{"id":53203,"date":"2023-12-20T06:37:41","date_gmt":"2023-12-19T23:37:41","guid":{"rendered":"https:\/\/masterskills.org\/blog\/trai-nghiem-khach-hang-truc-tuyen-trong-giai-doan-sau-mua.html"},"modified":"2023-12-20T06:37:41","modified_gmt":"2023-12-19T23:37:41","slug":"trai-nghiem-khach-hang-truc-tuyen-trong-giai-doan-sau-mua","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/trai-nghiem-khach-hang-truc-tuyen-trong-giai-doan-sau-mua.html","title":{"rendered":"Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1ef1c tuy\u1ebfn trong giai \u0111o\u1ea1n sau mua"},"content":{"rendered":"
\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1ef1c tuy\u1ebfn giai \u0111o\u1ea1n sau mua l\u00e0 g\u00ec?<\/h2>\n

N\u0103m 2015, A.G. Lafley \u2013 ng\u01b0\u1eddi l\u00fac \u0111\u00f3 l\u00e0 CEO c\u1ee7a Procter & Gamble \u0111\u00e3 gi\u1edbi thi\u1ec7u m\u1ed9t ch\u1ee7 \u0111\u1ec1 marketing c\u00f3 t\u00ean \u201ckho\u1ea3nh kh\u1eafc c\u1ee7a s\u1ef1 th\u1ef1c\u201d \u0111\u1ec3 x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh \u0111\u1ed1i v\u1edbi th\u01b0\u01a1ng hi\u1ec7u. Ngay sau \u0111\u00f3 c\u00e1c th\u01b0\u01a1ng hi\u1ec7u b\u00e1n l\u1ebb \u0111\u00e3 c\u00e2n \u0111\u1ed1i c\u00e1c chi\u1ebfn d\u1ecbch truy\u1ec1n th\u00f4ng xoay quanh 2 th\u1eddi \u0111i\u1ec3m ch\u1ee7 ch\u1ed1t: 1 l\u00e0 khi kh\u00e1ch h\u00e0ng quy\u1ebft \u0111\u1ecbnh xem c\u00f3 n\u00ean mua s\u1ea3n ph\u1ea9m hay kh\u00f4ng v\u00e0 2 l\u00e0 khi kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m l\u1ea7n \u0111\u1ea7u ti\u00ean. V\u1edbi s\u1ef1 gia t\u0103ng c\u1ee7a nh\u1eefng c\u00f4ng ngh\u1ec7 m\u1edbi nh\u01b0 Internet hay \u0111i\u1ec7n tho\u1ea1i di \u0111\u1ed9ng, th\u00f3i quen mua h\u00e0ng ng\u00e0y nay c\u00f3 th\u00eam nhi\u1ec1u b\u01b0\u1edbc m\u1edbi nh\u01b0 giai \u0111o\u1ea1n nghi\u00ean c\u1ee9u v\u00e0 t\u00ecm hi\u1ec3u s\u1ea3n ph\u1ea9m.<\/p>\n

5 n\u0103m tr\u01b0\u1edbc, c\u00e1c \u0111\u1ecba ch\u1ec9 review tr\u1ef1c tuy\u1ebfn nh\u01b0 TripAdvisor \u0111\u00e3 gi\u1edbi thi\u1ec7u tr\u00ean Google v\u1ec1 \u201ckho\u1ea3nh kh\u1eafc s\u1ef1 th\u1ef1c s\u1ed1 0, ph\u1ea7n c\u1ed1t l\u00f5i trong qu\u00e1 tr\u00ecnh mua s\u1eafm\u201d. Trong l\u00fac \u0111\u00f3, c\u00e1c d\u1eef li\u1ec7u th\u1ed1ng k\u00ea ch\u1ec9 ra r\u1eb1ng m\u1ed9t n\u1eeda giao d\u1ecbch th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n tr\u00ean thi\u1ebft b\u1ecb di \u0111\u1ed9ng, b\u00e1o hi\u1ec7u kho\u1ea3nh kh\u1eafc s\u1ef1 th\u1ef1c di \u0111\u1ed9ng s\u1eafp t\u1edbi.<\/p>\n

