{"id":52835,"date":"2023-12-20T05:15:47","date_gmt":"2023-12-19T22:15:47","guid":{"rendered":"https:\/\/masterskills.org\/blog\/6-thuoc-do-quan-trong-danh-gia-su-hai-long-cua-khach-hang.html"},"modified":"2023-12-20T05:15:47","modified_gmt":"2023-12-19T22:15:47","slug":"6-thuoc-do-quan-trong-danh-gia-su-hai-long-cua-khach-hang","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/6-thuoc-do-quan-trong-danh-gia-su-hai-long-cua-khach-hang.html","title":{"rendered":"6 \u201cth\u01b0\u1edbc \u0111o\u201d quan tr\u1ecdng \u0111\u00e1nh gi\u00e1 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng"},"content":{"rendered":"<div id=\"test\">S\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi m\u1ed9t s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 l\u00e0 n\u1ec1n m\u00f3ng, l\u00e0 \u0111i\u1ec1u ki\u1ec7n c\u1ea7n trong m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng v\u00e0 x\u00e2y d\u1ef1ng h\u1ec7 th\u1ed1ng kh\u00e1ch h\u00e0ng trung th\u00e0nh. V\u00e0 vi\u1ec7c l\u00e0m kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng \u0111\u01a1n gi\u1ea3n ch\u00ednh l\u00e0 doanh nghi\u1ec7p t\u1ea1o \u0111\u01b0\u1ee3c \u0111i\u1ec3m c\u1ed9ng \u201d t\u00edch c\u1ef1c\u201d trong t\u00e2m tr\u00ed v\u00e0 c\u1ea3m nh\u1eadn kh\u00e1ch h\u00e0ng.<\/p>\n<h2 id=\"1-chi-so-hai-long-cua-khach-hang-la-gi\">Ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/h2>\n<p>Ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (Customer Satisfaction Index \u2013 CSI) \u0111\u01b0\u1ee3c \u1ee9ng d\u1ee5ng nh\u1eb1m \u0111o l\u01b0\u1eddng s\u1ef1 th\u1ecfa m\u00e3n c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi c\u00e1c ng\u00e0nh, c\u00e1c doanh nghi\u1ec7p \u1edf nhi\u1ec1u qu\u1ed1c gia tr\u00ean th\u1ebf gi\u1edbi.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-13557 \" src=\"https:\/\/masterskills.org\/blog\/wp-content\/uploads\/\/12\/5-ways-to-improve-customer-experience.jpg\" alt=\"chi so hai long cua khach hang\" width=\"557\" height=\"279\" title=\"5-ways-to-improve-customer-experience\"><\/p>\n<p>\u0110\u1ec3 \u0111o l\u01b0\u1eddng \u0111\u01b0\u1ee3c ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng, thay b\u1eb1ng vi\u1ec7c quan s\u00e1t v\u00e0 \u0111\u01b0a ra nh\u1eefng quy\u1ebft \u0111\u1ecbnh ch\u1ee7 quan, vi\u1ec7c ti\u1ebfn h\u00e0nh kh\u1ea3o s\u00e1t s\u1ebd cho doanh nghi\u1ec7p \u0111\u01b0\u1ee3c c\u00e1i nh\u00ecn ch\u00ednh x\u00e1c h\u01a1n. V\u00e0 c\u00e1ch \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 h\u1ecfi \u0111\u00fang c\u00e2u h\u1ecfi, c\u00e2u tr\u1ea3 l\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 nh\u1eefng c\u00e2u h\u1ecfi m\u00e0 doanh nghi\u1ec7p \u0111\u01b0a ra. Ai th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng h\u01a1n, \u0111\u00e1p \u1ee9ng t\u1ed1t h\u01a1n s\u1ebd c\u00f3 nhi\u1ec1u c\u01a1 h\u1ed9i chi\u1ebfn th\u1eafng.<\/p>\n<h2 id=\"2-cac-yeu-to-the-hien-su-hai-long-cua-khach-hang\">C\u00e1c y\u1ebfu t\u1ed1 th\u1ec3 hi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/h2>\n<p>Khi b\u1ea1n \u0111\u1eb7t c\u00e2u h\u1ecfi \u0111\u1ec3 \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng th\u00ec ng\u01b0\u1eddi tr\u1ea3 l\u1eddi n\u00ean \u0111\u01b0\u1ee3c h\u1ecfi theo ki\u1ec3u \u0111\u1ed3ng \u00fd hay kh\u00f4ng \u0111\u1ed3ng \u00fd v\u1edbi m\u1ed7i \u00fd ki\u1ebfn s\u1eed d\u1ee5ng 5 thang \u0111i\u1ec3m t\u1eeb \u201cr\u1ea5t kh\u00f4ng \u0111\u1ed3ng \u00fd\u201d \u0111\u1ebfn \u201cr\u1ea5t \u0111\u1ed3ng \u00fd\u201d.