{"id":53333,"date":"2023-12-20T07:05:40","date_gmt":"2023-12-20T00:05:40","guid":{"rendered":"https:\/\/masterskills.org\/blog\/ve-ban-do-hanh-trinh-khach-hang-de-toi-uu-trai-nghiem.html"},"modified":"2024-05-24T17:31:32","modified_gmt":"2024-05-24T10:31:32","slug":"ve-ban-do-hanh-trinh-khach-hang-de-toi-uu-trai-nghiem","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/ve-ban-do-hanh-trinh-khach-hang-de-toi-uu-trai-nghiem.html","title":{"rendered":"V\u1ebd b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \u0111\u1ec3 t\u1ed1i \u01b0u tr\u1ea3i nghi\u1ec7m"},"content":{"rendered":"
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\"\u0110o<\/p>\n

\u0110o \u0111\u1ebfm s\u1ebd gi\u00fap b\u1ea1n ki\u1ec3m so\u00e1t t\u1ed1t v\u1ea5n \u0111\u1ec1<\/p>\n<\/div>\n

Vi\u1ec7c \u0111o \u0111\u1ebfm tr\u1ea3i nghi\u1ec7m th\u01b0\u1eddng ph\u1ee9c t\u1ea1p b\u1edfi \u0111\u00f3 l\u00e0 y\u1ebfu t\u1ed1 ch\u1ee7 quan. Ch\u00ednh v\u00ec th\u1ebf m\u00e0 vi\u1ec7c l\u1eadp m\u1ed9t b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean c\u1ea7n thi\u1ebft.<\/p>\n

B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh l\u00e0 s\u1ef1 c\u1ee5 th\u1ec3 h\u00f3a ti\u1ebfn tr\u00ecnh tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng tr\u01b0\u1edbc khi mua s\u1ea3n ph\u1ea9m hay d\u1ecbch v\u1ee5 \u2013 b\u1eaft \u0111\u1ea7u t\u1eeb nh\u1eadn th\u1ee9c, qua giai \u0111o\u1ea1n c\u00e2n nh\u1eafc v\u00e0 ti\u1ebfn t\u1edbi mua h\u00e0ng.<\/p>\n

N\u00f3 cho th\u1ea5y to\u00e0n b\u1ed9 nh\u1eefng t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi th\u01b0\u01a1ng hi\u1ec7u, l\u00e0 t\u00e0i li\u1ec7u t\u1ed5ng th\u1ec3 nh\u1ea5t v\u1ec1 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng; tr\u00e1i ng\u01b0\u1ee3c v\u1edbi vi\u1ec7c ph\u00e2n m\u1ea3nh, \u0111\u00e1nh gi\u00e1 t\u1eebng ph\u1ea7n, t\u1eebng giai \u0111o\u1ea1n. C\u00e1ch ti\u1ebfp c\u1eadn n\u00e0y c\u0169ng cho th\u1ea5y, khi ra quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng, kh\u00e1ch h\u00e0ng\u00a0kh\u00f4ng \u0111\u01a1n thu\u1ea7n ch\u1ec9 d\u1ef1a v\u00e0o g\u00f3c \u0111\u1ed9 ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m hay d\u1ecbch v\u1ee5 m\u00e0 c\u00f2n c\u00f3 c\u1ea3 y\u1ebfu t\u1ed1 c\u1ea3m t\u00ednh.<\/p>\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u0169ng quan tr\u1ecdng kh\u00f4ng k\u00e9m ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 m\u00e0 b\u1ea1n \u0111ang cung c\u1ea5p, v\u00ec v\u1eady khi c\u00f3 th\u1ec3 \u0111\u1eb7t m\u00ecnh v\u00e0o v\u1ecb tr\u00ed c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 thi\u1ebft l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh, tr\u1ea3i nghi\u1ec7m doanh nghi\u1ec7p mang t\u1edbi s\u1ebd l\u00e0 ho\u00e0n h\u1ea3o nh\u1ea5t!<\/p>\n

T\u1ea1i sao b\u1ea1n c\u1ea7n v\u1ebd\u00a0b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng?<\/h2>\n

