m\u1ed9t nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u1ea1o \u0111\u01b0\u1ee3c k\u1ebft n\u1ed1i v\u1ec1 m\u1eb7t c\u1ea3m x\u00fac v\u1edbi m\u1ed9t ng\u01b0\u1eddi mua n\u00e0o \u0111\u00f3. Nghi\u00ean c\u1ee9u th\u1ef1c hi\u1ec7n b\u1edfi Journal of Consumer Research cho th\u1ea5y tr\u00ean 50% tr\u1ea3i nghi\u1ec7m d\u1ef1a tr\u00ean c\u1ea3m x\u00fac v\u00ec c\u1ea3m x\u00fac d\u1eabn t\u1edbi th\u00e1i \u0111\u1ed9 th\u00edch\/kh\u00f4ng th\u00edch, t\u1eeb \u0111\u00f3 ra \u0111\u1eddi quy\u1ebft \u0111\u1ecbnh mua\/kh\u00f4ng mua.<\/p>\n

Kh\u00e1ch h\u00e0ng trung th\u00e0nh xu\u1ea5t hi\u1ec7n khi h\u1ecd c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c g\u1eafn k\u1ebft tr\u00ean kh\u00eda c\u1ea1nh c\u1ea3m x\u00fac v\u00e0 nh\u1edb \u0111\u01b0\u1ee3c r\u1eb1ng h\u1ecd c\u1ea3m th\u1ea5y th\u1ebf n\u00e0o khi s\u1eed d\u1ee5ng m\u1ed9t s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5. M\u1ed9t doanh nghi\u1ec7p t\u1ed1i \u01b0u h\u00f3a k\u1ebft n\u1ed1i v\u1ec1 m\u1eb7t c\u1ea3m x\u00fac ho\u00e0n to\u00e0n c\u00f3 kh\u1ea3 n\u0103ng \u201cv\u01b0\u1ee3t m\u1eb7t\u201d \u0111\u1ed1i th\u1ee7 l\u00ean \u0111\u1ebfn 85% x\u00e9t tr\u00ean t\u1ed1c \u0111\u1ed9 t\u0103ng tr\u01b0\u1edfng doanh s\u1ed1.<\/p>\n

\"nang<\/p>\n

S\u1eed d\u1ee5ng c\u1ee7a c\u00e1c icon c\u00f3 tr\u00ean Masterskills s\u1ebd t\u1ea1o c\u1ea3m x\u00fac t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh<\/p>\n<\/div>\n

M\u1ed9t nghi\u00ean c\u1ee9u t\u1eeb Harvard Business Review kh\u00e1m ph\u00e1 c\u00e1c kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c k\u1ebft n\u1ed1i nh\u1edd c\u1ea3m x\u00fac th\u01b0\u1eddng:<\/p>\n

    \n
  • \u00cdt nh\u1ea5t 3 l\u1ea7n gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n<\/li>\n
  • Quay l\u1ea1i mua h\u00e0ng tr\u00ean 3 l\u1ea7n<\/li>\n
  • Kh\u00f4ng ch\u1ee7 \u0111\u00edch t\u00ecm ki\u1ebfm mua h\u00e0ng \u1edf nh\u1eefng n\u01a1i kh\u00e1c (44% cho bi\u1ebft h\u1ecd hi\u1ebfm khi ho\u1eb7c kh\u00f4ng bao gi\u1edd t\u00ecm mua n\u01a1i kh\u00e1c)<\/li>\n
  • Tr\u1edf n\u00ean \u00edt nh\u1ea1y c\u1ea3m v\u1ec1 gi\u00e1 (33% n\u00f3i r\u1eb1ng h\u1ecd c\u1ea7n m\u1ee9c gi\u1ea3m gi\u00e1 20% ho\u1eb7c h\u01a1n t\u1eeb ph\u00eda c\u00f4ng ty \u0111\u1ed1i th\u1ee7 tr\u01b0\u1edbc khi quy\u1ebft \u0111\u1ecbnh d\u1eebng mua h\u00e0ng \u1edf c\u00f4ng ty hi\u1ec7n t\u1ea1i).<\/li>\n<\/ul>\n