Ng\u00e0y nay, c\u00e1c nh\u00e3n h\u00e0ng b\u00e1n l\u1ebb t\u1ea1o ra c\u00e1c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng xung quanh 4 th\u1eddi \u0111i\u1ec3m v\u00e0 t\u1eadp trung v\u00e0o vi\u1ec7c kh\u00edch l\u1ec7 ng\u01b0\u1eddi mua nh\u1ea5n v\u00e0o n\u00fat \u201cMua\u201d. N\u00ean nh\u1edb \u0111\u00e2y v\u1eabn ch\u01b0a ph\u1ea3i l\u00e0 \u0111i\u1ec3m k\u1ebft th\u00fac c\u1ee7a h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng. N\u00f3 m\u1edbi ch\u1ec9 l\u00e0 s\u1ef1 kh\u1edfi \u0111\u1ea7u c\u1ee7a m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng \u2013 th\u01b0\u01a1ng hi\u1ec7u. Khi m\u1ed9t kh\u00e1ch h\u00e0ng ho\u00e0n th\u00e0nh giao d\u1ecbch mua s\u1eafm tr\u1ef1c tuy\u1ebfn, s\u1ebd c\u00f3 m\u1ed9t \u201ckho\u1ea3ng tr\u1ea3i nghi\u1ec7m\u201d t\u1eeb khi h\u1ecd \u0111\u1eb7t mua xong cho \u0111\u1ebfn khi nh\u1eadn \u0111\u01b0\u1ee3c s\u1ea3n ph\u1ea9m. \u0110\u00e2y l\u00e0 kho\u1ea3nh kh\u1eafc m\u1edbi v\u1ec1 ni\u1ec1m tin cho c\u00e1c ng\u01b0\u1eddi mua tr\u1ef1c tuy\u1ebfn.<\/p>\n

\"Tr\u1ea3i<\/p>\n

Vi\u1ec7c \u201cmua h\u00e0ng\u201d v\u1eabn ch\u1ec9 l\u00e0 s\u1ef1 kh\u1edfi \u0111\u1ea7u cho m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng \u2013 doanh nghi\u1ec7p<\/p>\n<\/div>\n

Cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1ef1c tuy\u1ebfn t\u00edch c\u1ef1c v\u00e0o th\u1eddi \u0111i\u1ec3m mang t\u00ednh d\u1ef1 b\u00e1o n\u00e0y l\u00e0 m\u1ed9t c\u01a1 h\u1ed9i kh\u1ed5ng l\u1ed3 cho nh\u1eefng nh\u00e0 b\u00e1n l\u1ebb \u0111\u1ec3 th\u1eaft ch\u1eb7t m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh v\u1edbi th\u01b0\u01a1ng hi\u1ec7u. \u0110\u00e1ng ng\u1ea1c nhi\u00ean l\u00e0, ch\u1ec9 c\u00f3 16% c\u00f4ng ty t\u1eadp trung v\u00e0o vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, m\u1eb7c d\u00f9 vi\u1ec7c c\u00f3 \u0111\u01b0\u1ee3c m\u1ed9t kh\u00e1ch h\u00e0ng m\u1edbi t\u1ed1n k\u00e9m \u00edt nh\u1ea5t 5 l\u1ea7n so v\u1edbi vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i.<\/p>\n