Thi\u1ebft l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng b\u1eaft \u0111\u1ea7u t\u1eeb vi\u1ec7c th\u1ea5u hi\u1ec3u \u0111\u1ed9ng l\u1ef1c\u00a0mua h\u00e0ng c\u1ee7a nh\u00f3m \u0111\u1ed1i t\u01b0\u1ee3ng m\u1ee5c ti\u00eau v\u00e0 t\u00ecm ra c\u00e1c m\u1ed1i t\u01b0\u01a1ng quan ph\u00f9 h\u1ee3p v\u1edbi m\u1ee5c ti\u00eau kinh doanh c\u1ee7a b\u1ea1n. C\u00e1ch ti\u1ebfp c\u1eadn l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m n\u00e0y t\u1eadp trung v\u00e0o vi\u1ec7c t\u1ea1o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c v\u00e0 nu\u00f4i d\u01b0\u1ee1ng c\u00e1c tr\u1ea3i nghi\u1ec7m \u0111\u00f3.<\/p>\n

B\u1ea1n mu\u1ed1n s\u00e1ng t\u1ea1o tr\u1ea3i nghi\u1ec7m m\u00e0 nh\u1edd \u0111\u00f3 nh\u1eefng k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng b\u1eb1ng s\u1ef1 h\u00e0i l\u00f2ng khi mua s\u1ea3n ph\u1ea9m t\u1eeb th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n. S\u1ef1 th\u1ecfa m\u00e3n n\u00e0y l\u00e0 nh\u1eefng g\u00ec m\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 \u0111\u01b0\u1ee3c khi h\u1ecd t\u00ecm th\u1ea5y\u00a0th\u1ee9 m\u00e0 h\u1ecd mu\u1ed1n, tr\u1ea3i qua qu\u00e1 tr\u00ecnh mua h\u00e0ng v\u00e0 t\u1eadn h\u01b0\u1edfng t\u00ednh n\u0103ng c\u1ee7a s\u1ea3n ph\u1ea9m hay d\u1ecbch v\u1ee5.<\/p>\n

\u201c68% kh\u00e1ch h\u00e0ng n\u00f3i r\u1eb1ng h\u1ecd\u00a0thay \u0111\u1ed5i nh\u00e0 cung c\u1ea5p v\u00ec d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed3i.\u201d (Accenture)<\/p>\n

D\u00f9 c\u00f3 th\u1eeba nh\u1eadn hay kh\u00f4ng, c\u00e1c kh\u00e1ch h\u00e0ng \u0111\u1ec1u nh\u1ea5n m\u1ea1nh, s\u1ef1 d\u1ec5 d\u00e0ng hay kh\u00f3 kh\u0103n m\u00e0 h\u1ecd tr\u1ea3i qua trong qu\u00e1 tr\u00ecnh mua h\u00e0ng c\u00f3 \u1ea3nh h\u01b0\u1edfng \u0111\u00e1ng k\u1ec3 t\u1edbi m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng. C\u00f2n vi\u1ec7c c\u1ee7a b\u1ea1n l\u00e0 n\u1eafm l\u1ea5y c\u01a1 h\u1ed9i \u0111\u1ec3 kh\u00e1m ph\u00e1, th\u1ea5u hi\u1ec3u v\u00e0 t\u1ed1i \u01b0u \u0111\u1ec3 mang l\u1ea1i nh\u1eefng gi\u00e1 tr\u1ecb t\u1ed1t h\u01a1n v\u00e0 n\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

S\u1eed d\u1ee5ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng nh\u01b0 th\u1ebf n\u00e0o \u0111\u1ec3 t\u1ed1i \u01b0u tr\u1ea3i nghi\u1ec7m?<\/h2>\n

