{"id":53417,"date":"2023-12-20T07:21:45","date_gmt":"2023-12-20T00:21:45","guid":{"rendered":"https:\/\/masterskills.org\/blog\/khach-hang-hien-nay-mong-muon-dieu-gi.html"},"modified":"2023-12-20T07:21:45","modified_gmt":"2023-12-20T00:21:45","slug":"khach-hang-hien-nay-mong-muon-dieu-gi","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/khach-hang-hien-nay-mong-muon-dieu-gi.html","title":{"rendered":"Kh\u00e1ch h\u00e0ng hi\u1ec7n nay mong mu\u1ed1n \u0111i\u1ec1u g\u00ec?"},"content":{"rendered":"
\u201cKh\u00e1ch h\u00e0ng mong mu\u1ed1n \u0111i\u1ec1u g\u00ec?\u201d l\u00e0 c\u00e2u h\u1ecfi m\u00e0 \u0111\u00e1p \u00e1n c\u1ee7a n\u00f3 l\u00e0 m\u1ed9t bi\u1ebfn s\u1ed1 v\u1eadn \u0111\u1ed9ng kh\u00f4ng ng\u1eebng. B\u1edfi k\u1ef3 v\u1ecdng kh\u00e1ch h\u00e0ng v\u00e0o s\u1ea3n ph\u1ea9m v\u00e0 c\u00f4ng ty ng\u00e0y c\u00e0ng t\u0103ng theo th\u1eddi gian. C\u00f4ng ngh\u1ec7 ph\u00e1t tri\u1ec3n l\u00e0 m\u1ed9t trong nh\u1eefng y\u1ebfu t\u1ed1 quan tr\u1ecdng nh\u1ea5t khi\u1ebfn cho mong mu\u1ed1n c\u1ee7a\u00a0kh\u00e1ch h\u00e0ng thay \u0111\u1ed5i kh\u00f4ng ng\u1eebng: s\u1ea3n ph\u1ea9m \u0111a d\u1ea1ng, th\u00f4ng tin \u0111a chi\u1ec1u v\u00e0 n\u1ebfu b\u1ea1n kh\u00f4ng th\u1ec3 l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng, nh\u1eefng ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c s\u1ebd lan nhanh h\u01a1n bao gi\u1edd h\u1ebft.<\/p>\n

Kh\u00e1ch h\u00e0ng mong mu\u1ed1n \u0111i\u1ec1u g\u00ec?<\/h2>\n

Theo nghi\u00ean c\u1ee9u c\u1ee7a Forrester, g\u1ea7n 95% l\u00e3nh \u0111\u1ea1o n\u00f3i r\u1eb1ng vi\u1ec7c cung c\u1ea5p m\u1ed9t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t n\u1eb1m trong t\u1ed1p \u01b0u ti\u00ean h\u00e0ng \u0111\u1ea7u c\u1ee7a h\u1ecd. \u00be trong s\u1ed1 h\u1ecd mu\u1ed1n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1edf th\u00e0nh l\u1ee3i th\u1ebf c\u1ea1nh tranh. \u0110\u1ed1i v\u1edbi h\u1ecd, \u00fd t\u01b0\u1edfng v\u00e0 d\u1ef1 \u0111\u1ecbnh c\u00f3 v\u1ebb t\u1ed1t tr\u00ean gi\u1ea5y t\u1edd c\u00f2n th\u1ef1c t\u1ebf ra sao l\u1ea1i l\u00e0 m\u1ed9t chuy\u1ec7n kh\u00e1c. Nhi\u1ec1u ng\u01b0\u1eddi kh\u00f4ng c\u00f3 c\u00e1c ph\u01b0\u01a1ng ti\u1ec7n c\u1ea7n thi\u1ebft \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m v\u1edbi c\u00e1ch kh\u00e1ch h\u00e0ng mong mu\u1ed1n. Ch\u1ec9 c\u00f3 37% doanh nghi\u1ec7p c\u00f3 ng\u00e2n s\u00e1ch ri\u00eang cho c\u00e1c ho\u1ea1t \u0111\u1ed9ng c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng theo nghi\u00ean c\u1ee9u t\u1eeb Forrester.<\/p>\n

\"Hi\u1ec3u<\/p>\n

Hi\u1ec3u r\u00f5 kh\u00e1ch h\u00e0ng mong mu\u1ed1n \u0111i\u1ec1u g\u00ec l\u00e0 b\u01b0\u1edbc \u0111\u1ea7u ti\u00ean \u0111\u1ec3 khi\u1ebfn h\u1ecd h\u00e0i l\u00f2ng<\/p>\n<\/div>\n

