{"id":53084,"date":"2023-12-20T06:15:49","date_gmt":"2023-12-19T23:15:49","guid":{"rendered":"https:\/\/masterskills.org\/blog\/lap-ban-do-de-moi-diem-cham-tren-hanh-trinh-khach-hang-deu-co-trai-nghiem-toi-uu.html"},"modified":"2023-12-20T06:15:49","modified_gmt":"2023-12-19T23:15:49","slug":"lap-ban-do-de-moi-diem-cham-tren-hanh-trinh-khach-hang-deu-co-trai-nghiem-toi-uu","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/lap-ban-do-de-moi-diem-cham-tren-hanh-trinh-khach-hang-deu-co-trai-nghiem-toi-uu.html","title":{"rendered":"L\u1eadp b\u1ea3n \u0111\u1ed3 \u0111\u1ec3 m\u1ecdi \u201c\u0111i\u1ec3m ch\u1ea1m\u201d tr\u00ean h\u00e0nh tr\u00ecnh, kh\u00e1ch h\u00e0ng \u0111\u1ec1u c\u00f3 tr\u1ea3i nghi\u1ec7m t\u1ed1i \u01b0u"},"content":{"rendered":"<div id=\"test\">\u0110\u00e3 \u0111\u1ebfn l\u00fac, thay v\u00ec t\u1ed1i \u01b0u tr\u1ea3i nghi\u1ec7m t\u1ea1i t\u1eebng \u0111i\u1ec3m ti\u1ebfp x\u00fac ri\u00eang l\u1ebb, b\u1ea1n\u00a0n\u00ean quan t\u00e2m t\u1edbi to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng. Vi\u1ec7c thi\u1ebft l\u1eadp b\u1ea3n \u0111\u1ed3 cho h\u00e0nh tr\u00ecnh n\u00e0y s\u1ebd gi\u00fap b\u1ea1n c\u00f3 c\u00e1i nh\u00ecn t\u1ed5ng quan h\u01a1n v\u00e0 lu\u00f4n \u0111i \u0111\u00fang h\u01b0\u1edbng.<\/p>\n<h2 id=\"1-1-xac-dinh-muc-dich-chinh-cua-ban-do-hanh-trinh-khach-hang\">1. X\u00e1c \u0111\u1ecbnh m\u1ee5c \u0111\u00edch ch\u00ednh c\u1ee7a b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/h2>\n<p>Tr\u01b0\u1edbc khi l\u00e0m b\u1ea5t c\u1ee9 chuy\u1ec7n g\u00ec, ch\u1eafc ch\u1eafn b\u1ea1n \u0111\u1ec1u c\u1ea7n x\u00e1c \u0111\u1ecbnh m\u1ee5c \u0111\u00ednh ch\u00ednh \u0111\u00fang kh\u00f4ng? V\u1ebd b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng c\u0169ng th\u1ebf! \u0110\u00f3 c\u00f3 th\u1ec3 l\u00e0 l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh m\u1ed9t nh\u00f3m \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng c\u1ee5 th\u1ec3 (persona), kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng (m\u1ee5c ti\u00eau) hay m\u1ed9t ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng.<\/p>\n<p>\u0110\u1ec3 quy\u1ebft \u0111\u1ecbnh m\u1ee5c \u0111\u00edch c\u1ee7a b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh, tr\u01b0\u1edbc ti\u00ean h\u00e3y l\u00e0m r\u00f5 nh\u1eefng m\u1ee5c ti\u00eau kinh doanh m\u00e0 vi\u1ec7c \u200b\u200bl\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh s\u1ebd c\u00f3 \u1ea3nh h\u01b0\u1edfng tr\u1ef1c ti\u1ebfp, ch\u1eb3ng h\u1ea1n:<\/p>\n<ul>\n<li>Thi\u1ebft l\u1eadp m\u1ed9t khung h\u00e0nh tr\u00ecnh \u00e1p d\u1ee5ng cho t\u1ea5t c\u1ea3 ho\u1eb7c h\u1ea7u h\u1ebft kh\u00e1ch h\u00e0ng \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c nh\u1eefng hi\u1ec3u bi\u1ebft chung nh\u1ea5t v\u1ec1 c\u00e1c giai \u0111o\u1ea1n, m\u1ee5c ti\u00eau, \u0111i\u1ec3m ti\u1ebfp x\u00fac\u2026<\/li>\n<li>S\u1eafp x\u1ebfp l\u1ea1i c\u00e1c ph\u00f2ng ban, \u0111\u01a1n v\u1ecb c\u00f3 s\u1ef1 k\u1ebft n\u1ed1i ho\u1eb7c \u1ea3nh h\u01b0\u1edfng tr\u1ef1c ti\u1ebfp t\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/li>\n<li>H\u1ed7 tr\u1ee3 qu\u00e1 tr\u00ecnh l\u1eadp k\u1ebf ho\u1ea1ch \u0111\u1ec3 \u0111\u1ea7u t\u01b0 s\u00e2u h\u01a1n v\u00e0o vi\u1ec7c t\u1ed1i \u01b0u, c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m.<br \/>\nL\u00ean k\u1ebf ho\u1ea1ch ti\u1ebfp c\u1eadn m\u1ed9t ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng m\u1edbi.