Ng\u01b0\u1eddi mua k\u1ef3 v\u1ecdng c\u00f3 m\u1ed9t tr\u1ea3i nghi\u1ec7m li\u1ec1n m\u1ea1ch \u2013 b\u1ea5t k\u1ec3 h\u1ecd \u0111ang \u1edf \u0111\u00e2u, s\u1eed d\u1ee5ng thi\u1ebft b\u1ecb n\u00e0o hay c\u00e1ch m\u00e0 h\u1ecd ch\u1ecdn \u0111\u1ec3 mua s\u1eafm. C\u00e1c th\u01b0\u01a1ng hi\u1ec7u hi\u1ec3u r\u00f5 \u0111i\u1ec1u n\u00e0y: 84% nh\u00e0 b\u00e1n l\u1ebb n\u00f3i r\u1eb1ng vi\u1ec7c t\u1ea1o l\u1eadp tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1ef1c tuy\u1ebfn \u0111\u1ed3ng nh\u1ea5t th\u00f4ng qua c\u00e1c k\u00eanh l\u00e0 r\u1ea5t quan tr\u1ecdng. Trong khi vi\u1ec7c \u0111\u00e1p \u1ee9ng v\u1ec1 s\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c xem nh\u01b0 l\u00e0 ch\u1ee9c n\u0103ng thu\u1ed9c chu\u1ed7i cung \u1ee9ng \u0111\u01a1n thu\u1ea7n v\u00e0 t\u00e1ch bi\u1ec7t kh\u1ecfi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, s\u1ef1 gia t\u0103ng c\u1ee7a ng\u01b0\u1eddi mua h\u00e0ng \u0111a k\u00eanh (omnichannel shopper) v\u00e0 c\u00e1c d\u1ecbch v\u1ee5 d\u1ef1a tr\u00ean nhu c\u1ea7u \u0111ang chi\u1ebfm \u01b0u th\u1ebf h\u01a1n h\u1eb3n. Ch\u01b0a bao gi\u1edd, kh\u00e1ch h\u00e0ng l\u1ea1i mong mu\u1ed1n c\u00f3 \u0111\u01b0\u1ee3c nh\u1eefng tr\u1ea3i nghi\u1ec7m mang t\u00ednh c\u00e1 nh\u00e2n h\u00f3a nhi\u1ec1u \u0111\u1ebfn nh\u01b0 th\u1ebf, ngay t\u1eeb vi\u1ec7c l\u00e0m th\u1ebf n\u00e0o hay v\u00e0o khi n\u00e0o h\u1ecd s\u1ebd nh\u1eadn \u0111\u01b0\u1ee3c s\u1ea3n ph\u1ea9m.<\/p>\n

T\u1eadp trung v\u00e0o c\u00e1c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1ef1c tuy\u1ebfn sau mua l\u00e0 m\u1ee5c ti\u00eau m\u1edbi cho c\u00e1c nh\u00e0 b\u00e1n l\u1ebb. Tr\u01b0\u1edbc \u0111\u00f3, c\u00e1c nh\u00e0 b\u00e1n l\u1ebb chuy\u1ec3n giao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng cho b\u00ean th\u1ee9 3, trong \u0111\u00f3 t\u1eadp trung v\u00e0o d\u1ecbch v\u1ee5 v\u1eadn chuy\u1ec3n. Ng\u00e0y nay, h\u1ecd ch\u00fa tr\u1ecdng h\u01a1n \u0111\u1ebfn vi\u1ec7c qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1ef1c tuy\u1ebfn sau mua v\u1edbi giao di\u1ec7n c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u b\u1eaft m\u1eaft, giao h\u00e0ng thu\u1eadn ti\u1ec7n v\u00e0 n\u1ed9i dung mang t\u00ednh c\u00e1 nh\u00e2n h\u00f3a. B\u1eb1ng c\u00e1ch s\u1eafp x\u1ebfp h\u1ee3p l\u00fd c\u00e1c tr\u00ecnh t\u1ef1 mua c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u01b0a h\u1ecd tr\u1ef1c ti\u1ebfp tr\u1edf l\u1ea1i v\u00e0o v\u00f2ng trung th\u00e0nh, c\u00e1c th\u01b0\u01a1ng hi\u1ec7u c\u00f3 th\u1ec3 bi\u1ebfn nh\u1eefng ng\u01b0\u1eddi mua h\u00e0ng m\u1ed9t l\u1ea7n th\u00e0nh nh\u1eefng kh\u00e1ch h\u00e0ng trung th\u00e0nh tr\u1ecdn \u0111\u1eddi.<\/p>\n