D\u00f9 c\u00f3 ng\u00e2n s\u00e1ch ri\u00eang \u0111\u1ec3 \u0111\u00e1p \u1ee9ng k\u1ef3 v\u1ecdng v\u00e0 l\u00e0m t\u1ed1t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hay kh\u00f4ng, c\u00e1c nh\u00e0 qu\u1ea3n l\u00fd c\u1ea7n bi\u1ebft th\u1ee9 m\u00e0 kh\u00e1ch h\u00e0ng mong mu\u1ed1n hi\u1ec7n nay v\u00e0 ph\u01b0\u01a1ng ph\u00e1p khi\u1ebfn h\u1ecd th\u1ecfa m\u00e3n v\u00e0 gia t\u0103ng l\u00f2ng trung th\u00e0nh. Sau \u0111\u00f3, h\u1ecd c\u00f3 th\u1ec3 t\u1eadp trung n\u1ed7 l\u1ef1c v\u00e0o vi\u1ec7c \u0111\u00e1p \u1ee9ng c\u00e1c k\u1ef3 v\u1ecdng kh\u00e1ch h\u00e0ng v\u00e0 t\u1ea1o ra k\u1ebft qu\u1ea3. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 5 \u0111i\u1ec1u m\u00e0 kh\u00e1ch h\u00e0ng k\u1ef3 v\u1ecdng v\u00e0 v\u00ed d\u1ee5 th\u1ef1c t\u1ebf v\u1ec1 c\u00e1c c\u00f4ng ty \u0111\u00e3 th\u00e0nh c\u00f4ng trong vi\u1ec7c \u0111\u00e1p \u1ee9ng mong mu\u1ed1n t\u1eeb c\u00e1c \u201cth\u01b0\u1ee3ng \u0111\u1ebf\u201d:<\/p>\n

Kh\u00e1ch h\u00e0ng mong mu\u1ed1n\u00a0t\u0103ng t\u00ednh c\u00e1 nh\u00e2n h\u00f3a<\/h2>\n

Ng\u00e0y nay, v\u1edbi s\u1ef1 tr\u1ee3 gi\u00fap \u0111\u1eafc l\u1ef1c t\u1eeb c\u00f4ng ngh\u1ec7, vi\u1ec7c ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean v\u00f4 c\u00f9ng nhanh ch\u00f3ng v\u00e0 ti\u1ec7n l\u1ee3i, v\u01b0\u1ee3t qua kho\u1ea3ng c\u00e1ch v\u1ec1 kh\u00f4ng gian hay th\u1eadm ch\u00ed l\u00e0 s\u1ef1 kh\u00e1c bi\u1ec7t trong m\u00fai gi\u1edd. \u0110\u00e1ng ch\u00fa \u00fd l\u00e0, kh\u00e1ch h\u00e0ng lu\u00f4n mu\u1ed1n c\u00f3 \u0111\u01b0\u1ee3c c\u00e1c tr\u1ea3i nghi\u1ec7m mang t\u00ednh c\u00e1 nh\u00e2n h\u00f3a.<\/p>\n

\u0110i\u1ec1u kh\u00e1ch h\u00e0ng mong mu\u1ed1n \u1edf m\u1ed9t c\u00f4ng ty \u0111\u00f3 l\u00e0 c\u00f4ng ty n\u00e0y s\u1ebd cung c\u1ea5p to\u00e0n b\u1ed9 th\u00f4ng tin v\u1ec1 s\u1ea3n ph\u1ea9m h\u1ecd c\u1ea7n bao g\u1ed3m c\u1ea3 \u0111\u1ecba ch\u1ec9 c\u00f3 th\u1ec3 t\u00ecm mua m\u1ed9t c\u00e1ch d\u1ec5 d\u00e0ng. G\u1ea7n m\u1ed9t n\u1eeda kh\u00e1ch h\u00e0ng s\u1ebd t\u1eeb b\u1ecf gi\u1ecf h\u00e0ng n\u1ebfu kh\u00f4ng nh\u1eadn \u0111\u01b0\u1ee3c m\u1ed9t c\u00e2u tr\u1ea3 l\u1eddi nhanh ch\u00f3ng cho c\u00e1c v\u1ea5n \u0111\u1ec1 h\u1ecd g\u1eb7p ph\u1ea3i. \u0110i\u1ec1u n\u00e0y c\u00f3 ngh\u0129a, vi\u1ec7c ph\u1ea3n h\u1ed3i t\u1eeb \u0111\u1ed9i ng\u0169 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ea7n lu\u00f4n s\u1eb5n s\u00e0ng \u1edf b\u1ea5t c\u1ee9 th\u1eddi \u0111i\u1ec3m n\u00e0o c\u00f3 v\u1ecb kh\u00e1ch ti\u1ec1m n\u0103ng gh\u00e9 th\u0103m website. N\u1ebfu kh\u00f4ng, s\u1ed1 \u0111i\u1ec7n tho\u1ea1i t\u01b0 v\u1ea5n mi\u1ec5n ph\u00ed ph\u1ea3i \u0111\u01b0\u1ee3c hi\u1ec3n th\u1ecb n\u1ed5i b\u1eadt tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c trang con c\u1ee7a web \u0111\u1ec3 kh\u00e1ch h\u00e0ng kh\u00f4ng ph\u1ea3i m\u1ea5t th\u1eddi gian t\u00ecm ki\u1ebfm.<\/p>\n