<\/li>\n<li>T\u1ed1i \u01b0u tr\u1ea3i nghi\u1ec7m c\u1ee7a m\u1ed9t nh\u00f3m kh\u00e1ch h\u00e0ng mang l\u1ea1i l\u1ee3i nhu\u1eadn cao cho doanh nghi\u1ec7p.<\/li>\n<li>Hi\u1ec3u \u0111\u01b0\u1ee3c s\u1ef1 kh\u00e1c bi\u1ec7t v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a m\u1ed9t ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng ho\u1eb7c m\u1ed9t nh\u00f3m \u0111\u1ed1i t\u01b0\u1ee3ng c\u1ee5 th\u1ec3 so v\u1edbi to\u00e0n b\u1ed9 kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p<\/li>\n<li>Ph\u00e1t tri\u1ec3n doanh nghi\u1ec7p b\u1eb1ng c\u00e1ch nh\u1eafm m\u1ee5c ti\u00eau nh\u00f3m kh\u00e1ch h\u00e0ng m\u1edbi ho\u1eb7c th\u00fac \u0111\u1ea9y kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng chuy\u1ec3n \u0111\u1ed5i<\/li>\n<\/ul>\n<h2 id=\"2-2-xay-dung-ban-do-tren-quan-diem-cua-khach-hang-thay-vi-quan-diem-kinh-doanh-cua-doanh-nghiep\">2. X\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 tr\u00ean quan \u0111i\u1ec3m c\u1ee7a kh\u00e1ch h\u00e0ng, thay v\u00ec quan \u0111i\u1ec3m kinh doanh c\u1ee7a doanh nghi\u1ec7p<\/h2>\n<p>Sau khi \u0111\u00e3 x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c m\u1ee5c \u0111\u00edch c\u0169ng nh\u01b0 s\u1ef1 c\u1ea7n thi\u1ebft c\u1ee7a vi\u1ec7c x\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng, ch\u00fang ta c\u1ea7n ch\u00fa \u00fd r\u1eb1ng: b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng n\u00ean \u0111\u01b0\u1ee3c v\u1ebd d\u01b0\u1edbi quan \u0111i\u1ec3m c\u1ee7a c\u00e1c th\u01b0\u1ee3ng \u0111\u1ebf, thay v\u00ec g\u00f3c nh\u00ecn ch\u1ee7 quan c\u1ee7a doanh nghi\u1ec7p.<\/p>\n<p>B\u1edfi, trong b\u1ed1i c\u1ea3nh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c coi l\u00e0 y\u1ebfu t\u1ed1 ti\u00ean quy\u1ebft, ch\u1ec9 trong m\u1ed9t th\u1eddi gian ng\u1eafn s\u1eafp t\u1edbi d\u1ef1 ki\u1ebfn c\u00f3 th\u1ec3 thay th\u1ebf c\u1ea1nh tranh v\u1ec1 gi\u00e1 th\u00ec vi\u1ec7c \u0111\u1ee9ng tr\u00ean quan \u0111i\u1ec3m ng\u01b0\u1eddi d\u00f9ng \u0111\u1ec3 v\u1ebd b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng m\u1edbi th\u1ef1c s\u1ef1 mang l\u1ea1i hi\u1ec7u qu\u1ea3.<\/p>\n<p>Ch\u01b0a h\u1ebft, b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng d\u1ef1a tr\u00ean quan \u0111i\u1ec3m c\u1ee7a doanh nghi\u1ec7p s\u1ebd ch\u1ec9 ch\u00fa \u00fd t\u1edbi vi\u1ec7c s\u1eed d\u1ee5ng quy tr\u00ecnh kinh doanh, h\u1ec7 th\u1ed1ng v\u00e0 con ng\u01b0\u1eddi theo c\u00e1ch ngh\u0129 ch\u1ee7 quan c\u1ee7a doanh nghi\u1ec7p l\u00e0m n\u1ec1n t\u1ea3ng. Sau \u0111\u00f3, g\u00f3c nh\u00ecn c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd \u0111\u01b0\u1ee3c b\u1ed5 sung\u00a0th\u00eam v\u00e0o khung \u0111\u00e3 \u0111\u01b0\u1ee3c d\u1ef1ng s\u1eb5n. Li\u1ec7u khi \u0111\u00f3, vi\u1ec7c v\u1ebd b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng c\u00f3 c\u00f2n c\u1ea7n thi\u1ebft?<\/p>\n<p>Ng\u01b0\u1ee3c l\u1ea1i, m\u1ed9t b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng t\u1eeb quan \u0111i\u1ec3m c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd s\u1eed d\u1ee5ng tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd l\u00e0m n\u1ec1n t\u1ea3ng. Thay v\u00ec suy ngh\u0129 v\u1ec1 c\u00e1c giai \u0111o\u1ea1n v\u00e0 c\u00e1c b\u01b0\u1edbc t\u1eeb m\u1ed9t h\u1ec7 th\u1ed1ng ho\u1eb7c quan \u0111i\u1ec3m trong qu\u00e1 tr\u00ecnh kinh doanh, ph\u00e1t tri\u1ec3n h\u00e0nh tr\u00ecnh theo h\u01b0\u1edbng n\u00e0y s\u1ebd d\u1ef1a tr\u00ean nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1 h\u00e0nh \u0111\u1ed9ng v\u00e0 c\u1ea3m nh\u1eadn. T\u1eeb \u0111\u00f3 nh\u1ea5n m\u1ea1nh \u0111\u1ebfn suy ngh\u0129 c\u1ee7a kh\u00e1ch h\u00e0ng khi h\u1ecd t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u qua nhi\u1ec1u \u0111i\u1ec3m ti\u1ebfp x\u00fac ho\u1eb7c c\u00e1c giai \u0111o\u1ea1n m\u1ed1i quan h\u1ec7.