<\/p>\n<ul>\n<li><strong> K\u1ef3 v\u1ecdng th\u1ef1c t\u1ebf c\u1ee7a kh\u00e1ch h\u00e0ng:<\/strong> H\u1ecfi kh\u00e1ch h\u00e0ng v\u1ec1 s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n c\u00f3 \u0111\u00e1p \u1ee9ng k\u1ef3 v\u1ecdng ban \u0111\u1ea7u c\u1ee7a h\u1ecd hay kh\u00f4ng. \u0110\u00e2y l\u00e0 ti\u00eau chu\u1ea9n c\u01a1 b\u1ea3n \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<li><strong>Kh\u1ea3 n\u0103ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m cho b\u1ea1n b\u00e8, ng\u01b0\u1eddi th\u00e2n:<\/strong>\u00a0\u0110\u1ec3 n\u1eafm \u0111\u01b0\u1ee3c \u0111i\u1ec1u n\u00e0y b\u1ea1n h\u00e3y d\u00f9ng c\u00e2u h\u1ecfi: B\u1ea1n c\u00f3 s\u1eb5n s\u00e0ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 c\u1ee7a ch\u00fang t\u00f4i cho ng\u01b0\u1eddi th\u00e2n, b\u1ea1n b\u00e8 c\u1ee7a b\u1ea1n khi h\u1ecd c\u00f3 nhu c\u1ea7u s\u1eed d\u1ee5ng kh\u00f4ng. Ho\u1eb7c b\u1ea1n c\u00f3 th\u1ec3 h\u1ecfi m\u1ed7i kh\u00e1ch h\u00e0ng m\u1edbi v\u1ec1 vi\u1ec7c h\u1ecd bi\u1ebft \u0111\u1ebfn b\u1ea1n qua k\u00eanh n\u00e0o. N\u1ebfu s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng bi\u1ebft \u0111\u1ebfn qua gi\u1edbi thi\u1ec7u c\u1ee7a b\u1ea1n b\u00e8 cao ngh\u0129a l\u00e0 b\u01b0\u1edbc \u0111\u1ea7u b\u1ea1n \u0111\u00e3 \u0111\u1ea1t \u0111\u01b0\u1ee3c th\u00e0nh c\u00f4ng trong s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-13555 size-full\" src=\"https:\/\/masterskills.org\/blog\/wp-content\/uploads\/\/12\/get-viral-marketing.jpg\" alt=\"Kha nang gioi thieu cho nguoi than\" width=\"700\" height=\"549\" title=\"get-viral-marketing\"><\/p>\n<ul>\n<li><strong>S\u1ef1 h\u00e0i l\u00f2ng t\u1ed5ng th\u1ec3:<\/strong> 3 y\u1ebfu t\u1ed1 \u0111\u1ec3 b\u01b0\u1edbc \u0111\u1ea7u \u0111\u00e1nh gi\u00e1 s\u1ef1 th\u00e0nh c\u00f4ng trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p l\u00e0 ch\u1ea5t l\u01b0\u1ee3ng, \u0111\u1ed9 tin c\u1eady v\u00e0 m\u1ee9c \u0111\u1ed9 ho\u00e0n th\u00e0nh tr\u00e1ch nhi\u1ec7m v\u1edbi kh\u00e1ch h\u00e0ng. V\u00ec v\u1eady b\u1ea1n h\u00e3y \u0111\u1eb7t c\u00e2u h\u1ecfi kh\u00e1ch h\u00e0ng: B\u1ea1n c\u1ea3m th\u1ea5y nh\u01b0 th\u1ebf n\u00e0o v\u1ec1 c\u00f4ng ty c\u1ee7a ch\u00fang t\u00f4i? B\u1ea1n s\u1ebd nh\u1eadn \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 3 y\u1ebfu t\u1ed1 tr\u00ean t\u1eeb kh\u00e1ch h\u00e0ng th\u00f4ng qua c\u00e2u h\u1ecfi n\u00e0y.<\/li>\n<li><strong>Tr\u1ea3i nghi\u1ec7m l\u00fd t\u01b0\u1edfng c\u1ee7a kh\u00e1ch h\u00e0ng:<\/strong> Tr\u1ea3i nghi\u1ec7m v\u1ec1 m\u1ed9t d\u1ecbch v\u1ee5 \u201cl\u00fd t\u01b0\u1edfng\u201d c\u1ee7a kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 m\u1ee5c ti\u00eau \u0111\u1ec3 b\u1ea1n h\u01b0\u1edbng t\u1edbi nh\u1eb1m ph\u1ee5c v\u1ee5 t\u1ed1t h\u01a1n, th\u1ecfa m\u00e3n c\u00e1c y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng. V\u1eady \u0111\u1ec3 bi\u1ebft nh\u1eefng k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p, h\u00e3y h\u1ecfi kh\u00e1ch h\u00e0ng: L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 c\u1ee7a ch\u00fang t\u00f4i c\u00f3 th\u1ec3 so s\u00e1nh \u0111\u01b0\u1ee3c v\u1edbi s\u1ef1 \u201cl\u00fd t\u01b0\u1edfng\u201d c\u1ee7a b\u1ea1n?