S\u1eed d\u1ee5ng c\u00e1c s\u01a1 \u0111\u1ed3 v\u00e0 k\u1ecbch b\u1ea3n s\u1ebd gi\u00fap b\u1ea1n \u201ch\u00ecnh \u1ea3nh h\u00f3a\u201d h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c ph\u1ea7n n\u00e0o trong h\u00e0nh tr\u00ecnh \u0111\u00f3 c\u1ea7n \u0111\u01b0\u1ee3c \u0111i\u1ec1u ch\u1ec9nh. Nh\u1edd vi\u1ec7c nh\u00ecn th\u1ea5y r\u00f5 r\u00e0ng t\u1eebng \u0111i\u1ec3m ti\u1ebfp x\u00fac (\u0111\u00e1nh gi\u00e1 tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i, trao \u0111\u1ed5i tr\u1ef1c ti\u1ebfp, \u0111\u1ea1i di\u1ec7n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, c\u00e1c k\u00eanh tr\u1ef1c tuy\u1ebfn, website th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed, kh\u1ea3o s\u00e1t\u2026), b\u1ea1n s\u1ebd d\u1ec5 d\u00e0ng kh\u00e1m ph\u00e1 ra c\u00e1c kho\u1ea3ng tr\u1ed1ng c\u00f2n t\u1ed3n t\u1ea1i v\u00e0 nhanh ch\u00f3ng t\u00ecm \u0111\u01b0\u1ee3c\u00a0h\u01b0\u1edbng gi\u1ea3i quy\u1ebft.<\/p>\n

D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t v\u00e0i g\u1ee3i \u00fd doanh nghi\u1ec7p c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng nh\u1edd t\u1eadn d\u1ee5ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng:<\/p>\n

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    T\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m<\/h3>\n<\/li>\n<\/ul>\n

    Hi\u1ec3u r\u00f5 v\u1ec1 nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng tr\u1ea3i qua khi t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u s\u1ebd h\u1ed7 tr\u1ee3 r\u1ea5t nhi\u1ec1u trong qu\u00e1 tr\u00ecnh t\u1ed1i \u01b0u h\u00e0nh tr\u00ecnh mua s\u1eafm. Ph\u01b0\u01a1ng ph\u00e1p qu\u1ea3n l\u00fd \u0111\u1ea7u \u2013 cu\u1ed1i \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c b\u1ea1n c\u00f3 th\u1ec3 gi\u1edbi thi\u1ec7u nh\u1eefng c\u1ea3i ti\u1ebfn \u0111\u1ec3 \u0111\u1ea9y nhanh t\u1edbi b\u01b0\u1edbc chuy\u1ec3n \u0111\u1ed5i m\u00e0 kh\u00f4ng lo\u1ea1i b\u1ecf b\u1ea5t c\u1ee9 \u0111i\u1ec1u g\u00ec v\u1ec1 tr\u1ea3i nghi\u1ec7m. B\u1ea1n mu\u1ed1n m\u1edf r\u1ed9ng danh s\u00e1ch kh\u00e1ch h\u00e0ng trung th\u00e0nh? H\u00e3y b\u1eaft \u0111\u1ea7u t\u1eeb tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c.<\/p>\n

    Gi\u1ea3i ph\u00e1p ti\u1ebfp theo b\u1eaft \u0111\u1ea7u t\u1eeb vi\u1ec7c x\u00e1c \u0111\u1ecbnh c\u00e1c \u0111i\u1ec3m \u0111au trong h\u00e0nh tr\u00ecnh mua s\u1eafm \u0111\u1ec3 t\u1eeb \u0111\u00f3 h\u00f3a gi\u1ea3i c\u0169ng nh\u01b0 gi\u00fap kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng ti\u1ebfn t\u1edbi c\u00e1c giai \u0111o\u1ea1n ti\u1ebfp theo. Ch\u1eb3ng h\u1ea1n, n\u1ebfu kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng ph\u1ea3i ch\u1edd r\u1ea5t l\u00e2u \u0111\u1ec3 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft th\u1eafc m\u1eafc, nhu c\u1ea7u tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i th\u00ec \u0111\u00e2y ch\u00ednh l\u00e0 m\u1ed9t \u0111i\u1ec3m \u0111au v\u00e0 c\u00f3 th\u1ec3 khi\u1ebfn h\u1ecd bu\u1ed9c ph\u1ea3i t\u00ecm ki\u1ebfm gi\u1ea3i ph\u00e1p thay th\u1ebf. B\u1ea1n c\u00f3 th\u1ec3 gi\u1ea3i quy\u1ebft \u0111i\u1ec1u n\u00e0y b\u1eb1ng c\u00e1ch thi\u1ebft l\u1eadp th\u00f4ng b\u00e1o m\u1ed7i khi t\u00e0i kho\u1ea3n m\u1ea1ng x\u00e3 h\u1ed9i c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u c\u00f3 tin nh\u1eafn hay \u0111\u01b0\u1ee3c \u0111\u1ec1 c\u1eadp, t\u1eeb \u0111\u00f3 c\u00f3 nh\u1eefng ph\u1ea3n h\u1ed3i k\u1ecbp th\u1eddi\u2026<\/p>\n