<\/p>\n<p>C\u00e1ch t\u1ed1t nh\u1ea5t \u0111\u1ec3 tr\u00e1nh l\u1ed7i c\u01a1 b\u1ea3n n\u00e0y l\u00e0 ch\u1ecdn m\u1ed9t \u0111\u01a1n v\u1ecb t\u01b0 v\u1ea5n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng d\u00e0y d\u1ea1n kinh nghi\u1ec7m v\u00e0 ti\u1ebfn h\u00e0nh nghi\u00ean c\u1ee9u chi ti\u1ebft \u0111\u1ec3 t\u1ea1o s\u1ef1 hi\u1ec3u bi\u1ebft kh\u00f4ng thi\u00ean v\u1ecb v\u1ec1 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng.<\/p>\n<h2 id=\"3-3-thau-hieu-nhung-muc-tieu-co-ban-cua-khach-hang\">3. Th\u1ea5u hi\u1ec3u nh\u1eefng m\u1ee5c ti\u00eau c\u01a1 b\u1ea3n c\u1ee7a kh\u00e1ch h\u00e0ng<\/h2>\n<p>Kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u nh\u1eb1m \u0111\u00e1p \u1ee9ng c\u0169ng nh\u01b0 gi\u1ea3i quy\u1ebft c\u00e1c m\u1ee5c ti\u00eau c\u1ee5 th\u1ec3, \u0111\u00f4i khi c\u00f2n \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 nhu c\u1ea7u ho\u1eb7c k\u1ef3 v\u1ecdng, ch\u1eb3ng h\u1ea1n:<\/p>\n<ul>\n<li>X\u00e1c \u0111\u1ecbnh ch\u00ednh x\u00e1c l\u1ef1a ch\u1ecdn c\u1ee7a m\u00ecnh l\u00e0 g\u00ec?<\/li>\n<li>Ch\u1eafc ch\u1eafn r\u1eb1ng m\u00ecnh \u0111ang tr\u1ea3 m\u1ed9t m\u1ee9c gi\u00e1 h\u1ee3p l\u00fd<\/li>\n<li>C\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c t\u00f4n tr\u1ecdng<\/li>\n<\/ul>\n<p>Chi ti\u1ebft h\u00f3a m\u1ee5c \u0111\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng trong t\u1eebng giai \u0111o\u1ea1n c\u1ee7a h\u00e0nh tr\u00ecnh cho ph\u00e9p b\u1ea1n \u0111\u00e1nh gi\u00e1 ch\u00ednh x\u00e1c m\u1ee9c \u0111\u1ed9 tr\u1ea3i nghi\u1ec7m m\u00e0 b\u1ea1n \u0111ang cung c\u1ea5p \u2013 li\u1ec7u c\u00f3 \u0111\u00e1p \u1ee9ng c\u00e1c nhu c\u1ea7u c\u01a1 b\u1ea3n?<\/p>\n<p>Gi\u00e1 tr\u1ecb c\u1ee7a b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh v\u1edbi quy\u1ebft \u0111\u1ecbnh kinh doanh ph\u1ee5 thu\u1ed9c ph\u1ea7n l\u1edbn v\u00e0o k\u1ebft qu\u1ea3 c\u1ee7a vi\u1ec7c \u0111\u00e1nh gi\u00e1 n\u00e0y. V\u00ec v\u1eady, h\u00e3y \u0111\u1ea3m b\u1ea3o b\u1ea1n \u0111\u00e3 c\u00f3 s\u1ef1 hi\u1ec3u bi\u1ebft r\u00f5 r\u00e0ng nh\u1ea5t v\u1ec1 c\u00e1c m\u1ee5c ti\u00eau c\u1ee7a kh\u00e1ch h\u00e0ng!<\/p>\n<h2 id=\"4-4-mo-ta-cac-diem-cham-ma-khach-hang-thuc-hien\">4. M\u00f4 t\u1ea3 c\u00e1c \u201c\u0111i\u1ec3m ch\u1ea1m\u201d m\u00e0 kh\u00e1ch h\u00e0ng th\u1ef1c hi\u1ec7n<\/h2>\n<div id=\"attachment_11661\" style=\"width: 740px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-11661\" src=\"https:\/\/masterskills.org\/blog\/wp-content\/uploads\/\/12\/diem-cham-khach-hang-trong-hanh-trinh.jpg\" alt=\"C\u00e1c \u0111i\u1ec3m ch\u1ea1m trong h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng\" width=\"730\" height=\"373\" title=\"diem-cham-khach-hang-trong-hanh-trinh\"><\/p>\n<p class=\"wp-caption-text\">M\u00f4 t\u1ea3 c\u00e1c \u201c\u0111i\u1ec3m ch\u1ea1m\u201d \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c nh\u1eefng \u201cs\u1ef1 th\u1eadt ng\u1ea7m hi\u1ec3u\u201d v\u1ec1 kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n<p>\u0110i\u1ec3m ti\u1ebfp