H\u00e3y xem v\u00ed d\u1ee5 c\u1ee7a Sephora, m\u1ed9t nh\u00e0 b\u00e1n l\u1ebb lu\u00f4n bi\u1ebft c\u00e1ch t\u1eadn d\u1ee5ng m\u1ecdi c\u01a1 h\u1ed9i \u0111\u1ec3 t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng. Th\u00e0nh c\u00f4ng c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u ch\u0103m s\u00f3c s\u1eafc \u0111\u1eb9p n\u00e0y \u0111\u1ebfn t\u1eeb vi\u1ec7c kh\u00f4ng ng\u1eebng theo \u0111u\u1ed5i m\u1ed1i li\u00ean k\u1ebft d\u1eabn \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi mua xuy\u00ean su\u1ed1t h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng t\u1ed5ng th\u1ec3 qua r\u1ea5t c\u1ea3 c\u00e1c k\u00eanh: tr\u1ef1c tuy\u1ebfn, di \u0111\u1ed9ng v\u00e0 c\u1eeda h\u00e0ng truy\u1ec1n th\u1ed1ng. V\u00ed d\u1ee5, Sephora th\u01b0\u1eddng xuy\u00ean d\u00e0nh t\u1eb7ng \u01b0u \u0111\u00e3i cho kh\u00e1ch h\u00e0ng \u0111\u1ebfn mua tr\u1ef1c ti\u1ebfp c\u00e1c b\u00ed k\u00edp trang \u0111i\u1ec3m h\u1eefu hi\u1ec7u tr\u1ef1c tuy\u1ebfn mang t\u00ean \u201cBeauty Workshop\u201d. Trong l\u1ea7n c\u1eadp nh\u1eadt m\u1edbi nh\u1ea5t c\u1ee7a \u1ee9ng d\u1ee5ng Sephora tr\u00ean \u0111i\u1ec7n tho\u1ea1i, t\u00ednh n\u0103ng m\u1edbi cho ph\u00e9p ng\u01b0\u1eddi mua nh\u00ecn th\u1ea5y chuy\u1ec3n \u0111\u1ed9ng c\u1ee7a b\u1ea3n th\u00e2n theo th\u1eddi gian th\u1ef1c khi th\u1eed trang \u0111i\u1ec3m tr\u1ef1c tuy\u1ebfn.<\/p>\n

\"Tr\u1ea3i<\/p>\n

Trang Beauty Workshop c\u1ee7a Sephora<\/p>\n<\/div>\n

Tuy nhi\u00ean, tr\u1ea3i nghi\u1ec7m c\u00e1 nh\u00e2n h\u00f3a kh\u00f4ng k\u1ebft th\u00fac t\u1ea1i \u0111\u00e2y. Ngay sau khi nh\u1ea5n \u201cMua\u201d, kh\u00e1ch h\u00e0ng c\u1ee7a Sephora s\u1ebd nh\u1eadn \u0111\u01b0\u1ee3c m\u1ed9t trang giao h\u00e0ng c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u th\u1ec3 hi\u1ec7n tr\u1ea1ng th\u00e1i \u0111\u01a1n h\u00e0ng. C\u00f9ng th\u1eddi \u0111i\u1ec3m \u0111\u00f3, kh\u00e1ch h\u00e0ng nh\u1eadn \u0111\u01b0\u1ee3c c\u00e1c l\u1eddi g\u1ee3i \u00fd, \u01b0u \u0111\u00e3i v\u00e0 n\u1ed9i dung mang t\u00ednh \u0111\u1ecbnh h\u01b0\u1edbng \u0111\u1ec3 gi\u1eef h\u1ecd gi\u1eef nguy\u00ean s\u1ef1 h\u00e0i l\u00f2ng \u0111\u1ed1i v\u1edbi vi\u1ec7c mua s\u1eafm. Trong tr\u01b0\u1eddng h\u1ee3p kh\u00e1ch h\u00e0ng c\u1ea7n ho\u00e0n l\u1ea1i s\u1ea3n ph\u1ea9m, c\u00e1c ch\u00ednh s\u00e1ch ho\u00e0n tr\u1ea3 c\u1ee7a Sephora cho th\u1ea5y s\u1ef1 ph\u1ee9c t\u1ea1p n\u1ebfu h\u1ecd v\u1eabn gi\u1eef nguy\u00ean \u00fd \u0111\u1ecbnh kh\u00f4ng ti\u1ebfp t\u1ee5c s\u1eed d\u1ee5ng v\u00e0 song song cung c\u1ea5p c\u00e1c th\u00f4ng tin ch\u00ednh x\u00e1c v\u1ec1 th\u1ee9 s\u1ebd ch\u1edd \u0111\u1ee3i h\u1ecd ph\u00eda tr\u01b0\u1edbc, khi n\u00e0o v\u00e0 t\u1ea1i sao. M\u1ed7i b\u01b0\u1edbc, Sephora \u0111\u1ec1u c\u1ed1 g\u1eafng c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1ef1c tuy\u1ebfn v\u00e0 t\u1ed1i \u01b0u h\u00f3a l\u00f2ng trung th\u00e0nh.<\/p>\n