<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-large wp-image-13556\" src=\"https:\/\/masterskills.org\/blog\/wp-content\/uploads\/\/12\/How-to-Create-a-Customer-Experience-Strategy-1024x576-1.jpg\" alt=\"trai nghiem ly tuong cua khach hang\" width=\"625\" height=\"351\" title=\"How-to-Create-a-Customer-Experience-Strategy-1024x576-1\"><\/p>\n<ul>\n<li><strong>S\u1ef1 h\u00e0i l\u00f2ng d\u1ef1a tr\u00ean c\u1ea3m t\u00ecnh v\u00e0 nh\u1eadn th\u1ee9c:<\/strong> C\u1ea3m t\u00ecnh v\u00e0 nh\u1eadn th\u1ee9c l\u00e0 nh\u1eefng y\u1ebfu t\u1ed1 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn s\u1ef1 ph\u00e1n x\u00e9t ch\u1ee7 quan m\u1ed9t s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 vi\u1ec7c th\u00edch hay kh\u00f4ng th\u00edch m\u1ed9t c\u00e1i g\u00ec \u0111\u00f3, \u0111\u00e1ng gi\u00e1 s\u1ea3n ph\u1ea9m h\u1eefu \u00edch hay kh\u00f4ng, c\u00f3 ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u s\u1eed d\u1ee5ng c\u1ee7a kh\u00e1ch h\u00e0ng hay kh\u00f4ng. H\u00e3y h\u1ecfi kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n: Cam k\u1ebft m\u1ee9c \u0111\u1ed9 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 c\u1ee7a ch\u00fang t\u00f4i \u1ea3nh h\u01b0\u1edfng nh\u01b0 th\u1ebf n\u00e0o t\u1edbi quy\u1ebft \u0111\u1ecbnh l\u1ef1a ch\u1ecdn c\u1ee7a b\u1ea1n?<\/li>\n<li><strong>Kh\u1ea3 n\u0103ng quay l\u1ea1i l\u1ea7n sau:<\/strong> S\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 y\u1ebfu t\u1ed1 ti\u00ean quy\u1ebft \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, t\u0103ng kh\u1ea3 n\u0103ng quay l\u1ea1i l\u1ea7n sau. V\u00ec v\u1eady, vi\u1ec7c gia t\u0103ng s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng trung th\u00e0nh l\u00e0 m\u1ed9t minh ch\u1ee9ng r\u00f5 n\u00e9t cho vi\u1ec7c t\u1ea1o ra s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u1edf nh\u1eefng tr\u1ea3i nghi\u1ec7m tr\u01b0\u1edbc \u0111\u00f3. V\u00ec v\u1eady \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 kh\u1ea3 n\u0103ng quay l\u1ea1i c\u1ee7a kh\u00e1ch h\u00e0ng, h\u00e3y \u0111\u1eb7t c\u00e2u h\u1ecfi: B\u1ea1n s\u1ebd gia h\u1ea1n h\u1ee3p \u0111\u1ed3ng khi k\u1ebft th\u00fac ho\u1eb7c quay tr\u1edf l\u1ea1i mua s\u1ea3n ph\u1ea9m trong nh\u1eefng l\u1ea7n sau?<\/li>\n<\/ul>\n<p>Ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t trong nh\u1eefng y\u1ebfu t\u1ed1 doanh nghi\u1ec7p c\u1ea7n theo d\u00f5i \u0111\u1ec3 \u0111\u1ecbnh h\u00ecnh s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh trong th\u1eddi gian t\u1edbi. Ngo\u00e0i vi\u1ec7c \u0111\u1ea7u t\u01b0 v\u00e0o chi\u1ebfn l\u01b0\u1ee3c qu\u1ea3ng c\u00e1o, marketing, ph\u00e1t tri\u1ec3n ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t c\u00e1ch tuy\u1ec7t v\u1eddi nh\u1eb1m gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng trong t\u01b0\u01a1ng lai, gia t\u0103ng s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng trung th\u00e0nh.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>S\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi m\u1ed9t s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 l\u00e0 n\u1ec1n m\u00f3ng, l\u00e0 \u0111i\u1ec1u ki\u1ec7n c\u1ea7n trong m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng v\u00e0 x\u00e2y d\u1ef1ng h\u1ec7 th\u1ed1ng kh\u00e1ch h\u00e0ng trung th\u00e0nh. V\u00e0 vi\u1ec7c l\u00e0m kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng \u0111\u01a1n gi\u1ea3n ch\u00ednh l\u00e0 doanh nghi\u1ec7p t\u1ea1o \u0111\u01b0\u1ee3c \u0111i\u1ec3m c\u1ed9ng \u201d [&hellip;]<\/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\/52835"}],"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=52835"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52835\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=52835"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=52835"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=52835"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}