Ph\u1ea7n l\u1edbn kh\u00e1ch h\u00e0ng v\u1eabn mong mu\u1ed1n \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m m\u1ed9t \u2013 m\u1ed9t. H\u00e3y xem v\u00ed d\u1ee5 c\u1ee7a m\u1ed9t doanh nghi\u1ec7p nh\u1ecf l\u00e0 Wells Fargo. Wells Fargo th\u1ea5y 60% giao d\u1ecbch ng\u00e2n h\u00e0ng \u0111\u01b0\u1ee3c t\u1ea1o b\u1edfi c\u00e1c kh\u00e1ch h\u00e0ng y\u00eau th\u00edch vi\u1ec7c mua b\u00e1n v\u1edbi m\u1ed9t \u201cng\u01b0\u1eddi k\u1ec3 chuy\u1ec7n\u201d m\u1eb7c d\u00f9 h\u1ecd lu\u00f4n c\u00f3 c\u00e1c d\u1ecbch v\u1ee5 h\u1ed7 tr\u1ee3 c\u1ea3 tr\u1ef1c tuy\u1ebfn l\u1eabn qua c\u00e1c thi\u1ebft b\u1ecb di \u0111\u1ed9ng.<\/p>\n

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

Kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n \u0111a d\u1ea1ng v\u1ec1 t\u00ednh c\u00e1ch, do \u0111\u00f3 h\u1ecd lu\u00f4n mong c\u00f3 tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 ph\u00f9 h\u1ee3p nh\u1ea5t v\u1edbi b\u1ea3n th\u00e2n.<\/p>\n<\/div>\n

V\u1eady l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 b\u1ea1n t\u1ea1o ra nhi\u1ec1u tr\u1ea3i nghi\u1ec7m c\u00e1 nh\u00e2n h\u01a1n? \u0110\u00e2y l\u00e0 1 \u00fd t\u01b0\u1edfng: John Wettlaufer, ph\u1ee5 tr\u00e1ch ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u1edf Homedics (Keego Harbor, MI) v\u00e0 nh\u00e2n vi\u00ean \u0111\u00e3 theo d\u00f5i c\u00e1c y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng, \u0111\u01a1n \u0111\u0103t h\u00e0ng v\u00e0 c\u00e2u h\u1ecfi m\u1ed7i l\u00fac cu\u1ed1i ng\u00e0y \u0111\u1ec3 t\u00ecm ra nh\u1eefng th\u1ee9 quan tr\u1ecdng nh\u1ea5t: kh\u00e1ch h\u00e0ng l\u00e2u n\u0103m, v\u1ea5n \u0111\u1ec1 ch\u00ednh hay y\u00eau c\u1ea7u quan tr\u1ecdng. Sau \u0111\u00f3 h\u1ecd chuy\u1ec3n t\u1ea5t c\u1ea3 c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ea7n gi\u1ea3i quy\u1ebft t\u1edbi ng\u01b0\u1eddi ho\u1eb7c ph\u00f2ng ban ph\u00f9 h\u1ee3p ch\u1ecbu tr\u00e1ch nhi\u1ec7m. \u0110\u00f3 l\u00e0 m\u1ed9t s\u1ef1 k\u1ebft n\u1ed1i \u0111\u1eb7c bi\u1ec7t v\u01b0\u1ee3t ngo\u00e0i k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng ng\u00e0y nay.<\/p>\n

Kh\u00e1ch h\u00e0ng mong mu\u1ed1n c\u00f3 nhi\u1ec1u l\u1ef1a ch\u1ecdn h\u01a1n<\/h2>\n