D\u01b0\u1edbi \u0111\u00e2y l\u00e0 4 c\u00e1ch quan tr\u1ecdng m\u00e0 c\u00e1c nh\u00e0 b\u00e1n l\u1ebb c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng \u0111\u1ec3 t\u0103ng c\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1ef1c tuy\u1ebfn t\u00edch c\u1ef1c sau mua:<\/p>\n

Ti\u1ebfp t\u1ee5c cu\u1ed9c tr\u00f2 chuy\u1ec7n<\/h2>\n

M\u1ed9t trong nh\u1eefng \u0111i\u1ec1u \u0111\u1ea7u ti\u00ean m\u00e0 c\u00e1c nh\u00e0 b\u00e1n l\u1ebb c\u00f3 th\u1ec3 l\u00e0m l\u00e0 qu\u1ea3n l\u00fd t\u1ed1t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1ef1c tuy\u1ebfn sau mua h\u01a1n l\u00e0 \u0111\u1ec3 kh\u00e1ch h\u00e0ng cho b\u00ean th\u1ee9 ba. C\u00e1c kh\u00e1ch h\u00e0ng c\u0169ng c\u00f3 th\u1ec3 nh\u1eadn th\u00f4ng b\u00e1o qua SMS v\u00e0 \u0111\u1ecdc v\u1ec1 m\u1ee5c h\u1ecfi \u0111\u00e1p m\u00e0 kh\u00f4ng c\u1ea7n r\u1eddi kh\u1ecfi tr\u1ea3i nghi\u1ec7m mang t\u00ednh th\u01b0\u01a1ng hi\u1ec7u. Kh\u00f4ng nh\u1eefng c\u00e1c kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c th\u00f4ng b\u00e1o t\u1ed1t h\u01a1n v\u00e0 c\u00e1c cu\u1ed9c g\u1ecdi t\u1edbi trung t\u00e2m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng s\u1ebd gi\u1ea3m \u0111i, nh\u1eefng h\u00e0nh \u0111\u1ed9ng n\u00e0y m\u1edf ra nh\u1eefng k\u00eanh marketing m\u1edbi cho c\u00e1c nh\u00e0 b\u00e1n l\u1ebb v\u00e0 ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng.<\/p>\n

Cung c\u1ea5p cho ng\u01b0\u1eddi mua th\u00f4ng tin c\u00e1 nh\u00e2n h\u00f3a li\u00ean quan<\/h2>\n