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      Ph\u00e1t tri\u1ec3n chi\u1ebfn l\u01b0\u1ee3c n\u1ed9i dung l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m<\/h3>\n<\/li>\n<\/ul>\n

      C\u1ea3i thi\u1ec7n c\u00e1c s\u00e1ng ki\u1ebfn \u200b\u200bti\u1ebfp th\u1ecb th\u00f4ng qua n\u1ed9i dung \u0111\u1ecbnh h\u01b0\u1edbng kh\u00e1ch h\u00e0ng s\u1ebd gi\u00fap b\u1ea1n d\u1ec5 d\u00e0ng s\u00e1ng t\u1ea1o ra n\u1ed9i dung c\u00f3 li\u00ean quan v\u00e0 gi\u00e1 tr\u1ecb v\u1edbi \u0111\u1ed1i t\u01b0\u1ee3ng m\u1ee5c ti\u00eau. N\u1ed9i dung xu\u1ea5t hi\u1ec7n \u0111\u00fang th\u1eddi \u0111i\u1ec3m s\u1ebd gi\u00fap n\u00e2ng cao m\u1ee9c \u0111\u1ed9 uy t\u00edn c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u, \u0111\u1ed3ng th\u1eddi gia t\u0103ng \u1ea3nh h\u01b0\u1edfng, b\u1ed3i d\u01b0\u1ee1ng ni\u1ec1m tin v\u00e0 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 m\u1ea1nh m\u1ebd v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n

      \u0110\u1ec3 th\u00e0nh c\u00f4ng trong chi\u1ebfn l\u01b0\u1ee3c n\u1ed9i dung l\u1ea5y kh\u00e1ch h\u00e0ng trung t\u00e2m, b\u1ea1n s\u1ebd c\u1ea7n m\u1ed9t s\u1ef1 hi\u1ec3u bi\u1ebft t\u1ed1t v\u1ec1 th\u1ecb tr\u01b0\u1eddng m\u1ee5c ti\u00eau v\u00e0 ph\u1ea3n \u1ee9ng c\u1ee7a kh\u00e1ch h\u00e0ng khi \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh mua s\u1eafm\u2026 \u0110i\u1ec1u n\u00e0y \u0111\u00f2i h\u1ecfi s\u1ef1 ph\u00e1t tri\u1ec3n to\u00e0n di\u1ec7n b\u1ee9c tranh v\u1ec1\u00a0ng\u01b0\u1eddi mua, nghi\u00ean c\u1ee9u v\u1ec1 s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi \u0111a d\u1ea1ng n\u1ed9i dung v\u00e0 h\u00ecnh th\u1ee9c ph\u00e2n ph\u1ed1i.<\/p>\n

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        T\u00ecm v\u00e0 l\u1ea5p \u0111\u1ea7y c\u00e1c kho\u1ea3ng tr\u1ed1ng v\u1ec1 n\u1ed9i dung<\/h3>\n<\/li>\n<\/ul>\n