Kh\u00e1ch h\u00e0ng mu\u1ed1n s\u1eed d\u1ee5ng ph\u01b0\u01a1ng ti\u1ec7n k\u1ef9 thu\u1eadt s\u1ed1 v\u00e0 m\u1ea1ng x\u00e3 h\u1ed9i \u0111\u1ec3 t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u00f4ng ty v\u00e0 nh\u00e2n vi\u00ean c\u00f4ng ty. H\u1ecd v\u1eabn k\u1ef3 v\u1ecdng \u1edf s\u1ef1 t\u01b0\u01a1ng t\u00e1c mang t\u00ednh c\u00e1 nh\u00e2n h\u00f3a. \u0110i\u1ec7n tho\u1ea1i hi\u1ec7n l\u00e0 c\u00f4ng c\u1ee5 \u0111\u01b0\u1ee3c \u01b0a chu\u1ed9ng, r\u1ea5t h\u1ee3p l\u00fd khi b\u1ea1n c\u00e2n nh\u1eafc vi\u1ec7c n\u00f3i chuy\u1ec7n v\u1edbi m\u1ed9t ng\u01b0\u1eddi \u0111\u1ea7y hi\u1ec3u bi\u1ebft v\u00e0 s\u1eb5n s\u00e0ng gi\u00fap \u0111\u1ee1 b\u1ea1n tr\u00ean ph\u01b0\u01a1ng di\u1ec7n c\u00e1 nh\u00e2n. Trong 3 n\u0103m tr\u1edf l\u1ea1i \u0111\u00e2y, vi\u1ec7c s\u1eed d\u1ee5ng c\u00e1c k\u00eanh kh\u00e1c \u0111\u00e3 t\u0103ng l\u00ean nh\u01b0 sau:<\/p>\n

    \n
  • Web t\u1ef1 ph\u1ee5c v\u1ee5 (self-service) \u2014 18%<\/li>\n
  • C\u1ed9ng \u0111\u1ed3ng tr\u1ef1c tuy\u1ebfn \u2014 39%<\/li>\n
  • Live Chat \u2014 43%.<\/li>\n<\/ul>\n

    B\u00ean c\u1ea1nh t\u1ea7m quan tr\u1ecdng khi s\u1eed d\u1ee5ng \u0111a d\u1ea1ng k\u00eanh \u0111\u1ec3 ph\u1ee5c v\u1ee5 t\u1ed1t nh\u1ea5t y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng, vi\u1ec7c t\u01b0\u01a1ng t\u00e1c tr\u1edf n\u00ean li\u1ec1n m\u1ea1ch v\u00e0 k\u1ecbp th\u1eddi c\u1ea7n \u0111\u01b0\u1ee3c coi tr\u1ecdng h\u01a1n. H\u00e3y c\u00e2n nh\u1eafc t\u1edbi vi\u1ec7c th\u00eam Live Chat v\u00e0o website nh\u1eb1m th\u00fac \u0111\u1ea9y t\u01b0\u01a1ng t\u00e1c th\u1eddi gian th\u1ef1c \u0111\u1ec3 tr\u1ea3 l\u1eddi k\u1ecbp th\u1eddi nh\u1eefng th\u1eafc m\u1eafc c\u1ee7a kh\u00e1ch h\u00e0ng ngay t\u1ea1i th\u1eddi \u0111i\u1ec3m ph\u00e1t sinh. Kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 th\u00edch s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n, nh\u01b0ng c\u00f2n b\u0103n kho\u0103n v\u1ec1 gi\u00e1 c\u1ea3, th\u1eddi gian b\u1ea3o h\u00e0nh hay c\u00e1ch th\u1ee9c giao h\u00e0ng v\u00e0 t\u0103ng kh\u1ea3 n\u0103ng b\u1ecf gi\u1ecf h\u00e0ng. T\u01b0 v\u1ea5n cho h\u1ecd ngay t\u1ea1i website l\u00e0 c\u00e1ch l\u00e0m l\u00fd t\u01b0\u1edfng \u0111\u1ec3 bi\u1ebfn kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng th\u00e0nh kh\u00e1ch h\u00e0ng tr\u1ea3 ti\u1ec1n mua s\u1ea3n ph\u1ea9m.<\/p>\n

    \"T\u01b0\u01a1ng<\/p>\n

    S\u1eed d\u1ee5ng Live Chat gi\u00fap b\u1ea1n t\u0103ng t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

    Khi kh\u00e1ch h\u00e0ng li\u00ean h\u1ec7 v\u1edbi b\u1ea1n m\u1ed9t chi\u1ec1u, sau \u0111\u00f3 ch\u1ecdn m\u1ed9t c\u00e1ch kh\u00e1c \u0111\u1ec3 theo d\u00f5i, nh\u00f3m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ea7n ph\u1ea3i bi\u1ebft nh\u1eefng g\u00ec \u0111\u00e3 x\u1ea3y ra trong qu\u00e1 tr\u00ecnh t\u01b0\u01a1ng t\u00e1c tr\u01b0\u1edbc \u0111\u00f3, \u1ea3nh h\u01b0\u1edfng g\u00ec t\u1edbi t\u00ecnh h\u00ecnh hi\u1ec7n t\u1ea1i v\u00e0 l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 th\u1ef1c s\u1ef1 \u0111em l\u1ea1i s\u1ef1 h\u00e0i l\u00f2ng cho kh\u00e1ch h\u00e0ng. Sau \u0111\u00f3, h\u1ecd c\u00f3 th\u1ec3 \u0111\u00e1p \u1ee9ng v\u1edbi s\u1ef1 theo d\u00f5i m\u1ed9t c\u00e1ch ph\u00f9 h\u1ee3p nh\u1ea5t.<\/p>\n