    4. Ghi nh\u1eadn ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng theo th\u1eddi gian th\u1ef1c<\/h2>\n

    H\u1ecfi kh\u00e1ch h\u00e0ng v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd l\u00e0 c\u00e1ch t\u1ed1t nh\u1ea5t \u0111\u1ec3 b\u1ea1n bi\u1ebft \u0111\u01b0\u1ee3c b\u1ea1n c\u00f3 \u0111ang l\u00e0m t\u1ed1t c\u00f4ng vi\u1ec7c n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hay kh\u00f4ng. \u0110\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u n\u00e0y, b\u1ea1n s\u1ebd c\u1ea7n t\u1edbi nh\u1eefng b\u1ea3n kh\u1ea3o s\u00e1t sau khi kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p, s\u1eed d\u1ee5ng t\u1edbi c\u00e1c c\u00f4ng c\u1ee5 t\u1ef1 \u0111\u1ed9ng h\u00f3a nh\u01b0 email hay cu\u1ed9c g\u1ecdi.<\/p>\n

    B\u1ea1n c\u00f3 th\u1ec3 g\u1eedi tin nh\u1eafn t\u1ef1 \u0111\u1ed9ng ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng t\u1ee9c th\u1eddi b\u1eb1ng c\u00e1c Automation \u2013 g\u1eedi tin nh\u1eafn t\u1ef1 \u0111\u1ed9ng c\u1ee7a Masterskills. Ngo\u00e0i ra, t\u00ednh n\u0103ng g\u1eedi email t\u1ef1 \u0111\u1ed9ng h\u00f3a t\u1eeb Masterskills\u00a0c\u0169ng\u00a0l\u00e0 m\u1ed9t trong nh\u1eefng ph\u01b0\u01a1ng \u00e1n ph\u00f9 h\u1ee3p nh\u1ea5t cho b\u1ea1n khi mu\u1ed1n n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u00f4ng qua c\u00e1c ph\u1ea3n h\u1ed3i.<\/p>\n

    \"nang<\/p>\n

    N\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u00f4ng qua c\u00e1c ph\u1ea3n h\u1ed3i nh\u1edd Masterskills Email<\/p>\n<\/div>\n

    C\u1ee5 th\u1ec3, doanh nghi\u1ec7p c\u00f3 th\u1ec3 ch\u1ee7 \u0111\u1ed9ng g\u1eedi Email Marketing d\u1ef1a theo ph\u00e2n kh\u00fac v\u00e0 h\u00e0nh vi c\u1ee7a kh\u00e1ch h\u00e0ng, thu\u1eadn ti\u1ec7n ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u00fang m\u1ee5c ti\u00eau, \u0111\u00fang th\u1eddi \u0111i\u1ec3m, kh\u00f4ng b\u1ecf l\u1ee1 b\u1ea5t k\u1ef3 m\u1ed9t kh\u00e1ch h\u00e0ng n\u00e0o. B\u1ea1n t\u1ea1o Automation g\u1eedi email t\u1ef1 \u0111\u1ed9ng v\u1edbi k\u00eanh th\u1ef1c hi\u1ec7n l\u00e0 Masterskills email d\u1ef1a tr\u00ean c\u00e1c \u0111i\u1ec1u ki\u1ec7n theo c\u00e1c k\u1ecbch b\u1ea3n b\u1ea1n s\u00e1ng t\u1ea1o ra v\u00e0 Masterskills s\u1ebd gi\u00fap b\u1ea1n ho\u00e0n t\u1ea5t c\u00f4ng vi\u1ec7c c\u00f2n l\u1ea1i!<\/p>\n

    5. \u0110o l\u01b0\u1eddng ROI t\u1eeb vi\u1ec7c \u0111em l\u1ea1i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi<\/h2>\n