        Nh\u1eefng lo\u1ea1i n\u1ed9i dung n\u00e0o m\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n h\u00e0o h\u1ee9ng? Nh\u00f3m n\u00e0o \u00edt c\u00f3 s\u1ef1 c\u1ed9ng h\u01b0\u1edfng? Khi b\u1ea1n ph\u00e2n t\u00edch c\u00e1c y\u1ebfu t\u1ed1 \u1ea3nh h\u01b0\u1edfng d\u1ef1a tr\u00ean th\u00f4ng tin ph\u1ea3n h\u1ed3i, b\u1ea1n c\u00f3 th\u1ec3 ph\u00e1t tri\u1ec3n chi\u1ebfn l\u01b0\u1ee3c n\u1ed9i dung \u0111\u1ec3 t\u0103ng c\u01a1 h\u1ed9i th\u00e0nh c\u00f4ng. T\u00f9y thu\u1ed9c \u0111\u1ed1i t\u01b0\u1ee3ng m\u1ee5c ti\u00eau, c\u00e1c lo\u1ea1i n\u1ed9i dung kh\u00e1c nhau s\u1ebd c\u00f3 s\u1ef1 ph\u00f9 h\u1ee3p. \u0110i\u1ec1u n\u00e0y \u0111\u00f2i h\u1ecfi b\u1ea1n ph\u1ea3i th\u1ef1c s\u1ef1 hi\u1ec3u \u0111\u01b0\u1ee3c m\u1ed1i quan t\u00e2m c\u1ee7a h\u1ecd v\u00e0 l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 ph\u00e2n ph\u1ed1i n\u1ed9i dung t\u1ed1t nh\u1ea5t.<\/p>\n

        C\u00e1c k\u00eanh ph\u1ed5 bi\u1ebfn c\u00f3 th\u1ec3 k\u1ec3 t\u1edbi: nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng, kh\u1ea3o s\u00e1t\u2026 Nh\u01b0ng c\u01a1 h\u1ed9i h\u1ecdc t\u1eadp ti\u1ec1m n\u0103ng \u0111\u1ebfn t\u1eeb vi\u1ec7c nghi\u00ean c\u1ee9u \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh c\u0169ng th\u1eadt \u0111\u00e1ng qu\u00fd. T\u1eadn d\u1ee5ng n\u00f3 \u0111\u1ec3 h\u1ecdc nh\u1eefng \u0111i\u1ec1u c\u00f3 li\u00ean quan t\u1eeb nh\u1eefng th\u00e0nh c\u00f4ng v\u00e0 thi\u1ebfu s\u00f3t c\u1ee7a h\u1ecd \u0111\u1ec3 \u00e1p d\u1ee5ng cho doanh nghi\u1ec7p c\u1ee7a m\u00ecnh.<\/p>\n

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          X\u00e1c \u0111\u1ecbnh \u201c\u0111i\u1ec3m r\u00f2 r\u1ec9\u201d trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/h3>\n<\/li>\n<\/ul>\n
          \"\u0111i\u1ec3m<\/p>\n

          Chi ti\u1ebft h\u00f3a h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng gi\u00fap doanh nghi\u1ec7p d\u1ec5 d\u00e0ng x\u00e1c \u0111\u1ecbnh c\u0169ng nh\u01b0 h\u1ea1n ch\u1ebf t\u1ed1i \u0111a \u201c\u0111i\u1ec3m r\u00f2 r\u1ec9\u201d<\/p>\n<\/div>\n

          \u201c\u0110i\u1ec3m r\u00f2 r\u1ec9\u201d x\u1ea3y ra khi kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng k\u00e9m h\u00e0i l\u00f2ng v\u1edbi m\u1ed9t ph\u1ea7n c\u1ee7a h\u00e0nh tr\u00ecnh mua h\u00e0ng v\u00e0 cu\u1ed1i c\u00f9ng b\u1ecf \u0111i. N\u00f3 t\u01b0\u01a1ng t\u1ef1 nh\u01b0 \u0111i\u1ec3m \u0111au, nh\u01b0ng c\u1ee5 th\u1ec3 h\u01a1n v\u1ec1 \u1edf \u0111\u00e2u v\u00e0 nguy\u00ean nh\u00e2n khi\u1ebfn kh\u00e1ch h\u00e0ng kh\u00f4ng ho\u00e0n th\u00e0nh giao d\u1ecbch. Ch\u1eb3ng h\u1ea1n, n\u1ebfu nhi\u1ec1u kh\u00e1ch h\u00e0ng ph\u00e0n n\u00e0n v\u1ec1 s\u1ef1 kh\u00f3 kh\u0103n khi th\u1ef1c hi\u1ec7n c\u00e1c b\u01b0\u1edbc thanh to\u00e1n th\u00ec \u0111\u00e2y ch\u00ednh l\u00e0 m\u1ed9t \u0111i\u1ec3m r\u00f2 r\u1ec9. \u0110i\u1ec1u n\u00e0y ch\u1eb3ng kh\u00e1c g\u00ec vi\u1ec7c b\u1ea1n \u0111u\u1ed5i kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng sang ph\u00eda \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh s\u1edf h\u1eefu \u00a0tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1i \u01b0u h\u01a1n. H\u00e3y ch\u1ee7 \u0111\u1ed9ng v\u00e0 \u0111\u1eebng ch\u1edd t\u1edbi khi kh\u00e1ch h\u00e0ng b\u1ea5t m\u00e3n, ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c r\u1ed3i m\u1edbi b\u1eaft tay v\u00e0o c\u1ea3i ti\u1ebfn.<\/p>\n