    V\u00ed d\u1ee5, khi eHarmony s\u1eed d\u1ee5ng c\u00f4ng c\u1ee5 Qu\u1ea3n l\u00fd Quan h\u1ec7 Kh\u00e1ch h\u00e0ng (customer relationship management \u2013 CRM) cho ph\u00e9p ki\u1ec3m tra c\u00e1c li\u00ean h\u1ec7 c\u1ee7a kh\u00e1ch h\u00e0ng th\u00f4ng qua c\u00e1c k\u00eanh, \u0111\u1ea1i di\u1ec7n nh\u00e3n h\u00e0ng c\u00f3 th\u1ec3 ph\u1ea3n h\u1ed3i t\u1ed1t h\u01a1n v\u1edbi m\u1ed7i tr\u01b0\u1eddng h\u1ee3p. H\u1ecd bi\u1ebft l\u1ea7n cu\u1ed1i c\u00f9ng kh\u00e1ch h\u00e0ng li\u00ean h\u1ec7 v\u1edbi \u0111\u1ed3ng nghi\u1ec7p, t\u00ecm ki\u1ebfm tr\u1ef1c tuy\u1ebfn hay g\u1eedi m\u1ed9t email. H\u1ecd c\u00f2n c\u00f3 th\u1ec3 th\u1ea5y \u0111\u01b0\u1ee3c n\u1ed9i dung th\u1ea3o lu\u1eadn, \u0111\u1ed1i t\u01b0\u1ee3ng t\u00ecm ki\u1ebfm hay nh\u1eefng s\u1ef1 ki\u1ec7n \u0111\u1eb7c bi\u1ec7t c\u1ea7n \u0111\u01b0\u1ee3c th\u00eam v\u00e0o th\u1eddi gian t\u1edbi. Vi\u1ec7c n\u00e0y gi\u00fap cho eHarmony th\u1ef1c s\u1ef1 c\u1ea3i thi\u1ec7n \u0111\u01b0\u1ee3c ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng.<\/p>\n

    Kh\u00e1ch h\u00e0ng mong mu\u1ed1n s\u1ef1 k\u1ebft n\u1ed1i li\u00ean t\u1ee5c<\/h2>\n

    Ph\u1ea7n l\u1edbn kh\u00e1ch h\u00e0ng kh\u00f4ng th\u1ea5y qu\u1ea3ng c\u00e1o hay khuy\u1ebfn m\u00e3i l\u00e0 phi\u1ec1n to\u00e1i. H\u1ecd mu\u1ed1n b\u00e1m s\u00e1t c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh n\u00e0y \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c c\u00e1c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c. \u0110\u00e2y l\u00e0 m\u1ed9t y\u00eau c\u1ea7u \u0111\u1ed1i v\u1edbi c\u00e1c nh\u00e0 kinh doanh, th\u1ee9 m\u00e0 ch\u1ee7 doanh nghi\u1ec7p ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 t\u1eadn d\u1ee5ng \u0111\u1ec3 t\u1ea1o ra l\u1ee3i nhu\u1eadn. Gi\u1eef li\u00ean l\u1ea1c v\u1edbi kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 l\u00e0m \u201cchuy\u1ec3n h\u01b0\u1edbng\u201d c\u00e1c li\u00ean l\u1ea1c k\u1ebf ti\u1ebfp, c\u1ee5 th\u1ec3 l\u00e0 l\u00e0m gi\u1ea3m chi ph\u00ed, t\u0103ng s\u1ef1 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng v\u00e0 l\u1ee3i nhu\u1eadn.<\/p>\n

    H\u00e3y \u0111em \u0111\u1ebfn cho h\u1ecd l\u01b0\u1ee3ng th\u00f4ng tin ph\u00f9 h\u1ee3p v\u00e0o th\u1eddi \u0111i\u1ec3m ch\u00ednh x\u00e1c th\u00f4ng qua c\u00e1c k\u00eanh ph\u1ed5 bi\u1ebfn. Tr\u01b0\u1edbc khi c\u00e1c doanh nghi\u1ec7p \u0111\u1ea9y m\u1ea1nh vi\u1ec7c t\u01b0\u01a1ng t\u00e1c, h\u1ecd s\u1ebd mu\u1ed1n c\u00f3 kh\u00e1ch h\u00e0ng trong \u0111\u00f3. Nh\u1eefng g\u1ea1ch \u0111\u1ea7u d\u00f2ng d\u01b0\u1edbi \u0111\u00e2y r\u1ea5t c\u1ea7n thi\u1ebft:<\/p>\n