x\u00fac ch\u00ednh l\u00e0 v\u1ecb tr\u00ed c\u00f3 s\u1ef1 t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi th\u01b0\u01a1ng hi\u1ec7u ho\u1eb7c b\u00ean ngo\u00e0i th\u01b0\u01a1ng hi\u1ec7u, khi h\u1ecd c\u1ed1 g\u1eafng \u0111\u00e1p \u1ee9ng c\u00e1c m\u1ee5c ti\u00eau v\u00e0 nhu c\u1ea7u c\u1ee5 th\u1ec3 c\u1ee7a m\u00ecnh. V\u00ed d\u1ee5: khi kh\u00e1ch h\u00e0ng truy c\u1eadp website \u0111\u1ec3 t\u00ecm ki\u1ebfm th\u00f4ng tin v\u1ec1 s\u1ea3n ph\u1ea9m, \u0111i\u1ec3m ti\u1ebfp x\u00fac ch\u00ednh l\u00e0 h\u00e0nh \u0111\u1ed9ng c\u1ee7a kh\u00e1ch h\u00e0ng thay cho m\u1ee5c ti\u00eau th\u00f4ng qua k\u00eanh l\u00e0 website.<\/p>\n<p>M\u1ed9t s\u1ed1 b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh ch\u1ec9 m\u1edbi d\u1eebng l\u1ea1i \u1edf vi\u1ec7c li\u1ec7t k\u00ea t\u1ea5t c\u1ea3 c\u00e1c c\u00f4ng c\u1ee5 ho\u1eb7c t\u00e0i nguy\u00ean m\u00e0 thi\u1ebfu \u0111i th\u00f4ng tin chi ti\u1ebft v\u1ec1 h\u00e0nh \u0111\u1ed9ng t\u1ea1i m\u1ed7i \u0111i\u1ec3m ti\u1ebfp x\u00fac. \u0110i\u1ec1u n\u00e0y ch\u1ec9 ph\u00e1t huy t\u00e1c d\u1ee5ng trong tr\u01b0\u1eddng h\u1ee3p b\u1ea1n mu\u1ed1n bi\u1ebft c\u00e1c c\u00f4ng c\u1ee5 v\u00e0 t\u00e0i nguy\u00ean m\u00e0 kh\u00e1ch h\u00e0ng b\u1ea1n \u0111ang s\u1eed d\u1ee5ng \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau c\u1ee7a c\u0169ng nh\u01b0 m\u1ed1i quan h\u1ec7 gi\u1eefa ch\u00fang.<\/p>\n<p>B\u00ean c\u1ea1nh \u0111\u00f3, h\u00e3y \u0111\u1ea3m b\u1ea3o khi m\u00f4 t\u1ea3 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac \u0111\u00e3 l\u1ea5y m\u1ee5c ti\u00eau kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m v\u00e0 ti\u1ebfp c\u1eadn theo h\u01b0\u1edbng t\u1eeb ngo\u00e0i v\u00e0o trong \u0111\u1ec3 m\u00f4 t\u1ea3 c\u00e1ch h\u1ecd t\u01b0\u01a1ng t\u00e1c cho \u0111\u1ebfn khi \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau c\u1ee7a m\u00ecnh. V\u00e0 m\u1ed9t b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 s\u1ebd gi\u00fap doanh nghi\u1ec7p:<\/p>\n<ul>\n<li>X\u00e1c \u0111\u1ecbnh kho\u1ea3ng c\u00e1ch t\u1ed1i thi\u1ec3u trong tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng gi\u1eefa c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac<\/li>\n<li>\u0110\u00e1nh gi\u00e1 t\u00e1c \u0111\u1ed9ng c\u1ee7a nh\u1eefng kho\u1ea3ng c\u00e1ch n\u00e0y<\/li>\n<li>Cung c\u1ea5p nh\u1eefng \u201cs\u1ef1 th\u1eadt ng\u1ea7m hi\u1ec3u\u201d \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng qua c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac, t\u1eeb \u0111\u00f3 gia t\u0103ng l\u1ee3i nhu\u1eadn trong kinh doanh.<\/li>\n<\/ul>\n<h2 id=\"5-5-su-dung-ban-do-hanh-trinh-de-hinh-anh-hoa-tuong-tac-cam-xuc\">5. S\u1eed d\u1ee5ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh \u0111\u1ec3 \u201ch\u00ecnh \u1ea3nh h\u00f3a\u201d t\u01b0\u01a1ng t\u00e1c c\u1ea3m x\u00fac<\/h2>\n<div id=\"attachment_11657\" style=\"width: 740px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-11657\" src=\"https:\/\/masterskills.org\/blog\/wp-content\/uploads\/\/12\/tuong-tac-cam-xuc-khach-hang.jpg\" alt=\"T\u01b0\u01a1ng t\u00e1c c\u1ea3m x\u00fac\" width=\"730\" height=\"274\" title=\"tuong-tac-cam-xuc-khach-hang\"><\/p>\n<p class=\"wp-caption-text\">V\u1ebd b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng, ch\u1eafc ch\u1eafn kh\u00f4ng th\u1ec3 b\u1ecf qua k\u1ebft n\u1ed1i v\u1ec1 c\u1ea3m x\u00fac<\/p>\n<\/div>\n<p>Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng bao g\u1ed3m t\u00e2m l\u00fd h\u1ecdc v\u00e0 c\u1ea3m x\u00fac trong qu\u00e1 tr\u00ecnh mua s\u1eafm ch\u1ee9 kh\u00f4ng ch\u1ec9 \u0111\u01a1n thu\u1ea7n thu\u1ed9c v\u1ec1 l\u00fd tr\u00ed. Chi ti\u1ebft h\u00f3a nh\u1eefng c\u1ea3m x\u00fac t\u00e1c \u0111\u1ed9ng t\u1edbi quy\u1ebft \u0111\u1ecbnh c\u1ee7a kh\u00e1ch h\u00e0ng trong su\u1ed1t h\u00e0nh tr\u00ecnh l\u00e0 \u0111i\u1ec1u c\u1ea7n thi\u1ebft \u0111\u1ec3 th\u1ef1c s\u1ef1 hi\u1ec3u \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m. \u0110i\u1ec1u quan tr\u1ecdng l\u00e0 ph\u1ea3i hi\u1ec3u \u0111\u01b0\u1ee3c kh\u00f4ng nh\u1eefng c\u00e1ch kh\u00e1ch h\u00e0ng \u201cmong mu\u1ed1n\u201d m\u00e0 c\u00f2n l\u00e0 c\u00e1ch h\u1ecd \u201cth\u1ef1c s\u1ef1 c\u1ea3m th\u1ea5y\u201d \u1edf t\u1eebng giai \u0111o\u1ea1n. B\u1ea5t k\u1ec3 b\u1ea3n ch\u1ea5t tr\u1ea3i nghi\u1ec7m m\u00e0 doanh nghi\u1ec7p cung c\u1ea5p, m\u1ed9t khi b\u1ea1n cung c\u1ea5p tr\u1ea3i nghi\u1ec7m \u0111\u00e1ng nh\u1edb, kh\u00e1ch h\u00e0ng ch\u1eafc ch\u1eafn s\u1ebd mu\u1ed1n quay l\u1ea1i.<\/p>\n<p>Trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng, c\u1ea3m x\u00fac c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n theo nhi\u1ec1u c\u00e1ch kh\u00e1c nhau. M\u1ed9t s\u1ed1 b\u1ea3n \u0111\u1ed3 r\u1ea5t c\u1ee5 th\u1ec3 v\u1ec1 c\u1ea3m x\u00fac kh\u00e1ch h\u00e0ng. Ch\u1eb3ng h\u1ea1n, b\u1ea1n c\u00f3 th\u1ec3 th\u1ea5y nh\u1eefng c\u1ee5m t\u1eeb quen thu\u1ed9c nh\u01b0: n\u1ea3n, b\u1ed1i r\u1ed1i, h\u00e0i l\u00f2ng, \u1ea5n t\u01b0\u1ee3ng hay c\u00e1c c\u1ee5m t\u1eeb chung chung nh\u01b0 H\u00e0i l\u00f2ng \u2013 Kh\u00f4ng t\u1ed1t c\u0169ng kh\u00f4ng x\u1ea5u \u2013 T\u1ed3i, ho\u1eb7c T\u00edch c\u1ef1c \u2013 Trung b\u00ecnh \u2013 Ti\u00eau c\u1ef1c. T\u00f9y theo nhu c\u1ea7u v\u00e0 s\u1ef1 ph\u00f9 h\u1ee3p, b\u1ea1n c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng c\u00e1c t\u1eeb, c\u1ee5m t\u1eeb, bi\u1ec3u t\u01b0\u1ee3ng hay thang \u0111i\u1ec3m, thang \u0111o ho\u1eb7c \u0111\u1ed3 th\u1ecb \u0111\u1ec3 th\u1ec3 hi\u1ec7n c\u00e1c giai \u0111o\u1ea1n c\u1ea3m x\u00fac trong su\u1ed1t h\u00e0nh tr\u00ecnh. \u0110i\u1ec1u quan tr\u1ecdng l\u00e0 n\u1eafm b\u1eaft d\u1eef li\u1ec7u tr\u1ea3i nghi\u1ec7m c\u1ea3m x\u00fac \u1edf \u0111i\u1ec3m \u0111\u1ea7u, sau \u0111\u00f3 tr\u1ef1c quan h\u00f3a \u0111\u1ec3 th\u1ec3 hi\u1ec7n tr\u00ean b\u1ea3n \u0111\u1ed3 theo m\u1ed9t c\u00e1ch d\u1ec5 hi\u1ec3u v\u00e0 hi\u1ec7u qu\u1ea3 nh\u1ea5t.<\/p>\n<h2 id=\"6-6-cac-buoc-ve-ban-do-hanh-trinh-khach-hang\">6. C\u00e1c b\u01b0\u1edbc v\u1ebd b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/h2>\n<p>M\u1ed9t khi \u0111\u00e3 x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c nh\u1eefng y\u1ebfu t\u1ed1 quan tr\u1ecdng c\u0169ng nh\u01b0 lo\u1ea1i b\u1ecf \u0111\u01b0\u1ee3c nh\u1eefng sai l\u1ea7m c\u01a1 b\u1ea3n, vi\u1ec7c v\u1ebd b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean \u0111\u01a1n gi\u1ea3n h\u01a1n nhi\u1ec1u.