Vi\u1ec7c kh\u00e1ch h\u00e0ng ch\u1edd \u0111\u1ee3i \u0111\u01a1n h\u00e0ng c\u1ee7a h\u1ecd \u0111\u01b0\u1ee3c giao m\u1edf ra nh\u1eefng c\u01a1 h\u1ed9i giao ti\u1ebfp m\u1edbi cho ng\u01b0\u1eddi b\u00e1n, \u0111\u1eb7c bi\u1ec7t l\u00e0 khi vi\u1ec7c t\u01b0\u01a1ng t\u00e1c n\u00e0y c\u00f3 t\u00ednh c\u00e1 nh\u00e2n h\u00f3a. 73% kh\u00e1ch h\u00e0ng mu\u1ed1n mua s\u1ea3n ph\u1ea9m t\u1eeb c\u00e1c th\u01b0\u01a1ng hi\u1ec7u c\u00f3 s\u1eed d\u1ee5ng th\u00f4ng tin c\u00e1 nh\u00e2n c\u1ee7a h\u1ecd \u0111\u1ec3 khi\u1ebfn vi\u1ec7c mua s\u1eafm tr\u1edf n\u00ean li\u00ean quan h\u01a1n. Birchbox, m\u1ed9t d\u1ecbch v\u1ee5 cung c\u1ea5p d\u1ecbch v\u1ee5 l\u00e0m \u0111\u1eb9p tr\u1ef1c tuy\u1ebfn h\u00e0ng th\u00e1ng cho kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1i nh\u00ecn \u201cg\u1ee3i m\u1edf\u201d v\u1ec1 th\u1ee9 s\u1ebd ch\u1edd \u0111\u1ee3i h\u1ecd \u1edf chi\u1ebfc h\u1ed9p b\u00ed \u1ea9n xu\u1ea5t hi\u1ec7n trong video \u0111\u0103ng t\u1ea3i \u0111\u1ecbnh k\u1ef3. Levi\u2019s l\u1ea1i t\u0103ng t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch qu\u1ea3ng b\u00e1 s\u1ea3n ph\u1ea9m m\u1edbi t\u1edbi kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i d\u1ef1a tr\u00ean nh\u1eefng l\u1ea7n mua h\u00e0ng tr\u01b0\u1edbc \u0111\u00f3 v\u00e0 \u01b0u ti\u00ean s\u1eed d\u1ee5ng k\u00eanh sau mua.<\/p>\n

\"Tr\u1ea3i<\/p>\n

Levi\u2019s s\u1eed d\u1ee5ng l\u1ecbch s\u1eed mua h\u00e0ng \u0111\u1ec3 \u0111\u01b0a ra nh\u1eefng g\u1ee3i \u00fd ph\u00f9 h\u1ee3p cho kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

Bi\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1ef1c tuy\u1ebfn t\u1eeb k\u00e9m sang t\u1ed1t<\/h2>\n

B\u1ea1n c\u00f3 th\u1ec3 g\u1eb7p nhi\u1ec1u l\u1ed7i trong qu\u00e1 tr\u00ecnh \u0111\u00e1p \u1ee9ng nhu c\u1ea7u mua s\u1eafm c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 nh\u1eefng l\u1ed7i n\u00e0y khi\u1ebfn kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y kh\u00f3 ch\u1ecbu: m\u1ed9t s\u1ea3n ph\u1ea9m giao nh\u1ea7m, \u0111\u1ecba ch\u1ec9 kh\u00f4ng ch\u00ednh x\u00e1c hay \u0111\u00f3ng g\u00f3i tr\u1ec5 h\u1ea1n v\u00ec l\u00fd do th\u1eddi ti\u1ebft. Trong khi nh\u1eefng l\u1ed7i n\u00e0y c\u00f3 th\u1ec3 n\u1eb1m ngo\u00e0i t\u1ea7m qu\u1ea3n l\u00fd c\u1ee7a b\u1ea1n, ch\u00fang v\u1eabn \u0111em \u0111\u1ebfn m\u1ed9t c\u00e1i nh\u00ecn \u0111\u1ea7y ti\u00eau c\u1ef1c v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u. Tuy nhi\u00ean, \u0111i\u1ec1u n\u00e0y kh\u00f4ng c\u00f3 ngh\u0129a l\u00e0 nh\u1eefng kh\u00e1ch h\u00e0ng gi\u1eadn d\u1eef s\u1ebd m\u1ed9t \u0111i kh\u00f4ng tr\u1edf l\u1ea1i.<\/p>\n