      \n
    • \u0110i\u1ec1u kh\u00e1ch h\u00e0ng mu\u1ed1n nghe t\u1eeb b\u1ea1n<\/li>\n
    • Th\u1eddi \u0111i\u1ec3m h\u1ecd mu\u1ed1n nghe t\u1eeb b\u1ea1n<\/li>\n
    • C\u00e1c k\u00eanh h\u1ecd mu\u1ed1n b\u1ea1n s\u1eed d\u1ee5ng.<\/li>\n<\/ul>\n

      V\u00ed d\u1ee5, c\u00e1c kh\u00e1ch h\u00e0ng mu\u1ed1n t\u1ed1i \u01b0u l\u1ee3i \u00edch c\u00f3 xu h\u01b0\u1edbng nh\u1eadn th\u00f4ng b\u00e1o tr\u1ef1c ti\u1ebfp t\u1edbi c\u00e1c thi\u1ebft b\u1ecb di \u0111\u1ed9ng c\u1ee7a h\u1ecd. C\u00e1c kh\u00e1ch h\u00e0ng B2B \u01b0a chu\u1ed9ng c\u00e1c email \u0111\u1ecbnh k\u1ef3 th\u00f4ng b\u00e1o v\u1ec1 vi\u1ec7c b\u1ea3o tr\u00ec theo l\u1ecbch tr\u00ecnh hay gia h\u1ea1n h\u1ee3p \u0111\u1ed3ng c\u00f2n kh\u00e1ch h\u00e0ng \u0111\u1ea1i l\u00fd v\u00e0 c\u00f4ng ngh\u1ec7 l\u1ea1i th\u00edch ch\u00fa \u00fd \u0111\u1ebfn c\u00e1c tin t\u1ee9c m\u1edbi nh\u1ea5t tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i.<\/p>\n

      T\u1ea1i Groff Tractor & Equipment (Mechanicsburg, PA, VP) Tom Jamieson c\u00f3 c\u00e1c \u0111\u1ea1i di\u1ec7n s\u1eafp x\u1ebfp m\u1ed9t kho\u1ea3ng th\u1eddi gian nh\u1ea5t \u0111\u1ecbnh trong ng\u00e0y \u0111\u1ec3 g\u1ecdi cho kh\u00e1ch h\u00e0ng v\u1ec1 d\u1ecbch v\u1ee5, c\u00e1c s\u1eeda ch\u1eefa v\u00e0 nh\u1eefng l\u1eddi ph\u00e0n n\u00e0n kh\u00f4ng qu\u00e1 nghi\u00eam tr\u1ecdng, \u0111\u00f4i khi ch\u1ec9 \u0111\u01a1n gi\u1ea3n l\u00e0 \u0111\u1ec3 l\u1ea1i m\u1ed9t tin nh\u1eafn. Jamieson \u0111\u00edch th\u00e2n x\u1eed l\u00fd c\u00e1c v\u1ea5n \u0111\u1ec1 l\u1edbn. Kh\u00f4ng ai trong nh\u00f3m ph\u1ea3i b\u1ecf qu\u00e1 nhi\u1ec1u c\u00f4ng s\u1ee9c nh\u01b0ng t\u1ea5t c\u1ea3 \u0111\u1ec1u \u0111ang g\u00f3p ph\u1ea7n c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n

      Kh\u00e1ch h\u00e0ng mong mu\u1ed1n \u0111\u01b0\u1ee3c l\u1eafng nghe nhi\u1ec1u h\u01a1n v\u00e0 ph\u1ea3n h\u1ed3i nhanh h\u01a1n<\/h2>\n

      Ph\u1ea7n l\u1edbn kh\u00e1ch h\u00e0ng kh\u00f4ng th\u1ea5y c\u00e1c kh\u1ea3o s\u00e1t hay \u0111\u1ec1 ngh\u1ecb l\u1ea5y \u0111\u00e1nh gi\u00e1 l\u00e0 kh\u00f3 ch\u1ecbu (tr\u1eeb phi b\u1ea1n t\u1ea5n c\u00f4ng h\u1ecd m\u1ed9t c\u00e1ch qu\u00e1 th\u01b0\u1eddng xuy\u00ean). Mong mu\u1ed1n l\u1edbn nh\u1ea5t c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 c\u00f4ng ty s\u1ebd c\u00f3 nh\u1eefng h\u00e0nh \u0111\u1ed9ng th\u1ef1c t\u1ebf \u0111\u00e1p \u1ee9ng l\u1ea1i nh\u1eefng g\u00ec h\u1ecd chia s\u1ebb. C\u00e1c c\u00f4ng ty c\u1ea7n ph\u1ea3n h\u1ed3i v\u1edbi nh\u1eadn x\u00e9t v\u00e0 \u0111\u00e1nh gi\u00e1, h\u00e0nh \u0111\u1ed9ng d\u1ef1a theo \u0111\u00f3 v\u00e0 \u0111\u1ec3 cho kh\u00e1ch h\u00e0ng bi\u1ebft v\u1ec1 nh\u1eefng vi\u1ec7c b\u1ea1n l\u00e0m nh\u1eb1m gi\u00fap c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m cho h\u1ecd d\u1ef1a tr\u00ean c\u00e1c d\u1eef li\u1ec7u thu th\u1eadp tr\u01b0\u1edbc \u0111\u00f3. N\u1ebfu kh\u00f4ng, kh\u00e1ch h\u00e0ng s\u1ebd ng\u1eebng cung c\u1ea5p \u0111\u00e1nh gi\u00e1 v\u00e0 g\u00f3p \u00fd.<\/p>\n