<\/p>\n<h3 id=\"6-1-buoc-1-thu-thap-du-lieu\">B\u01b0\u1edbc 1: Thu th\u1eadp d\u1eef li\u1ec7u<\/h3>\n<p>Tr\u00f2 chuy\u1ec7n v\u1edbi b\u1ed9 ph\u1eadn t\u01b0\u01a1ng t\u00e1c tr\u1ef1c ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng, th\u00f4ng th\u01b0\u1eddng s\u1ebd l\u00e0 b\u1ed9 ph\u1eadn ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u1ec3 hi\u1ec3u h\u01a1n: ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u0169ng nh\u01b0 nh\u1eefng k\u00eanh, quy tr\u00ecnh \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c n\u00f3? T\u1eadn d\u1ee5ng kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng v\u00e0 website, ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng trong c\u00e1c \u0111\u00e1nh gi\u00e1 tr\u1ef1c tuy\u1ebfn, c\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t theo d\u00f5i s\u1ea3n ph\u1ea9m, s\u1ed1 li\u1ec7u, ph\u00e2n t\u00edch v\u00e0 t\u01b0\u01a1ng t\u00e1c m\u1ea1ng x\u00e3 h\u1ed9i \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n l\u00e0 ai v\u00e0 h\u1ecd \u0111\u00e3 l\u00e0m nh\u01b0 th\u1ebf n\u00e0o. M\u1ee5c \u0111\u00edch l\u00e0 tr\u1ea3 l\u1eddi cho c\u00e2u h\u1ecfi: H\u00e0nh tr\u00ecnh s\u1ebd d\u1eebng l\u1ea1i \u1edf \u0111\u00e2u?<\/p>\n<h3 id=\"6-2-buoc-2-phat-trien-customer-persona-chan-dung-khach-hang\">B\u01b0\u1edbc 2: Ph\u00e1t tri\u1ec3n Customer Persona \u2013 ch\u00e2n dung kh\u00e1ch h\u00e0ng<\/h3>\n<div id=\"attachment_11660\" style=\"width: 740px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-11660\" src=\"https:\/\/masterskills.org\/blog\/wp-content\/uploads\/\/12\/customer-personas.png\" alt=\"Ch\u00e2n dung kh\u00e1ch h\u00e0ng\" width=\"730\" height=\"360\" title=\"customer-personas\"><\/p>\n<p class=\"wp-caption-text\">Ph\u00e1t tri\u1ec3n ch\u00e2n dung kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n<p>X\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean m\u1ed9t nh\u00f3m nh\u1ecf r\u1ea5t quan tr\u1ecdng, nh\u01b0ng h\u1ea7u h\u1ebft c\u00e1c doanh nghi\u1ec7p s\u1ebd c\u00f3 xu h\u01b0\u1edbng b\u1eaft \u0111\u1ea7u t\u1eeb nh\u1eefng nh\u00f3m kh\u00e1ch h\u00e0ng ch\u1ee7 ch\u1ed1t ho\u1eb7c kh\u00e1ch h\u00e0ng n\u00f3i chung. N\u1ebfu doanh nghi\u1ec7p c\u1ee7a b\u1ea1n l\u00e0 m\u1ed9t h\u00e3ng h\u00e0ng kh\u00f4ng th\u00ec c\u00f3 th\u1ec3 t\u1eadp trung v\u00e0o hai nh\u00f3m \u0111\u1ed1i t\u01b0\u1ee3ng: th\u01b0\u1eddng xuy\u00ean \u0111i c\u00f4ng t\u00e1c v\u00e0 du l\u1ecbch.<\/p>\n<ul>\n<li>B\u1ea1n bi\u1ebft g\u00ec v\u1ec1 nh\u1eefng kh\u00e1ch h\u00e0ng n\u00e0y v\u00e0 h\u00e0nh vi c\u1ee7a h\u1ecd ra sao?<\/li>\n<li>H\u1ecd mong mu\u1ed1n nh\u01b0 th\u1ebf n\u00e0o v\u1ec1 s\u1ef1 kh\u00e1c bi\u1ec7t trong tr\u1ea3i nghi\u1ec7m?<\/li>\n<\/ul>\n<p>Ch\u1eb3ng h\u1ea1n mong mu\u1ed1n nh\u1eadn \u0111\u01b0\u1ee3c \u01b0u \u0111\u00e3i khi mua v\u00e9 tr\u1ef1c tuy\u1ebfn v\u1edbi nh\u1eefng ng\u01b0\u1eddi th\u01b0\u1eddng xuy\u00ean \u0111i, nh\u01b0ng nh\u1eefng ng\u01b0\u1eddi c\u00f3 t\u1ea7n xu\u1ea5t \u00edt h\u01a1n s\u1ebd th\u1ea5y \u0111\u1ec1 xu\u1ea5t n\u00e0y kh\u00f4ng li\u00ean quan.<\/p>\n<p>Nh\u1eefng ng\u01b0\u1eddi th\u01b0\u1eddng xuy\u00ean \u0111i c\u00f3 th\u1ec3 r\u1ea5t h\u00e0i l\u00f2ng khi doanh nghi\u1ec7p \u00e1p d\u1ee5ng m\u1ed9t ch\u01b0\u01a1ng tr\u00ecnh tri \u00e2n \u0111\u1eb7c bi\u1ec7t nh\u01b0 v\u1eady, trong khi, nh\u1eefng ng\u01b0\u1eddi \u00edt \u0111i h\u01a1n c\u00f3 th\u1ec3 s\u1ebd th\u1ea5y kh\u00f3 ch\u1ecbu khi ph\u1ea3i click nhi\u1ec1u l\u1ea7n \u0111\u1ec3 tr\u1ea3 l\u1eddi.<\/p>\n<p>Ho\u1eb7c, m\u1ed9t kh\u00e1ch h\u00e0ng n\u00e0o \u0111\u00f3 li\u00ean h\u1ec7 qua \u0111i\u1ec7n tho\u1ea1i v\u00e0 chia s\u1ebb v\u1edbi nh\u00e2n vi\u00ean d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng r\u1eb1ng c\u00f4 \u1ea5y l\u1ea7n \u0111\u1ea7u \u0111\u1ebfn \u0110\u00e0 N\u1eb5ng th\u0103m ng\u01b0\u1eddi th\u00e2n \u2013 th\u00ec chuy\u1ec7n kh\u00f4ng gi\u1edbi thi\u1ec7u ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft c\u00f3 th\u1ec3 s\u1ebd ph\u00f9 h\u1ee3p h\u01a1n.