            \n
          • \n

            Tinh ch\u1ec9nh v\u00e0 n\u00e2ng c\u1ea5p c\u00e1c chi\u1ebfn l\u01b0\u1ee3c hi\u1ec7n t\u1ea1i<\/h3>\n<\/li>\n<\/ul>\n

            Ti\u1ebfp t\u1ee5c th\u1eed nghi\u1ec7m v\u00e0 c\u1ea3i thi\u1ec7n, \u0111\u1eebng bao gi\u1edd t\u1eeb b\u1ecf trong vi\u1ec7c t\u1ed1i \u01b0u h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng tr\u01a1n chu, nhanh ch\u00f3ng nh\u1ea5t. H\u00e3y t\u00ecm hi\u1ec3u s\u00e2u h\u01a1n v\u1ec1 c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 c\u00f3 th\u1ec3 cung c\u1ea5p nhi\u1ec1u gi\u00e1 tr\u1ecb h\u01a1n c\u0169ng nh\u01b0 khi\u1ebfn h\u1ecd th\u1ef1c s\u1ef1 h\u00e0i l\u00f2ng.<\/p>\n

            M\u1ed9t khi b\u1ea1n \u0111\u00e3 ph\u00e1t hi\u1ec7n ra c\u00e1c \u0111i\u1ec3m \u0111au c\u1ee7a kh\u00e1ch h\u00e0ng, b\u1ea1n s\u1ebd d\u1ec5 d\u00e0ng kh\u1eafc ph\u1ee5c, t\u1ea1o ra m\u1ed9t h\u00e0nh tr\u00ecnh th\u00fa v\u1ecb. B\u1ea1n c\u0169ng n\u00ean xem x\u00e9t v\u00e0 ph\u00e2n t\u00edch \u0111i\u1ec3m th\u00e0nh c\u00f4ng, bi\u1ebft n\u01a1i m\u00ecnh \u0111ang l\u00e0m t\u1ed1t gi\u00fap ph\u00e1t tri\u1ec3n c\u00e1c chi\u1ebfn l\u01b0\u1ee3c hi\u1ec7u qu\u1ea3 trong t\u01b0\u01a1ng lai.<\/p>\n

              \n
            • \n

              C\u00e1 nh\u00e2n ho\u00e1 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng b\u1ea5t c\u1ee9 n\u01a1i n\u00e0o c\u00f3 th\u1ec3<\/h3>\n<\/li>\n<\/ul>\n

              M\u1ed9t khi \u0111\u00e3 c\u00f3 hi\u1ec3u bi\u1ebft t\u1ed1t v\u1ec1 kh\u00e1ch h\u00e0ng, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 \u00e1p d\u1ee5ng \u0111\u1ec3 c\u00e1 nh\u00e2n ho\u00e1 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng-th\u01b0\u01a1ng hi\u1ec7u. \u0110\u1eebng ch\u1ec9 qu\u00e1 t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng thay v\u00e0o \u0111\u00f3 c\u00f2n n\u00ean d\u1ef1a tr\u00ean tr\u00ean c\u00e1c b\u1ed1i c\u1ea3nh m\u00e0 h\u1ecd \u0111ang g\u1eb7p ph\u1ea3i. \u0110i\u1ec1u n\u00e0y s\u1ebd gi\u00fap b\u1ea1n cung c\u1ea5p c\u00e1c khuy\u1ebfn ngh\u1ecb, t\u01b0 v\u1ea5n v\u00e0 d\u1ecbch v\u1ee5 h\u1ee3p l\u00fd h\u1ee3p t\u00ecnh m\u00e0 kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng nh\u1ea5t.<\/p>\n