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

      H\u00e3y lu\u00f4n bi\u1ebft l\u1eafng nghe ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng t\u1eeb c\u00e1c k\u00eanh<\/p>\n<\/div>\n

      Allegra Print and Imaging (Portage, MI) \u0111\u00e3 s\u1eed d\u1ee5ng gi\u1ecdng \u0111i\u1ec7u c\u1ee7a h\u1ecd trong ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng nh\u01b0 m\u1ed9t n\u1ec1n t\u1ea3ng \u0111\u1ec3 t\u1ea1o ra nh\u1eefng m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng s\u00e2u s\u1eafc h\u01a1n. Khi VP Brain Kaufman chuy\u1ec3n t\u1eeb c\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t ng\u1eabu nhi\u00ean qua \u0111i\u1ec7n tho\u1ea1i (vi\u1ec7c n\u00e0y kh\u00f4ng \u0111em \u0111\u1ebfn hi\u1ec7u qu\u1ea3 nh\u01b0 mong \u0111\u1ee3i) t\u1edbi c\u00e1c kh\u1ea3o s\u00e1t tr\u1ef1c tuy\u1ebfn th\u1eddi gian th\u1ef1c, ph\u1ea3n h\u1ed3i ngay l\u1eadp t\u1ee9c t\u0103ng l\u00ean. Quan tr\u1ecdng h\u01a1n, do kh\u00e1ch h\u00e0ng th\u1ef1c hi\u1ec7n b\u1ea3n kh\u1ea3o s\u00e1t 5 c\u00e2u ngay sau khi tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5, Allegra c\u00f3 kh\u1ea3 n\u0103ng gi\u1ea3i quy\u1ebft b\u1ea5t c\u1ee9 h\u1ed3i \u0111\u00e1p n\u00e0o d\u01b0\u1edbi m\u1ee9c trung b\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng ngay khi h\u1ecd v\u1eabn c\u00f2n \u0111ang c\u00f3 nhi\u1ec1u s\u1ef1 quan t\u00e2m. \u01afu th\u1ebf d\u1ecbch v\u1ee5 c\u00f3 th\u1ec3 ho\u1ea1t \u0111\u1ed9ng hi\u1ec7u qu\u1ea3 qua c\u00e1c v\u1ea5n \u0111\u1ec1, khi\u1ebfn cho tr\u1ea3i nghi\u1ec7m tr\u1edf n\u00ean t\u1ed1t h\u01a1n v\u00e0 \u201cc\u1ee9u v\u00e3n\u201d k\u1ecbp th\u1eddi c\u00e1c m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng \u0111ang theo h\u01b0\u1edbng x\u1ea5u \u0111i.<\/p>\n

      Kh\u00e1ch h\u00e0ng mong mu\u1ed1n ng\u01b0\u1eddi t\u01b0\u01a1ng t\u00e1c tr\u1ef1c ti\u1ebfp v\u1edbi h\u1ecd \u0111\u01b0\u1ee3c trao quy\u1ec1n<\/h2>\n

      S\u1ef1 \u0111\u1ed9 l\u01b0\u1ee3ng c\u1ee7a kh\u00e1ch h\u00e0ng gi\u1ea3m nhanh qua c\u00e1c n\u0103m qua. Kh\u00e1ch h\u00e0ng ng\u00e0y nay tin r\u1eb1ng h\u1ecd n\u00ean c\u00f3 nh\u1eefng th\u1ee9 h\u1ecd c\u1ea7n ngay khi y\u00eau c\u1ea7u.\u0110\u00f3 l\u00e0 l\u00fd do t\u1ea1i sao kh\u00e1ch h\u00e0ng k\u1ef3 v\u1ecdng nh\u00e2n vi\u00ean ph\u1ee5 tr\u00e1ch d\u1ecbch v\u1ee5 \u0111\u1ee7 ki\u1ebfn th\u1ee9c \u0111\u1ec3 gi\u1ea3i quy\u1ebft b\u1ea5t c\u1ee9 v\u1ea5n \u0111\u1ec1 ph\u00e1t sinh n\u00e0o v\u00e0 c\u00f3 quy\u1ec3n h\u1ea1n \u0111\u1ec3 l\u00e0m nh\u1eefng vi\u1ec7c c\u1ea7n thi\u1ebft nh\u1eb1m l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng.<\/p>\n