<\/p>\n<h3 id=\"6-3-buoc-3-ket-hop-chan-dung-khach-hang-voi-cac-du-lieu-dinh-tinh-va-dinh-luong\">B\u01b0\u1edbc 3: K\u1ebft h\u1ee3p ch\u00e2n dung kh\u00e1ch h\u00e0ng v\u1edbi c\u00e1c d\u1eef li\u1ec7u \u0111\u1ecbnh t\u00ednh v\u00e0 \u0111\u1ecbnh l\u01b0\u1ee3ng<\/h3>\n<p>Li\u1ec7u nhu c\u1ea7u c\u1ee7a m\u1ed7i c\u00e1 nh\u00e2n c\u00f3 \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng t\u1ea1i t\u1eebng \u0111i\u1ec3m ti\u1ebfp x\u00fac? \u0110i\u1ec3m ti\u1ebfp x\u00fac n\u00e0o c\u00f3 th\u1ec3 b\u1ecf qua? Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u00f3 thay \u0111\u1ed5i theo t\u1eebng k\u00eanh? Tr\u1edf l\u1ea1i v\u00ed d\u1ee5 v\u1ec1 h\u00e3ng h\u00e0ng kh\u00f4ng \u1edf tr\u00ean, l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 c\u00f3 th\u1ec3 nh\u1eadn ra \u0111\u00e2u l\u00e0 kh\u00e1ch h\u00e0ng \u0111\u1eb7t ch\u1ed7 tr\u1ef1c tuy\u1ebfn, \u0111\u00e2u l\u00e0 nh\u1eefng ng\u01b0\u1eddi \u0111\u1eb7t qua s\u1ef1 h\u1ed7 tr\u1ee3 c\u1ee7a nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng? H\u00e3y ch\u00fa \u00fd t\u1edbi d\u1eef li\u1ec7u t\u01b0\u01a1ng \u1ee9ng theo t\u1eebng k\u00eanh.<\/p>\n<h3 id=\"6-4-buoc-4-phat-trien-cac-cau-hoi-co-su-thau-hieu-khach-hang\">B\u01b0\u1edbc 4: Ph\u00e1t tri\u1ec3n c\u00e1c c\u00e2u h\u1ecfi c\u00f3 s\u1ef1 th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng<\/h3>\n<p>Kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1 mong mu\u1ed1n g\u00ec? X\u00e1c \u0111\u1ecbnh m\u1ee5c ti\u00eau c\u1ee7a h\u1ecd khi t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p. S\u1ebd c\u00f3 nh\u1eefng giai \u0111o\u1ea1n \u0111i\u1ec3n h\u00ecnh n\u00e0o trong qu\u00e1 tr\u00ecnh th\u1ef1c hi\u1ec7n m\u1ee5c ti\u00eau c\u1ee7a kh\u00e1ch h\u00e0ng? T\u1eeb \u0111\u00f3, doanh nghi\u1ec7p c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c giai \u0111o\u1ea1n ph\u00f9 h\u1ee3p nh\u1ea5t v\u1edbi ho\u00e0n c\u1ea3nh c\u1ee7a m\u00ecnh, tuy nhi\u00ean, c\u00e1c b\u01b0\u1edbc chung nh\u1ea5t th\u01b0\u1eddng s\u1ebd l\u00e0 nghi\u00ean c\u1ee9u, \u0111\u00e1nh gi\u00e1, quy\u1ebft \u0111\u1ecbnh v\u00e0 ch\u0103m s\u00f3c sau b\u00e1n.<\/p>\n<h3 id=\"6-5-buoc-5-xem-xet-toan-bo-trai-nghiem-va-tim-co-hoi-thay-doi\">B\u01b0\u1edbc 5: Xem x\u00e9t to\u00e0n b\u1ed9 tr\u1ea3i nghi\u1ec7m v\u00e0 t\u00ecm c\u01a1 h\u1ed9i thay \u0111\u1ed5i<\/h3>\n<div id=\"attachment_11659\" style=\"width: 740px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-11659\" src=\"https:\/\/masterskills.org\/blog\/wp-content\/uploads\/\/12\/customer-journey-map-1.png\" alt=\"V\u1ebd b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng\" width=\"730\" height=\"410\" title=\"customer-journey-map-1\"><\/p>\n<p class=\"wp-caption-text\">Xem x\u00e9t to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng v\u00e0 s\u00e1ng t\u1ea1o tr\u1ea3i nghi\u1ec7m<\/p>\n<\/div>\n<p>Th\u1eed \u0111i \u0111\u00f4i gi\u00e0y c\u1ee7a kh\u00e1ch h\u00e0ng, trong t\u1eebng giai \u0111o\u1ea1n, b\u1ea1n c\u1ea3m th\u1ea5y th\u1ebf n\u00e0o? Qu\u00e1 tr\u00ecnh n\u00e0y d\u1ec5 hay kh\u00f3 \u0111\u1ec3 ho\u00e0n th\u00e0nh? Th\u1ef1c hi\u1ec7n m\u1ed7i ph\u1ea7n m\u1ea5t bao l\u00e2u? C\u00f3 g\u00ec tr\u1edf ng\u1ea1i kh\u00f4ng? \u0110\u00e2u l\u00e0 v\u1ecb tr\u00ed c\u00f3 th\u1ec3 l\u01b0\u1ee3c b\u1ecf? \u0110i\u1ec1u quan tr\u1ecdng l\u00e0 c\u1ee5 th\u1ec3, chi ti\u1ebft h\u00f3a c\u00e2u tr\u1ea3 l\u1eddi cho nh\u1eefng c\u00e2u h\u1ecfi tr\u00ean c\u0169ng nh\u01b0 ph\u00f2ng ban n\u00e0o ch\u1ecbu tr\u00e1ch nhi\u1ec7m trong vi\u1ec7c th\u1ef1c hi\u1ec7n nh\u1eefng thay \u0111\u1ed5i.