N\u1ebfu th\u01b0\u01a1ng hi\u1ec7u k\u1ecbp th\u1eddi x\u1eed l\u00fd, \u0111\u00e2y l\u00e0 c\u01a1 h\u1ed9i l\u1edbn \u0111\u1ec3 k\u00e9o kh\u00e1ch h\u00e0ng quay l\u1ea1i v\u00e0 t\u1ea1o n\u00ean marketing truy\u1ec1n mi\u1ec7ng hi\u1ec7u qu\u1ea3. Nh\u1eefng c\u00f4ng ty nh\u01b0 Gap v\u00e0 Bed Bath & Beyond \u0111ang n\u1eafm b\u1eaft r\u1ea5t t\u1ed1t c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng t\u1ea1i th\u1eddi \u0111i\u1ec3m giao h\u00e0ng, khi nh\u1eefng v\u1ea5n \u0111\u1ec1 c\u00f3 xu h\u01b0\u1edbng ph\u00e1t sinh nhi\u1ec1u nh\u1ea5t. B\u1eb1ng c\u00e1ch qu\u1ea3n l\u00fd h\u00e0nh vi kh\u00e1ch h\u00e0ng v\u00e0 th\u1ef1c hi\u1ec7n h\u00e0nh \u0111\u1ed9ng gi\u00fap h\u1ecd gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 nhanh ch\u00f3ng, d\u1ec5 d\u00e0ng, nh\u1eefng th\u01b0\u01a1ng hi\u1ec7u n\u00e0y \u0111\u00e3 chi\u1ebfn th\u1eafng trong vi\u1ec7c chi\u1ebfm l\u1ea5y tr\u00e1i tim kh\u00e1ch h\u00e0ng.<\/p>\n

S\u1eed d\u1ee5ng live chat l\u00e0 m\u1ed9t trong nh\u1eefng c\u00e1ch hi\u1ec7u qu\u1ea3 nh\u1ea5t \u0111\u1ec3 k\u1ecbp th\u1eddi x\u1eed l\u00fd nh\u1eefng kh\u00fac m\u1eafc v\u00e0 v\u1ea5n \u0111\u1ec1 g\u1eb7p ph\u1ea3i c\u1ee7a kh\u00e1ch h\u00e0ng. Ngay t\u1ea1i th\u1eddi \u0111i\u1ec3m ph\u00e1t sinh v\u1ea5n \u0111\u1ec1, nh\u00e2n vi\u00ean t\u01b0 v\u1ea5n k\u1ecbp th\u1eddi xu\u1ea5t hi\u1ec7n v\u00e0 \u0111\u01b0a ra gi\u1ea3i ph\u00e1p nh\u1eb1m x\u1eed l\u00fd t\u1eeb A t\u1edbi Z s\u1ebd l\u00e0 m\u1ed9t \u201c\u0111i\u1ec3m c\u1ed9ng\u201d l\u1edbn gi\u00fap kh\u00e1ch h\u00e0ng c\u00f3 \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m t\u1ed1t h\u01a1n.<\/p>\n

\"Kh\u00e1ch<\/p>\n

S\u1eed d\u1ee5ng live chat l\u00e0 m\u1ed9t trong nh\u1eefng c\u00e1ch hi\u1ec7u qu\u1ea3 nh\u1ea5t \u0111\u1ec3 k\u1ecbp th\u1eddi x\u1eed l\u00fd nh\u1eefng kh\u00fac m\u1eafc v\u00e0 v\u1ea5n \u0111\u1ec1 g\u1eb7p ph\u1ea3i c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<\/div>\n

T\u1ea1o m\u00f4i tr\u01b0\u1eddng c\u00f3 t\u1ed5 ch\u1ee9c \u0111\u1ec3 h\u1ed7 tr\u1ee3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng sau mua<\/h2>\n