      C\u00e1c c\u00f4ng ty th\u01b0\u1eddng kh\u00f4ng th\u00e0nh c\u00f4ng trong vi\u1ec7c \u0111em \u0111\u1ebfn cho c\u00e1c nh\u00e2n vi\u00ean \u0111\u1ea1i di\u1ec7n quy\u1ec1n h\u1ea1n c\u1ea7n thi\u1ebft b\u1edfi h\u1ecd ngh\u0129 ch\u1ec9 c\u00f3 r\u1ea5t \u00edt kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 nh\u1eadn \u0111\u01b0\u1ee3c l\u1ee3i \u00edch t\u1eeb h\u1ecd. Tuy nhi\u00ean, s\u1ef1 th\u1ef1c l\u00e0 ph\u1ea7n l\u1edbn kh\u00e1ch h\u00e0ng \u0111\u1ec1u c\u00f3 \u00fd \u0111\u1ecbnh t\u1ed1t \u2013 h\u1ecd ch\u1ec9 mu\u1ed1n c\u00e1c v\u1ea5n \u0111\u1ec1 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft, h\u01b0 h\u1ea1i \u0111\u01b0\u1ee3c s\u1eeda ch\u1eefa v\u00e0 c\u00e2u h\u1ecfi \u0111\u01b0\u1ee3c tr\u1ea3 l\u1eddi. \u0110\u00e2y l\u00e0 nh\u1eefng th\u1ee9 m\u00e0 g\u1ea7n nh\u01b0 b\u1ea5t c\u1ee9 nh\u00e2n vi\u00ean kinh doanh hay ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng n\u00e0o c\u0169ng c\u00f3 th\u1ec3 gi\u1ea3i quy\u1ebft n\u1ebfu \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o ph\u00f9 h\u1ee3p v\u00e0 \u0111\u01b0\u1ee3c trao quy\u1ec1n.<\/p>\n

      K\u1ebft<\/h2>\n

      \u0110\u00e1p \u1ee9ng k\u1ef3 v\u1ecdng kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t y\u1ebfu t\u1ed1 c\u1ea7n thi\u1ebft \u0111\u1ec3 bi\u1ebfn c\u00f4ng ty c\u1ee7a b\u1ea1n c\u00f3 v\u1ecb th\u1ebf n\u1ed5i b\u1eadt h\u01a1n so v\u1edbi \u0111\u1ed1i th\u1ee7. N\u1eafm ch\u1eafc 5 k\u1ef3 v\u1ecdng kh\u00e1ch h\u00e0ng tr\u00ean \u0111\u00e2y, b\u1ea1n s\u1ebd c\u00f3 trong tay ch\u00eca kh\u00f3a \u0111\u1ec3 n\u00e2ng c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, t\u0103ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng v\u00e0 hi\u1ec7u qu\u1ea3 chuy\u1ec3n \u0111\u1ed5i.<\/p>\n

      Theo\u00a0Customerexperienceinsight<\/em><\/p>\n

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

        \n
      • T\u0103ng s\u1ee9c h\u00fat cho n\u1ed9i dung website \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng<\/em><\/li>\n
      • Th\u1eaft ch\u1eb7t m\u1ed1i quan h\u1ec7 gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 doanh nghi\u1ec7p<\/em><\/li>\n
      • Marketing v\u00e0 D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng: Kh\u00f4ng th\u1ec3 t\u00e1ch r\u1eddi<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

        \u201cKh\u00e1ch h\u00e0ng mong mu\u1ed1n \u0111i\u1ec1u g\u00ec?\u201d l\u00e0 c\u00e2u h\u1ecfi m\u00e0 \u0111\u00e1p \u00e1n c\u1ee7a n\u00f3 l\u00e0 m\u1ed9t bi\u1ebfn s\u1ed1 v\u1eadn \u0111\u1ed9ng kh\u00f4ng ng\u1eebng. B\u1edfi k\u1ef3 v\u1ecdng kh\u00e1ch h\u00e0ng v\u00e0o s\u1ea3n ph\u1ea9m v\u00e0 c\u00f4ng ty ng\u00e0y c\u00e0ng t\u0103ng theo th\u1eddi gian. C\u00f4ng ngh\u1ec7 ph\u00e1t tri\u1ec3n l\u00e0 m\u1ed9t trong nh\u1eefng y\u1ebfu t\u1ed1 quan tr\u1ecdng nh\u1ea5t khi\u1ebfn cho mong […]<\/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\/53417"}],"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=53417"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/53417\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=53417"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=53417"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=53417"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}