              H\u00e3y nh\u1edb r\u1eb1ng ng\u00e0y nay, kh\u00e1ch h\u00e0ng c\u00f3 s\u1ef1 am hi\u1ec3u, \u0111i\u1ec1u ki\u1ec7n t\u00e0i ch\u00ednh c\u00f9ng s\u1ef1 \u0111a d\u1ea1ng l\u1ef1a ch\u1ecdn h\u01a1n bao gi\u1edd h\u1ebft. N\u1ebfu b\u1ea1n kh\u00f4ng c\u00e1 nh\u00e2n h\u00f3a c\u00e1ch ti\u1ebfp c\u1eadn, b\u1ea1n s\u1ebd b\u1ecb xa l\u00e1nh ngay l\u1eadp t\u1ee9c. Nh\u01b0ng ng\u01b0\u1ee3c l\u1ea1i, b\u1ea1n \u0111ang n\u1eafm trong tay c\u00f4ng c\u1ee5 ho\u00e0n h\u1ea3o \u0111\u1ec3 n\u00e2ng cao m\u1ee9c \u0111\u1ed9 trung th\u00e0nh th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n

              Kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i mu\u1ed1n m\u00ecnh tr\u1edf n\u00ean \u0111\u1eb7c bi\u1ec7t, v\u00ec v\u1eady doanh nghi\u1ec7p mu\u1ed1n th\u00e0nh c\u00f4ng bu\u1ed9c ph\u1ea3i t\u1ea1o ra m\u1ed9t b\u1ea7u kh\u00f4ng kh\u00ed t\u01b0\u01a1ng x\u1ee9ng v\u1edbi m\u1ee9c \u0111\u1ed9 b\u1ea1n quan t\u00e2m \u0111\u1ebfn h\u1ecd. B\u1ea1n c\u00f3 th\u1ec3 t\u1ea1o nh\u1eefng m\u1ed1i quan h\u1ec7 1: 1 qua vi\u1ec7c nh\u1edb t\u00ean, l\u01b0u l\u1ea1i l\u1ecbch s\u1eed\u00a0kh\u00e1ch h\u00e0ng g\u1eb7p ph\u1ea3i \u0111\u1ec3 t\u1eeb \u0111\u00f3 thi\u1ebft k\u1ebf tr\u1ea3i nghi\u1ec7m th\u01b0\u01a1ng hi\u1ec7u d\u1ef1a tr\u00ean l\u1ee3i \u00edch, s\u1edf th\u00edch v\u00e0 h\u00e0nh vi trong qu\u00e1 kh\u1ee9 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

              Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t m\u1eb7t tr\u1eadn c\u1ea1nh tranh m\u1edbi<\/h2>\n

              C\u00f3 m\u1ed9t s\u1ef1 hi\u1ec3u r\u00f5 h\u01a1n\u00a0v\u1ec1 nhu c\u1ea7u, s\u1edf th\u00edch v\u00e0 \u0111i\u1ec3m \u0111au c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t ph\u1ea7n quan tr\u1ecdng c\u1ee7a m\u1ecdi chi\u1ebfn d\u1ecbch b\u00e1n h\u00e0ng th\u00e0nh c\u00f4ng v\u00e0 ti\u1ebfp th\u1ecb, b\u1ea5t k\u1ec3 m\u1ee5c ti\u00eau c\u1ee7a b\u1ea1n.<\/p>\n