Do tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1ef1c tuy\u1ebfn tr\u1edf th\u00e0nh nhi\u1ec7m v\u1ee5 \u01b0u ti\u00ean h\u00e0ng \u0111\u1ea7u cho c\u00e1c nh\u00e0 b\u00e1n l\u1ebb, h\u1ecd ph\u1ea3i \u0111\u1ea3m b\u1ea3o r\u1eb1ng c\u00e1c b\u1ed9 ph\u1eadn trong c\u00f4ng ty \u0111\u01b0\u1ee3c k\u1ebft n\u1ed1i ch\u1eb7t ch\u1ebd v\u1edbi nhau \u0111\u1ec3 ho\u00e0n th\u00e0nh m\u1ee5c ti\u00eau \u0111em \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m t\u1ed1i \u01b0u nh\u1ea5t cho kh\u00e1ch h\u00e0ng. S\u1ebd r\u1ea5t c\u1ea7n thi\u1ebft \u0111\u1ec3 ph\u00e1t tri\u1ec3n m\u1ed1i quan h\u1ec7 gi\u1eefa chu\u1ed7i cung \u1ee9ng, th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed v\u00e0 \u0111\u1ed9i ng\u0169 marketing \u0111\u1ec3 ki\u1ebfn t\u1ea1o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1ef1c tuy\u1ebfn sau mua t\u1ed1t nh\u1ea5t. Trong qu\u00e1 kh\u1ee9, nh\u1eefng nh\u00f3m n\u00e0y c\u00f3 th\u1ec3 ho\u1ea1t \u0111\u1ed9ng \u0111\u1ed9c l\u1eadp nh\u01b0ng b\u1ea5t c\u1ee9 kh\u00e1ch h\u00e0ng n\u00e0o tr\u1edf n\u00ean gi\u1eadn d\u1eef, b\u1ea5t k\u1ec3 l\u00e0 do chu\u1ed7i cung \u1ee9ng hay marketing \u0111\u1ec1u ph\u1ea3n \u00e1nh h\u00ecnh \u1ea3nh ti\u00eau c\u1ef1c v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u. Khi h\u1ecd l\u00e0m vi\u1ec7c c\u00f9ng nhau v\u1edbi ngu\u1ed3n l\u1ef1c v\u00e0 ng\u00e2n s\u00e1ch ph\u00f9 h\u1ee3p, c\u00e1c nh\u00e0 b\u00e1n l\u1ebb s\u1ebd s\u1edbm g\u1eb7t h\u00e1i \u0111\u01b0\u1ee3c th\u00e0nh c\u00f4ng.<\/p>\n

C\u00e1c nh\u00e0 b\u00e1n l\u1ebb c\u1ea7n t\u1ea1o ra h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng tr\u1ecdn v\u1eb9n nh\u1eb1m khi\u1ebfn h\u1ecd y\u00eau th\u00edch v\u00e0 mong mu\u1ed1n \u0111\u01b0\u1ee3c t\u01b0\u01a1ng t\u00e1c nhi\u1ec1u h\u01a1n. Kh\u00e1ch h\u00e0ng tr\u1ecdn \u0111\u1eddi kh\u00f4ng ph\u1ea3i hi\u1ebfm g\u1eb7p, l\u00e0 k\u1ebft qu\u1ea3 c\u1ee7a tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c trong su\u1ed1t qu\u00e1 tr\u00ecnh mua s\u1eafm.<\/p>\n

Ngu\u1ed3n: Havard Business Review<\/em><\/p>\n

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

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  • [Infographic] 5 g\u1ee3i \u00fd cho nh\u1eefng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ho\u00e0n h\u1ea3o<\/em><\/li>\n
  • T\u0103ng gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng nh\u1edd kh\u00e1c bi\u1ec7t h\u00f3a tr\u1ea3i nghi\u1ec7m<\/em><\/li>\n
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    Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1ef1c tuy\u1ebfn giai \u0111o\u1ea1n sau mua l\u00e0 g\u00ec? N\u0103m 2015, A.G. Lafley \u2013 ng\u01b0\u1eddi l\u00fac \u0111\u00f3 l\u00e0 CEO c\u1ee7a Procter & Gamble \u0111\u00e3 gi\u1edbi thi\u1ec7u m\u1ed9t ch\u1ee7 \u0111\u1ec1 marketing c\u00f3 t\u00ean \u201ckho\u1ea3nh kh\u1eafc c\u1ee7a s\u1ef1 th\u1ef1c\u201d \u0111\u1ec3 x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh \u0111\u1ed1i v\u1edbi th\u01b0\u01a1ng hi\u1ec7u. Ngay sau \u0111\u00f3 c\u00e1c th\u01b0\u01a1ng […]<\/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\/53203"}],"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=53203"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/53203\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=53203"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=53203"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=53203"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}