<\/p>\n<h3 id=\"6-6-buoc-6-hinh-anh-hoa-hanh-trinh-cua-khach-hang\">B\u01b0\u1edbc 6: H\u00ecnh \u1ea3nh h\u00f3a h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng<\/h3>\n<p>Kh\u00f4ng c\u00f3 quy t\u1eafc b\u1ea5t bi\u1ebfn n\u00e0o v\u1ec1 vi\u1ec7c b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng ph\u1ea3i tr\u00f4ng th\u1ebf n\u00e0y hay th\u1ebf kia. \u0110i\u1ec1u quan tr\u1ecdng nh\u1ea5t l\u00e0 v\u1ebd b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng ph\u1ea3i \u0111em l\u1ea1i hi\u1ec7u qu\u1ea3. M\u1ed9t s\u1ed1 \u0111\u01b0\u1ee3c tr\u00ecnh b\u00e0y d\u01b0\u1edbi d\u1ea1ng giai \u0111o\u1ea1n, trong khi m\u1ed9t s\u1ed1 kh\u00e1c gi\u1ed1ng nh\u01b0 bi\u1ec3u \u0111\u1ed3 h\u00ecnh tr\u00f2n. Kh\u00f4ng c\u00f3 c\u00e1ch n\u00e0o sai trong tr\u00ecnh b\u00e0y, mi\u1ec5n l\u00e0 th\u1ef1c s\u1ef1 \u0111\u01a1n gi\u1ea3n v\u00e0 b\u1ea5t c\u1ee9 ai trong c\u00f4ng ty c\u0169ng c\u00f3 th\u1ec3 hi\u1ec3u.<\/p>\n<p style=\"text-align: left\">Hy v\u1ecdng qua nh\u1eefng chia s\u1ebb tr\u00ean c\u1ee7a Masterskills, c\u00e1c b\u1ea1n \u0111\u00e3 b\u1edbt lo l\u1eafng khi b\u1eaft tay v\u00e0o v\u1ebd b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng cho doanh nghi\u1ec7p c\u1ee7a m\u00ecnh. Trong b\u1ed1i c\u1ea3nh kh\u00e1ch h\u00e0ng l\u00e0 trung t\u00e2m v\u00e0 th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c coi l\u00e0 y\u1ebfu t\u1ed1 th\u00e0nh \u2013 b\u1ea1i c\u1ee7a doanh nghi\u1ec7p th\u00ec vi\u1ec7c x\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh \u0111\u1ec3 t\u1eeb \u0111\u00f3 t\u1ed1i \u01b0u tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng l\u00e0 th\u1ef1c s\u1ef1 c\u1ea7n thi\u1ebft.<\/p>\n<p style=\"text-align: right\"><em>Theo Tandemseven, Customerthink<\/em><\/p>\n<p style=\"text-align: left\"><em>B\u00e0i li\u00ean quan:<\/em><\/p>\n<ul>\n<li style=\"text-align: left\"><em>C\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u00fang th\u1eddi \u0111i\u1ec3m: N\u00ean b\u1eaft \u0111\u1ea7u t\u1eeb \u0111\u00e2u?<\/em><\/li>\n<li style=\"text-align: left\"><em>Ti\u1ebfp th\u1ecb b\u1eb1ng bi\u1ec3u t\u01b0\u1ee3ng c\u1ea3m x\u00fac<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>\u0110\u00e3 \u0111\u1ebfn l\u00fac, thay v\u00ec t\u1ed1i \u01b0u tr\u1ea3i nghi\u1ec7m t\u1ea1i t\u1eebng \u0111i\u1ec3m ti\u1ebfp x\u00fac ri\u00eang l\u1ebb, b\u1ea1n\u00a0n\u00ean quan t\u00e2m t\u1edbi to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng. Vi\u1ec7c thi\u1ebft l\u1eadp b\u1ea3n \u0111\u1ed3 cho h\u00e0nh tr\u00ecnh n\u00e0y s\u1ebd gi\u00fap b\u1ea1n c\u00f3 c\u00e1i nh\u00ecn t\u1ed5ng quan h\u01a1n v\u00e0 lu\u00f4n \u0111i \u0111\u00fang h\u01b0\u1edbng. 1. X\u00e1c \u0111\u1ecbnh m\u1ee5c \u0111\u00edch [&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\/53084"}],"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=53084"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/53084\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=53084"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=53084"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=53084"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}