              L\u1ea5y tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 m\u1ee5c ti\u00eau h\u00e0ng \u0111\u1ea7u trong m\u1ecdi chi\u1ebfn l\u01b0\u1ee3c \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o nh\u1eefng g\u00ec b\u1ea1n \u0111ang cung c\u1ea5p li\u00ean quan \u0111\u1ebfn \u0111\u1ed1i t\u01b0\u1ee3ng m\u1ee5c ti\u00eau. \u0110i\u1ec1u n\u00e0y th\u00fac \u0111\u1ea9y l\u00f2ng trung th\u00e0nh v\u00e0 l\u00e0m t\u0103ng gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng. C\u1ea3 hai g\u00f3p ph\u1ea7n n\u00e2ng cao l\u1ee3i nhu\u1eadn doanh nghi\u1ec7p c\u0169ng nh\u01b0 c\u01a1 h\u1ed9i th\u00e0nh c\u00f4ng trong kinh doanh v\u1ec1 l\u00e2u d\u00e0i.<\/p>\n

              T\u1ea5t c\u1ea3 c\u00e1c th\u01b0\u01a1ng hi\u1ec7u t\u1ed1t nh\u1ea5t c\u1ea7n kh\u00f4ng ng\u1eebng nghi\u00ean c\u1ee9u v\u00e0 h\u1ecdc h\u1ecfi nh\u1eefng \u0111i\u1ec1u m\u1edbi m\u1ebb, kh\u00e1c bi\u1ec7t v\u1ec1 kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh \u0111\u1ec3 c\u00f3 th\u1ec3 \u0111\u00e1p \u1ee9ng tr\u1ecdn v\u1eb9n s\u1ef1 thay \u0111\u1ed5i trong h\u00e0nh vi v\u00e0 nhu c\u1ea7u. \u0110\u1eebng ch\u1ec9 d\u1ef1a v\u00e0o tr\u1ef1c gi\u00e1c kinh doanh m\u00e0 c\u1ea7n nh\u1ea5n m\u1ea1nh v\u00e0o vi\u1ec7c t\u1ea1o ra nh\u1eefng c\u00e1ch ti\u1ebfp c\u1eadn l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m trong nh\u1eefng ng\u00e0y n\u00e0y.<\/p>\n

              Theo Gartner, g\u1ea7n 90%\u00a0c\u00e1c c\u00f4ng ty k\u1ef3\u00a0v\u1ecdng s\u1ebd c\u1ea1nh tranh ch\u1ee7 y\u1ebfu tr\u00ean c\u01a1 s\u1edf tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. V\u00ec \u00a0v\u1eady, n\u1ebfu b\u1ea1n kh\u00f4ng t\u1eadn d\u1ee5ng c\u01a1 h\u1ed9i b\u1ea1n \u0111ang t\u1ef1 g\u00e2y r\u1eafc r\u1ed1i, b\u1edfi \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh c\u1ee7a b\u1ea1n ch\u1eafc ch\u1eafn \u0111\u00e3 s\u1eb5n s\u00e0ng!<\/p>\n

              Theo\u00a0Pierre de Braux<\/em><\/p>\n

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

                \n
              • 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
              • H\u1ecdc g\u00ec t\u1eeb c\u00e1ch Amazon, Verizon v\u00e0 Comcast ph\u00e1t tri\u1ec3n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng?<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

                \u0110o \u0111\u1ebfm s\u1ebd gi\u00fap b\u1ea1n ki\u1ec3m so\u00e1t t\u1ed1t v\u1ea5n \u0111\u1ec1 Vi\u1ec7c \u0111o \u0111\u1ebfm tr\u1ea3i nghi\u1ec7m th\u01b0\u1eddng ph\u1ee9c t\u1ea1p b\u1edfi \u0111\u00f3 l\u00e0 y\u1ebfu t\u1ed1 ch\u1ee7 quan. Ch\u00ednh v\u00ec th\u1ebf m\u00e0 vi\u1ec7c l\u1eadp m\u1ed9t b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean c\u1ea7n thi\u1ebft. B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh l\u00e0 s\u1ef1 c\u1ee5 th\u1ec3 h\u00f3a ti\u1ebfn tr\u00ecnh tr\u1ea3i nghi\u1ec7m […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":true,"template":"","format":"standard","meta":{"footnotes":""},"categories":[219],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/53333"}],"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=53333"}],"version-history":[{"count":1,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/53333\/revisions"}],"predecessor-version":[{"id":71634,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/53333\/revisions\/71634"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=53333"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=53333"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=53333"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}