    L\u00e0m sao b\u1ea1n c\u00f3 th\u1ec3 bi\u1ebft r\u1eb1ng t\u1ea5t c\u1ea3 nh\u1eefng \u0111\u1ea7u t\u01b0 v\u1ec1 m\u1eb7t qu\u00e1 tr\u00ecnh, c\u00f4ng ngh\u1ec7, nh\u00e2n l\u1ef1c nh\u1eb1m c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u00eam kh\u00e1ch h\u00e0ng \u0111ang \u0111em l\u1ea1i k\u1ebft qu\u1ea3 \u0111\u00e1ng h\u00e0i l\u00f2ng? C\u00e2u tr\u1ea3 l\u1eddi n\u1eb1m \u1edf hi\u1ec7u qu\u1ea3 kinh doanh.<\/p>\n

    \u0110o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t trong nh\u1eefng th\u00e1ch th\u1ee9c l\u1edbn nh\u1ea5t m\u00e0 doanh nghi\u1ec7p ph\u1ea3i \u0111\u1ed1i m\u1eb7t. H\u00e3y s\u1eed d\u1ee5ng c\u00e2u h\u1ecfi tr\u1ef1c ti\u1ebfp, d\u1ea1ng: \u201cB\u1ea1n c\u00f3 s\u1eb5n s\u00e0ng gi\u1edbi thi\u1ec7u c\u00f4ng ty ch\u00fang t\u00f4i v\u1edbi nh\u1eefng ng\u01b0\u1eddi kh\u00e1c hay kh\u00f4ng?\u201d \u0111\u1ec3 bi\u1ebft m\u1ee9c \u0111\u1ed9 hi\u1ec7u qu\u1ea3 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng,<\/p>\n

    T\u1ea1m k\u1ebft<\/h2>\n

    K\u1ef3 v\u1ecdng kh\u00e1ch h\u00e0ng \u0111ang tr\u1edf n\u00ean cao h\u01a1n bao gi\u1edd h\u1ebft v\u00e0 \u201cti\u1ebfng x\u1ea5u \u0111\u1ed3n xa\u201d ch\u01b0a bao gi\u1edd sai k\u1ec3 c\u1ea3 khi b\u1ea1n ch\u1ec9 khi\u1ebfn duy nh\u1ea5t m\u1ed9t ng\u01b0\u1eddi mua kh\u00f4ng h\u00e0i l\u00f2ng m\u00e0 th\u00f4i. Kh\u00e1ch h\u00e0ng \u0111ang ng\u00e0y ng\u00e0y c\u00e0ng c\u00f3 quy\u1ec1n l\u1ef1c, do \u0111\u00f3, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ho\u00e0n h\u1ea3o s\u1ebd l\u00e0 th\u1ee9 b\u1ea1n c\u1ea7n th\u00eam v\u00e0o ngay l\u1eadp t\u1ee9c trong chi\u1ebfn l\u01b0\u1ee3c kinh doanh m\u1ecdi th\u1eddi \u0111i\u1ec3m.<\/p>\n

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

      \n
    • Vun \u0111\u1eafp t\u00ecnh c\u1ea3m gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 doanh nghi\u1ec7p<\/em><\/li>\n
    • Gia t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng nh\u1edd Live chat!<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

      Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ho\u00e0n h\u1ea3o s\u1ebd gi\u00fap b\u1ea1n c\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, gi\u1ea3m t\u1ec9 l\u1ec7 b\u1ecf trang tr\u00ean website v\u00e0 t\u0103ng l\u1ee3i nhu\u1eadn. 1. X\u00e1c \u0111\u1ecbnh t\u1ea7m nh\u00ecn c\u1ee5 th\u1ec3 v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng Nghe c\u00f3 v\u1ebb \u201cng\u01b0\u1ee3c \u0111\u1eddi\u201d nh\u01b0ng b\u01b0\u1edbc \u0111\u1ea7u ti\u00ean nh\u1eb1m gi\u1ea3i b\u00e0i to\u00e1n tr\u1ea3i nghi\u1ec7m […]<\/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\/52739"}],"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=52739"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52739\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=52739"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=52739"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=52739"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}